T-Mobile USA

August 25, 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 18, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any payment arrangement concerns Ms [redacted] has experiencedT-Mobile records confirm that on July 26, 2016, Ms [redacted] set up a payment arrangement by agreeing to pay $on July 29, Please note that at the time Ms [redacted] ’ payment arrangement was established, the total past due balance on her account was $which was for monthly access charges from May 14, 2016, through July 13, Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateOn July 29, 2016, T-Mobile received a payment in the amount of $on Ms [redacted] ’ accountHowever, due to the remaining past due balance of $247.39, on August 2, 2016, T-Mobile suspended Ms [redacted] ’ accountAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedT-Mobile records indicate that on August 3, 2016, a payment arrangement was established on Ms [redacted] ’ account and her service was reactivatedIt is important to note that T-Mobile waived Ms [redacted] ’ restore from suspend fee at that timeThe payment arrangement consisted of a scheduled payment to be made on August 13, Please note that since payment was not received, on August 15, 2016, T-Mobile again suspended Ms [redacted] ’ accountTherefore, when Ms [redacted] ’ made a payment on August 16, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of serviceOn August 16, 2016, Ms [redacted] set up a new payment arrangement with two installments via electronic checkThe first installment is for $to be paid on August 26, 2016, and the second installment is for $to be paid on September 9, Please note that these two payments will cover monthly access charges from June 14, 2016, through August 13, On August 24, 2016, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $to the account for monthly access charges from August 14, 2016, through September 13, which was scheduled to be due on September 6, 2016, late fee, restore from suspend fees, and applicable taxesAs long as Ms [redacted] completes the above-mentioned payment arrangement, her account will reflect a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] 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, INCWilliam B [redacted] Executive Response

Revdex.com: I am still waiting on the refund that should have been sent to meAs of today (not including Monday 5/as a holiday) it has been business days since I spoke with James Otherwise, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Hello I spoke with Mr B [redacted] June 28th and he assured me he will acquire the documents I requested from the T-Mobile store and forward them to meI have followed the instructions in the response from T-Mobile to receive the paperwork but still havent received and paperwork or any update correspondences via phone,email, or mailI have left messages for Mr B [redacted] to call with with the updated status of my case but havent received any updates since June 28thI am asking that my case be reopened to resolve my issueThank you, [redacted]

April 21, 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 11, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfaction T-Mobile regrets any inconvenience Ms [redacted] may have experienced with our Carrier Freedom programT-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms***’s concerns with our Carrier Freedom promotion and the status of her submissionAs 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 offer T-Mobile records indicate that Ms [redacted] previously submitted a request for our Carrier Freedom program under a different account under the name Ms [redacted] also known as Ms [redacted] ***As per T-Mobile policy this offer is one per subscriberCustomers who leave T-Mobile and come back are not eligible for the offer a second timeFor customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a one-time credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then sent to the customer in the form of a prepaid debit cardOur records reflect that Ms [redacted] received a tracredit of $at the time of activationMs [redacted] has submitted a final bill to T-Mobile from her previous carrier in the amount of $2, In an effort to amicably resolve Ms***’s concern, and based on the amount owed of $2,to her prior carrier and approval of her reimbursement request, she was sent a prepaid debit card in the amount of $2,Please note that it may take up to business days for receipt 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 contact with our Customer CareT-Mobile regrets any inconvenience this may have caused Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

February 14, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA 98327Re: [redacted] ** Your File No [redacted] T-Mobile PrePaid No XXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 2, 2018, regarding the above-referenced prepaid number Please be advised that we have made attempts to contact Mr**, which have proven unsuccessful As such, T-Mobile will make every effort to address Mr**’s concerns within this letter.T-Mobile regrets Mr**’s experience when attempting to unlock a device A review of Mr**’s prepaid number confirms that on October 3, 2017, we received a request for a Mobile Device Unlock (“MDU”) for the device used on mobile number ending in *** Upon review T-Mobile found that Mr**’s mobile number ending in [redacted] does not meet eligibility requirements for a MDUPlease be advised that MDU codes are available to customers who meet our eligibility requirements One of the requirements is that the prepaid account requesting the handset to be unlocked must have a total of $in payments made to the account T-Mobile records confirm that Mr**’s prepaid account has no payments remitted and his current balance of $is due to a balance transfer from a different account on October 2, As such, the requirements for an MDU on a prepaid account have not been met Mr**’s requests have been declined.It is important to note that Mr**’s LG Aristo handset does not require a code for MDU but rather utilizes an unlock application that came preinstalled on the handset This device unlock application either approves or denies the unlock request upon checking for eligibility As a courtesy to Mr**, T-Mobile has requested the device be permanently unlocked as of February 12, 2018, and sent him an email with instructions to utilize the app and select “permanent unlock” T-Mobile regrets any inconvenience to Mr**Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Thomas M [redacted] Executive Response

Hello - I want to first Thank you for responding back to me regarding my complaint I filed I would like to provide a status update from my dispute filed with TMOBILEI received a phone call from customer service day's after my Revdex.com complaint submission, I was advised by John they located the error and the phone was recieved returned to their warehouse and they would make the necessary corrections and issue credits for the overages on my billingThe credits and adjustments has been issued on my account also the extra phone plan was removed from accountI'm sorry it took a complaint filing for the issue to be resolved after years of being a loyal customer but nevertheless I'm delighted for a resolution due to your committed assistance Thank you very much Revdex.com and Team! Regards, [redacted]

To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 15, 2017, regarding the above-referenced file number T-Mobile regrets any concerns Mr [redacted] may have experienced 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 Mr [redacted] is not an authorized user on the account of which he has concerns aboutAs such, we will not be making further attempts to contact Mr [redacted] regarding his correspondence to your office The account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937- Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further 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-ext [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

May 30, 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 May 19, 2016, regarding the above-referenced accountT-Mobile previously addressed Ms [redacted] ’s concerns in our response to your files number [redacted] and [redacted] , both on May 30, As indicated in these previous responses: we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets any inconvenience Ms [redacted] experienced in regards to her handset rebateStrictly for clarification, T-Mobile did not have a Buy One Get One Free (BOGO) promotion for Razor devices at the time Ms [redacted] ’s account was activatedT-Mobile, in conjunction with Samsung, was offering a BOGO promotion for the Galaxy Sor SEdge handsetAs this is the device that Ms [redacted] purchased at the time of activation, T-Mobile believes this is the promotion Ms [redacted] is referencing in her correspondence with your officeT-Mobile records confirm that on March 12, 2016, Ms [redacted] activated a postpaid account with two voice lines of serviceAt the time of activation T-Mobile records indicate that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy SGold handsets with 32GB of memoryAt the time of Ms [redacted] ’s purchase, she was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $per month, per deviceAs part of Samsung’s BOGO offer, Ms [redacted] was required to purchase two Samsung Galaxy Sor SEdge handsets on EIP, and submit proof of purchase on the web site www.t-mobile.com/promotions using the promo code GS7BOGO within days of purchasing the second deviceOnce the documentation was received and Samsung validated the proof of purchase; within eight weeks, Samsung would then mail Ms [redacted] a prepaid rebate card for the purchase price of one handset, minus any required taxesT-Mobile records confirm that the last date to redeem this code was on April 17, Additionally, this promotion could be combined with the Samsung Galaxy Sand SEdge Netflix offerCustomers who purchased either device between February 23, and March 14, were eligible to receive a free one-year Netflix subscription in the form of a promotional code to be delivered to the customer’s email after redemption on www.t-mobile.com/SamsungOffer no later than March 31, Records confirm that at the time of Ms [redacted] ’s purchase, the Samsung Galaxy Sand SEdge BOGO promotion could also be combined with the Samsung Gear VR/Oculus offerCustomers that purchased a Samsung Galaxy Sor SEdge handset qualified to receive a free Gear VR and Oculus 6-game bundle from February 23, through March 18, 2016, by redeeming online at www.t-mobile.com/SamsungOffer no later than March 31, We make every effort to provide complete and accurate information to our customersT-Mobile records confirm that Ms [redacted] ’s proof of purchase was not received by the previously referenced redemption datesTherefore, Ms [redacted] did not qualify for the BOGO offer, Netflix offer or Samsung Gear VR offerIn an effort to amicably resolve this matter, on May 23, 2016, T-Mobile closed Ms [redacted] ’s remaining EIP balance of $for one of the Samsung Galaxy ShandsetsMs [redacted] will receive a credit of $for the full retail price of the device on the following billing statement dated July 7, Additionally, T-Mobile has ordered a prepaid refund card in the amount of $to be shipped to Ms [redacted] ’s billing address on file to allow her to purchase two one-year Netflix subscriptions and two Gear VR devicesShould Ms [redacted] wish to discuss this matter further, she may contact me directly at the number listed belowBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***-***Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

To whom it may concern: After speaking with MsAmor M [redacted] at T-Mobile, we were able to come to a temporary, short-term resolution to the issueT-Mobile was able to replace my broken phone for free, and MsAmor M [redacted] said that my concerns regarding the Asurion insurance would be forwarded to suchI was told that T-Mobile and Asurion would look into this issue in hopes of resolving the outrageously high insurance deductible charges, so other people would not have the same issue While T-Mobile solved my problem, I am still concerned that I may be in this same position years down the lineA non-refundable deductible should not be more expensive than the cost of the actual phone at full retail valueI sincerely hope that T-Mobile and Asurion fix their deductible fees MsAmor Marie, was very helpful, friendly and understanding.Sincerely, [redacted]

June 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 June 13, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to his JUMP! insuranceThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance T-Mobile records indicate that on July 22, 2015, Mr [redacted] utilized our EIP offering on line ending in [redacted] to purchase a new Samsung Galaxy SEdge in GoldAdditionally, on July 22, 2015, the $JUMP! insurance feature was added to the line ending in ***It is important to note that the JUMP! insurance feature covers only the line of service which reflects the active feature T-Mobile records indicate that as of October 14, 2016, the line ending in [redacted] began utilizing the Samsung Galaxy SEdgeOn June 11, 2017, as the line ending in [redacted] was not enrolled in the JUMP! feature for $per month Assurant denied the claim for physical damage as Mr [redacted] submitted However, in an effort to offer an amicable resolution, on June 16, 2017, Mr [redacted] was sent a Samsung Galaxy SPlus at the deductible pricing of $Mr [redacted] was advised the charge will reflect on the billing statement generated on July 15, Mr [redacted] accepted this as resolution to his concern 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 Jessica G [redacted] Executive Response

October 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: Mr [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 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with his accountT-Mobile records confirm that on September 20, 2016, Mr [redacted] participated in the iPhone Trade Up promotion wherein he purchased a new iPhone Black 128GB device and elected to trade in his iPhone 16GB deviceMr [redacted] elected to finance the iPhone through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $plus tax, and agreed to pay for the remaining cost of the device totaling $in monthly installments of $and one final installment of $With this promotion Mr [redacted] will receive a trade in credit of $when his iPhone is received, which will apply toward his account balance, and he will also receive monthly Apple promotional credits totaling $toward his EIP loan for the iPhone Customers who participate in the iPhone Trade Up promotion were required to change their plan to the T-Mobile One planAs such, on September 20, 2016, Mr***’s rate plan was changed from the $Simple Choice Family Time Unlimited Talk, Text and Data plan for two lines, to the $T-Mobile One Unlimited Talk, Text and Data plan for two lines, effective October 11, Since Mr [redacted] is subscribed to automatic payment, he receives a monthly discount of $for each mobile number, reducing his monthly cost before taxes and other features to $As Mr [redacted] states in his correspondence, the T-Mobile One plan is a promotional plan and therefore is not eligible to receive any monthly discounts provided through our Corporate Discount programWe would be happy to change Mr***’s rate plan back to his previous planHowever, if Mr [redacted] elects to change his rate plan back, he will no longer qualify for the iPhone Trade Up promotion and therefore will not receive the monthly Apple promotional creditsIf Mr [redacted] would like for us to change his rate plan back to his previous plan, he may contact me at the number belowT-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, INCBrian W [redacted] Executive Response

May 3, 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 20, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’ satisfactionT-Mobile regrets that Ms [redacted] experienced charging issues with her Samsung Galaxy ShandsetBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageIf the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Ms***’ handset, upon receipt we examined it and it was found to have sustained physical damage to the charger port, which is not covered under the limited warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms [redacted] at the time of the exchangeThis information is also in the material that accompanies the replacement handsetIn an effort to resolve this matter amicably, T-Mobile has applied account credits totaling $for the disputed out-of-warranty fee and applicable taxesThe account currently reflects a balance of $includes monthly recurring charges, Equipment Installment Plan charges, a service warranty processing fee and applicable taxes from the April 13, billing statementT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

November 9, 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 November 3, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] experienced regarding the handset that was blocked and his most recent equipment purchaseAs previously stated in our response on October 26, 2015, T-Mobile blocks phones that have been lost, stolen or obtained fraudulently from being reactivated which helps reduce the amount of handset fraud that occurs when equipment has been acquired by fraudulent methodsRegrettably, this is the case with t Mr***’s device and as such his device cannot be used on our networkOur records confirm that on October 20, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a Samsung Galaxy Shandset as a result of the above mentioned handset being blockedNevertheless, on October 26, 2015, T-Mobile removed the block from Mr***’s handsetIn an effort to amicably resolve Mr***’s concerns, T-Mobile has offered, upon receipt of the handset in like new condition to the address provided below, to remove the EIP from Mr***’s handsetAdditionally, T-Mobile as offered to refund Mr***’s purchase in the form of a prepaid refund card [redacted] T-Mobile recommends that Mr [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Mr [redacted] please include the handset, battery, charger and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned (I.E., missing a battery or charger) a $restocking fee will be deducted from the credit offered aboveIf the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr***Mr [redacted] must have the equipment postmarked for return no later than December 5, 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, INCRuben A [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me T-Mobile was very helpful in resolving this matterThank you

Revdex.com: From: [redacted] [redacted] ** [redacted] Good morning Victoria Carrillo, I, [redacted] request the complaint I filed Case# [redacted] on 4/24/be closed or cancelledI spoke with T-Mobile and there was misunderstanding on my part of their "Return Process Time"I apologize for any inconvenience Confirmation email requested Sincerely, [redacted] ***

July 19, 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 July 6, 2017, regarding the above-referenced account T-Mobile regrets any final billing concerns Mr [redacted] has experiencedT-Mobile records confirm that Mr [redacted] cancelled service on December 14, At the time of cancellation Mr [redacted] account had an active Equipment Installment Plan (“EIP”) for an LG G Pad devicePer the terms of EIP agreement at the time of cancellation, any remaining unpaid balance will become due on the final billing statementHowever Mr [redacted] EIP did not bill out in full following cancellation, and instead continued to generate monthly installment charges of $T-Mobile records confirm that on June 13, 2017, the EIP charged its final monthly installment of $and Mr [redacted] account currently reflects a zero balance following a payment being remitted on July 5, T-Mobile contacted Mr [redacted] and advised Mr [redacted] what occurred in regards to the billing of the EIPT-Mobile further advised Mr [redacted] that his account was not forwarded to a third party collection agency for collection purposesAs payment was made in full the account remains closed and in good standingT-Mobile regrets any inconvenience this caused 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

April 12, 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 2, regarding the above-referenced account We regret any inconvenience to Mr [redacted] regarding his account balance and missing payments, and we appreciate the opportunity to address his concerns T-Mobile records indicate on November 18, 2016, Mr [redacted] activated his account with four lines of service and subscribed in our T-Mobile ONE rate plan priced at $per month for the first two lines of service and $per month for each additional lineMr***’s billing cycle ran from the 19th of the month and closed on the 18th day of the following month with a bill date of the 11th of the month after On November 24, 2016, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP”) program with the purchase of an Apple iPhone Plus 128GB Jett Black device and an Apple iPhone Plus 32GB Black deviceAt the time of purchase, Mr [redacted] was asked to make down payments totaling $169.98, pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $ We have reviewed Mr***’s concerns regarding the missing payments in the amounts of $and $T-Mobile found that the payment of $was processed by Mr [redacted] on November 24, 2016, to cover his upfront cost for his above mentioned device purchases which included down payments of $169.98, $in sales taxes, and $in shipping chargesFurthermore, we found that the payment of $was to cover the cost of four SIM cards priced at $plus taxes eachBoth these payments were made towards equipment purchases and not towards Mr***’s service charges and as such, they would not impact his account balanceT-Mobile regrets any confusion this matter may have caused Regrettably, on January 18, 2017, Mr [redacted] cancelled his account by porting out his mobile numbers to a different carrierAs such, the remaining EIP balances for the devices totaling $1,was accelerated to the final billing statementIncluding the final monthly recurring charges of $and the accelerated EIP charges, the final billing statement totaled $1,On January 18, 2017, Mr [redacted] remitted a payment of $1,and left a remaining balance of $due by February 11, 2017, which went unpaid Further review shows Mr [redacted] had initially requested the line of service with the mobile number ending in [redacted] to be cancelled on January 18, However, on January 21, 2017, Mr [redacted] requested to have the line of service resumed so he may transfer his number out to another carrierThis action caused prorated charges of $to be generated for an updated balance of $due by April 11, In an effort to amicably resolve Mr***’s concerns, on April 12, 2017, T-Mobile applied a courtesy credit of $to his account which is equal to the cost of his SIM cardsAs such, Mr***’s account remains cancelled with a revised past due balance of $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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Sal O [redacted] Executive Response

March 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 8, 2016, regarding the above-referenced accountPlease note that our records confirm that [redacted] has designated [redacted] as an authorized user of this accountT-Mobile is pleased to have resolved this matter to Ms [redacted] satisfactionT-Mobile regrets any coverage concerns that Ms [redacted] has experiencedAlthough we cannot guarantee coverage in any one place, we do our best to approximate coverage in the places that are most important to our customersT-Mobile records confirm that Ms [redacted] home area is limited to very good outdoor coverage, with only marginal indoor serviceT-Mobile is working tirelessly to expand our network and tries our best to keep our customers in the loop regarding anticipated improvementsAlthough we have recently upgraded the towers in Ms [redacted] area, we regret if our recent network upgrades did not meet Ms [redacted] expectationsAs such, upon corresponding with Ms [redacted] regarding this matter, T-Mobile offered to allow her to return her devices to T-Mobile to be relieved of the remaining account balanceUpon receipt of Ms [redacted] handsets and chargers in good/working condition to our office, T-Mobile will issue a credit in the amount of $1,908.74, thereby leaving Ms [redacted] account closed with a zero balanceIn the meantime, the account has been placed on hold to prevent collection activityMs [redacted] was advised that the following handsets and their chargers would need to be included in the return to receive full credit: • iPhone Gray 16GB (two devices) • iPhone Silver 16GB • iPhone Gold 16GB • iPhone 6+ Gray 16GB In addition, T-Mobile recommended that Ms [redacted] request a return tracking number when shipping the equipment, and that she retains a copy of the return tracking number for her records, as T-Mobile is not responsible for equipment being returnedWe also asked that Ms [redacted] please include account information within the box to ensure that she receives the proper credit upon receipt of the devicesPlease be advised that if our final examination of the equipment indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, or the Find My iPhone feature is activated on the handsets, the equipment will be returned to Ms [redacted] and the final balance of $1,will then be considered valid and owedPlease note that Ms [redacted] accepted this offer as resolution in full to her concerns, and has already contacted our office to provide the return tracking number, with an anticipated delivery date of March 16, T-Mobile has agreed to contact Ms [redacted] upon receipt and inspection of the handsetsBased 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, INCKayla J [redacted] Executive Response

August 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 August 6, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] experienced in regards to his paymentsT-Mobile records indicate that on July 29, 2017, Ms [redacted] remitted a payment for $100.00, the second installment for the payment arrangement on the accountOn the same date a second payment of $was requested from Ms [redacted] ’s financial institutionThis payment was not submitted by Ms [redacted] As of August 7, 2017, the second payment of $was returned to Ms [redacted] ’s bank account Upon speaking with Ms [redacted] on August 9, 2017, she confirmed the funds were returned to her bank accountIn an effort of good faith, T-Mobile credited the account $The account currently reflects a balance of $ 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 Jessica G [redacted] Executive Response

May 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced prepaid mobile number T-Mobile regrets any concerns to Mr [redacted] with regards to his data speedsT-Mobile records confirm that Mr [redacted] is subscribed to our $Tourist Plan which includes 1,minutes of talk, unlimited text, and data of which, GB of data are provided at high speed 4G / LTE speed depending on device compatibilityIt is important to note that once the GB bucket has been utilized, data services continue at a reduced rate until the end of the billing cycle A review of the account confirms that on May 6, 2017, Mr [redacted] reached his GB high-speed data bucketTherefore, Mr***’ data speeds were reduced through the end of his billing cycleShould Mr [redacted] require an increased high-speed data bucket, he may change his rate plan by contacting T-Mobile Customer Care at 800-937-8997, online at www.T-Mobile.com, or by visiting a local retail location Please be advised that Mr***, using a T-Mobile device, can dial #WEB# (#932#) and press send to check data usage at any timeT-Mobile also sends a free text message once usage reaches GB during a billing cycleMr [redacted] may also access his individual my.t-mobile.com account webpage to view and monitor current data usageFinally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account informationT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response