T-Mobile USA

Complaint: [redacted] I am rejecting this response because:T mobile continues to harass me when they never contacted me after I canceled themYet there saying they did when then did notI was also told it was not and they charged me not the I reject there response because they continually when they called the last time put me into a seizure from anger whenInteruppting me or telling me they do not care and will take what they want from my accountI did not authorize any money to be taken out when I canceled with themThe one in may I did not authorize nor did I get a phone call or anything in the mailIt was illegally taken from my accountI want them to apologize still and fix this issue Sincerely, [redacted] ***

January 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: Mr [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 January 7, 2017, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] ’s satisfaction In addition, our records confirm that the account holder designated Mr [redacted] as an authorized user on the account T-Mobile regrets that Mr [redacted] was a victim of handset fraud Please be advised that T-Mobile takes the privacy and security of our customer’s accounts very serious T-Mobile has completed its investigation of this matter and determined that the allegation of handset fraud has been substantiated Therefore, Mr [redacted] has been absolved of all financial responsibility for the equipment purchases that took place on December 7, On January 12, 2017, T-Mobile closed all of the Equipment Installment Plans (“EIP”) that were open on December 7, and all charges associated with the disputed equipment have been credited in full T-Mobile confirmed that the Google Pixel promotion that Mr [redacted] qualified for has not been removed from the account and he will continue to receive the monthly credits offered with this promotion As of January 17, 2017, Mr [redacted] ’s revised balance is $and payment is due by today T-Mobile appreciates Mr [redacted] ’s business and we regret any inconvenience that he may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

June 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 June 5, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Ms***’s concerns to her satisfaction T-Mobile regrets any concern to Ms [redacted] regarding her recent experience and appreciates the opportunity to respond to her concernsT-Mobile records confirm that on April 27, 2017, Ms [redacted] signed up for T-Mobile’s T-Mobile ONE rate plan effective May 2, T-Mobile ONE includes unlimited minutes, messaging, and unlimited 4G LTE device data plus a variety of Un-carrier benefits to postpaid customers, with all taxes and fees included in the priceMs [redacted] elected to add the additional $One Plus International data feature allowing Unlimited 4G LTE Smartphone Mobile HotspotT-Mobile records indicate that following the change to T-Mobile ONE Ms [redacted] experienced network issues that were the result of Network Modernization T-Mobile is always working to improve its service, and we regret any data service issues that Ms [redacted] may have experiencedUnfortunately we are unable to guarantee data speeds in any locationThe option to predict an exact speed is not available with the variety of factors that can affect a customer’s experienceThe device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell siteAdditionally, customers may experience different results based on location and number of other customers on the network As Ms [redacted] mentioned in her correspondence to your office, on June 5, 2017, she inquired about possible hacking or smartphone breach concerns on her line ending in It should be noted that T-Mobile’s systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the System Identifying Module (“SIM”) cardThe level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult Nevertheless, as a courtesy to Ms***, on June 14, 2017, T-Mobile issued a credit in the amount of $in the form of a one-time bill credit updating her account balance to zero and any future charges associated with the above mentioned account as a result of a port out that occurred on June 7, 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 regret any inconvenience to Ms [redacted] and hope that she accepts our offer as resolution to 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response

August 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 August 20, 2016, regarding the above-referenced prepaid numberWe are pleased to report that upon speaking with Ms [redacted] , she confirmed that T-Mobile had resolved this matter to her satisfactionT-Mobile regrets Ms [redacted] ’s concerns with regards to her recent account activationPlease be advised that all customers applying for new service with T-Mobile are required to have a credit checkIn order to run a credit check, customers are required to provide a social security numberT-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirementsOur records indicate that on August 16, 2016, Ms [redacted] provided her social security number to T-Mobile in an attempt to activate serviceAlthough it is our position that the credit check was authorized, as a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to remove Ms [redacted] ’s recent credit inquiryPlease note that it may take up to days for Ms [redacted] ’s credit file to reflect the changesIt is important to note that although Ms [redacted] did not proceed with a Postpaid T-Mobile account, on August 16, 2016, Ms [redacted] activated a prepaid line of service with the mobile number ending in which did not require a credit checkAt the time of activation, Ms [redacted] had an amount due upfront of $Unfortunately, as Ms [redacted] mentions in her letter to your office, upon arriving at her home, she did not have serviceIn instances where a customer may not have a strong signal in her home, T-Mobile will recommend a coverage device such as a Signal BoosterThe T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their homeIn order to qualify for use of the Signal Booster, the customer must have a postpaid or Simple Choice no Credit Check “(SCNC”) account in good standingAs Ms [redacted] was on a prepaid account, she was not eligible for a Signal Booster, but she was offered to migrate to a SCNC account and as a courtesy be provided with a credit equal to the amount paid up frontRegretfully, Ms [redacted] declined our offer and instead requested a refund for $Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, when Ms [redacted] requested to be provided with a $refund, T-Mobile respectfully declinedNevertheless, in an effort to amicably resolve this matter and as an additional courtesy to Ms [redacted] , T-Mobile has agreed to provide a full refund of $in the form of a prepaid refund cardPursuant to a conversation with Ms [redacted] , she indicated that she had disputed the $transaction with her financial institution and would continue her efforts through that avenueHowever, should Ms [redacted] ’s request for a refund be declined through her financial institution, T-Mobile will agree to provide the $refundPlease 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 [redacted] recent contact with our retail location and Customer CareBased 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, INCAlberto V [redacted] Executive Response

May 4, 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 24, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessful T-Mobile regrets any inconvenience to Ms [redacted] regarding her handset concerns Unfortunately, in our review, T-Mobile was unable to determine if Ms [redacted] had purchased her Apple iPhone from the manufacture directlyPlease note should Ms [redacted] elect to contact the manufacture directly for replacement or repair options, T-Mobile is not involved in the process completed by the manufactureMs [redacted] may contact T-Mobile Technical Care at 1-800-937-for any additional technical concerns surrounding her Apple iPhone T-Mobile records indicate on April 22, 2017, Ms [redacted] purchased an Apple iPhone Plus from a local T-Mobile retail storeMs [redacted] utilized our Equipment Installment Plan (“EIP”) program to purchase her new Apple iPhone PlusT-Mobile does regret any inconvenience to 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 Martin G [redacted] Executive Response

June 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced file number T-Mobile regrets any inconvenience to Mr [redacted] regarding issues with his handsetUnfortunately, T-Mobile was unable to locate an account with the information Mr [redacted] provided In order to investigate the matter further, we need a valid T-Mobile account number or mobile number 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 For account security please include the last four digits of the account holder’s Social Security number or PIN codeOnce the requested information has been received T-Mobile will investigate as appropriate and advise Mr [redacted] of our findings 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 Christopher R [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 meSincerely, [redacted]

Complaint: [redacted] From: [redacted] [mailto: [redacted] @yahoo.com] Sent: Saturday, October 22, 3:PMTo: Complaints Subject: the problem still not resolved To whom may I concern, I have contacted t mobile when they call me and I can't pickup the phoneHowever, nobody is pick up the phone with the number I left voice mail no response eitherCan you please letting me know what else I have to do to get this problem solvedThank you so much

March 31, 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 March 24, 2016, regarding the above-referenced accountT-Mobile regrets to hear that Mr [redacted] is not satisfied with our previous response dated March 22, T-Mobile has applied credits totaling $1,for the EIP charges associated with the two missing Apple iPhone 6s 64GB devicesAdditionally, T-Mobile has confirmed that the initial down payment of $was returned to Mr [redacted] as his financial institution returned the payment as unauthorizedPlease note T-Mobile’s request for authorization to pull the funds from the card did not process successfully and failedAs a result, a fee of $was created which was later adjusted on February 25, As no payment was successfully processed for Mr [redacted] down payment, T-Mobile would be unable to refund or credit Mr [redacted] for the $In regards to Mr [redacted] concerns regarding the $insufficient funds fee applied to his accountAs referenced in our previous correspondence to your agency the fee was applied when Mr [redacted] payment of $remitted on January 31, 2016, was backed out by his financial institutionPlease note the $fee was credited by T-Mobile on March 3, 2016, but has not yet applied toward Mr [redacted] open balanceOn March 28, 2016, T-Mobile expedited this process by applying the $credit immediatelyT-Mobile has confirmed that as of the date of this correspondence, Mr [redacted] has been duly credited for the returned handsetsMr [redacted] account now reflects a credit balance of $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, INCZachary S [redacted] Executive Response

June 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Mobile No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 19, 2016, regarding the above-referenced prepaid numberT-Mobile is delighted to have resolved this matter to Mr [redacted] ’s concerns to his satisfactionWe sincerely regret any misinformation that Mr [redacted] may have received regarding the service he would receive while using his prepaid service in EuropePlease note that at the time of Mr [redacted] ’s travels, he was subscribed to our Simply Prepaid $rate plan, which does not include any international roaming capabilitiesHowever, please note that T-Mobile offers a $feature to allow international calling, although the rates vary per country and there must be credit balance on the prepaid account to allow the international calls to connect and deductAs Mr [redacted] was not subscribed to the international roaming feature, he was unable to complete any international callsUpon speaking with Mr [redacted] , it appears that he was provided with the international roaming rates which are available to our postpaid customers only through our Simple Global offeringWe regret any inconvenience to Mr [redacted] , and in an effort to amicably resolve this matter, T-Mobile has issued a credit to Mr [redacted] ’s prepaid account in the amount of $150.00, the equivalent of six months of service on his current $per month rate planMr [redacted] accepted this offer as resolution in full to his concernsPlease 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 retail location, and we thank him for bringing this matter to our attention so that the proper feedback can be providedBased 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

June 29, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 correspondencedated June 23, 2015, regarding the above-referenced account Please be advised that T-Mobilerecords indicate the account holder of record is [redacted] ***, and that shehas designated [redacted] as an authorized user of the accountT-Mobile is happy to report we have resolvedthis matter to Ms***’ satisfaction Upon review of Ms***’ monthlyrecurring charges, records indicate that since her account was activated onJuly 1, 2014, Ms [redacted] has subscribed to the $Simple Choice Value Family Unlimited Talk & Text rate plan In addition to her rate plan, Ms [redacted] issigned up for the $JUMP! feature for the mobile numbers ending in ***and ***Furthermore, the line ending in [redacted] is considered her third line andis being charged the $add a line feeLastly, Ms [redacted] is paying $for monthly Equipment InstallmentPlan (EIP) charges In total, Ms***is paying $for her monthly recurring charges plus applicable taxes andfees Please note, T-Mobile hasconfirmed Ms [redacted] is being billed correctly in accordance with her serviceagreement upon original activationAdditionally, Ms [redacted] may contact me at the number listed below shouldshe still require a copy of her service agreementIn Ms***’ letter to youroffice, she indicates that she is not able to use service with her handset inor around her home We regret anycoverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in allareas There are several factors, suchas: network changes, traffic volume, service outages, technical limitations,signal strength, equipment, terrain, structures, foliage, weather, and otherconditions that may interfere with actual service, quality, and availability T-Mobile’s engineering team has investigatedMs***’ concerns and they have determined that she is in an impairedcoverage area and coverage issues are to be expected at her school campus In an effort to resolve this matter, Ms [redacted] may returnher devices in like-new condition and T-Mobile agrees to remove the remainingEIP balance on the account so that Ms [redacted] may search for a carrier that betterfits her needs The handsets can be mailed to me at the followingaddress: T-Mobile USA, Inc.Attn: Zachary ***c/o ExecutiveResponseP.OBox ***Albuquerque, NM T-Mobile recommends that Ms [redacted] request a tracking numberwhen shipping as T-Mobile is not responsible for equipment being returned backto T-Mobile We ask that Ms [redacted] please include the handsets,batteries, chargers, and her account information to insure proper creditwithin the box Please be advised if the full kit is not returned such asthe charger a $restocking fee will be deducted from the credit offeredabove If the handsets have sustained either physical or liquid damagethat would void the Limited Warranty the handsets will be returned to Ms***and the EIP balance will then be considered valid It is important tonote that Ms [redacted] must have the equipment post marked for return no laterthan July 26, Should Ms [redacted] fail to meet this date the offershall be considered void and charges will be considered validUpon speakingwith Ms [redacted] she accepted this offer as resolution to her concernBased on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCZachary ***Executive Response

April 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 April 11, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr [redacted] he confirmed that this matter has been resolved to his satisfaction T-Mobile regrets to hear of any issues that Mr [redacted] experienced with subscribing to our T-Mobile ONE rate plan and his estimated monthly service chargesPlease be assured that T-Mobile strives to provide complete and accurate information to our customersWe apologize if Mr [redacted] feels that this was not his experience From September 8, 2016, through December 6, 2016, T-Mobile had an amazing promotion for new and existing customers, Mr***, who subscribed to the T-Mobile ONE plan was eligible to receive either a $or $bill credit to get their 4th line free, making the total cost for T-Mobile ONE lines with AutoPay $and $without AutoPay T-Mobile records confirm that Mr [redacted] initiated the activation of his account on November 25, for four mobile numbers ending in 8051, 8082, 5469, and Upon review of the account, records show that Mr [redacted] was successfully enrolled in AutoPayAs such, if enrolled in the promotion, he should have expected his monthly service charges to be $per month, plus applicable taxes and fees In reviewing Mr***’s concerns, T-Mobile records confirm that although he initiated the order for activation of his T-Mobile account within the promotional timeframe, the account was not fully activated until December 7, Unfortunately, and due to an inadvertent error, the promotional bill credits for the 4th line for free did not apply to the account On April 13, 2017, T-Mobile contacted Mr [redacted] to discuss the information mentioned above, and assist him with his concernsAs T-Mobile was able to confirm that his account was eligible for the promotion, in an effort to amicably resolve the matter, T-Mobile offered Mr [redacted] a one-time bill credit of $100.00, equaling the five months for the promotional bill credits that did not automatically apply, leaving the account with a balance of $due on April 28, In addition, T-Mobile has successfully enrolled Mr [redacted] in the promotion, and going forward, Mr [redacted] can expect the promotional bill credits to be automatically appliedT-Mobile has scheduled a follow up with Mr [redacted] on May 9, to review the account and ensure that the promotional bill credits are properly applyingT-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 Adrianne F [redacted] Executive Response

October 12, 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 September 29, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that Ms [redacted] might have experienced during her account activationT- Mobile is please to advise that Ms***’s concerns have been resolved to her satisfaction T-Mobile records confirm on September 27, 2017, that Ms [redacted] was able to successfully activate service for the lines ending in and on the account number [redacted] These two lines subscribed to our T-Mobile ONE rate plan that has a monthly cost of $Please be advised that this plan offers a $monthly discount per line for being signed up on automatic paymentsMs***’s new account is signed up for automatic payments, and as such, she will receive a $discount monthly as long as the automatic payments remain activeMs [redacted] has confirmed that her account is set up correctly Please be advised that T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list This Discount Program is referred to as the T-Mobile Advantage Program This was a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective Customers were required to recertify their employment on an annual basis to maintain their monthly discount As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedAs of September 28, 2017, Ms [redacted] applied for the Advantage Program and approval is currently in a pending status 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***’s recent contact with our activations department T-Mobile has completed its investigation of this matter and we have been unable to substantiate the allegation of fraud or identity theft T-Mobile determined that an account has not been activated matching Ms***’s Social Security numberWe regret for any misunderstanding and inconvenience to Ms [redacted] regarding her account 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: The complaint has been resolved to my satisfactionSincerely, [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 meWhile my initial experience with T-mobile wasn't very pleasant, they have gone above and beyond to rectify the situationMy only negative experience with them was advertising from their telesales departmentEverything/everyone else has been great (customer service reps, executive reps, their network coverage and devices) For any new potential customers who go through T-Mobile telesales, I would suggest asking for everything in writing to avoid a similar issue Thank you again T-Mobile (and William) for all your help addressing my experience.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the system shows the rebate pm 2/was rejected and 4/the new value of the rebate is zero? I also need to make sure they send it to my MAIL ADDRESS ONLY = PO BOX ***, LANCASTER, CA 93584Sincerely, [redacted]

September 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 September 1, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding the return of her handsetOur records confirm on August 18, 2017, Ms [redacted] purchased an Apple iPhone 6SAt the time of Ms [redacted] ’s purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it met her 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 Equipment Installment Plan (“EIP”) entered into at the time of the original purchase On August 30, 2017, Ms [redacted] contacted T-Mobile about returning the Apple iPhone 6S within the return periodMs [redacted] was provided a pre-paid UPS shipping label through email to ship back the handsetOn September 1, 2017, T-Mobile advised Ms [redacted] that we were unable to mail out a pre-paid UPS shipping label for the return of the handset within the return period On September 11, 2017, in an effort to amicably resolve this matter, T-Mobile deposited a voicemail providing Ms [redacted] the address to a UPS location where they would be able to print out the return shipping label for herOn September 13, 2017, Ms [redacted] confirmed the Apple iPhone 6S had been shipped backIn an effort to further resolve this matter, T-Mobile agreed to follow up on September 22, 2017, to confirm the handset had been received back and initiate a full refund 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 Carolina F [redacted] Executive Response

September 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 September 15, 2017, regarding the above-referenced account T-Mobile has confirmed that [redacted] and [redacted] * [redacted] are one in the same T-Mobile regrets that Mr [redacted] has concerns with his final balance of $which has been transferred to our third-party collection agency, Diversified Consultants Inc Please be advised that on December 3, 2015, Mr [redacted] activated T-Mobile service and was subscribed to the Simple Choice North America Unlimited Talk, and Text rate plan for $ Mr [redacted] subscribed to the gigabyte (“GB”) data feature for $for his line ending in Additionally, Mr [redacted] subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $for his Mobile Internet (“MI”) line ending in It is important to note that on March 4, 2016, pursuant to Mr [redacted] ’s request, T-Mobile cancelled his line ending in However, Mr [redacted] ’s account remained active with the MI line ending in The last payment T-Mobile received from Mr [redacted] was on December 28, 2016, in the amount of $Additionally, Mr [redacted] ’s account has carried a past due balance since the billing statement dated February 5, The billing statement dated February 5, 2017, reflected a past due balance of $and new charges of $for a total balance due of $ The balance compromised of monthly access charges, a late fee, and applicable taxes and fees for service from February 5, through March 4, The billing statement dated March 5, 2017, reflected a past due balance of $and a new credit balance of $which was applied to the past due balance for a total balance due of $ The balance compromised of prorated monthly access charge credits, and applicable taxes and fees for service from March 5, through April 4, The billing statement dated April 5, 2017, reflected a past due balance of $and charges of $for a total balance due of $ The balance compromised of late fees, and applicable taxes and fees for service from April 5, through May 4, Our records confirm that on April 12, 2017, Mr [redacted] ’s account was cancelled for non-paymentThe final billing statement dated May 5, 2017, reflected a past due balance due of $ It is important to note that Mr [redacted] was not billed for monthly access charges during this billing period due to the cancellation of the account It is T-Mobile’s position that the charges are valid and owed After Mr [redacted] ’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact Mr [redacted] in an effort to resolve his outstanding balance As T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Mr [redacted] ’s account was referred to a third- party collection agency, Diversified Consultants Incfor further collection efforts In conjunction with the attempt to collect the outstanding balance, Mr [redacted] was billed an outside collections fee of $18.70, bringing the balance on the account to $ It is T-Mobile’s position that Mr [redacted] was billed appropriately and the balance is considered valid and owing Mr [redacted] can contact Diversified Consultants Inc., at 1-877-550-to make arrangement for payment 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 Sharon B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The response from the business didn't include the deposit that I made for the phone and it it didn't mention the fact that I have the iPhone plus which I was told would be free once I traded in my old phone (6a plus) and made a depositHowever, after making a deposit and trading in my phone and adding the monthly credits it still DOESN'T cover the price of the iPhone 7PLUS that I haveAlso, the rep responded to Revdex.com but didn't respond to my email to themI called times and got their voicemailThe response is generic and not specific to my case which explains the lack of knowledge of the product that I actually have or the deposit that I made.Sincerely, [redacted]

October 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] - [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 October 1, 2017, regarding the above-referenced account Please be advised that T-Mobile has confirmed that the complainant [redacted] - [redacted] and the account holder [redacted] * [redacted] are in the sameWe are pleased to report that we have resolved this matter to Ms [redacted] - [redacted] ’ satisfaction T-Mobile is delighted that Ms [redacted] - [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family We regret hearing of Ms [redacted] - [redacted] ’ concerns with our Carrier Freedom promotion and the status of her submission 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] - [redacted] ’ recent contact with our retail location and Customer Care T-Mobile records indicate that Ms [redacted] - [redacted] activated her T-Mobile account on July 7, 2017, with mobile numbers ending in and At that time, Ms [redacted] - [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy SPlus devices At the time of the purchase, Ms [redacted] - [redacted] was asked to make two down payments of $and pay the taxes on the full retail price, and she agreed to a series of two 24-monthly installments of $each By purchasing T-Mobile equipment, Ms [redacted] - [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device During the Limited Warranty period, Ms [redacted] - [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage Our records reflect that on September 14, 2017, a Warranty replacement Samsung Galaxy SPlus device was sent to Ms [redacted] - [redacted] for her line ending in and was delivered the next day on September 15, On October 2, 2017, our record reflect that Ms [redacted] - [redacted] contacted our Technical support team and indicated that she was unable to get data connection on her lines ending in and At that time, our technical support team, completed troubleshooting and was able to repair Ms [redacted] - [redacted] ’ data connections on both lines of servicesIt is important to note that Ms [redacted] - [redacted] has not reported any further device or service issues since this time Should she experience any further device or service issues, we request that Ms [redacted] - [redacted] contact our technical care team as soon as possible so that the appropriate troubleshooting may be completed to fix the issue Furthermore, as Ms [redacted] - [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-Mobile In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer These promotions are collectively known as Carrier Freedom In order to qualify for the reimbursement of early termination fees and or final equipment charges, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationIn addition, if attempting to get reimbursed for final equipment charges, customers are required to trade in the device in question to T-Mobile and may be reimbursed in a combination of a partial trade in credit for the value of the device being traded in and the remaining through our reimbursement programAs indicated on the website, approval of the required documents and reimbursement may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited To be eligible for reimbursement, the T-Mobile account must be in good standing As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity Unfortunately, T-Mobile was unable to locate any record of Ms [redacted] - [redacted] submitting these documents within the allotted timeframe However, upon speaking with Ms [redacted] - [redacted] on October 3, 2017, in an effort to amicably resolve this matter, T-Mobile has offered to issue a refund in the amount of $for the final qualifying charges assessed by her previous service provider Ms [redacted] - [redacted] should expect to receive a refund card within seven to ten business days Ms [redacted] - [redacted] has accepted this offer as full resolution to her concerns and 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response