T-Mobile USA

Complaint ID [redacted] has been resolvedI no longer require any further assistanceThe business helped me to resolve the issue on the account and provided me with a bill credit [redacted]

June 23, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 17, 2015, regarding the above-referenced account T-Mobile records show that Ms [redacted] activated the account with themobile number ending in [redacted] on June 10, Our records show that Ms [redacted] subscribed to our Simple Choice Unlimited Talk, Text and Data rate plan for $50.00per month Our records show that Ms[redacted] subscribed to Premium HandsetProtection with Mobile Security for $per month and the optional Simple Choice 5GB Data and HotSpot for$per month T-Mobile records confirm that Ms [redacted] canceled her accounton January 8, when she ported her mobile number ending in [redacted] to anotherservice provider Ms***’s billingcycle ran from the 14th of one month to the 13th of thefollowing month Pursuant to T-Mobilepolicy, customers may be billed through the end of their current billing cycleif they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through January 13, Ms***’s final billing statement was dated January 13,and that balance totaled $for services from December 14, 2014through January 13, The finalbalance was due no later than February 6, T-Mobile records indicate that Ms***’s mobile number ending in ***utilized 1,airtime minutes, a large amount of text and picture messages and2,MB of data from December 14, through January 8, 2015, whichindicates that she received the benefit of our servicesT-Mobile records indicate that we last received a payment inthe amount of $on January 18, 2015, which left a remaining balance in theamount of $that was due by February 6, T-Mobile records do not indicate that Ms [redacted] contacted usto dispute the final balance As thefinal balance remained unpaid, the account was referred to [redacted] for the collection of the past due balance It is T-Mobile’s position that the past due balance in theamount of $is valid and owedAs a courtesy to Ms [redacted] and in an effort to amicablyresolve this matter, on June 23, 2015, T-Mobile issued a credit to the accountin the amount of $for the pro-rated charges incurred from January 8, 2015through January 13, Ms***’srevised final revised balance now totals $for services rendered and usedfrom December 14, through January 7, Please be advised that it may take up to three business days for [redacted] to update their records to reflect the revised balance Ms [redacted] may contact [redacted] at [redacted] to remit payment for the remaining balance of $for services rendered andused from December 14, through January 7, As a courtesy to Ms***, if she pays theremaining balance of $in full by July 7, 2015, she may contact me at my numberbelow and T-Mobile will request to have any reporting to the credit bureausregarding this account deleted T-Mobile regrets any inconvenience to Ms*** Based 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, INCAlly Y***Executive Response

May 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 25, 2016, 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 regrets any concerns Ms [redacted] may have experienced with her father’s accountPlease note that T-Mobile takes account security seriously, authorized users are granted certain permissions by the primary account holder in order to make account changes, but only the primary account holder may request to cancel a line of serviceOn April 28, 2016, T-Mobile spoke to Ms [redacted] and advised her that only the account holder could cancel a line of serviceMs [redacted] stated that Mr [redacted] was unable to speak or visit a T-Mobile store to authorize the cancelationAs such T-Mobile recommended that Ms [redacted] mail in a signed and notarized Power of Attorney with a valid date so she may be able to process the cancelation requestMs [redacted] was advised to send the correspondence to the following address: [redacted] In a continued effort to work with Ms [redacted] per her request the mobile numbers ending in [redacted] and [redacted] where suspended and going forward she would be would bill $for each line for a maximum period of three monthsA $courtesy credit was applied to Ms [redacted] ’s account leaving a remaining balance of $Ms [redacted] accepted the resolution and had no other concernsBased 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, INCRobert R [redacted] Executive Response

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 8, regarding the above-referenced accountT-Mobile has confirmed that [redacted] and [redacted] is the same personT-Mobile regrets any concerns Ms [redacted] experienced with his T-Mobile account and we are pleased to report that we have resolved Mr***’s concerns to his satisfactionT-Mobile regrets any misunderstanding to MrMr***’s regarding T-Mobile’s Carrier Freedom program and any concerns he experienced with the cancelation of his accountAs Mr [redacted] is aware, in early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.Scarrier to T-MobileThere are several eligibility requirements for the early termination fee reimbursementOne of those requirements being that the customer must trade in a handset they own and purchase a new T-Mobile handset in order to qualifyCustomers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile account for reimbursementT-Mobile records indicate that Mr [redacted] activated the account on December 1, 2015, with the mobile number ending in ***Mr [redacted] subscribed to our now grandfathered Simple Choice North America Unlimited Talk Text plus Data rate plan for $per month plus taxAt the time of activation, Mr [redacted] placed an order for a Coolpad Rogue for $including taxesPlease note there are no records that indicate that Mr [redacted] traded in any handsetMr***’s account was billed with our ‘bill current’ billing system, which means that he was billed for services in advanceMr***’s billing period started on the 15th of each month and ran through the 14th of the following month; payment was due on the 7th of each monthOn December 15, 2015, Mr [redacted] was sent a billing statement in the amount $for services from December 1, 2015, through December 14, This payment was due on January 7, On January 15, 2016, Mr [redacted] was sent a billing statement in the amount of $which consisted of new charges of $for services from December 15, 2015, through January 14, 2016, and his previous balance of $The past due amount was due immediately and the payment for the new charges was due on February 7, On January 16, 2016, Mr***’s account was suspended and it was later cancelled on February 6, 2016, as a result of non-paymentPlease be advised that T-Mobile stops charging monthly access charges when an account becomes fully suspended for non-paymentOn February 9, 2016, Mr [redacted] remitted a payment to his account in the amount of $to bring his account current and to resume his serviceT-Mobile records also indicate that Mr [redacted] requested to seasonally suspend his service, beginning on February 15, T-Mobile offers one seasonal suspension per calendar year per line of service for a maximum of consecutive daysMr [redacted] was informed at that time of the suspension that a $plus tax monthly fee per line of service would be chargedIt is important to note that the account must be current in order to process a seasonal suspension and remain current while suspendedOn February 15, 2016, Mr [redacted] was sent a billing statement in the amount $for service charges from February 9, 2016, through February 14, 2016, and a late feeThis payment was due on March 7, On March 15, 2016, Mr [redacted] was sent a billing statement in the amount $which consisted of new charges of $for services February 15, 2016, through March 14, and his previous balance of $The past due amount was due immediately and payment for the new charges was due on April 7, On March 24, 2016, Mr***’s account was suspended and it was later cancelled on April 28, 2016, as a result of non-paymentOn April 15, 2016, Mr [redacted] was sent a billing statement in the amount $which consisted of new charges of $for services March 15, 2016, through March 23, and his previous balance of $The past due amount was due immediately and payment for the new charges was due on May 7, Mr***’s final billing statement dated May 15, 2016, totaled $36.33, which was comprised of past due balance of $and new charges of $The new charge consisted of a $late fee plus applicable taxesT-Mobile records confirm that on June 22, 2016, Mr [redacted] remitted a payment in the amount of $to bring his account currentPlease note that Mr***’s account was not referred to an outside third party collection agency but was handled by T-Mobile’s internal collection departmentOn July 12, 2016, T-Mobile spoke to Mr [redacted] and advised as there was no record of a trade in; as such, he was not eligible for the Carrier Freedom reimbursementNevertheless, in an effort to amicably resolve the matter, T-Mobile issued a refund in the amount of $to Mr***Please be advised the refund was sent via direct deposit and should post to Mr***’s account within one to three business daysMr [redacted] was satisfied with the resolution and had no additional concernsBased 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, INCRobert 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] ***

August 16, 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 9, 2016, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Ms [redacted] ’s concerns to her satisfactionT-Mobile is delighted that Ms [redacted] chose T-Mobile as her [redacted] service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms [redacted] ’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 offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulTo be eligible for this offer, each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device tradand a new T-Mobile device purchased for use on that mobile numberThe new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not requiredFor new 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 credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the tradhandset 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 remitted to the customer in the form of a prepaid bank cardT-Mobile records indicate on June 1, 2016, Ms [redacted] activated five lines of service and was able to port her numbers from [redacted] Also, Ms [redacted] took advantage of our EIP program with the purchase of an Apple iPhone 6s Plus Rose Gold 16GB device, an Apple iPhone Plus Silver 16GB device, an Apple iPhone 6s Plus Gold 16GB device, an Apple iPhone Plus Silver 16GB, and an Apple iPhone 6s Plus Rose Gold 16GBMs [redacted] also tradher [redacted] devices and received a total of $in tracreditsOn July 18, 2016, T-Mobile received Ms [redacted] ’s final [redacted] billing statement, however only an early termination of $for the line of service ending in [redacted] was identifiedA credit of $was then applied to Ms [redacted] ’s account the same dayRegrettably, Ms [redacted] ’s prior billing statement did not provide the required details to provide additional credits such as the mobile number and equipment models to match them with the tradevices and the numbers that were ported overAs such no additional credits were provided to Ms [redacted] T-Mobile regrets any inconvenience to Ms [redacted] regarding this matterPlease note, in our conversation with Ms [redacted] she indicated that the sixth line of service mentioned in her complaint to your office, was never discussed with T-Mobile and that a port in request for that line of service was never processedHence, T-Mobile could not port her additional line of service and we respectfully decline Ms [redacted] ’s request for compensation regarding this matterNonetheless, in an effort to resolve Ms [redacted] ’s concerns amicably, on August 12, 2016, T-Mobile approved the reimbursement of $for the line of service ending in ***, $for the line of service ending in ***, $for the line of service ending in ***, and $for the line of service ending in [redacted] for a total of $1,in the form of direct transfer to Ms [redacted] ’s checking accountAlthough Ms [redacted] had already received tracredits of $and an early termination fee credit of $240.00, as a courtesy T-Mobile did not deduct those amounts from her reimbursementBased 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, INCSal O [redacted] Executive Response

July 6, 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 June 23, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets any concerns Mr [redacted] experienced regarding his accountAs indicated in our May 20, response to your file no [redacted] , our records confirm that Mr [redacted] activated his account on July 18, 2015, with two lines of serviceOn July 18, 2015, Mr [redacted] utilized our Equipment Installment Plan (“EIP”) program to purchase two ZTE ZMax handsets and several accessoriesMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $Although this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balanceAdditionally, if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records confirm that Mr [redacted] cancelled his account on May 7, 2016, when he ported his numbers to another providerAs there were active EIPs on Mr [redacted] ’s account at that time, the remaining balance was assessed to his final billing statementMr [redacted] ’s balance owed following the cancellation of his service was $439.38, which included $for monthly access fees, and $for the remaining Equipment Installment Plan balancePlease note that as offered in our May 20, response, on May 23, 2016, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $for the billed monthly access fees and applicable taxesMr [redacted] remained responsible for the balance of $for the remaining EIP balanceOur records confirm that Mr [redacted] contacted Customer Care on June 13, 2016, to arrange for payment of the balance owedRegrettably, a payment arrangement was not available, and payment for the balance owed was requiredAs the account continued to carry an outstanding balance, on June 16, 2016, T-Mobile referred Mr [redacted] ’s account to a third party collection agency for collection of the balance owedIn an effort to amicably resolve Mr [redacted] ’s concerns, on June 24, 2016, T-Mobile issued a credit to his account in the amount of $278.43, closing his account with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr [redacted] ’s credit report to reflect the changeT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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, INCChris P [redacted] Executive Response

September 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 September 2, 2017, regarding the above-referenced account T-Mobile regrets Mr***’ concerns regarding his account billingOur records confirm that on July 29, 2017, Mr***’ activated his T-Mobile accountAt the time of purchase, Mr***’ qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new LG GhandsetMr [redacted] was asked to make a down payment of $188.00, pay the taxes on the full retail price, and he agreed to a series of 24-monthly installments of $ While we regret any misunderstanding about the EIP program and the specifics of the offer to Mr***, his down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information Review of the account confirms that on July 30, 2017, Mr [redacted] canceled his account when he ported his mobile number to another service providerAdditionally, Mr [redacted] returned the above-mentioned LG GhandsetRegretfully, due to an administrative error, the remaining EIP balance of $for the LG Ghandset was not removed at the time the handset was returnedAccordingly, Mr [redacted] account reflected a $balance for monthly access charges from the date of activation, through cancellation, and the accelerated EIP charges However, upon review of the account and Mr***’ correspondence, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceTherefore, Mr***’ account remains closed with a zero 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 Alberto V [redacted] Executive Response

April 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Ms [redacted] which have proven unsuccessful therefore we will make every effort to address her concerns within this letter T-Mobile regrets any inconvenience to Ms [redacted] regarding her accountT-Mobile records indicate that on March 9, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG AristoEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Based on Ms***’s personal credit history at the time of purchase, she was not required to make a down payment however she was required to pay an upgrade fee of $Ms [redacted] then agreed to a series of monthly installments in the amount of $ By purchasing T-Mobile equipment, Ms [redacted] receives/received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or water damageThe terms of the express, written handset warranty is provided for all customers in the Terms & Conditions Return Policy Limited Warranty which is included in the box of the new handset Additionally, customers may add a Premium Handset Protection (“PHP”) for an additional monthly cost within the first days of purchasePHP is a service that provides an extended warranty, insurance coverage for accidental damage, and lost or stolen protectionPrices vary depending on the handset’s make and model Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our 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 Mercedes V [redacted] Executive Response

September 11, 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 4, 2015, regarding the above-referenced accountT-Mobile regrets any misunderstanding or confusion surrounding the billingT-Mobile records indicate that Mr [redacted] cancelled his account on August 2, via a port out to another carrierMr [redacted] billing cycle ran from the 8th of one month to the 7th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] received a billing statement totaling $for services from July 8, to August 7, These charges are considered valid and owedPlease note Mr [redacted] account received a corporate discount each month; however as the account was not active for the full billing cycle and was in a canceled status the discount was not applied toward the August billing statementIn an effort to amicably resolve Mr [redacted] concerns, on September 5, our Customer Care department issued a credit for the prorated charges assessed after August 2, and the corporate discount not received in the amount of $Mr [redacted] T-Mobile account remains cancelled with a balance of $which represents charges from July 8, to August 2, Mr [redacted] may contact our Customer Care department at [redacted] or may remit payment to the address listed on his billing statement by September 28, T-Mobile regrets any inconvenience this may have caused 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 [redacted] Very truly yours, T-MOBILE USA, INCTy R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

August 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 6, 2016, 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 inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with her equipmentT-Mobile records confirm that on May 26, 2016, Ms [redacted] spoke with Customer Care and during this call she advised that Assurant, the company that manages T-Mobile’s Premium Handset Protection program, was unable to replace the Xperia Zdevice with the same modelAs such, as a courtesy to Ms***, Customer Care offered to perform an in-house claim, wherein a new phone would be ordered and the price adjusted down to $175.00, which is the cost of the deductible when filing a claim through AssurantFurther records confirm that Ms [redacted] accepted this offerAs such, on May 26, 2016, a Certified Pre-Owned Samsung Galaxy Note was ordered through our Handset Upgrade Program for mobile number ending in ***Ms [redacted] agreed to have the price of the device, totaling $616.67, billed to Mr***’s account after which Customer Care advised that a credit would be applied for all but $of the costDue to an inadvertent delay, the equipment charges were billed to Mr***’s July 29, 2016, billing statementOn August 1, 2016, we applied credits totaling $to Mr***’s account for the cost of the equipmentHowever, as Ms [redacted] had agreed to pay $for the device, a portion of the credits totaling $was reversedFinally, our records confirm that between August 5, 2016, and August 6, 2015, we applied credits to Mr***’s account totaling $175.00, making the Samsung Galaxy Note free for Mr***These credits reduced Mr***’s account balance to $and he may verify this by visiting www.T-Mobile.comT-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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

September 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 September 22, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] ; however our attempts have been unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any frustration Ms [redacted] encountered with her taxesPlease understand that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the taxGeographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districtsTax laws require that mobile service be taxed based on the subscriber’s Primary Place of Use (PPU) which may or may not be the same as the subscriber’s billing addressTaxes are charged at both the individual line level and the account levelFor example, individual line level charges are billed based on the PPU provided for that line of serviceIn a family or business account, that means that different lines used in different locations are taxed according to where each is used provided that each line has an up to date PPU on file with T-MobileThe account level charges are based on the billing address for the accountSome taxes and fees are flat rate charges that do not varyHowever, some are based on a percentage of the charges associated with the account or line of service and as such, may vary depending on usage and/or other charges assessedAll taxes are collected and remitted as required by state, local and federal governmentsUpon receipt of Ms [redacted] ’s correspondence, we reviewed her account and have confirmed that, since the date of activation on November 12, 2011, the PPU on numbers ending in [redacted] was [redacted] Unit ***, Tempe, AZ 85281-Our records confirm that we did not receive notification of the incorrect PPU until September 21, 2015, when it was changed to [redacted] **, Phoenix, AZ 85041-Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the chargesTherefore, it is T-Mobile’s position that Ms [redacted] was billed correctlyNevertheless, in an effort to amicably resolve this issue, T-Mobile has applied a $credit to Ms [redacted] ’s account for one month of service chargesThis credit has reduced Ms [redacted] ’s account balance to a credit balance of $Ms [redacted] may verify her current balance by dialing #225# or by visiting www.T-Mobile.comBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

September 11, 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 August 28, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder on record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience that Mr [redacted] may have experienced in regards to the activation of the account Please note that T-Mobile provides accessibility to T-Mobile’s Terms and Conditions at the time of activation prior to acceptance of service We regret hearing that due to an inadvertent system issue, Mr [redacted] was unable to view the full information We make every effort to be professional and courteous and provide full and accurate information to our customers Upon speaking with Ms [redacted] on September 8, 2017, she indicated that she did have copies of the activation paperwork Please note that Ms***’s feedback in regards to accessibility for Terms and Conditions has been noted and will be forwarded to the appropriate persons 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 Jessica G [redacted] Executive Response

May 9, 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 April 26, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Ms***’s concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced in regards to her handset upgradeT-Mobile records confirm that on December 31, 2015, Ms [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of a Samsung Galaxy SGold 32GB handset and a Samsung Galaxy SBlack 32GB handsetMs [redacted] was not required to pay a capital cost reduction, but agreed to a series of monthly lease payments in the amount of $per handset Records confirm that on March 22, 2017, Ms [redacted] returned her Samsung Galaxy Shandsets as part of the JUMP! On Demand lease upgrade programMs [redacted] then leased an Apple iPhone Rose Gold 32GB handset and an Apple iPhone Black 32GB handsetMs [redacted] was not required to pay a capital cost reduction, but agreed to a series of monthly lease payments in the amount of $per handset Due to an inadvertent error, Ms***’s JUMP! On Demand lease balances for her Samsung Galaxy Shandsets were not closed at the time of upgrade and continued to bill to her accountTherefore, in an effort to resolve the matter, on April 27, 2017, T-Mobile closed the remaining JUMP! On Demand lease balances for the Samsung Galaxy Shandsets and applied a credit of $to Ms***’s account for the JUMP! On Demand lease charges on the April 21, billing statementAs Ms***’s account reflected a balance owed of $for the April 21, billing statement charges, the balance was reduced to $Ms [redacted] has accepted this as a resolution to her concerns 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, INC Diana J [redacted] Executive Response