T-Mobile USA

August 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 August 17, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved Mr [redacted] ’s concerns submitted to your office Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our retail location T-Mobile regrets any inconvenience regarding Mr [redacted] ’ concerns with not being qualified to take advantage of the #GetOutOfTheRed promotionOn July 6, 2017, Mr [redacted] elected to activate two voice lines under the T-Mobile ONE Unlimited Talk, Messaging and 4GB LTE Data plan for the cost of $110.00; he then ported the mobile number ending in from his previous service provider and activated the mobile number ending in ***It is important to note that the rate plan includes a $discount for each line of service per month should Mr [redacted] elect to enroll in AutopayAdditionally, Mr [redacted] elected to enroll in a Premium Handset Protection (“PHP”) feature for non-T-Mobile handsets at the cost of $per line of service each monthAt the time, the actions were completed in an effort to be compliant with the promotional qualifications of the #GetOutOfTheRed promotion The # GetOutOfTheRed promotion was a popular promotion made available to all existing and new T-Mobile customers that allowed them to port their mobile numbers from [redacted] and bring a qualifying handset to use on the T-Mobile NetworkAll customers were required to insure their handset with the PHP feature for non-T-Mobile handsets and submit their final bill to www.switch2t-mobile.com to become eligible for Early Termination Fee (“ETF”) Reimbursement and Device Financing Reimbursement for the cost of switching to T-MobileIt is important to note that customers who have already received reimbursement previously under the Carrier Freedom Reimbursement Program would not be eligible for any additional reimbursements under #GetOutOfTheRed As Mr [redacted] indicated in his correspondence to your office, on August 12, 2017, he visited the www.switch2t-mobile.com website to upload his final bill to complete the reimbursement process for the # GetOutOfTheRed promotionAt that time, Mr [redacted] he was advised that he would not qualify for the promotion as he had already qualified for and took advantage of the Carrier Freedom Reimbursement program in November of On August 16, 2017, T-Mobile advised that he would not be able to receive the reimbursement that he was requesting for the #GetOutOfTheRed promotion due to being reimbursed previously for Carrier Freedom in However, in an effort to amicably resolve Mr [redacted] ’ concerns, T-Mobile offered a one-time credit of one-half the final bill submission of $1,from his previous provider as a one-time account credit in the amount of $651.54, in lieu of receiving the reimbursement, to which he acceptedAt the time, Mr [redacted] carried a bill balance owed for services rendered in the amount of $and was due on August 27, 2017; as such, the balance on the account after the credit was applied was a total credit balance in the amount of $ Finally, on August 19, 2017, as a gesture of good will, T-Mobile agreed to apply an additional one-time account credit in the amount of $in order to fully satisfy the total amount of $1,that was reflected on his final bill from his previous carrierMr [redacted] ’ account was updated to reflect a credit balance of $1,173.08, which was then refunded to him in the form of a prepaid MasterCard and sent out to his address of recordIt is important to note that the refund will take up to ten business days to reach Mr [redacted] Should Mr [redacted] have any additional concerns regarding the receipt of the pre-paid MasterCard he may reach out to Wirecard at 1-877-855- 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 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Jhayd G [redacted] Executive Response

April 10, 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 1, 2017, regarding the above-referenced account T-Mobile regrets any continued billing concerns Mr [redacted] may have and we appreciate the opportunity to address his concernsA detailed breakdown of Mr***’ charges is as follows: T-Mobile records indicate Mr [redacted] was subscribed to our T-Mobile ONE rate plan with two lines of service for $and $per additional line of serviceMr [redacted] was also subscribed to our Simple Choice Wearable rate plan for $per monthPlease note that customers like Mr [redacted] were eligible to receive a $per month discount towards the wearable rate plan as he was also subscribed to a voice line of service Further, T-Mobile records indicate Mr [redacted] qualified for and took advantage or our JUMP! On Demand (“JOD”) lease offer with two Samsung Galaxy S handsets on March 3, At the time of Mr***’ lease signing he was not required to remit a capital cost reduction payment, he agreed to monthly lease payments of $per handset, and a purchase option price of $per handsetAdditionally, T-Mobile records indicate Mr [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”) offering on March 25, 2016: • A Samsung Galaxy Grand prime with monthly installments of $ • A Samsung Galaxy S Edge+ handset with monthly installment so f $ • A Samsung Galaxy Note handset with monthly installments of $ T-Mobile records reflect that on September 4, 2016, Mr [redacted] participated in the Limited Warranty Exchange process for his non-working Samsung Galaxy SAt that time Mr [redacted] was provided instructions on the return process and was advised that she would be subject to a non-return fee if the non-working handset was not returned within days of delivery of the replacement As T-Mobile did not receive the non-working handset Mr***’ account was assessed a non-return fee of $Furthermore, on November 23, 2016, Mr [redacted] was sent a billing statement showing an outstanding balance of $1,which consisted of a past due balance of $342.84, monthly recurring charges from November 24, 2016, through December 23, 2016, as well as the non-return fee for the Samsung Galaxy S Further, as Mr***' account carried a past due balance, his account was suspended on December 18, Anytime an account carries a past due balance, it may be subject to suspension and or cancellationAdditionally, customers may be charged a fee if services are suspended, and we later restore servicesAccordingly, following payments totaling $347.36, and a $courtesy credit, on December 23, 2016, Mr [redacted] was sent a billing statement in the amount of $1,630.93, which consisted of a past due balance of $1,072.76, as well as monthly recurring charges from December 24, 2016, through January 23, As payment was not received toward the account balance, Mr***’ account was suspended on February 11, As such, Mr [redacted] was sent a billing statement on February 23, 2017, in the amount of $2,428.35, which consisted of a past due balance of $1,812.10, new charges from February 24, 2017, through March 23, 2017, as well as adjustments for services from January 24, 2017, through February 23, 2017, for services billed during the suspensionPlease note that Mr [redacted] was billed six restore from suspend fees, which were detailed on this billing statement Upon further review of Mr***’ account on February 28, 2017, T-Mobile confirmed receipt of the non-working Galaxy Shandset, and therefore issued a credit in the amount of $718.79, reducing Mr***’ balance to $1,Additionally, T-Mobile issued a credit in the amount of $for the pro-rated charges incurred while services were suspended on December 18, 2016, reducing his balance to $1, In an effort to amicably resolve Mr***’ concerns regarding the restore from suspend fees as detailed in our response to your file number [redacted] , on February 28, 2017, T-Mobile issued a credit in the amount of $120.00, for the restore from suspend fees assessed for the February 11, 2017, suspension As T-Mobile did not receive a payment toward the outstanding balance of the account, on March 24, 2017, Mr [redacted] was sent a billing statement in the amount of $1,which consisted of a past due balance of $1,393.99, as well as new monthly recurring charges from March 24, 2017, through April 23, It is T-Mobile’s position that this balance is accurate and owed, and T-Mobile respectfully declines Mr***’ request for additional credits toward his account balanceTo avoid further collection activities we encourage Mr [redacted] to contact our Customer Care team by calling 800-937-to remit paymentT-Mobile regrets any inconvenience to Mr*** Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’ recent conversations 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 Ronnie A [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] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Ms***’ at the number provided within the correspondence, which have proven unsuccessful Unfortunately, T-Mobile was unable to locate an active T-Mobile account with the information Ms [redacted] provided and as such, we were unable to complete our investigationHowever, upon researching the phone number that Ms [redacted] provided as a call back number on her correspondence to your office, confirm this number to be a MetroPCS number Please be advised on May 1, 2013, T-Mobile combined with MetroPCS, providing our customers with more optionsHowever it is important to note that T-Mobile and MetroPCS continue to operate as separate brands and accordingly, MetroPCS is continuing to handle all complaints directed under this brandAs such, T-Mobile requests that this complaint be directed to MetroPCS at P.OBox Dallas, TX Furthermore, should Ms [redacted] require our assistance to further review a T-Mobile account, she may contact me at the number below if she wishes to discuss the 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 Mercedes V [redacted] Executive Response

February 6, 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 January 28, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced with our iPhone Trade Up promotionT-Mobile records indicate that on September 12, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone with 128GB of memory on his mobile number ending in ***At the time of Mr***’s purchase, he was required to make a down a payment of $for his iPhone with 128GB of memoryMr [redacted] then agreed to 24-monthly installment charges of $ Our records further indicate that Mr [redacted] is participating in our September iPhone Trade Up promotion whereby he is eligible to receive a tracredit applied to his account balance and then and a monthly credit for his monthly EIP bill over 24-months Regretfully, T-Mobile does not have a traprocessed on Mr***’s original handset order for his iPhone Our records indicate that T-Mobile offered Mr [redacted] a tracredit of $and we applied a tracredit of $to his account on January 27, Mr [redacted] advised our Customer Care that he had tradan iPhone serial number [redacted] and this trawas intended for our iPhone Trade Up promotion In an effort to amicably resolve this matter, on January 31, 2017, T-Mobile applied a courtesy credit of $for his previous monthly EIP charges paid by Mr [redacted] and we have closed Mr***’s iPhone EIP in the amount of $Mr [redacted] will no longer receive monthly EIP charges for his iPhone on his mobile number ending in ***T-Mobile regrets any concerns Mr [redacted] experienced with his iPhone Trade Up promotion 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 Ligia M [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 meHowever, the phone received (the On 5) had a large scratch/crack down the screen I have since emailed T-Mobile about this Sincerely, [redacted]

April 24, 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 11, 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 inconvenience to Ms [redacted] regarding her handsetT-Mobile records indicate that on October 22, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 16GBBy purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account, this warranty has been extended as she subscribes to the optional JUMP featureDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramT-Mobile records indicate that Ms [redacted] completed six handset exchanges on her Apple iPhone since she purchased itAdditionally, on April 7, 2017, Ms***’s account received a credit of $as a reimbursement for a screen protector Furthermore, in an effort to amicably resolve this matter, T-Mobile agreed to replace Ms***’s defective Apple iPhone 16GB-Gold with a new Apple iPhone GB-GoldMs [redacted] should receive the new device within the next five to seven business daysUpon receipt, Ms [redacted] has days to return the defective device to our Executive office Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent visit to our retail location 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

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]

December 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your c***pondence dated December 8, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] A***, and that he has designated [redacted] as an authorized user of the accountPlease be advised that T-Mobile has successfully resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any concern Ms [redacted] experienced in regards to the delayed reimbursement of $T-Mobile spoke with Ms [redacted] on December 12, 2017, and she verbally confirmed that Mr [redacted] had reflected the refund of the $on December 8, 2017, on their financial statementT-Mobile asked that Ms [redacted] contact me directly at the number below if she has any additional concerns regarding this 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 Oscar T [redacted] Executive Response

March 18, 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 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Mr [redacted] , which has proven unsuccessful therefore, we will make every effort to address his concerns within this letter T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to his refund requestT-Mobile records confirm that on October 20, 2015, Mr [redacted] activated a postpaid account with one voice line of serviceAt the time of activation, Mr [redacted] ’s account was subscribed to the Simple Choice North America Unlimited Talk and Text rate plan for $per month, plus taxes On the same day, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SGold Platinum handset with 32GB of memoryMr [redacted] was not required to make a down payment and agreed to a series of monthly installments of $ On October 21, 2015, Mr [redacted] took advantage of T-Mobile’s JUMP! On Demand lease options with the lease of a Samsung Galaxy SGold handset with 32GB of memoryMr [redacted] was not required to pay a capital cost reduction and agreed to a series of monthly lease payments in the amount of $ Records confirm that Mr [redacted] ’s October 21, billing statement reflected a balance owed of $for the billing cycle charges from October 21, through November 20, On November 2, 2015, T-Mobile received a payment of $54.41, reducing the account to a zero balance On November 8, 2015, Mr [redacted] ’s account was cancelled when he ported his number to another service providerPlease note that Mr [redacted] ’s billing cycle ran from the 21st of one month to the 20th 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] was billed through November 20, Please note that T-Mobile records confirm that from October 21, through November 8, 2015, Mr [redacted] ’s utilized minutes, sent and received text messages and utilized megabytes of dataTherefore, it is T-Mobile’s position that Mr [redacted] successfully utilized the services and we respectfully decline his request for a refund of his payment for the monthly recurring charges If a customer has an open EIP or JUMP! On Demand lease and the account is canceled, any remaining equipment financing balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the financing agreements for both the EIP and the JUMP! On Demand leaseWhen the account was canceled the remaining equipment financing balance of $1,was accelerated and posted to the final billing statement dated November 21, It is T-Mobile's position that this amount is valid and owed Please be assured that T-Mobile strives to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care department On November 8, 2015, T-Mobile verified the receipt of Mr [redacted] ’s Samsung Galaxy SGold handsetTherefore, on that day, T-Mobile applied a credit of $to Mr [redacted] ’s account, reducing the balance owed to $Additionally, on December 10, 2015, T-Mobile applied a credit of $to Mr [redacted] ’s account for the remaining EIP balance on his Samsung Galaxy SGold Platinum handset, reducing the balance owed to $ In an inadvertent error, on that day, the remaining handset balance of $was not creditedTherefore, as a payment was not received, on February 14, 2016, Mr [redacted] ’s account was transferred to AmSher, a third-party collection agencyOn February 19, 2016, T-Mobile applied a credit of $to Mr [redacted] ’s account, reducing the balance owed to zeroIn addition, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountAs of the date of this letter, Mr [redacted] ’s account remains cancelled with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

March 22, 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 March 8, 2016, regarding the above-referenced account We are pleased to report that we have resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile regrets any inconvenience Ms [redacted] may have experienced during her recent visit to a T-Mobile retail locationT-Mobile strives to provide world-class service to all of our customers on each and every contact and to be professional and courteous We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s visit Please note that while our retail store representatives strive to assist customers with their handset concerns to the best of their ability; they are not trained technicians and may not have the availability or capability to perform all aspects of troubleshooting including updating software However, our technical support team is always available to assist customers via telephone Please be advised that on March 11, we spoke with Ms [redacted] and provided step by step instructions on how to update her device via email Additionally, we advised Ms [redacted] that she may contact the manufacturer directly if she has additional concerns regarding the update processFurthermore, in an effort to amicably resolve the matter, on March 11, 2016, T-Mobile issued a courtesy credit of $to Ms [redacted] ’s account The account remains open with 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 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 Robert R [redacted] Executive Response

March 16, 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 March 2, 2017, regarding the above-referenced accountPlease note that [redacted] and [redacted] is the same person T-Mobile regrets any inconvenience to Ms [redacted] in regards to the delay of her pomobile numberT-Mobile records show that Ms [redacted] activated two new lines of serviceOn March 1, 2017, mobile number line ending with [redacted] was successfully ported-inFurther records confirm that mobile number ending in [redacted] was successfully ported in as of March 2, Therefore, in reviewing Ms***’s account our records confirm that both of the above numbers are active on her account and that her concerns have been resolved In an effort to amicably resolve this matter, on March 2, 2017, T-Mobile applied a courtesy credit in the amount of $to Ms***’s accountAdditionally, on March 3, 2017, we applied an additional credit of $to Ms***’s account for her inconveniencePlease note that these credits brought Ms***’s outstanding balance to zero and she may verify this by visiting www.T-Mobile.comT-Mobile regrets 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 Mercedes V [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 meI would just ask you change how you handle phones being returned and how your customer service reps handle calls from customersThis was a horrible experience to deal with and cost me time from my job to try and speak with rude employees of T-MobileSincerely, [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 20, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns Ms [redacted] had when attempting to get her devices unlocked and we appreciate the opportunity to review and address her concernsA Mobile Device Unlock is available to customers who meet our eligibility requirementsA review of the account confirms that on June 8, 2017, we received a request for a Mobile Device Unlock for the iPhone Plus with International Mobile Equipment Identifier (“IMEI”) number [redacted] used under the mobile number ending in [redacted] and the iPhone 6S with IMEI number [redacted] used under the mobile number ending in However, at that time, T-Mobile advised Ms [redacted] that the account was not eligible for a Mobile Device Unlock as it reflected a past due balance Nonetheless, in an effort to amicably resolve this matter, on June 21, 2017, T-Mobile initiated a Mobile Device Unlock request for the above mentioned devices Please be advised that both of the iPhone devices can only be unlocked by using the Device Unlock app in the device itselfThere is no unlocking code availableMs [redacted] must be connected to the internet via a cellular network prior to completing the following steps: If Ms [redacted] has a non-T-Mobile SIM card: • Insert the non-T-Mobile SIM Card • Complete the setup process If Ms [redacted] uses a T-Mobile SIM card, she must follow the steps below: • Backup the iPhone using iTunes • When she has completed a backup, she may erase the iPhone • When Ms [redacted] sees the Welcome screen, she may connect the device to iTunes If successfully unlocked, the message “Congratulations, your iPhone has been unlocked” will displayAdditional information for unlocking Apple iPhone devices can be located at https://support.apple.com/en-us/HT Our records confirm that on June 20, 2017, the account was canceled when both mobile numbers on the account were ported to another service provider The billing statement dated June 5, 2017, had a balance of $which included a past due balance of $from the prior billing statement dated May 5, 2017, monthly recurring charges, late fees, restore from suspension fees, the applicable taxes and fees billed from June 5, 2017, to July 4, It is important to mention that on June 7, 2017, a payment of $that was remitted to the account on June 1, 2017, was returned unpaid to T-MobileAs a result, as of June 21, 2017, the account reflects a balance of $which consists of the balance reflected on the above mentioned billing statement, the returned payment of $300.00, return payment fee and two restore from suspension fees including taxes totaling $It is T-Mobile’s position that the balance of $is valid and owed Upon speaking with Ms [redacted] on June 21, 2017, she explained that she tradboth her iPhone devices to her new service provider and requested that T-Mobile to reimburse her for the purchase of new devices with her new carrierT-Mobile respectfully declines Ms***’s request; however, we agreed to issue a onetime courtesy credit of $towards the balance owed of $Although Ms [redacted] declined our offer, T-Mobile will extend this offer for a period of days should she reconsider our offerPlease note that a final billing statement has yet to be generated on the account after July 5, T-Mobile provides a number of options for Ms [redacted] to pay outstanding chargesCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip 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 Aika A [redacted] Executive Response

April 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced accountT-Mobile records reflect that the account holder of record is [redacted] and he has named [redacted] as an authorized user We regret to hear of any issues that Ms [redacted] has experienced with our Friends and Family lines On UsPlease note that between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr& Ms [redacted] To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountSo long as Mr [redacted] ’s account keeps the voice lines active, his two newly added lines are eligible for the promotion On April 6, 2017, [redacted] was contacted to discuss her experience, and she stated she visited the store on November 20, 2016, at which time she activated two new voice lines of service ending in 8345, ***, and one mobile internet line ending in Upon review of the account, we have found that the two lines of service that were to receive the promotion were future dated instead of being made effective the same day that Ms [redacted] visited the store locationUnfortunately, this caused the lines of service not receive the promotional monthly bill credits Upon speaking to Ms [redacted] , on April 6, 2017, T-Mobile agreed to manually apply the promotional offer on her two voice lines of service ending in [redacted] and ***In addition, T-Mobile applied a credit to the account in the amount of $50.00, which covered the two add-a-line fees for the lines ending in [redacted] and [redacted] that were billed on the March 20, 2017, billing statementMs [redacted] was advised that now that the promotion has been added, it may take up to two billing cycles for it to reflect on her billing statementsT-Mobile will also manually review Mr [redacted] ’s next two billing statements to ensure that the account receives the appropriate promotional bill creditsMs [redacted] confirmed that she is satisfied with this resolution 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 Adrianne F [redacted] Executive Response

December 6, 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 November 29, 2016, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated [redacted] as an authorized user of the account We are pleased to report that upon speaking with Ms [redacted] we can confirm that her concerns have been resolved to her satisfaction We are sorry to hear that Ms [redacted] has experienced any complications with upgrade during our Black Friday PromotionFrom November 24, through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and traa qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus for free with bill creditsIt is important to note that our customers were responsible for any applicable down payments and taxes at the time of purchase as standard out of pocket cost and deposit rules still applied As such, Ms [redacted] was required to pay a down payment of $for the Apple iPhone 128GB plus taxes upfront for each deviceHence, on November 25, 2016, when Ms***’s order was placed for two Apple iPhone 7’s an authorization of $was attemptedUnfortunately this transaction was declined by her credit card and the order was subsequently cancelled We apologize for the inconveniences this caused Ms [redacted] and regret that she had been given any other expectation for her upfront costPlease note that we make every effort to provide complete and accurate information to our customers as well as being professional and courteous, which is not only an expectation but also part of the values that T-Mobile lives by each and every dayWithout the support of our customers we wouldn’t be able to continue to our movement and growthTherefore, although the Black Friday Promotion has since expired, we have offered as a courtesy to adjust one Apple iPhone if Ms [redacted] wanted to purchase an Apple iPhone through our Equipment Installment Plan (“EIP”)Please note that on December 6, 2016, T-Mobile contacted Ms [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfaction Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you soooo much for your assistance!Sincerely, [redacted]

Revdex.com: Hi' Yes, the issue is resolved and you can go ahead and close my complaintMuch appreciated [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 me Tracking ## [redacted] for return of handsets and phones and chargers- it is shipping out today and should be there by 4/7/ I forgot to include account information in the box Work [redacted] Cell: [redacted] Sincerely, [redacted] ***

January 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 12, 2018, regarding the above-referenced file number We regret Mr [redacted] ’s concerns regarding the unlocking of his handsetAs Mr [redacted] indicates in his correspondence to your office, he purchased the handset with the International Mobile Equipment Identifier (“IMEI”) [redacted] from the third-party provider ***Please note Mobile Device Unlock requests are available to T-Mobile customers who meet our eligibility requirementsA review of our records confirms that Mr [redacted] does not have an active T-Mobile account or serviceAs such Mr [redacted] did not meet the eligibility requirements, and we were unable to provide him with the Mobile Device Unlock for his device In an effort to amicably resolve his concerns, on January 14, 2018, T-Mobile processed the Mobile Device Unlock request and provided instructions via email to Mr [redacted] to complete the unlock processMr [redacted] thereafter confirmed the device was unlocked successfully 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 [redacted]

August 8, 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 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Mr [redacted] with regards to international charges on his T-Mobile billing statementT-Mobile records indicate that on July 20, 2017, T-Mobile issued a billing statement with the due date of August 12, 2017, in the amount of $2,which included Roaming and International calling charges from June 20, 2017, to July 19, 2017, in the amount of $1,974.20, and monthly access charges taxes and fees from July 20, 2017, in the amount of $ Please be advised that T-Mobile cannot substantiate Mr [redacted] ’s allegations of fraud regarding his Roaming and International call chargesHowever, on July 26, 2017, and July 27, 2017, in an effort to amicably resolve this matter, T-Mobile issued two billing credits totaling the amount of $1,as a gesture of goodwill, updating Mr [redacted] ’s balance to $In addition, an international roaming block was applied to all of Mr [redacted] ’s mobile lines at his requestMr [redacted] was satisfied with this offer as a resolution to his concerns 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