T-Mobile USA

May 15, 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 May 2, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr***’s satisfaction T-Mobile regrets any inconvenience that Mr [redacted] experienced while attempting to remedy this situationOn May 10, 2017, T-Mobile contacted Mr [redacted] regarding the coverage issues he was experiencing, and pursuant to our conversation; Mr [redacted] confirmed that he was only temporarily using service at the location where he needed the signal booster, and he declined being sent another coverage device to the correct address Between January 5, 2017, and February 28, 2017, T-Mobile offered the Tax Time Switcher Offer to new or existing customers like Mr***To be eligible for a $rebate, Mr [redacted] was required to activate a new line of service on a qualifying rate plan, and port in his number from a different carrierIn addition, within days of the activation taking place, customers needed to submit for the offer via www.T-Mobile.com/promotions On May 1, 2017, Mr [redacted] was informed by our Promotions Care department that he qualifies for the offer, and will be receiving three Prepaid MasterCards for the lines ported over to his accountAs of May 3, 2017, the rebate cards were approved, and will be delivered within days of approvalMr [redacted] understands this timeline, and pursuant to our conversation, he considers the matter resolved 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***’s recent contacts 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 Adrianne F [redacted] Executive Response

Tell us why hereFebruary 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 28, 2018, regarding the above-referenced account Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts Investigation of this matter has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he provided As such, Mr [redacted] is not authorized to transfer a mobile from the account referenced in his letter to your office The account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937- Additionally, Mr [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further T-Mobile regrets any inconvenience to Mr [redacted] .Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Juan C***Executive Response

December 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated November 22, 2016, regarding the above-referenced accountWe regret to hear the concerns Mr [redacted] has regarding his T-Mobile accountT-Mobile records indicate that on September 22, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Silver gigabyte (“GB”) handsetEIP 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 24-monthly installmentsIn addition, Mr [redacted] qualified for the purchase of a Samsung Galaxy Onhandset, and an Apple iPhone Rose Gold 32GB handsetOn September 26, 2016, Mr [redacted] activated T-Mobile account number [redacted] with three mobile voice linesUpon activation of the T-Mobile account Mr [redacted] contacted our Customer Care department and requested cancelation of accountOur records confirm the billing statement dated October 22, 2016, reflected an amount due of $1,As such, due to an inadvertent error Mr [redacted] ’s billing statement consisted of accelerated EIP charges for the three handsets placed on EIPOn October 3, 2016, Mr [redacted] activated account number [redacted] for three lines and elected to subscribe to the Simple Choice North America Unlimited Talk, Text, and Data $monthlyIn addition, mobile number ending in [redacted] subscribed to the add-a-line $monthly feature for total estimated monthly recurring charges of $less taxes and feesOn October 5, 2016, a billing statement was sent in the amount of $107.92, for services from October 5, 2016, to November 4, As payment was not remitted the amount was carried forward and reflected on the following billing cycleOur records confirm a final billing statement dated November 5, 2016, reflected an amount due of $220.69, which consisted of the past due balance of $107.92, and current charges of $In an effort to amicably resolve Mr [redacted] ’s concerns T-Mobile has agreed to credit the balance on the account by applying a one-time credit for account number [redacted] in the amount of $1,439.97, bringing the balance to zeroIn addition, T-Mobile has agreed to place a one-time credit in the amount of $220.69, on account number [redacted] bringing the balance to zeroT-Mobile records confirm neither account was referred to an outside collection agency for collection of either balancesBased 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, INCChristopher P [redacted] Executive Response

April 3, 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 25, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced in regards to his coverage and his most recent billing statementT-Mobile records reflect that Mr [redacted] contacted T-Mobile on July 2, 2014, with coverage concernsT-Mobile records further confirm that in it was determined that Mr [redacted] would need a coverage device in an effort to enhance his coverage at homeIt is important to note that a coverage device is assigned to a voice line on the customer’s account and once voice line is canceled coverage device is requested to be sent back As such, our records confirm that a 4G/LTE Signal Booster was ordered for Mr [redacted] on July 2, The 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 homeOur Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performance Please note that the Signal Boosters are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, our records confirm that the deposit has been waived as a courtesy for Mr [redacted] It is important to note that if the coverage device is not returned upon cancelation of service, there is up to a $non-return fee that is assessed to the accountIf returned with physical damage, the fee is $ T-Mobile records reflect that on February 22, 2017, Mr [redacted] transferred mobile number ending in [redacted] to another carrier, cancelling service to this numberAs this was Mr [redacted] s only voice line Mr [redacted] was then sent a prepaid shipping label to return the coverage device assigned to his accountIt is important to note that T-Mobile records reflect that Mr [redacted] activated a new line of service with mobile number ending in [redacted] on February 25, Additionally T-Mobile records reflect that Mr [redacted] transferred mobile number ending in [redacted] back to T-Mobile to replace mobile number ending in ***Please be advised that T-Mobile has no records of receiving Mr [redacted] ’s coverage device and no records of Mr [redacted] requesting to keep coverage deviceAs such, Mr [redacted] has been billed a $plus tax non-return fee on his billing statement dated March 24, T-Mobile is always working to improve its coverage, and we regret any service issues that Mr [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Mr [redacted] ’s account and based on the coverage map, confirms that his account address is in an excellent coverage area with no known issues Our records indicate that Mr [redacted] ’s account is subscribed to the T-Mobile ONE rate plan, which includes unlimited minutes, text, and dataT-Mobile reviewed the billing statements from February 24, 2017, through March 23, and over the course of this month, Mr [redacted] used a total of minutes with calls as long as minutes, sent and received multiple text messages and used an average of 25,megabytes (gigabytes) of dataAs such, it is T-Mobile’s position that Mr [redacted] is able to utilize the service and we consider the charges to be valid If Mr [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments In an effort to amicably resolve Mr [redacted] ’s concern T-Mobile has updated the status for Mr [redacted] ’s coverage device which was assigned to his account to reflect that the device is still in useAs such the above non-return fee has been reversed leaving his account with a balance of $due on April 16, It is important to note that Mr [redacted] is still required to return his coverage device upon the cancelation of his account to avoid the non-return fee to be charged againT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business 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 Juan B [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] ***s

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 Revdex.com for helping me through outThis problem my voice has been heard thanks to you the Tmoble CEO Emilo [redacted] M [redacted] and others helped me it's not perfect but it's better than nothing I'd like to thank you again Revdex.com I could of never done this without you.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: while I am fully in agreement on the resolution steps going to be taken and I have recorded in emails between me and T-Mobile executive office representative, I would like the facts to be straightened in the response I asked T-Mobile representative in this case to review the calls I made to request this promotion on September 19, It was T-Mobile customer service representative who recommended I do not send my paid for iPhone until I receive my new phone with the instructions (which made perfect sense) who send his old phone and wait for a month to get a new one? also when I received my iPhone plus in October I called immediately to ask for instructions to send my iPhone I spoke to customer service representatives since then (and their supervisors) who seemed to not be aware of how to handle this issue A average person would call that incompetence and lack of trainingThere was no confusion on my end on what promotion I wanted back in SeptemberHowever I am not the one expected to know all the twists and offers I would recommend in addition to honoring the promotion owed to me (on its way to be resolved now) T-Mobile should conduct full root cause investigation and root and provide additional training to their representatives including third party contractors Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: No compenstation provided by T-mobile for the lost time and energy in trying to resolve this problemWe would like to have one monthly bill refuned considering the extra bill incured due the delay Sincerely, [redacted] ***

September 29, 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, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Ms [redacted] may have experienced in regards to her coverage and handset; we appreciate the opportunity to respond to her concernsOur records indicate that Ms [redacted] ’s account is currently subscribed to the Simple Choice North America rate plan, which for $per month provides unlimited talk, text and two (2) gigabytes (GB) of data at up to 4G/LTE speedsData features providing increasing allotments of high speed data may be added for an additional costT-Mobile records confirm that on June 23, 2015, Ms [redacted] chose to add the Simple Choice 6GB data feature, which also provides six gigabytes of Smartphone Hotspot (“SMHS”) for $per monthT-Mobile records indicate that on March 16, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 32GB handset in blackEIP 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 installmentsIt is important to note that should a customer terminate their service prior to the end of the monthly installments the full remaining balance will be due on the final billing statementAccordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $Please be advised that by purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records confirm that Ms [redacted] exchanged her device under the Limited Warranty program on April 10, 2016, and August 13, In Ms [redacted] ’s letter to your office, she indicates that she is not able to use service with her handset in or around her homeWe regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors that may interfere with actual service, quality, and availabilityIt should be noted that upon reviewing the address listed in Ms [redacted] ’s letter to your office, T-Mobile has found that her area is served by our network with the following spectrums: LTE 700A MHz, LTE MHz, LTE MHz, and 2G; finally our records indicate that MrPerez’ area is also served by our 3G and 2G technologiesFurther, Ms [redacted] is utilizing an Samsung Galaxy S handset which has access to all of the above referenced spectrumsAs a device is set up to automatically seek the strongest available signal, T-Mobile recommends that Ms [redacted] perform a manual network selection on her device to set it only to the T-Mobile networkAdditionally, T-Mobile records confirm that on May 27, 2016, Ms [redacted] was provided with a free CellSpot RouterThe Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their capable deviceIt is like having a tower in one's house and is now available at no additional costThis router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return feeIf returned with physical damage, the fee is $Please note that upon reviewing the billing statements from June 2, 2016, through September 1, 2016, and over the course of those three months, Ms [redacted] used an average of minutes with calls as long as minutes, sent and received multiple text messages and used an average of megabytes (gigabytes) of dataAs such, it is T-Mobile’s position that Ms [redacted] is able to utilize the serviceIn regards to Ms [redacted] ’s request for a refund of all funds paid on her account, T-Mobile respectfully declines her request as T-Mobile has confirmed that Ms [redacted] has been able to fully utilize all aspects of her service including dataWe regret that we have been unable to meet Ms [redacted] ’s expectations as her service providerIt should be noted that T-Mobile does not require an annual service contract, rather service is at will on a month to month contractNevertheless, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile will allow Ms [redacted] to be return them by a trackable shipper to my attention at the below address by October 29, Upon receiving the devices T-Mobile will credit the remaining amount owed on the EIP, in the amount of $T-Mobile USA IncAttn: Shannon R [redacted] Menaul Blvd NE Albuquerque NM We ask that Ms [redacted] please include the device, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the devicePlease be advised if the full kit is not returned such as the charger a $restocking fee will be deducted from the credit offered abovePlease be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Ms [redacted] and the EIP balance will then be considered valid and owedT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

August 15, 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account Please be advised that T-Mobile has successfully resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any difficulties Ms [redacted] may have experienced in regards to unauthorized activity T-Mobile has completed its investigation of this matter and determined that the allegation of fraud was substantiated for the account number ending in Therefore, Ms [redacted] has been absolved of all financial responsibility for this account T-Mobile encourages Ms [redacted] to contact the three major credit bureaus to make them aware that she has been a victim of identity theft They will instruct Ms [redacted] further on how to protect herself Here is the contact information for the three major credit bureaus: · TRW/Experian PO Box Allen, TX 75013-(888) 397-· Equifax PO Box Atlanta, GA (800) 525–· Transunion PO Box Fullerton, CA (800) 680-Fax (714) 447– In addition, in an effort to provide the Un-carrier experience and resolve this matter amicably, T-Mobile applied a onetime courtesy credit of $to Ms [redacted] ’s account ending in which is equivalent to one month of service leaving the account reflecting a zero balance T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

April 3, 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 20, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] experienced in regards to her final billing charges from T-Mobile T-Mobile records show that on July 28, 2015, Ms [redacted] activated five lines of service with T-Mobile and at the time of activation she took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Apple iPhone Plus 16GB handsets, a Samsung Galaxy Shandset, an LG Ghandset and accessories including otter box cases and a waterproof Bluetooth speaker We regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityOur records show that on October 1, 2015, T-Mobile sent Ms [redacted] a Cell Spot Router to help with coverageFurthermore, T-Mobile reviewed the coverage surrounding Ms***’s billing address and verified that she resides in a good coverage area and there are currently no issues in the area that should be causing issues with T-Mobile services Please be advised that T-Mobile offered the Cell Spot Router to Ms [redacted] to help her with in home coverageThis router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return fee plus taxesIf returned with physical damage, the fee is $ Additional records show that on October 15, 2016, Ms [redacted] cancelled her T-Mobile service when she ported her mobile numbers to another carrier and on October 24, 2016, T-Mobile sent Ms [redacted] a return label to send back the Cell Spot RouterPlease be advised that since Ms [redacted] cancelled service before the EIP agreements were fulfilled, the remaining EIP balance in the amount of $1,posted to her final billing statement dated October 28, Additionally, November 29, 2016, Ms [redacted] was charged a $non-return fee for the Cell Spot Router bringing her balance owed to $2, Unfortunately, T-Mobile did not receive payment for Ms***’s final balanceAs such, on January 23, 2017, Ms***’s account was transferred to Convergent Outsourcing Inc., a third party collection agency, in an attempt to collect the balanceAt the time Ms***’s account was transferred to Convergent Outsourcing Inca collection fee of $was added to her account bringing the balance to $2,Ms***’s account balance consists of $1,in accelerated EIP charges, $non-return fee for the Cell Spot Router and a $collection feeBased on our findings it is T-Mobile’s position that Ms***’s outstanding balance is valid and owed Since T-Mobile has transferred the account to Convergent Outsourcing Incand any current collection activity is by and on behalf of Convergent Outsourcing Inc., Ms [redacted] may contact Convergent Outsourcing Incdirectly by calling 855-871-to discuss payment options 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 Jimmie P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: t-Mobile have still had to pay don't trade in for the device and being that I've been taking so long for rising have now send me a $and change bill for the devices dad was straight in at the purchasing timeI was told by T-Mobile duckpin man was going to be taken over by T-Mobile T-Mobile did not send any and change to [redacted] wireless, so from the end of December when I have switchover up until now for rising then adding up got for rising been adding up got added up the payment from that time off until now I've done no more T-Mobile send that device payment to [redacted] does not have it on record and it was not getting to me a bit would like dating call [redacted] themselves or I can go if you want to do stores and call [redacted] with them because the device that was traded it to T-Mobile to take over the payments have not been paid for thank you very much God blessSincerely, [redacted]

June 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 June 6, 2016, regarding the above-referenced file numberPlease note upon speaking with Mr [redacted] he identified himself as the same person as Mr [redacted] and was able to verify additional security questions to confirm his identityWe regret any inconvenience this may have caused and we are happy to report we have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile records reflect that on April 28, 2016, Mr [redacted] purchased three Apple iPhone Plus devices and one Apple iPad Mini deviceMr [redacted] was required to remit a payment of $at the time of purchase for his equipmentPlease note, T-Mobile received two of Mr [redacted] ’s Apple iPhone Plus devices and his Apple iPaid Mini back at our warehouse; therefore on May 14, 2016, he was refunded $45.50, on May 17, 2016, he was refunded $81.70, and on May 18, 2016, he was refunded $to the original payment source for the returned devicesRegretfully, T-Mobile has no record of receiving Mr [redacted] ’s third Apple iPhone Plus deviceNevertheless, in an effort to amicably resolve this matter, on June 9, 2016, T-Mobile refunded Mr [redacted] the additional $difference for his remaining Apple iPhone Plus deviceMr [redacted] will receive the refund within seven to ten business days in the form of a prepaid debit card mailed to the billing address on fileUpon speaking with Mr [redacted] he accepted this as full resolution to his 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, INCZachary S [redacted] Executive Response

June 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 May 30, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Ms [redacted] , she confirmed that her concern has been resolved to her satisfaction T-Mobile regrets any inconvenience Ms [redacted] may have experienced in regards to the above-referenced accountOn March 8, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Galaxy Shandset for the total price of $plus applicable taxAt the time of signing, Ms [redacted] was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the total amount of $Our records indicate Ms [redacted] enrolled in our Premium Handset Protection (“PHP”) feature for the aforementioned handset at a cost of $per monthIt is important to note the deductible for this insurance protection is $per claim filed should the handset be lost, stolen, or have liquid or physical damage Please note that on April 10, 2017, T-Mobile records reflect Ms [redacted] contacted her insurance company, Asurion, to file a claim due to having lost her Samsung Galaxy ShandsetMs [redacted] stated she did not receive the replacement handset and at that time contacted T-Mobile in regards to replacing the lost handset On April 14, 2017, T-Mobile records indicate Ms [redacted] spoke with Customer Care in regards to replacing her lost Samsung Galaxy ShandsetAt that time, Ms [redacted] was advised we would replace her lost handset for the price of the deductible which was $However, T-Mobile records confirm the replacement order was cancelled and never sent to Ms [redacted] Regrettably, on April 15, 2017, Ms [redacted] cancelled her account prior to receiving the replacement Samsung Galaxy ShandsetAccordingly, Ms [redacted] was charged $for the remaining EIP balance of the aforementioned handset on her next billing statementMs [redacted] ’s following billing statement dated April 21, 2017, had a balance due of $on May 13, This balance consisted of monthly access charges, EIP accelerated charges, as well as applicable taxes and fees for services between March 21, 2017, and April 20, 2017, which was due in full by May 13, In an effort to amicably resolve Ms [redacted] ’s concerns, on June 5, 2017, T-Mobile applied an account credit in the amount of $to cover the remaining balance of the handset minus the cost of the deductible stated above, which resulted in a balance due of $on June 13, This balance consists of the monthly access charges, the aforementioned deductible, and applicable taxes and feesPlease be advised Ms [redacted] agreed to pay the deductible of $due to having lost the original handset that was purchased on March 8, 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 [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [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 Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concern that Mr [redacted] has experienced in regards to his T-Mobile billOur records indicate that on May 11, 2017, Mr [redacted] activated a new line of service ending in [redacted] and purchased an LG Aristo handset utilizing T-Mobile’s Equipment Installment Plan (“EIP”) optionMr [redacted] was required to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $On May 11, 2017, Mr [redacted] elected to trade in an LG Aristo 16GB handset in Silver with a trade in value of $28.00, which was completed at time of activation T-Mobile records also confirm that on May 11, 2017, Mr [redacted] was set up on the T-Mobile ONE All In Promo rate plan for $per month for two lines of service, taxes includedNewly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleFor instance, Mr [redacted] ’s billing cycle runs from the 15th of the month through the 14thHe received notice of his monthly recurring service and feature charges on or around the 17th of the month, and those charges were due on the 7thA customer is assigned a billing cycle one to four days after activationT-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycleAs Mr [redacted] activated service on May 11, 2017, he subsequently received a billing statement dated May 15, 2017, for monthly recurring charges for service from May 15, 2017, through June 14, 2017, with a due date of June 7, On June 6, 2017, the two lines ending in [redacted] and [redacted] were ported to a new carrier 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 [redacted] ’s contact with our Retail StoreT-Mobile regrets any inconvenience to Mr [redacted] In an effort to amicably resolve Mr [redacted] ’s concern, on June 7, 2017, T-Mobile applied a credit in the amount of $for the remaining EIP balance of the LG Aristo leaving a balance due of $by July 7, 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 Melyssa G [redacted] Executive Response

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 18, 2015, regarding the above-referenced accountT-Mobile regrets any concern Mr [redacted] may have experienced in regards to the return of his Limited Warranty Exchange handsetT-Mobile records reflect that Mr [redacted] participated in the Limited Warranty Exchange offered by T-Mobile, on behalf the manufacturer, on May 24, 2015, with the order number [redacted] , for a Sony Xperia Z handset; IMEI number [redacted] In review of the account on June 13, 2015, Mr [redacted] participated in our Equipment Installment Plan (“EIP”) with the purchase of two Samsung Note handsetsT-Mobile records confirm that on June 25, 2015, Mr [redacted] account was charged $238.75, for the billing cycle from June 23, through July 22, There is no record of payment being received for this billing statementWhen the July billing statement generated Mr [redacted] was charged $1,250.54, for the billing cycle from July 23, through August 22, During this billing statement Mr [redacted] was charged monthly access charges, applicable taxes, two down payments of $each, for the above-mentioned handsets, and a non-return fee for Mr [redacted] Sony Xperia Z handsetThis increased the balance owed to $1,Due to an inadvertent error, on July 13, 2015, T-Mobile’s records reflected that Mr [redacted] Sony Xperia Z handset had not been returned to the warehouse; therefore, a non-return fee of $429.95, plus the applicable taxes of $35.47, was applied to Mr [redacted] July 25, 2015, billing statementT-Mobile has confirmed the equipment was received and on August 17, 2015, T-Mobile applied a credit of $and $to Mr [redacted] account, reducing the amount due to $1,Additionally, T-Mobile applied a courtesy credit of $250.00, to the account further reducing the account balance to $T-Mobile received a payment the same day in the amount of $239.00, reducing the balance due to $At Mr [redacted] request, T-Mobile agreed to apply an additional courtesy credit of $156.00, bring the balance to $Mr [redacted] then agreed to an Extended Payment Schedule (EPS), for the remaining balance of $378.87, to be paid in nine monthly installments of $each, beginning on Mr [redacted] September billing statementAs a result of the EPS Mr [redacted] account reflected a zero balanceUpon speaking with Mr [redacted] on August 20, 2015, and in an effort to amicably resolve the matter, T-Mobile agreed to apply a final courtesy credit of $Mr [redacted] account remains active with a credit balance of $Please note this credit will impact the balance on Mr [redacted] upcoming billing statementMr [redacted] has accepted this as a resolution to his concernsT-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 [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

June 28, 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 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have had surrounding the iPhone Trade Up promotion and appreciate the opportunity to respond to his concernsBetween September 9, 2016, through September 25, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsCustomers who tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If a customer chose the iPhone GB Plus model there was a cost increase of $Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase In order to qualify as an acceptable traddevice, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone” (”FMiP’), feature disabledIf the above requirements were not met the customer was not qualified for the promotionPlease also know that if a customer cancels their account prior to the end of the month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement T-Mobile records indicate on September 16, 2016, Mr [redacted] elected to participate in the iPhone TrapromotionMr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone plus GB handset in silverIt is important to note that should a customer terminate their service prior to the end of the monthly installments, the full remaining balance will be due on the final billing statementAccordingly, Mr [redacted] was asked to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $for the two devices Upon review of the account, Mr [redacted] traded in two iPhones which were received on November 4, Please note that the device traded in for the line ending in [redacted] had the FMiP still active, as such, this made the device ineligible for the promotionAdditionally, the device trafor the line ending in was received and the promotion was successfully added to the account Additionally, T-Mobile records indicate on October 14, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of one iPhone plus GB handset in silver and one iPhone GB handset in silverMr [redacted] was not asked to make a down payment and agreed to a series of monthly installments in the amount of $for the two devices Upon review of the account, T-Mobile was unable to confirm the return of the two tradevices for the lines ending in [redacted] and ***; as such, this made the devices ineligible for the promotion In order to resolve the matter amicably, T-Mobile absolved Mr***’s of the remaining balance on three of the iPhone EIP agreements, and applied a one-time credit for the previously billed eight months of EIP payments made, in the amount of $resulting in an updated account credit balance of $Please note that the credit balance will be applied towards Mr***’s next billing statements until utilized 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***’s contact with our retail location and Customer CareT-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 ###-###-####-*** Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

August 18, 2017August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 5, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulTherefore, we will make every effort to address Ms***’ concerns within this responseIt is important to note that T-Mobile records indicate the account holder of record is Ms [redacted] ***, and that she has designated Ms [redacted] as an authorized user of the account T-Mobile regrets any billing concerns Ms [redacted] has in regards to the above-referenced account and we appreciate the opportunity to address her concernsT-Mobile records indicate that on January 22, 2007, Ms [redacted] activated her account and is subscribed to the Simple Choice Family Match rate plan at a cost of $per month plus applicable taxes and fees and includes four voice lines of serviceThis rate plan provides unlimited minutes, unlimited text messages, and 2GBs of high speed data at up to 4G/LTE speeds depending on device capabilityAdditional date features may be requested should the customer require one with the use of their smartphoneT-Mobile records confirm that on October 29, 2016, Ms [redacted] chose to add the Simple Choice 6GB data feature to the line ending in [redacted] which provides high speed data at up to 4G/LTE speeds and 6GBs of Smartphone Hotspot (“SMHS”) for $per month plus applicable taxMs [redacted] elected to add the Stateside International feature to mobile numbers ending in [redacted] and [redacted] at a cost of $per month plus applicable tax; and mobile number ending in [redacted] at a cost of $per month plus applicable taxMs [redacted] chose to add the JUMP! feature to mobile numbers ending in [redacted] and [redacted] at a cost of $per month plus applicable tax; and Device Protection on mobile number ending in [redacted] at a cost of $per month plus applicable taxAdditionally, Ms [redacted] added the Caller Tunes feature and Name ID feature at cost of $per month plus applicable tax for each feature to mobile number ending in ***Therefore, Ms***’ monthly recurring charges are $per month plus applicable taxes, fees, and any added charges such as equipment T-Mobile records indicate the mobile number ending in [redacted] was activated on November 23, Our records reflect this mobile number is the line of service with the added data feature as mentioned above at a cost of $per monthPlease be advised that on August 26, 2016, T-Mobile records indicate Ms [redacted] called in to Customer Care and added the data feature to the accountIt is important to note that Ms [redacted] was granted account access due to verifying the last four numbers of the Billing Responsible Party’s (“BRP”) social security numberPursuant to T-Mobile policy, any authorized party on the account may add or remove features to the account T-Mobile records indicate that on August 27, 2016, Ms [redacted] activated the mobile numbers ending in [redacted] and [redacted] which are Mobile Internet ("MI") lines with a T-Mobile Third Party ResellerRecords indicate the mobile number ending in [redacted] was never usedOur records indicate both lines of service were cancelled on August 6, Nevertheless, upon reviewing the account and in an effort to amicably resolve Ms***’ concerns, T-Mobile applied an account credit totaling $which was the cost she has incurred for the aforementioned lines of service and data featureThe account currently reflects a balance of $which is due on August 27, Should Ms [redacted] have any questions or concerns in regard to her account or the information provided, she may contact me at the number listed belowAdditionally, as Ms [redacted] is currently enrolled in the 6GB data feature on mobile number ending in ***, if she would like to remove this feature; she may contact Customer Care at 1-800-937-or via www.myT-Mobile.com 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***’ recent contact with our Customer CareT-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 Carlos T [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, in response to their claim that their paperwork reflects that I agreed to buy the phone cases, I will say that "my" paperwork does not reflect this at allI do not have cases from T-mobile for those phones as I did not agree to buy themI appreciate that T-mobile has amended the charges but I do not appreciate being called a liar T-mobile needs to look into the actions of their employee as this experience has made me wary of going to any of their stores to do business again.Sincerely, [redacted] ***

March 28, 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 22, regarding the above-referenced accountWe are pleased to report that we have resolved the matter to Ms***’s satisfaction T-Mobile regrets to hear that Ms [redacted] has concerns regarding a handset replacement on her mobile number ending in ***Upon review, T-Mobile records do not reflect that this mobile number has subscribed to an insurance product since it was activatedAs such, the third-party vendor, Assurant Solutions, Inc(“Assurant”), that provides our insurance product will not replace the handset as no premium has been paid to date for the serviceIt is important to note that the insurance product can only be added within seven days of a qualifying event such as a handset upgradeIn addition, had the line been subscribed to the insurance product Ms [redacted] would have paid a $deductible to Assurant Solutions, Inc However, in an effort to amicably resolve the matter, on March 27, 2017, T-Mobile has replaced Ms***’ handset from our own inventory and Ms [redacted] will pay only $for the handset which is equivalent to the deductible she would have paid to AssurantAdditionally, we have added the insurance product to the mobile number ending in [redacted] to avoid a similar situation in the futureWe 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 David T [redacted] Executive Response