T-Mobile USA

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 Though I have suggested that when a customer's arranged payment fails, the business SHOULD notify the customer as a courtesy that the payment had failedBeing told by the agent on March 5th, 2017, when I did make the payment, when an arranged payment fails the customer has 48hrs to make that payment good or the account will be suspendedI NEVER received ANY notification that the arranged payment failed to process NOR did I receive any notification that I had 48hrs to make that payment after the factCustomers cannot be made to sit and wait, watching to see if the payment has gone throughThank you T-Mobile for the payment arrangement option but getting a notification via email or a courtesy phone call would make T-Mobile even betterI still don't even know if what the agent told me about the 48hrs was true policy Sincerely, [redacted]

May 26, 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 24, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms***’s concerns to her satisfaction T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encounteredT-Mobile would like to ensure Ms [redacted] these matters are taken very seriously and we wish to thank her for taking the time to bring this matter to our attentionThe feedback Ms [redacted] has provided allows us to take the necessary steps to improve future customer experiences At T-Mobile, we believe everyone deserves a great smartphoneThat's why we want Smartphone Equality for everyone with a program that helps customers get the best pricing on our smartphones and other devices, regardless of their credit scoreCustomers who simply pay their T-Mobile bill on time for consecutive months will have access to the sane pricing available to well-qualified customersPayments must be posted within hours after the original due date and the account may not be in collectionsPayments received late, including those made through payment arrangements, will reset the counter to be eligible for initial well-qualified pricingLess qualified customers who do not make their payments on time for twelve months, but meet the three plus year tenure requirement will also qualify for best pricing T-Mobile has reviewed Ms***’s account and we have confirmed that the three year tenure requirement will be reached on May 28, however our records indicate she was advised this would be reached at the end of April T-Mobile truly regrets this confusion and we have taken the necessary steps to qualify the account for best pricing on all future upgradesIt is important to note that T-Mobile no longer offers financing plans with zero dollar down payments and even our well qualified customers make down payments at the time of purchaseThese down payments are always the lowest amount available and are most often approximately $but can vary depending on the full retail cost of the device in question 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 Liana G [redacted] Executive Response

June 2, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] ToWhom It May Concern: T-MobileUSA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 26, 2015,regarding the above-referenced account In reviewing our records forthe above account it appears that Mr***incurred international long distance charges for calls initiated directly fromhis T-Mobile handset If aninternational phone number is entered and the send key is pressed, the handsetwill place an international call over the T-Mobile network T-Mobile offers competitive rates forinternational dialing and if Mr [redacted] would like to know the internationalcalling rates for a particular location or international features available,Mr [redacted] can visit our website at www.T-Mobile.comor contact our Customer Service by dialing from his handset or [redacted] from any phone If Mr [redacted] prefers to use acalling card or another third party service to complete international longdistance calls, we encourage Mr [redacted] to follow the instructions provided bythe calling card provider In addition,customers must remember that if they dial a phone number or access theiraddress book and press the “send” key, even if they are on another call, a callwill be placed over the T-Mobile network and appropriate charges willapply This means that if a customer isusing a calling card or third-party service they will need to manually enterany phone or access numbers withoutpressing the “send” key Ourrecords confirm that Mr [redacted] was billed in accordance with the internationallong distance rate and calls placed via our network In an effort to amicably resolve Mr***’s concernsT-Mobile will continue to work with him to uphold any verbal commitmentspreviously agreed upon and will apprise Mr [redacted] of our position Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closedThankyou for bringing this matter to our attentionShould you have any further questions, please feel free to contact me atthe address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

Revdex.com: [redacted] ECR/WILL NM_Facility Has Replaced My Device At No Cost Thank You, for resolving my consumer requests I have accepted the replacement terms My replacement has many upgrades.I am thankful and very Satisfied

December 28, 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 December 14, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms [redacted] may have experiencedT-Mobile records indicate that Ms [redacted] was sent a billing statement dated August 19, 2016, in the amount of $which consisted of a past due balance of $as well as prorated monthly recurring charges from August 20, 2016, through September 19, 2016, and a restore from suspension fee of $plus taxes per line of servicePlease note that Ms***’s payment of $on August 17, 2016, was reflected in the total balance dueRegretfully, Ms***’s payment of $was returned from her financial institution for insufficient fundsFurther, Ms [redacted] was sent a billing statement in the amount of $1,which consisted of a past due balance of $957.25, which was inclusive of the returned payment of $428.96, monthly recurring charges from September 20, 2016, through October 19, 2016, of $267.86, credits issued for restore from suspend fees assessed on the previous billing statement, as well as a returned payment fee of $30.00, with a due date of October 12, T-Mobile records indicate that Ms [redacted] contacted our Customer Care on September 23, 2016, and payment arrangements were made with regards to her outstanding balance, and agreed to two installments; $on October 7, 2016, and $on October 21, Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account historyAdditionally, please note that our records indicate that Ms [redacted] remitted a payment of $on the same dateOn October 4, 2016, Ms [redacted] was sent a reminder of her upcoming payment; however, on October 7, 2016, Ms***’s payment of $was declined by her financial institutionOn October 8, 2016, Ms [redacted] contacted our Customer Care regarding her declined paymentAs a courtesy, T-Mobile placed a collections hold on her account through October 19, 2016, and was advised to make a payment of $to satisfy the agreed payment arrangementRegretfully, a payment was not received, and the payment arrangement was cancelledPlease be advised that Ms***’s account was not suspended at this time, as a collection hold was still in effect, through October 19, Ms [redacted] was sent a billing statement in the amount of $884.76, which consisted of a past due balance of $623.05, monthly recurring charges from October 20, 2016, through November 19, 2016, as well as adjustment for taxes in the amount of $2.09, with a due date of November 11, Further, Ms***’s account was suspended for non-payment on October 21, On the same day, our records indicate Ms [redacted] contacted our Customer Care, and remitted a payment of $towards her past due balance, and agreed to a payment arrangement in regards to the remaining past due balance on her account of $Our records indicate Ms [redacted] agreed to two installments; $on November 4, 2016, and $on November 18, On November 4, 2016, Ms***’s payment arrangement was declined by her financial institutionOn November 6, 2016, Ms [redacted] remitted a payment in the amount of her agreed upon payment arrangement of $Regretfully, this payment was also returned by financial institutionMs [redacted] was sent a billing statement in the amount of $1,224.59, which consisted of a past due balance of $832.70, monthly recurring charges from November 20, 2016, through December 19, 2016, restore from suspend fees of $per line for the restore date of October 21, 2016, and a returned payment fee of $30.00, with a due date of December 12, On November 20, 2016, Ms***’s payment arrangement failed, as her second installment of $was declined by her financial institutionAs such, Ms***’s account was suspendedAs a courtesy, after speaking to Ms [redacted] on December 16, 2016, T-Mobile credited the account $for the suspension of service in OctoberAdditionally, T-Mobile agreed to place a collection hold through December 30, 2016, and Ms [redacted] agreed to make a payment of $on or before that dayProvided the payment agreement is upheld by the agreement date, T-Mobile will continue to work with Ms [redacted] regarding her account balanceT-Mobile regrets any billing concerns Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRonnie A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Once again T-Mobile is unable to tell the truthIt seems that in an effort to make me go away or frustrate me they have decided to continue with such liesPlease ask yourselves why I refuse ANY troubleshooting? DOES THAT SOUND SANE TO YOUI GO THROUGH ALL THESE STRESSFUL METHODS TO REFUSE ASSISTANCENO WHAT I REFUSED WAS TO BE PUSHED TO APPLE TO DEAL WITH A T-MOBILE ISSUE.The agent that called me simply stated that it could be my phone, and when I informed her that no it is not my phone because I have switch devices several times she stated several times it could be my phone and if so I would have to contact APPLE nowI asked annoyed why I should call APPLE and she said to me that they recently took over the troubleshooting for such issuesI informed her that it was not right or fair for me to be passed on to Apple after absolutely no help from T-mobile and begin this whole tedious process especially when I don't feel it is an issue with the deviceShe stated once again the same thing, which was for me to contact APPLEI asked her if that was all she had to say OR OFFER and she said to me YESI asked again and she once again said YES so I disconnected the line My complaint is not that my device does not work at my home rather that my device has not worked correctly in any of the areas I spend most of my timePlaces: METRO ATLANTA, GWINNETT COUNTY, ALPHARETTA COUNTY, FULTON COUNTY, DEKALB COUNTY, SOUTH CAROLINA, FLORIDA QUESTION: IS YOUR SERVICE POOR IN ALL THESE AREAS? SAY YES AND ADMIT YOUR FAULTS IF THAT IS THE CASE BUT I KNOW IT'S NOTI AM STILL TILL DATE WAITING FOR SOMEONE FROM T-MOBILE TO CONTACT ME AT A DECENT TIME WITHIN A DECENT TIME FRAME OF READING THISALSO WITH ACTUAL HELPFUL TROUBLESHOOTING STEPS WITHOUT PAWNING ME OFF TO SOMEONE ELSEYOU KNOW ACTUALLY TAKING RESPONSIBILITYIT'S QUITE INTERESTING TO SEE THAT THEY'VE YET TO RESPOND TO THE FACT THAT THEY CHANGED MY BILLING DUE DATE WITHOUT MY PERMISSIONI ALSO HAVE PROOF THAT THIS IS A FACT BECAUSE I HAVE EMAILS FROM T-MOBILE STATING MY PREVIOUS DUE DATETMOBILE OWNS NO MISTAKES AND FINDS AWAY TO DECEPTIVELY "TRY" TO EXPLAIN THINGS AWAYTHE WAY THESE AGENTS THAT CALL NOW SPEAK WHEN I DON'T AGREE ALSO BECOMES DISRESPECTFULWHY? THEY JUST WANT ME TO GO AWAYEVERYTHING I'VE READ IS T-MOBILE TRYING TO TURN IT BACK ON ME ONE WAY OR THE OTHERI AM YET TO READ ONE THING STATING THEIR ERROR OR LACK OR ASSISTANCEWHERE HAVE I SEEN ANYTHING SHORT OF A MISTAKEN APOLOGY ABOUT MY INITIAL COMPLAINT OF THE DISRESPECTFUL AGENTS? IF THERE WAS ONE I DEFINITELY MISSED ITT-MOBILE BASICALLY WANTS TO INSTEAD OF OWNING THEIR ISSUE JUST SEND ME OFF TO APPLETHEY KNOW THE ISSUE BECAUSE I HAVE COMPLAINED SEVERAL TIMES WITH DETAILED EXPLANATION, SO THEY CAN CALL APPLE AND FIGURE IT OUT BETWEEN THEMSELVES Sincerely, [redacted] ***

January 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 January 9, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets to hear that Ms [redacted] has concerns regarding the return of her Samsung Galaxy Note handsets As has been widely reported, Samsung previously announced a world-wide recall of their Galaxy Note handset Upon learning of the recall, T-Mobile immediately put several processes in place to facilitate the return of any Note handsets that our customers have in hand In addition, to assist with offsetting any additional cost customers may have incurred throughout the process, Samsung announced they would provide customers with a $credit for each handset returned This credit would be applied as a bill credit with the customer’s wireless carrier Furthermore, Samsung announced that if customers who returned their Samsung Galaxy Note also upgraded to another Samsung device, they would receive an additional $credit This credit would also be applied as a bill credit with the customer’s wireless carrier T-Mobile records reflect that Ms [redacted] returned four Samsung Galaxy Note handsets to T-Mobile At this time Ms [redacted] upgraded to handsets that were not manufactured by Samsung As such, Ms [redacted] would anticipate bill credits totaling $ T-Mobile records further reflect that a credit in the amount of $was issued on December 7, and that a credit in the amount of $was issued on January 8, Thus, Ms [redacted] has been overcompensated by $ T-Mobile records do not reflect that Ms [redacted] was offered any amount in addition to the $per returned device offered by Samsung However, in an effort to amicably resolve the matter, on January 10, 2016, T-Mobile issued a credit to Ms [redacted] ’s account for $which we would consider a one-time courtesy The account remains open with a credit balance of $ We regret 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 David T [redacted] Executive Response

March 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 March 2, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his account Starting September 9, through September 25, 2016, for a limited time, new and existing postpaid customers who traded in their fully paid off iPhone were able to get a new iPhone for free via bill credits when purchased on the Equipment Installment Plan (EIP)The tradevice must be in good working order without physical or liquid damage and have the “Find My Phone” feature turned off; if a trade in a device does need meet these requirements, the customer will not receive the promotionEligible customers will see a monthly EIP bill credit start within two bill cycles of the purchase and continue for months T-Mobile records indicate that on September 28, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of a n iPhone 128GB SilverEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Accordingly, Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $Regretfully, the T-Mobile warehouse confirmed liquid damage on the traded in handset therefore Mr [redacted] did not receive his promotional monthly credits As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 8, 2017, we removed the EIP for his iPhone 128GB Silver and credited a total of $which included $down payment as well as five $EIP paymentsMr [redacted] has accepted our offer 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 Chris L [redacted] Executive Response

October 13, 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 October 2, 2017, regarding the above-referenced account We regret any inconvenience Mr [redacted] experienced with his billing statementsT-Mobile records indicate that Mr [redacted] activated one line of service on August 5, 2017, line ending in on our Simple Choice Talk and Text family plan for $per monthAdditionally, Mr [redacted] subscribed to our Stateside International features for $per month which includes calls and text messaging to other countries from the U.Sat a discounted or included rateMr [redacted] was charged $per minute to Peru instead of per minute to Peru Upon further review, T-Mobile records indicate that Mr [redacted] was charged a total amount of $1,in international calls on various dates in the months of August and September Nevertheless, as a gesture of good faith, on August 26, T-Mobile applied credits totaling $ Additionally, on August 30, 2017, credits totaling $were applied to the account from Mr [redacted] ’ billing statement dated July 27, leaving a balance of $due October 19, 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 Rochelle M [redacted] Executive Response

April 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 April 7, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile accountT-Mobile records confirm that from April 23, 2013, through March 19, 2017, Ms [redacted] was subscribed to our Simple Choice Value Family rate plan lines for $per month, which provides unlimited talk, text, and 2GB’s of data at up to 4G speeds depending upon device capabilityMs [redacted] had four voice lines and paid $for each additional line On November 22, 2016, Ms [redacted] took advantage of our Two Lines on Us offer with her two mobile broadband lines ending in [redacted] and Ms [redacted] is eligible for the promotion and is receiving her monthly promotional credits of $for her two free linesPlease note that for a limited time only through January 22, customers were able to switch to the new T-Mobile ONE Taxes and Fees included rate plan and keep the Two Lines on Us offer T-Mobile records reflect that on April 1, 2017, Ms [redacted] ’ contacted Customer Care and requested to change her rate plan to our new T-Mobile ONE Taxes and Fees includedAs this is a promotional rate plan was not done within the promotional time frame once the change was completed Ms [redacted] was no longer eligible to receive her lines ending in [redacted] and [redacted] for freeMs [redacted] will pay $after her automatic $credit for her mobile broadband lines ending in [redacted] and Each mobile broadband line receives 6GB of 4G high speed dataAdditionally, Ms [redacted] will continue to pay $for her wearable rate planPlease note that Ms [redacted] ’ T-Mobile ONE Taxes and Fees included rate plan is for four lines for $per month with her AutoPay discount, which is a free feature that she elected to enroll in that automatically pays her bill every month from her credit cardWe regret if Ms [redacted] was given misinformation regarding her rate plan Nevertheless, in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile escalated Ms [redacted] ’ account to our business support to receive the special pricing of lines for $per monthPlease note that this change may take up to two billing cycles for the special pricing to appear on Ms [redacted] ’ billing statementGoing forward Ms [redacted] ’ monthly recurring charges will be $per month not including her monthly Equipment Installment Plans (“EIP”) of $As an additional gesture of good will, T-Mobile applied a courtesy credit of $to Ms [redacted] ’ account for issues with her rate plan and pre-order issues with the Samsung SMs [redacted] accepted this as a resolution to her concernsAs of April 17, 2017, Ms [redacted] ’ account reflects a credit balance of $that will be applied towards her next billing statementT-Mobile regrets any inconvenience to Ms [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC 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 meSincerely, [redacted] after I receive the amount stated I will ask for this matter to be closed

April 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountPlease be advised that our Customer Proprietary Network Information, or "CPNI", is a particular form of personal information that is generated from the telecommunications services we provide to Mr [redacted] CPNI includes, for example, the numbers called, the date and time of calls, the rate plan that applies to the calls made, the number of wireless lines subscribed to, call location information, and certain other information that appears on customer’s monthly billing statements Under federal law, Mr [redacted] , as a customer, has a right, and we have a duty, to protect the confidentiality of CPNIConsistent with this duty, we protect the confidentiality of CPNI, and only disclose it as required or to comply with applicable laws and regulationsPlease be advised that although T-Mobile does not release any call record information, T-Mobile allows customers access to these records via www.T-Mobile.com It is important to note that T-Mobile shows no record of unauthorized account accessHowever, as T-Mobile takes account security seriously and we want to ensure that Mr [redacted] is protected, on April 14, 2017, T-Mobile added an additional password to the account to ensure security of Mr [redacted] ’s account informationT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

January 13, 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 January 6, 2017, regarding the above-referenced accountT-Mobile regrets any billing concerns Mr [redacted] has experiencedPlease 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 customersT-Mobile spoke with Mr [redacted] on January 12, 2017, and has agreed to work with Mr [redacted] regarding his T-Mobile accountT-Mobile records indicate that Mr [redacted] has six active lines and is currently subscribed to our $T-Mobile ONE rate plan for the first two lines of service and $for each additional line of service and has the optional $Premium Handset Protection (“PHP”) feature on five lines of serviceIn addition Mr [redacted] pays a combined monthly Equipment Installment Plan (“EIP”) charge of $Please note that Mr [redacted] estimated monthly recurring charges with the monthly EIP are estimated to be $This does not include any additional promotional credits that Mr [redacted] may receive or subscribe toAs the date of this letter Mr [redacted] account reflects a balance owing of $Please be advised that T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement listThis Discount Program is referred to as a The T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedRegretfully, Mr [redacted] no longer qualifies to receive a monthly corporate discount as he is no longer associated with Bank of AmericaIn an effort to amicably resolve Mr [redacted] concerns T-Mobile will be reviewing the account on the next billing statement schedule to generate on or around February 6, 2017, to ensure Mr [redacted] monthly billing statement is correctT-Mobile extends our sincerest thanks to Mr [redacted] , who has graciously agreed to continue working with T-Mobile towards an ongoing resolution to this matterBased 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, INCAmor M [redacted] Executive Response

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 30, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any concerns Ms [redacted] has regarding her monthly recurring chargesAs of August 29, 2016, Ms [redacted] has been subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text, and GB of Data rate plan at a monthly cost of $plus taxes and fees, for four lines of serviceMs***’s taxes are estimated at an additional monthly cost of $and the regulatory fees are $per line of service for a total of $per monthMs***’s expected monthly recurring charge for services is $ Please understand that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the taxGeographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districtsTax laws require that mobile service be taxed based on the subscriber’s Primary Place of use (“PPU”) which may or may not be the same as the subscriber’s billing address Taxes are charged at both the individual line level and the account levelFor example, individual line level charges are billed based on the PPU provided for that line of serviceIn a family or business account, that means that different lines used in different locations are taxed according to where each is used provided that each line has a an up to date PPU on file with T-MobileThe account level charges are based on the billing address for the accountSome taxes and fees are flat rate charges that do not varyHowever, some are based on a percentage of the charges associated with the account or line of service and as such, may vary depending on usage and/or other charges assessedAll taxes are collected and remitted as required by state, local and federal governments Based on Ms***’s correspondence, we reviewed her account and have confirmed that the PPU for the account has been [redacted] *** since the account was createdMs***’s account was accurately assessed taxes based upon her PPUShould Ms*** have further questions regarding the taxes on her account, she may contact our office at number listed below to discuss the specifics on this accountIn addition, customers can change their PPU by contacting Customer Care or they may self-serve and make the change on-line at myt-mobile.com Upon full review of Ms***’s account T-Mobile recommends that Ms [redacted] keep her current grandfathered rate plan in order to stay at the lowest monthly pricing possibleIf Ms [redacted] has any concerns about her billing statement, Ms [redacted] can reach out to Customer Care at 1-800-937-T-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 Juan C [redacted] Executive Response

March 31, 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, 2017, regarding the above-referenced account T-Mobile regrets Mr [redacted] was not satisfied with our previous correspondence to your officeAs outlined in our previous correspondence, Mr [redacted] activated his T-Mobile account during our two additional lines free promotion and enrolled in our AutoPay featureMr [redacted] must maintain his account in good standing with no interruption in service for non-payment in order to receive the promotional monthly bill credits In our previous correspondence, T-Mobile outlined on December 20, 2016, the AutoPay feature was removed preventing T-Mobile from submitting automatic payments to the payment method provided upon activationBecause this feature was removed and T-Mobile did not receive payments for balances owed, Mr [redacted] ’s account was suspended on December 21, Records indicate on December 22, 2016, Mr [redacted] contacted T-Mobile to advise he was not informed of his billing due date, and a payment in the amount of $was received and the service was restored As Mr [redacted] indicated in his correspondence to your office, he visited a T-Mobile retail store in an attempt to pay his January monthly billing statement indicating he was aware the account was no longer enrolled in our AutoPay featureT-Mobile provides a number of options for Mr [redacted] to pay outstanding chargesMr [redacted] had the opportunity to 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 by mailing it to the payment lockbox address on their billing statement remittance slipT-Mobile does not have record we advise Mr [redacted] to not make a payment for his January monthly billing statement T-Mobile records do not indicate Mr [redacted] has been billed for a tablet; however, he was billed for a Mobile Internet line of serviceAs advised in our previous correspondence, Mr [redacted] was receiving a discount on this line of service as he had an active voice line of serviceOn January 20, 2017, the Mobile Internet line was cancelledMr [redacted] was billed a total of $for his Mobile Internet lineT-Mobile regrets any confusion on this matter T-Mobile records do not indicate Mr [redacted] discussed his granddaughter’s device not working and T-Mobile will not adjust charges due to non-working equipmentT-Mobile further reviewed Mr [redacted] ’s device trade-ins and confirm only three were given to T-Mobile upon activationIn our previous correspondence, T-Mobile advised we discussed a traof a Samsung Jdevice but Mr [redacted] indicated he wanted to keep this deviceT-Mobile has reviewed our inventory and confirmed the Samsung Jdevice was not received by T-MobileOnce a device is given to T-Mobile as a trade-in, the device is returned to our warehouse and cannot retrieve it to return to customers Mr [redacted] has only made one payment in the amount of $As no further payments have been made and as Mr [redacted] is not enrolled in AutoPay, on February 21, 2017, the account was partially suspendedAs a courtesy to Mr [redacted] , we allowed the account to receive incoming calls but restricted outgoing callsOn March 16, 2017, T-Mobile placed a hold on the account through March 29, Regrettably, T-Mobile did not receive further payment and the account was fully suspended on March 31, T-Mobile issued a credit in the amount of $for the Mobile Internet line chargesMr [redacted] ’s balance is in the amount of $and consists of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 21, 2016, through April 20, T-Mobile has again suspended collection activity through April 14, However, please be advised, if there is an outstanding balance remaining as of April 14, 2017, the account is at risk of suspension or cancellation as collection activity resumesT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

Hi this is [redacted] referring to Complaint: # [redacted] the issue has been resolved after repeated calling and irritating the company yesterday I called them about times and finally they resolved my issue after I told them I had submitted a complaint just to give you updated information thank you for your time

July 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated July 2, 2016, from Ms [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountWe are glad to report that upon speaking with Ms [redacted] she confirmed that her concerns have been resolve to her satisfactionT-Mobile regrets hearing of Ms [redacted] concerns with the Change of Responsibility (“COR”) she completed, the balance and status of account number [redacted] A review of Mr [redacted] ’ account confirms that on May 4, 2013, he purchased a Samsung Galaxy Note II device and elected to finance it with our Equipment Installment Plan (“EIP”) programMr [redacted] was required to pay a down payment in the amount of $and agreed to monthly payments in the amount of $T-Mobile records confirm that Mr [redacted] ’ account had two active lines, mobile number ending in [redacted] and mobile internet line ending in ***Further review confirms that on March 5, 2014, Ms [redacted] completed a COR for her mobile number ending in ***A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountAs of March 5, 2014, Mr [redacted] was no longer financially responsible for the mobile number ending in ***Mr [redacted] ’ billing cycle run from the 24th of one month to the 23rd of the following monthAt the time the COR was completed, Mr [redacted] ’ account reflected a balance in the amount of $which consisted of monthly service charges for the billing periods from December 24, 2014, through February 23, Although Mr [redacted] transferred her mobile number ending in ***, mobile internet line ending in [redacted] remained active on the accountPlease note that T-Mobile has no records of the request of cancelation for mobile internet line ending in ***A review of the account confirms that Mr [redacted] ’ payment that was due on February 15, 2015, was not received on timeT-Mobile provided Mr [redacted] with late notices, text messages and a billing notification providing the payment due dateAs payment was not received timely, on March 18, 2015, T-Mobile suspended the account’s ability to place outbound callsDue to continue non-payment on April 18, 2015, T-Mobile fully suspended the account and subsequently canceled it on May 13, If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled, the remaining EIP balance of $was accelerated and posted to the final billing statement dated May 24, It is T-Mobile's position that the remaining EIP balance is valid and owedMr [redacted] ’s final billing statement reflected a balance in the amount of $which consisted of monthly service charges for the periods from December 24, 2014, through the full suspension of the account on April 18, 2015, monthly equipment charges, final equipment charges, applicable taxes and feesIt is T-Mobile’s position that the balance is valid and owedDue to non-payment on June 27, 2015, the account was transferred to third party collection agency Convergent Outsourcing Incto attempt to collect paymentAs Convergent Outsourcing Incattempts to collect payment were unsuccessful, on January 1, 2016, the account was transferred to third party collection agency Diversified Consultants IncOn July 6, 2016, T-Mobile contacted Ms [redacted] to discuss her concerns and the information mentioned aboveAs a courtesy and in an effort to amicably resolve this matter T-Mobile issued a credit in the amount of $leaving the account with a zero balanceIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMr [redacted] should allow approximately days for this information to be reflected on his credit reportT-Mobile regrets any inconvenience to Ms [redacted] and Mr [redacted] Please note that Ms [redacted] current account and her father's account reflect the same billing addressBased 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, INCMaggie R [redacted] Executive Response

August 7, 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 July 25, 2017, regarding the above-referenced file number T-Mobile regrets any concerns Mr [redacted] experienced regarding T-Mobile marketing literature received via emailIn Mr***’s correspondence to your office he states he is receiving marketing literature via e-mail at his work email address Please be advised on August 3, 2017, in an effort to amicably resolve his matter, T-Mobile removed Mr***’s work email address from future T-Mobile marketing literatureT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carolina F [redacted] Executive Response

August 7, 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 25, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience this matter may have caused Ms [redacted] and we appreciate the opportunity to address her concernsT-Mobile records confirm that as of February 7, 2017, Ms [redacted] is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthPlease note that the T-Mobile ONE plan includes taxes and is eligible for an AutoPay discount of $per line per month as long as AutoPay remains activeAutoPay is a free feature that Ms [redacted] is taking advantage of which not only provides her the $discount per line but also automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay During this time T-Mobile had an amazing promotion with the T-Mobile ONE plan that offered postpaid customers the benefit of having four lines for a total of $leaving each line at $a piece per monthT-Mobile regrets any sort of confusion in regards to this as Ms [redacted] was under the impression that her three lines of service would be $per line for a total of $This explains the $difference Ms [redacted] describes In a conversation with Ms [redacted] on August 4, 2017, T-Mobile has explained the difference in plans depending on the total amount of lines and has offered to compensate Ms [redacted] by providing her a total credit of $which would cover the $difference for monthsMs [redacted] has agreed to this as a resolutionPlease note that this credit has left Ms [redacted] ’s account with a credit balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Thania R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I only got one message during the holiday weekend from T-Mobile which I attempted to respond back to today; but unfortunately the caller works from TuesdayMeanwhile the response here indicates that I can contact them without stating what number or do they want me to call the same number listed for Revdex.com to call for further questions? I will be calling the person that contacted me back tomorrow and will contact Revdex.com again if I do not get the expected resolution.Sincerely, [redacted] ***