T-Mobile USA

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] , [redacted] , [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 14, 2017, regarding the above-referenced accountsPlease be advised Ms [redacted] ’ concerns relate to all three account numbers referenced above and that she is either the account holder of record or reflected as an authorized userPlease be advised Ms [redacted] is the account holder of the account number [redacted] ; the account holder of record for the account number [redacted] is [redacted] ; and the account holder of record for the account number [redacted] is [redacted] T-Mobile is pleased to have resolved this matter to Ms [redacted] ’ satisfaction T-Mobile regrets any concerns that Ms [redacted] may have 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 customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’ recent contact with our Customer Care T-Mobile records confirm that on November 10, 2016, Ms [redacted] agreed to a Change of Responsibility (“COR”) for mobile number ending in [redacted] from another T-Mobile accountA 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 account However, due to an administrative error, mobile internet lines ending in [redacted] and [redacted] remained active on the account number [redacted] through March 20, The final billing statement for this account was from March 10, 2017, through April 9, 2017, in the amount of $due May 2, This balance included monthly access charges, taxes and feesPlease be advised that the last payment remitted was on December 26, 2016, in the amount of $As the above-mentioned amount remained unpaid, on May 11, 2017, the account was assigned to Convergent Outsourcing Incwhere it currently resides Our records confirm that on November 2, 2016, mobile number ending in [redacted] on account number [redacted] was cancelled due to a returned paymentFurther records confirm that on September 18, 2016, Ms [redacted] contacted T-Mobile to enroll in AutoPayDue to an administrative error, the wrong bank account number was entered for payment of $on September 18, 2016, and $on September 27, 2016, causing the payments to be returnedPlease be advised that T-Mobile shows no record of a request for cancellation and or COR for account number [redacted] Therefore, the final billing statement for this account was from October 7, 2016, through November 6, 2016, in the amount of $and due November 27, This balance included monthly access charges, taxes and applicable fees and also included a past due amount of $ As the amount remained unpaid for the account [redacted] , on December 5, 2016, the account was assigned to AmSher at which time a collection fee in the amount of $was assessed updating the balance to $Between the dates of December 5, 2016, and June 13, 2017, this account was referred to several different third party collection agencies, and currently resides with Credence Resource Management, LLC To amicably resolve this matter, on June 27, 2017, T-Mobile credited $toward account number [redacted] and $toward account number [redacted] , leaving both accounts with a zero balancePlease be advised that the collection fee of $for account number [redacted] will be automatically credited within seven daysAdditionally, T-Mobile has removed both accounts from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to 90-days to reflect the changeT-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 Chris L [redacted] Executive Response

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

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 Speaking to T-Mobile the only solution that was made, was to send me another replacement deviceThat was refurbishedUpon getting the replacement device via UPS opening the package the phone was only coved by bubble wrapWhich the bubble wrap was rippedAs well, as a small pea size scratch in the back of the iPhone plusIn addition, I had to pay out of pocket to ship back the defective device Which was $ I have made made it clear to T-Mobile when first speaking with them, all issues I have hadNo changes where attempted to be doneI told T-Mobile that I will be leaving the company within the next couple of months due to these issuesThat being said, I am not satisfied with how T-Mobile handled itAnd I will never be doing business with them again Sincerely, ***- [redacted]

November 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 November 17, 2016, regarding the above-referenced account T-Mobile is sorry to hear of Mr***’s concerns with the delivery of his final revised billing statement As previously indicated in our correspondence to your office dated October 31, 2016, as a courtesy to Mr [redacted] and in an effort to amicably resolve his concerns, T-Mobile issued a credit to Mr***’s account in the amount of $458.46; the full remaining balance owed for his equipment the leases Mr***’s account remains canceled and it reflect a revised balance in the amount of $ It is important to note that as Mr***’s billing cycle run from the 25th of one month to the 24th of the following month, his final revised billing statement will not be produced until November 25, Mr [redacted] should expect to receive his final revised billing statement dated November 25, 2016, by the end of the first week of December T-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 Maggie R [redacted] Executive Response

December 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 14, 2015, regarding the above-referenced accountT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail location and Customer CareT-Mobile’s Carrier Freedom offer allows consumers who were previously held back by expensive Equipment Installment Plan (“EIP”) balances, and Early Termination Fees (“ETF”), the opportunity to come to T-Mobile for a better dealUnder the terms of this program, T-Mobile will reimburse consumers’ remaining EIP balance up to $per device traded in, and $per ETF, at the time of activation, for up to lines of serviceT-Mobile’s JUMP! feature provides customers our Premium Handset Protection bundle (handset insurance and extended warranty) plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceOn September 19, 2015, Mr [redacted] completed a JUMP! equipment upgrade to an Apple iPhone 6S handset, on an EIPDue to an inadvertent error, Mr [redacted] was provided a handset return label, routing his handset to the T-Mobile National Return Center that processes equipment exchange ordersMr***’s handset was received on November 2, In an effort to resolve this matter amicably, T-Mobile has applied an account credit of $for the EIP installments billed for the Samsung Galaxy Shandset, on the October 21, 2015, and November 21, 2015, billing statementsIn addition, T-Mobile has canceled the EIP balance of $192.50, for the returned Samsung Galaxy ShandsetT-Mobile has requested that Mr [redacted] provide his final billing statement from his previous carrier for reviewUpon receipt, T-Mobile will investigate if an ETF and EIP reimbursement is dueMr [redacted] may fax the requested billing statement to my attention at [redacted] Mr***’s account balance at this time of $includes monthly recurring charges, EIP charges and applicable taxes from the November 21, 2015, billing statementT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

February 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 25, 2017, regarding the above-referenced prepaid numberWe regret to heart of any concerns Mr [redacted] has experienced regarding the transfer of his prepaid mobile numberPlease note that, on May 26, 2012, Mr [redacted] transferred his mobile number ending in [redacted] to T-Mobile Pay In Advance serviceOn July 29, 2016, T-Mobile sent Mr [redacted] an SMS notification advising him that his prepaid refill balance was lowFurthermore, on September 18, 2016, T-Mobile sent Mr [redacted] a second SMS notification advising him that if payment was not received by September 20, 2016, that his unused minutes would not be extended to the new service period and that his prepaid service would be deactivatedPlease be advised that if a T-Mobile Pay In Advance customer does not submit a refill payment within a period of days, then their prepaid service is deactivatedAs payment was not received, on December 20, 2016, Mr [redacted] ’s prepaid service was deactivatedOur records confirm that Mr [redacted] ’s mobile number ending in [redacted] was originally transferred to T-Mobile from another service providerTherefore, at the time of deactivation the mobile number ending in [redacted] was transferred back to Mr [redacted] ’s previous provider, AT&T Mobility, for assignment to a new userAs T-Mobile no longer has possession of this mobile number we are regretfully unable to assist with completing Mr [redacted] ’s requestHowever, Mr [redacted] may contact AT&T Mobility for further assistance regarding his request to retain his previous mobile numberWe regret any inconvenience to Mr [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, INCBrandon M [redacted] Executive Response

November 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 November 18, 2016, regarding the above-referenced accountPlease be advised that we have been unsuccessful in gaining contact with Ms [redacted] regarding her concernsWe will make every effort to address and resolve Ms [redacted] ’s concerns within this letterT-Mobile records indicate that on July 20, 2014, an Equipment Installment Plan (“EIP”) was initiated on Ms [redacted] ’s account for a Samsung Galaxy ShandsetEIP 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 installmentsAdditionally T-Mobile records indicate that on July 15, 2015, a JUMP! On Demand (“JOD”) lease was initiated on Ms [redacted] ’s account for a Samsung Galaxy Note handsetJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeT-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiatedTherefore, Ms [redacted] has been absolved of all financial responsibility for the above mentioned EIP and JODIn addition, T-Mobile has issues a credit to Ms [redacted] ’s account in the amount of $on November 17, 2016, leaving a revised credit balance of $Ms [redacted] ’s account remains active and in good standingBased 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, INCJames H [redacted] Executive Response

March 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 11, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to his returned handsetT-Mobile records confirm that on February 9, 2016, Mr [redacted] activated a postpaid account with two voice lines of serviceAt the time of Mr [redacted] activation, he qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SGold Platinum handset with 32GB of memory, and a Samsung Galaxy SBlack Sapphire handset with 32GB of memoryBased on Mr [redacted] personal credit history at the time of his purchase, he was not required to make a down paymentMr [redacted] then agreed to a series of monthly installments in the amount of $for the Samsung Galaxy SBlack Sapphire handset and $for the Samsung Galaxy SGold Platinum devicePlease note that at the time of Mr [redacted] handset purchase, Mr [redacted] purchased two SIM card starter kits, and two Samsung Galaxy SOtterBox Commuter CasesWith taxes, Mr [redacted] paid $for his orderT-Mobile records confirm that on February 11, 2016, Mr [redacted] account became cancelled when he ported his number to another service providerOn February 12, 2016, as Mr [redacted] was a bill current customer and his billing cycle ran from the 10th of one month to the 9th of the following month, Mr [redacted] account was charged $171.42, for the billing cycle charges from February 10, 2016, through March 9, Please note that 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 statementWhen the account was canceled, the remaining EIP balance of $was accelerated and posted to the final billing statement dated March 10, T-Mobile records confirm that Mr [redacted] handset were received after the date of cancellation, therefore, T-Mobile applied a credit of $to Mr [redacted] account for the accelerated handset chargesAdditionally, in an effort to fully resolve the matter, on March 16, 2016, T-Mobile applied a credit of $171.42, reducing the account to a zero balancePlease note that it can take up to days for customers to receive a refund for their online purchaseT-Mobile is actively working with Mr [redacted] to ensure that he receives the refund for his online purchase of his accessories and SIM card starter kitsMr [redacted] has accepted this as a 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, INCJennifer G [redacted] Executive Response

September 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 28, 2017, regarding the above-referenced accountPlease be advised T-Mobile has resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced regarding his accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our retail location On June 6, 2017, our records confirm Mr [redacted] activated Mobile Internet (“MI”) Line ending in [redacted] which is $per month after monthly MI and Auto Pay discount, for GB of high speed dataMr [redacted] also purchased a ZTE SynUp Drive device on Equipment Installment Plan (“EIP”) paying $per month for months Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr [redacted] ’s account confirms that on July 9, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy JPrime device used on mobile number ending in Please note that Mr [redacted] ’s account was eligible to receive a Mobile Device Unlock for his deviceAs such, on July 16, 2017, T-Mobile emailed Mr [redacted] with the Mobile Device Unlock instructions needed to unlock his devicePlease be advised in order to complete the Mobile Device Unlock, Mr [redacted] must go to the Device Unlock App and accept the permanent unlock of the device On September 8, 2017, in an effort to amicably resolve this matter, T-Mobile applied a credit of $to pay off the remaining EIP charges for the ZTE SynUp Drive device and a $account credit, leaving a credit balance of $ Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carolina F [redacted] Executive Response

January 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 January 4, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding our JUMP! On Demand programJUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into Please be advised that Mr [redacted] upgraded with JUMP! On Demand to an Apple iPhone Plus 128GB handset on September 14, and was required to return in the existing Apple iPhone 6S Plus 64GB handset that was set up with JUMP! On Demand T-Mobile records indicate that the Apple iPhone 6S Plus handset was scanned into our return warehouse on October 28, Due to an inadvertent error, the JUMP! On Demand for the Apple iPhone 6S Plus handset was not removed from Mr [redacted] ’s account Please note that T-Mobile has placed a credit in the amount of $on November 28, for two months of JUMP! On Demand for the Apple iPhone 6S Plus 64GB handsetAdditionally, T-Mobile spoke with Mr [redacted] on January 12, and removed the Apple iPhone 6S Plus 64GB handset from Mr [redacted] and applied an additional credit in the amount of $for the most recent JUMP! On Demand for the Apple iPhone 6S Plus 64GB handset bringing the account to a credit balance in the amount of $Mr [redacted] has accepted this as resolution to his concernsT-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 Christopher R [redacted] Executive Response

August 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 21, 2017, regarding the above-referenced file number Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our retail location and Customer Care 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 accountsInvestigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he providedThe 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, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further As Mr [redacted] advises in his letter to your office that he would like to have his number transferred to another account, T-Mobile has the option to complete a Change of Responsibility (“COR.”) 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 accountPlease note that the account holder would need to contact T-Mobile’s Customer Care at 800-937-to provide authorization for T-Mobile to speak with Mr [redacted] and complete the changes requestedT-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 Andrew S [redacted] Executive Response

April 11, 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 5, 2017, regarding the above-referenced account T-Mobile regrets Mr***’s concerns with regards to lease issues for his handsetsOur records indicate that on October 24, 2015, Mr [redacted] upgraded to an iPhone 6s for his phone line ending in [redacted] and a Samsung Galaxy SEdge handset for his phone line ending in [redacted] under our JUMP! On Demand (“JOD”) lease option and agreed to monthly installments for both handsets totaling $monthly As Mr [redacted] traded in qualifying handsets, he was eligible to receive monthly bill credits in the amount of $for his phone line ending in [redacted] and a monthly bill credit of $for his phone line ending in [redacted] for the duration of the month lease periodIt is important to note that during the above–mentioned upgrade, T-Mobile was not offering a promotion which reduced the cost of the iPhone handset down to the monthly cost of zero It is important to note that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement As the month lease period has ended for the above mentioned handsets, a purchase option price in the amount of $was assessed for the iPhone 6s handset, and a $purchase option price was assessed for the Samsung Galaxy SEdge handset In an effort to amicably resolve this matter, T-Mobile has waived the above-mentioned purchase option price charges totaling $Please note that Mr [redacted] will receive one more monthly lease charge for each of the above handsets on his upcoming bill with the due date of April 28, T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

March 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 13, regarding the above-referenced prepaid numberWe are glad to inform you that we have been in touch with Ms [redacted] and have agreed to a resolution to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced regarding her accountA review of Ms [redacted] account indicates that on November 8, 2015, she activated the mobile number ending in [redacted] on prepaid service and subscribed to the $North America Day 5GB On-Demand Pass which is a renewable monthly planFurther records confirm that Ms [redacted] elected to sign up for automatic payment wherein payments were to automatically deducted and paid on the 7th of each monthPlease note that customers have the option to discontinue the automatic plan renewal at any time and T-Mobile will comply with the customer’s requestUpon receipt of Ms [redacted] correspondence we reviewed her usage and from the dates of November 1, 2015, through December 8, 2015, we were able to verify usageOn December 1, 2015, a payment of $was posted on Ms [redacted] account which provided her with service from December 8, 2015, through January, Further review of Ms [redacted] account confirms that she utilized the service between December 8, and January 8, However, our records show that there was no additional usage after January 8, As Ms [redacted] was enrolled in the automatic payment program, another payment of $was posted to her account on January 7, 2016, which was for the next bill cycle from January 8, 2016, through February 8, Additional payments posted to Ms [redacted] account in the amounts of $on February 7, 2016, and $on March 8, T-Mobile records show that on March 12, 2016, Ms [redacted] contacted Customer Care and requested the removal of the automatic payment option from her account as she was no longer using the serviceWhile we do regret any misunderstanding, it should be noted that T-Mobile’s prepaid service is non-refundableAs such, no refunds or other compensation is given for unused airtime balances, lost or stolen prepaid cards or couponsHowever, in an effort to amicably resolve this matter, on March 17, 2016, T-Mobile provided a refund to Ms [redacted] in the amount of $This refund will be delivered to Ms [redacted] in the form of prepaid card mailed to the address listed on her correspondenceMs [redacted] has accepted this offer as resolution to her satisfaction and her prepaid account remains cancelled with a zero balanceWe regret any inconvenience this matter has caused Ms***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, INCSal O [redacted] Executive Response

August 13, 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 a letter dated August 6, 2015, from [redacted] 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 spoke to Mr [redacted] on August 3, 2015, and he has indicated this is resolved to his satisfaction We regret to hear that Mr [redacted] is dissatisfied with our previous response to your office As stated in our previous correspondence, on August 3, 2015, T-Mobile processed an exchange for Mr***’s defective device Please be advised T-Mobile cannot guarantee a newer device during exchangeHowever, due to the specific defect within Mr***’s device, his device was replaced with a newer IMEI As per Samsung, replacement of a handset does not renew the year warranty The manufacturer warranty is based on the original purchase date As a benefit, Mr [redacted] subscribed to the optional Premium Handset Protection (PHP) which covers the device beyond the manufacturers year warranty with the same terms and conditions Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee As part of troubleshooting, T-Mobile will allow Mr [redacted] business days to test the replacement device to his satisfaction Should he have additional concerns he may contact T-Mobile Technical Support at [redacted] or [redacted] at [redacted] Finally, during the limited warranty exchange, Mr [redacted] was assessed an exchange fee of $ As a courtesy on August 11, 2015, T-Mobile has credited the exchange fee Ms***’s account remains active with a balance of $due on August 13, 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 [redacted] Very truly yours, T-MOBILE USA, INC Ty R [redacted] Executive Response

April 24, 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 a letter dated April 18, 2017, from Ms***- [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms***an [redacted] If Ms [redacted] needs to update the spelling of her first name, she may do so by visiting her local T-Mobile retail store with her government issued ID and request for the account to be updatedWe are glad to report to your office that upon speaking with Ms [redacted] she confirmed that her concerns have been resolved to her satisfaction T-Mobile is sorry to hear of Ms [redacted] ’s concerns with our exciting Samsung/LG Black Friday promotionPlease be assured that we strive to provide complete and accurate information to our customersWe apologize if Ms [redacted] feels that this was not her experience Customers like Ms [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who trada qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy SEdge, or an LG Vusing the Equipment Installment Plan (“EIP”)This promotion was valid from November 24, 2016, through November 27, T-Mobile records confirm that unfortunately, although Ms [redacted] purchased a new Samsung Galaxy Sdevice within the eligible timeframe, she trada Samsung Galaxy Swhich was not an eligible tradevice for the promotionAs such; Ms [redacted] ’s Samsung Galaxy Spurchase did not meet the eligibility requirements for the promotion Although outside of T-Mobile policy, in an effort to amicably resolve this matter, T-Mobile offered to honor the promotion as if Ms [redacted] would have trada Samsung Galaxy Sdevice which would have made her responsible for only $for the new Samsung Galaxy SdeviceRecords confirmed that the retail price for Ms [redacted] ’s new Samsung Galaxy Sdevice was $from which she has made payments totaling $T-Mobile agreed to closed the remaining EIP balance for the Samsung Galaxy Swhich reflects an amount of $and to issue a onetime bill credit to the account in the amount of $for the difference between the $Ms [redacted] will be responsible for and what she has actually paidWe are glad to report that Ms [redacted] accepted T-Mobile’s offer as full resolution to her concernsMs [redacted] ’s account currently reflects a balance in the amount of $due by April 25, T-Mobile appreciates the opportunity to respond to Ms [redacted] and we regret any inconvenience to her 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 Maggie R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: T-Mobile has not tried to reach at allI received no voicemail messages and I left my home and work number to contact meI purchase this phone over a year ago at a T-mobile store in [redacted] **I been giving them the necessary numbers to the purchase phoneMy services have been suspended for services I was not able to use while the phone is brokenThe amount being ask is incorrectI've called tmobile customer service regarding issue for over two months and its as yet been resolveI ask that is case dont be closed until someone actually help me resolve the many issues ive been trying to address for well over two monthsI've submitted proof of purchase about this phone several times and for some strange reason its keeps getting lost or they cant recordThe same issue is my bill They can always reach me at the following numbers [redacted] Sincerely, [redacted]

Good afternoon, this is in regards to complaint # [redacted] I spoke with Zachary S [redacted] from T mobile this morning regarding my defective phone We agreed on me receiving a refurbished Galaxy S to rectify my current issue with my current Galaxy S As of now I'm satisfied with the agreement Thank you for your assistance ***

August 5, 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 27, from [redacted] regarding the above-referenced accountPlease 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 accountT-Mobile spoke to Mr [redacted] on August 3, and he has indicated this is resolved to his satisfactionT-Mobile regrets Mr***’s concerns regarding his handsetPlease be advised that T-Mobile provides customers with a one-year Limited Warranty on new T-Mobile handsets purchased from T-Mobile or T-Mobile authorized dealersDuring the Limited Warranty period, customers are 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 damagePlease be advised that with each handset purchase a set of Terms and Conditions including the Limited Warranty policy is providedThis Limited Warranty states the following: “ If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” On occasion T-Mobile may offer an alternative handset however T-Mobile records do not show an alternative handset is available for Mr***’s current handsetAnother option available is that Mr [redacted] may go directly through the handset manufacturer to confirm if the handset can be repairedPlease be advised Mr [redacted] will need to agree to their terms as they are a separate company from T-MobileThe device being utilized by the mobile number ending in [redacted] is under warranty until March 3, As the device is covered under the Limited Warranty, Mr [redacted] has agreed to exchange his device through our Handset Exchange ProgramOn August 3, 2015, T-Mobile processed an exchange for Mr***’s defective device which should arrive within four to six daysPlease note that the Limited Warranty will remain with the replacement handset until March 3, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCTy R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:My issue is not only because of a payment my issue is also with the reps providing information on my accountThe date of the incident I'm referring to I called in and spoke to not one not but repsFor the first rep to process my entire payment and tell me my account has been reactivated to hanging up with the rep to not only find my phone still off but now I'm paying an extra dollar out of the sky bc the 1st and second rep could have told me about charges on my account I'm tired of dealing with the same issues just because I asked for an extintion doesn't mean they need to add on extra charges when I have been a loyal customer for over a year and I put my money into this business and it's very unprofessional and frustrating to deal with this with this company this is extremely unacceptable Sincerely, [redacted] ***

February 21, 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 February 9, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Ms [redacted] regarding her activation of a temporary number that was not removed upon the poof her number ending in *** T-Mobile records indicate on October 28, 2016, Ms [redacted] activated mobile number ending in [redacted] which was to be replaced by her number ending in [redacted] when she ported it in to T-MobileT-Mobile regrets that due to an inadvertent error, Ms [redacted] ’s temporary number ending in [redacted] was not canceled T-Mobile records indicate on January 5, 2017, Ms [redacted] ’s mobile number ending in [redacted] was canceledFurthermore, Ms [redacted] ’s account was adjusted in the amount of $which represents the monthly recurring charges associated to her mobile number ending in [redacted] from activation on October 28, to December 24, An additional credit of $was applied on February 20, which represents Ms [redacted] ’s final charges associated with her line ending in ***Ms [redacted] presently has a zero balance In a further effort to amicably resolve this matter, on January 5, 2017, Ms [redacted] was offered our now grandfathered Select Choice Family rate plan which includes unlimited talk and text for $per month for first two lines of service and $for each additional line after the initial twoMs [redacted] accepted our offer on January 5, Additionally, Ms [redacted] elected to add our Select Choice gigabyte (GB) data plan for $per month on her mobile numbers ending in [redacted] & and our Select Choice unlimited high speed data for $per month on her mobile number ending in Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with T-Mobile Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response