T-Mobile USA

May 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 May 2, 2017, regarding the above-referenced account T-Mobile regrets Ms [redacted] ’s concerns and if she was unaware that an account was openedHowever, it does appear that at the time T-Mobile was provided with Ms [redacted] ’s social security number and a credit check was authorized, the above referenced account was activated with the mobile numbers ending in [redacted] and ***Please note that the mobile numbers may have been only a placeholder if Ms [redacted] ’s intention had been to port her current mobile numbers in As previously mentioned in our correspondence to your office, Ms [redacted] ’s account has been closed and all charges were absolved from Ms [redacted] ’s responsibilityPlease be advised that Ms [redacted] account was never reported to any credit agencyWe truly regret Ms [redacted] ’s experience and we will ensure that the feedback is passed on to the appropriate department for further review Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

April 12, 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 April 6, 2016, regarding the above-referenced prepaid numberT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfactionT-Mobile is sorry to hear of any concerns Ms [redacted] had regarding her experience at our retail locationAlthough T-Mobile and T-Mobile third-party retail locations may charge a fee to non-T-Mobile customers for in-store data transfer services, it is important to note that this fee would not apply to Ms [redacted] as she is a T-Mobile Pay In Advance customerFurthermore, please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s visit to our retail locationBased 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

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 4, 2017, regarding the above-referenced accountWe are pleased to report that Mr [redacted] ’ concerns have been addressed T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding his billing concernsWe appreciate the opportunity to respond to this matter T-Mobile records reflect that on January 19, 2010, Mr [redacted] ’ account participated in a promotional rate plan change, which provided him with a reduced monthly recurring service cost in exchange for a 24-month service agreementIt should be noted that per the terms of the service agreement, Mr [redacted] was advised that should service be cancelled prior to the 24-month term, an Early Termination Fee (“ETF”) of up to $plus applicable taxes may be assessed In Mr [redacted] ’ letter to your office, he indicates that he was unable to use service with his handset in or around his homeWe regret any coverage issues Mr [redacted] ’ has experiencedUnfortunately, T-Mobile has been and is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability T-Mobile records confirm that Mr [redacted] ’ billing statement dated January 24, 2011, carried a total balance due of $Please be advised that $was considered past due and was for service prior to February 24, Mr [redacted] was assessed $in current statement charges for monthly access, and applicable taxes and fees for service from February 24, 2011, through March 23, Please note that Mr [redacted] ’ past due amount was immediately due, and his current statement charges were due in full by February 20, Our records reflect that on January 28, 2011, Mr [redacted] remitted a $payment T-Mobile records confirm that Mr [redacted] ’ billing statement dated February 24, 2011, carried a total balance due of $Please be advised that after credits and payment received, $was considered past dueMr [redacted] was assessed $in current statement charges for monthly access and applicable taxes and fees for service from March 24, 2011, through April 23, Please note that Mr [redacted] ’ past due amount was immediately due, and his current statement charges were due in full by March 20, T-Mobile records confirm that on February 24, 2011, Mr [redacted] ’ account was suspended due to his payment delinquency Please be advised that Mr [redacted] ’ services were restored on February 26, 2011, as our records reflect that he remitted a $payment T-Mobile records confirm that Mr [redacted] ’ billing statement dated March 24, 2011, carried a total balance due of $Please be advised that after credits and payment received, $was considered past dueMr [redacted] was assessed $in current statement charges for monthly access, and applicable taxes and fees for service from April 24, 2011, through May 23, Please note that Mr [redacted] ’ past due amount was immediately due, and his current statement charges were due in full by April 20, T-Mobile records confirm that on March 24, 2011, Mr [redacted] ’ account was suspended due to his payment delinquency Please be advised that Mr [redacted] ’ services were restored on March 29, 2011, as our records reflect that he remitted a $payment T-Mobile records confirm that Mr [redacted] billing statement dated April 24, 2011, carried a total balance due of $After credits and payment received, $was considered past dueMr [redacted] was assessed $in current statement charges for monthly access, and applicable taxes and fees for service from May 24, 2011, through June 23, Please note that Mr [redacted] ’ past due amount was immediately due, and his current statement charges were due in full by May 20, T-Mobile records confirm that on April 24, 2011, Mr [redacted] ’ account was suspended due to his payment delinquency As payment was not received to satisfy Mr [redacted] ’ past due or current statement charges, on June 8, 2011, Mr [redacted] ’ account was cancelled due to his payment delinquencyAs the terms of Mr [redacted] ’ service agreement had not been met, an ETF was assessed and scheduled to impact his final billing statementUnder T-Mobile policy, early termination fees will be prorated based on the following criteria: More than days remaining on contract: $200.00; 91-days remaining on contract: $100.00; and less than days remaining on contract: $If the account is cancelled within the last days of the contract, the early termination fee is $or the amount of the customer's recurring charges, whichever is less T-Mobile records confirm that Mr [redacted] ’ final billing statement dated June 24, 2011, carried a total balance due of $Please note that Mr [redacted] ’ account received $in credits as his account was previously suspendedMr [redacted] ’ was assessed charges for fees and applicable ETF, and taxes for service leading to cancellationPlease note that Mr [redacted] ’ statement balance was due in full by July 20, After Mr [redacted] ’ account was cancelled, T-Mobile’s Financial Care Department attempted to contact him in an effort to resolve his outstanding balanceAs T-Mobile’s internal collection efforts were unsuccessful, on September 15, 2011, Mr [redacted] ’ account was referred to a third-party collection agency, Plaza Recovery, Inc., for further collection efforts Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstanding It should be noted that Mr [redacted] ’ account was referred to numerous third-party collection agenciesAs of most recent, on January 22, 2014, Mr [redacted] ’ account was referred to Enhanced Resource Centers, for further collection efforts T-Mobile records further reflect that on March 29, 2017, Mr [redacted] remitted a $payment to T-Mobile while visiting a Retail LocationAs this payment satisfied Mr [redacted] ’ outstanding balance, his account was removed from third-party collectionsAdditionally, any outstanding remarks reported to the credit bureaus pertaining to MrWilliam’s debt will be updated to a Resolved Paid In Full status within the next daysBased on the above, it is T-Mobile’s position that Mr [redacted] ’ previous outstanding balance was valid and owed, and as such, T-Mobile respectfully declines to provide Mr [redacted] with his requested refundPlease note that Mr [redacted] ’ account remains in a closed status with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jason A [redacted] Executive Response

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] and [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 14, 2018, regarding the above-referenced account As previously, mentioned T-Mobile records indicate the account holder of record is [redacted] ***, and Mr [redacted] has been designated as an authorized user of the account In addition, Mr [redacted] and Mr [redacted] are one in the same T-Mobile regrets any continued concerns Mr [redacted] has regarding the account On January 31, 2018, upon speaking to Mr [redacted] he expressed concerns regarding coverage at his home location After further review T-Mobile has confirmed Mr [redacted] is receiving the expected coverage which is available in his area We regret any coverage issues Mr [redacted] has experienced Please note that T-Mobile is unable to guarantee coverage in all areas There are several factors and conditions that may interfere with actual service, quality, and availability.In regards to Mr [redacted] ’s concerns regarding MyT-Mobile.com account permissions, T-Mobile has confirmed the only available options are Master View or View Non-Master These permissions can be set up by contacting Customer Care directly at 1-800-937- Please be advised Master View allows customer to view any line on the account and make most changes to lines of service on the account The View Non-Master allows customers to make changes and view their own line of service onlyT-Mobile records confirm the current account plan is our Business Simple Choice 6-lines with unlimited talk, text, and GB of data per line at the rate of $for the first six lines ending in 7000, 7770, 7779, 3878, 5725, and 1613; and $for the additional four lines ending in 7999, 5969, 6441, and Additional features currently on the account include T-Mobile’s $Family Stateside International, $North America Family feature, $after discounts for Mobile Internet line ending in 7777, $after discount for Mobile Internet line ending in 9898, $for DIGITS Talk and Text for line ending in 6111, and $for DIGITS Talk and Text for line ending in 6161, plus applicable taxes and fees T-Mobile has confirmed the rate plan and services are being charged correctly Binge On is a network enhancement designed to stretch consumers data by automatically optimizing streaming videos at 480p+ resolution when enabled Furthermore, T-Mobile records confirm Mr [redacted] currently has a promotional data package of GB of free data, which will expire as of February 28, 2019; thereafter he will be reverted back to the original data package included with his rate plan of GB per voice line of service Please be advised in order to receive Binge On benefits, customers must have a base rate plan with a GB or higher permanent data package; therefore regrettably, Mr [redacted] currently does not meet this requirement to receive this benefit and his data services are operating as expected As previously mentioned in our correspondence to your office dated February 2, 2018, T-Mobile applied account credits in the amount of $to account number [redacted] , bringing this account to a zero balance, and $to account number [redacted] , bringing the balance due to $due on February 11, 2018, which Mr [redacted] previously accepted as resolution to his concerns T-Mobile has confirmed the current balance continues to be $due on February 11, Additionally, there has not been additional billing statements generated since the billing statements dated January 19, for each account T-Mobile regrets any inconvenience this may have caused 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.Carolina F [redacted] Executive Response

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 February 9, 2018, 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 accountT-Mobile regrets any concerns that [redacted] has experienced with regards to his device exchange T-Mobile records reflect that [redacted] purchased a Samsung Note handset on December 23, By purchasing T-Mobile equipment, [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device During the Limited Warranty period, [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under 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 damage.Our records confirm that on January 26, 2018, [redacted] completed an exchange for his Samsung Note handset under his limited warranty On February 9, 2018, [redacted] completed a second exchange for his Samsung Note handset We spoke to [redacted] on February 11, 2018, and he advised that his latest exchange has not presented any issues We clarified that an upgrade is an option which is available to [redacted] and there may be additional costs, however the limited warranty can provide an exchange when the eligibility criteria is met [redacted] was happy with information presented to him T-Mobile regrets any inconvenience to [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.Belen L***Executive Response

September 8, 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 28, 2017, regarding the above-referenced account T-Mobile regrets any concern Mr [redacted] had regarding his warranty exchange Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our retail location T-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Note GB handset on August 25, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device Upon review of Mr [redacted] ’s account this warranty has been extended as he subscribes to the optional JUMP! insurance package During the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same 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 damage T-Mobile records indicate that on July 30, 2017, Mr [redacted] filed a warranty replacement with his local retail location for a Samsung Note handset which was expected to arrive within hours from the date filedOn July 31, the handset shipped from the warranty replacement warehouse Due to an inadvertent administrative error, Mr [redacted] was not contacted upon the handsets delivery to the retail location In turn Mr [redacted] ’s replacement device order was canceled and the device was returned to the warehouse On August 27, 2017, Mr [redacted] filed a new warranty replacement for the Samsung Galaxy Note GB handset in a retail location, which was expected to be delivered on August 30, On August 30, 2017, Mr [redacted] ’s replacement device was delivered to the retail location and Mr [redacted] completed his exchange Upon speaking with Mr [redacted] he had confirmed the two warranty exchange requests and the aforementioned information regarding the manufacturer’s warranty policy was discussed in detail, advising that T-Mobile does not exchange manufacturer defective devices with brand new retail inventory, rather through certified remanufactured devices Mr [redacted] understood T-Mobile’s stance on warranty exchanges 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 [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: It was already CONFIRMED BY SHAY, ASHLEY & SABRINASHAY ALSO SPOKE TO A SUPERVISOR ABOUT THE DEBIT THEY BOTH SAW FROM MY ACCOUNT and THE SUPERVISOR confirmed in AUGUST SHE SAW THEM TAKE $TWO TIMES WHEN IT SHOULD HAVE BEEN A REFUND BECAUSE I DID NOT ORDER A JI ORDERED AN IPHONE WILL HAS ACCESS TO THE SAME FILE THEY WERE LOOKING AT TMOBILE AGENTS ARE TRAINED & PROGRAMMED TO SELL THEM WHAT THEY WANT NOT WHAT THE CUSTOMER REQUEST IF THEY HAD SENT ME THE IPHONE THEY CHECKED my CREDIT FOR, I WOULD NOT BE CONTACTING THE Revdex.com I WILL BE COMPLAINING TO CONSUMER AFFAIRS IN PERSON BECAUSE I CANT KEEP GOING BACK & FORTH FOR SOMETHING THAT BELONGS TO ME my salary is $27,yearly when they make that in an HOURPLEASE STOP ROBBING ME TMOBILETHANK YOU FOR MY REFUND OF $ THEY ARE NO BETTER THAN THE THIEF WITH A GUN WHO ROBBER ME IN 1990Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:They have not made several attempts as Mr Juan C [redacted] has claimedI only got the initial email correspondence from them this past Saturday I was able to call him yesterday I left a voice message and replied to his email with a contact number (see attachment) If I am a T-Mobile customer, then they should have a number to reach me at.I would like to speak to T-Mobile preferrably a different representative who is honest and doesn't close it without opportunity to discuss T-Mobile have had lawsuits against charges and has lost them I had charges reversed Their statements are hard to read or not all charges are clearly displayed or itemized so the customer can understand Sincerely, [redacted]

April 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 3, regarding the above-referenced account T-Mobile regrets any inconvenience that Mr [redacted] encountered regarding his handset T-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Son December 23, By purchasing T-Mobile equipment, Mr [redacted] receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [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 optionsT-Mobile regrets to learn that Mr [redacted] is unhappy with the option to discuss warranty possibilities with the manufacturer Under the Handset Exchange Program, T-Mobile will provide a replacement handset and may be refurbished 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 damage Upon speaking with Mr [redacted] on April 4, he was advised of the Handset Exchange Program, and informed that the handset may be refurbishedMr [redacted] understood and was informed that if he encounters any further issues with his handset to contact me at the below referenced number 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 Abigail ***-R [redacted] Executive Response

April 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding his coverage concerns as well as his JUMP! On Demand concerns JUMP! 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 costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime JUMP! On Demand 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 such, when Mr [redacted] canceled his T-Mobile account on March 8, 2017, he elected to return his Apple iPhone Plus which was leased on our JUMP! On Demand program, he was assessed the remaining balance of his lease term in the amount of $plus applicable taxes on his final billing statement dated March 17, Furthermore, Mr [redacted] ’ was assessed the purchase option price of $plus applicable taxes on his final billing statement It is T-Mobile’s position that Mr [redacted] ’ lease buy out of $plus applicable taxes is validMr [redacted] elected to remit payment on March 22, in the amount of $1,which included Mr [redacted] ’ lease buy out, purchase option price and his remaining monthly recurring charges However as Mr [redacted] did return his handset to T-Mobile, T-Mobile has agreed to send Mr [redacted] a refund in the amount of $which represents the purchase option price plus applicable taxes for his Apple iPhone PlusMr [redacted] refund should arrive within seven to ten business days at the address provided to your office in the form of a prepaid refund cardT-Mobile regrets any inconvenience to Mr [redacted] Please 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 statementsMr [redacted] ’ name, address, and wireless telephone number are not CPNI, nor is information about the use of our data services, but are otherwise covered by this policy as personal informationUnder 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 regulationsHowever, it is important to note that T-Mobile does not sell, rent, or lease personal information about customers to third parties for their marketing purposes As Mr [redacted] claim of a CPNI breech is with the outside collection agency that was assigned to his account for pre-collection notifications, T-Mobile will forward his concerns to the appropriate party for review 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

Kayla (T-Mobile) and to whom it may concern at the Revdex.com, I wanted to make some clarifications on Kayla's reply and the intent of complaint # [redacted] There's a slight correction that should be madeI opened one line on April 13, to test T-Mobile's services and with satisfactory results contacted customer service on April 30, to inquire about the logistics of transferring lines from ***, and that's when they added extra lines to my account without my consent and back dated my bill charges for the lines to April 13, The erroneous bill and an unfulfilled promise to fix and compensate these errors were highlighted and addressed on a different Revdex.com complaint, # [redacted] The complaint was later updated to reflect the resolution that took 8+ hours of contact with T-Mobile's customer service via Facebook chatI emailed the Revdex.com to update the complaint accordingly due to the resolutionNow, the current complaint in question, # [redacted] , was to highlight the horrid customer service provided throughout this ordealThis was to point out that it should have not taken 3+ weeks to get a proper resolution, nor should it have taken more hours speaking to customer service than the hours that I spend at school on a weekly basisThere was not a specific desired outcome for this complaint, but wanted to bring to attention my horrid experience with T-Mobile's customer serviceSince my submission of this complaint, Kayla, from T-Mobile, has contracted me and helped me through the process and addressed all my concerns in a manner that has given returned my faith for great customer service with T-Mobile services Thank you Kayla and thank you representatives of the Revdex.comSincerely, [redacted] ***

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 20, 2017, regarding the above-referenced accountPlease be advised that we have attempted to contact Mr***, which has proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any confusion to Mr [redacted] regarding the data packages offered by T-MobileAs stated in our previous letters to your office, dated June 8, 2017, and June 19, 2017, T-Mobile has partnerships with other U.Scarriers that let customers use their network while outside of T-Mobile's network While T-Mobile seeks to offer as much coverage as possible on our own network, we must sometimes rely on domestic roaming partners to ensure the broadest domestic coverage possible for the most customersThis requires that we coordinate with third-party roaming partners in certain areas where we do not have our own network coverageIn these cases, we do not have the same ability to provide unlimited data roaming and therefore must place reasonable limits on off-network usagePlease note that T-Mobile’s Terms and Conditions specify the following regarding domestic data roaming: “Your Device may connect to another provider’s network (“Off-Net”)This may happen even when you are within the T-Mobile coverage areaCheck your Device to determine if you are Off-NetPlease do not abuse this; we may limit or terminate your Service if you do.” T-Mobile records confirm that Mr [redacted] is receiving notification that he has repeatedly reached his domestic data roaming allotment, as Mr [redacted] is utilizing another provider’s networkThe domestic data roaming allotment varies by data rate planOur records indicate that Mr***’s account is subscribed to an unlimited data feature which includes megabytes of domestic data roaming per billing cycle on each of his mobile numbersTherefore, while connected to T-Mobile’s network, Mr [redacted] will continue to receive unlimited dataShould Mr [redacted] continue to remain dissatisfied with T-Mobile’s service, T-Mobile will allow Mr [redacted] to return his LG Vhandset, within day, in good working condition, directly to my attention at: T-Mobile USA, Inc Executive Response Attention: Diana J [redacted] Upon receipt of Mr***’s handset, T-Mobile will apply a credit of $to the remaining Equipment Installment Plan (“EIP”), reducing the balance owed to zeroMr [redacted] may port his services prior to the end of his billing cycle, July 26, In an effort to resolve the matter, T-Mobile will apply a credit for the monthly recurring charges on Mr***’s final billing statement, dated June 27, Should Mr [redacted] wish to discuss this matter further, he may contact me at the number listed belowBased on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

September 14, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327Re: [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 10, 2015, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms [redacted] which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letterOur records confirm that on June 8, 2015, a handset replacement was ordered for Ms [redacted] ’s non-working Samsung Galaxy Shandset, and it was shipped to her on the same day Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed Our records do not indicate that we received the non-working handset; as such, Ms [redacted] was charged $for the non-return fee and applicable taxes Please be advised that the return of the above mentioned equipment is outside the sixty (60) day period provided to the customer to return their non-working handset In an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile will allow Ms [redacted] to return her non-working handset directly to my attention within days and must be post marked by September 21, 2015, and sent to my attention at:T-Mobile USA, Inc.Executive ResponseAttention: Ruben A [redacted] **Albuquerque, NM 87107Upon receipt of the handset in like new condition, T-Mobile will apply a credit to the account in the amount of $for the handset non-return fee and applicable taxes T-Mobile recommends that Ms [redacted] request a tracking number when shipping, as T-Mobile is not responsible for equipment being returned back to T-Mobile Ms [redacted] should also include her account information within the box to ensure proper account credit If the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Ms [redacted] and the non-return fee will then be considered valid Should Ms [redacted] fail to meet this date the offer shall be considered void and T-Mobile would no longer accept Ms [redacted] ’s equipment return.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.Ruben A [redacted] Executive Response

May 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced account T-Mobile regrets any coverage concerns Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service, quality, and availabilityWe likewise regret any concerns to Ms [redacted] when contacting our Customer Care teamPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and to provide them with the best options available based on their needs Upon receipt of Ms [redacted] ’s correspondence from your office, we reviewed the address provided by Ms [redacted] at [redacted] and confirmed that the site servicing the area does experience slight congestion and currently we are upgrading our network in this location to provide customers a better service experience Please note that by purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of his 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 damageIt is important to mention that new equipment is not a guaranteed option under T-Mobile’s Handset Exchange Program Our records confirm that on April 12, 2017, Ms [redacted] contacted Customer Care to report that her handset speaker was not working properlyAt this time, troubleshooting was performed to rule out possible handset or software issues; ultimately as we were unable to replicate the issue, Ms [redacted] was referred to a T-Mobile retail location for further troubleshootingLater, on April 12, 2017, a replacement handset for the Alcatel Idol 4S handset was mailed to Ms [redacted] under our handset exchange programFollowing on April 17, 2017, Ms [redacted] again contacted Customer Care to report having the same audio issues with the replacement handset received and an additional replacement handset was mailed for the same equipment make and model through our handset exchange program Please be advised that any time we mail a customer a Signal Booster or CellSpot Router is with the intention to improve a customer’s in-home coverage by enabling them to have better voice and data connections while at homeWe regret to hear that this option did not improve Ms [redacted] ’s service It is important to mention the account is on a month to month basis and that although we would regret losing Ms [redacted] as a customer, we understand that we may not be the best service provider for her currentlyShould Ms [redacted] choose to keep her T-Mobile service, she may continue to experience coverage concerns in places around her billing address and based on our findings no further credits are warranted to her accountPlease note that as of May 5, 2017, Ms [redacted] ’s account reflected a balance of $due by May 15, It is T-Mobile’s position that the charges are valid and owed Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [redacted] Executive Response

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 to Ruben for following up with me and resolving the issue.Sincerely, [redacted]

January 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder : [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 29, 2016, 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 regrets any concern Mr [redacted] has experienced with regards to his billing statementOn June 19, 2016, T-Mobile issued a billing statement in the amount of $which included a past due balance for monthly access charges taxes and fees and monthly Jump on Demand (“JOD”) lease charges from April 19, 2016, to May 18, 2016, in the amount of $and monthly access charges taxes and fees from May 19, 2016, to June 18, 2016, in the amount of $and monthly JOD lease charges in the amount of $On June 19, 2016, Mr [redacted] remitted a payment in the amount of $and on June 20, 2016, T-Mobile issued a promotional billing credit in the amount of $which updated the above balance to $Our records indicate that on June 29, 2016, as Mr [redacted] was traveling internationally, he seasonally suspended his T-Mobile accountIt is important to note that as Mr [redacted] seasonally suspended his T-Mobile account in the middle of a billing cycle, he was charged prorated billing charges on his upcoming billAdditionally, as Mr [redacted] suspended his complete account, he was to be charged a monthly fee seasonal suspension fee in the amount of $In addition, a billing statement with the due date of August 11, 2016, in the amount of $was issued which included a past due balance in the amount of $159.63, prorated monthly access charges, taxes and fees from June 19, 2016, to June 28, 2016, in the amount of $and monthly JOD lease charges in the amount of $Please be advised that on July 28, 2016, as payment was not remitted for the past due balance in the amount of $159.63, Mr [redacted] ’s service was suspended due to non-paymentPlease note that on August 9, 2016, Mr [redacted] ’s service was restored from suspension and as a result each of his lines was charged a $plus tax restoral fee and he continued to be billed for his monthly charges on his upcoming billing statementOn August 10, 2016, Mr [redacted] remitted a payment in the amount of $updating his balance to $On August 19, 2016, T-Mobile issued a promotional bill credit in the amount of $updating Mr [redacted] ’s balance to $In addition, a billing statement with the due date of September 11, 2016, in the amount of $was issued which included restoral fees in the amount of $140.00, the past due balance in the amount of $112.12, monthly access charges from August 9, 2016, to August 18, 2106, in the amount of $88.97, monthly JOD lease charges in the amount of $and prorated seasonal suspension fee charges from July 19, 2016, to August 9, 2016, in the amount of $On August 31, 2016, Mr [redacted] remitted a payment in the amount of $updating his balance to $On September 19, 2016, T-Mobile issued a promotional bill credit in the amount of $updating Mr [redacted] balance to $In addition, a billing statement with the due date of October 11, 2016, in the amount of $was issued which included the past due balance in the amount of $217.29, monthly access charges, taxes and fees from August 19, 2016, to September 18, 2016, in the amount of $and monthly JOD lease charges in the amount of $It is important to note that mobile phone line ending in was removed from Mr [redacted] ’s account and transferred to another T-Mobile account as a Change of responsibilityPlease be advised that on October 1, 2016, as a payment was not remitted for the past due balance in the amount of $217.29, Mr [redacted] ’s service was suspended due to non-paymentPlease not that Mr [redacted] ’s service was restored the same day and as a result a $per line restoral fee was charged on his upcoming billing statementIt is important to note that Mr [redacted] ’s Mobile Internet line ending in was charged restoral fees in the amount of $including taxes the two previous times his account was restored from suspension, but has not been charged for monthly access chargesIt is T-Mobile’s position that all above-mentioned charges are valid and owed; however, in an effort to amicably resolve this matter, on January 3, 2017, T-Mobile issued a billing credit in the amount of $which is the billing amount that Mr [redacted] is disputing, updating his T-Mobile account to a credit balance of $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, INCCesar R [redacted] Executive Response

August 4, 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 23, 2017, regarding the above-referenced file number 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 issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he provided 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-in order to discuss account details Upon speaking to Mr [redacted] on August 1, 2017, we have offered to assist him with device and coverage troubleshooting and will continue to work with Mr [redacted] to provide a resolutionT-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 Carolina F [redacted] Executive Response

Tell us why here September 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 19, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] encountered regarding the This One is On Us offerPlease 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 Executive Response team However upon speaking with Mr [redacted] on September 19, 2017, he confirmed he no longer was interested in the offer as he currently was taking advantage of the T-Mobile ONE Unlimited 55+ promotional rate planAs a courtesy to Mr [redacted] , T-Mobile issued a credit in the amount of $due to the inconvenienceThe credit reduced the account balance to a credit balance of $T-Mobile is glad to confirm that Mr [redacted] accepted the credit as a resolution to his concerns and regrets any inconvenience to him 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 Abigail ***-R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I attempted to call Chris back on the 14th of March He did not give me his last name nor a call-back number I used the number that came up on my phone No one on the other end knew who Chris was or how to get in contact with him Since then, I have not received a message from T-Mobile He told me on the 14th that they would be refunding my money yet my card has still not been refunded the remaining $This is a pattern of behavior for T-Mobile They say they will do something, but they don't follow through When I spoke to Josh on February 19th, he assured me that the account and the autopay had been cancelled Obviously that had not happened either Sincerely, [redacted]

May 6, 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 May 4, 2016, regarding the above-referenced account T-Mobile is pleased to report that this matter was resolved to Ms [redacted] ’ satisfaction T-Mobile regrets that Ms [redacted] had concerns with the final account balance and with the collection activity that took place on the account On May 29, 2015, Ms [redacted] activated service with the mobile numbers ending in [redacted] and *** Ms [redacted] elected to purchase two Certified Pre-Owned Sony Xperia Z1S handsets with our Equipment Installment Plan (“EIP”) Ms [redacted] was not asked to make a down-payment and she agreed to pay monthly installments in the amount of $per handset Ms [redacted] ’ account was billed in advance with our ‘Bill Current’ billing system Ms [redacted] ’ billing cycle ran from the 2nd of each month through the 1st of the following month and payment was due by the 22nd of each month Ms [redacted] subscribed to our Simple Choice Value Family Unlimited Talk, Text and Data rate plan for $per month Prior to additional usage charges, fees, taxes and surcharges, Ms [redacted] ’ monthly billing statement totaled $ Ms [redacted] ’ billing statement dated November 1, reflected a balance due in the amount of $for monthly access charges billed in advance for services from November 2, through December 1, 2015, equipment installments, $in international call usage charges and taxes and surcharges Ms [redacted] ’ account was enrolled in EasyPay since July 7, EasyPay is a free payment feature that automatically debits the balance due on an account approximately two to three days prior to the due date by electronically debiting a customer’s checking account, debit card, or credit card of their choice On November 20, 2015, T-Mobile received a payment in the amount of $via EasyPay On November 21, 2015, Ms [redacted] contacted Customer Care to request to pay off the handset balances for the two Sony Xperia Z1S handsets and to request mobile device unlock codes for each handset The final balance for the handsets was $and a payment in that amount was collected for the handset balances The final balance for each handset was billed to the account on the final billing statement dated December 1, The payment of $left a credit balance in the amount of $as the pending EIP balances were not yet billed to the account On November 21, 2015, T-Mobile provided the mobile device unlock codes and unlock instructions to Ms [redacted] for the handsets At Ms [redacted] ’ request, the account was cancelled on November 24, At that time, Ms [redacted] requested a refund for the payment for services billed to the November 1, billing statement Please be advised that the payment of $that was received on November 20, was for services rendered from November 2, through December 1, Please be advised that Ms [redacted] ’ account was prorated for services billed in advance from November 24, through December 1, and credits in the amount of $were issued to the account when the final billing period closed on December 1, Please note that the charges for services rendered and used from November 2, through November 23, are considered valid On November 25, 2015, since Ms [redacted] ’ account reflected a credit balance in the amount of $269.98, a refund in that amount was issued to Ms [redacted] for the payment received on November 21, Ms [redacted] ’ final billing statement, which was mailed to her address of record, was dated December 1, with a final balance due in the amount of $251.19, this billing statement included the credit of $for services and taxes billed in advance from November 24, through December 1, 2015, the handset balances of $269.98, $in international call usage charges and taxes and surcharges Since Ms [redacted] ’ account was enrolled in EasyPay, the final balance in the amount of $was received via EasyPay on December 20, On December 24, 2015, the payment of $was returned to T-Mobile unpaid as it was a disputed payment by Ms [redacted] Please be advised that since Ms [redacted] received a refund of $for the handset balances on November 24, and she received $in credits for the services billed in advance from November 24, through December 1, 2015, it is T-Mobile’s position that the final balance in the amount of $is valid A returned payment fee in the amount of $was charged to the account, which left a final revised balance in the amount of $ T-Mobile records do not indicate that Ms [redacted] contacted us, or remitted payment, after December 24, until she contacted Customer Care on March 14, For the collection of the past due balance, on February 23, 2016, Ms [redacted] ’ account was referred to a third party collection agency As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee The amount of a collection fee is determined by the amount of the past due balance Accordingly, a one-time collection fee in the amount of $was charged to the account, which left a final revised balance in the amount of $ It is T-Mobile’s position that the final balance in the amount of $is valid On March 14, 2016, Ms [redacted] contacted T-Mobile to dispute the outstanding balance Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’ recent contact with our Customer Care team On April 21, 2016, as a courtesy to Ms [redacted] and based on the information she received on March 14, 2016, a goodwill credit in the amount of $was issued to the account, which left a remaining final balance due in the amount of $ On May 6, 2016, a payment in the amount of $was received, which leaves the account closed with a zero balance Please be advised that it may take the third party collection agency up to three business days to update their records and to remove the account from collections As a gesture of goodwill, T-Mobile sent a request to the third party collection agency to request to have any negative reporting that may have been submitted to the credit bureaus deleted It may take the credit bureaus up to 90-days to delete any negative reporting although Ms [redacted] may contact them to dispute the reporting to help expedite their removal process 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 Ally Y [redacted] Executive Response