T-Mobile USA

June 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 30, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] had concerns with the return of his Apple iPhone GB handsetWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction On December 23, 2016, Mr [redacted] purchased two Apple iPhone handsets with our Equipment Installment Plan (“EIP”); one GB and one GBT-Mobile spoke with Mr [redacted] regarding this matter on March 2, 2017, and we agreed to allow him to return the Apple iPhone GB handset to our office within 30-days from March 2, Mr [redacted] was advised to return the handset in good condition without any physical or liquid damage and to ensure that the ‘Find my iPhone’ function was been disabled Provided that the handset was returned in good condition with the ‘Find my iPhone’ function disabled, T-Mobile would agree to close the EIP for the iPhone GB handsetOn March 13, 2017, T-Mobile received Mr [redacted] ’s iPhone GB which was a different memory variant than what was originally agreed upon Nevertheless, on June 1, 2017, T-Mobile absolved Mr [redacted] of the remaining balance of the EIP for the iPhone GB handsetT-Mobile appreciates Mr [redacted] ’s business and we regret any inconvenience that he may have experienced 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 Alyssa K [redacted] Executive Response

April 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 March 22, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has in regards to the purchase option price for a handset in her accountT-Mobile records indicate that on July 18, 2015, Ms [redacted] qualified for our JUMP! On Demand (“JOD”) offering with the lease of an iPhone gigabyte (“GB”) handset for mobile number ending in Ms [redacted] was not required to make a capital cost reduction payment and then she agreed to an 18-monthly lease payment for $a month with a purchase option price of $Please note that all pricing is before any applicable taxes 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 statementAt the end of the lease, qualified customers are provided with the option to finance the purchase option price with a no-interest, nine month installment planThis is also referred to as Purchase Option Installment Plan (POIP)Taxes on POP are due at time of POIP creation Our records further indicate that on March 15, 2016, Ms [redacted] provided permission for a COR to be processed on her mobile numbers ending in [redacted] and ***On March 17, 2016, the COR was completed and Ms [redacted] ’s mobile numbers ending in [redacted] and [redacted] were transferred to a new account and ownerUnfortunately, JOD leases are not eligible to be transferred to another account when a COR is processedWe are sorry for any misinformation in regards to our COR process Please be advised that as Ms [redacted] ’s lease agreement came to an end, as such, the purchase option price for the above mentioned iPhone handset became due and is reflecting in Ms [redacted] ’s billing statement dated February 20, Unfortunately, since the above number was no longer active on Ms [redacted] ’s account, the POIP was not an available optionPlease note that T-Mobile considers the charge to be valid and owedHowever, in an effort to amicably resolve Ms [redacted] ’s concern on March 28, 2017, T-Mobile applied a $creditMsAccount currently reflects a balance of $due on April 7, T-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

October 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 6, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] may have experienced her recent phone order and we are pleased to report that we have resolved Ms [redacted] concerns to her satisfactionPlease 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 Customer Care On October 4, 2016, a one-time courtesy credit was applied to Ms [redacted] ’ account and as such, her account reflects credit balance in the amount of $Additionally on October 7, 2016, a refund in the amount of $was applied to Ms [redacted] ’ credit card for the order processed on September 21, UPS records indicate that on October 7, 2016, the Samsung Galaxy SEdge GB handset was delivered to Ms [redacted] ’ home addressAdditionally T-Mobile records indicate that the handset is currently being used on Ms [redacted] accountPlease be advised that on October 13, 2016, T-Mobile made the necessary adjustment to Ms [redacted] account to reduce the cost of the Samsung Galaxy SEdge GB handset from $to $as previously promisedOn October 17, T-Mobile spoke to Ms [redacted] and advised of the aboveMs [redacted] was satisfied with the resolution and had no additional concernsT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Mr***’s satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his handsetT-Mobile records indicate that on March 11, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdgeEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceOur records confirm that Mr [redacted] is subscribed to the Premium Handset Protection (PHP) featureUnder the PHP, Assurant will provide a replacement handset of the same or equivalent model, with a deductible for damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage along with lost or stolen Please be advised that in order to ensure customers are receiving their replacement handsets within a timely manner, should a specific color be unavailable due to low inventory a different color of the same model/memory may be sent As we want to ensure that our customers are provided the best experience possible, on March 1, 2017, T-Mobile offered to replace Mr***’s Gold Samsung Galaxy SEdge GB with a Black oneMr [redacted] has agreed to and accepted our offer and is aware that he will have to return the gold device to T-Mobile’s executive office 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

April 20, 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 18, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile promotions and appreciates the opportunity to respond to his concerns T-Mobile records confirm that Mr [redacted] is eligible and participating in our Friends and Family Lines on Us and our LG G PAD On Us promotionsPlease note that our Friends and Family Lines On Us promotion was available from November 18, 2016, through November 22, Our records further indicate that as of Mr [redacted] is receiving his $promotional credits as of December 4, on his LG G Pads making them free In addition, as Mr [redacted] states in his correspondence, he has two Mobile Internet (“MI”) lines and each of them are subscribed to our Simple Choice North America Mobile Internet rate plan with 4G speeds up to 6GB for $per monthPlease note that by being on an account with an active voice line his MI line is eligible for a $hybrid discountOur records indicate that as of December 14, 2016, Mr [redacted] is receiving the $promotional credit and the automatic $hybrid credit for his lines making them freeIt is important to note that Mr [redacted] is receiving the promotional credits on his MI lines because these are the lines that were activated during the promotion available date As of April 19, 2017, Mr [redacted] has six mobile numbers and is subscribed tour Simple Choice Family Unlimited Talk, Text, and Data with 4G speeds lines for $per monthMr [redacted] receives his additional two mobile internet lines for freeMr [redacted] ’s monthly recurring charges are $per month before applicable taxesAs of April 19, 2017, Mr [redacted] ’s account balance is $207.40, which consists of his monthly recurring charges from February 14, through March 13, 2017, final Equipment Installment Plan (“EIP”) payment of $for his Samsung Galaxy Note 4, $late payment, and applicable taxes Should Mr [redacted] have any additional questions he may contact me at the number provided belowAdditionally, Mr [redacted] may also view his billing statement online at wwww.MyT-Mobile.comT-Mobile regrets any inconvenience to Mr [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Both the IPhone have been unlockedThank you very much for your time and support in resolving this issue I look forward to continuing my business with T-Mobile and hope that such inconveniences may not arise again in futureI once again sincerely appreciate your cooperation in this matter Sincerely, [redacted] ***

April 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] ***- [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***-***, and that [redacted] is designated as an authorized user of the account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding the above-referenced accountT-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on the T-Mobile accountOur records reflect that Mr***- [redacted] activated mobile numbers ending in [redacted] and [redacted] on March 2, 2017, and attempted to take advantage of our Insider Hothat ran from February 17, 2017, through March 31, As can be expected, there are several eligibility requirements for the promotionPlease be advised that Mr [redacted] met all requirements; however, due to an inadvertent error, this promotion was not fully applied to the above-referenced account As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 21, 2017, T-Mobile applied the promotional discountAdditionally, T-Mobile credited $for the previous and current billing cycle leaving the account with a credit balance of $Mr [redacted] has accepted our offerPlease be advised that on April 21, 2017, Mr [redacted] confirmed that the handset he purchased was being taken care of by our retail representatives Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

January 2, 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 December 19, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms [redacted] we have been able to resolve this matter to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile services as well as her accountT-Mobile records reflect that the primary place of use associated with Ms [redacted] ’s account is considered satisfactory while outdoorsAs Ms [redacted] can imagine, T-Mobile is not able to guarantee coverage in all areas of intended useT-Mobile records also reflect that Ms [redacted] is using a coverage solution to help improve her indoor coverage experience, which is an option postpaid customers can take advantage of so long as they remain active T-Mobile subscribers On December 3, 2017, Ms [redacted] leased a T-Mobile Revvl device through T-Mobile’s JUMP! On Demand program (“JOD”)JOD is a lease program that breaks a phone’s cost down into equal monthly payments with zero down upfrontOnce a customer is in JOD, they can swap out for a new phone up to three times per year without having to pay to upgradeIf the customer does not upgrade, at months they will have the choice to either traor buy the phone for the remaining balance of what it would cost at full retail As of the time of Ms [redacted] ’s lease of a new handset for use on the mobile number ending in ***, T-Mobile provided a 14- day return period which allowed Ms [redacted] to use the equipment to see if it meets her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable lease entered into at the time of the original purchase T-Mobile records indicate that on December 18, 2017, a one-time credit of $was issued to Ms [redacted] ’s account, reducing her account balance to $40.00, consisting of remaining monthly access charges, and was due on December 25, On December 20, 2017, T-Mobile contacted Ms [redacted] , and issued a $credit to her account in an effort to amicably resolve the matter, leaving her account active with a zero balanceT-Mobile also informed Ms [redacted] that as she is currently on the lowest rate plan with unlimited data, she may consider removing her optional Premium Device Protection feature to save her an additional $per month, which she declined Although Ms [redacted] is outside of her return period, as a gesture of goodwill, T-Mobile closed the lease associated with the device, making future billing statements going forward only reflect monthly access charges, and optional featuresPursuant to our conversation, Ms [redacted] considers the matter resolved and has no further concernsT-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] ext [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meALTHOUGH I STILL FEEL THAT T-MOBILE'S CONTRACTED PHONE REPAIR PROVIDER NEEDS TO IN SOME WAY HAVE BETTER DOCUMENTATION WHILE THEY ARE REPAIRING AND INSPECTING PHONES TO DISPLACE THE CURRENT SERIAL NUMBERS ETC ON A VIDEO AND SHOW THE INSPECTION IN DETAIL, OR OTHERWISE THE COMPANY CAN DO AS IT PLEASESI THINK INSURANCE SURE BE ON EVERY PACKAGE BEING SENT FOR WARRANTY ..SINCE THE CUSTOMERS DO NOT PRINT OFF THE SHIPPING LABELS.I WILL ACCEPT TO RESOLVE THIS MATTER ONLY BECAUSE IT WOULD SEEM THAT T-MOBILE WILL NOT CLAIM THAT THE CONTRACTED COMPANIES MAY HAVE ISSUES WITH THE WAY THEY HANDLE THE EXCHANGES.P.S.Revdex.com,CAN YOU POSSIBLY LOOK TO SEE IF T-MOBILE HAS HAD SIMILAR CASES IN THE PAST, SO THAT THIS CAN BE DOCUMENTED AND FILED IN THE CORRECT PLACE ?THANK YOU SO MUCH FOR YOUR TIME AND HELP Revdex.com.Sincerely, [redacted]

May 6, 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 April 29, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] experienced regarding her cancelled accountT-Mobile records confirm that on October 1, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an Apple iPhone handset at a retail locationAt the time of Ms [redacted] purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseRegretfully, at that time, T-Mobile had no record of the equipment return and as a result Ms [redacted] continued to receive the EIP chargesT-Mobile regrets any concern this may have causedAdditionally, when Ms [redacted] cancelled the account on October 3, 2015, the remaining open EIP balance of $on the canceled account was accelerated and became due with the final billing statement dated November 2, This information is disclosed within the EIP agreement provided at the time of purchasePlease note that on November 4, 2015, T-Mobile received a partial payment in the amount of $bringing Ms [redacted] account balance to $As no further payments were remitted to T-Mobile, on January 25, 2016, Ms [redacted] account was referred to an outside collection agency in an attempt to collect the balanceAt this time, T-Mobile has received a copy of the return receipt of the above mentioned equipmentAs a result, T-Mobile has issued a credit in the amount of $to Ms [redacted] accountAdditionally, T-Mobile removed Ms [redacted] account from collections and instructed that any negative reporting be removed, which can take up to ninety (90) daysPlease note that Ms [redacted] account remains cancelled with a zero balanceBased 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, INCRuben A [redacted] Executive Response

May 30, 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 17, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made attempts to contact Mr [redacted] , which has proven unsuccessfulTherefore, we will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent visit to our retail location and or call(s) to Customer Care T-Mobile’s records confirm that Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) offering with following equipment on the above mentioned account: • On November 11, 2016, Mr [redacted] submitted payment of $in taxes and agreed to place the full retail price of $on monthly installments of $for a Samsung J7, a Roll On Impact Screen, and a TEvo Case • On November 26, 2016, Mr [redacted] submitted payment of $in taxes and agreed to place the full retail price of $on monthly installments of $for a MyCharge Style Power, a LG Tone Pro, and a Blue Lounge Cabledrop • On December 9, 2016, Mr [redacted] submitted payment of $for taxes and agreed to place the full retail price of $on monthly installments of $for a Samsung Galaxy S T-Mobile regrets any confusion regarding the change that occurred with Mr [redacted] ’s numberOn January 26, 2017, T-Mobile’s records indicate that Change of Responsibility (“COR”) was requested and processed for Mr [redacted] ’s mobile number on the above referenced accountPlease note that a COR is a change in billing responsibility from one person or business to another person or businessIt is important to note that both parties will need to agree to the changeAs Mr [redacted] ’s accepted the terms of the COR, his mobile number referenced in his letter was transferred to the new Billing Responsible Party (“BRP”)Additionally, with Mr [redacted] ’s COR, all of the above mentioned EIPs were transferred to the other account, which was accepted via electronic signatures Mr [redacted] claimed to not have approved the COR of the mobile lines of service and EIP balancesAs T-Mobile wants to ensure that our customers are provided the best experience possible, on May 26, 2017, T-Mobile filed an incident report in regards to the above COR and EIP transfersT-Mobile’s investigation concluded that Mr [redacted] and agreed to the terms of the COR and therefore, it is T-Mobile’s positon that he is no longer the BRP for the above equipment and numbers T-Mobile records show that the Samsung Jwas blocked as lost/stolen after the COR was completedRegretfully, as Mr [redacted] is not listed as an authorized user on the account with the disputed number and equipment, T-Mobile is unable to release information regarding the accountFurthermore, without the approval of a COR for the mobile number in dispute, T-Mobile respectfully declines to transfer the mobile number It is important to note that T-Mobile records confirm that Mr [redacted] does not have any other active accounts in his nameHowever, should Mr [redacted] have any additional question or concerns regarding an additional account listed in his name, he may contact me at the number listed belowT-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 Chris L [redacted] Executive Response

August 29, 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 August 21, 2016, 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 Mr [redacted] as an authorized user of the accountT-Mobile regrets any billing and payment concerns that Mr [redacted] has experienced with his accountOn July 12, 2016, a payment in the amount of $posted to the accountAs the account is billed in arrears, this payment satisfied the balance due on July 12, for services rendered from June 3, to July 2, If Mr [redacted] has concerns of the charges incurred during the billing period, service dates are reflected on page three of his monthly statementsT-Mobile records confirm that on July 16, 2016, the above referenced account was canceled when the mobile numbers were ported to another service providerMr***’s billing cycle ran from the 3rd of one month to the 2nd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through August 2, A final billing statement dated August 3, 2016, in the amount of $was due on August 12, for services from July 3, to August 2, On August 22, 2016, a payment in the amount of $posted to the account, bringing the account to a zero balanceIt is important to note that all collection efforts were internal and by T-Mobile, therefore, there was no impact to ***’s credit reportAs a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $for the full final billThe above referenced account remains closed with a zero balanceBased 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, INCJuan B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:My device has yet to be replaced with a working oneThe credit did address the pending concern that I have been paying for a device that has not been workingHowever, I still need a working phoneThe link below is a video you may review so that you may see first hand what kind of defective phones T-Mobile as a company are offering as adequate replacement devices under warranty guidelines....https://drive.google.com/open?id=0B1DfCn_Yn8N2em9EbXY1YWp5Mmc Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This claim cannot be closed until I receive what was promised via the initial phone call when setting up the new account The fact of the matter is, of the lines on this account switched from [redacted] There is no way around that Other facts are, nowhere in the many (I am assuming recorded) calls and chats did one person mention uploading a billFurther facts, one of the reps via telephone (I am assuming recorded) stated she submitted the rebate for me and I would receive an e-mail with confirmation and further instruction within business days That never happened and is completely unacceptable Sincerely, [redacted] ***

I have received the response from T-Mobile and read itThe reply contains a lot of fluff that is not relevant to the issue and several points that are inaccurateI will quickly address these issues I did submit the documents for reimbursement for early termination fees from my previous carrierI have take a screenshot of the verification email I received from T-Mobile showing they received my submissionI will upload that screenshot to this message if I canIf that is not an option, I will gladly provide it to any interested party T-Mobile mentions they provided me a Signal Booster to be used in my home because I was having issues with coverage at my place of businessNeedless to say, this device did improve my signal at home but did nothing to help my primary issue of coverage at my place of businessThis is a good example of why it was frustrating dealing with themThey never actually fix any issues When I made the payment of $on November 24, 2015, I also returned the signal booster to the T-Mobile store where I received the deviceThe employees did not know how to credit my account for the device return so they said they would go ahead and take the booster back and would get the final credit sorted out later that dayThey assured me everything was paid in fullIt wasn't until I received a letter in the mail from a collection agency that I saw I was still being charged for the signal boosterI went back to the store and eventually they were able to verify the booster was back in T-Mobile's possession and was now located at one of their hubsEverything that occurred after November 24, 2015, was due to bad record keeping on T-Mobile's part and/or their ability to properly use their own computer systems While I am very surprised by T-Mobile's misinformed reply to my complaint, I will consider their ultimate solution as acceptableA zero balance and nothing negative on my credit report will suffice Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

July 26, 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 July 19, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her experience in attempting to obtain reimbursement for switching to T-MobileIn reviewing the original documentation submitted by Ms [redacted] on behalf of the account holder supporting their switching cost from their previous provider, we found that in her documentation it supported on the reimbursement in the amount of $for one line and $for anotherAs such, T-Mobile was unable to substantiate Ms [redacted] claim of a reimbursement in the amount of $However we have contacted Ms [redacted] directly on July 21, 2016, and ask that she resubmit her final bill from her previous provider to our office via facsimile at 505-998-Upon receipt T-Mobile will review the documentation although it is outside the day submission periodFurthermore once T-Mobile has had an opportunity to review Ms [redacted] ’ final bill from her previous provider, T-Mobile will apprise her of our findingsBased 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, INCMartin G [redacted] Executive Response

Revdex.com: Though the issue hasn't been resolved as I'm still awaiting the refund of the $I can always open another case against T-MobileNo body can seem to tell me any information about the "prepaid card" I'm supposed to receive, and when Shannon has called, it has been while I'm at workThough I thank the Revdex.com for taking their time to help me try to resolve this issue, it looks like my next step is legal action against T-Mobile I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meThis company has really shown its true colors at how disrespectful and deceitful their business practices areOthers need to take note about all the negative information they can find regarding T-Mobile, fraudulent charges, missing refunds, missing equipment, etc.Sincerely, [redacted]

January 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 20, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] ***, who is listed as an authorized user on Mr [redacted] ***’s account and she confirmed that their concerns have been resolved to their satisfactionT-Mobile regrets any concerns Mr [redacted] experienced with the iPhone Trade Up promotionBetween September 9, 2016, and September 25, 2016, T-Mobile offered new and existing postpaid customers the opportunity to trade in their fully paid off iPhone for a discount when purchasing a new iPhone In order to be eligible for the offer customers were required to finance their new iPhone purchase through the Equipment Installment Program (“EIP”) and were required to return their fully paid off iPhone device to T-MobileT-Mobile records confirm that on September 20, 2016, Mr [redacted] purchased an iPhone 32GB Rose Gold for mobile number ending in [redacted] and also purchased an iPhone 128GB Jet Black for mobile number ending in ***Mr [redacted] elected to finance the equipment through EIP wherein he paid a down payment of $for the iPhone 128GB device, and agreed to pay for the remaining cost of both devices totaling $1,in monthly installments of $and one final installment of $Further records confirm that Mr [redacted] traded in an iPhone and an iPhone Plus toward the above purchaseCustomers who traded in an iPhone variant were eligible to receive trade in credits and monthly promotional credits totaling $Unfortunately, there is no record that Mr***’s iPhone devices were received by T-MobileAs such, Mr [redacted] does not qualify for the iPhone Trade Up promotionNevertheless, in an effort to amicably resolve this issue, T-Mobile closed the EIP loans for the above iPhone devices and waived the remaining balance of $1,Furthermore, T-Mobile applied a credit of $to Mr***’s account, which reduced his account balance to a credit balance of $Therefore, between the EIP loan balance waiver and the account credit, Mr [redacted] received the full benefit of his iPhone trade in devices totaling $1,Mr [redacted] may verify the EIP loans are closed and may verify his credit balance by visiting www.T-Mobile.comBased 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, INCBrian W [redacted] Executive Response

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced accountMr [redacted] has confirmed that he and Mr [redacted] are the same personPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any concerns that Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on January 22, 2017, with two lines of service, which he portfrom another providerMr [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $monthlyMr***’s line of service ending in was subscribed to our JUMP! handset protection feature at $monthlyAs such, Mr***’s monthly access charges were $ Additionally, on January 22, 2017, Mr [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG VhandsetMr [redacted] remitted a down payment in the amount of $49.99, and agreed to monthly installments in the amount of $for the remaining device balancePlease 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 statementThis information is disclosed within the EIP agreement provided at the time of purchase At the time of Mr***’s activation, T-Mobile offered a promotion, known as our Tax Time Switcher promotionThis promotional offer allowed customers who poa new line of service on a qualified rate plan to receive a marebate in the amount of $per line of serviceThis promotional offer required that qualified customers submit an online request for the refund, via http://www.T-Mobile.com/promotions within days of the date of activationIt is important to note that this promotional offer may not be compatible with other promotional offersRegrettably, our records confirm that a submission for this promotional offer was not received from Mr [redacted] until March 20, As this was outside the provided day timeframe, Mr [redacted] was not eligible for this promotional offer In addition to our Tax Time Switcher promotion, Mr [redacted] indicated that he wished to participate in our early termination fee reimbursement program, known as Carrier FreedomThe Carrier Freedom promotion reimburses consumers’ early termination fees up to $per line and provides account credits of up to $per device tradat the time of their activation – for up to twelve lines of service In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationRegrettably, our records do not indicate that a submission for the Carrier Freedom program was received from Mr*** On February 27, 2017, Mr [redacted] initiated an early payment of $towards the LG VhandsetIt is important to note that as part of the early payment process at that time, the payment is immediately processed to the account, with a charge for the EIP amount to appear on the following billing statementAs Mr [redacted] had a balance owed at the time of his early EIP payment, the payment was applied to the account balance owed, reducing the balance to $Mr [redacted] remitted a payment in the amount of $on February 27, 2017, which left the account active, with a credit balance of $Mr***’s March 23, billing statement was in the amount of $332.00, for monthly access charges, monthly EIP, and the early EIP payment amountDue to the credit balance, Mr***’s account reflected a balance owed in the amount of $ Mr [redacted] cancelled his account on March 28, 2017, when he ported his numbers to another providerAs Mr [redacted] had an open EIP at that time, the remaining balance was assessed to his final billing statementOn April 15, 2017, Mr [redacted] remitted a payment in the amount of $for the balance owed at that timeThe final billing statement, dated April 23, 2017, was in the amount of $470.00, as it included the remaining EIP balance, minus credits issued to prorate the monthly access chargesA payment for this balance was remitted on May 10, Mr***’s account remains closed, with a zero balanceIt is T-Mobile’s position that based on the above, Mr [redacted] has been billed according to his rate plan and EIP In an effort to amicably resolve Mr***’s concerns, T-Mobile offers to allow him to send a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a refund to him for the qualified Carrier Freedom charges as described aboveMr [redacted] may send this documentation via a facsimile to my attention at 505-998-Alternatively, Mr [redacted] may contact me directly at the number below to discuss options to provide the itemized final billing statement via emailT-Mobile requests that Mr [redacted] provide this documentation no later than May 31, 2017, to accept this offer as resolution to his concernsT-Mobile regrets any inconvenience Mr [redacted] may have experienced 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 P [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] I did speak with Pancho at T- Mobile and was advised of the issuance of the debit card, when I receive it, I will consider the complaint satisfiedIt's a shame those vendors cause the company such problemsThe numbers supplied to me by them were of no help whatsoeverI do appreciate Pancho's attention to this matterIf I haven't received the debit card in days, I will notify youThank you for your assistance in this matter [redacted]