T-Mobile USA

September 15, 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 September 10, 2015, 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 is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] experienced in his efforts to contact usAs stated in our response to your file number [redacted] , our records indicate that on August 28, 2015, Mr [redacted] visited www.T-Mobile.com and made a payment of $35.00, which was applied to Ms [redacted] ’s accountOn August 29, 2015, Mr [redacted] again visited www.T-Mobile.com and remitted payment in the amount of $This payment was successful and applied to Ms [redacted] ’s accountIn an effort to amicably resolve this matter, on September 10, 2015, we refunded Mr [redacted] August 28, 2015, payment of $back to his checking account ending in ***Mr [redacted] should have received his refund by September 13, As an additional courtesy, T-Mobile applied a $credit to Ms [redacted] ’s account so that the balance would not be negatively affected by the refundMs [redacted] ’s account has an outstanding balance of $451.24, which includes monthly access charges for services through August 27, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

June 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 May 29, 2017, regarding the above-referenced account T-Mobile regrets the concerns Mr [redacted] experienced when attempting to transfer his lines of service to another userT-Mobile records indicate that as of April 21, Mr [redacted] contacted T-Mobile and agreed to release the lines ending in [redacted] and [redacted] to a new customerUpon requesting a Change of Responsibility (“COR”), Mr [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedA COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountAt the time Mr [redacted] requested the COR he was advised the new customer must contact T-Mobile and qualify to have the lines of service transferred to their name within days Mr [redacted] was contacted on May 31, 2017, and advised that the lines of service were not transferred to a new userMr [redacted] was offered to cancel the lines of service as the user had not accepted responsibility of the lines however, Mr [redacted] declined the offerT-Mobile attempted to contact Mr [redacted] on June 6, 2017, and June 7, 2017, to confirm the action he would like to take with the remaining lines of service, however, our attempt have been unsuccessful It is important to note that as the days has passed should Mr [redacted] wish to continue with the COR or cancel the lines ending in [redacted] and [redacted] he can do so by contacting T-Mobile’s Customer Care at 800-937-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jessica G [redacted] Executive Response

August 8, 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 August 5, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with unlocking her equipmentDevice unlock codes are available to customers who meet our eligibility requirementsIn order to receive a device unlock code, customers must either have active postpaid or prepaid service, or, if service has been cancelled, must request the unlock code within days of cancellationSince Ms [redacted] is not an active or recent customer, she is not eligible to receive an unlock code for her deviceNevertheless, in an effort to amicably resolve this issue, we have provided Ms [redacted] with the unlock code for her Motorola VdevicePursuant to Ms [redacted] ’s request, we emailed the unlock code for her device to her at the email address provided in her correspondence to the Revdex.comT-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, INCBrian W [redacted] Executive Response

November 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 November 2, 2016, regarding the above-referenced account T-Mobile regrets hearing of Mr [redacted] ’s concerns with our payment arrangement options, the recent suspension of his account due to non-payment and service reconnection fees T-Mobile records confirm that Mr [redacted] has two mobile numbers active with mobile numbers ending in ***, [redacted] and one mobile internet line ending in *** Records further confirm that Mr [redacted] ’s account billing cycle runs from the 8th of one month to the 7th of the following month with payment due by the 28th T-Mobile offers payment arrangement options to our customer as a courtesy to allow them additional time to remit payment T-Mobile records indicate that on October 3, 2016, payment arrangements were made with Mr [redacted] with regard to his outstanding balance Mr [redacted] entered into a two installment payment arrangements: Mr [redacted] agreed to pay $on October 17, 2016, and $on October 31, 2016, these payments would satisfy his balance originally due by September 28, Although records confirm that Mr [redacted] successfully remitted payment for the two installments mentioned above, further review confirms that his payment due by October 28, 2016, was not remitted on time, as such on November 1, 2016, T-Mobile suspended the account's ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when Mr [redacted] agreed to a new payment arrangement on November 1, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service It is T-Mobile’s position that the restore from suspension fees were validly assessed Although outside of T-Mobile policy, and as a courtesy to Mr [redacted] , on November 1, 2016, Customer Care waived the $restore from suspension fees for each line of service Mr [redacted] ’s account remains active with a balance in the amount of $ Pursuant to the payment arrangement Mr [redacted] entered on November 1, 2016, he agreed to pay $by November 15, 2016, and $by November 27, 2016, which will satisfied his outstanding balance 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 Maggie R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I have attempted to call the representative backI specifically stated I am only available to speak after 4PM central time on weekdays, however, I was once again called before my availability.I have noticed a new credit appearing on my Tablet line which I really appreciateHowever, that was only half of my concernAs stated before, I DID NOT AGREE to be charged extra for a line that I have been having for yearsAS STATED BEFORE, the sales representative clearly said that my actual plan would NOT change, only that the data would be unlimited for the same price I pay every month.I have given the Sales Reps name which is of no mention to their response.I do not accept this complaint as resolved until I am no longer paying an extra fee for my line ending in 4945.And no, I will not CANCEL any of my lines because this is a family planAgain, THE SALES REP TOLD ME THAT I COULD NOT JUST ADD ONE PHONE LINE TO TO MY PLAN FOR FREE, that I needed to add two to qualify for the promotion, and because I did not have another line to add aside from my fourth phone line, he offered me the tablet to take advantage of a promotion that was obviously falseAgain, I have been a customer since over a decade, and I expect this matter to be resolved as stated aboveIf not, I will be forced to switch companies Sincerely, [redacted]

June 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 May 28, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced in regards the mobile number to which the JUMP! On Demand (“JOD”) for the Samsung Galaxy SEdge handset is assigned toT-Mobile records indicate that on February 15, 2016, Ms [redacted] qualified for our JOD offering with the lease of a Samsung Galaxy SEdge deviceRegretfully, due to an administrative error, the JOD was placed on mobile number ending in Upon speaking with Ms [redacted] on May 31, 2017, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile offered to waive any remaining obligation Ms [redacted] has for the Samsung Galaxy SEdge handsetPlease note that Ms [redacted] has agreed to our offerMs [redacted] remains free to upgrade to the handset of her choiceT-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

September 14, 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 6, 2015, regarding the above-referenced account T-Mobile regrets Mr***’ experience regarding the return of a Samsung Galaxy Note handset T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction T-Mobile records confirm that Mr [redacted] purchased a Samsung Galaxy Note handset, on August 21, 2015, with an Equipment Installment Plan (EIP) Mr [redacted] was asked to make a down payment in the amount of $54.00, assessed taxes totaling $and agreed to a series of monthly installments in the amount of $ T-Mobile provided a day return period which allowed Mr [redacted] to use the equipment to see if it meets his needs If 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 purchase In an effort to resolve this matter amicably, T-Mobile has agreed to accept the Samsung Galaxy Note handset outside of the return period In exchange, T-Mobile agrees to credit the account $for the down payment, $for the taxes and any equipment installments charged for the Samsung Galaxy Note handset In addition, the remaining EIP installments will be canceled On September 12, 2015, Mr [redacted] completed an order for an Apple iPhone 6S handset on an EIP The handset is currently on a backordered status and the down payment of $and taxes of $will be offset by the account credits applied for the Samsung Galaxy Note handset, once the handset is shipped Mr [redacted] may return the Samsung Galaxy Note handset directly to my attention at: Executive Response Attention: Pancho Q [redacted] P.OBox [redacted] Albuquerque, NM T-Mobile recommends that Mr [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us We ask that Mr [redacted] please include the handset, battery, charger, stylus and his account information within the box to ensure that he receives the proper credit upon receipt of the handset Please be advised if the full kit is not returned, restocking fees of $for the charger and stylus will be deducted from the credit offered above Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Mr [redacted] and the EIP balance will then be considered valid and owed T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Pancho Q [redacted] Executive Response

November 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 November 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his handsetT-Mobile records reflect that Mr [redacted] purchased an iPhone Plus GB Silver on October 24, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Mr***’s account this warranty has been extended as he subscribes to the optional Premium Handset Protection (“PHP”) featureDuring 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 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 damageOur records confirm that the iPhone Plus GB is currently backordered by daysPlease be advised as T-Mobile being the service provider, we have no control over the stock by the manufacturerNevertheless, as we want to ensure that our customers are provided the best experience possible T-Mobile has been in contact with Mr [redacted] via emailOn November 23, 2016, T-Mobile has reached out to Mr***, and has offered to replace his current iPhone Plus 64GB with a brand new iPhone 128GB at no cost as gesture of goodwillMr [redacted] is welcome to contact me at the number below to accept this offer within 14-days from the date of this correspondenceBased 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, INCChris L [redacted] Executive Response

August 12, 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 4, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with regards to his monthly billing statementAdditionally, we are sorry if when calling Customer Care Mr [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers with each and every contactOur records indicate that on June 24, 2016, Mr [redacted] activated four phone lines of service and a Mobile Internet line for $per month plus taxesPlease note that at the time of activation, Mr [redacted] also took advantage of our equipment installment plan (“EIP”) option for two Samsung SEdge handsets, a T-Mobile Obsidian, an LG G-Pad and accessoriesAs such, Mr [redacted] ’s estimated monthly EIP was $78.86, and his monthly recurring charges were estimated to be $plus taxes and applicable feesOn August 10, 2016, in order to amicably resolve this matter, T-Mobile agreed to do the following: • close out the remaining EIP amount of $for Mr [redacted] ’s Samsung Galaxy SEIP on the phone line ending in ***; • cancel the phone line ending in [redacted] and close out the EIP in the amount of $for the LG G-Pad; • change the monthly rate plan to $per month; and • reduce the current bill with the due date of August 17, 2016, to $by applying a credit in the amount of $Mr [redacted] was satisfied with the above offers as a resolution to his concernsPlease be advised that Mr [redacted] ’s newly revised monthly recurring charges are estimated to be $plus taxes and applicable fees and will start on August 25, 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

September 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 August 29, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with her recent activation and we are pleased to report that we have resolved Ms***’ concerns to her satisfactionT-Mobile records indicate that Ms [redacted] activated the account on August 25, 2016, with the mobile numbers ending in ***, ***, [redacted] and ***Ms [redacted] subscribed to our now grandfathered Simple Choice Family Unlimited Talk Text plus 6GB of Data promotional rate plan for $per month for the first four lines of serviceAdditionally, each of Ms***’ mobile numbers subscribed to JUMP! with Premium Handset Protection for $per line each monthT-Mobile records indicate that upon activation, Ms [redacted] paid a total of $for four SIM cards plus applicable taxes and she qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Samsung Galaxy OnhandsetsEIP 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 installmentsAt the time of Ms***’ purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $With the monthly access charges, optional feature charges and equipment installments, Ms***’ monthly billing statement totaled $prior to equipment installments, fees and taxesMs***’ account was billed with our ‘bill current’ billing system, which means that she was billed for services in advanceMs***’ billing period started on the 27th of each month and ran through the 26th of the following month; payment was due on the 19th of each monthOn August 27, 2016, Ms [redacted] was sent a billing statement in the amount of $which consisted of new charges for services from August 27, 2016, through September 26, 2016, fees and applicable taxesThis payment was due on September 19, On August 29, 2016, pursuant to Ms***’ request, the account was canceledUnfortunately due to an inadvertent error, the retail store was not able to issue a refund for the $that Ms [redacted] had previously paidPlease be advised that Ms***’ EIP order was canceled and she currently does not have an open EIPIn addition her account has been credited $and as such, Ms***’ account remains closed with a zero balanceUpon speaking with Ms [redacted] T-Mobile advised of the above and offered to issue refund in the amount of $via direct deposit for the SIM cardsMs [redacted] accepted this as a resolution and was advised the refund will post to her checking account within one to three business daysMs [redacted] had no addition concernsT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:It is not good business practice to start charging two years into my planIf this were the policy it should have started in the very beginning, and not "recently".If these fees are not returned to me and the going forward there be no charges, I will change service providers, and will ask forward this reply to and ask Attorney General Of [redacted] what his opinion is on this "unlimited" scheme Sincerely, [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 meSincerely, [redacted] ***s

November 7, 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 28, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Ms***’s concerns to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with her recent handset purchasePlease be advised that in Ms***’s correspondence to your office her concerns are regarding the solicitation of T-Mobile service through Venicom Inca third–party dealer of T-Mobile products and servicesAs Venicom, Incis a third party authorized dealer for our products and services, their employees do not work directly for T-MobilePlease be advised that even though Venicom Incemployees are not T-Mobile employees they are held to the same standardPlease 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 a Venicom Incemployee failed in any way to display that during Ms***’s recent contact with VenicomT-Mobile records show that the mobile numbers ending in [redacted] and [redacted] were activated on June 30, 2016, by Venicom, IncThereafter Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone SE 16GB handset and an iPhone 6S 16GB handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installmentsAt the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $Ms [redacted] subscribed to our Simple Choice Unlimited North America Unlimited Talk Text plus 2GB of Data rate plan for $per month for the first two lines of serviceIn addition each mobile number subscribed to the following optional services: JUMP! with Premium Handset Protection (“PHP”) for $per month and our Simple Choice 6GB Data and Hotspot for $per monthWith the monthly access charges, optional feature charges and EIP, Ms***’s monthly billing statement totaled $prior to additional usage charges, fees, taxes and surchargesMs***’s account was billed for services in advanceMs***’s billing period started on the 15th of each month and ran through the 14th of the following month; payment was due on the 7th of each monthIn Ms***’s letter to your office, she indicates that she was not able to use service with her handset in or around her homeWe regret any coverage concerns Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors that may interfere with actual service, quality, and availabilityPlease note that Ms [redacted] may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Ms***’s area, T-Mobile shows that she should expect moderate coverageOn July 6, 2016, Ms [redacted] contacted T-Mobile regarding her coverage concerns and was sent a T-Mobile CellSpot Router at no chargeThe Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their capable deviceIt is like having a tower in one's house and is now available at no additional costOnly one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their homeThe CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over as compared to other network traffic which ensures consistent and clear quality phone callsThis router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return feeOn July 15, 2016, Ms [redacted] was sent a prorated billing statement in the amount $for services from June 30, 2016, through August 14, 2016, monthly EIP, fees, taxes and surchargesThis payment was due on August 7, Please note that on July 20, 2016, the mobile number ending in [redacted] was changed to the mobile number ending in On August 15, Me [redacted] was sent a billing statement in the amount $which consisted of new charges in the amount of $for services from August 15, 2016, through September 14, 2016, monthly EIP, fees, taxes, surcharges and her previous balance in the amount of $This payment was due on September 7, On August 17, 2016, T-Mobile issued credits in the amount $leaving a reaming balance in the amount of $Please be advised that all customers have the option and ability to register their account and mobile numbers on myt-mobile.com, where they may view all account information activity and have full access to the account management optionsOn August 17, 2016, Ms [redacted] spoke T-Mobile and advised that she was not able to log in and view her billing statementsAs such, copies of the previous billing statements were mailed to Ms***On August 26, 2016, Ms***’s account was fully suspended as a result of non-paymentPlease be advised that T-Mobile stops charging monthly access charges when an account becomes fully suspended for non-paymentThereafter Ms [redacted] contacted T-Mobile to restore her service and as such T-Mobile restored Ms***’s serviceAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Ms***’s account was reactivated, the account was assessed a $restore from suspension fee per line of serviceMs [redacted] stated that she wished to leave T-Mobile and return her handsetsPlease be advised that as of the time of Ms***’s purchase, T -Mobile provided a twenty 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 EIPAs Ms [redacted] was beyond the return she was unable to return the purchased devicesT-Mobile then issued a one-time credit in the amounts of $leaving a remaining balance in the amount of $On August 30, 2016, a payment in the amount of $was remitted to Ms [redacted] account leaving a remaining balance of $On September 15, 2016, Me [redacted] was sent a billing statement in the amount $which consisted of new charges in the amount of $for services from September 15, 2016, through October 14, 2016, monthly EIP, restore from suspend fees, taxes, surcharges and the previous balance in the amount of $This payment was due on October 7, Thereafter, Ms***’s account was fully suspended as a result of non-paymentMs [redacted] contacted T-Mobile to restore her service and remitted a payment in the amount of $this payment updated the balance to $When Ms***’s account was reactivated, the account was assessed a $restore from suspension fee per line of serviceOn October 14, 2016, Ms***’s T-Mobile account was cancelled when she ported her mobile numbers to another service providerIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled, the remaining EIP balance of $for the iPhone SE 16GB handset and $for the a iPhone 6S 16GB handset were each accelerated and will posted to the final billing statement dated November 15, Ms [redacted] was sent the October 2016, billing statement in the amount $which consisted of new charges in the amount of $for EIP, restore from suspend fees, taxes, and surcharges and the previous balance in the amount of $This payment was due on September 7, On October 24, 2016, T-Mobile received CellSpot Router and it was removed form Ms [redacted] accountOn November 4, 2016, T-Mobile spoke to Ms [redacted] and advised of the aboveMs [redacted] confirmed that she did not have the above mentioned equipment to return for a possible refundIn an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile issued a one-time credit in the amount of $bringing Ms***’s account to a zero balanceIn addition Ms [redacted] was advised of the remaining EIP balance in the amount of $which will reflect on her following billings statement dated November 15, T-Mobile agreed to issue a credit in the amount of $430.33, once Ms [redacted] made a payment in the amount of $Ms [redacted] accepted this as a resolution and had no additional concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

Hello my name is [redacted] I filed a complaint against T-mobile on 4-4-they did resolve the issue on 4-5- My complaint ID [redacted] Thank you!

August 26, 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 20, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding the non-return fee assessed to her account on July 23, T-Mobile records reflect that Ms [redacted] purchased an Apple iPhone 16GB handset on May 28, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on June 1, It is important to note that as of the date of this letter, T-Mobile records confirm that this handset has not been received by our warehouseNevertheless, on August 23, 2016, T-Mobile agreed to waive this non-return fee of $T-Mobile has issued the credit which lowered Ms [redacted] ’s balance to $T-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, INCJames G [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 4, 2017, regarding the above-referenced account Please be advised that T-Mobile attempted to contact Ms***, without success At this time, T-Mobile will respond to both you and Ms [redacted] with this letter and we hope to resolve this matter for her T-Mobile regrets that Ms [redacted] has concerns with the Equipment Installment Plan (“EIP”) balances that were transferred to her account, and we appreciate the opportunity to resolve this matter with her On August 9, 2016, Ms [redacted] completed a Change of Responsibility (“COR”) with the mobile number ending in 4181, and at that time she took ownership of that line of service from the previous billing responsible party On August 9, 2016, the previous billing responsible party purchased equipment on our EIP on the original account The previous billing responsible party visited a T-Mobile retail location on July 15, 2017, and stated that the EIPs on his account for an Apple iPhone 6S handset and a Samsung Galaxy Shandset were not his and were Ms***’ and that the EIPs were supposed to be on her accountPlease be advised that the EIPs were then transferred to Ms***’ account at that time On October 3, 2017, T-Mobile issued credits totaling $to Ms***’ account for the disputed EIP charges for the two handsets In addition, on October 5, 2017, T-Mobile closed the two disputed EIPs from Ms***’ account Ms [redacted] will not be charged for the two disputed handsets again Ms***’ revised balance is $and is past due Ms [redacted] may contact T-Mobile at 800-937-to discuss payment options that may be available T-Mobile appreciates Ms***’ business and we regret any inconvenience that she 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 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 Tell us why here

June 15, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] [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 June 8, 2015, regardingthe above-referenced account T-Mobilehas attempted to reach Ms [redacted] but unfortunately we have been unsuccessfulin our attempts Therefore, we willattempt to address Ms [redacted] concerns via this response Please be advised that T-Mobile recordsindicate the account holder of record is [redacted] , and that he hasdesignated [redacted] as an authorized user of the accountT-Mobileonly offers to new customers or current customer wishing to change their rateplan, the Simple Choice Valueplan These competitively priced plansoffer unlimited nationwide minutes, domestic messaging and on network datausage, with the first one (1) gigabyte at up to 4G speeds Data features providing increasing allotmentsof high speed data may be added for an additional cost There is no activation fee or annual servicecontract required for these rate plansHowever, it is important to note that T-Mobile no longer offers subsidizedor discounted handsets Customers maybring their own compatible device to T-Mobile or purchase handsets at fullretail price Qualified customers mayuse the Equipment Installment Plan (EIP) whereby a down payment may be requiredat the time of purchase and the remaining cost is paid over a period of 24months through a series of installments added to the monthly billingstatement T-Mobilerecords indicate on June 5, 2015, Ms [redacted] activated her account on ourpromotional Unlimited Simple Choice Valuerate plan This rate plan providesunlimited nationwide minutes, domestic messaging, and on network data usage at 4GspeedsThis reate plan is charged at a rate of $per month before taxesand fees for the first two lines of service This rateplan is not eligible for any other monthly discounts as the rate plan itself isalready steeply discounted It isimportant to note that this rate plan is normally $per month for twolines T-Mobilerecords also indicate that on June 5, 2015, Ms [redacted] activated two mobileinternet lines on her account Ms[redacted] selected our Match Your Datamobile internet data plan for these two lines This rate plan matches the data that Ms[redacted] receives on her mobile phone numbers up to 5GB at 4G data speeds This rate plan is charged at a rate of $10.00per month, per line, before taxes and fees It isimportant to note that the base price for Ms [redacted] plan is $permonth before taxes and fees for the services described above that she iscurrently subscribed toT-Mobile records indicate that onJune 5, 2015, Ms [redacted] qualified for and took advantage of our EIP offeringwith the purchase of two Apple iPhone 32GB handsets, and two Apple iPad Minitablets EIP is a payment option thatallows eligible customers to purchase handsets by making a down payment at thetime of purchase and agreeing to pay the remaining balance in 24installments Accordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a seriesof monthly installments in the amount of $As part of our Best iPad promotion,Ms [redacted] qualifies for a $bill credit every month for months for eachApple iPad Mini that she purchased However, if she cancels or downgrades the dataplan below 1GB, they are disqualified from the offer and will be responsiblefor the remaining $monthly EIP cost Please note that this promotion provides amonthly discount to Ms [redacted] in the amount of $ It is important to note that theamount of Ms [redacted] monthly rate plan combined with the monthly EIP paymentsbrings her total monthly bill before tax to $ As stated above, Ms [redacted] receives a monthlycredit of $bringing the revised monthly bill before taxes and fees to$ Ms[redacted] may contact me at the number listed below if she would like to discussother plans that would be eligible for a monthly military discount We regret any inconvenience to Ms., [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

August 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 5, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Ms***’ satisfaction T-Mobile regrets that Ms [redacted] had any concerns with the non-return fee On April 2, 2015, replacement equipment was ordered for Ms***’ non-working Apple iPhone 5S handset, and it was shipped to her on April 9, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee Our records indicate that we did not receive the non-working equipment As such; Ms [redacted] was charged $for the non-return fee and applicable taxes It is important to note that the possibility of a non-return fee was disclosed to MrSean ***, the listed authorizer user on Ms***’ account, at the time the exchange was processed On July 20, 2015, we received the non-working equipment Although this was not within the allotted seven days, as a courtesy, on August 7, 2015, T-Mobile applied a credit of $for the non-return fee and the applicable taxes T-Mobile records confirm that Ms [redacted] requested to cancel the account on July 11, and the account was cancelled at her request on that date If a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement This information is disclosed within the EIP agreement provided at the time of purchase T-Mobile records indicate that Ms [redacted] agreed to an EIP for the mobile number ending in on October 1, and again on January 21, 2015, with the purchase of an Apple iPhone 5C handset and an Apple iPhone 5S handset When the account was canceled on July 11, 2015, the remaining EIP balance of $for the Apple iPhone 5C handset and $for the Apple iPhone 5S handset was accelerated and posted to the final billing statement dated July 28, At this time, Ms***’ final balance totals $682.99, which is comprised of monthly access charges, the EIP balances, and taxes and surcharges for services rendered and used from May 29, through July 11, As a courtesy, T-Mobile placed a 60-day collection hold on the account through October 5, T-Mobile advised Ms [redacted] that she may contact me when one half of the balance is paid by October 5, and if she needs additional time to pay, we will approve a final 60-day collection hold In the alternative, T-Mobile advised Ms [redacted] that she may return the Apple iPhone 5C handset and the Apple iPhone 5S handset to my attention to have the balance in full in the amount of $credited The handsets can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: Ally Y [redacted] Albuquerque, NM T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us We ask that Ms [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsets Please be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms [redacted] and the EIP balance will then be considered valid and owed It is important to note, Ms [redacted] must have the equipment post marked for return no later than August 14, Should Ms [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid 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 attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

November 4, 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 27, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets that Ms [redacted] has experienced concerns with her final billing statement dated July 10, T-Mobile records confirm that Ms [redacted] canceled her account on June 16, when she ported her mobile number to another service providerMs [redacted] ’s account balance totals $which is for the prorated final monthly recurring service charges from service that ran from June 10, through June 16, 2016, and the JUMP! On Demand lease acceleration, and collection feeAs the account balance of $was left unpaid, Ms [redacted] ’s account was referred to an outside collection agency, Convergent Outsourcing Inc., on October 8, 2016, and Ms [redacted] ’s account was assessed a collection fee of $However, upon review of the account and Ms [redacted] ’s, correspondence, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased 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, INCLupe C [redacted] Executive Response

As of this time, I have not recieved a refund of any sortI dont want this case closed until I receivethe refund Complaint: [redacted] I am rejecting this response because: As of this time, I have not recieved a refund of any sortI dont want this case closed until I receivethe refundComplaint: [redacted] Sincerely, [redacted]