T-Mobile USA

July 15, 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 July 7, 2015, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr [redacted] concernT-Mobile records confirm that on June 5, 2014, the above-referenced account was activated with two mobile internet lines and two Apple iPad Air 16GB tablets on T-Mobile’s Equipment Installment Plan (“EIP”)EIP 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 installmentsT-Mobile records confirm that the account was canceled on August 18, 2014, due to lack of payment and was referred to collections on September 28, T-Mobile records confirm that Mr [redacted] contacted T-Mobile’s Risk Assessment Team and was referred to the collection company for a Collection Dispute FormPlease note that T-Mobile does not have a record of receiving a copy of the dispute form and on July 9, opened an investigation on Mr [redacted] behalfT-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiatedTherefore, Mr [redacted] has been absolved of all financial responsibility for this accountIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMr [redacted] should allow approximately days for this information to be reflected on his credit reportT-Mobile encourages Mr [redacted] to contact the three major credit bureaus to make them aware that he has been a victim of identity theftThey will instruct Mr [redacted] further on how to protect himself against future fraudulent activityHere is the contact information for the three major credit bureaus: • [redacted] PO Box [redacted] Allen, TX 75013-[redacted] PO Box [redacted] Atlanta, GA [redacted] PO Box [redacted] Fullerton, CA [redacted] Fax [redacted] Please note that T-Mobile has also emailed Mr [redacted] a letter confirming that the account was substantiated as fraud and has been removed from collections for him to provide to the credit bureausT-Mobile regrets any inconvenienceBased 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, INCOscar T [redacted] Executive Response

June 23, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 17, 2015, regarding the above-referenced account We are pleased to advise that we have successfully contacted Ms [redacted] and have resolved the matter to her satisfactionPlease be advised that as part of T-Mobile's Un-carrier strategy when establishing new services with T-Mobile, customers are not charged an activation fee However, since not all channels or locations can execute fully on the Un-carrier strategy, there are rare instances where customers will be subject to a $activation fee Our records confirm that on June 12, 2015, Ms [redacted] contacted T-Mobile Telesales Department, at which time she purchased a Samsung Galaxy Sdevice and prepaid activation kitAt the time of her purchase, Ms [redacted] was not assessed an activation fee; however, our records confirm she selected to pay the addition cost of $to ensure next business day delivery for her new equipment Based on the timeframe that Ms [redacted] ’s order was completed in, unfortunately the United Parcel Service (UPS) was unable to ship the device the same day that the order was placed As a result, the equipment was not shipped until the next available business day, Monday, June 15, Our records further confirm that on June 16, 2015, Ms [redacted] ’s order was successfully delivered by UPS to her residenceIn an effort to amicably resolve the matter, on June 19, 2015, T-Mobile activated Ms [redacted] ’s Pay-As-Yprepaid account Additionally, a courtesy credit in the amount of $was applied to her account.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Telesales Department T-Mobile regrets any inconvenience to Ms [redacted] .Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at the address below or [redacted] Very truly yours,T-MOBILE USA, INC.Emilio S [redacted] Executive Response

May 24, 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 May 17, 2016, regarding the above-referenced accountT-Mobile regrets the concerns Mr [redacted] has encountered with his billingOn October 10, 2015, our records indicate that Mr [redacted] activated two lines of service, qualified for and took advantage of our JUMP! On Demand lease offering with two Apple iPhone 6s handsetsMr [redacted] agreed to a series of monthly payments in the amount of $a month for each handset and the purchase option price of $for each handset if they are not returned to T-Mobile after the month lease agreementMr [redacted] opted for our $North America unlimited talk and text plan with GB of data and $a month for Assurant Premium Handset ProtectionMr***’s expected monthly charges including JUMP! On Demand payments each month is $plus applicable taxesOur records show that from October 7, 2015, to December 30, 2015, customers who signed up for JUMP! On Demand with an iPhone 6s and traded in a qualifying device, were eligible to receive a monthly credit which reduced their monthly lease payment to no more than $to $after upgrading to an iPhone 6sOur records indicate that Mr [redacted] traded in an Apple iPhone and an Apple iPhone 5c at the time of activation and was eligible for the above offerAdditionally, T-Mobile was able to confirm that Mr [redacted] has received monthly credits on his T-Mobile account for the above promotion with the exception of $Due to an inadvertent error the monthly credits stopped being applied automatically as of March 1, T-Mobile has confirmed that Mr [redacted] will receive the promotional credits going forwardT-Mobile regrets any inconvenience this has causedOn May 19, 2016, in order to amicably resolve this matter, T-Mobile spoke with Mr [redacted] and offered a bill credit in the amount of $and a rate plan change to our Simple Choice North America plan which offered unlimited talk, text and six gigabytes of data per lineMr [redacted] agreed to this offer and was satisfied with the resolutionMr***’s newly revised balance with the due date of June 3, 2016, is $and includes monthly access charges, features taxes and fees and both Apple iPhone 6s lease agreementsPlease note that Mr***’s monthly recurring charges moving forward with both Apple iPhone 6s lease agreements is expected to be $plus taxes and applicable feesBased 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 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] ** Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 24, 2017, regarding the above-referenced account Please be advised that [redacted] and [redacted] **is the same personT-Mobile is pleased to report that we spoke to Mr [redacted] and he confirms that his concerns have been resolved to his satisfaction T-Mobile regrets any concerns Mr [redacted] has in regards to his service and the cost of new handsets T-Mobile records confirm that Mr [redacted] was using an unlocked Samsung Galaxy Shandset and an Apple iPhone handset from [redacted] It should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers Historically, the basic functions of unlocked handsets work on our network; however, certain advanced features may work sporadically or not at all We regret any inconvenience Mr [redacted] has experienced Upon further review of Mr***’s coverage area, T-Mobile has confirmed that the area was recently upgraded from UTMS 1900MHz to LTE 1900MHz Please be advised that this change was in an effort to enhance the overall functionality of our network and was geared to provide customers with a superior network experience As noted above, there are several factors that can affect coverage and T-Mobile has determined that the handsets that Mr [redacted] was using prior to our network modernization is not compatible with LTE 1900MHz service Please be advised that since 2013, T-Mobile no longer offers subsidized or discounted handsets Customers may purchase handsets at full retail price Qualified customers may use the Equipment Installment Plan (EIP) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of months through a series of installments added to the monthly billing statement It is important to note that T-Mobile does not price match handsets as well as we do not reimburse for accessories that were purchased from a prior company T-Mobile records confirm that Mr [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings: On August 19, 2017, Mr [redacted] purchased a Samsung Galaxy S32GB handset for $ Mr [redacted] was not required to remit a down payment and agreed to 24-monthly installments in the amount of $20.00.On August 23, 2017, Mr [redacted] purchased an Apple iPhone SE 32GB for $ Mr [redacted] was required to remit a down payment of $and agreed to 24-monthly installments in the amount of $ T-Mobile records confirm that Mr [redacted] has qualified for and took advantage of T-Mobile’s QUNetwork Upgrade Offer which from August 12, through December 31, 2017, customers in the Dallas, TX and Jacksonville, FL markets can get a onetime bill credit up to $ within six to eight weeks of a qualifying purchasePlease note there are specific requirements for this offer such as customers have and be using an eligible U1900-only handset and purchase an eligible device on EIP, through JUMP! Upgrade, or at full retail price In effort to amicably resolve this matter for Mr [redacted] T-Mobile applied a onetime bill credit in the amount of $leaving a credit balance of $towards Mr***’s account as compensation for the cases he had to purchase for his new handsets Mr [redacted] accepted this as resolution to his concernsT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response

June 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 7, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced regarding his recent handset replacement orderT-Mobile records indicate that on June 29, 2015, Mr [redacted] purchased a Samsung Galaxy S handsetPlease note that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his 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, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damagePlease be advised that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processedThis fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement deviceWhen Mr [redacted] requested the Limited Warranty exchange the $Service Warranty Processing Fee was disclosed before the transaction was completed and the new device was sent out to Mr***It is important to that if the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedPlease be advised that T-Mobile is unable to return the handset that sustained physical damage to Mr [redacted] as the device was mailed to the equipment manufacturer for repair and or replacementHowever, in an effort to amicably resolve this matter on June 10, 2016, T-Mobile applied a credit to the account in the amount of $for the out-of-warranty fee and all applicable taxesPlease note that Mr***’s account currently remains open and reflects a remaining balance due in the amount of $This amount consists of monthly access charges and all applicable taxes and fees for the billing period dates of May 25, to June 24, We regret any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTiffany C [redacted] Executive Response

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 20, 2018, regarding the above-referenced account Please be advised that we have made attempts to contact [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address [redacted] ’s concerns within this letter T-Mobile regrets any collection concerns [redacted] has experienced T-Mobile records indicate that [redacted] cancelled her account on December 2, 2017, when she performed a Change of Responsibility A Change of Responsibility 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 business It 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 accountThe final billing statement issued on December 24, 2017, reflected a balance of $due by January 2, 2018, and consisted of monthly access charges from October 24, 2017, through December 2, 2017, and applicable taxAs payment was not received timely, on January 12, 2018, [redacted] ’s account was transferred to Receivables Performance Management, a third-party collection agency At that time a collection fee in the amount of $was assessed to the account In an effort to amicably resolve this matter, on January 23, 2018, T-Mobile issued a credit in the amount of $to [redacted] ’s account for monthly access charges from October 24, 2017, through December 2, 2017, collection fee and applicable taxT-Mobile has removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt Please note that it may take up to days for [redacted] ’s credit report to reflect the change Please be advised that on January 27, 2018, a payment in the amount of $was remitted to the account As a result on January 30, 2018, T-Mobile transferred the credit balance of $to [redacted] ’s husbands account number [redacted] Mr [redacted] ’s account currently remains closed with a zero balance T-Mobile regrets any inconvenience to [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.William B***Executive Response

May 24, 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 11, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’ concerns within this letter T-Mobile regrets any concerns Mr [redacted] has experienced regarding his billing experiencesT-Mobile records confirm that since February 3, 2017, Mr [redacted] ’ account is subscribed to T-Mobile ONE All In which is $per month for the first two lines of serviceAny additional lines of service are an additional $per month per line of serviceWhile subscribed to this rate plan, taxes and regulatory fees are included with the monthly recurring chargeIt is important to note that any charges that are not part of the monthly recurring charges are subject to taxes, such as restore from suspension fees, international calls, and third party downloads to name a few as these are not covered by the rate plan In addition, while subscribed to this rate plan, Mr [redacted] has the option to enroll in AutoPay to be eligible for a $discount per line of servicePlease note that Mr [redacted] ’ account was enrolled in AutoPay on February 28, 2017; however, she removed the features on March 21, As AutoPay was removed Mr [redacted] ’, account is no longer eligible for the $per line discount On March 1, 2017, and only for a limited time, customers on an eligible rate plan who have a minimum of two voice lines can activate one additional line of service for free through monthly bill credits while maintaining account eligibility for the This One’s On Us promotionOn March 3, 2017, T-Mobile records indicate that Mr [redacted] activated a new line of service under the promotionUpon further review, the bill dated April 11, 2017, reflected the promotional credit on the mobile number ending in ***, however the bill dated on May 11, 2017, did not reflect the credit as the account was suspended for non-payment on April 30, T-Mobile records confirm that to be eligible for the monthly bill credit the account must remain in a good standing status, otherwise the promotional credit will not apply until the account becomes currentAs a result of Mr [redacted] ’ account being suspended for non-payment, the three lines of service currently on his account were subject to a $restore from suspend fee plus tax per line of serviceAs the account was suspended for non-payment, this also deemed the account ineligible for the monthly credit of $for the third line of service ending in ***It is T-Mobile’s position that Mr [redacted] has been billed in accordance with his selected rate plan and featuresThe account currently reflects a balance of $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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Adrianne F [redacted] Executive Response

December 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 4, 2015, regarding the above-referenced accountT-Mobile regrets any concerns that Ms [redacted] experienced regarding the loss of her data and her handsetAs Ms [redacted] mentions in her correspondence, on December 29, 2014, she took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handsetPlease note that when customers contact our Customer Care department to report issues with their handset or service, they are walked through troubleshooting steps in an effort to evaluate and resolve service or handset related issuesWhen all other troubleshooting steps are exhausted, a final step in this process is to reset the handset back to the factory settings, which results in all data being removed from the handsetWhile we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshootingCustomers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in storePlease note there are several avenues available via third party applications to store information digitallyT-Mobile respectfully declines Ms [redacted] ’s request for a free $valued handset and months of service at no costHowever, In an effort to amicably resolve Ms [redacted] ’s request, T-Mobile would like to reoffer the Samsung Galaxy Grand Prime handset as a replacement for her current handsetAdditionally, T-Mobile has offered a credit of $61.43, which is equivalent to one month of servicePlease note that Ms [redacted] can reach out to me at [email protected] Attn: Ruben or at the number provided below to take advantage of our offerMs [redacted] has until January 15, 2016, to reach out to me before the offer expiresPlease be advised that Ms [redacted] ’s account remains active with a balance of $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

June 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 May 27, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms***’s concerns to his satisfaction T-Mobile understands the importance of ensuring our customers are provided with accurate information on each interaction and we regret any confusion Ms [redacted] may have experienced regarding the SmartPhone Equality offer T-Mobile has recently implemented an initiative we call Bill Simplicity which includes a variety of improvements to simplify the balances reflected on our customer’s monthly billing statementsThis includes the update to our Equipment Installment Plan (“EIP") offer that eliminated down paymentsThis was done in order to provide an easy to read monthly installment, for example $as opposed to $27.09; adding a small down payment at the time of financing allows us to provide such monthly installments In order to reach an amicable resolution with Ms***, T-Mobile has agreed to make a one-time exception and provide Ms [redacted] with an EIP financing option that does not include a down paymentMs [redacted] understands that all future EIP purchases will include a down payment of some amount as is the case for all well-qualified T-Mobile customersT-Mobile asks that Ms [redacted] contact me either at the email [redacted] @T-Mobile.com or the number below once the account has been brought current to discuss upgrade optionsMs [redacted] has been informed she will be unable to finance a device at a retail location with no down payment as our Point of Sale systems do not allow associates to modify pricing Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

Date Sent: 10/14/5:39:PMOctober 14, 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 September 30, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] has experienced with respect to the outstanding T-Mobile balance on the above-referenced accountPlease note that T-Mobile previously addressed Mr [redacted] concerns in our response to file number [redacted] As stated in our correspondence to your office under file number [redacted] , on March 13, 2016, due to continued non-payment Mr***’s account was transferred to AmSher, a third-party collection agency for collection of the outstanding balancePursuant to our Terms and Conditions, when an account is transferred to a third-party collection agency, a collection fee based on the outstanding balance transferred may be assessedThe fee on this account was $As such, Mr***’s account remained closed with an outstanding balance of $1,which consisted of monthly access charges, Equipment Installment Plan ("EIP") charges, applicable taxes, and fees from the billing statements dated November 10, 2015, through February 10, In an effort to amicably resolve Mr***’s concerns and upon speaking to Mr [redacted] on June 24, 2016, T-Mobile agreed to allow Mr [redacted] to pay $1,toward his account and in return, T-Mobile offered to credit the remaining account balance to zeroIn addition, upon completion of our offer, T-Mobile would remove the account from third-party collections and instruct the collection agency to delete any negative information reported to the credit bureausOur records indicate that on June 28, 2016, the account was assigned to Enhanced Resource Centers, an additional third party collection agency, for the collection of the outstanding balanceFollowing, on September 6, 2016, Mr [redacted] remitted payment of $1,directly with the third party collection agency, Enhanced Resource Centers and not with T-MobileAs T-Mobile was not aware of the payment remitted the above mentioned offer was not completedAs of September 6, 2016, the account reflected a remaining balance of $which included the collection fee of $To resolve this matter, on October 3, 2016, T-Mobile brought the account to a zero balance and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr***’s credit report to be updatedT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAika A [redacted] Executive Response

January 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 January 4, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has experienced in regards to losing her photos and appreciates the opportunity to respond to her concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our retail location After review of Ms [redacted] ’s account T-Mobile records reflect that on September 23, 2016, she was advised via written correspondence information outlining how to backup and save the files that may be saved on her handsetAdditionally, as Ms [redacted] continued to contact T-Mobile Customer Care in an effort to resolve this matter, on November 17, 2016, T-Mobile issued a one-time courtesy credit in the amount of $to her account Please be advised that our Terms and Conditions of service state that “you agree we are not liable for missed or deleted voice mails or other messages, for any information (like pictures) that gets lost or deleted if we work on your Device”, and as such, we respectfully decline to provide further compensation in regards to this matter Nevertheless, in an effort to amicably resolve Ms [redacted] ’s concerns, on January 5, 2017, upon speaking with her T-Mobile offered a one-time credit in the amount of $as a final resolution to her concernsMs [redacted] advised that she would like to consider this offer and as such, should Ms [redacted] like to take advantage of this offer she may contact our office at the below number by February 5, T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Shannon R [redacted] Executive Response

November 3, 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 29, 2015, regarding the above-referenced accountUpon speaking with Mr***, T-Mobile learned that the incident at issue occurred while he was visiting an indirect dealer of T-Mobile service, Skye WirelessAlthough T-Mobile is the service provider, Skye Wireless was the party with whom Mr [redacted] purchased his equipment and had interaction with regarding this transactionNevertheless, T-Mobile takes allegations of misconduct seriouslyWe have forwarded this matter to Skye Wireless for further investigation and follow upRest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealersT-Mobile records indicate that on August 23, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two [redacted] plus devices and an [redacted] deviceEIP 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 installmentsBased on his personal credit history at the time of Mr [redacted] purchase, he was required to remit a payment of $after taxesMr [redacted] then agreed to a series of monthly installments in the amount of $Additionally, on August 24, 2015, Mr [redacted] participated in T-Mobile’s JUMP! On Demand program with a lease agreement for a [redacted] Note device and agreed to monthly installments of $Lastly, on August 25, 2015, Mr [redacted] purchased a Logitech Boom accessory with no down payment but agreed to a series of installments of $Please note, T-Mobile has no record of Mr [redacted] being offered anything differently by the retail store and regrets any conflicting information he may have been provided by the storeIt’s important to note on October 27, 2015, Mr***’ financial institution backed out of the above-referenced payment, causing T-Mobile to create a charge on the account in the amount of $for the payment and $in returned payment feesIn regards to Mr***’ concerns regarding his Early Termination Fee reimbursement, on October 20, 2015, Mr [redacted] was approved for his Early Termination Fee reimbursement in the amount of $1,Please note it may take two to three weeks from the approval date to be mailed to Mr***Furthermore, the T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their homePlease note that the Signal Boosters are T-Mobile owned devicesT-Mobile records reflect Mr [redacted] requested a return kit for his device on September 25, 2015, and as the Signal Booster was not returned by October 25, 2015, there was a $non-return fee, plus applicable taxes, that was assessed to the accountIn an effort to amicably resolve this matter for Mr***, on November 2, 2015, T-Mobile applied a credit to the account for the non-return fee of $Additionally, T-Mobile will allow Mr [redacted] to return his five devices in acceptable condition to T-Mobile and T-Mobile will remove the remaining EIP balance of $2,589.07, and apply a credit in the amount of $The equipment can be mailed to me at the following address: [redacted] T-Mobile recommends that Mr [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned, such as the charger, a $restocking fee will be deducted from the credit offered aboveIf the equipment has sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered validWe also ask that Mr [redacted] disable the “Find my [redacted] ” application as T-Mobile cannot disable this application and the device will be returned to Mr [redacted] if the application is enabledIn order to take advantage of this offer, Mr [redacted] must have the equipment post marked for return no later than December 2, Should Mr [redacted] fail to meet this date the offer shall be considered void and charges will be considered validAny remaining credit balance on the account after the credits are applied will then be mailed to Mr [redacted] in the form of a prepaid debit card to his billing address within seven to ten business days of the receipt of his equipmentUpon speaking with Mr [redacted] he accepted this as resolution to his concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCZachary S [redacted] Executive Response

November 11, 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 3, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] with regards to his handset upgradeOur records indicate that on October 14, 2016, Mr [redacted] upgraded to an Apple iPhone and remitted a payment in the amount of $which included taxes in the amount of $and shipping charges in the amount of $and agreed to 24-monthly installments in the amount of $Our records confirm that the above handset was not delivered to Mr [redacted] due to an inadvertent error during shipmentT-Mobile regrets any inconvenience to Mr [redacted] with regards to thisPlease be advised that records do not confirm that Mr [redacted] remitted a payment of over $for the above upgradeIn an effort to amicably resolve this matter, on November 10, 2016, T-Mobile spoke with Mr [redacted] and offered to send him an Apple iPhone and to reduce the cost of this handset from $to only $324.99, and to waive overnight shipping and any applicable taxesMr [redacted] declined the above offer and unfortunately requested to have his T-Mobile account cancelledT-Mobile cancelled Mr [redacted] ’s account same day pursuant to his requestPlease note that although Mr [redacted] remitted a payment in the amount of $for his original upgrade, we refunded the amount of $to his original method of payment which he will receive within five business daysBased 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

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 I hope there will be no more inconsistencies with my account Sincerely, [redacted]

April 10, 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 8, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customersWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’ recent contact with our Customer CareWe as well regret any concerns to Ms [redacted] regarding her final billing statement and losing her as a customer T-Mobile records indicate that on August 13, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPad Air 16GB with monthly installments in the amount of $ T-Mobile records also indicate that on September 21, 2015, Ms [redacted] qualified for and took advantage of the JUMP! On Demand (“JOD”) lease program with two Apple iPhone 6s gigabytes (“GB”) handsets with monthly JOD payments of $plus applicable taxes for each handsetJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement Our records confirm that Ms [redacted] canceled the voice lines ending in [redacted] and [redacted] on February 15, 2017, when she ported these lines to another service providerOn February 16, 2017, pursuant to Ms [redacted] ’ request, the remaining mobile internet line of service ending in was cancelled Ms [redacted] ’ final billing statement dated March 14, totaled $which consisted of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $for the iPad Air 2, and two purchase option price charges of $for each iPhone 6S handset not returned to T-Mobile per the JOD lease agreement As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile is willing to allow Ms [redacted] to return the iPad Air with serial number [redacted] , and both iPhone 6S devices with serial numbers [redacted] and [redacted] to T-MobileIn exchange, T-Mobile will waive the remaining EIP balance of $for the iPad Air and the two purchase option price charges of $for each iPhone 6S, provided that Ms [redacted] returns the devices in like new conditions, free from any physical or liquid damageShould Ms [redacted] accept this offer, she may return the above listed devices directly to my attention within days of the date of this letter to the following address: Executive Response Attention: Aika A [redacted] Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devicesIn addition, we request that Ms [redacted] includes the batteries, chargers, and her T-Mobile account information with her returns to ensure proper creditWe also ask that Ms [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the iPhone devices will be returned to her and no adjustment will be issued if the application is enabled Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [redacted] Executive Response

May 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 1, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr***, he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced with our Apple Black Friday promotionFrom November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr***, who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and a subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus at no cost after monthly bill credits for the amount of the Equipment Installment Plan (EIP) installmentPlease note customers will receive promotional EIP bill credits over months to cover the cost of the deviceBill credits can take up to three bill cycles to reflect on the customer’s bill On November 25, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of two iPhone GB devices for a total price of $1,plus taxAt the time of purchase, Mr [redacted] was required to remit a down payment in the amount of $Mr [redacted] then agreed to a series of monthly installments in the amount of $Additionally, Mr [redacted] traded in two qualifying iPhone devices as part of the Apple Black Friday promotion On March 2, 2017, T-Mobile records confirm Mr [redacted] called us to inquire about his promotional credits as they were not reflecting on his billAt this time, T-Mobile processed an EIP early payoff payment in the amount of $for each device to close the remaining EIP balance of each iPhone deviceAccordingly, T-Mobile applied an account credit of $to cover the payments made towards the EIP and any overage payments made towards the iPhone devicesRegretfully, only one credit was applied at this time; however, the two EIPs were closed and reflect a zero balance On April 30, 2017, T-Mobile applied the second account credit to Mr***’s account as agreed upon on March 2, In addition, as a courtesy and a gesture of good will, we applied a third account credit in the amount of $This left a credit balance on his account in the amount of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused Mr*** 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 Carlos T [redacted] Executive Response

Date Sent: 3/7/8:59:PMComplaint: [redacted] I am rejecting this response because: This issue requires further research per T-MobileI have sent the bill to Sacny twice, and according to Allie the current person assisting she had to take a leave, I have sent the bill to Allie and she states that it does not have all the information on it, and I need to send a bill to specifically show one of the phones to get the full amount I am dueAt the time of this I had just gotten news that my year old step son had been murdered and I advised that I needed to deal with that and will not be able to get that information until this is overI received another call the day before the funeral and I advised Allie that I will deal with this after the funeralI got an apology however, I still felt that since I had told her and she obviously didn't care because she called me advising me this had to be doneWhy am I saying all of this??? Simply because I called [redacted] and spoke to a customer service representative that advised me all of the phones are listed on the bill and they walked through the bill with meI called Allie of T-Mobile on Monday March 7th, to discuss what [redacted] had advise me but had to leave a messageI got out of the house and drove too my job to get everything that I faxed to T-Mobile times already and sure enough I see the phone and information on the bill, furthermore I became angry because I feel T-Mobile is stalling to pay the least amount possibleI contracted with T-Mobile, you have the ability to pull the transaction, or check the history of when I started with T-Mobile and the phones that were turned in at that time that I signed on and how many numbers you transferred overWhy inconvenience the customer? T-Mobile office of the President as you call it, has the ability to review contracts and history of customersI am still waiting on resolution and the correct amountT-Mobile is really holding to the reputation that I heard about before I contracted with the companyAll this over a promise that was made to me to switch overYou would think you would want to keep a customerNot resolved and I do not agree with response.Sincerely, [redacted] ***

Revdex.com:Revdex.comcomplaint # [redacted] has been resolved, will like to close this case.thank you

June 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced accountPlease be advised that T-Mobile was unable to reach Ms [redacted] and as such, will make every effort to address her concerns within this letter T-Mobile regrets any account and equipment concerns Ms [redacted] has experiencedT-Mobile understands that receiving a higher than expected bill can be frustrating and we appreciate the opportunity to provide the necessary detailsT-Mobile records confirm that on November 25, 2015, Ms [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! ON Demand (“JOD”) program for mobile number ending in [redacted] on her above referenced accountMs [redacted] agreed to pay 18-monthly lease payments of $including tax, as well as a final Purchase option Price (“POP”) should she elect to keep the handsetShould that occur the POP is assessed on the billing statement following the completion of the monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”) A review of Ms***’ account confirms that on May 16, 2017, the POP was assessed to the account in the amount of $plus the remaining applicable taxesMs [redacted] attempted to perform a handset upgrade and was advised of the POP and was outside of the timeframe to setup the POIP In an effort to resolve Ms***’ concerns, T-Mobile advised that the POP would be removed from the account in the form of a one-time bill credit on June 16, 2017, in the amount of $leaving a balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe regret any inconvenience to Ms [redacted] and hope that she accepts our offer as resolution to this matter 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, INC Andrew S [redacted] Executive Response

September 19, 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 September 15, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] regarding the cancelation of his accountT-Mobile records indicate on February 11, 2016, Mr [redacted] elected to transfer his mobile number ending in [redacted] to our prepaid serviceMr [redacted] ’s requested was fulfilled on February 11, However due to an inadvertent error, Mr [redacted] ’s line ending in [redacted] remained active until September 14, 2016, when he contacted T-Mobile to cancel serviceT-Mobile has applied a credit in the amount of $which represents the monthly recurring charges assessed to Mr [redacted] ’s account for mobile number ending in [redacted] from February 12, 2016, thru August 13, 2016, the last billing statement to generateIt is important to note, T-Mobile records indicate Mr [redacted] was sent billing statements to the address provided in his correspondence to your officeAt the time of cancelation, Mr [redacted] had a remaining balance of $for his Apple iPhone Plus Gold 64GB which he set up on an Equipment Installment PlanMr [redacted] ’s remaining equipment balance of $has been applied to Mr [redacted] ’s credit balance, effectively updating his credit balance to $T-Mobile has agreed to send Mr [redacted] a refund of $in the form of a prepaid card to the address provided to your officeMr [redacted] should receive his refund within ten business daysT-Mobile has set a follow up to credit Mr [redacted] ’s billing statement dated September 13, 2016, and October 13, As such, Mr [redacted] ’s account will remain 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, INCMartin G [redacted] Executive Response