T-Mobile USA

April 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced 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 her concerns within this letter T-Mobile appreciates the opportunity to respond to Ms [redacted] ’s concerns related to the billing on her T-Mobile accountOur records reflect that Ms [redacted] activated her services on December 17, 2016, and qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB and a Samsung ONMs [redacted] traded in her old iPhone and received a trade in credit of $Accordingly, Ms [redacted] was asked to make a down payment in the amount of $minus $for the trade in devicePlease note that the down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit informationMs [redacted] agreed to a series of monthly installments in the amount of $ Additionally, Ms [redacted] attempted to take advantage of the following promotions: • Winter Smartphone Offer • Magenta Poand Traoffer As can be expected, there are several eligibility requirements for each of the above promotions; To begin with, our records reflect that Ms [redacted] met all of the requirements for Magenta Poand Traoffer and that she was reimbursed through both an account credit that assisted with the down payment for her T-Mobile equipmentT-Mobile records indicate that Ms [redacted] ’s refund in the amount of $was approved by T-Mobile on January 4, 2017, and forwarded to Citibank to be disbursed as a prepaid debit cardCustomers who have not received their cards within business days of the above date may contact Citibank Card Services at 1-877-855- Ms [redacted] also met all of the requirements for the Winter Smartphone Offer as she signed up for the new T-Mobile ONE rate plan and purchased a qualifying smartphone on EIP, for which she is receiving the expected monthly bill creditsThose bill credits are reflected on page of her most recent billing statementT-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 Mercedes V [redacted] Executive Response

August 16, 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 6, 2017, regarding the above-referenced account T-Mobile is always working to improve its service, and we regret any data service issues that Mr [redacted] may have experiencedT-Mobile records confirm that Mr [redacted] canceled his account on August 10, 2017, when he ported his mobile numbers to another service providerPrior to Mr [redacted] cancelling his account, he was subscribed to the T-Mobile ONE Unlimited data feature at no additional cost for the mobile number ending in ***The T-Mobile ONE Unlimited data feature provides Unlimited 4G LTE of device data, unlimited 3G Smartphone Mobile Hotspot, Optimized video streaming, one hour of Gogo in-flight and Limited domestic data roaming T-Mobile records further indicate that Mr [redacted] upgraded to the $One Plus International feature on July 14, 2017, for the mobile number ending in The $One Plus International feature provides unlimited 4G LTE device data and Smartphone Mobile Hotspot, HD streaming capability and two times faster data roaming with Simple Global, Gogo in-flight all flight long (unlimited flights/sessions) and Limited domestic data roaming plus extra benefits like Stateside International Talk for voice lines It is important to note that T-Mobile is unable to guarantee data speeds in any locationThere is no way to predict an exact speed with the variety of factors that can affect a customer’s experienceThe device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell siteAdditionally, customers may experience different results based on location and number of other customers on the network T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidthAdditional information about this process can be found in Mr [redacted] ’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached gigabytes (“GB”) of data usage during a billing cycleOnce the GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usageUsing a T-Mobile device, you can dial #WEB# (#***#) and press sends to check data usage at any timeT-Mobile also sends a free text message once usage reaches GB during a billing cycleCustomers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usageFinally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account informationIt is T-Mobile’s position that Mr [redacted] is being provided service in accordance with the selected rate plan and Terms and Conditions of service However, in an effort to mitigate any difficulties caused to Mr [redacted] T-Mobile has applied a credit of $for the current balance that was due on August 13, Mr [redacted] ’s account remains cancelled with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Amor M [redacted] Executive Response

May 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms [redacted] ’s satisfaction T-Mobile regrets any inconvenience Ms [redacted] experienced regarding our iPhone Trade Up offerOn September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months T-Mobile records confirm that on September 12, 2016, Ms [redacted] placed two orders for three iPhone Plus devices on our Equipment Installment Plan (“EIP”) programMs [redacted] was not required to make a down payment; however, she agreed to pay $263.82, for the taxes on the full retail price of the equipmentMs [redacted] then agreed to a series of monthly installments in the amount of $for each iPhone Plus device Please be advised that three devices were surrendered for traas part of the promotion eligibility requirements as follows: • iPhone 16GB Phone line *** • iPhone 16GB Phone line [redacted] • iPhone 16GB Phone line [redacted] The trade in for the phone line ending in [redacted] was received and an account credit of $for the device was placed on the account on October 21, Furthermore, the phone line ending in [redacted] has continued to receive monthly promotional bill credits of $in alignment with the promotion T-Mobile records confirm that on November 2, 2016, the tradevices associated with phone numbers ending in [redacted] and [redacted] were inspected and it was determined that the Find My iPhone feature was enabled on both devices which caused the devices to fail the trarequirementsAlthough Ms [redacted] ’s account was on the correct rate plan, account credits were not applied for her phone lines ending in [redacted] and [redacted] as she had missed the traeligibility requirements for the promotional bill credits T-Mobile contacted Ms [redacted] on May 23, 2017, and in effort to amicably resolve this matter, T-Mobile agreed to honor the promotion in fullAs part of the resolution T-Mobile adjusted all previously billed EIP charges for the iPhone plus devices on the phone lines ending in [redacted] and ***This was an adjustment of $for each phone line, making a total adjustment of $Following this adjustment, Ms [redacted] ’s account currently reflects a credit balance of $T-Mobile further closed both EIPs for the phone lines ending in [redacted] and ***Pursuant to the phone conversation, Ms [redacted] advised this issue has been resolved to her satisfaction 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 Customer Care 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 Jamen F [redacted] Executive Response

September 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 August 25, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding our T-Mobile Tuesday’s (“TMT”) offering We appreciate the opportunity to respond to this matter Please be advised that in 2016, T-Mobile announced its TMT offering as a way to thank our valued customers Please note that customers such as Mr [redacted] , may participate in any of our TMT offerings and take advantage of any prize or promotion available It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations Upon further review of Mr [redacted] ’s correspondence to your office, we understand that he is concerned with our recently offered TMT prize including a complimentary vehicle oil change provided by Meineke U.SPlease be advised that this offering included a free basic oil change including an oil filter for vehicles that accept either a 5Wor 5Woil viscosity Please note that this promotional offering provides customers a $value Should any customer’s vehicle require an alternate oil viscosity, they can then use the promotional offer for $off of an appropriate oil change for their vehicle It should be noted that not all Meineke U.Slocations participated in this offering and we regret if the location selected by Mr [redacted] was not participating However, in an effort to amicably resolve the matter, on September 4, 2017, T-Mobile issued a credit to Mr [redacted] ’s account for $ The account remains open with a balance of $We regret 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 William B [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 Please be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter T-Mobile is sorry to hear that Ms [redacted] concerns with service availability and that she ch [redacted] to disconnect her new service with T-Mobile while within her buyer’s remorse period T-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experienced We also regret hearing of Ms [redacted] ’s concerns with her account’s final balancePlease be assured we make every effort to provide complete and accurate information to our customers We apologize if Ms [redacted] feels that this was not her experience when contacting our Customer Care department T-Mobile records confirm that Ms [redacted] activated her T-Mobile account on August 23, 2016, with mobile number ending in ***T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs If Ms [redacted] found that the service was not acceptable, she has the option to cancelled service within this period and only been responsible for the service charges, fees and taxes incurred through the date of cancellation Records further confirm that she canceled her service on September 1, 2016, when she ported her mobile number to a different service providerMs [redacted] ’s billing cycle ran from the 24th of one month to the 23rd of the following month Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Ms [redacted] was billed through September 23, 2016, the end of her billing cycle Ms [redacted] ’s account currently reflects a balance in the amount of $which consists of monthly service charges for the billing periods from August 24, 2016, through September 23, It is T-Mobile’s position that the balance is valid and owed Although outside of T-Mobile policy, as a courtesy to Ms [redacted] , and in an effort to amicably resolve this matter, on November 5, 2016, T-Mobile issued a onetime bill credit to the account in the amount of $ Ms [redacted] ’s account remains canceled and it reflects a zero balancePlease note that Ms [redacted] ’s account was not transferred to a third party collection agency and no negative information has been reported to the credit bureaus 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 25, 2018, regarding the above-referenced prepaid number T-Mobile regrets any further concerns that [redacted] has regarding this matterAs stated in our previous response, T-Mobile records confirm that on December 22, 2017, [redacted] purchased a Hotspot device and activated it on prepaid service [redacted] purchased the Hotspot device and service for $Furthermore, on January 21, 2018, a payment of $was withdrawn from [redacted] ’s credit card and applied to her prepaid accountIn reviewing [redacted] ’s prepaid account, T-Mobile found no record of a request to cancel servicePlease note that service cannot be canceled at a retail store and must be done through Customer Care On January 24, 2018, T-Mobile spoke with [redacted] regarding her concerns with her prepaid account and pursuant to her request, we canceled service to her prepaid account effective the same dayFurthermore, as previously advised, although prepaid services are not refundable, T-Mobile applied a credit totaling $to [redacted] ’s postpaid account ending in ***This credit consists of $for the above initial payment, $for the above January payment, and $as an additional courtesyAt the time, this brought [redacted] ’s balance on her postpaid account to $ Please note that on January 31, 2018, T-Mobile offered to refund the above credit less the courtesy credit of $62.28, however, this balance would be added back to [redacted] ’s postpaid account which will bring her current balance to $and will put her in a past due status [redacted] declined this offerAlthough we regret any time [redacted] spent on this matter, T-Mobile respectfully declines her request for additional compensationT-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 attentionShould 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

Revdex.com: I appreciate that very much! Thank you for your help I would just like to be treated as a valuable customer given my length of services with T-MobileI appreciate all you have doneI can close this matter being very satisfied and will hopefully put this behind ushave reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

June 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] 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 7, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder on record is [redacted] , and that she has designated [redacted] as an authorized user of the accountWe have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter We regret any coverage issues Mr [redacted] has experiencedIn Mr [redacted] ’s letter to your office, he indicates that he is not able to use service with his handset in or around his work areaUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityHowever, T-Mobile coverage maps, which estimate coverage down to the street level, indicate that Mr [redacted] works in a good T-Mobile coverage area, which was recently upgraded to be compatible with our 700MHz Extended Range LTE spectrum In an effort to troubleshoot Mr [redacted] ’s concerns, T-Mobile engaged our Engineering Team to investigate Mr [redacted] ’s coverage areaPlease note T-Mobile Engineering has advised that the brick construction of Mr [redacted] ’s workplace largely contributes to his indoor coverage concernsHowever, our records also indicate that Mr [redacted] is using a non-T-Mobile branded device, which is not compatible with our 700MHz Extended Range LTE spectrum As such, T-Mobile recommends that Mr [redacted] test his Serial Identification Module (“SIM”) card in a T-Mobile branded device to confirm if he experiences better coverage at his workplaceIf Mr [redacted] continues to experience coverage concerns while using a T-Mobile branded device, Mr [redacted] may contact me using the contact information provided below for additional troubleshootingT-Mobile regrets any inconvenience Mr [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jessica G [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 Although I am accepting this response it must be noted, that I paid on April 8th the amount verbally furnished to me by a T-mobile representative as the final billing amountI was also assured on that date that I had no other outstanding obligationsIt is my hope that T-mobile representatives will do a more thorough job in the future, of disseminating accurate information to customers in store and over the phone.Sincerely, [redacted]

May 25, 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 13, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile sincerely regrets any inconvenience Mr [redacted] experienced regarding our This One’s On Us offerBetween March 1, 2017, and March 5, 2017, T-Mobile offered eligible customers with two voice lines the ability to add a third line of service for free, through monthly bill creditsT-Mobile records confirm that on March 1, 2017, phone line ending in [redacted] was activatedT-Mobile records further confirm that on March 27, 2017, this phone line was changed to the line ending in ***This system change caused the promotion not to enroll the line of service appropriately T-Mobile contacted Mr [redacted] on May 17, 2017, and in effort to amicably resolve this matter T-Mobile has enrolled the phone line ending in [redacted] into the promotionAs such, going forward Mr [redacted] will receive the promotional creditsPursuant to the conversation T-Mobile advised Mr [redacted] the bill credits should again start to appear at the start of the new billing cycleMr [redacted] advised his issue has been resolvedT-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 Jamen F [redacted] Executive Response

March 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 3, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Mr***’s concerns to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding his accountPlease note that in an effort to provide our customers with new and exciting offers, from November 24, through November 27, 2016, T-Mobile began offering the Apple Black Friday promotionThis amazing promotion was offered to new and existing customers who trada qualifying fully owned Apple, Samsung, or LG phone from any carrier were able to get the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus for free after monthly bill creditsAdditionally, customers must be subscribed to the T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited rate plan with unlimited data featurePlease note that these requirements must be met throughout the month financing agreement T-Mobile records indicate that on November 25, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB-BlackEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Based on the promotion at the time of the purchase Mr [redacted] was not required to make a down payment; however, he agreed to pay $55.27, which is for the upgrade fee and the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $27.09, which will appear on the first bill following the purchase of the device According to the promotion, once the trade in device is received, Mr***’s account will receive a trade in credit in the amount of $Mr***’s EIP charge will also receive a monthly credit of $dropping MrDung’s EIP monthly payment to $ Research confirms that the Samsung Galaxy SEdge was received in the warehouse on December 10, However, due to an inadvertent error, Mr***’s account didn’t receive the trade up credit In an effort to resolve this matter, T-Mobile agreed to close the EIP for the Apple iPhone 32GBT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

August 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 July 20, 2017, regarding the above-referenced account T-Mobile regrets any final billing concerns Mr [redacted] has experiencedT-Mobile records confirm that Mr [redacted] started service on May 30, 2016, and was enrolled in our Simple Choice North America Unlimited Talk, Text and 2GB of Data rate plan which starts at $per month for one line of serviceAt the time of activation Mr [redacted] purchased a Samsung Galaxy Ondevice on Equipment Installment Plan (“EIP”)At the time of purchase a payment was required for the taxes of the full retail price of the equipment and the remaining balance was placed on 24-monthly installments T-Mobile records confirm that Mr [redacted] cancelled his account on November 7, 2016, to port out to another providerFollowing the cancellation Mr [redacted] ’s account, a final billing statement was produced in the amount of $for the services rendered from October 12, 2016, through November 7, 2016, which included accelerated EIP charges of $and prorated charges of $4.98, and was due on December 3, 2016, which went unpaidFurther review confirms that on December 15, 2016, Mr [redacted] received $back out of the $payment previously made on November 1, 2016, and the funds were placed back to his credit card per his financial institution’s requestHowever, as the payment was for services rendered and it was T-Mobile’s position that the charges were valid and owedAs such, the charges of $were added to Mr [redacted] ’s past due balance of $to update the balance to $due on January 2, 2017, which went unpaid As Mr [redacted] ’s account remained outstanding after cancellation, on February 2, 2017, T-Mobile referred his account to third party collection agency for collection of the balance owedPlease note a collection fee was not assessed to Mr [redacted] ’s accountThe account is currently assigned to Enhanced Recovery Centers (“ERC”) for collection of the balance owedFurther review confirms, on May 19, 2017, Mr [redacted] remitted a payment of $directly to ERCLater, on June 9, 2017, Mr [redacted] remitted another payment of $to ERC and on June 19, 2017, an additional payment of $was remitted by Mr [redacted] to ERCCurrently, Mr [redacted] ’s account remains assigned to ERC for collection of the remaining balance of $ As Mr [redacted] advises in his letter to your office that he has had concerns regarding conversations with the third party collection agency, ERC, T-Mobile recommends Mr [redacted] discuss those concerns directly with ERCPlease note that ERC and T-Mobile are separate companies, each with separate policiesShould Mr [redacted] have concerns regarding ERC they can be reached by phone call at 1-800-501-or by written correspondence at the following: Enhanced Resource Centers P.OBox Jacksonville, FL Upon speaking with Mr [redacted] he advised he was in receipt of an email from T-Mobile declaring his account contained a zero dollar balanceT-Mobile requested Mr [redacted] forward his documentation for further reviewAfter reviewing the supplied documentation, the email was sent to Mr [redacted] on November 9, This email was sent to Mr [redacted] prior to the December 15, 2016, charge back requested by his financial institutionAs such it is T-Mobile’s position that the balance of $remains valid and owed Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 5, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr [redacted] , he confirmed that this matter has been resolved to his satisfaction T-Mobile regrets any inconvenience that Mr [redacted] experienced while attempting to remedy this situationT-Mobile records confirm that on May 4, 2017, Mr [redacted] spoke with a member of Customer Care who closed the remaining balances owed on the two Samsung Galaxy SEdge devices and Sync UP device that were on Equipment Installment Plans (“EIP”), to address the concerns with the Samsung BOGO offer and Sync UP promotional concerns those sets of equipmentT-Mobile records also confirm that Mr [redacted] is subscribed to the Insider Hookup promotion which provides him a 20% off his monthly recurring charges for the rate plan he subscribes to for the lifetime of the account On May 11, 2017, T-Mobile contacted Mr [redacted] to confirm the resolution provided regarding the three aforementioned devices and discountT-Mobile records indicate a call back is scheduled with Mr [redacted] by the Customer Care leadership member on May 24, 2017, to confirm adjustments towards, and discuss the following billing statementT-Mobile will be following up with Mr [redacted] on May 25, 2017, to confirm resolutionT-Mobile also provided direct contact information so that he may reach out to me directly should he have any questions regarding these matters in the interimPursuant to our conversation, Mr [redacted] is satisfied with the results, and has no further concernsT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

April 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 April 11, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have regarding his recent handset purchaseT-Mobile records indicate on March 10, 2017, Mr [redacted] purchased a ZTE ZCymbal handset for $which included applicable taxesAt the time of Mr [redacted] ’s purchase, T-Mobile provided a day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange After speaking with Mr [redacted] on April 14, 2017, as a courtesy, T-Mobile agreed to accept the return of the Zhandset outside of the 14-day return period, for a full refundAdditionally, Mr [redacted] purchased an LG Aristo handset at this timeUpon T-Mobile’s receipt of the Zhandset in like-new condition before May 18, 2017, to the address provided to Mr [redacted] , T-Mobile will issue a credit in the amount of $in the form of a bill credit toward the cost of the purchased LG Aristo handsetT-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 Ronnie A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I was NOT told about the required days of being a T-Mobile customer by the sales person Sincerely, [redacted]

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 27, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding an Apple iPhone promotionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Executive Response Team Starting September 9, 2016, and for a limited time, T-Mobile was offering customers who traded in their fully paid off Apple iPhone device a new Apple iPhone device for free or at a substantial discount when purchased using Equipment Installment Plan (“EIP”)EIP is a 24-month, no interest financing agreement available to qualifying customers with active serviceCustomers who take advantage of this offer will receive two separate credits, a trade in credit applied to their T-Mobile account, and a monthly promotional credit applied to their EIP for the Apple iPhone devicePlease note the trade in device must be in good working condition with the “Find My iPhone” feature disabled in order to qualify for the promotion T-Mobile records indicate on September 12, 2016, Mr [redacted] took advantage of this promotion with the purchase of an Apple iPhone device for his line ending in Mr [redacted] indicated he would be trading in his fully owned Apple iPhone 5s deviceRegrettably, upon receipt of Mr***’s Apple iPhone 5s device, it would not power on causing Mr [redacted] to not receive the above promotionT-Mobile regrets any inconvenience to Mr [redacted] regarding this promotion In an effort to amicably resolve this matter, T-Mobile ended the EIP for Mr***’s Apple iPhone device for his line ending in [redacted] by creating a charge of the remaining amount owed of $and he will no longer see the monthly equipment chargesT-Mobile issued a credit of the same amount to offset this chargeAdditionally, T-Mobile issued a credit in the amount of $for the previous months Mr [redacted] paid the monthly equipment chargesThese credits impacted the balance on the account and leave a credit balance in the amount of $which will apply to future billing statementsT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

July 5, 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 23, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced in regards to a T-Mobile account that was activated under her name Please be advised that T-Mobile offers options to customers with bad credit, no credit, and for customers who simply do not want to provide their SSN T-Mobile offers the No Credit accounts which allows customer to have a postpaid account without having to have a credit check It is important to note that the No Credit accounts may not have all of the benefits that are offered to regular postpaid accounts Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may The account may be reported to the credit bureau while a balance remains outstanding Please note that as no SSN is requested from the customers for a No Credit account, they do not get referred to collection agencies if left unpaid and records are kept for internal use only T-Mobile records reflect that Ms [redacted] ’s account was activated on March 21, 2017, with one mobile internet (“MI”) line on the T-Mobile One No Credit Check (“NCC”) Tablet plan for $a month, and a $deposit was paid via a credit card number ending in T-Mobile records reflect that on April 24, 2017, the account was suspended for non-payment at which time the account ceased being charged for her monthly recurring bill Ms [redacted] 's billing statement dated May 14, 2017, reflects a total balance due in the amount of $of which $was considered past due Ms [redacted] was assessed $for partial monthly recurring charges between the dates of April 15, 2017, and April 24, 2017, with the balance due on May 24, As Ms [redacted] ’s account continued in a financially delinquent status on May 25, 2017, the account was cancelled for non-payment and the $deposit was released reducing the balance to $ Ms [redacted] 's final billing statement dated June 14, 2017, reflects a total balance due in the amount of $ It is important to note that our records reflect that Ms [redacted] ’s MI line has no usage Upon speaking with Ms [redacted] on June 26, 2017, T-Mobile offered a credit in the amount of $to bring account to a zero balance Ms [redacted] agreed Additionally, T-Mobile has informed that her No Credit account should have not impacted her credit report T-Mobile has requested for Ms [redacted] ’s full SSN for the sole purpose to verify if there may be any additional accounts under her SSN Regretfully, Ms [redacted] declined the option to provide her full SSN and indicated that she will check with credit bureaus to get an account number T-Mobile has provided Ms [redacted] with an email to where she may forward the account number in dispute for further investigation 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

November 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 3, 2015, regarding the above-referenced accountT-Mobile is sorry to lose Ms [redacted] as a customer, and regret that her final billing statement is not as she expectedWe further regret any misunderstanding regarding her final Equipment Installment Plan (“EIP”) balanceT-Mobile records confirm that Ms [redacted] canceled her account on August 25, 2015, when she ported her mobile number to another service providerMs***’s billing cycle ran from the 19th of one month to the 18thof the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cyclePlease be advised that Mr***’s account was billed a month in advance on T-Mobile’s billing system known as bill currentAccordingly, Ms [redacted] was billed through September 18, T-Mobile records indicate that Ms [redacted] agreed to an EIP for the mobile number ending in [redacted] on December 15, 2013, with the purchase of an [redacted] 5S deviceRecords confirm that on August 25, 2015, Ms [redacted] requested to pay off her remaining EIP balance in the amount of $It is important to note that at the time Ms [redacted] requested to pay off her EIP her account reflected a balance in the amount of $306.53, which consisted of past due service charges in the amount of $for the periods of July 19, 2015, through August 18, 2015, and as she is billed one month in advance, this balance also consisted of new monthly service charges in the amount of $for the periods of August 19, 2015, through September 18, 2015, due by September 11, Records confirm that on August 25, 2015, Ms [redacted] made a payment in the amount of $which covered her $past due balance plus an additional $It is important to note that as Ms [redacted] had an outstanding balance on the account, the $she intended to use towards her final EIP balance covered a partial amount of her balance due by September 11, 2015, leaving her with a remaining balance in the amount of $In addition, at the time Ms [redacted] canceled her account on August 25, 2015, pursuant to T-Mobile’s policy, her security deposit in the amount of $was released to the open balance leaving a remaining balance of $Ms***’s final billing statement dated September 19, 2015, reflected a balance in the amount of $which consisted of a past due balance in the amount of $74.11, plus new charges in the amount of $which consisted of the $remaining EIP balance, a late fee, a payment processing fee, applicable taxes and feesIt is T-Mobile’s position that Ms***’s account was billed correctly for her monthly service charges and equipment chargesOn November 3, 2015, Ms [redacted] contacted T-Mobile to discuss her account balance concerns, as a courtesy, T-Mobile issued a $credit to the account updating the account balance to $On November 5, 2015, T-Mobile contacted Ms [redacted] to discuss her concernsIn an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $to Ms***’s accountMs***’s account remains canceled and it reflects a zero balanceWe are glad to let your office know that Mr [redacted] accepted this offer as resolution to her 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, INCMaggie R [redacted] Executive Response

January 24, 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 January 17, 2017, regarding the above-referenced accountPlease note this appears to be a duplicate to file number [redacted] T-Mobile regrets any concerns Mr [redacted] experienced regarding a mobile device unlock requestPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with T-MobileMobile Device Unlock codes are available to T-Mobile customers who meet our eligibility requirementsIn order to qualify for a Mobile Device Unlock code, requestors must first have an active T-Mobile account on either a prepaid or postpaid plan and meet the following criteria: Prepaid • The device shows used on the account• The line of service has been active for days with an amount of $in refills having been applied to the line• The account is activePostpaid • There is no balance owed on the Equipment Installment Plan associated with the device if applicable• The account is in good standing with no past due balance• There is continuous usage of the device for at least seven days• The device must be sold through T-Mobile or a T-Mobile authorized dealerMr [redacted] indicated in his correspondence to your office that he purchased the LG Gdevice from Amazon which had to be replaced through LG due to the device no longer workingT-Mobile regrets Mr [redacted] was provided a locked LG Gdevice as a replacementAs Mr [redacted] did not meet the outlined requirements, T-Mobile was unable to provide a Mobile Device Unlock code for the LG GdeviceUpon corresponding with Mr [redacted] via email, he indicated LG replaced his locked LG Gdevice with an LG GdeviceMr [redacted] did not indicate the replacement device required an unlockShould the replacement device require an unlock, Mr [redacted] would need to meet the above outlined requirementsT-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, INCJennifer G [redacted] Executive Response

September 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful It is important to note that T-Mobile does not reflect a record of Ms [redacted] contacting Customer Care or visiting a local retail location to report her concern regarding unauthorized purchases Regrettably, due to the limited details provided by Ms [redacted] and unsuccessful contact attempts with her, T-Mobile was unable to identify her specific concern regarding which and what purchase to review It is important to note that as of September 13, 2017, Ms [redacted] ’s account has been suspended due to nonpayment as her last recorded payment is dated July 11, 2017, in the amount of $ Her account reflects a total balance due of $1,which is completely past due as of the date of this letter As such, T-Mobile asks that Ms [redacted] contact me at the number below at her earliest convenience for further review Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Oscar T [redacted] Executive Response Tell us why here