T-Mobile USA

July 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated June 27, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account We regret any account billing concerns Ms [redacted] has experiencedT-Mobile records confirm that as of February 24, 2017, Ms [redacted] is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $110.00, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that the third line has an additional cost of $per month and any line after the third has a cost of $per monthPlease note that lines ending in ***, ***, and [redacted] are each subscribed to the Jump Insurance for $per month T-Mobile records indicate that on November 7, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus 128GB deviceAccordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $Additionally, on April 18, 2017, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy SPlus deviceAccordingly, Ms [redacted] was asked to make a down payment in the amount of $130.00, and agree to a series of monthly installments in the amount of $Ms [redacted] also purchased a Samsung Galaxy Sdevice with a down payment in the amount of $30.00, and agreed to a series of monthly installments in the amount of $ T-Mobile records indicate that on April 24, 2017, per Mr [redacted] ’s request, T-Mobile activated the fourth line on the account ending in ***With the addition of this line, the rate plan was then changed to the T-Mobile One Unlimited Talk, Text, and Data for $180.00, which provides the four lines unlimited talk, text, and dataPlease note that any additional line after the fourth has a cost of $per month On June 7, 2017, per Mr [redacted] ’s request, T-Mobile scheduled the cancellation of the line ending in [redacted] for June 14, Please note that the T-Mobile One rate plan for $per month, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds, was made effective as of June 24, Please note that the third line has an additional cost of $per monthWith insurance and equipment charges included Ms [redacted] may expect an estimated monthly recurring charge in the amount of $ Our records indicate that the billing statement dated June 24, 2017, included a prorated charge of $for the line ending in ***, which was adjusted on July 3, 2017, bringing the account balance to $ In a conversation with Ms [redacted] on July 7, 2017, she stated that originally Mr [redacted] had requested a T-Mobile Subscriber Identity Module (“SIM”) card not a new line of serviceIn this conversation it has been confirmed that the line of service is no longer on the account and the charge associated to this line has been adjusted Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s 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 Thania R [redacted] Executive Response

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 13, 2017, regarding the above-referenced account We regret any concerns Mr [redacted] has regarding his mobile data T-Mobile records confirm that Mr [redacted] activated T-Mobile service on May 9, 2013, and subscribed to the Simple Choice Value Unlimited Talk, Text, and Data rate plan for $monthly In addition, Mr [redacted] subscribed to the optional Premium Handset Protection (“PHP”) feature for $monthly and Unlimited Data & 1GB Smartphone Mobile Hotspot Data for $monthly, totaling $per month plus taxes and fees Please note that on January 2, 2017, Mr [redacted] changed his rate plan to the T-Mobile ONE rate plan for $monthly In addition, Mr [redacted] subscribes to the optional JUMP! feature for $monthly bringing the total monthly recurring charges of $ It is important to note T-Mobile has attempted troubleshooting with Mr [redacted] in which has proven unsuccessful in resolving his concerns T-Mobile records indicate Mr [redacted] is using an average of gigabytes of mobile data over the past three billing statements While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers T-Mobile wants customers to use and enjoy our services as much as possible, however successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacityT-Mobile’s records indicate that data usage on Mr [redacted] ’s account is very high relative to other customersIn fact, Mr [redacted] ’s account is among the highest data usage accounts on T-Mobile’s network As a very heavy user of T-Mobile services, Mr [redacted] ’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacityWhere the network is lightly loaded, a very heavy user, such as Mr [redacted] , will likely notice little, if any, affect from this lower priorityHowever, at times and places where the network is heavily loaded, a very heavy user, such as Mr [redacted] can expect to see some material reduction in data speedsThe number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is availableIt is important to note that the lower speed that results from heavy network loading is temporary When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will increaseWe understand that if Mr [redacted] regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr [redacted] ’s high amount of data usageIn order to amicably resolve Mr [redacted] ’s concerns, T-Mobile has agreed to send Mr [redacted] a T-Mobile 4GLTE Signal Booster for his home at no cost If Mr [redacted] would like to accept T-Mobile’s offer he may contact me at the number listed below or our Customer Care department at 1-800-937- 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 [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 meI am happy that T-Mobile is restoring my account to its previous plan and adjusting the billing accordinglyI appreciate their quick response to resolve this matter Sincerely, [redacted]

July 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 June 27, 2017, regarding the above-referenced accountPlease be advised in regards to the non-returnable items listed on Mr [redacted] concern we have confirmed this is not in relation to T-Mobile T-Mobile regrets any concerns Mr [redacted] in regards to his requests for a Mobile Device UnlockMobile Device Unlocks are available to customers who meet our eligibility requirementsOn June 27, 2017, Mr [redacted] provided a receipt copy showing he paid full price for the iPhone Please note that Mr [redacted] account is eligible to receive a Mobile Device Unlock for his iPhone As such, on June 28, 2017, T-Mobile emailed Mr [redacted] with the Mobile Device Unlock instructions needed to unlock his deviceT-Mobile records confirm the device was successfully unlocked 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 Mr [redacted] recent contact with 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 Carolina F [redacted] Executive Response

July 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 29, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Ms [redacted] satisfactionWe are sorry to hear that Ms [redacted] had concerns with the Mother’s Day LG tablet promotionPlease note that from May 4, 2016, to May 12, 2016, and resuming from May 17, 2016, to May 31, 2016,customers can receive a free LG GPad (via rebate) when they purchase a new LG G4, and a new LG GPad utilizing our Equipment Installment Plan (“EIP”) programOn May 28, 2016, Ms [redacted] elected to lease an LG Ghandset on our JUMP! On Demand program with payments of $per month plus taxes, for monthsAdditionally, at the point of sale Ms [redacted] elected to purchase an LG GPad tablet on our EIP program with payments of per month for months totaling $over the period of monthsAs Ms [redacted] did not purchase the LG Gon our EIP program she would not be eligible for the free tablet promotion, and that this is the reason she was unable to submit for the rebate onlineNevertheless, in an effort to amicably resolve this matter, on July 1, 2016, Ms [redacted] account was adjusted $to compensate her for the full cost of the LG GPad tabletOn July 5, 2016, T-Mobile contacted Ms [redacted] who indicated that the issue was resolved to her full satisfactionAfter the aforementioned bill credit Ms [redacted] ’ account reflects a credit balance in the amount of $T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTaylor B [redacted] Executive Response

August 18, 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 13, 2015, regarding the above-referenced accountT-Mobile makes every effort to provide complete and accurate information to our customers and is sorry to hear of any inconvenience [redacted] has experienced regarding T-Mobile’s Carrier Freedom offerUpon reviewing [redacted] **'s Early Termination Fee (“ETF”) reimbursement submission as further identified by tracking numbers [redacted] and [redacted] ; T-Mobile records confirm that we received [redacted] **’s submission on August 4, 2015, and that it is currently in processPlease be advised that, as stated on www.switch2t-mobile.com at the time of [redacted] **’s submission, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expeditedAs this is a reimbursement offer, T-Mobile recommends that [redacted] make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityContingent on approval, [redacted] will receive his prepaid refund card within eight weeks from the above-noted submission dateBased 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, INCBrandon M [redacted] Executive Response

December 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 NoXXX-XXX- [redacted] and XXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 21, 2017, regarding the above-referenced prepaid numbers We regret any concerns Mr [redacted] has regarding his T-Mobile prepaid servicesPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s visit to our retail location T-Mobile records confirm Mr [redacted] activated two lines ending in [redacted] and [redacted] on November 8, 2017, and subscribed to the Simply Prepaid Unlimited Talk, Text, and 10GB of 4G LTE data for $monthly each It is very important to note T-Mobile Prepaid rate plans include international calling, and texting with T-Mobile’s World Class ratesHowever, T-Mobile prepaid rate plans do not include international data roamingAs such, on November 13, 2017, and spoke with our Customer Care specialist regarding his data roaming and was advised his rate plan does not support international data roamingFurthermore, per T-Mobile’s terms and conditions which can be found on our website www.T-Mobile.com “Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances, lost or stolen prepaid cards, or coupons.” Please be advised on November 27, 2017, our Executive Office spoke with Mr [redacted] and he advised he had disputed the charges with his credit card company and received a full refundAs such, T-Mobile will close the prepaid accounts effective immediatelyT-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 Christopher P [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI agree to receive the prepaid debit card in the amount mentionedI will wait 7-days for the card and hope that all is resolved and that there will be no future need to come to these termsSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My case may be closed, however I hope T-Mobile is able to identify these billing changes before they are implemented so that they can advise their customers before-hand to avoid confusion Sincerely, [redacted]

Tell us why here September 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 September 14, 2017, regarding the above-referenced account T-Mobile regrets Ms***’s concerns regarding the EIP balance transfer requestAs stated in our letters to your office, T-Mobile takes account security and privacy very seriouslyRegretfully, T-Mobile does not have record of Ms [redacted] having been designated as an Authorized User of the account in which her concerns pertain toAccordingly, we remain unable to provide further detail regarding our findings and actions taken to resolve the matter Should the account holder of record wish to learn more of the actions taken to resolve her billing concerns, we encourage the account holder of record to contact Customer Care at 800-9379-It is important to note that language translators are available at no additional cost should the account holder of record requireUpon verification that Ms [redacted] has been listed as an authorized user of the account, T-Mobile will apprise Ms [redacted] of our findings and steps taken towards resolutionT-Mobile regrets any inconvenience to Ms*** 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 Alberto V [redacted] Executive Response

November 1, 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 23, 2016, regarding the above-referenced accountPlease be advised that we 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 letterT-Mobile regrets any concerns Mr [redacted] experienced regarding his billing statements and we are grateful to receive the opportunity to address his concernOur records indicate on September 14, 2014, Mr [redacted] enrolled in our Simple Choice Family Unlimited Talk, Text and Data plan for all four lines of service at $per monthAlso, Mr [redacted] added 6GB of data features at $per month to the lines of service whose mobile numbers ended in [redacted] and ***Furthermore, Mr [redacted] added the optional JUMP! features to the lines ending in at $per month, for the line ending in at $per month and for the line ending in [redacted] at $per monthMr [redacted] was enrolled in a postpaid account and as such it was billed in arrearsIn Mr [redacted] ’s case, his billing cycle ran from the 14th of the month and ended on the 13th of the following monthRegrettably, on September 16, 2016, Mr [redacted] cancelled his account by porting out all four lines of serviceAt the time Mr [redacted] also had an active Equipment Installment Plan (“EIP”) for an Apple iPhone Plus Space Gray 64GB device which was originally opened on December 9, At the time, Mr [redacted] ’s device was priced at $and he paid $down payment and agreed to pay 24-monthly installments of $eachAs Mr [redacted] ’s account was cancelled, the remaining EIP charges of $were accelerated and become due in full with the final billing statementMr [redacted] ’s last payment totaled $which covered the service charges from August 14, 2016, to September 13, However, Mr [redacted] ’s final billing statement from September 14, to October 13, was in the amount of $which included the EIP accelerated charges of $and monthly recurring charges of $Customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through October 13, In an effort to amicably resolved Mr [redacted] ’s concerns, on October 30, 2016, T-Mobile applied a credit of $to cover the monthly recurring charges assessed on his final billing statementHowever, the EIP balance of $is considered to be valid and due by November 6, Mr [redacted] ’s account remains cancelled with a revised balance of $Mr [redacted] can contact our Customer Care department at 1-800-937-or may remit payment to the address listed on his billing statementBased 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, INCSal O [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: No attempts were mad to contact me about this situationWhen attempts wee made they were from me every month about this to T-MobileThe only attempts that were made to contact me after this matter was computer voice prompting me to a person who sounds like they were reading from a script that keep saying the same thing Back in November of I did report the matter and was directed to Samsung from T-Mobile about the issueI had called before hand about the note stating that I was not getting all my messagesI was being helped by a T-Mobile Tec for messaging support, And on November 26, T-Mobile was called about the fire to the Note That is when the T-Mobile rep pushed my bill back to $That was on record with T-MobileBut the situation at hand is From Decemebr to Febaury my bill went from $to $1,without my phone going offI was told by T-Mobile on many occasions I called back to not pay a billThere is no way my bill can be the total it was for that long period of time and m phone stay on without payingI was under the direction of T-Mobile on what to do and not to do since November of I am willing to pay my bill, because that is my obligation The issue I am not under standing is once again, when I was talking to T-Mobile Reps they were telling me what to doWhy am I being cut off of my phone when the REPS were telling me what not to pay and just keeping my lines on? How does a person line get to be that amount for that long and not get shut down, or even cut back on with out paying? When I do speak to the T-Mobile REPS they do not understand what I am saying, send me to other people who does not know what is going on and I am on the line for hours on end to trying to get a handle on thisI know T-Mobile says my bill is $2,but once again if it got to be that amount then it was not fault of mineI was under the direction of T-Mobile on how to handle this Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as the deal holds up this timeI will stop leaving messages on mr plums phonenever calls back anywaythank you and have a wonderful day Sincerely, [redacted]

May 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 25, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and [redacted] F [redacted] has been designated as an authorized user of the account T-Mobile regrets any concerns Mr [redacted] has experienced regarding his attempts to transfer his mobile numbers to another service providerPlease note that in order to transfer a number to another provider, the line of service must be activeCancelled lines are unable to be transferred The account was cancelled for non-payment on March 13, The account remains closed with a balance of $4,which consists of monthly access charges, monthly EIP installments, applicable taxes, and fees from the billing statements dated December 9, 2016, through April 9, It is T-Mobile’s position that this balance is valid and owed T-Mobile records confirm that, on April 24, 2017, T-Mobile received a request to transfer Mr [redacted] ’s mobile numbers to another providerAs the account was previously cancelled, T-Mobile was unable to assist with Mr [redacted] ’s request However, if Mr [redacted] would like to remit payment for his outstanding balance in order to have his service restored, upon reactivation his mobile numbers he would then be eligible for porting As a courtesy to Mr [redacted] , T-Mobile has placed a hold on the account in order to prevent further collection activity and to allow for Mr [redacted] to remit payment and bring his account to a current statusMr [redacted] can make a payment by contacting Customer Care at 800-937-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 Brandon M [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

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 14, 2015, regarding the above-referenced accountT-Mobile regrets any misunderstanding regarding T-Mobile’s Carrier Freedom reimbursementsOur records confirm that Ms [redacted] activated service with T-Mobile on August 23, As Ms [redacted] is aware, T-Mobile will now reimburse consumers’ early termination fees up to $per line and provide account credits of up to $per device tradat the time of their activation – for up to ten lines of serviceTo be eligible for this offer, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier detailing the final device charges if on an equipment installment plan, or specific descriptions for the early termination fees assessed to T-Mobile at www.switch2t-mobile.com, within two months of activationIt is important to note that once the submission is received, it can take up to eight-weeks for the reimbursement to be approved and mailed to our customersAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityOn December 2, 2015, T-Mobile records confirm that a refund in the amount of $was sent to Ms [redacted] T-Mobile is currently working with Ms [redacted] , in obtaining her final billing statement from her previous carrierUpon receipt, T-Mobile will contact Ms [redacted] and apprise her of our reviewT-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased 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, INCSacny A [redacted] Executive Response

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 March 29, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] in regards to being charged for a phone that she returned T-Mobile records shows that on October 27, 2016, a handset replacement was ordered for Ms [redacted] ’s non-working handset, and it was shipped to her on November 24, Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time an exchange is processed Our records do not indicate that we received the non-working handset, as such, on January 7, 2017; Ms [redacted] was charged $for the non-return feeHowever on April 10, 2017, T-Mobile was able to locate the handset and applied an adjustment to Ms [redacted] ’s account in the amount of $leaving her balance reflecting the amount due of $This balance consists of monthly reoccurring charges, EIP monthly charges and applicable taxes and fees for the billing periods of February 2, through April 1, 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 Jimmie P [redacted] Executive Response

I am responding to the claim I made against T-mobile I was contacted on March and we reached a resolutionOn March we completed the credit for the amount owed

November 10, 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] , [redacted] , [redacted] , and [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 accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets any concerns Ms [redacted] may have experienced regarding her accountOur records confirm that Ms [redacted] activated account number [redacted] on May 13, The account currently has seven active lines of serviceOur records also indicate that Ms [redacted] activated account number [redacted] on February 12, 2007, with a single line of service ending in ***This account remained active until October 24, 2008, when it was cancelled for nonpaymentThe final billing statement for account number [redacted] was dated November 10, 2008, and reflected a balance owed in the amount of $for past due monthly access charges, late payment fees, and applicable taxesAs this balance remained outstanding, on December 14, 2008, T-Mobile referred the account to a third-party collection agency for collection of the balance owedPlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingT-Mobile records confirm that Ms [redacted] activated account number [redacted] on February 6, As of May 16, 2014, Ms [redacted] had a voice line of service ending in [redacted] and a mobile internet line of service ending in ***On November 11, 2014, Ms [redacted] used our rip (“EIP”) program to purchase a Samsung Galaxy Note handset and a Samsung Circle Bluetooth headsetMs [redacted] was not required to remit a down payment, and agreed to monthly installments in the amount of $for the Samsung Galaxy Note 4, and $for the Bluetooth headsetPlease note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseOn April 25, 2016, Ms [redacted] moved the mobile number ending in [redacted] to account number [redacted] However, the mobile internet line of service ending in [redacted] remained active on account number [redacted] The account remained active until July 13, 2016, when it was cancelled for nonpaymentAs there was an active EIP at the time of cancellation, the remaining balance was assessed to the final billing statementMs [redacted] ’s final billing statement for the account was dated August 3, 2016, and was in the amount of $for past due monthly access charges, late payment fees, taxes, and the remaining EIP balanceAs this balance remained outstanding, on August 30, 2016, the account was referred to a third-party collection agency for collection of the balance owedA collection fee in the amount of $was assessed to the account, bringing the balance to $On September 12, 2016, a credit in the amount of $was issued to adjust the taxes, and an additional $was issued on October 16, 2016, reducing the balance owed to $Finally, T-Mobile records confirm that Ms [redacted] activated account no [redacted] on September 7, On September 7, 2015, Ms [redacted] used our JUMP! On Demand lease program to lease a Kyocera Hydro Wave handsetMs [redacted] agreed to an month lease, with monthly payments in the amount of $At the end of the month period, the device would need to be returned to a T-Mobile retail store, or Ms [redacted] could remit payment for the purchase option price and retain possession of the handsetAs of October 15, 2015, the account had a voice line of service ending in [redacted] and a mobile internet line of service ending in ***On October 15, 2015, Ms [redacted] used our JUMP! On Demand lease program to lease a Samsung Galaxy Note handsetMs [redacted] agreed to an month lease period, with monthly payments in the amount of $At the end of the month period, the device would need to be returned to a T-Mobile retail store, or Ms [redacted] could remit payment for the purchase option price and retain possession of the handsetIf the service was cancelled prior to the end of wither of the month lease periods, the full remaining lease amount and purchase option price would be due on the final billing statementOn April 25, 2016, the voice line of service was moved to account number [redacted] However, the mobile internet line of service was not moved, and remained active until May 7, 2016, when it was cancelled at Ms [redacted] ’s requestThe final billing statement for account number [redacted] was dated June 8, 2016, and was in the amount of $for past-due monthly access charges, late payment fees, remaining lease payments, and purchase option pricesOn July 20, 2016, a credit in the amount of $was issued to the account to adjust previously-billed taxes, reducing the balance owed to $As this balance remained outstanding, on August 30, 2016, T-Mobile referred the account to a third-party collection agency for collection of the balance owedIn an effort to amicably resolve Ms [redacted] ’s concerns, on November 10, 2016, T-Mobile issued a credit to account number [redacted] in the amount of $167.99, closing the account with a zero balanceA credit in the amount of $was issued to account number [redacted] on November 10, 2016, and it remains closed with a zero balanceOn November 10, 2016, a credit in the amount of $was issued to account number [redacted] , closing it with a zero balanceAdditionally, T-Mobile has removed all three accounts from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding these debtsPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeMs [redacted] ’s account number [redacted] remains active, with a balance of $T-Mobile recommends that Ms [redacted] contact Customer Care at 800-937-or visits http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruptionT-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

January 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 January 5, 2017, regarding the above-referenced accountWe regret any inconveniences Mr [redacted] may have experienced in regards to the charges on his account and we appreciate the opportunity to review and address his concernsUpon review of Mr [redacted] ’s account, we have confirmed that he received a Signal Booster on June 6, 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 homeOur Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performancePlease note that the Signal Boosters are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the accountWe have confirmed that Mr [redacted] canceled services with T-Mobile on September 26, T-Mobile has confirmed that Mr [redacted] ’s final bill incurred charges in the amount of $This amount included a past due balance of $106.94, the monthly recurring charges, fees and taxes for the bill cycle spanning from August 28, to September 27, 2016, in the amount of $146.97, and the Signal Booster non-return fee in the amount of $On October 11, 2016, T-Mobile’s Customer Care department applied one time courtesy credits in the amount of $On December 10, 2016, Mr [redacted] made a payment for the remaining past due amount and final monthly recurring charges in the amount of $177.28, leaving remaining balance of $for the Signal BoosterAt this time, we have reviewed the return tracking number provided to the customer and confirmed that it has been received at the T-Mobile warehouseWe have credited the Non-Return Fee in the amount of $leaving the account with a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCHope P [redacted] Executive Response