T-Mobile USA

December 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 December 7, 2016, regarding the above-referenced accountPlease note that we have been unsuccessful in gaining contact with Ms [redacted] As such, T-Mobile will make every effort to address and resolve Ms [redacted] ’s concerns within this letterT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her billing and account maintenance concernsWe appreciate the opportunity to respond to this matterT-Mobile records confirm that Ms [redacted] ’s billing statement dated July 2, 2016, carried a total balance due of $Please note that Ms [redacted] was assessed charges for monthly access, and applicable taxes and fees for service between July 3, 2016, and August 2, Our records reflect that on July 25, 2016, Ms [redacted] remitted a $paymentT-Mobile records confirm that Ms [redacted] ’s billing statement dated August 2, 2016, carried a total balance due of $Ms [redacted] was assessed charges for monthly access, and applicable taxes and fees for service between August 3, 2016, and September 2, Please note that Ms [redacted] ’s current statement charges were due in full by August 23, T-Mobile records indicate that on August 9, 2016, Ms [redacted] cancelled her mobile numbers ending [redacted] and [redacted] when she ported them to an alternate service providerMs [redacted] ’s billing cycle runs from the 3rd of one month to the 2nd of the followingPursuant to T-Mobile policy, customers who cancel service mid-cycle may be assessed charges through the end of their current billing cycleAccordingly, Ms [redacted] was assessed charges through September 2, It should be noted that Ms [redacted] ’s account remained active as her mobile numbers ending [redacted] and [redacted] were not ported to another service provider, or cancelled by Customer CareAs such, Ms [redacted] ’s account continued to incur monthly access chargesT-Mobile records confirm that Ms [redacted] ’s billing statement dated September 2, 2016, carried a total balance due of $Please be advised that $was considered past dueMs [redacted] was assessed $in current statement charges for monthly access, and applicable taxes and fees for service between September 3, 2016, and October 2, Please note that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by September 23, T-Mobile records confirm that Ms [redacted] ’s billing statement dated October 2, 2016, carried a total balance due of $Please be advised that $was considered past dueMs [redacted] was assessed $in current statement charges for monthly access, and applicable taxes and fees for service between October 3, 2016, and November 2, Please note that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by October 23, Please be advised that our records confirm that on October 13, 2016, Ms [redacted] ’s account was suspended due to her payment delinquencyT-Mobile records confirm that Ms [redacted] ’s billing statement dated November 2, 2016, carried a total balance due of $Please be advised that $was considered past dueMs [redacted] was assessed $in current statement charges for monthly access, and applicable taxes and fees for service between November 3, 2016, and December 2, Please note that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by November 23, T-Mobile records confirm that Ms [redacted] ’s billing statement dated December 2, 2016, carried a total balance due of $it should be noted that as Ms [redacted] ’s account was previously suspended, her account received a $creditPlease be advised that Ms [redacted] ’s account balance was due in full by December 23, Upon review of Ms [redacted] ’s account, our records do not indicate that she has utilized services for the previous three billing periods on her remaining lines of serviceAlthough it is T-Mobile’s position that Ms [redacted] ’s remaining account balance is valid and owed, on December 8, 2016, T-Mobile absolved her of her current account balance by issuing a one-time $courtesy creditPlease be advised that Ms [redacted] ’s account remains active with a zero balanceShould Ms [redacted] wish to cancel her account, we encourage her to contact me at the number listed below or to contact Customer Care at (800) 937-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, INCJason A [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] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 14, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to a hard T-Mobile credit inquiry on her credit report Please be advised that all customers applying for new service with T-Mobile are required to have a credit checkIn order to run a credit check, customers are required to provide a social security number and a government issued identificationT-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements T-Mobile records reflect that Ms [redacted] contacted T-Mobile on April 12, 2017, to gather information about having a T-Mobile accountPlease note that T-Mobile does not have Ms [redacted] ’s information to run a hard credit inquiry, however our records confirm that Ms [redacted] provided the needed information to have a hard credit inquiry ran to verify if she would qualify for services T-Mobile has requested to have the credit inquiry processed on April 12, 2017, to be deleted from Ms [redacted] ’s credit reportPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeT-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 Juan B [redacted] Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 14, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her monthly billing and Carrier FreedomPlease 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 to Ms [redacted] during her recent contact with our Customer Care T-Mobile records indicate Ms [redacted] activated her account on June 3, with our T-Mobile One taxes included rate plan at a rate of $for the lines ending in [redacted] and *** The line ending in [redacted] was billed $per month as an additional line for the account Each line was billed $per month for the Bring Your Own Device (BYOD) insurance bundle The monthly estimated charges after insurance are $ Starting May 31, and for a limited time only, [redacted] customers who port over to T-Mobile as part of Carrier Freedom are eligible to do so without having to give up their phone [redacted] customers can keep their current phone and use it on the T-Mobile network when meeting all of the following requirements The customer must activate new service on a voice line (or add a line) with T-Mobile (pomust happen after taking the EIP screenshots) ,bring one of the following devices: Apple iPhone SE, 6s, 6s Plus, 7, Plus, Google Pixel or Pixel XL, enroll in the $BYOD insurance, and submit for reimbursement within days of activation Upon speaking with Ms [redacted] she was advised that the monthly rate would be $after all lines and insurance Ms [redacted] stated that she preferred not to pay that balance and would like to transfer service to another provider In an effort to offer an amicable resolution Ms [redacted] was advised that her final billing statement would adjusted after cancellation The account was cancelled July 20, The final statement will process after the cycle close date of August 4, Please be advised that Ms [redacted] was provided a total of $1,in reimbursements under the above listed promotion We have found the appropriate credits for the final bill received from Ms [redacted] ’s previous carrier were provided However, as an additional courtesy to Mr [redacted] an additional credit of $was applied directly towards Ms [redacted] ’s T-Mobile billing statement from June 5, to July 4, The credit covered the monthly installment billed from her previous provider for the month prior to her transfer to T-Mobile The account currently reflects an adjusted balance of $ 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 Jessica G [redacted] Executive Response

May 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 12, 2017, regarding the above-referenced accountPlease be advised that [redacted] is an authorized user on the business account [redacted] *** T-Mobile regrets any inconvenience Ms [redacted] has experiencedPlease note that T-Mobile takes account security very seriouslyStandard T-Mobile security requirements are the party contacting T-Mobile must be an authorized user on the account and provide the last four of the tax identification number for a business accountPlease note customers are able to create and require a password as an additional security measure if they would likeIf a customer has forgot their password T-Mobile will send a one-time pin to one of the phones on the account which must be verified prior to resetting the passwordIt is important to note in a T-Mobile retail store an authorized user may also present their government issued ID to gain access to an accountAt this time T-Mobile has no additional security measures available T-Mobile records confirm that on April 8, 2017, a person identifying themselves as [redacted] verified the one-time pin and added the $unlimited data featurePlease note this feature was later removed on April 27, 2017, by Ms [redacted] In review of the account, T-Mobile records confirm that proper security procedures were followedAdditionally, T-Mobile was unable to substantiate Ms [redacted] ’s claim that call records were released at a retail store In regards to Ms [redacted] ’s concerns regarding the billing on her account, her most recent billing statement dated May 3, 2017, did not have any additionally prorated charges just the addition of the $data feature referenced above in addition to her standard monthly recurring charges which consisted of the following: • $for the Business Simple Choice Unlimited Talk, Text, Plus Data Lines rate plan • $for three lines of the Premium Handset Protection for the mobile numbers ending in [redacted] • $for the unlimited data feature with 6GB of mobile hotspot on the mobile number ending in [redacted] referenced above • $for unlimited data feature with 2GB of hotspot for the mobile number ending in *** • Applicable taxes and fees • $in Equipment Installment Plan charges for the three Apple iPhone 6s Plus devices and Alcatel One touch Pixi purchased in December of In an effort to amicably resolve this matter, on May 19, 2017, T-Mobile applied a credit in the amount of $toward the accountMs [redacted] ’s account now reflects a remaining balance of $which represents her remaining charges from the billing statements dated April 3, 2017, and March 3, T-Mobile regrets any inconvenience this may have cuaused 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 Zachary S [redacted] Executive Response

July 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 23, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms***T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraudA review of the account indicates that billing statements were sent to an address associated with Ms*** T-Mobile records indicate an account was created on February 24, 2014, with a Simple Choice Value Unlimited Talk and Text for lines ending in [redacted] and [redacted] for $per month plus applicable taxesThe line ending in [redacted] and [redacted] were also subscribed to the GB data services for $each per monthAdditionally, both lines of service were enrolled in the $insurance bundleBased on credit criteria a deposit of $was collected for the line ending in [redacted] and a deposit of $was collected for the line ending in ***Also on February 24, 2014, an Equipment Installment Plan (“EIP”) was initiated for two LG Nexus devices with a monthly payment of $for each device The billing statement for the billing period from May 2, 2014, through June 1, 2014, generated with a balance in the amount of $and included monthly service charges and applicable taxes as well as a non-return fee in the amount of $for an insurance claim filed March 27, The billing statement for the billing period from June 2, 2014, through July 1, 2014, generated with a balance of $620.69, which included the past due of $T-Mobile records indicate the last date of use for the account was June 29, 2014, as the account was suspended for non-paymentThe billing statement for the billing period from July 2, 2014, through August 1, 2014, was adjusted $for the period of non-usage and updated the balance to $ On August 28, 2014, the account was cancelled for non-payment as no further payments were received on the accountThe final billing statement for the billing period of August 2, 2014, through September 1, 2014, generated with the past due balance of $and included accelerated charges for the two LG Nexus devices at $for each, totaling $On September 5, 2014, the account deposits of $were released and impacted the balance owedThe final billing statement which was due on September 22, 2014, reflected a balance of $ As payment was not received the account was forwarded to a third party collection agency on September 28, 2014, with a balance of $As of June 6, 2015, the account was assigned to Enhanced Resource Center In an effort to offer an amicable resolution upon speaking with Ms [redacted] the account was adjusted $The account currently reflects a zero balanceShould Ms [redacted] have any further questions in regards to the collections information she may contact Enhanced Resource Center at 800-501-T-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 Jessica G [redacted] Executive Response

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 4, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile accountT-Mobile records confirm that on August 15, 2016, Mr [redacted] activated his T-Mobile account with his four mobile numbers ending in [redacted] ***Mr [redacted] was subscribed to our Simple Choice Family Unlimited Talk, Text, and Data 10GB lines for $per monthEach additional mobile number after the first two lines of service was charged $per line of serviceMr***’s monthly access charges were $before applicable taxesAt the time of activation, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdge and accessoriesBased on a promotion at the time of Mr***’s purchase, he was not required to make a down payment; however, he agreed to a series of monthly installments in the amount of $Our records indicate that on August 18, 2016, Mr [redacted] canceled his mobile number ending in ***Accordingly, on August 16, 2016, T-Mobile applied a courtesy credit of $to Mr***’s account for his monthly EIPs because Mr [redacted] returned his Samsung Galaxy SEdge during his equipment return periodOur records indicate that on August 16, 2016, T-Mobile refunded Mr***’s original credit card used at the time of purchase in the amount of $This is due to the restocking fee of $that Mr [redacted] was charged for returning his Samsung SsmartphonePlease be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comAdditionally, on August 22, 2016, T-Mobile applied a courtesy credit of $to Mr***’s account for services not renderedOn September 2, 2016, Mr [redacted] purchased three Samsung Galaxy J7’s using his EIPBased on a promotion at the time of Mr***’s purchase, he was not required to make a down payment; however, he agreed to a series of monthly installments in the amount of $Mr [redacted] took advantage of our, “Best Family Plan with Samsung Galaxy Phones on Us Promotion.” Customers who sign up for Select Family Match rate plan can qualify for free Samsung Onor Samsung Jon us by receiving monthly EIP bill creditsRegretfully, Mr [redacted] did not qualify as he was not on a Family Match rate plan as mentioned aboveWe regret any misinformation to Mr [redacted] regarding our promotionOn September 4, 2016, Mr [redacted] canceled his mobile numbers ending in [redacted] ***Mr [redacted] is left with his mobile number ending in [redacted] and is subscribed to our T-Mobile One rate plan for $per monthThis rate plan provides unlimited talk, text, and 4G data speedsAs of September 11, 2016, Mr***’s account reflects a zero balanceHowever, in an effort to amicably resolve this matter, on September 11, 2016, T-Mobile is offering Mr [redacted] to return his equipment to my attention in exchange for a full refundThe handset can be mailed to me at the following address: T-Mobile USA, IncAttn: Ligia M [redacted] c/o Executive Response P.OBox Albuquerque, NM 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, battery, charger, and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned (such as a missing charger or battery), a $restocking fee will be deducted from the credit offered aboveIf the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr [redacted] and the EIP balance will then be considered validIt is important to note, Mr [redacted] must have the equipment post marked for return no later than October 11, 2016, to take advantage of this offerT-Mobile regrets any inconvenience to Mr [redacted] regarding this matterBased 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, INCLigia M [redacted] Executive Response

May 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] had concerns with our previous response and that were previously unable to reach each other T-Mobile provided Ms [redacted] with a detailed explanation of her billing via email Ms***’s monthly rate for service is $per month for her two lines of service that are subscribed to our Simple Choice North American Unlimited Talk, Text and Data (with up to 2GB of high-speed data per line of service) Ms***’s mobile number ending in [redacted] subscribes to the optional GB Data and Hotspot feature for $per month, which brings her service cost to $per month Each of Ms***’s mobile numbers subscribe to the optional Device Protection insurance feature for $per mobile number per month, which brings your cost to $per month; with insurance Finally, Ms [redacted] has a lease for an Apple iPhone handset for the mobile number ending in ***; which is $per month Ms***’s monthly billing statement totals $per month before taxes and fees T-Mobile confirmed that Ms [redacted] is being billed accurately for the services that she subscribes to Ms***’s account received courtesy credits toward the cost totaling $since the account was activated and another courtesy credit in the amount of $was issued to the account on February 9, On January 18, 2017, T-Mobile received a payment of $207.79, which was applied to the account for services rendered through January 27, The charges on the billing statement dated January 27, reflect a new balance of $for services billed through February 27, (please note that this billing statement amount was prior to Ms***’s current rate plan changes) In February 9, 2017, credits in the amount of $were issued to the account to cover the final lease installment balance, $of the adjustment was a courtesy credit toward the disputed account charges and four previous billed installments were adjusted The billing statement February 27, shows a new balance of $190.45, which had charges for the previous rate plan and new rate plan The balance was due no later than March 20, The billing statement dated March 27, reflects a total balance due of $and of this balance, $was past due The new charges total $157.80, which are the rates that T-Mobile discussed previously with Ms*** On April 27, 2017, a courtesy credit was applied to the account in the amount of $toward the charges on the billing statement dated February 27, The adjustment left a revised account balance in the amount $ The revised balance of $was the amount for services provided from January 28, through March 27, On April 28, 2017, T-Mobile received a payment in the amount of $ As of May 2, 2017, Ms***’s account balance is $163.39, which includes a $late payment fee Ms***’s account recently re-added AutoPay to the account and the balance is scheduled to be paid via AutoPay on May 18, Ms [redacted] responded to our email and agreed to remain active with us and did not have additional questions regarding our billing explanation aboveHowever, if Ms [redacted] has additional concerns she may contact me on my number below or via email T-Mobile appreciates Ms***’s business and we regret any inconvenience that she may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

March 29, 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 17, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] in regards to not receiving the promotions for Black Friday Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Ms***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account Additionally, From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms***, who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms [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 that these requirements must be met throughout the terms of the Equipment Installment Plan (“EIP”) T-Mobile records show that on November 27, 2016, Ms [redacted] took advantage of the promotions mentioned above when she purchased an Apple iPhone 128GB and an Apple iPhone 32GB Plus using EIPMs [redacted] also added two new lines of service to take advantage of the Friends and Family lines On Us promotion Please be advised that due to an inadvertent error, the purchase date for the iPhones and the activation date of the new lines did not match the timeframe of the promotion therefore Ms [redacted] was not receiving her monthly credits for the promotions mentioned above In order to amicably resolve the matter, on March 22, 2017, T-Mobile contacted Ms [redacted] and offered to remove the remaining EIP for the Apple iPhones and add the discount for the free line to her mobile number ending in [redacted] and mobile number ending in *** Additionally, T-Mobile offered a credit in the amount of $towards Ms***’ account to cover the amount of money that she had paid due to not receiving the promotionIn conclusion, Ms***’ account now reflects a credit balance in the amount of $295.00, and she no longer owes on the Apple iPhone 7’s that were purchasedMs***’ rate plan cost will be $per month for four lines of service on T-Mobile One UnlimitedMs [redacted] accepted this offer as full resolution to all her concerns 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

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 12, 2016, regarding the above-referenced 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 contact with Customers Care T-Mobile records indicate that on June 23, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG G Pad tablet 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 installments Based on her personal credit history at the time of Ms [redacted] ’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price Ms [redacted] then agreed to a series of monthly installments in the amount of $ T-Mobile records indicate that Ms [redacted] requested to return the LG G Pad tablet on July 6, and have the mobile number ending in canceled on July 23, Due to an inadvertent system error, the LG G Pad tablet continued to be billed to Ms [redacted] ’s account Upon further review, T-Mobile placed credits totaling $to Ms [redacted] ’s account for previously billed EIP charges for the LG G Pad tabletAdditionally, T-Mobile removed the EIP for the LG G Pad tablet on March 18, On May 18, 2016, May 20, 2016, and May 24, the mobile numbers ending in ***, ***, and [redacted] were canceled when they were ported to another carrier Ms [redacted] ’s billing cycle ran from the 25th of one month to the 24th 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 May 24, Please be advised that this left a final mobile number ending in [redacted] remaining active on the account Please note active customers are able to view their account online at www.myt-mobile.com, however once the account has been closed the ability to access the account online is no longer available T-Mobile records confirm that the mobile number ending in [redacted] was canceled on August 5, pursuant to Ms [redacted] ’s requestAdditionally, T-Mobile placed credits totaling $to Ms [redacted] ’s account to reflect one line of service being billed since May 25, Ms [redacted] ’s account balance is in the amount for monthly service charges from May 25, through August 24, 2016, and equipment installment plan charges plus applicable taxes In an effort to amicably resolve this matter, T-Mobile will follow up on Ms [redacted] ’s account on August 30, and apply credits in order to ensure her account is closed with a zero balance Ms [redacted] has accepted this as resolution to her concerns 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 Christopher R [redacted] Executive Response

June 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding his accountT-Mobile records indicate that on January 19, 2009, Mr [redacted] activated three mobile lines of serviceAt the time of activation, Mr [redacted] agreed to a month commitment for the three lines of service through January 19, Please note that if canceled at any time prior to the service agreement end date an early termination fee of up to $plus applicable taxes would be assessed per line T-Mobile records indicate that on May 15, 2011, Mr [redacted] requested a rate plan change, which required a month contract renewalHowever, T-Mobile records indicate that when the rate plan change was completed, Mr [redacted] changed his mind and requested a reversal of the rate planHowever, due to an inadvertent error the month contract was not reversed Furthermore, on December 17, 2012, Mr [redacted] ’s account was cancelled when he ported his mobile numbers to another service providerT-Mobile provided Mr [redacted] with his final billing statement dated December 19, 2012, reflecting a balance of $524.77, due on January 11, This balance consisted of the monthly recurring charges for services rendered from November 19, 2012, through December 18, 2012, early termination fees, taxes and feesIt should be noted that because Mr [redacted] ’s contract had less than six months to be finalized, he was only charged an early termination fee of $per line of service As the account remained past due on March 19, 2013, Mr [redacted] ’s account was referred to West Asset Management for collection attempts at which time a collection fee of $was assessed to Mr [redacted] ’s account bringing the balance to $In addition, T-Mobile records indicate that between August 26, 2015, and August 31, 2015, credits in the amount of $were applied to Mr [redacted] ’s account reducing the balance to $Thereafter, on December 14, 2016, Mr [redacted] ’s account was reassigned to Convergent Outsourcing IncFinally, please note that T-Mobile records do not reflect that Mr [redacted] ’s account did not reflect a balance of $1,at any time Nevertheless, in an effort to amicably resolve this matter on May 31, 2017, T-Mobile credited Mr [redacted] ’s account the amount of $bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience to MrMr [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

February 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 February 5, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Mr [redacted] and his wife regarding her recent visit to a local T-Mobile retail store Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comAs stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).” Based upon the above, it is our position that the restocking fee assessed when Mr [redacted] returned his device on February 4, is valid However in an effort to amicably resolve this matter, T-Mobile applied a bill credit on February 4, in the amount of $to Mr [redacted] ’s account In a further effort to amicably resolve this matter, on February 6, T-Mobile applied an additional credit to Mr [redacted] ’s account in the amount of $As such, Mr [redacted] has received a bill credit totaling $Mr [redacted] has a credit balance of $which will be applied to his next bill due on February 28, Please 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 Mrand Mrs [redacted] ’s recent visit to our retail location 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 Martin G [redacted] Executive Response

Tell us why here May 25, FILED ELECTRONI**LLY 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 8, 2017, regarding the above-referenced account T-Mobile regrets Mr [redacted] ’s concerns regarding his account billingReview of Mr [redacted] ’s account indicates that mobile numbers ending in ***, ***, ***, ***, ***, ***, ***, [redacted] and [redacted] were subscribed to our grandfathered $Simple Choice Unlimited Talk and Text rate plan T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr [redacted] ’s account when the five mobile numbers ending in ***, ***, ***, ***, and [redacted] were moved to a new customer’s accountA COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account Upon the completion of the COR, mobile numbers ending in ***, ***, *** and *** remained active on Mr [redacted] ’s accountMr [redacted] ’s account continued on the above mentioned price plan as the promotional Two Lines for $price plan he had requested was grandfathered and therefore no longer available With regards to Mr [redacted] ’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headsetFurther records confirm that on March 18, 2017, Mr [redacted] transferred mobile number ending in *** to another service providerFurthermore, on the same date Mr [redacted] contacted our Customer Care team and requested cancellation of mobile numbers ending in ***, [redacted] and ***Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr [redacted] ’s account without his consentAs such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $to Mr [redacted] ’s account for the cost of the Samsung VR headset As Mr [redacted] requested, on April 7, 2017, mobile number ending in ***, and [redacted] were cancelledOn April 12, 2017, Mr [redacted] contacted Customer *Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same dateUpon cancellation On May 9, 2017, Mr [redacted] ’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellationIn an effort to amicably resolve this issue, T-Mobile applied a credit of $to Mr [redacted] ’s account to bring his outstanding balance to zeroAs such, Mr [redacted] ’s account remains closed 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 [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 spoke to Oscar T***, an executive at T-Mobile, and he stated that the remaining dollars incurred along with the international charges, will be credited by 4/22.I kindly request for the case to remain open until T-Mobile credits the remaining balanceOscar explained that he was unable to credit the remaining immediately because they fall under different cycles.I have made payments for the $listed by Oscar, as this was regular charges that I do accept Sincerely, [redacted]

May 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 May 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms [redacted] satisfactionT-Mobile records indicate that on May 4, 2016, Ms [redacted] contacted T-Mobile’s Technical Support regarding her data not workingIt was determined that this matter was coverage relatedIt should be noted that T-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Ms [redacted] ’ account and based on the coverage map, confirms that her account address is in an excellent coverage area however, this is a congested area thus causing the above mentioned data issuesAs such, T-Mobile is erecting a new tower in Ms [redacted] ’ area to elevate the data issueThe previously mentioned tower is projected to be completed within the next six monthsIn an effort to amicably resolve this matter, T-Mobile reached out to Ms [redacted] on May 11, 2016, and placed a credit on her account in the amount of $that is the equivalent of six months of data chargesAfter the above mentioned credit was applied to Ms [redacted] ’ account it left a credit balance of $-Ms [redacted] accepted this offer as resolutionBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours, T-MOBILE USA, INCJames H [redacted] Executive Response

July 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 July 11, 2017, regarding the above-referenced accountPlease be advised T-Mobile has resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced regarding her accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with our Customer Care Our records confirm on July 4, 2017, a billing statement generated in the amount of $178.00, which included a past due balance of $and new charges of $84.00, which included monthly access charges, a payment arrangement fee and late fee and was due by July 23, On July 17, 2017, in an effort to amicably resolve this matter, T-Mobile applied account credits to Ms [redacted] ’s account in the account of $updating her total balance owed to $ Ms [redacted] indicates that she is not able to use her service with her handsetWe regret any coverage issues Ms [redacted] experiencedAs of July 19, 2017, our engineering team confirmed her service should be working as expected at her homeIf Ms [redacted] continues to experience any difficulties with the service, we request that she contact Customer Care to provide details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments 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

May 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No***T-Mobile [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2018, from Mr [redacted] regarding the above-referenced account Please be advised that the account holder of record is Ms [redacted] and that she has designated Mr [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr [redacted] experienced regarding the above-referenced account In Mr***’s correspondence, he indicated that a handset was recently purchased on the account, at which time handset protection was added to the line of service without authorization The JUMP! handset protection feature may be added to the account within days of a qualifying event Qualifying events include:• Activation with EIP;• Add a line with EIP;• Handset upgrade with EIP; or• Warranty Exchange with EIP.Our records confirm that on April 7, 2018, our Equipment Installment Plan (“EIP”) program was used to purchase an Apple iPhone Plus for the line of service ending in A down payment in the amount of $was required, and the remaining balance was to be paid in monthly installments in the amount of $ Our EIP program was also used to purchase an Apple iPhone Plus on the line of service ending in A down payment in the amount of $was required, and the remaining balance was to be paid in monthly installments in the amount of $ At the time of the handset purchase, our JUMP! handset protection feature was added to the line of service ending in 4950, at a monthly cost of $15.00.Our records confirm that on April 26, 2018, the JUMP! handset protection feature was removed from the line of service ending in Upon receipt of Mr***’s correspondence, T-Mobile reviewed the above-referenced account, and confirmed that none of the lines of service are subscribed to handset protection In Mr***’s correspondence, he indicated that handset protection had also been added to lines of service previously Our records confirm that the line of service ending in was previously subscribed to handset protection as well, but the feature was removed as of November 3, 2017.Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the charges However, in an effort to amicably resolve Mr***’s concerns, on May 7, 2018, T-Mobile issued a credit to the account in the amount of $for previously billed handset protectionThe account remains active, with a credit balance of $ T-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 attention Should you have any further questions, please feel free to contact me at 877-290-ext341-7995.Very truly yours,T-MOBILE USA, INC.Chris P***Executive Response

Tell us why here August 23, 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 10, 2017, 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 his concerns within this letter T-Mobile regrets any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to address his concernsT-Mobile records confirm that as of July 27, 2017, Mr [redacted] is subscribed to our T-Mobile ONE, promotional rate plan, which for $75.00, provides one line with unlimited talk, text, and data at up to 4G/LTE speeds depending on device capabilityOn that same date the rate plan for the mobile internet line ending in [redacted] was also updated to the LineLink rate plan which for $15.00, provides unlimited calling and a landline-like experience for customers with T-Mobile LineLink Home Phone Adapters On August 15, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Sdevice and a Samsung Galaxy Tab E deviceAccordingly, Mr [redacted] agreed to a series of monthly installments in the total amount of $38.34; $for the Samsung Galaxy Sdevice and $for the Samsung Galaxy Tab E device Between August 5, 2016, and August 18, 2016, T-Mobile offered new and existing customers who purchased an eligible Samsung smartphone on EIP and a Samsung Tab E on EIP with a 1GB or higher Mobile Internet plan, a monthly EIP bill credit for the full cost of the tablet over the month financing periodIt is important to note that this offer included monthly credits to cover the cost of the tablet, not its line of serviceT-Mobile records indicate that due to an inadvertent error Mr [redacted] has been receiving a monthly credit of $only instead of $In order to amicably resolve Mr [redacted] ’s concern T-Mobile will offer to cover the difference of the $per month charge incurred from August to this date with a total account credit of $and also close the ongoing financial installment for the Samsung Galaxy Tab E device as well as credit the charges incurred for the mobile internet line of service for a total credit of $Please note that going forward the line of service will continue to be charged its full monthly recurring charge unless removed In regards to the Samsung Galaxy Sdevice, the monthly payments are $These are the terms Mr [redacted] agreed to at the time of purchase when the terms and conditions for the month financial installment were presentedT-Mobile respectfully declines to credit the monthly cost of the Samsung Galaxy Sdevice 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 Mr [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

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 25, 2016, regarding the above-referenced accountWe are pleased to report that Ms [redacted] s concerns have been addressed and resolved to her satisfactionT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her handset functionality and billing concernsWe appreciate the opportunity to respond to this matterT-Mobile records indicate that on November 24, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy ShandsetEIP 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 installmentsPlease be advised that Ms [redacted] was not required to remit a down payment for this purchase; however, she agreed to a series of installments in the amount of $added to her monthly billing statementAll customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease be advised that should a customer elect to remit an early payment to their EIP via our online my.t-mobile.com tool, or via Customer Care, any payment made will first impact any open balance owed on the account; should there not be an open balance due, the payment will post to the account and act as a credit balance, and on the following billing statement the accelerated EIP amount will post against the creditIt is important to note that EIP payments may be made with our Customer Care, My.T-Mobile.com or via our Retail LocationsPayments remitted in Retail Locations will immediately impact the EIP balancePlease be advised that T-Mobile records confirm that Ms [redacted] s billing statement dated August 4, 2016, carried a total balance of $Please note that Ms [redacted] was assessed $in current statement charges for monthly access, EIP, and applicable taxes and fees for service between July 5, 2016, and August 4, Ms [redacted] s current statement charges were due in full by August 25, T-Mobile records reflect that on August 19, 2016, Ms [redacted] elected to pay off her EIP for her Samsung Galaxy Shandset via her my.t-mobile.com online accountPlease be advised that the remaining balance of Ms [redacted] s Samsung Galaxy Shandset was $As Ms [redacted] s account had an open balance, her $payment made to pay off her handset was applied against her open balance of $Accordingly, Ms [redacted] s account balance was updated to reflect that $remained due by August 25, It should be noted that Ms [redacted] s accelerated amount of $was billed to her account and was scheduled to impact her following billing statementT-Mobile records reflect that on August 31, 2016, Ms [redacted] remitted a $paymentAccordingly, Ms [redacted] s account balance updated to reflect that $remained as a credit balanceT-Mobile records reflect that Ms [redacted] s billing statement dated September 4, 2016, carried a total balance due of $Please be advised that Ms [redacted] was assessed $in current statement charges; $was associated with the payoff of her Samsung Galaxy ShandsetAs Ms [redacted] s account held a credit balance of $leading to this billing period, her current statement charges were reduced to $92.64, which was due in full by September 25, T-Mobile records reflect that Ms [redacted] remitted a $payment on September 30, Please be advised that Ms [redacted] s billing statement dated October 4, 2016, carried a total balance due of $Please note that Ms [redacted] was assessed charges for monthly access, EIP, and applicable taxes and fees for service between September 5, 2016, and October 4, Ms [redacted] s current statement charges were due in full by October 25, T-Mobile records reflect that on October 11, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Plus handsetPlease note that Ms [redacted] was required to remit a down payment of $for this purchaseMs [redacted] also agreed to a series of monthly installments in the amount of $added to her subsequent monthly billing statementsPlease be assured that T-Mobile takes account security seriouslyT-Mobile’s account verification policy states that if a customer contacts Customer Care, the assisting T-Mobile representative must verify the Account Holder’s name, and last four of their respective Social Security Number unless a special password is requested and designated by the account holderIt is important to note that when customers contact Customer Care by dialing from their handset or by dialing our Customer Care line at 800-937-8997, our Interactive Voice Response system will prompt the customer to verify the mobile number and last four of their Social Security NumberShould a customer not have a password set up, when they reach a representative they should be asked to verify their nameOnce the account verification process is completed with Customer Care, the assisting representative may provide the assistance needed to resolve the customer’s concernIt should also be noted that should a call need to be migrated from our Customer Care Department to a specialized team for additional support and handling, additional account verification may need to be completed in order to continue with advanced assistanceUpon further review of Ms [redacted] s account, our records reflect that on October 19, 2016, she contacted Customer Care and participated in troubleshooting efforts pertaining to her connection concernsOur records reflect that Ms [redacted] remitted a $payment on October 30, Accordingly, Ms [redacted] s account balance was updated to reflect a zero balance duePlease be advised that on October 31, 2016, T-Mobile contacted Ms [redacted] regarding her concernsIt should be noted that Ms [redacted] confirmed that she was able to correct her connection concerns upon additional troubleshooting she completedIt is important to note that T-Mobile explained Ms [redacted] s billing history with respect to her EIP payoff and advised her of additional methods in remitting payment to satisfy open EIP agreements in the futureFinally, as a gesture of good-faith, and as a courtesy to Ms***, T-Mobile offered to apply a one-time $credit to her accountMs [redacted] accepted this offer as a resolution to her concernsPlease be advised that Ms [redacted] s account remains in an active status with a $credit balance, which will be used to reduce future monthly billingPlease 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 contact with our Customer CareBased 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, INCJason A [redacted] Executive Response

March 22, 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 March 10, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] has been designated as an authorized user of the account We are pleased to report that upon speaking with Mr***, he confirmed that T-Mobile had resolved this matter to his satisfaction T-Mobile regrets any concerns that Mr [redacted] has experienced regarding our “iPhone Trade-Up” offeringPursuant to the Terms and Conditions of the T-Mobile “iPhone Trade-Up” offer, customers who tradan eligible iPhone device were given the opportunity to acquire an iPhone 32GB at no costPlease note that this promotion carried a total promotional value of $In order to qualify for the promotion, the iPhone 32GB had to be purchased using our Equipment Installment Plan (“EIP”) offering and a qualifying handset had to be traded in to T-MobileIn addition, it is very important to note that the promotional value was provided in two separate payouts, TraValue and Monthly Promotional CreditsPlease note that promotional credits are applied as long as customers continue to meet qualifications for the offer, including keeping the account active T-Mobile records indicate that between September 13, and September 14, 2016, Mr [redacted] purchased two Apple iPhone handsets on an EIPAt that time, our records confirm that Mr [redacted] opted to trahis two iPhone 6s handsets, for an estimated travalue of $each, to be entered as an account credits upon receipt and inspection of the handsets at our warehousePlease note that customers are furnished with a return mailing label to return their trahandsets to T-Mobile within days of upgrade It is important to note that only one of the two tradApple iPhone 6s devices has been received to the T-MobileAlthough the trareceived was within the allotted time period and free of liquid or physical damage, the handset had the “Find my iPhone” application enabled which T-Mobile cannot remove and with it enabled, Mr [redacted] would be able to track his device, even without being the current ownerAs such, the handset is ineligible to receive the iPhone Traoffer However, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile has waived the remaining $1,EIP balance for the two above mentioned iPhone handsetsPursuant to a conversation with Mr***, he confirmed that this matter had been resolvedT-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 Alberto V [redacted] Executive Response

September 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 September 2, 2017, regarding the above-referenced account We are pleased to inform you that T-Mobile contacted Ms [redacted] and addressed her concerns to her satisfactionWe regret any inconvenience to Ms [redacted] regarding her account balances and we appreciate the opportunity to address her concerns T-Mobile records indicate on September 3, 2016, Ms [redacted] ’s account was activated with two lines of service and was enrolled in our T-Mobile ONE rate plan at $per month (taxes included) Please note, Ms [redacted] was also enrolled in our AutoPay feature and as such she received a $discount per line of service to bring her price of her rate plan down to $per month However, should AutoPay be removed, the discounts will cease to be applied Ms [redacted] took advantage of our Equipment Installment Plan (“EIP”) to purchase the following devices devices: On October 15, 2016, Ms [redacted] purchased an Apple iPhone 5S Gold 16GB device priced at $Ms [redacted] remitted a payment of $as down payment and agreed to monthly installments of $each On March 11, 2017, Ms [redacted] purchased an Apple iPhone SE 16GB Gold device priced at $and agreed to installments of $each Additionally, Ms [redacted] had subscribed to the optional JUMP! features at $per month for each line of service Altogether, Ms [redacted] ’s monthly recurring charges were of $per month Please note that Ms [redacted] ’s account was billed by a system known as “bill current” This means that charges for Ms [redacted] ’s rate plan were billed in advance of the service being provided and became due within that billing cycle If during that billing cycle Ms [redacted] ’s account had any usage charges, such as international calling or reconnection fees, the respective charges would be reflected on the next month’s statement Ms [redacted] ’s billing cycle started on the 5th of the month and closed on the 4th of month and had a due date of the 25th of the prior to the start of the new bill cycle Although Ms [redacted] remitted payments to her account, they were never for her balance in full and as such, the account continued to carry a balance to the next billing statementA review of Ms [redacted] ’s last three months of service show that the charges for the billing cycle ending on May 4, were a total of $which included two $reconnection fees for a previous service interruption for non-payment on April 13, At that time, Ms [redacted] had left a past due balance of $from the previous billing statement and as such, the total was of $due on May 25, 2017, which went unpaid After, the monthly recurring charges for the services rendered through June 4, were of $which included a late fee charge of $(includes taxes) and along with the past due, the total was $and was due on June 25, For this balance Ms [redacted] remitted the following payments: On June 11, 2017, Ms [redacted] remitted a payment of $ On June 14, 2017, Ms [redacted] remitted a payment of $ On June 29, 2017, Ms [redacted] remitted a payment of $to leave a revised past due balance of $ A new billing statement was produced for the services rendered through July 4, in the amount of $and along with the past due, it was then a total of $due on July 25, For these charges, Ms [redacted] remitted a payment of $on July 9, On July 15, 2017, a payment of $was remitted which left a balance of $due on July 25, On July 19, 2017, Ms [redacted] cancelled her account by porting out her numbers to another service providerA such, a final billing statement was produced which included the accelerated EIP charges, two reconnection fees of $each and a late fee of $plus taxes for a total of $ Along with the past due balance of $336.30, Ms [redacted] ’s final balances was a total of $and was due on August 25, On August 30, 2017, as Ms [redacted] ’s account remained outstanding after cancellation, it was referred to a third party collection agency We regret any inconvenience to Ms [redacted] regarding this matter In our conversation with Ms [redacted] , T-Mobile explained the aforementioned charges and provided her with copies of her billing statements at no additional charge Ms [redacted] accepted the explanation of her charges as resolution to her concerns Ms [redacted] ’s account remains cancelled with a balance of $and is currently assigned to Receivable Performance Management (“RPM”) as the third party collection agency designated to collect on the balances owed Should Ms [redacted] wish to remit her payment, she may contact RPM at 866-367-at her convenience 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 Sal O [redacted] Executive Response