T-Mobile USA

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am o.kwith this resolutionThanks to Revdex.com, without you, I will have to deal with them for even longer time to get this resolved Thank you, Revdex.com I did spent considerable amount of time dealing with T-Mobile to resolve this issue within the days time period before your help Everyone I called, online chatted and spoke with told me not that same as what Diana specified in the letter They said I am eligible to be unlocked and will sent me the unlock email I had to wait to hours to get the email Unfortunately, all the emails (multiples) either said "insufficient information to unlock" or "I need to have days of service", which I did fulfill If they have trained their person well, it shouldn't cause me all the problem Also, I was never told that when I change a personal owned and paid off phone that used by another T-mobile owner for more than years and supposed to be unlocked already, the phone would be locked again until I pay additional $starting from the use of this personal paid used phoneAfter all, it is our paid off phone which I have the T-Mobile email from previous owner stating it is T-mobile unlocked phone I also inserted the sim at T-mobile store, too No one at the store told me that I may have to fulfill the $requirement, either So, buyer beware, if anyone bought or have an "unlocked" phone, just insert T-mobile sim card and it works, they may come back to ask you to meet the "so call" "$requirement Even if you paid for the phone without owning them anything Sincerely, [redacted] ***

October 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 28, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] with respect to his Samsung Galaxy Note handsetAs has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyWe certainly apologize if one of our employees failed to follow that process for Mr [redacted] On October 3, 2016, in an effort to amicably resolve this matter, T-Mobile offered to close out Mr [redacted] ’s original Galaxy Note installment plan balance in the amount of $and to send him a new Galaxy Note handset with free overnight shipping which will be shipped between the dates of October 3, 2016, to October 10, Mr [redacted] was satisfied with this offer as a resolution to his concernsPlease note that the new Galaxy Note will be under an Equipment Installment Plan which will reflect the full cost of $being charged the amount of $a month for months and the 21st and final monthly charge being $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCesar R [redacted] Executive Response

Thank you for handling this matter T-Mobile contacted me and we have resolved the problem

June 26, 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 16, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Ms [redacted] ’s newest correspondenceAs you are aware, Ms [redacted] ’s documentation did not reflect an itemization of the final equipment balances or early termination fees, therefore her request for reimbursement was declined for the mobile number ending in Additionally, T-Mobile is unable to confirm the traof the LG Ghandset at the time of Ms [redacted] ’s purchase of her LG Ghandset Upon further investigation, T-Mobile determined on the mobile number ending in 6421, Ms [redacted] tradan Apple iPhone Plus Gold 16GB handsetAs the billing statement did not reflect a balance owed on that particular handset, Ms [redacted] ’s account was approved for a handset trareimbursement in the amount of $Records confirm that on April 25, 2017, T-Mobile sent Ms [redacted] a prepaid Visa card in the amount of $ In an effort to amicably resolve the matter, on June 26, 2017, T-Mobile issued a prepaid refund card in the amount of $562.00, for the remaining LG Glease balanceMs [redacted] should expect receipt of the card within ten business days from the date of processingShould Ms [redacted] wish to discuss this matter further, she may contact me directly at the number listed below 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 Diana J [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 All though in the business response to agree to provide me the hand sets free, they didn't admit that that they employees miss lead me and create all this problem, I want to make sure to be thankful for the outcome onot this matter but at the same time to let know to other t-mobile customers that the store on enchanted Parkway in the city of federal way in the state of Washington and pretty bad reading the promotions they offer and to explaining it to you, and this cause the custumers to have extra charges and at the end they don't do anything to fix the issue but just to say I am sorry I mess up but I can't do anything about it Sincerely, [redacted] ***

Date Sent: 5/17/4:22:PM May 17, FILED ELECTRONICALLY Bureau ServiceRevdex.com ofAlaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 9, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate that [redacted] is an authorized user of the accountT-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Mr [redacted] had anything but a Un-Carrier experience while working with our teamOur records reflect that on May 12, 2017, T-Mobile attempted to contact Mr [redacted] via phone and email to discuss his account concerns but we were unsuccessfulOn May 15, 2017, Mr [redacted] responded to our email requesting additional account information, which T-Mobile responded to the same day and requested for an appropriate time to contact him to discuss any additional concernsUnfortunately, we had not yet heard back from Mr [redacted] regarding an appropriate time to contact him despite our follow up attempts to reach himPlease note that T-Mobile has made a final attempt to reach Mr [redacted] both by phone and email today, May 17, 2017, unfortunately, these attempts were also unsuccessfulWe will continue to work with Mr [redacted] to ensure that his concerns are fully address and respectfully request that he contact me directly at the number listed belowBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank 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, INCChristina S [redacted] Executive Response

March 31, 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 March 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding T-Mobile appearing on his credit reportMr [redacted] indicated on December 1, and January 23, 2017, T-Mobile inquiries appeared on his credit reportT-Mobile cannot locate an account under Mr [redacted] ’s information activated on these dates T-Mobile has requested the inquiries be removed from Mr [redacted] ’s credit reportPlease note that it may take up to days for Mr [redacted] ’s credit report to reflect the changeHere is the contact information for the three major credit bureaus: • TRW/Experian PO Box Allen, TX 75013- (888) 397-• Equifax PO Box Atlanta, GA (800) 525–• Transunion PO Box Fullerton, CA (800) 680- Fax (714) 447– 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 Jennifer G [redacted] Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced accountWe are glad to report that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfaction T-Mobile is delighted that Mr [redacted] chose T-Mobile to be his wireless service providerPlease be assured that we make every effort to provide complete and accurate information to our customersWe apologize if Mr [redacted] feels that this was not his experience when recently discussing the activation of service and cost of our SIM Card Starter Kits On April 7, 2017, T-Mobile contacted Mr [redacted] to discuss his concernsAt this time Mr [redacted] let us know that he had not activated a T-Mobile account yetIn an effort to amicably resolve this matter, on April 9, 2017, T-Mobile completed Mr***’s account activation and mailed Mr [redacted] two SIM Cards Starter Kits directly from our office at no cost to him Mr***’s newly activated account number [redacted] was placed under military suspension on April 9, 2017, pursuant to Mr***’s requestT-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience he may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

July 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 July 3, 2017, regarding the above-referenced account T-Mobile regrets any Samsung Galaxy SBOGO promotion concerns Mr [redacted] has experiencedFrom May 12, 2017, through May 24, 2017, eligible customers who purchased a qualifying Samsung Galaxy Sor Samsung Galaxy SPlus on an Equipment Installment Plan (“EIP”) and activated at least one new line on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a Galaxy Sfor free after a $rebate T-Mobile records indicate that on May 16, 2017, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy SPlus handsetsAccordingly, Mr [redacted] was asked to remit a down payment in the amount of $and agree to a series of 24-monthly installments in the amount of $At the time of Mr [redacted] ’s purchase, he was subscribed to the Simple Choice North America Unlimited Talk Text and 10GB of Data rate planPlease note that this is not a qualifying rate plan for the above-referenced promotion Nevertheless, on July 5, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $toward Mr [redacted] ’s above-referenced EIPMr [redacted] currently has one remaining EIP for a Samsung Galaxy SPlus handset with a remaining balance of $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC William B [redacted] Executive Response

July 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 2, 2015, regarding the above-referenced accountT-Mobile made several attempts to contact [redacted] regarding her correspondence to your office via phone, which have proven unsuccessfu [redacted] Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number providedThe account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care hours a day at [redacted] Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter furthe [redacted] T-Mobile regrets any inconvenience to [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 the address below or [redacted] Very truly yours, T-MOBILE USA, INCAida A [redacted] Executive Response

November 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 28, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile accountT-Mobile records confirm that on August 24, 2011, Ms [redacted] activated her mobile numbers ending in [redacted] and ***, at which time she agreed to keep her service active for monthsMs [redacted] was also subscribed to our now grandfathered promotional Classic Family Unlimited Talk and Text rate plan for $per monthMs [redacted] was also provided with handsets at a substantial discount in exchange for her 24-month agreementMs [redacted] ’s contractual obligation ran from August 24, 2011, through August 24, On August 26, 2013, Ms [redacted] canceled her mobile number ending in ***, when she transferred her mobile number to another service providerOur records indicate that on August 26, 2016, Ms [redacted] contacted Customer Care to request her PIN number because she was transferring her mobile number to another service providerThere are no notations of a cancellation request for her mobile number ending in ***Our records further indicate that on September 9, 2013, Ms [redacted] created a payment arrangement to pay $on September 20, 2013, and regretfully the payment failed on September 21, On October 7, 2013, Ms [redacted] ’s account was canceled for non-paymentOn October 19, 2013, Ms [redacted] made a payment in the amount of $We regret any inconvenience to Ms [redacted] regarding her cancellationMs [redacted] ’s final account balance was $389.84, which consisted of her monthly access charges from August 4, 2013, through October 6, 2013, $for prior restore from suspension fees, and applicable taxesT-Mobile provided Ms [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on December 7, 2013, T-Mobile transferred Ms [redacted] ’s account to a third party collection agencyBetween the dates of December 7, 2013, and October 15, 2016, Ms [redacted] ’s account was transferred to several different collection agencies and is now with Enhanced Resource CentersIt is T-Mobile’s position that the balance is validHowever, in an effort to amicably resolve this matter, on November 1, 2016, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s accountIn addition, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeMs [redacted] accepted this as a resolution and her account remains canceled with a zero balanceT-Mobile regrets any inconvenience to Ms [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

August 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 c***pondence dated August 1, 2017, regarding the above-referenced account Please be advised that T-Mobile has resolved Ms***’ concerns to her satisfaction T-Mobile regrets any concern Ms [redacted] may have experienced regarding her account Please be advised that T-Mobile takes Customers health and well-being very seriously and recommends that any customers experiences difficulties with their handsets or accessories to contact Customer Care or the respecting manufacture for immediate assistance T-Mobile records confirm that on September 19, 2015, Ms [redacted] purchased a Samsung Galaxy Gear S smartwatch on T-Mobile’s Equipment Installment Plan (“EIP”) option in which she agreed to monthly installments of $ T-Mobile does not reflect a record of Ms [redacted] reporting an issue with her Samsung Galaxy Gear S smartwatch until April 30, which was the first time this was brought to T-Mobile’s attention As the device was outside of the provided month warranty Customer Care referred Ms [redacted] to Samsung for further review of her Samsung Galaxy Gear S device Please note that at the time of purchase of Ms***’ Samsung Galaxy Gear S smartwatch she also activated a Mobile Internet (“MI”) line of service ending in to be able to use the smartwatch as a standalone device It is important to note that as of the date of activation the MI line has been subscribed to T-Mobile’s $OnDemand MI plan which is credited every month making it free for having her voice lines of service on the same account Please be advised that on October 15, 2015, Ms [redacted] activated a second MI line of service on T-Mobile’s OnDemand MI plan option with a mobile number ending in Per our conversation with Ms [redacted] on August 3, 2017, she explained that this is the date she was offered a free tablet with the activation of a MI line of service Regrettably, T-Mobile records confirm that at the time of activation of the MI line ending in such offer did not exist and respectfully declines Ms [redacted] request for a tablet or a refund for the MI line of service as the line has not been billed due to receiving a monthly credit for being subscribed to the OnDemand MI plan option Ms [redacted] also requested that the MI line of service ending in be canceled which was processed that same day for her and agreed to continue with the MI line of service which she is aware does not have a monthly recurring cost due to the service it is subscribed to On November 1, 2015, T-Mobile records confirm that Ms [redacted] purchased two Samsung Galaxy Note screen protectors on T-Mobile’s EIP option agreeing to monthly installments of $per screen protector Ms [redacted] reported that she only purchased one and that the second was not authorized Although T-Mobile records confirm two screen protectors were purchased, T-Mobile closed the remaining EIP balance of $for the remaining EIP balance of one of the screen protectors and applied a $account credit to Ms [redacted] account to refund her for the billed installments Please be advised that from July 22, through August 31, 2016, T-Mobile offered its Un-carrier Summer Smartphone On Us offer which offered new and existing customers subscribed to our T-Mobile ONE rate plan, a select free smartphone after a monthly EIP bill credit T-Mobile records confirm that on July 24, 2016, Ms [redacted] purchased a Samsung Galaxy Jhandset, a qualifying smartphone, on T-Mobile’s EIP option agreeing to monthly installments of Regrettably, as Ms [redacted] was not and has not been subscribed to our T-Mobile ONE rate plan, she has been denied the monthly EIP credit making her Samsung Galaxy Jhandset free However in an effort to amicably resolve this matter on August 3, 2017, T-Mobile closed the remaining EIP balance of the Samsung Galaxy Jhandset of $and applied a credit to Ms***’ account in the amount of $to refund her for the billed installments leaving a remaining balance of $due by August 13, 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 attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

July 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 19, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her closed T-Mobile accountMs [redacted] activated her account on November 12, 2012, at which time she agreed to keep her service active for monthsMs [redacted] then requested cancellation of her service on November 12, As this was prior to the agreed upon terms, Ms [redacted] was assessed a $early termination fee on the final billing statementIt is T-Mobile’s position that the early termination fee is validAdditionally at the time of Ms [redacted] ’s cancelation, her Equipment Installment Plan which was established on October 7, 2013, for her Blackberry Curve was billed in full as she elected to cancel prior to the payoff of her installment planMs [redacted] ’s final billing statement included the payoff of $for her Blackberry CurvePlease note, on October 5, 2013, account notations support that Ms [redacted] was informed that she would be purchasing the Blackberry Curve for $168.00, however the cost would be placed on Equipment Installment Plan which provided monthly payment for installmentsWe regret any confusion to Ms [redacted] As such, Ms [redacted] ’s final balance was in the amount of $which included her final EIP amount owed, her early termination fee and unpaid monthly recurring charges for services rendered from October 27, 2014, through November 1, As Ms [redacted] ’s balance is considered valid, and payment was not received her account was referred to an outside collection agency on February 18, It is T-Mobile’s position that the balance is validIn an effort to amicably resolve this matter, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMartin G [redacted] Executive Response

December 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 3, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with his accountT-Mobile records confirm that on September 24, 2016, we mailed Mr [redacted] a 4G LTE Cellspot coverage deviceThis device was provided to Mr [redacted] without a depositIt is important to note that if coverage devices are not returned upon cancelation of service, there is a $non-return fee that is assessed to the accountFurther records confirm that on October 23, 2016, Mr [redacted] cancelled his T-Mobile accountOn November 21, 2016, a non-return fee totaling $including tax was assessed to Mr***’s account for the coverage deviceFinally, T-Mobile records confirm that on December 2, 2016, Mr [redacted] spoke with our Customer Care team and during this conversation we located the coverage device in our warehouseAs such, on December, 2, 2016, a credit of $was applied to Mr***’s account for the coverage device non-return feeThis credit reduced Mr***’s account balance to zeroAs such, Mr***’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

November 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 28, 2016, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letterPlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to release any account information to Mr***; however we have attempted contact with Mr [redacted] to discuss the Mobile Device Unlock code request and requirementsThe account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-T-Mobile’s Executive Office would like the opportunity to work with Mr [redacted] to attempt to provide him with a satisfactory resolution regarding his request for the Mobile Device Unlock Code’s for the two Apple iPhone devices that were purchased at Best-BuyIt is important to note that Mobile Device Unlock Codes are available to customers who meet our eligibility requirements such as: • The account must be in good standing• There has to be continuous usage of the device for at least seven days• An unlock code for the same line of service cannot be provided within a day window• Only two unlock codes per line of service are provided in a month period• The device should be sold through T-Mobile or a T-Mobile authorized dealerMr [redacted] may contact me at the below number when he has the opportunity to discuss the referenced devicesT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLupe C [redacted] Executive Response

June 20, 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 12, 2017, regarding the above-referenced account T-Mobile regrets any inconveniences Ms [redacted] may have encountered in her efforts to resolve this matter as we understand the value of her timeT-Mobile appreciates the feedback Ms [redacted] has provided which allows us to take the necessary steps to improve future customer experiences On June 20, 2017, T-Mobile’s Executive Response Team spoke with Ms [redacted] to discuss her choice of replacement deviceAn order was placed for a Samsung Galaxy SOrchid Gray handset via Equipment Installment Plan (“EIP")Ms [redacted] understands she must accept the terms of the EIP agreement, which include a $down payment plus sales tax that will be applied to the upcoming billing statementAlso on June 20, 2017, T-Mobile issued a $credit which will be applied to upcoming billing statements until it has been depleted Ms [redacted] will return her Samsung Galaxy Jhandset to T-Mobile’s executive response team at: T-Mobile USA, Inc Attn: Liana Menaul Blvd NE Albuquerque, NM T-Mobile suggests Ms [redacted] use a traceable carrier and that she keep the tracking number for her recordsT-Mobile also asks that Ms [redacted] include the charger along with a note with her name and account information to ensure the return is processed timelyOnce T-Mobile has received the device, and confirmed it is in good working condition with no physical or liquid damage, we will revisit Ms***’s account to close the EIP associated with the device and waive the remaining balance in full Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***I will personally visit BBC OFFICE on 33rd st in Newyork by the following week to bring in all my documents/ recipes of all lease agreements and bills I've paid also proof of returns of the iPhones and the completed purchase of iPhone black if I returned the iPhones for an upgrade I should be paying the extra amount of the iPhones plus it seems to me they start from amount when it's an upgrade and the other iPhones where returned to T-Mobile factory so I think in my best interest is to submit to BBC THE PROOF so you may have a better understanding and if I'm in the wrong I will apologize but so far everyone I've explained my situation says T-Mobile is overcharging me and when you return the old iPhones for an upgrade you should be paying balance because I've already paid for those iPhones and gave it back and upgraded now I'm paying in installments like I never had those iPhoneif it's like that I shouldn't have sent it back to T-Mobile I hope you understand what I'm trying to say

April 19, 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 11, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountPlease be advised that the above file number references a complaint to your office that was resolved on December 12, T-Mobile regrets any ongoing concerns Ms [redacted] has with her rate plan and her attempts to contact the Executive OfficeWe make every effort to contact our customers at their preferred contact method and time and we apologize that we were not initially able to make contact with Ms [redacted] ; however, on April 18, 2017, we were successful in reaching her T-Mobile regrets any continued concerns Ms [redacted] experienced in regards to the billing on her T-Mobile accountAs mentioned on our correspondence dated April 4, 2017, under file number [redacted] the billing statement dated March 23, 2017, reflected a total balance owed in the amount of $Please note that $was considered past dueMs [redacted] was assessed monthly access charges in the amount of $for services rendered from March 23, 2017, through April 22, 2017, as well as, the Lease payments and EIP installments Please note that T-Mobile records reflect payments totaling the amount of $were made from March 24, 2017, to April 3, 2017, resulting in an updated balance of $In an effort to amicably resolve Ms [redacted] ’s concerns T-Mobile applied a one-time $credit to Mr [redacted] ’s account further reducing his balance to $which is due on April 15, Based on our findings, it is T-Mobile’s position that Mr [redacted] is being billed correctly for his selected rate plan, features and equipmentAdditionally, in a gesture of good will T-Mobile has applied an executive collection hold to his account until April 30, T-Mobile regrets any inconvenience to Mrand Ms [redacted] and we appreciate their business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, regarding the above-referenced accountPlease note Ms [redacted] is Mr [redacted] ’s mom who has also has been designated as an authorized user of the account 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 Mr [redacted] ’s recent visit to our sales office T-Mobile records confirm that on April 23, 2017, Ms [redacted] went to a T-Mobile store and was advised that she could not place a JUMP! upgrade handset order because her LG Gwas not working and instead was sold a ZTE at full price without an Equipment Installment Plan (EIP)On April 29, 2017, Ms [redacted] returned the device and accordingly was charged a $restocking fee Upon speaking with Mr [redacted] , he stated that he had contacted the store to advise that Ms [redacted] was bringing in the LG Gto file a claim with the insurance company to be able to perform a JUMP! handset upgrade to a new deviceOn May 5, 2017, Ms [redacted] was able to perform the JUMP upgrade from the LG Gby processing a claim and the remaining EIP for the LG Gwas closedWe regret if Mrand Ms [redacted] was provided with any misinformation In an effort to amicably resolve this matter, on May 9, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] ’s account for his restocking feeMr [redacted] accepted this as a resolutionAs of May 9, 2017, Mr [redacted] ’s account reflects a credit balance of $that will go towards his next billing statementT-Mobile regrets any inconvenience to Mr [redacted] regarding this matter 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 Ligia 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 I will accept the conditions that are beforeHowever, if T-Mobile does not follow through on their promises, I will reopen a case Sincerely, [redacted] -***