T-Mobile USA

Complaint: [redacted] I am rejecting this response because: She called one day and the line got disconnected and I haven't head anything from this lady till nowAs far as the watch I didn't get the watch but I did inquire about it in store and they didn't have anyThe next time I inquired about it was when my account was over $and they told me I needed to make a paymentI'm still not understanding how I'm paying $per line and it was suppose to be a family plan with the military discountThis representative has my number and hasn't used it sinceI want my money back on my card or the next step is my lawyer.Sincerely, [redacted]

March 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] L [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 12, 2018, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that [redacted] and [redacted] are one and the same T-Mobile regrets any continued concerns Ms [redacted] experienced regarding the final balance on her accountPlease be advised that as mentioned in our previous correspondence dated February 14, 2018, T-Mobile investigated this matter and found that the Change of Responsibility (“COR”) for Ms [redacted] ’s mobile number ending in was processed on August 19, As of that date, Ms [redacted] was no longer financially responsible for the mobile number ending in Please be advised that at the time of the COR, T-Mobile offered the new customer the ability to take over any Equipment Installment Plan (“EIP”) that was associated with the line being transferredPlease note that an email was sent to the new customer with the new EIP agreement for their accountRegretfully, as the new EIP agreement was not accepted by the new customer, Ms [redacted] remained responsible for the full final balance of any EIP associated with the line It is important to note that mobile number ending in was the last remaining line on the account, once the COR was completed that account was then canceled in fullPlease be advised that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase Upon speaking with Ms [redacted] on February 27, 2018, T-Mobile has advised that she has been billed correctlyT-Mobile has respectfully declined Ms [redacted] 's request to have negative reporting removed as T-Mobile considers that balance validMs [redacted] requested for us to contact her daughter at mobile number ending in at a later time that dayPlease note that T-Mobile did contact MS [redacted] ’s daughter; regretfully, she was unable to speak at the timePlease note that T-Mobile did make a second attempt at a later time to contact Ms [redacted] ’s daughterRegretfully, T-Mobile was unable to reach Ms [redacted] ’s daughter in our second attempt Upon speaking with Ms [redacted] on March 14, 2018, T-Mobile has explained again to Ms [redacted] that she has been billed correctly as the email for the EIP transfer was not accepted she remained responsible for the final balance of the handset Please be advised that T-Mobile does not report directly to credit bureaus; however, the third party collection agency assigned to the account mayMs [redacted] may contact Diversified Consultants Inc(“DCI”) directly at 877-550-to review payment optionsT-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-ext341- Very truly yours, T-MOBILE USA, INC Juan [redacted] Executive Response

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 12, 2016, regarding the above-referenced accountPlease be advised, this account is under Business name [redacted] and [redacted] is designated as the only point of contactT-Mobile is pleased to report that this matter has been resolvedT-Mobile regrets any frustration to Mr [redacted] in regards to his data concerns and being billed by T-Mobile after he cancelled serviceOn November 11, 2015, Mr [redacted] activated Mobile Broadband service with T-Mobile, qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LTE Mobile Hotspot ZMr [redacted] agreed to a series of monthly payments in the amount of $Please be advised, Mr [redacted] had an active phone line with T-Mobile prior to activating the Mobile Broadband serviceMr [redacted] agreed to a two-year contract through April 28, 2016, upon activation of the phone lineOn November 24, 2015, T-Mobile generated a billing statement with the due date December 16, 2015, in the amount of $for services rendered, taxes and fees from November 24, 2015, to December 23, and $for EIP on the LTE Mobile Hotspot ZOn November 25, 2015, Mr [redacted] opted for our gigabyte (“GB”) data plan for $a monthPlease note, prior to this change Mr [redacted] had a GB plan and our records cannot confirm that he used over the allotted amount of GB to warrant a change to our GB planOn December 24, 2015, T-Mobile generated a billing statement with the due date of January 16, 2016, in the amount of $which included the amount of $for service rendered, taxes and fees from December 24, 2015, to January 23, 2016, the past due balance of $50.56, and $for EIP on the LTE Mobile Hotspot ZPlease be advised, on January 16, 2016, Mr [redacted] cancelled his phone line by porting to another company and was charged an Early Termination Fee of $Mr [redacted] did not contact T-Mobile to cancel his Mobile Broadband service, as a result this line remained activeOn January 24, 2016, T-Mobile generated a billing statement with the due date of February 16, 2016, in the amount of $which included the past due balance of $129.56, $early termination fee, $for services rendered, taxes and fees from January 24, 2016, to February 23, 2016, and $for EIP on the LTE Mobile Hotspot ZOn February 24, 2016, a billing statement was generated with the due date of March 16, 2016, in the amount of $which included the past due balance of $321.19, $for services rendered, taxes and fees, and for EIP on the LTE Mobile Hotspot ZOn March 10, 2016, T-Mobile cancelled Mr***’s account due to non-payment, and on March 24, 2016, a billing statement was generated with the due date of April 16, 2016, in the amount of $which includes the past due balance of $and $in accelerated device charges for the LTE Mobile Hotspot ZOn April 20, 2016, T-Mobile spoke with Mr [redacted] and agreed to reduce his final cost to $202.16, in order to resolve this matter amicablyMr [redacted] agreed and remitted a payment in the amount of $making his newly revised balance zeroBased 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

July 7, 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 June 27, 2017, regarding the above-referenced account We are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction We regret any inconvenience to Mr [redacted] regarding his recent device purchases and we appreciate the opportunity to address his concernsT-Mobile records indicate that on April 13, 2017, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP) program and placed an order a Samsung Galaxy SOrchid Gray handset priced at $ At the time, Mr [redacted] was required to pay $as a down payment as well as sale taxes and fees for a total of $out of pocket cost Later, on April 20, 2017, Mr [redacted] placed a new handset order a Samsung Galaxy SPlus Orchid Gray handset priced at $ Mr [redacted] was required to pay $total out of pocket cost which included a down payment of $as well as taxes and fees Further review of Mr [redacted] ’s account confirms that on May 17, 2017, Mr [redacted] returned the Samsung Galaxy SPlus Orchid Gray handset and in turn we closed the EIP associated with the device However, due to an inadvertent error, Mr [redacted] was not issued a refund after the handset return We regret any inconvenience to Mr [redacted] regarding the delay of his refund Additionally, T-Mobile confirmed we were in receipt of the Samsung Galaxy SOrchid Gray handset As such, on June 29, 2017, and a refund of $was processed back to Mr [redacted] ’s credit card In an effort to resolve Mr [redacted] ’s concerns, on June 30, 2017, T-Mobile applied the refund in the amount of $in the form of direct transfer to Mr [redacted] ’s bank account and advised Mr [redacted] it may take up to three business days to have the funds available Mr [redacted] accepted the refunds as resolution to his 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 Sal O [redacted] Executive Response

July 13, 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 3, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding her final billing and appreciates the opportunity to respond to her concerns T-Mobile records confirm that Ms [redacted] canceled her account on January 16, 2017, when she ported her mobile number ending in to another service provider Ms [redacted] ’ billing cycle ran from the 19th of one month to the 18th 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 January 18, A review of Ms [redacted] account confirms that her final bill consisted of a past due balance of $for monthly access charges and applicable taxes from November 19, 2016, through December 18, Additionally, Ms [redacted] was charged $for monthly access charges and applicable taxes from December 19, 2016, through January 18, totaling $ As a courtesy to Ms [redacted] , T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from January 16, through January 18, It is T-Mobile’s position that the aforementioned charges are valid and owed Please be advised that as Ms [redacted] ’ account remained in a financially delinquent status on April 19, 2017, the account was referred to an outside third party collection agency Diversified Consultants Inc., (“DCI”) where it currently resides Ms [redacted] ’ account was then assessed a one-time collection fee in the amount of $resulting in an updated balance of $ 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 T-Mobile regrets any inconvenience to Ms [redacted] Nevertheless, in an effort to amicably resolve Ms [redacted] ’ concerns, on July 10, 2017, T-Mobile applied an additional $credit in the form of a one-time bill credit leaving a balance of $ Ms [redacted] may contact DCI directly at 877-550-to make arrangements for payment 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 Andrew S [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 would like to personally speak to MsMaggie R [redacted] to be sure my bill is settled and will be the same each month I will set up a direct payment with her.Thank you 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 27, 2015, regarding the above-referenced accountT-Mobile regrets to inform that all contacts to Ms [redacted] have been unsuccessfulT-Mobile is more than happy to assist Ms [redacted] and we hope that she contacts us at the below number to ensure that her concerns are resolved to her satisfactionIn Ms [redacted] ’s correspondence she references that she received a text message regarding the EIP pay off for the Samsung Galaxy Sdevice; then being held responsible for the amount totaling $T-Mobile regrets any confusion this message may have causedT-Mobile will adjust Ms [redacted] ’s account for the EIP pay off which will be reflected on the October 14, 2015, billing statementOur records further indicate that a second adjustment of $was placed toward Ms [redacted] ’s account for the Samsung Galaxy Sdevice on the billing statement dated September 14, As referenced in our previous correspondence to your office, T-Mobile has two programs for equipment which are JUMP! and JUMP on DemandAs Ms [redacted] has advised and per our records, in August of 2015, Ms [redacted] purchased an Apple iPhone Plus using the JUMP! on Demand program where she agreed to a monthly payment of $per month for her deviceIn response to Ms [redacted] ’s concerns regarding the MCSA discount on her account, T-Mobile began to implement the requirement to recertify to receive the MCSA discount in early T-Mobile records confirm that on May 6, 2014, a notification was sent to all customers including Ms [redacted] Ms [redacted] was given over two months to submit the necessary documentation on our website www.t-mobile.com/verify; however T-Mobile did not receive the required documentsOur records indicate on July 23, 2014, Ms [redacted] ’s 12% Advantage Program discount was removed from her accountAs of today’s date, T-Mobile is yet to receive Ms [redacted] ’s required documentation; therefore we do ask that Ms [redacted] email me a copy of her most recent paystub and upon verification T-Mobile will apply the corporate discount to her accountMs [redacted] may send her documentation to [redacted] @TMobile.comIn an effort to amicably resolve Ms [redacted] ’s concerns; T-Mobile has placed a total credit of $in lieu of the last fifteen months that Ms [redacted] ’s was not receiving the MCSA discountThe approximate monetary amount Ms [redacted] was receiving monthly was $Ms [redacted] ’s account currently has a credit balance of $Please note, T-Mobile will need the requested documentation to successfully conclude her referenced MCSA concernsFinally, please be assured that T-Mobile makes every effort to be professional and courteous to our customers and we sincerely regret Ms [redacted] ’s negative interaction with our Customer Care team and the lack of follow throughT-Mobile will ensure that the feedback is provided accordinglyWe hope this resolution is acceptable to Ms [redacted] and invite her to call me if she has further concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCLupe C [redacted] Executive Response

Revdex.com: Hi, I recently filed a complaint about T-Mobile not having my device and I need to cancel that since they just now miraculously found my “lost” deviceCan you please cancel this? My name is [redacted] and I filed about [redacted] Thanks, [redacted] ***

April 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced accountPlease be advised that [redacted] is an authorized user on [redacted] ’s account T-Mobile appreciates the opportunity to respond to Mr [redacted] ’s concerns related to the billing on his T-Mobile accountT-Mobile records confirm that on November 18, 2016, Mr [redacted] activated mobile numbers ending in [redacted] and [redacted] and attempted to take advantage of the following promotions: • Friends and Family lines On Us; • LG G Pad On Us; • Fall LG Smartphone Offer As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not As Mr [redacted] activated mobile numbers ending in [redacted] and [redacted] during the promotional timeframe, he qualified for the Friends and Family Lines On Us promotionHowever, due to an inadvertent error, Mr [redacted] ’s promotional monthly credits were not applied to his account In regards to the LG G Pad On Us and Fall LG Smartphone Offer, T-Mobile records indicate that on November 18, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG G Pad X tablet and LG KhandsetAccordingly, Mr [redacted] was asked to make a down payment for taxes on the full retail price and agree to a series of monthly installments in the amount of $However, due to an inadvertent error, Mr [redacted] ’s account is only receiving promotional monthly credits for the LG Khandset On March 31, 2017, in an effort to amicably resolve this matter, T-Mobile enrolled Mr [redacted] ’s mobile numbers ending in [redacted] and [redacted] in our Friends and Family lines On Us promotionThese mobile numbers will receive automatic monthly bill credits to cover their monthly cost less any applicable taxes as long as Mr [redacted] does not cancel any of his mobile numbers or changes to a non-qualified rate planAdditionally, T-Mobile issued a credit in the amount of $for the cost for the two mobile numbers from November 18, through March 16, Furthermore, on April 7, 2017, T-Mobile issued a credit in the amount of $for the remaining EIP balance and EIP payments already made towards the above-mentioned LG G Pad X tabletAs of April 7, 2017, Mr [redacted] ’s account reflects a credit 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

June 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 June 15, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letter T-Mobile regrets any concerns Ms [redacted] experienced in regards to the final balance in her accountT-Mobile records reflect that on January 31, 2015, Ms [redacted] activated her account with one voice line of serviceOur records confirm that as of the time of activation, Ms [redacted] was subscribed to the Simple Choice Individual Unlimited Talk, Text, and 2GB’s of Data rate plan, which for $50.00, provided Ms [redacted] with unlimited talk, text and GBs of data at up to 4G/LTE speeds depending on device capabilityPlease note that Ms [redacted] elected to have the $Unlimited Data feature and the $Jump featureIt is important to note that all pricing mentioned above is prior to any applicable taxes and fees Additionally, our records confirm that on January 31, 2017, Ms [redacted] qualified for our Equipment Installment Plan (“EIP") offering with the purchase of an iPhone Plus 16GB handsetAccordingly, Ms [redacted] was asked to make a $down payment and agreed to a monthly installment of $If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes dueThis information is disclosed within the EIP agreement provided at the time of purchase Please be advised that Ms [redacted] ’s T-Mobile account was billed by a system known as “bill current.” This means that charges for her rate plan were billed in advance of the service being provided and become due within that billing cycleMs [redacted] ’s billing cycle ran from the 3rd of one month to the 2nd of the following month with a due date of the 23rd of the current billing cycle T-Mobile customers are eligible to receive a CellSpot Router with a $depositT-Mobile records reflect that a Cellspot router was assigned to Ms [redacted] and as of February 4, 2015, the router has been in useThis router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $before taxes non-return fee It is important to note that Ms [redacted] has carried over a past due balance dating back to the billing statement dated December 3, Ms [redacted] ’s billing statement dated December 3, 2015, reflected a total balance owed in the amount of $This balance consisted of a past due balance of $376.28, current charges in the amount of $for services rendered from December 3, 2015, through January 2, 2016, and a $restore from suspension fee T-Mobile records reflect a payment was received on December 5, 2015, in the amount of $376.28, reducing Ms [redacted] ’s balance to $Please note that on December 9, 2015, the payment received on was returned as unpaidAs such, the charges were one again posted to the account and Ms [redacted] ’s balance reflected $ Ms [redacted] ’s billing statement dated January 3, 2016, reflected a total balance owed in the amount of $This balance consisted of a past due balance of $508.59, current charges in the amount of $for services rendered from January 3, 2016, through February 2, 2016, a $restore from suspension fee, and a $late payment fee As no further payments were received, on January 12, 2016, T-Mobile fully suspended Ms [redacted] ’s account for non-payment, at which point she was no longer incurred monthly service chargesMs [redacted] ’s account was then canceled for non-payment on January 26, As Ms [redacted] ’s account was canceled, the final balance for the above mentioned EIP became dueAdditionally, a return kit was sent to Ms [redacted] for the return of the coverage device assigned to her account so as to avoid being assessed a non-return fee Ms [redacted] ’s billing statement dated February 3, 2016, reflected a total balance owed in the amount of $This balance consisted of a past due balance of $652.58, the final balance for the above mentioned EIP in the amount of $167.88, and credits totaling $for services charges after suspensions from January 13, 2016, through February 2, Please be advised that as T-Mobile had no records of Ms [redacted] returning the coverage device, on February 10, 2016, a $non-return fee including applicable taxes was assessed to Ms [redacted] ’s account increasing the balance owed to $1,Therefore, Ms [redacted] ’s billing statement dated March 3, 2016, reflected a total balance owed in the amount of $1, Due to continued non-payment, on February 28, 2016, Ms [redacted] ’s account was referred to a third-party collection agencyAfter unsuccessful attempts to collect, on March 4, 2016, the account was assigned to [redacted] , a third-party outside agency for the outstanding balance of $1,In conjunction with the attempts to collect the outstanding balance, the account was billed an outside collection fee of $219.11, bringing the balance on the account to $1,T-Mobile records reflect that Ms [redacted] ’s account was then referred to [redacted] an outside agency for collection of the outstanding balance of $1, Please be advised that T-Mobile has no records of receiving a letter from Ms [redacted] and based on the above; T-Mobile considers this balance to be valid and owedAccordingly, T-Mobile respectfully declines Ms [redacted] ’s request to have her balance waived It is important to note that T-Mobile has mailed Ms [redacted] a copy of her last three billing statements to the billing address on fileFinally, T-Mobile has notified ERC to cease and desist all collection efforts against Ms [redacted] However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this balanceT-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 Juan B [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 correspondence dated August 10, 2016, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Ms [redacted] concern to her satisfactionAs Ms [redacted] is aware, T-Mobile is always looking for innovative and affordable ways for our customers to get ahold of the latest and most popular devicesT-Mobile regrets any inconvenience Ms [redacted] our device promotions caused herOne of our most recent device promotions was our Samsung Tablet Bundle which stipulated that from April 6, 2016, to June 28, 2016, customers can receive up to 50% off the Samsung Tab A 8.0, the Tab S2, or the Tab E when they purchase select new Samsung phones and a new Samsung Tab A 8.0, Tab S2, or Tab E on our Equipment Installment Plan (“EIP”)Customers would receive a rebate as a prepaid MasterCard for up to 50% of the cost of the tablet (taxes not included) within eight weeks after submitting the rebateIf eligible, customer would receive the following rebates depending on the device purchased: for a Samsung Tab E a $rebate, a Samsung Tab A a $rebate or a Samsung Tab Sa $rebateTo be eligible for this offer, customers must: • Purchase a new eligible Samsung phone and a new Samsung Tab A 8.0, Tab S2, or Tab E on EIP within days of each otherEligible phones are Samsung Galaxy S6, Sedge, Sedge Plus, S7, Sedge, Note or Note Sign up for EIP and a plan on both phone and tablet;• Activate a new Mobile Internet line of service with 1GB of data or higher on tablet; and • Submit a rebate on t-mobile.com/promotions using promo code TABwithin days of purchasing the second deviceT-Mobile records indicate on June 17, 2016, Ms [redacted] took advantage of our EIP program to purchase a Samsung Galaxy Note 32GB black device and two Samsung Tab SBlack tabletsLater, on June 20, 2016, Ms [redacted] purchased two Samsung Galaxy S32GB devices and two Samsung Tab A tablets and on June 29, 2016, purchased a Note 32GB Black Sapphire device which makes it four eligible handsets and four eligible tabletsMs [redacted] also activated four Mobile Internet lines of service with at least 1GB of data as requiredAlthough Ms [redacted] met all qualifications for the rebate offers, due to an inadvertent error her rebate request was denied on July 3, T-Mobile regrets any difficulties Ms [redacted] experienced with her rebate requestFurthermore, Ms [redacted] also participated in our Buy an iPhone, get an iPhone SE for free which stipulated that from June 7, 2016, through June 23, 2016, postpaid customers who buy an Apple iPhone on an EIP can get a free Apple iPhone SE when they activate a new line of serviceTo be eligible customers must complete the following requirements: • Purchase any Apple iPhone on EIP and an Apple iPhone SE (GB) on EIP or at Full Retail Price on the same account; • Activate a new line on the same account to use with one of the EIPs; • Both device purchases and new line activation must have been completed within the promotional period; and • Submit a rebate on t-mobile.com/promotions using promo code JUNE16IPHONEBOGO within days of purchaseAfter submission, customer would receive a rebate of $which is equal to the value of the Apple iPhone SE device in the form of a prepaid card within eight weeks from submissionAs such, on June 17, 2016, Ms [redacted] used our EIP to purchase an Apple iPhone 6s Plus 16GB Rose Gold device and an iPhone SE 64GB Rose Gold device along with an Apple iPad Pro 32GB Rose Gold tabletOur records indicate that on July 4, 2016, Ms [redacted] rebate submission was received and is currently in the process of being approvedHowever, to resolve Ms [redacted] concerns amicably, on August 11, 2016, T-Mobile approved the following rebates: $for the two Samsung Tab A’s, $for the two Samsung Tab S2’s for a total of $in the form of prepaid cardAdditionally, we approved the $rebate to cover the cost of the Apple iPhone SE and an additional $for the Apple iPad Pro for a total of $rebateMs [redacted] accepted the rebates as resolution to her concernsPlease allow seven to ten business days for processing and deliveryBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSal O [redacted] Executive Response

Tell us why here October 27, 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 October 21, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile sincerely regrets any inconvenience Mr [redacted] has experienced during his tenure with T-MobileAs stated in our response to your office dated October 20, 2017, T-Mobile has issued a refund in the amount of $5.00, in an effort to reimburse Mr [redacted] for his SIM Starter KitIt should be noted that this refund was issued via prepaid debit card and should arrive at Mr [redacted] ’s residence via US Mail within ten business days of approvalOn October 25, 2017, T-Mobile contacted Mr [redacted] to advised of previous resolution and to allow ten business days to receive the aforementioned refund As such, Mr [redacted] agreed to the response provided on October 25, 2017, and advised matter was resolved to his satisfactionT-Mobile regrets any inconvenience caused 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 Sharon B [redacted] Executive Response

December 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] - [redacted] T-Mobile AcctHolder: [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 6, 2017, regarding the above-referenced accountT-Mobile records confirm that the account holder of record is [redacted] , and that [redacted] and [redacted] - [redacted] are one and the sameT-Mobile is pleased to confirm that we have fully resolved Mr [redacted] ’s concerns to his fullest satisfaction It is important to note that Mr [redacted] ’s account was billed with a system known as “Bill Current” and his billing cycle ran from 22nd of the month to the 21st of the following month, with payment falling on the 15thMr [redacted] started service on July 21, 2017, with the mobile number ending in [redacted] and was subscribed to the $T-Mobile One Taxes Included rate planAs such, Mr [redacted] ’s estimated monthly recurring charges totaled $prior to a $AutoPay credit Please note that on July 21, 2017, Mr [redacted] ’s account was enrolled in AutoPay using the bank card ending in** **AutoPay is a free feature that automatically deducts the balance owed on the account up to two days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayAs Mr [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the bank card provided On September 23, 2017, Mr [redacted] ’s billing statement was provided showing a balance of $The new charges totaling $included monthly access charges and AutoPay credit for services from September 23, 2017, through October 22, On October 13, 2017, Mr [redacted] made a payment of $through AutoPay, reducing the balance to zero On October 23, 2017, Mr [redacted] ’s billing statement was provided showing a balance of $The new charges totaling $included monthly access charges and AutoPay credit for services from October 23, 2017, through November 22, Payment was not received for this T-Mobile records confirm that on November 1, 2017, Mr [redacted] ported his line ending in ***, to another carrier, effectively canceling his line with T-MobileOn that same day, Mr [redacted] ’s AutoPay was removedAdditionally, on November 15, 2017, Mr [redacted] ’s payment in the amount of $was returned to the bank card, pursuant to his request for a refundOn November 23, 2017, Mr [redacted] ’s final billing statement was provided showing an outstanding balance of $158.67, which includes the above past due balance, and a one-time charge for the returned payment in the amount of $ On December 7, 2017, in an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile applied an adjustment in the amount of $159.67, bringing the account balance to zero and preventing Mr [redacted] ’s account from being referred to an outside collection agencyT-Mobile regrets any inconveniences 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 Ruby Q [redacted] Executive Response

July 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 26, 2016, regarding the above-referenced accountWe are sorry to hear that Mr [redacted] had concerns with his billing cycle and due dateIt is important to note that when Mr [redacted] activated his T-Mobile account on June 22, 2016, the billing cycle started on the 23rd of one month, ended on the 22nd of the following month, and the bill was due on the 15th of each monthPlease note that Mr [redacted] ’s first bill is due on July 15, On June 25, 2016, Mr [redacted] contacted T-Mobile and requested that we change his billing cycle so that the bill cycle starts on the 8th of each month, closes on the 7th, and is due on the 28th of each monthPlease note that this bill cycle change will go into effect at the end of his current bill cycle on July 22, Additionally, because Mr [redacted] ’s billing cycle date is being changed he may receive a prorated bill for the period of July 23, 2016, through August 7, 2016, so that he may start his regular bill cycle starting on the 8th of each monthIn an effort to amicably resolve this matter, T-Mobile has placed a hold on Mr [redacted] ’s account until July 25, 2016, so that he may be able this month’s bill on July 25, 2016, instead of the current due date of July 15, T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTaylor B [redacted] Executive Response

June 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account NoTo Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 1, 2016, regarding the above-referenced accountT-Mobile regrets losing Ms [redacted] as a customer and any billing concerns she has experiencedT-Mobile records confirm that [redacted] canceled her account on April 7, when she ported her mobile numbers to another service providerMs***’s billing cycle ran from the 23rd of one month to the 22nd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through April 22, On June 9, 2016, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $electronically to Ms***’s bank account for the pro-rated charges incurred from April 7, through April 22, Please note that it may take one to three business days for the funds to appear depending on Ms***’s bankT-Mobile regrets any inconvenience to Ms [redacted] and we look forward to serving her in the futureBased 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, INCWilliam B [redacted] Executive Response

February 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 February 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Mr [redacted] concerns have been resolved to his satisfactionT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to his JUMP! On Demand lease upgradesJUMP! On Demand provides customers with the ability to lease their handsetsCustomer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of deviceCustomers only pay taxes on the capital cost reduction at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billJUMP! On Demand is the perfect program for customers who like to get the newest device as it provides them the opportunity to upgrade their device for a new one up to three times per months by turning in their original device and entering into a new lease for the upgradeAt the end of the month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase optionT-Mobile records indicate that on December 2, 2015, Mr [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offering, with the lease of an Apple iPhone 6s Rose Gold handset with 128GB of memoryMr [redacted] was required to pay a capital cost reduction of $and agreed to monthly lease payments of $On February 6, 2016, Mr [redacted] traded in his Apple iPhone 6s handset and began a new lease on a Blackberry STV Black handsetMr [redacted] was not required to pay a capital cost reduction and agreed to monthly lease payments of $It is important to note that the traof a device within the retail store is a final transactionPursuant to the agreement signed at the time of the trade-in, Mr [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”In an effort to amicably resolve the matter, on February 8, 2016, Mr [redacted] tradthe Blackberry handset, closing the remaining lease, and began a new lease on an Apple iPhone 6s Plus handset with 128GB of memoryAt the time of Mr [redacted] lease activation, he was required to pay a capital cost reduction of $and agreed to monthly lease payments of $On February 11, 2016, T-Mobile sent Mr [redacted] a refund in the amount of $for the capital cost reduction, in the form of a prepaid refund card, directly to his billing addressMr [redacted] may expect receipt of the card within seven to ten business daysMr [redacted] has accepted this as a resolution to his concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext[redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

Revdex.com: I filled a complaint regarding T-Mobile billIt has been resolved and I wanted update the complaint status but I didn't keep my complaint #

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 4, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr***’s concern to his satisfactionT-Mobile records indicate that Mr [redacted] activated the account on May 3, On June 25, 2014, T-Mobile approved Mr***’s online application and he was enrolled in our Advantage programThe T-Mobile Advantage Program allows individual customers to receive benefits based on their affiliation with their employer or university by adding their accounts to a corporate nodeThe current Advantage Program offers customers a $Rewards Card every time they purchase a new device or tabletPlease note the Advantage program does not qualify for a monthly discountOn May 6, 2016, T-Mobile spoke to Mr [redacted] and set the expectation that he would not be eligible for a monthly discount under the current programMr [redacted] was advised to send verification of employment to take advantage of our government discount programOn May 10, 2016, T-Mobile spoke to Mr [redacted] and advised upon review of his documentation, he was approved for our corporate discount program for a monthly discount of 15% due to his employment with USPSMr [redacted] was further advised that it may take up to days before the discount appear on his billing statementIn an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a one-time courtesy credit of $to Mr***’s accountAs a result Mr***’s account currently reflects a credit balance of $Mr [redacted] accepted the resolution and had no additional concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAdditionally: I would like to experience better customer service from T-Mobile, at times I have receive poor customer service and would not take the time out to listen to my complaint so that the matter could be resolved without a outside third-party T-Mobile MUST understand that I'm also a disability income recipient and that my income can be at times limitedThough, with that being saidA payment arrangement should not be so difficult if this again arises Also, full disclosure with me about my account at time of call is expected so that I wouldn't be blindsided with amounts due in the first place I'm never the type of customer of getting out of paying my monthly bill its how T-Mobile deny me of making reasonable payment arrangements Further, T-Mobile if not able to work with those in low income status should open an account with that person, at firstThis can cause future problems if T-Mobile is unwilling to work with those that are on fix income The date arrangements do not correlate with time of monthly income due themHope to have a better business relation with T-Mobile Sincerely, [redacted]

Complaint: [redacted] I been trying ot call back the lady who called me about my complaint I made for the over charged of the phonei left messages and I have not heard back from heryou said your closing my complaint but you never spoke to me and try to resolve my issueI been with TMobile for a lenth of time and I can say I'm very dispointed with you guysAlso when I called C/S the lady told me not to worry about the phone she will adjust it and i'm still getting billed for itPlease give me a call, I work from 8-Monday - FridayEST Sincerely, [redacted] ***