T-Mobile USA

Complaint: [redacted] I am rejecting this response because: I did send the iPhone device after receiving my iPhone plusI gave the phone to the t-mobile store at highway in Peachtree City GeorgiaWhy t-mobile did not receive this is out of my hands Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ps I shall give it a shot an see if it does anything but also my other line I have that gets used the phone is about a yr old an is having alot of issuesis there anything you could do for that one since it should be still under warrenty

April 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 7, 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 Mr [redacted] has experienced regarding his 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 Mr [redacted] ’s recent contact with our retail location T-Mobile records confirm that on October 2, 2016, Mr [redacted] activated four lines of service, and activated a fifth line on October 4, At the time of activation, Mr [redacted] agreed to a service agreement for the T-Mobile One for four lines at a price of $180.00, plus $for his fifth line including applicable taxesPlease note that Mr [redacted] is currently not enrolled in Autopay and is currently not receiving the $discount per line on his accountAdditionally, Mr [redacted] was receiving T-Mobile’s 4th Line Free promotion but due to an inadvertent error, the last adjustment Mr [redacted] received was on December 27, 2016, in the amount of $Lastly, please be advised that corporate discounts are not compatible with Mr [redacted] ’s rate planT-Mobile apologizes if Mr [redacted] was advised otherwise In addition to the service charges, Mr [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering on October 2, 2016, when he purchased two Apple iPhone 6s Plus 16GB devices, a Samsung Jdevice, and a Samsung Galaxy OndeviceMr [redacted] was not required to remit a down payment but did agree to monthly installments totaling $Please note that Mr [redacted] is receiving promotional credits in the amount of $monthly which covers the EIP charges for the Samsung Jand Ondevices Additionally, on October 29, 2016, Mr [redacted] purchased an Apple iPhone device using T-Mobile’s EIP offeringMr [redacted] was not required to remit a down payment but did agree to monthly installments of $for the device In regards to Mr [redacted] ’s concerns regarding his Carrier Freedom reimbursement offer, T-Mobile records confirm that we received Mr [redacted] ’s reimbursement request on April 7, 2017, and a refund in the amount of $was issued to the billing address on filePlease be advised, in addition to the refund referenced above, on October 15, 2016, and on October 19, 2016, Mr [redacted] received device trade in credits in the amount of $eachT-Mobile regrets any delay in this process In an effort to amicably resolve this matter, on April 17, 2017, T-Mobile requested that Mr [redacted] ’s account begin to receive the 4th Line Free promotionPlease note it may take two billing cycles for the discount to begin applyingMr [redacted] ’s expected monthly recurring charges including both his service and EIP charges are estimated to be approximately $per monthFurthermore, T-Mobile has applied a credit in the amount of $which represents the previous four months of not receiving the 4th Line Free promotion and an additional two months of the creditMr [redacted] ’s account now reflects a remaining balance of $which represents the remaining charges on the billing statement dated April 3, 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

Complaint: [redacted] I am rejecting this response because: I don't owe a balance on the phone Sincerely, [redacted]

January 30, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 23, 2018, regarding the above-referenced account Please be advised that we have made attempts to contact [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address [redacted] ’s concerns within this letter T-Mobile regrets to hear of [redacted] ’s concerns regarding the account and we welcome the opportunity to respond T-Mobile records reflect that on November 25, 2017, the above-referenced account was opened at [redacted] ’s request and that the account was cancelled as the result of non-payment on January 18, As such, [redacted] was billed for services during this time.However, on January 23, 2018, [redacted] *** contacted our Customer Care team and advised them that he had not intended to open the account At that time, T-Mobile credited all charges associated with the account The account remains closed with a zero balance We regret any inconvenience to [redacted] *** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our 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.David T [redacted] Executive Response

July 15, 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 July 7, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile records confirm that on November 23, 2011, pursuant to Ms [redacted] request, Mr [redacted] was added to her account as an authorized userPlease note that when an authorized user is added to an account they are authorized to purchase equipment through the Handset Upgrade ProgramAs such, on January 20, 2012, Mr [redacted] visited a T-Mobile retail store and during this visit he participated in T-Mobile’s Handset Upgrade Program wherein he purchased a new Nokia Lumia device at a discounted cost of $for mobile number ending in ***In order to receive the discounted price, Mr [redacted] agreed to renew the contract on the above number for a period of months, stipulating up to a $early termination fee, through January 20, Further records confirm that on December 7, 2012, Ms [redacted] account was canceled for non-paymentSince the above number was canceled before the contract end date, Ms [redacted] account was assessed a $early termination feeOn December 29, 2012, Ms [redacted] final billing statement was mailed to her showing a final balance of $479.06, which includes the above early termination fee, monthly access charges and applicable taxes through the date of cancelationSince payment was not received for the outstanding balance, on February 1, 2013, Ms [redacted] account was referred to a third party agency, [redacted] , for collection purposesSince [redacted] was unable to collect the outstanding balance, on October 6, 2013, the account was referred to [redacted] and on October 16, 2014, the account was finally referred to [redacted] In an effort to amicably resolve this issue, T-Mobile has applied a $credit to Ms [redacted] account to bring the outstanding balance to zeroMs [redacted] account will remain closed with a zero balanceTherefore, Ms [redacted] account has been removed from collections and any negative information reported to her credit file will be deleted within daysMs [redacted] may contact the credit bureaus directly to dispute the information and request that the removal of the information be expeditedPlease find the contact information for the credit bureaus belowT-Mobile regrets any inconvenience to Ms [redacted] • [redacted] PO Box [redacted] Allen, TX 75013-[redacted] PO Box [redacted] Atlanta, GA [redacted] PO Box [redacted] Fullerton, CA [redacted] Fax [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 [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

March 21, 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 March 8, 2017, 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***’s contact with our retail location T-Mobile records indicate that on January 25, 2014, September 18, 2014, September 27, 2014, and April 25, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Nexus handset, two Samsung Galaxy Shandsets, a Samsung Galaxy S5, an LG Ghandset, and accessoriesEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Accordingly, Ms [redacted] was asked to make a down payment in the amount of $plus applicable taxes and agree to a series of monthly installments in the amount of $Please be advised that if a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement T-Mobile records confirm that Ms [redacted] canceled her account on October 21, when she ported her mobile numbers to another service provider Ms***’s billing cycle ran from the 29th of one month to the 28th 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 October 28, Ms***’s final billing statement was generated in the amount of $2,for monthly service charges, late fees, and remaining EIP charges plus applicable taxes Please be advised that T-Mobile applied credits to Ms***’s account on February 9, totaling $for prorated monthly service charges from September 4, through October 21, plus applicable taxesAdditionally, a payment in the amount of $was remitted to Ms***’s account bringing the balance to $1,As a result of continued non-payment, on March 9, 2016, the account was forwarded to a third-party collection agency, Diversified Consultants IncA collection fee was assessed to the account in the amount of $bringing the balance to $2,On September 12, the account was transferred to Amsher Collection Services, IncAs a courtesy, and in an effort to resolve this matter, T-Mobile applied a credit to the account in the amount of $for monthly service charges, late fees, and EIP charges plus applicable taxes bringing the balance to $1,for the remaining EIP charges and the collection feePlease be advised that this balance may be further reduced as the collection fee assessed by the third-party collection agency will likely be reduced in connection with the issuance of the above-referenced account creditMs [redacted] may contact Amsher Collection Services, Incat 1-877-322-in order to make arrangement 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 Christopher R [redacted] Executive Response

Hello I would like to cancel this complaint, I was contacted by Alberto V [redacted] from T-Mobile executive offices he has resolved all of my issues, I have no further complaints and or concerns [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me T-Mobile has acknowledged that the promotional terms were misrepresented by a customer service agentI was offered to return the phonesSince I was no longer in possession of all phones, I was offered a credit of $which represents 50% of the phones' purchase valueIn addition, I was offered a refund of $for one phone that I sent back to T-Mobile I appreciate the prompt and professional response that this complaint has resulted in Thank you Sincerely, [redacted] ***

May 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 20, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile sincerely regrets any inconvenience Ms [redacted] experienced regarding her handsets and returnT-Mobile records show that on March 2, 2017, Ms [redacted] ordered a ZTE Z Max device on an Equipment Installment Plan (“EIP”) which had an upfront payment due at the time of purchase in the amount of $On April 19, 2017, T-Mobile received the ZTE device at our returns center and the associated EIP was closedPlease be advised that on April 27, 2017, T-Mobile processed a refund for the payment made at the time of purchase; this refund will received within seven to ten business days It is important to note that on March 30, 2017, Ms [redacted] contacted T-Mobile Customer Care and at that time, a Samsung Galaxy SEdge device was orderedThe upfront cost in the amount of $was billed to the T-Mobile account and a payment was not collected from Ms [redacted] for the out of pocket costMs***, did however, agree to place the remaining equipment balance on EIP T-Mobile records show the Samsung Galaxy SEdge device was delivered to our returns center on April 25, T-Mobile has adjusted the billed charges for the equipment in full and closed the associated EIPFollowing this adjustment, the account currently reflects a balance of $due by May 6, 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 Jamen F [redacted] Executive Response

March 31, 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 19, 2017, regarding the above-referenced account T-Mobile is sorry to hear of Mr [redacted] ’s concerns with his recent experience when visiting his local T-Mobile retail store and his expected monthly chargesPlease be assured that we make every effort to provide complete and accurate information to our customersWe apologized if Mr [redacted] feels that this was not his experience A review of Mr [redacted] ’s concerns and account confirms that on November 12, 2016, Mr [redacted] visited his local T-Mobile retail store and changed his rate plan to our T-Mobile ONE plan effective November 21, Please be advised that during this time, from September 8, 2016, through December 6, 2016, the 4th line is free on T-Mobile ONE taxes excludedAs such; instead of paying $per month without AutoPay or $per month when enrolled on AutoPay, customer would pay $plus with AutoPay or $without AutoPayCustomers with four or more T-Mobile ONE lines will receive either a $or $bill credit to get their 4th line free based on their enrollment on AutoPay In reviewing Mr [redacted] ’s account, our records confirm that his account is not enrolled on AutoPay It is important to note that T-Mobile did not have and currently does not have an all unlimited rate plan for $per month for four lines of serviceT-Mobile regrets any confusion regarding our available offerings Based on the information mentioned above, Mr [redacted] should have expected his monthly bill to be roughly $210.00- $per month including his monthly insurance under mobile number ending in ***, applicable taxes and fees Further review confirms that on February 6, 2017, Mr [redacted] contacted Customer Care and was offered to change his rate plan to T-Mobile’s Grandfathered Simple Choice, Unlimited Talk, Text and data for lines for $rate plan effective January 21, It is important to note that this rate plan is compatible with Mr [redacted] ’s corporate discount and will provide him with a monthly discount of 8% from his based rate plan totaling $per monthAs the corporate discount brings Mr [redacted] ’s based rate plan to $plus applicable taxes and fees, this is the best cost effective rate plan for Mr [redacted] if he wishes to keep unlimited services Based on the new selected rate plan, Mr [redacted] should expect his monthly bill to be roughly $per month including taxes and fees T-Mobile has reviewed Mr [redacted] ’s billing statement following the account changes to confirm that if the 4th line bill credits were properly issuedUnfortunately, due to an inadvertent system error, some accounts enrolled in the T-Mobile ONE 4th line free promotion were experiencing a delay in the posting of their promotional bill credits and we can confirm that during the time Mr [redacted] ’s account was subscribed to our T-Mobile ONE rate plan, for the periods from November 21, 2016, through January 20, 2017, no promotional bill credits were issuedAs such, Mr [redacted] ’s account is missing a total of $in bill promotional credits In an effort to amicably resolve this matter, on March 31, 2017, T-Mobile issued a onetime bill credit in the amount of $for the missing promotional bill creditsMr [redacted] ’s account now reflects a balance in the amount of $In addition, T-Mobile offers to issue a onetime bill credit to the account in the amount of $which is the equivalent to months’ worth of the difference between the $actual rate plan cost and the $Mr [redacted] stated he was quotedIf Mr [redacted] would like to accept T-Mobile’s offer, we request that he contacts me directly at the number listed below within days from the date of this letterT-Mobile appreciates the opportunity to respond to Mr [redacted] ’s concerns and we regret any inconvenience this situation may have caused him 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

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 meFurther training should be provided to all Tmobile employees to prevent these miscommunications.Sincerely, [redacted]

August 22, 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 14, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mrand Ms [redacted] , regarding their recent interaction with T-MobileT-Mobile records confirm that Mr [redacted] activated his T-Mobile account on May 7, At that time, Mr [redacted] purchased one Apple iPhone 6S 16GB, one LG G4, and one LG StyloAt the time of Mr [redacted] ’s purchase of his new handsets for use on the mobile numbers ending in ***, ***, and [redacted] T-Mobile provided a day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchasePlease 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 chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the chargesOur records indicate that the equipment installment plan was added to Mr [redacted] ’s account on May 7, 2016; however, the first notice that T-Mobile received regarding a dispute of the associated charges was on August 13, However in an effort to amicably resolve this matter, on August 14, 2016, T-Mobile agreed to allow Mr [redacted] to return his LG Gand LG StyloOnce these handsets are returned T-Mobile has agreed to waive the remaining balance of $The handsets can be mailed to me at the following address: T-Mobile USA, IncAttn: [redacted] T-Mobile recommends 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 handsets, batteries, chargers, and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned, such as the charger, a $restocking fee will be deducted from the credit offered aboveIf the handsets have sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered validIt is important to note, Mr [redacted] must have the equipment post marked for return no later than August 31, It is also important to note that T-Mobile was able to effectively place the account under Mr [redacted] ’s social security number and performed the proper activation of his accountAdditionally, on August 15, T-Mobile placed an order on our JUMP! on Demand lease program for a Samsung Galaxy S32GB to be leased with installments of $eachAs an additional courtesy T-Mobile placed a separate order for Samsung Galaxy SEdge 32GB and T-Mobile has agreed to waive the cost of this device in full for the inconveniences Mrand Ms [redacted] experiencedAgain, T-Mobile regrets any inconvenience to Mrand Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJames G [redacted] Executive Response

January 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 17, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] regarding his handset and experience with T-MobilePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our sales officeT-Mobile records confirm that on January 12, 2016, Mr [redacted] attempted to activate his account [redacted] with T-MobilePlease note there are not any mobile numbers associated with this account nor has it been fully activatedIn an effort to amicably resolve this matter, on January 25, 2016, T-Mobile is offering Mr [redacted] the option to return his equipment with a proof of purchase to my attention in exchange for a full refund of the sales purchase priceThe handsets can be mailed to me at the following address: [redacted] 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***It is important to note, Mr [redacted] must have the equipment post marked for return no later than February 25, 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, INCLeah T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I am currently working with Costco Danville CA management, some new notes were made on my account yesterday and I am have been in touch with Abigail from the office of the president from T-mobile to resolve the matter of the recent iPhone purchase as it was under warranty and I should have not been charged the full price as I was paying monthly insurance and one of my phones was stolen is May I would love to work out a way to return to T-Mobile as Sprints coverage is not that great in my area and I get lot of drop calls and bad connection and I mentioned to Abigail that I would reqiure Iphone 7's from t mobile (-Plus Gold, -rose gold and 1- blackI am waiting to hear back from her regarding an offer Sincerely, [redacted]

September 29, 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 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] continues to have with his T-Mobile account billingOur records confirm that on August 15, 2016, Mr [redacted] activated service with T-MobileMr***’s billing cycle runs form the 17th to the 16th of every monthIt is also important to note that Mr***’s account is on T-Mobile’s “bill current” billing systemThis means that charges for Mr***’s rate plan are billed in advance of the service being provided and become due within that billing cycleAs of September 27, 2016, Mr [redacted] has only one mobile number ending in [redacted] and is subscribed to our T-Mobile One rate plan for $per monthMr [redacted] also does not have any additional Equipment Installment Plans (“EIP”)Mr***’s monthly access charges are $before applicable taxesAs stated in our previous response to your office, T-Mobile would follow up with Mr***’s next billing statement to apply any credits for disputed monthly access chargesAccordingly, on September 22, 2016, T-Mobile applied a courtesy credit of $for Mr***’s disputed monthly access chargesOur records indicate that Mr [redacted] has received two billing statements for his monthly access charges from August 15, 2016, through October 16, 2016, which is two months of serviceOn September 4, 2016, Mr [redacted] made a payment in the amount of $for his monthly services and is the only payment made to his accountAs of September 27, 2016, Mr***’s account reflects a credit balance of $and he is paid through October 16, 2016, for his monthly servicesIn regards to Mr***’s down payment made for the Samsung Galaxy Jhandsets that were returned; our records indicate that on September 2016, T-Mobile provided a refund in the amount of $It may have taken up to three business days for refunds to appear on the Mr***’s card accountIn an effort to amicably resolve this matter, Mr [redacted] may contact his financial institution for any further questions or he may send me a copy of his day running billing statement for the month of September showing that he has not received his refundMr [redacted] may also check his account balance using his MyT-Mobile app or at MyT-Mobile.comBased 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

Complaint: [redacted] I am rejecting this response because: Ronnie isn't being truthful...and at the same time is making my very pointI was no longer a customer of Tmobile when I ported my numbers to [redacted] and Cricket in March of this yearYet, they continued to bill me and blew my bill up and didn't give me credit for all my equipment paymentsI have a legitimate letter here at my home which I will gladly scan into my computer and upload from this month (May) stating that they'd just suspended my serviceHe, also, stated that he wouldn't be contacting me in regards to this complaint, yet, I have emails and phone records as proof that he has done soWe agreed on a date and time to discuss this very complaint (that he said to you all they wouldn't be addressing with me as if my complaint were bogus and he and I both know my complaint is anything but bogus) on two occasions and Ronnie wouldn't contact me at those timesI told him when I would be able to use the phone, but he'd call when he got ready which was before these time and wouldn't call at the agreed upon timeI have tried to be civil in thisI agreed to speak with Ronnie (Executive Response Specialist with the Office of the President) thinking that I might be able to work this out and be treated fairly with a person that is that high up the chainBut, with this lying response, I see the corruption goes all the way to the top!! He DID reach out...at times when I wasn't available to speak on my cellphone and now he seems to be trying to tell Revdex.com what they need to doRonnie (Tmobile) wants this complaint shut down because IT IS legitimate and I have the proofHe's trying to shut it down and sweep it under the rug, but that isn't possible because all one has to do is look on the internet and see that there are so many people just like me who have suffered at the hands of this companyI'm sure he was tasked with the responsibility of fixing this situation, but I want his boss(es) to know that he failed AND that he did a horrible job tryingIt was simpleCall and discuss at 5:central time! He agreedMissed bothIf his superiors are upset about that, please take that up with himI am STILL available to discuss this, but WILL NOT do so with Ronnie Sincerely, [redacted] - [redacted]

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 accountT-Mobile regrets any concerns Mr [redacted] experienced with his recent call charges and we are pleased to report that we have resolved Mr [redacted] ’s concerns to his satisfactionIn reviewing the records for the above account it appears that Mr [redacted] incurred international long distance charges for a call initiated directly from their T-Mobile handset for the mobile number ending [redacted] If an international phone number is entered and the send key is pressed, the handset will place an international call over the T-Mobile networkOur records confirm that Mr [redacted] was billed in accordance with the international long distance rate and the call placed via our network which totaled $1,079.29, including applicable taxes for the international call made on September 7, On October 27, 2016, Mr [redacted] contacted T-Mobile requesting a credit for the billed callsAs the charges were valid, Mr [redacted] ’s request was respectfully declined and he was advised how to prevent internal call charges and advised of payment arrangement options available to himPursuant to Mr [redacted] ’s request, an international long distance block was added to all lines of service on his accountIn addition, Mr [redacted] agreed to payment arrangements where he would pay the international call charges of $1, in eight installment of $Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, on November 12, 2016, T-Mobile issued a credit in the amount of $the remaining amount of $will be billed in one installment on Mr [redacted] ’s following billing statement dated November 21, Mr [redacted] was satisfied with the resolution and had no other 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

February 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 Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account T-Mobile regrets any continued concerns that Mr [redacted] may have experienced with attempting to unlock his Apple iPhone handset As previously mentioned in our correspondence to your office, on January 25, 2017, T-Mobile approved Mr [redacted] ’s Apple iPhone handset to be unlockedAs such, Mr [redacted] should now be able to insert a non-T-Mobile SIM card into the device and follow the instructions on the device to unlock the iPhone Please be advised that Mr [redacted] ’s handset may be approved for an exchange following the appropriate troubleshooting with Customer Care during the one-year limited warranty provided by the manufacturer of the handsetFor our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mailPlease note that it typically takes approximately days from the date the non-working handset is scanned into the Return Center for a replacement to be shippedIf the Return Center does not receive the equipment within days of Customer Care placing the order for a replacement, the order is cancelled Although it has been determined that Mr [redacted] ’s handset is far outside of the one-year limited warranty provided by the manufacturer of his device, in a further effort to amicably resolve this matter, T-Mobile will allow Mr [redacted] to return his handset directly to my attention within days of the date of this letter at: Executive Response Attention: Tiffany C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the handset in good physical condition and free of any damage, T-Mobile will mail Mr [redacted] an unlocked and like new replacement Apple iPhone handsetPlease note that T-Mobile is unable to ship internationally and as such we would require that Mr [redacted] provide us with a U.Sbased address that we can ship his replacement handset to once his Apple iPhone handset has been received and inspected by T-MobileT-Mobile recommends that Mr [redacted] return the handset via a traceable carrier and request a tracking number when shipping as T-Mobile is not responsible for the shipment of Mr [redacted] ’s handset to T-MobileT-Mobile regrets any continued inconvenience to Mr [redacted] and appreciates his 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 1-877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Tiffany C [redacted] Executive Response

August 23, 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 18, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with Mr [redacted] , he confirmed that T-Mobile had resolved this matter to his satisfactionWe regret hearing of Mr [redacted] ’s concerns with our Samsung Buy One Get One (“BOGO”) promotion and the status of his submissionsPlease be advised that customers who purchased a Samsung Galaxy Sor SEdge with Equipment Installment Plan (“EIP”) from March 11, through March 17, 2016, were eligible to a free Samsung Galaxy Sdevice which would be received as a rebate cardIt is important to note that in order to qualify for the rebate card, customers must submit their application at www.T-Mobile.com/promotions by April 17, A review of Mr [redacted] ’s account confirms that on March 8, 2016, he qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Sdevice valued at $It is important to note that on March 18, 2016, Mr [redacted] activated a new line of service and purchased a second Samsung Galaxy SEdge devicePlease be advised that as the handset purchased and newly activated line of service was after March 17, 2016, Mr [redacted] would not be eligible for the BOGO promotionFurthermore, T-Mobile has no record of Mr [redacted] submitting for the above mentioned BOGO offerAccordingly, when Mr [redacted] contacted our Customer Care and requested to qualify for the promotion, he was advised that for the above mentioned reasons, he no longer eligible for the rebate cardHowever, in an effort to amicably resolve his matter and as a courtesy to Mr [redacted] , T-Mobile has accelerated and waived the remaining EIP balance of $from one of the Samsung Galaxy SdevicesAdditionally, T-Mobile has issued a $credit to the account which is equal to the difference in the EIP accelerated to the account and the full value of the $rebateAs of the date of this letter, Mr [redacted] ’s account reflects a $balanceT-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, INCAlberto V [redacted] Executive Response