T-Mobile USA

August 8, 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 26, 2017, regarding the above-referenced account We regret to hear that Ms [redacted] has concerns about the billing on her accountWe can confirm that Ms [redacted] has spoken to Customer Care to advise that there were missing payments that had not posted towards the balance on her accountHowever, upon researching the alleged missing payments with the information Ms [redacted] provided, we were unable to confirm that they were receivedAs such, Ms [redacted] was advised to dispute the missing payments with her bank When Ms [redacted] contacted our customer care department on July 20, 2017, a missing payment research ticket # [redacted] was filed and has since been closedAfter a ten day waiting period, the requested documentation of an unaltered bank statement has not been received or was not identifiableIf Ms [redacted] wishes to fax her information, she may provide the required documentation to fax number 800-423-If Ms [redacted] has already faxed her documentation, it may have been missing account information, was not legible, or possibly a blank pageT-Mobile request that Ms [redacted] re-faxes her documents and the case will be reopened once received 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 James H [redacted] Executive Response

July 1, 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 June 19, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountWe regret any concerns Mrs [redacted] may have experienced regarding the use of her T-Mobile serviceOur records indicate that on June 17, 2016, Mrs [redacted] contacted Technical Support to report issues with making and receiving calls in addition to slow data speedsAt that time, the appropriate troubleshooting steps were performed and completed successfully to resolve the Mrs [redacted] ’s concernsUpon speaking with Mrs [redacted] , she confirmed that her concerns have been resolved to her satisfactionHowever, she reported issues with the use of the mobile hotspot feature with the handsets associated with the mobile numbers ending in [redacted] Accordingly, the appropriate troubleshooting steps were completed to resolve Mrs [redacted] ’s additional handset concernsAs a means of amicable resolution and as a gesture of good will, T-Mobile applied a courtesy credit in the amount of $to Mr [redacted] ’s account, resulting in a remaining balance of $T-Mobile regrets any inconvenience to Mrs [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, INCEmilio [redacted] M [redacted] Executive Response

February 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 1, 2017, regarding the above-referenced accountWe have made several attempts to reach Mr [redacted] , which have proven unsuccessfulTherefore, we will attempt to address Mr [redacted] ’s concerns within this responseWe regret any concerns Mr [redacted] has experienced regarding T-Mobile’s Black Friday Apple iPhone promotional offerFrom November 24, 2016, through November 27, 2016, eligible customers who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with unlimited data, and who traded in a qualifying fully owned Apple, Samsung, or LG phone from any carrier were able to get the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus free of charge after monthly bill creditsAdditionally, we regret any concerns experienced by Mr [redacted] related to T-Mobile’s Magenta PoofferFrom November 24, 2016, through December 21, 2016, for a limited time, customers were able to tratheir old device and poto T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan in order to receive a $prepaid MasterCard per eligible lineT-Mobile records confirm that on December 3, 2016, Mr [redacted] purchased two iPhone Plus handsets through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $plus tax on the full retail price, and agreed to monthly installments in the amount of $According to our records, on January 31, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $toward Mr [redacted] ’s account for the value of the Magenta PoofferPlease be advised that based on our investigation, T-Mobile has not received Mr [redacted] ’s device traand is therefore ineligible for the Black Friday Apple iPhone promotional offerNevertheless, in a continued effort to amicably resolve the matter, T-Mobile is willing to offer to apply an account credit in the amount of $for the value of the Black Friday Apple promotional offerMr [redacted] may contact me at the number provided below within days from the date of this letter in order to accept our offerWe regret 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, INCBrandon 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 Thank you, the prepaid card arrived today in the mail That concludes what I would expect to receive Now T Mobile and I are right Thank you for interceding for me Sincerely, [redacted] ***

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 concerns Mr [redacted] experienced with our iPhone promotional offerStarting September 9, 2016, for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6S or 6S Plus, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is discounted to $after 24-monthsAdditionally, customers that traded in an iPhone or Plus would receive monthly EIP credits to reduce the cost of a new iPhone 32GB to $after monthsCustomers who tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If a customer chose the iPhone GB Plus model there was a cost increase of $Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase On September 12, 2016, an EIP was initiated for an iPhone 128GB in Black on the line ending in ***The total retail cost for the device was $A down payment of $was made on that date and 24-monthly installments of $were agreed uponOn October 4, 2016, a credit of $was applied to the account for the tradeviceThe monthly promotional credits of $began on October 5, The adjustment amount provided at the end of months will be $The promotional credit issued toward the iPhone 128GB will total $Please note that the credits will be applied monthly until October 5, 2018, as long as the account remains in good standingT-Mobile’s review has confirmed that the account is receiving the appropriate credits for the promotion for this line of service On October 2, 2016, an EIP was initiated for an iPhone Plus 32GB in Gold on the line ending in ***The total retail cost for the device was $A down payment was not required however, 24-monthly installments of $were agreed uponOn January 29, 2017, a credit of $was applied to the account for the tradeviceThe monthly promotional credits of $began on February 7, At that time the three previous months of $were also appliedThe adjustment amount provided at the end of months will be $The promotional credit issued toward the iPhone Plus 32GB will total $Please note that the credits will be applied monthly until October 5, 2018, as long as the account remains in good standingT-Mobile’s review has confirmed that the account is receiving the appropriate credits for the promotion for this line of service On October 7, 2016, an EIP was initiated for an iPhone Plus 32GB in Silver on the line ending in ***The total retail cost for the device was $A down payment was not required however, 24-monthly installments of $were agreed uponOn October 29, 2016, a credit of $was applied to the account for the tradeviceRegrettably, the monthly promotional credits of $did not begin on the account at that time In an effort to offer an amicable resolution, the EIP for the line ending in [redacted] was closedAdditionally, a credit of $was applied to the account on July 5, 2017, to offset the additional out-of-pocket cost of $for the line ending ***, $for the line ending in ***, and $for the line ending in ***The account currently reflects a credit balance of $We regret any inconvenience in regards to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jessica G [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 toi meI do agree with the response,but am.still being charged for Nov.20th- Dec 19thI received a new bill that includes these dates and a credit, but wa still previously chargedThe only changes were the restore feesI do not believe I shouls pay for Nov 20th- dec 19- being that my lines were cut offAlso I should not have to pay for the returned feeI provided the CORRECT bank info and thw rep did not put the correct infoSincerely, [redacted] ***

July 7, 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 June 26, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the accountPlease note that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] is having issues with her serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms [redacted] should receive excellent coverage at her billing addressHowever, upon reviewing Ms [redacted] ’s account, it appears she is referring to another addressAs such, we would need additional information to investigate Ms [redacted] ’s concernsMs [redacted] may contact me at the number below to provide additional detailsWe regret any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC William B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: When asked how do you credit account that barely has service when service was requested to be disconnected earlier this yearMy bill went from the low $100's to over $the rep placed me on hold several times as I am sure she could't understand the bill herselfExplanation was weak and hen I asked how you charged me and you claim you gave me a credit and it doesn't reflect the question was never answered Sincerely, [redacted] - [redacted]

February 13, 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 January 31, 2017, regarding the above-referenced account T-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 Our records indicate that on November 11, 2016, Mr [redacted] returned his two Samsung Note 7sIn addition, T-Mobile applied the appropriate credits of $1,for Mr [redacted] ’ Samsung Note 7s and the Equipment Installment Plans (“EIP”) were closed T-Mobile records indicate that on October 24, 2016, and November 10, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG V20sMr [redacted] was asked to make a down payment in the amount of $for each handset and agree to a series of 24-monthly installments in the amount of $for each handset In Mr [redacted] ’ correspondence, he makes reference to our LG VLaunch offer, where customers could traa smartphone and receive $for a travalueTracredits were handled in different ways depending on the option chosenIf the instant travalue was less than $200.00, the portion under $was applied towards the purchase of a new device and the remainder was applied as a one-time bill credit to the customer's account within two billing cyclesIf the deferred travalue is less than $200.00, the difference was applied in a second bill creditCustomers were required to pay sales tax and any applicable down payment at the time of the purchase Our records further indicate that T-Mobile was unable to offer Mr [redacted] a traamount for his My Touch Slide and his My Touch Q Violet when he attempted to use them as his trade-ins for the LG VofferOur records further indicate that Mr [redacted] did not submit his request for the promotional $through www.t-mobile.com/promotions website and this is the reason he did not receive his bill creditWe regrets any misinformation regarding our promotions In an effort to amicably resolve this matter, on January 31, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] account for the promotion for his two handsetsAs of February 7, 2017, Mr [redacted] ’ account balance reflects a credit balance of $T-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

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 7, 2017, regarding the above-referenced account T-Mobile regrets any equipment and promotion concerns Ms [redacted] experiencedThe Carrier Freedom promotion offered by T-Mobile reimburses consumers for early termination fees and equipment fees for up to twelve lines of serviceTo be eligible for this offer, consumers must activate a T-Mobile One postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceHowever, starting May 31, 2017, Verizon customers who port over to T-Mobile as part of Carrier Freedom can now do so while being able to keep their own device and still qualify for the equipment charge reimbursement Ms [redacted] activated her account with T-Mobile on June 3, 2017, via porting over mobile number ending in Due to this line previously receiving a rebate in with T-Mobile the promotion was denied Upon speaking with Ms [redacted] on June 9, 2017, in an effort to reach an amicable resolution, T-Mobile honored the promotionMs [redacted] was reimbursed via a prepaid rebate card in the amount of $As of the date of this letter the account currently reflects a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jessica G [redacted] Executive Response

[redacted] 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced accountPlease be advised that we have been in contact with Ms [redacted] via email T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her accountT-Mobile appreciates the opportunity to respond to Ms [redacted] ’s concerns related to the billing on her T-Mobile accountOur records reflect that Ms [redacted] activated her service on January 13, and attempted to take advantage of our Carrier Freedom promotion To begin with, our records reflect that Ms [redacted] met all of the requirements for Carrier Freedom and that she was reimbursed a total of $on February 8, Regretfully, due to an inadvertent error, Ms [redacted] did not receive the full amount for her device balances in the amount of $1,Furthermore, Ms [redacted] ’s submission did not include details of any early termination fees As we want to ensure that our customers are provided the best experience possible, T-Mobile reimbursed Ms [redacted] via refund card in the amount of $472.00, thus fulfilling the terms of the Carrier Freedom promotionWe regret any inconvenience to Ms [redacted] and we appreciate her patience during our resolution of 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 Chris L [redacted] Executive Response

July 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 11, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced with the unlock request for her deviceMobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Ms***’s account confirms that on July 2, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in ***However, at that time the device was not eligible for a Mobile Device Unlock as Ms***’s account still had a balance owedOn July 5, 2017, an additional request was submitted and processed as of July 6, At that time email notification was sent letting Ms [redacted] know that the Device Unlock application must be used to complete the unlock, however Ms [redacted] could not complete the process due to the balance on the accountAs of July 15, 2017, Ms [redacted] processed a payment for the balance and went into a retail location where an override was performed in order to get around an inadvertent error that was stopping the unlock even after the payment was processedAs of July 20, 2017, Ms [redacted] confirmed that the device unlock was complete and her concern was fully resolvedT-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 Lauren L [redacted] Executive Response

August 8, 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 August 5, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated Mr [redacted] as an authorized user of the accountWe are pleased to report that Mr [redacted] ’s concerns have been addressed and resolved to his satisfactionWe regret any inconvenience that Mr [redacted] has experienced regarding our Smartphone Equality offeringWith one of T-Mobile’s Un-carrier moves, T-Mobile launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for consecutive monthsIn order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due datePayments posted after the hour window will reset the monthly counterUpon reviewing Mr [redacted] ’s payment history, T-Mobile found that Mr [redacted] contacted T-Mobile on March 17, 2016, to remit a paymentPlease be advised that Mr [redacted] ’s due date is the 15th of the monthOur records indicate that there was a processing delay for this payment, and it posted to Mr [redacted] ’s account on March 18, 2016, which was past the hour window to be considered on-timeOur records confirm that on August 3, 2016, Mr [redacted] contacted Customer Care regarding his Smartphone Equality concerns, and upon reviewing his account, T-Mobile found that an exception should be made due to the delayed reporting of Mr [redacted] ’s March 18, paymentAccordingly, Customer Care submitted a request to have Mr [redacted] ’s account reflected as qualified for Smartphone EqualityRecords further reflect that on August 4, 2016, Mr [redacted] was contacted by our Outbound Retention division of Customer Care regarding his Smartphone Equality concernsDue to an inadvertent administrative error, Mr [redacted] was advised that his request for Smartphone Equality was declinedOur records do confirm that Mr [redacted] was provided with a one-time courtesy credit of $regarding this matterPlease 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 Customer CareOn August 8, 2016, T-Mobile contacted Mr [redacted] regarding his Smartphone Equality concerns and confirmed that his request for Smartphone Equality was approvedPlease be advised that as of August 8, 2016, Mr [redacted] ’s above referenced account is considered well-qualified under our Smartphone Equality promotional offeringBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJason A [redacted] Executive Response

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 7, 2017, regarding the above-referenced account We regret any concerns Mr [redacted] had regarding his recent interaction with our Customer Care specialistsPlease 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 Customer Care department Our records confirm on June 6, 2017, Mr [redacted] contacted our Customer Care department to update a SIM card on his T-Mobile accountPlease be advised T-Mobile takes customer security very seriouslyAs such, T-Mobile requires customers to verify their identity via pin/password, last four digits of the account holders Social Security Number, or by sending a onetime pin to the primary users T-Mobile handsetDue to an inadvertent error, Mr [redacted] was not provided with the additional options for verifying his account in order to update the SIM card In order to amicably resolve Mr [redacted] ’s concerns, T-Mobile has applied a onetime credit in the amount of $276.00, equivalent to one month’s recurring chargesAs of June 19, 2017, the account has a credit balance of $ Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher P [redacted] Executive Response

January 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 January 13, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] which have proven unsuccessfulWe will therefore make every effort to address and resolve Ms***’s concerns within this letterT-Mobile records indicate that on September 4, 2015, Ms [redacted] qualified for and took advantage of our JUMP! ON Demand (“JOD”) offering with the leasing of four Apple iPhone Plus handsetsJOD is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costIn addition, the monthly payment includes the freedom to swap it for a new one anytimeCustomers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve-month period, which begins at the time of the first JUMP! On Demand upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is initiatedT-Mobile records confirm that on September 15, Ms [redacted] once again took advantage of the JOD offering when she upgraded two of her lines of service with the leasing of two Apple iPhone Plus handsetsRecords further confirm that on September 28, 2016, Ms [redacted] completed JOD upgrades for her two remaining lines with the leasing of two more Apple iPhone Plus handsetsIn Ms***’s letter to your office, she indicated that her trahandsets were never received, and that she has continued to be billed for her previous equipmentIndeed, T-Mobile records confirm that only one of the above-referenced trahandsets was received, and its associated JOD lease closedOn that basis, it is T-Mobile’s position that Ms***’s account has been billed properlyHowever, in an effort to amicably resolve this matter, T-Mobile has paid off the remaining JOD leases for the prior equipment, thus closing and removing them from Ms***’s accountFurthermore, T-Mobile has issued a credit of $to Ms***’s account for the prior monthly payments made for the JOD leases in question, leaving Ms***’s account with a revised balance of $Ms***’s account remains active and in good standingT-Mobile regrets any inconvenience to Ms***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 H [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, only because I cannot do anything about taxes, however I know that taxes do not go up every month and I will find another carrier, so that my payments will be the same every monthSincerely, [redacted]

May 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 April 22, 2017, regarding the above-referenced account T-Mobile strives to provide the best handsets and service experience to our customersWe regret any concerns experienced by Ms [redacted] regarding the information reflected on www.T-Mobile.com associated to her current in-use handset T-Mobile records confirm that on January 27, 2017, Ms [redacted] purchased one iPhone 7+ gigabyte GB handset with IMEI number [redacted] under the mobile number ending in [redacted] through our Equipment Installment Plan (“EIP”) programRegrettably due to an inadvertent system error, the above mentioned handset is not the same handset reflecting currently in use under the line ending in [redacted] or through www.t-mobile.com In an effort to amicably resolve this matter, on April 26, 2017, T-Mobile requested the correct handset information be updated in our database under the line ending in in [redacted] and as of April 27, 2017, this issue has been resolvedWe regret 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 Aika A [redacted] Executive Response

Complaint: [redacted] Greetings, I have not responded to closing the case yet because I have not received the final bill from T-Mobile in the mail yet Until I have proof in writing that the bill amount is correct I prefer to leave this case open I fully expect it to be resolved just as the T-Mobile rep that contacted me promised it would be Thanks to the Revdex.com she contacted me quickly and I believe has handled it fairly and to my satisfaction I just want the proof in the form of the final bill with the correct amount before I am willing to sign off as the officially resolving the matter As soon as I get that bill I will contact the Revdex.com immediately Thank you for being such a powerful advocate, [redacted] ***

Complaint: [redacted] This email is in response to an email I received stating that my case (# [redacted] ) isnow closed with T-MobileI had called Daniel (twice) to inform him that I still hadn't received the refund of $and some change to my credit cardHe also told me my account was at $and cleared to be closedThe next day, I received a bill for $I called him the two times to discuss this and never received a call backThen I got an email that my case was closedI need this reopened, as Daniel has not done what he said he did to resolve the issue Thanks, [redacted] Sent from my iPhone

September 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 2, 2015, regarding the above-referenced account T-Mobile is pleased to report that [redacted] concerns have been resolved to her satisfaction T-Mobile regrets any issues [redacted] experienced in regards to her Limited Warranty Exchange and our loaner phone program T-Mobile records reflect that [redacted] began using her HTC One S gradient blue handset on her account beginning on March 19, Provided with [redacted] purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care For our prepaid customers like [redacted] ***, 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 mail Please 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 shipped If the Return Center does not receive the equipment within days of Customer Care placing the order for a replacement, the order is cancelled As a courtesy to our customers, T-Mobile provides customers with a loaner phone program In exchange for a deposit of $50.00, the customer may borrow a handset from a direct T-Mobile retail store for days while they wait for their handset exchange to be processed It is important to note that if the handset is not returned within the day period the deposit is forfeited and the customer may keep the handset T-Mobile records indicate that on July 24, 2015, [redacted] took advantage of the loaner phone program and received a Samsung Exhibit handset, with the IMEI number [redacted] Records indicate that the handset was not received by August 7, 2015; therefore, [redacted] forfeited her $deposit and was allowed to keep the handset T-Mobile records reflect that the post-exchange order was cancelled on August 16, 2015, as the handset was out of warranty T-Mobile has no record of [redacted] being sent a handset from T-Mobile’s warehouse However, upon speaking with [redacted] ***, and in an effort to amicably resolve the matter, as [redacted] loaner handset is non-responsive, on September 4, 2015, T-Mobile sent [redacted] a replacement handset, the Samsung Galaxy Light at no charge [redacted] accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response