T-Mobile USA

December 8, 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 December 5, 2017, regarding the above-referenced accountT-Mobile has confirmed that [redacted] and [redacted] are one and the sameT-Mobile is pleased to report that we spoke to Mr [redacted] and he confirms that his concerns have been resolved to his satisfaction T-Mobile regrets any concerns that Mr [redacted] has experienced in regards to his refundPlease 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 contact with our Customer Care T-Mobile records confirm that on October 27, 2017, Mr [redacted] purchased an Apple iPhone X 64GB for $plus taxAccordingly, Mr [redacted] remitted a payment of $1,Please note, pursuant to T-Mobile’s terms, handsets returned within the return period will take up to days from the date of receipt to process a refundFurther records reflect that on November 13, 2017, T-Mobile received Mr [redacted] ’s above equipment as such a refund was going to be processed by December 13, Nonetheless, in an effort to amicably resolve this matter, on December 6, 2017, T-Mobile issued a refund to Mr [redacted] ’s credit card in the amount of $1,Please be advised that it can take up to three business days for the refund to be received to Mr [redacted] ’s financial institutionMr [redacted] accepted this as full resolution to his concernsT-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 Nicole C [redacted] Executive Response

October 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 October 25, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any frustration Mr [redacted] encountered with canceling his T-Mobile accountOur records confirm that on July 16, 2015, Mr [redacted] activated his accountAt the time of activation, Mr [redacted] ordered an LG Leon, an LG G Stylo, a Samsung Galaxy Note 4, and an iPhone GoldMr [redacted] elected to finance the cost of the equipment through the Equipment Installment Plan (“EIP”) wherein he agreed to pay for the balance of $1,in monthly installments of $Further records confirm that the equipment was received at our warehouse on September 10, Unfortunately, due to an administrative error, Mr [redacted] ’s account was not cancelledHowever, on October 13, 2015, Mr [redacted] contacted Customer Care and pursuant to his request his account was cancelled effective the same date and on October 19, 2015, the EIP balances were waivedIn an effort to amicably resolve this issue, T-Mobile has applied a $credit to Mr [redacted] ’s account to bring his outstanding balance to zeroPlease note that Mr [redacted] has remitted two payments totaling $As Mr [redacted] did not utilize the service we have refunded these payments back to him which will be sent as a prepaid refund card to his billing addressMr [redacted] can expect to receive his refund within seven to ten daysWe will follow up on Mr [redacted] ’s account after his final billing statement is printed on November 10, 2015, and adjust any final balance to zeroAfter which, Mr [redacted] ’s account will remain closed with a zero balancePlease be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any of our representatives failed to do so while assisting 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, INCBrian W [redacted] Executive Response

November 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 November 22, 2016, regarding the above-referenced account We are saddened to have lost Mr [redacted] as a customer and regret to hear that he had any concerns regarding his final balance dueT-Mobile records confirm that Mr [redacted] canceled his account on October 15, 2016, when he ported his mobile numbers to another service provider Mr [redacted] ’s billing cycle ran from the 14th of one month to the 13th 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, Mr [redacted] was billed through November 13, As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from October 16, 2016, through November 13, 2016, leaving the balance due of $which consisted of monthly service charges from September 14, 2016, through October 15, Please note that on November 21, 2016, Mr [redacted] has accepted this offer and remitted a one-time payment in the amount of $117.34, leaving account closed with a zero balance and considers this matter resolved to his satisfaction 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 Christina 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 meThank you for helping me resolve this issuePlease help me ensure that this complain will be closed per T-Mobile agreement to credit my account for the cost of the two phonesHave a wonderful day.Sincerely, [redacted] ***

October 19, 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 12, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with M.s ***, she confirmed that T-Mobile had resolved this matter to her satisfactionT-Mobile regrets Ms***’s concerns regarding her recent JUMP! On Demand (“JOD”) upgradeOur records indicate that on July 29, 2015, Ms [redacted] initiated a JOD lease agreement with an Apple iPhone deviceJOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costWhen a phone is subject to a lease, T-Mobile, not the customer, owns the phoneHowever, a customer may choose to purchase their leased device at any time during the 18-month lease termA lease buyout must be completed at a Retail Location or through Customer CareThe customer is responsible for the remaining lease payments, the purchase option price and all applicable taxesOnce paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statementCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD 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 entered intoPlease be advised that on September 27, 2016, Ms [redacted] participated in a JOD upgrade from the above mentioned Apple iPhone device to an Apple iPhone device which required an upfront amount due of $As part of the JOD upgrade agreement, Ms [redacted] traded in her Apple iPhone device and in exchange T-Mobile ended her lease agreement as she had opted out of purchasing their leased handsetAlso included with Ms***’s JOD upgrade, T-Mobile provided a day return period which allowed Ms [redacted] to use the Apple iPhone to see if it meets her 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 JOD agreement entered into at the time of the original purchaseIt is important to note that the return period does not include returning the above mentioned Apple iPhone device as the handset is T-Mobile owned and the lease had been terminatedAccordingly, when Ms [redacted] requested to return her newly leased Apple iPhone device and have the Apple iPhone handset returned to her, T-Mobile advised that we would provide a refund of $for the upfront cost of the Apple iPhone device, but we would not be able to return the Apple iPhone handsetWhile Ms***’s situation is unfortunate, it is not a result of T–Mobile error or wrongdoingHowever, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile agreed issue a $credit to Ms***’s account which was equal to the current balanceAs of the date of this letter, Ms***’s account remains closed with a zero balancePursuant to a conversation with Ms***, she confirmed that this matter was resolved to her satisfactionT-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, INCAlberto V [redacted] Executive Response

December 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 December 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] with regards to his T-Mobile paymentOur records indicate that on November 27, 2016, Mr [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $and December 25, 2016, in the amount of $It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customerOn December 8, 2016, Mr [redacted] remitted a cash payment in the amount of $at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement dateT-Mobile regrets any inconvenience to Mr [redacted] On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr [redacted] ’s original form of payment totaling $which he will receive within three business daysBased 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , even though I accept the settlement, but I don't agree with T-Mobiles argument of service guarantee in my caseThey have a responsibility as a service provider 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] ***- [redacted]

October 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 29, 2016, regarding the above-referenced file numberPlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting [redacted] regarding her correspondence to your officeIn an effort to resolve this matter amicably, on October 5, 2016, T-Mobile spoke with an authorized user on the referenced T-Mobile account, and resolved this matter to their satisfactionT-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, INCPancho Q [redacted] Executive Response

April 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account T-Mobile regrets any continued concerns Ms [redacted] experienced in regards with her billing statementsAs mentioned in our previous response to file number [redacted] , T-Mobile records reflect that Ms [redacted] has two lines in her account ending in [redacted] and [redacted] and is currently subscribed to the Simple Choice Family Unlimited Talk, Text, and gigabyte (“GB”) of Data rate planThis plan provides the first two lines with unlimited talk, text and 1GB of data for $per monthAdditionally, Ms [redacted] elected to have JUMP! for $a month on both linesFurthermore, T-Mobile records confirm that Ms [redacted] elected to have a $9GB data feature on the line ending in ***Lastly, Ms [redacted] elected to have a $6GB data feature on the line ending in Please note that all pricing is before any applicable taxes and feesMs [redacted] ’ selected rate plan and features come to $each month before tax T-Mobile records indicate that on July 24, 2015, Ms [redacted] qualified for our Equipment Installment Plan (“EIP") offering with the purchase of two handsets and associated accessoriesPlease note that the handset portions of the EIP have been closed and Ms [redacted] is currently paying $for the accessories only Additionally, T-Mobile records indicate that on January 21, 2017, Ms [redacted] qualified for our EIP offering with the purchase of a Samsung Galaxy SEdge 32GB handset and an iPhone 32GB handsetAccordingly, Ms [redacted] was asked to make a down payment in the amount of $for the Samsung Galaxy S Edge handset and $for the iPhone handset and agree to a series of monthly installments in the amount of $for the Samsung Galaxy SEdge handset and $for the iPhone handset Based on the monthly service and equipment charges, T-Mobile records confirm that Ms [redacted] is set to pay $plus any applicable taxes and fees T-Mobile records confirm that Ms [redacted] ’ billing cycle runs from the 25th of the month to the 24th of the following month, with payment due on the 17thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip A review of the account confirms that Ms [redacted] ’ payment that was due on February 17, 2017, was not received on timeT-Mobile provided Ms [redacted] with text and a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedPlease be advised that T-Mobile records confirm that Ms [redacted] account was suspended on February 27, 2017, and March 9, Therefore, when Ms [redacted] made a payment on February 28, 2017, and March 9, 2017, and the account was reactivated, the account was assessed a $plus tax restore from suspension fee for each suspension per line of service on each occasion Ms [redacted] ’ billing statement dated March 26, 2017, reflects a total balance owed in the amount of $This balance consists of charges in the amount of $for services rendered from March 25, 2017, through April 24, 2017, and monthly payments for the above mentioned EIPsAdditionally, Ms [redacted] has been charged a total of $for restoration from suspension fees for the above mentioned suspensions Please be advised that on March 31, 2017, as a courtesy T-Mobile Ms [redacted] T-Mobile waived all four restore from suspension fees and applied a courtesy credit in the amount of $Please note that Ms [redacted] ’ account currently reflects a $balanceT-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

July 10, 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 29, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her handset and coverageIn Ms [redacted] ’s letter to your office, she indicates that she is not able to use service with her handset in or around her homeWe regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile has verified the address on Ms [redacted] ’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues T-Mobile records reflect that Ms [redacted] purchased a Samsung SEdge on June 6, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’s account, this warranty has been extended as she subscribes to the optional Assurant Device ProtectionDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage On July 23, 2016, our records confirm that Ms [redacted] completed her first warranty exchange for her Samsung SEdge handsetOn June 3, 2017, Ms [redacted] completed her second warranty exchange for the same handsetOn June 11, 2017, Ms [redacted] called in to our Technical Support Team and reported that her handset was not working properlyT-Mobile completed basic troubleshooting with Ms [redacted] On July 3, we spoke to Ms [redacted] and offered an upgrade to the Samsung Shandset for $Ms [redacted] was satisfied with the offer presented to her 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 Belen L [redacted] Executive Response

August 2, 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 July 20, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience this matter may have caused Ms***- [redacted] and we appreciate the opportunity to address her concernsT-Mobile records confirm that as of March 10, 2017, Ms***- [redacted] is subscribed to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan, which for $75.00, provides one voice line with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that on March 28, 2017, Ms***- [redacted] added an additional mobile internet line which for $provides unlimited data for a tablet device T-Mobile records indicate that on March 28, 2017, Ms***- [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Tab SdeviceAccordingly, Ms***- [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $Please note that with the above mentioned services Ms [redacted] ***’s monthly recurring charges would be $ In order to amicably resolve Ms***-***’s concerns T-Mobile has agreed to enroll her in our Insider Hookup Promotion which would provide her a monthly 20% discount and the ability to continue enjoying the mobile internet servicesPlease note that the 20% is deducted from the base amount in service charges not including equipmentThe 20% discount would bring the service charges to an amount of $plus the equipment charges of $to a monthly recurring charge of $Please note that any type of late payment or suspension fee etcwould cause this amount to fluctuate Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Retail and Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Thania R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The account holder received one call with voice mail on May 9, 11:45am from Diane regarding the issue, thank you Both the account holder and I tried to call back to Diane times in total since then, and always ***t to her voice mail So I left message to ask her to call me back directly, but didn't receive any phone call on my number.Also, I just tried to call t-mobile general customer service directly and the representative whose name is Nikia confirmed that [redacted] is one authorized user under my account I'm not sure if T-Mobile has different system from different departments, but I'm confused why one can see I'm authorized and one cannot.Anyways, Diane, please either call account holder or call me back at [redacted] or let us know what time we can call you so won't get to the voice mail 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 me I sent the LG G Pad back today, 7/17/17, per our agreement using their prepaid UPS return label, tracking # [redacted] 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 meIf there are any issues on my next bill, I will resubmit the complaint.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 me, provided that the refund is receivedCitibank has not yet sent the refund and made a error in the address it sent the refundAs of today, 3/23/no refund has been receivedCitibank stated it would take 2-business days for them to process the Ach form sent on 3/18/to direct deposit the refundI request the complaint remain open until the refund is receivedSincerely, [redacted]

May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 3, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding her additional line requestT-Mobile records indicate on March 6, 2009, Ms [redacted] activated her T-Mobile accountPlease be advised, Ms [redacted] is eligible to activate five lines of serviceAs a courtesy to Ms [redacted] , in March and July 2016, T-Mobile made an exception and provided Ms [redacted] with an additional three lines of service On April 28, 2017, Ms [redacted] requested to activate an additional line of serviceDue to a clerical error, T-Mobile attempted to activate an additional line of service on Ms [redacted] ’ account and she was advised the new line activation was successfulAs Ms [redacted] ’ account has exceeded the amount of qualifying lines, the new line activation was not successfulT-Mobile records do not indicate Ms [redacted] was billed for a SIM cardHowever, on April 28, 2017, Ms [redacted] ’ was issued a credit in the amount of $for the amount T-Mobile charges for a SIM cardT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

Tell us why here May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regard to the Free Add-A-Line: This One’s On Us! offerStarting March 1, 2017, and ending on March 5, 2017, postpaid customers on an eligible plan who have a minimum of two voice lines can activate one additional line for freePlease note that customers will receive monthly bill credits to cover the cost of the add a line fee which may take up to two billing cycles to reflect on the customer’s bill On March 4, 2017, T-Mobile records confirm Mr [redacted] activated a mobile number ending in at a price of $per month after his discount for being enrolled in AutopayOur records indicate Mr [redacted] met the eligibility requirements as he is currently enrolled in our T-Mobile ONE rate plan and has two additional active voice linesAfter review of Mr [redacted] ’s account, he is due to begin receiving the promotional bill credit on his May 10, 2017, billing statement and will receive systemic credits for the two months that he has been billed for his line Nevertheless, in an effort to amicably resolve Mr [redacted] ’s concern, on May 5, 2017, T-Mobile applied an account credit for each month he was charged for a total of $In addition, as a gesture of goodwill, we applied an additional credit of $which resulted in a credit balance of $ Please 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 CareT-Mobile regrets any inconvenience this may have caused 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 Carlos T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The T-Mobile response provided is NOT the resolution provided by the T-Mobile dispute resolution representative during our phone discussion 1) The response from T-Mobile advises that the existing balance of forty-nine dollars and change is correctThat is not correctThe representative agreed to zero out the existing balance The bottom line: I owe T-Mobile zero dollars and zero centsThat is not written in this response2) "Customer rejected credit" is a misleading and not entirely correct statement There were two credits issued by T-Mobile: Credit one, issued on the bill, which is what brought the amount owed down to the now forty-nine dollars and changeTHAT credit IS acceptable (to me), AS LONG AS the remaining balance is removed as well The second "credit", of which I was only informed of on the call with the dispute resolution specialist, was a mailed gift card of some sortTHAT I did declineReason: I do not want a gift cardI want a zero balance 3) The final agreement points decided upon by the dispute resolution specialist and myself are as follows: a) T-Mobile will adjust any and all "owed" amounts to $ b) The aforementioned $balance will be visible on the next billing cycle(Note [redacted] I did request this in writing and was refused) c) The "credit gift card" (said to have been mailed to me), per my request, will be voided on T-Mobile's end / thrown away on my end Sincerely, [redacted]

April 5, 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 March 26, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the account Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms*** T-Mobile regrets to hear that Ms [redacted] had any concerns regarding her T-Mobile billRegretfully, with the information available, T-Mobile is unable to discern the specifics of Ms***’s specific dispute with T-MobileHowever, our records reflect that Ms [redacted] has contacted our Customer Care team regarding the concerns of our Friends and Family Lines On Us promotion T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] associated to the Friends and Family Lines On Us promotionBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Ms*** To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account So long as Ms***’s account keeps the lines active, she is eligible for the free promotion Our records reflect that on November 20, 2016, Ms [redacted] activated three voice lines and two mobile internet lines of service, therefore being eligible for two $bill credits to provide the lines of service for freeUnfortunately due to an inadvertent system error, Ms [redacted] was not appropriately applied the promotional bill credits Nevertheless on February 25, 2017, to correct the missing credits, T-Mobile issued Ms [redacted] $credit to cover the promotional bill credits for last two months and escalated concerns to our promotions team to ensure that her numbers were enrolled in the promotion to receive the adjustments automatically going forward Our records reflect that on March 1, 2017, one of her numbers were enrolled receiving a $monthly service charge and T-Mobile is actively working on ensuring that her second number is enrolled to fulfill the promotion going forwardIn the meantime, a second adjustment of $was applied on March 30, 2017, to ensure that she received the appropriate credits towards on her March 2017, billing statement Again, we regret that Ms [redacted] has experienced anything but a Un-Carrier experience with our promotions and appreciate her patience while we continue to work to resolve her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response