T-Mobile USA

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 18, 2017, regarding the above-referenced account T-Mobile regrets any concern that Mr [redacted] has experienced regarding his equipment purchasePlease 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 team Upon speaking with Mr [redacted] , he confirmed that his concerns were in regards to T-Mobile Customer Service and initial phone and accessory purchases made on April 17th and April 20th of T-Mobile records indicate that on April 17, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Shandset at a cost of $At the time of purchase, Mr [redacted] was required to make a down payment of $and he agreed to a series of monthly installments in the amount of $ Additionally, on April 20, 2017, Mr [redacted] initiated an EIP with the purchase of a Samsung Gear Sa cost of $Mr [redacted] was required to make a down payment of $and agreed to monthly installments in the amount of $ Pursuant to our conversation with Mr [redacted] , he indicated that his concerns have since been resolved and he is satisfied with his services and equipmentHowever, in an effort to amicably resolve Mr [redacted] ’s concerns, on April 24, 2017, T-Mobile applied a one-time courtesy credit in the amount of $toward the EIP balance for the Samsung Gear SPlease note this credit reduced the remaining balance owed or the equipment to $283.99, also reducing the monthly installments to installments of $Please note Mr [redacted] can confirm these changes by visiting MyT-Mobile.comT-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 Sharon B [redacted] Executive Response

September 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 August 28, 2015, 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 letterT-Mobile regrets any dissatisfaction Mr [redacted] may have experienced with his refund or our network availability for his areaThere are several factors which can affect our network in a given area, and as such, T-Mobile is unable to guarantee coverageT-Mobile has verified the address on Mr [redacted] ’s account and based on our coverage map, confirms that his account address is in a satisfactory coverage area with in-home coverage limitationsOur records confirm on August 10, 2015, Mr [redacted] purchased an Apple iPhone Plus device kitThe order total of $included the handset charge of $849.99, a $System Identifying Module (“SIM”) card kit, a $deposit, $in applicable taxes and an $shipping chargeThe returned Apple iPhone Plus kit was subsequently received at our Return Center on August 20, T-Mobile’s process is to initiate a refund via the original payment method within ten business days of receipt of the returned equipment at our designated addressT-Mobile is actively investigating the status of Mr [redacted] ’s refund of $for the handset, the SIM kit and $in applicable taxesT-Mobile will apprise Mr [redacted] of an updated refund status once receivedFurther, Mr [redacted] is welcome to contact me at the number below to inquire as to the status of this refundIn addition, T-Mobile has processed a refund via prepaid refund card in the amount of $In this matter, we will ensure that Mr [redacted] is refunded in full for the deposit and shipping costs associated with this transactionMr [redacted] can expect the prepaid refund card to be shipped to his address of record within seven to ten business daysT-Mobile will likewise ensure that Mr [redacted] ’s account is adjusted to reflect a zero balance following the September 2, billing cycle closure dateT-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 [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [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 mePlease find attached documentation of cellspot return.Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

August 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 7, 2017, regarding the above-referenced file number T-Mobile regrets to hear of Mr [redacted] ’s concerns regarding the T-Mobile prepaid refill card that he purchased from WalmartRegretfully, T-Mobile does not have the ability to research transactions completed at locations other than T-MobileAdditionally, please be advised that per our Terms and Conditions, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” However, as a gesture of goodwill and in an effort to amicably resolve the matter, on August 8, 2017, T-Mobile issued a refund to Mr [redacted] in the form of a prepaid MasterCard that will be issued by CitibankMr [redacted] should allow up to fourteen days to receive his cardWe regret 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 David T [redacted] Executive Response

August 31, 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 23, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr***’s concerns to his satisfactionT-Mobile understands the importance of customers billing statements reflecting the expected charges and we regret any difficulties Mr [redacted] has encounteredT-Mobile also wishes to thank Mr [redacted] for bringing his concerns to our attention as customer feedback is very important in improving the overall customer experienceIt is important to note that Mr***’s account is billed for the current month of service with a billing cycle that starts on the 19th of each month and ends on the 18th of the following monthAdditionally, Mr [redacted] has the following Equipment Installment Plans (“EIP"): • 4G LTE HotSpot for $per month • LG Optimus Lfor $per month • Two Alcatel One Touch Pixi tablets and device accessories for $per month • Samsung Galaxy S32GB for $per monthT-Mobile records confirm that, on July 21, 2016, the rate plan was changed to T-Mobile’s Simple Choice rate plan for $per month; previously Mr***’s account was subscribed to the Simple Choice Family Match plan for $This rate plan change was backdated to July 19, 2016, the start of the then current billing cycle which resulted in the following billing statement reflecting monthly recurring charges for the Simple Choice rate plan for both the July and August billing cycles along with the EIP installments and a total amount due of $T-Mobile regrets any confusion or inconvenience this may have cause Mr***During the timeframe Mr [redacted] was speaking with T-Mobile to settle the account balance, T-Mobile records indicate he was quoted a monthly cost of approximately $going forward after payments had been madeIn order to provide a truly un-carrier experience, T-Mobile has applied an account credit in order to revise the balance to match $In addition to this account credit, T-Mobile has also waived the remaining balance owed on the HotSpot device, again to reach an amicable resolution; no installments for this device will appear on future billing statementsAs of the date of this letter, Mr***’s account reflects a balance of $and has a future dated payment for $to be processed on September 1, Once this has posted to the account, the remaining balance of $will be due no later than September 11, Going forward, Mr***’s monthly recurring charges will be $plus applicable taxes, fees, and surchargesBased 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, INCLiana G [redacted] Executive Response

July 31, 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 T-Mobile regrets that Ms [redacted] feels that T-Mobile’s previous responses to her concerns have been insufficient to address her concernsIn regards to Ms [redacted] ’s concerns with her Carrier Freedom submissionsT-Mobile records confirm that Ms [redacted] first submitted for our Carrier Freedom reimbursement program on November 11, At that time, and upon reviewing the documents which Ms [redacted] submitted, T-Mobile found that Ms [redacted] was eligible for a total of $The breakdown of this reimbursement is as follows: line ending in [redacted] was charged a total of $in eligible charges and received a device tracredit of $and pursuant to the terms of Carrier Freedom; this left a reimbursement for this line in the amount of $Ms [redacted] ’s line ending in [redacted] was assessed an early termination fee in the amount of $which was also eligible for reimbursementThis was a total of $which was reimbursed and sent to Ms [redacted] in the form of a prepaid refund card In reviewing Ms [redacted] ’s original Carrier Freedom submission, T-Mobile found that she was denied any additional reimbursement as the final billing statement she submitted did not clearly outline which charges needed to be reimbursed T-Mobile has once again reviewed the account and confirmed that mobile numbers ending in [redacted] and [redacted] were transferred to another service provider on February 9, The arrangement to transfer the line of service was made directly with Ms [redacted] ’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the lines of service after Ms [redacted] ’s new wireless service provider took control of themIn reviewing our records, T-Mobile first received a request to cancel the remaining lines of service ending in and [redacted] on Ms [redacted] ’s account on May 3, 2017, when Ms [redacted] contacted T-MobilePlease be advised during the period of February 9, 2017, and May 3, 2017, Ms [redacted] did not contact T-Mobile As T-Mobile was not advised of Ms [redacted] desire to cancel the line ending in and [redacted] the account was billed for services through May 3, It remains T-Mobile position that the balance is valid and owedThe balance of $2,consisted of monthly access charges for the billing period of February 5, 2017, through May 4, 2017, accelerated EIP charges of $1,480.36, applicable taxes, fees and a collection fee in the amount of $ Although it is T-Mobile’s position that this balance was valid and owed, as previously advised as a courtesy, we applied a credit of $This substantial credit covered all monthly access charges, applicable taxes and fees for the period from February 5, 2017, through May 3, 2017, which was the date of cancellationThis reduced the balance to $1,As an additional courtesy, on July 13, 2017, T-Mobile applied a credit to the account in the amount of $for the collection fee mentioned aboveThis leaves the account with a balance of $1,This final balance consists of only the remaining accelerated EIP balances for two Samsung Galaxy SEdge devices and one Samsung Galaxy Tab SIt is T-Mobile’s position that this balance remains valid and owed In Ms [redacted] ’s correspondence to your office, she indicates that she did not receive a billing statement detailing what she was billed forIt is important to note that Ms [redacted] was subscribed to T-Mobile’s paperless billing at the time of activation and has always had her billing statements delivered to her electronically and did not receive an actual paper statementMs [redacted] ’s account remained on paperless billing until her account was canceled on May 3, and her online account access was disabled at this timeAt the time of cancellation, T-Mobile automatically removes paperless billing enrollment and sends our customers a paper copy of their final billing statements including any revised billing statementsIn Ms [redacted] ’s case, T-Mobile sent a copy of the billing statements to the billing address on file which matches the address Ms [redacted] has provided to your officeIn addition, T-Mobile made several attempts to notify Ms [redacted] of her past due balance prior to the account being sent to collection which was in the form of text messages to the active numbers on the account, billing and late notificationsTherefore, it is T-Mobile’s position that Ms [redacted] was properly notified of her balanced owed prior to being sent to third party collections on June 2, T-Mobile has reviewed the additional documents Ms [redacted] has submitted to your office, and has confirmed these documents were not received during the appropriate timeframe to be eligible for the additional charges in regards to the Carrier Freedom programIn review of these documents there were additional charges which may have been eligible for reimbursement in the amount of $Although Ms [redacted] is outside the allotted timeframe to resubmit these documents for reimbursed, as an additional courtesy, T-Mobile applied the credit of $to Ms [redacted] ’s account which reduced the balance to $ As Ms [redacted] maintains possession of the devices it is T-Mobile’s position that the charges for the equipment are valid and owedHowever, as previously stated, T-Mobile has agreed, to allow Ms [redacted] to return her two Samsung Galaxy SEdge devices and Samsung Galaxy Tab S2, directly to our office with no physical or liquid damageWe have extended this offer and the devices must be post marked for return by August 14, 2017, from the date of this letter at: T-Mobile USA, Inc Attn: [redacted] * It is important to note that if the devices are returned damaged, the devices will be returned to Ms [redacted] and the EIP balances will remain valid and owedUpon receipt of the devices, T-Mobile will apply a credit for the matching charge for each device as follows; Samsung Galaxy SEdge IMEI 356164074390851, Samsung Galaxy SEdge 357751075183084, Samsung Galaxy Tab Stotaling $1,Ms [redacted] ’s account will be left with a credit balance after all credits have been issued for equipment totaling $T-Mobile agrees to refund any credit balance remaining to Ms [redacted] Again, if Ms [redacted] , would like to accept T-Mobile’s offers to amicably resolve this matter, she may return her equipment as outlined above no later than August 14, After August 14, 2017, T-Mobile’s offer to return the equipment will be considered void and the balance of $will remain valid and owed 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 Andrew S [redacted] Executive Response

October 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 7, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Mr [redacted] concerns to his satisfactionT-Mobile regrets any confusion Mr [redacted] may have experienced in regards to his recent handset exchangeOur records confirm that when Mr [redacted] activated his account on April 16, 2014, he purchased a Samsung Galaxy Shandset using our Equipment Installment Plan (“EIP”) offeringPlease note that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program 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 damageIf a device is received with physical damage, an out of warranty plus tax is assessed to the accountThis information is disclosed at the time an order is placed, as well as in the collateral included with the replacement deviceOur records confirm that on July 24, 2015, following the completion of device troubleshooting, a Handset Exchange Program order was placed for Mr [redacted] Samsung Galaxy ShandsetUpon receipt of Mr [redacted] non-working handset, our trained technicians inspected the device, and confirmed that the device had incurred physical damage to the camera lensAn image of the damage can be viewed at https:// [redacted] As such, on August 11, 2015, an out-of-warranty fee and applicable taxes in the amount of $was assessed to Mr [redacted] accountIn an effort to amicably resolve Mr [redacted] concerns, on September 23, 2015, a credit of $was offered and accepted towards the out-of-warranty feeAlong with Mr [redacted] monthly access charges, the balance owed at that time was $Mr [redacted] remitted a payment of $on October 8, 2015, and the remaining $was placed on an extended payment schedule (“EPS”), allowing Mr [redacted] to break up the balance over payments of $However, in an effort to amicably resolve Mr [redacted] concerns, on October 9, 2015, T-Mobile spoke to Mr [redacted] and cancelled the EPSAdditionally, T-Mobile issued a credit to Mr [redacted] account in the amount of $155.29, reducing the balance to $150.00, which equals the deductible amount for the device if a handset protection claim had been filedMr [redacted] account remains active, with a balance of $A hold has been placed on Mr [redacted] account through October 23, 2015, to allow him time to arrange for payment without interruption of serviceIt is important to note, however, that a past due amount remains on the account on October 23, 2015, Mr [redacted] service may be interruptedMr [redacted] may contact Customer Care at [redacted] to arrange for paymentT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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, INCChris P [redacted] Executive Response

June 28, 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 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] experienced in regards to her billing charges and appreciates the opportunity to respond to her concernsT-Mobile records indicate that Ms***’s account was subscribed to the T-Mobile ONE promotional rate plan, which for $per month, provides the first two lines ending in [redacted] and [redacted] with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability Additionally, on October 23, 2016, T-Mobile records indicate that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offeringMs [redacted] purchased two UE MegaBoom speakers and agreed to monthly installments in the amount of $per speakerPlease note that should a customer elect to cancel their account prior to completing the monthly installments the remaining balance will be accelerated to the next billing statement T-Mobile records confirm that on June 6, 2017, Ms [redacted] transferred responsibility for the mobile numbers ending in ***, through the process of a Change of Responsibility (“COR”) and was then no longer financially responsible for the mobile numberOn the same day, an electronic signature request was sent to the new customer requesting that they assume responsibility for the EIP attached to mobile number ending in [redacted] for one of the UE MegaBoom speakers with a remaining balance of $ After further review, our records indicate that the electronic signature was not received within the allotted hoursPlease note that the responsibility remains that of the original customer until an electronic signature agreement is signed by the receiving partyTherefore, Ms [redacted] remains responsible for the equipment charges Nevertheless, as a courtesy on June 27, 2017, T-Mobile absolved Ms [redacted] of the remaining balance of the EIP for the UE MegaBoom speaker attached to the mobile number ending in ***T-Mobile appreciates Ms***’s business and we regret any inconvenience that she may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alyssa K [redacted] Executive Response

Revdex.com: Thank you for your assistanceTmobile has now agreed to do what I asked to be done in the first placeI want to note, for the record, that I have not received a refund card for $I will be expecting that soon.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] ***

September 2, 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 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced upon activating service with T-MobileOur records confirm that Ms [redacted] activated service on June 21, 2016, with five lines of serviceAt the time of activation Ms [redacted] activated under our Simple Choice Family plan at the cost of $per month for the first four lines which provides unlimited calling messaging and the first 6GB of data, additional lines may be added at the cost of $per lineIn addition, at the time of activation Ms [redacted] elected the JUMP! Feature on the lines of service ending in [redacted] and [redacted] at the cost of $per line per monthThe JUMP! Feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceWith a claim of a handset being lost, stolen or physically damaged it is important to note that a pre-determined deductible is charged based on equipment modelT-Mobile records indicate that on June 21, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an [redacted] iPhone 6S Plus16GB and an [redacted] iPhone 6S 16GBEIP 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 installmentsAccordingly, 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 $T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needsIf Ms [redacted] found that the service was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellationMs [redacted] would also have been able to return her handsets for a refund, less any restocking feeAs Ms [redacted] is beyond the return period for her account, she may cancel the account at any time but is unable to return the purchased device(s)If the account is canceled, any remaining EIP charges will be accelerated and become due in full with the final billing statementIt is important to note that while T-Mobile supports devices from other carriers, we are unable to guarantee all functionalities of the handsets based on compatibility and potential system limitationsWhile T-Mobile regrets any difficulties Ms [redacted] may have experienced, T-Mobile respectfully declines any request for refund of monies paid on the independent shop mentionedT-Mobile has reviewed Ms [redacted] ’s concerns in regards to the overages mentioned in her correspondence to your office, please note that her rate plan does not allow any nationwide overages and the charges incurred are those for international usage chargesPlease be advised that all T-Mobile customers automatically have permission to dial internationally unless they have requested International Long Distance Barring to be added to their accountsThere is no cost for this feature, and customers are only billed for the international long distance rate to the country they are calling if the feature is usedT-Mobile records confirms that Ms [redacted] ’s mobile number ending in [redacted] used T-Mobile’s direct service to make international calls which took place during the calling period of June 23, 2016, through July 22, In review, the total international charges were of $Although T-Mobile finds the charges to be valid and owed, on August 10, 2016, a credit of $was issued towards the international call chargesT-Mobile has reviewed Ms [redacted] ’s concerns regarding the [redacted] iPhones promotions at the time of activations and confirms that she was eligible for a promotional activation reimbursement card of $400.00; T-Mobile records confirm that the reimbursement card has been approved as of August 19, 2016, and Ms [redacted] should expect delivery within two to three weeksAlthough the return period has been exceeded, in an effort to resolve the matter and as a gesture of goodwill, if Ms [redacted] returns the above mentioned two [redacted] iPhones in like-new condition, with no physical damage, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $1,The handsets can be mailed to my attention to the following address: T-Mobile USA, IncAttn: Sacny A [redacted] c/o Executive Response Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] turn off the Find MyiPhone feature off, and that she please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetPlease be advised if the full kit is not returned, such as the charger, a $restocking fee will be deducted from the credit offered abovePlease be advised that if our final examination of the handset/s indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms [redacted] and the EIP balance will then be considered valid and owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than September 14, Should Ms [redacted] fail to meet this date, the offer will be considered void and charges will be considered validIt is important to note that Ms [redacted] is not under a contractual agreement with T-Mobile, and as such should she not be satisfied with T-Mobile service, she may cancel at any time without incurring an early termination feeAdditionally, should Ms [redacted] , cancel her service by September 14, 2016, either by contacting Customer Care to schedule the cancelation or her service or by initiating a port out of her mobile numbers, T-Mobile has agreed to waive the accounts current balance of $Should Ms [redacted] opt to maintain services with T-Mobile, it is important to note that coverage and services are functioning as expected, and no compensation will be providedT-Mobile respectfully declines Ms [redacted] ’s request for a refund of services paid to T-MobileBased 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, INCSacny A [redacted] Executive Response

October 6, 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 October 2, 2016, regarding the above-referenced accountOn October 4, 2016, T-Mobile spoke with [redacted] , who was added as an authorized user on September 14, T-Mobile makes 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 CareFrom September 15, through September 25, 2016, new and existing postpaid customers on the T-Mobile ONE rate plan could get a new ‘iPhone On Us’ (or an iPhone Plus for $120.00) with the traof an eligible iPhone and activation on a 24-month Equipment Installment Plan (“EIP”)Mr [redacted] confirmed that the iPhone 32GB handset upgrade order was placed on September 15, 2016, following the addition of himself as an authorized user on the accountT-Mobile confirms that iPhone On Us credit for an Apple 5S handset would be $Mr [redacted] confirms that he did not accept the T-Mobile One rate plan change required for the iPhone On Us offerIn an effort to resolve this matter amicably, T-Mobile applied a payment of $400.00, to Mr [redacted] ’s EIP balance of $The payment will reduce the number of installments due and not decrease the monthly installment amount of $There was also an account credit of $applied for the estimated travalue of the Apple iPhone 5S handsetThe account currently reflects a zero 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, INCPancho Q [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:You stated within your response that you rejected my filing in May and I had days to send a new oneThe first file I submitted was incorrectly submitted and I realized this within three days and called T-MobileYour T-mobile representative said that there was no way to remove a file already submitted, but to just submit a new one accuratelyI did as your representative suggestedOn April 16th, three days after the first file was submitted, I submitted a new file ensuring that all requirements were metAs you distinctly can see within both of the screen clips providedThe second one submitted April 16th is the one that has yet to receive a response and is the one I was referring to within my first complaintIt clearly states "Please allow up to weeks for processing"It has now been "processing" for days, which is weeks and daysI called T-Mobile regarding the issue after the week period had passed and when I finally got to representatives that would speak to me, you had one manger state that she didn't understand and it should have already been taken care ofYou had someone within your affiliated department for ETF Reimbursement state that she was confused and it should have already been taken care of because I clearly followed all necessary proceduresThe woman in this ETF Reimbursement department then had me on hold to clarify with her manager and she relayed that her manager stated, "We have had a lot of people participating in this promotion.." and essentially stated we will get around to your file when we get the time and feel less over-whelmedThat shouldn't be any of my concernT-Mobile offered to pay off my ETF with [redacted] and stated it would be "up to weeks for processing"It has been nearly weeks for processingI submitted the original complaint stating that if I had just sold my phone rather than trading it in to pursue this promotion I would have been left with a lot more money and a lot less hassleWithout even calculating what my previous phone would have been worth then, prior to the new edition being released, I simply looked at what T-Mobile would sell my previous phone at nowLooking up a Samsung Galaxy S16GB on the T-Mobile website right now, it states that under the conditions of excellent credit and with a discount the phone would be sold at $That means that $is the least amount of money someone would spend on it, because T-Mobile would make more money without the discount or with someone who does not have excellent creditI have been through so much stress with this promotion and that is why I requested a resolution of sending me $Realistically the phone was worth much more in April, but I didn't want to go through more stress trying to calculate that precise worthMy phone had an Otterbox case and had a thin glass extra front screen protector on it before I even left the [redacted] storeI still had the box that I purchased the phoneThe phone I turned in to T-Mobile could have been sold at the quality of a brand new Samsung Galaxy Sfor much more than $529.92, but instead I trusted in your company's promotion and offerNow for weeks and days I have waited for your company to follow through with their end of the jobThe images provided are screen shots from today, meaning that even after submitting my complaint, the files have still not yet been addressedI didn't respond to the phone calls because I stated that I would prefer to communicate by email or Revdex.com to have a paper trail for my own protectionI sent a reply email on July 6th to the following representative at T-Mobile: Ty R [redacted] , Executive Response, Office of the President/CEO, Desk: [redacted] ext [redacted] "After everything I have been through and all the calls I have made I don't have the time to call another representative and I would like to have something tangible for my own peace of mindBelow I am going to provide the body content of my email from July 6th:"I submitted a claim with the Revdex.com June 30, concerning the above referenced account You keep expressing for me to contact you by phone at my "convenience" Monday through Friday 8:00am to 4:30pm ptYou state that if I am unable to reach you, that you'd like for me to leave a voicemail with my name and T-Mobile number and you will return your call shortly after.You have since called me repeatedlyI am aware of your phone number and the times that you are available [redacted] extension [redacted] .I am not calling you, because I work 8-Monday through Friday, plus a second jobI will try to seek an opportunity to call you at my earliest "convenience", so please stop calling meI understand that you are trying to resolve my concerns, but there is a reason that I stated I prefer to communicate by emailThe few days I had off in the last month were spent talking to your multitude of offices at T-Mobile or trying to reach themI appreciate you reaching out to me, but I don't appreciate the voice-mails I find on my phone on a daily basis.If we can converse through email, it would be greatly appreciated"Now, I have received a message through Revdex.com stating that a T-Mobile representative would like to remove my complaint, because I refused to speak to him verbally and directlyThis is getting ridiculousI thought we could be professional about this and I am so grateful for the Revdex.com, which seems to be the best thing for me at this time, since communicating with T-Mobile directly seems to lack professionalismI stand by original request of a resolution by sending me $I hope to hear back soon from T-Mobile through Revdex.com.Sincerely, [redacted] ***

June 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 June 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms [redacted] ’s satisfactionT-Mobile regrets Ms [redacted] ’s concern regarding her JUMP! On Demand (“JOD”) promotional credits not being applied to her account and we appreciate the opportunity to address her concernsPlease note that the JOD Amped Apple iPhone promotion, offered a $per month bill credit toward the $JOD lease payment for the month term of the leaseIt is also important to note that the promotion required a smartphone trafor eligibilityMs [redacted] confirms that she did not traany handsets when she purchased her two Apple iPhone handsets with JOD thus making her ineligible for the $per month bill creditNevertheless, T-Mobile has manually applied account credits totaling $toward the first lease payments for the handsetsIn an effort to resolve this matter amicably, T-Mobile has agreed to apply a $manual account credit on the June 22, 2016, through the January 22, billing statements toward the remaining lease paymentsMs [redacted] ’s monthly recurring charges, JOD lease payments and applicable taxes are estimated to total $each billing cycleThe account currently has a credit balance of -$T-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her businessBased 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

October 26, 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 October 21, 2015, regarding the above-referenced accountPlease be advised that upon verification, Ms [redacted] is an authorized user under the [redacted] accountT-Mobile regrets any concerns to Ms [redacted] regarding her handset returnT-Mobile records confirm that on September 8, 2015, T-Mobile sent Ms [redacted] instructions on returning her handset to ECR officeAs previously stated in our correspondence, dated September 3, 2015, T-Mobile offered Ms [redacted] to return her Samsung Galaxy Light in exchange for a credit of the remaining Equipment Installment balance and final prorated monthly access chargesT-Mobile had not received notice that the handset was receivedUpon further research, T-Mobile located the Samsung Galaxy Light Brown delivered on September 25, On October 26, 2015, T-Mobile applied a courtesy credit of $to the above-referenced account bringing the account to a zero balance and remains canceledIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to Ms [redacted] accountPlease note it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

September 18, 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 September 11, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] regarding the duplicate payment allegation brought to our attention in the amount of $We further regret any inconvenience Mr [redacted] may have experienced when discussing his account concerns with our Customer CareWe pride ourselves on providing world-class customer service and we apologize if that was not Mr [redacted] experienceOur records confirm that on September 24, 2014, Mr [redacted] activated the above-referenced account at a T-Mobile retail locationIn addition, on September 24, 2014, Mr [redacted] completed the purchase of one (1) iPhone 16GB of memory handset and one (1) T-Mobile SIM Starter KitAt this time, Mr [redacted] elected to trahis iPhone 16GB of memory [redacted] branded deviceMr [redacted] received a tracredit of $for the [redacted] handset which was applied towards the cost of his new T-Mobile handsetMr [redacted] remitted a one-time payment of $for the remaining cost of the handset and T-Mobile SIM Started Kit via MasterCard ending in ***It is important to mention that the payment mentioned above was returned unpaid to T-Mobile due to insufficient funds; therefore, the one-time charge of was posted to Mr [redacted] billing statement dated October 25, T-Mobile records reflect that Mr [redacted] billing statement dated October 25, 2014, had a balance of $which included $for the remaining cost of the handset and T-Mobile SIM Started Kit, monthly recurring charges, applicable taxes and fees billed from September 29, to October 24, and a $one-time charge for insufficient fundsT-Mobile completed a thorough investigation regarding the payment of $490.02, and we were unable to validate Mr [redacted] allegations of a duplicate paymentOur records confirm that on November 6, 2014, only one payment of $for the balance reflected on Mr [redacted] billing statement mentioned above was successfully remitted to T-MobilePlease note that on December 21, 2014, Mr [redacted] canceled his account when he ported his mobile number to another service providerCurrently, Mr [redacted] account remains cancelled with a zero balanceNevertheless, we request that Mr [redacted] provide T-Mobile unaltered copies of his credit card statement ending in reflecting transactions dated from September 23, to September 17, These copies may be sent to one of the following: T-Mobile USA, IncAttn: Aida A [redacted] Albuquerque, NM or via Facsimile [redacted] Upon receipt of the requested documents, we will review them and advise Mr [redacted] of our findingsBased 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, INCAida A [redacted] Executive Response

August 31, 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, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that this matter may have caused Mr [redacted] and appreciates the opportunity to respond to his concerns 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 Mr [redacted] ’ recent contact with our Customer Care Please be advised that T-Mobile is always working to improve its coverage, and we regret any service issues that Mr [redacted] may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors and conditions that may interfere with actual service, quality, and availability Upon reviewing the address listed on the account, T-Mobile found that Mr [redacted] ’ area is served by our network with the following spectrums: LTE MHz as well asMHz for 4G servicesMr [redacted] ’ area is also served by our 2G technologyAdditionally, T-Mobile confirmed that Mr [redacted] is utilizing an Apple iPhone Plus handset and a Samsung Galaxy Shandset in association with the mobile numbers on his account, which are able to access all of the above referenced spectrumsIt is T-Mobile’s position that Mr [redacted] is receiving the expected coverage for his areaShould Mr [redacted] continue to experience issues with coverage, T-Mobile recommends that he contact our Customer Care to evaluate and troubleshoot service and coverage issues T-Mobile regrets any inconvenience Mr [redacted] has experienced 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 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa 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 to meHowever, since the agreement I have recieved a statement stating that I have been placed in collections for the amount of $There was an agreement that I would not owe any money and I am not sure why I was sent to collectionI would like this removed and my balance to be $as it was stated in the response to my complaintI would also like this matter to be overI also want the credit bureaus to be contacted to make sure this is not going on a credit report

July 22, 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 10, 2015, regarding the above-referenced accountPlease be advised that on July 21, 2015, we were able to confirm that [redacted] is [redacted] ***Further, T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile spoke to Ms [redacted] on July 21, T-Mobile records reflect that Ms [redacted] purchased a LG DGWhite handset on December 4, under mobile number ending in ***By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program 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-wor [redacted] handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageIf the Limited Warranty period has expired or upon return of the non-wor [redacted] handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountAdditionally, Ms [redacted] ’s mobile number ending in [redacted] has the JUMP! Bundle feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance for $per monthT-Mobile records reflect that Ms [redacted] participated in a Handset Exchange for her LG DGWhite handset on May 17, With regard to Ms [redacted] ’s handset, upon receipt we examined it and it was found to have sustained liquid damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedMs [redacted] ’s billing cycle rans from the 11th of one month to the 10th of the following month with payment due on the 3rd of each monthT-Mobile records specify that Ms [redacted] billing statement dated July 11, 2015, had a balance of $which consisted of monthly recurring charges, features, applicable taxes and fees billed from June 11, to July 10, 2015, each EIP monthly installment, one-time Android Market charge, and the out-of-warranty fee of $As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on July 21, 2015, T-Mobile agreed to issue a onetime courtesy credit of $for the out-of-warranty fee including tax billed to Ms [redacted] ’s billing statement dated July 11, 2015, leaving the account with a remaining balance of $As previously explained 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 accountsWe regret any inconvenience to Ms [redacted] regarding the limited response on prior correspondencePlease 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 Ms***’s and Ms [redacted] ’s recent contact with our Executive ResponseBased 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, INCAida A [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 After speaking to numerous people about my issues and sending an email to the President, Jimmy was able to review my account and resolve my issuesI have to say she was prompted with the resolutionThank you Revdex.com for following up with my complaint Sincerely, [redacted] ***

September 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 September 16, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] may have experiencedOn April 8, 2014, Ms [redacted] provided reverification of her employment with a participant of our Advantage ProgramT-Mobile offered corporate discounts to individuals who were active employee’s at large businesses that were included in our corporate agreement listThis Discount Program was referred to as a The T-Mobile Advantage ProgramThis now grandfathered program allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers were required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offered new customers a $Reward Card for each new device or tablet that was purchasedUpon review, Ms [redacted] ’s account would no longer receive the monthly discountT-Mobile records indicate on October 18, 2015, Ms [redacted] activated a mobile internet line ending [redacted] on the Match Your Data up to 5GB rate plan for $monthlyAt this time, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab A tablet for $down and $per month for monthsAt the time of Ms [redacted] ’s purchases, T-Mobile was offering a promotion that would allow participating customers to receive a Samsung Galaxy Tab A tablet at no cost as the account would receive monthly account credits in the amount of $The requirements of this promotion were to activate a mobile internet line with 1GB of internet or higher, purchase a Samsung Galaxy Tab A tablet on EIP, and purchase a qualifying Samsung handset on EIP or JODAs Ms [redacted] also took advantage of T-Mobile’s JUMP! On Demand (“JOD”) lease option for the Samsung Galaxy S handset for mobile number ending ***, she met all requirements of the promotionPlease note that T-Mobile provides a return period to all customers allowing them to use the service and equipment to see if it meets their needsIf Ms [redacted] found that the equipment was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellationMs [redacted] would also have been able to return her device for a refund, less any restocking feeIf the account is canceled, any remaining Equipment Installment Plan charges will be accelerated and become due in full with the final billing statementAfter speaking to Ms [redacted] on September 19, 2016, Ms [redacted] requested the mobile internet line ending [redacted] be cancelledAs a courtesy, T-Mobile offered to allow her to return her Samsung Galaxy Tab A tablet and have the remaining tablet balance removed from her accountAn email has been sent to Ms [redacted] with the return instructionsPlease note that in order to take advantage of this offer, Ms [redacted] must have the equipment post marked for return no later than October 23, As an additional courtesy, T-Mobile applied credits totaling $for the eleven months of the Match Your Data up to 5GB rate plan charges Ms [redacted] had paid for the mobile internet line ending ***Ms [redacted] accepted this offerAs of the date of this letter, Ms [redacted] ’s account reflects a credit balance of $T-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased 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, INCRonnie A [redacted] Executive Response