T-Mobile USA

November 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No.XXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 7, 2016, regarding the above-referenced prepaid mobile numberT-Mobile regrets any concerns to Mr [redacted] with regards to their handset purchaseAdditionally, we are sorry that Mr [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers when visiting our T-Mobile retail locationPlease be advised that at the time of activation, T-Mobile provided a 20-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsDuring the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and if requested, cancelation of the servicePlease note that pursuant to our terms of service, a restocking fee may be assessed during the return periodT-Mobile regrets any inconvenience to Mr [redacted] with regards to thisOn November 11, 2016, in an effort to amicably resolve this matter, T-Mobile offered to send Mr [redacted] a Certified Pre-Owned LG Ghandset at no costMr [redacted] was satisfied with this resolutionPlease be advised that Mr [redacted] will have to send his Samsung Galaxy ONto the address belowExecutive Response Team Attention: Cesar Account # [redacted] Menaul BlvdNE Albuquerque, NM Please note that Mr [redacted] will have days from the day he receives his replacement LG Gto return his Samsung Galaxy ONT-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to usWe also ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure that he is not charged for the LG GBased 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:T-mobile called me today MrDave T [redacted] called me and the issue is resolved They paid the balance directly into my bank account and I am satisfied I appreciate your help on this matter, thank you Sincerely, [redacted]

April 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 April 16, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr [redacted] associated with the Apple Black Friday OfferFrom November 24, 2016, through November 27, 2016, T-Mobile offered customers the Apple Black Friday OfferThere were several eligibility requirements for this promotion Our records reflect that on November 27, 2016, Mr [redacted] attempted to take advantage of our Equipment Installment Plan (“EIP”) offering by ordering one iPhone Plus 32GB handset under mobile number ending in ***Please be advised that upon initiating an EIP, T-Mobile emails customers and hours after the original process date to ensure that they complete the required electronic signature authorization for the EIP to be completedAdditionally, a phone call is made after hours as a final attempt for customer to provide the required electronic signature authorizationRegretfully, the EIP order was canceled as T-Mobile did not receive Mr***’s required electronic signature Following the cancellation of the order, on December 6, 2016, Mr***, successfully qualified for and took advantage of our EIP offering with the purchase of one iPhone Plus GB handset under mobile number ending in ***At the time of purchase, Mr [redacted] remitted a payment of $plus the taxes on the retail price of the handset, and agreed to a series of 24-monthly installment of $ Please note that our records indicate that on December 2, 2016, an iPhone SE 64GB handset was tradto T-Mobile for a travalue of $which was posted to the account on March 6, It is important to note that the traof a device is a final transactionPursuant to the traagreement, customers agree to and accept terms which include statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”T-Mobile does not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogram Unfortunately, as Mr [redacted] did not purchase the iPhone Plus handset during the promotional timeframe, the account did not meet the requirements of the offer and therefore was not eligible for the promotionNevertheless, in an effort to amicably resolve this matter, T-Mobile offered to credit up to $towards the EIP balance of the iPhone Plus handset or as a bill credit to the account Mr [redacted] declined our offer and requested his traddevice be returnedT-Mobile, at this time, respectfully declined to return the tradhandset rendered to T-MobileHowever, we offered to ship Mr [redacted] an iPhone SE 64GB Rose Gold handset from our office and extended this offer for a period of days from the date of this letterShould Mr [redacted] accept, he may contact Maggie R [redacted] directly at 1-877-290-ext341-T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [redacted] Executive Response

April 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated March 24, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that Mr [redacted] has been designated as an authorized user of the accountWe are glad to report to your office that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfaction T-Mobile regrets any concerns that Mr [redacted] has experienced with his recent billing statementPlease be assured that we make every effort to provide complete and accurate information to our customersWe apologized if Mr [redacted] feels that this was not his experience when visiting his local T-Mobile retail store to discuss his rate plan featuresT-Mobile records confirm that the account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and with 10GB of data per line rate planIt is very important to note this account is not subscribed to any Stateside International Calling feature Please be advised that all T-Mobile customers have the ability to make international calls from their handsets unless the free international call blocking feature is enabledCustomers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates chargedT-Mobile records confirm that the mobile number Mr [redacted] has concerns with is mobile number ending in 8147, which was activated on February 10, Please note that we have no record of Mr [redacted] requesting to add the international blocking feature or an international long distance feature to any of his mobile numbersAs a result, he was able to place international calls through his handset In reviewing the records for the above account T-Mobile records confirm that Mr [redacted] incurred international long distance charges for calls initiated directly from his T-Mobile handsetIf an international phone number is entered and the send key is pressed, the handset will place an international call over the T-Mobile network Further review confirms that on the billing statement dated March 9, 2017, Mr [redacted] mobile number ending in reflected international charges totaling $including taxes for calls made to UzbekistanMrUzbekistan used a total of minutes at a rate of $per minute T-Mobile is committed to prevent our customers from experiencing an unexpected increase in their monthly billFurther review of Mr [redacted] account confirms that T-Mobile sent a total of five SMS bill shock notifications to his mobile numbers ending in making him aware of the international charges incurredIt is T-Mobile’s position that Mr [redacted] was billed in accordance with the international long distance rate and calls placed via our network Nevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, on March 22, 2017, T-Mobile issued a one-time bill credit in the amount of $updating his account balance to $which our records confirm he remitted payment in full on April 1, In addition, T-Mobile placed international call blocking under Mr [redacted] mobile number ending in as well as all the active mobile numbers on the accountPlease note that this feature will block outbound international calls with T-Mobile except for the following situations: - Dialing internationally while customers are roaming domestically on other service partners' networks; - Sending international text messages to international mobile numbers; - Receiving calls from international callers; and - Calls to Canada and/or the U.SVirgin Islands (StThomas, StJohn, StCroix, and Water Island) T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as the gift cards arrive and I can use them to pay off [redacted] and then pay off our T-Mobile lease phones and terminate our accountWe were very aware that we needed to check coverage before signing up - we didand I also called T-Mobile times before switching to ensure that we would have coverageWe were assured by the coverage map and the representatives on the phone that we would, in fact, have "excellent" coverageThis, in fact, is not truemuch like many other things we were told through T-MobileThe switch was a nightmareMrM [redacted] did his best to resolve the situation, and I appreciate thatHowever, I think it's a shame that I had to go all the way to making a complaint to the Revdex.com to get someone competent and able to follow a simple conversation to be able to make a decision to help usI still do not have a great feeling about T-Mobile, I will discourage others from using them and I believe that business practices and marketing needs some re-vamping to be accurate and true to consumersOne should not have a full connection with great service strength in one part of the yard, driveway, or home - to then drop calls a few steps laterSaying there is coverage in areas - is one thing, but reliability is something completely differentI am okay with what our resolution is here, but again, still not happy overall with the companyMrM [redacted] - thank you for helping as you didYou were the most kind and competent out of any of the several dozen that I've spoken with at T-Mobile since January Sincerely, [redacted] , M.AEd

October 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 21, 2015, regarding the above-referenced accountWe are pleased to advise you that we have successfully resolved Mr [redacted] concerns to his satisfactionT-Mobile records indicate that on September 21, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S 64GBEIP 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 installmentsBased on Mr [redacted] personal credit history at the time of purchase, he was required to make a down payment in the amount of $99.99; then agreed to a series of monthly installments in the amount of $which will appear on the first bill following the purchase of the devicePlease be advised that as of the date of this letter T-Mobile has not been able to locate a traassociated to this above orderHowever as a courtesy and in an effort to amicably resolve this matter T-Mobile has agreed to issue a credit of $which is the current travalue for Mr [redacted] deviceThis credit lowered Mr [redacted] balance of $to a credit balance of $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCJames G [redacted] Executive Response

August 23, 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 August 12, 2017, regarding the above-referenced account T-Mobile regrets any data usage concerns that Mr [redacted] has experienced and appreciates the opportunity to respond to his concernsT-Mobile records confirm that as of February 28, 2017, Mr [redacted] subscribed to T-Mobile’s ONE rate plan, for $per month and includes unlimited talk, text and data, unlimited data provided at up to 4G/LTE speeds depending on device capability Upon reviewing the address listed on the account, T-Mobile found that Mr [redacted] ’s area is served by our network with the following spectrums: LTE MHz as well asMHz for 4G servicesMr [redacted] ’s area is also served by our 2G technologyAdditionally, T-Mobile confirmed that Mr [redacted] is utilizing a Samsung Galaxy which is able to access all of the above referenced spectrumsIt is T-Mobile’s position that Mr [redacted] is receiving the expected coverage for his area T-Mobile reviewed the usage on the account from July 28, 2017, to August 22, 2017, and over the course of the last days, Mr [redacted] used a total of 1,minutes with calls as long as minutes, sent and received multiple text messages and used an average of 5,megabytes (GB) of dataAs such, it is T-Mobile’s position that Mr [redacted] is able to utilize the service T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidthAdditional information about this process can be found in Mr [redacted] ’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached GB of data usage during a billing cycleOnce the GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usageUsing a T-Mobile device, you can dial #WEB# (#932#) and press send to check data usage at any timeT-Mobile also sends a free text message once usage reaches GB during a billing cycle Customers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usageFinally, at any time, T-Mobile’s Customer Care representatives are available to supply real time data usage and other account informationT-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 attentionShould 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

April 24, 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 April 11, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that [redacted] has been designated as an authorized user of the account T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] experienced issues with his serviceAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Mr [redacted] account and as part of our effort to improve coverage; we have completed upgrades in Mr [redacted] ’ area T-Mobile records indicate that on January 26, 2017, Mr [redacted] cancelled his two lines of servicePlease note that Mr [redacted] ’ account received a credit of $to refund him for the previous three months of serviceThis credit covered Mr [redacted] account balance in full and left a credit balance of $Therefore, on April 4, 2017, T-Mobile mailed a prepaid refund card in the amount of $to Mr [redacted] Regretfully, T-Mobile cannot change the refund prepaid card for cash or a check refund However, Mr [redacted] may request that the refund card be converted to a paper check or electronic funds transfer by contacting Citibank, the issuer of the cardInstructions are provided with the card explaining how to request a paper checkT-Mobile respectfully declines Mr [redacted] ’ request for an additional $creditAs of the date of this letter, Mr [redacted] ’ account remains cancelled with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

May 11, 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 4, 2017, regarding the above-referenced account We regret to hear of Ms***’s continued concerns regarding her accountWith respect to Ms***’s concerns regarding variance in her monthly billing statements, upon review of her last three billing statements we were able to determine that Ms***’s promotional bill credits for the Friend and Family Lines On Us offer and the November Samsung offer are being applied; however, as indicated in our letter to your office this can be completed at anytime during the month In regards to Ms***'s concerns regarding the additional lines of serviceMs [redacted] will continue to remain responsible for any taxes assessed for the promotional offer of Lines on UsAdditionally, T-Mobile found varying charges on Ms***’s billing statements for Google Play services which were purchased via the application on Ms***’s device From November 24, 2016, through November 27, 2016, T-Mobile was running a promotion where customers that purchased a LGVhandset using our Equipment Installment Plan (“EIP”) offering, trada qualifying handset, and were actively subscribed to an unlimited data plan or selected our T-Mobile ONE offering were eligible to receive the LGVat a discounted cost after tracredit and 24-monthly promotional creditsT-Mobile records confirm that Ms [redacted] is currently enrolled in the promotional offer and will continue to receive monthly credits while maintaining account eligibility As previously stated, Ms***’s agreed to EIP and after further research we were also able to determine that the devices are being charged accurately 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 Mercedes V [redacted] Executive Response

December 23, 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 December 22, regarding the above-referenced account T-Mobile regrets that Ms [redacted] has chosen another wireless service provider and that there are still concerns on the account T-Mobile records confirm that Ms [redacted] canceled her account on October 27, As shared in our previous correspondence, Ms [redacted] ’s billing cycle ran from the 24th of one month to the 23rd of the following month Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Ms [redacted] was billed through November 23, As such, it remains T-Mobile’s position that the charges are valid and owed However, in an effort to amicably resolve the matter, on December 23, 2016, we have credited the final balance of $ The account remains closed with a zero balance As an additional gesture of goodwill, we have also refunded Ms [redacted] ’s payment received on November 14, 2016, for $ Ms [redacted] should allow one to three business days to receive her refund We regret any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

March 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 16, 2016, regarding the above-referenced accountWe are pleased to report that we have successfully contacted Mr [redacted] and have resolved the matter to his satisfactionWe regret any inconvenience that Mr [redacted] may have experienced regarding his equipment exchangeOur records indicate that on February 18, 2016, a replacement device was requested for the non-working Samsung Galaxy Sassociated with Mr [redacted] mobile number ending in [redacted] via our Handset Exchange ProgramUnder 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 damageHowever, if upon return of the non-working handset T-Mobile has determined that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountRegrettably, upon receipt of Mr [redacted] non-working handset it was examined and was found to have sustained substantial physical damage, which is not covered under the warrantyAs such, Mr [redacted] was assessed an out-of-warranty fee in the amount of $as captured on the billing statement dated March 14, Please note that a warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of his exchangeThis information is in the material that accompanies the replacement handsetNevertheless, upon speaking with Mr [redacted] on March 21, 2016, as a means of amicable resolution, T-Mobile agreed to apply a courtesy credit of $to his account for the above mentioned out-of-warranty feeAs a result, Mr [redacted] account currently reflects an outstanding account balance of $This amount consists of a past due balance of $248.77, as well as current monthly access charges, monthly EIP charges of $as well as applicable taxes and fees for the billing period of March 14, to April 13, 2016, with a due date of April 6, In addition, an executive collection hold has been placed on the account until March 27, 2016, to allow Mr [redacted] additional time to satisfy the above mentioned past due balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCEmilio S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I have also tried to get in contact with Mr S*I left him a message with my final concernI do not agree that this issue has been satisfiedSincerely, [redacted] ***

September 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 August 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his recent attempts to utilize our website and mobile device application The T-Mobile website and mobile device application provide customers a convenient way to monitor their accounts, including usage, rate plan, and features, as well as providing an easy way to remit payment for their monthly service If Mr [redacted] experiences issues utilizing the T-Mobile.com website or our mobile device application, T-Mobile recommends that he contact Customer Care at 800-937-to get assistance with any questions he may have, as well as to perform the necessary troubleshooting to ensure that he is able to properly utilize these methods to manage his account Additionally, if Mr [redacted] experiences any concerns regarding his balance owed for his service, T-Mobile recommends that he contact Customer Care to dispute any specific concerns he may have prior to remitting payment via the website or mobile device application T-Mobile regrets any inconvenience Mr [redacted] 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 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 Chris P [redacted] Executive Response

Dear Revdex.com, This complaint has been resolved and T-Mobile has refunded out account Thank you [redacted]

August 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] ** [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] is designated as an authorized user of the account We are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction T-Mobile regrets any inconvenience to Mr [redacted] regarding our handset promotions and we appreciate the opportunity to address his concerns As Mr [redacted] is aware, the new QSamsung GSBOGO offer stipulates that starting July 28, for a limited time, eligible postpaid customers who purchase a qualifying Samsung Galaxy Shandset or Samsung Galaxy SPlus handset on our Equipment Installment Plan (“EIP”) program and activate at least one new line on our T-Mobile ONE or Simple Choice Unlimited rate plan with unlimited high speed data can get a Samsung Galaxy Shandset or Samsung Galaxy SPlus handset for free after rebate Please note, the maximum value of the rebate is the full retail price ($800.00) of the Samsung Galaxy SPlus handset Our records confirm, on June 27, 2017, Mr [redacted] purchased two Samsung Galaxy Shandsets and activated two lines of service which consisted of one voice line and one Mobile Internet line However, in order to be eligible, Mr [redacted] was required to have both new lines of service as voice lines and as such he was not approved for the offer We regret any inconvenience to Mr [redacted] regarding the requirements for the afore-mentioned offer Regarding Mr***’s concerns with our corporate discount program, for a business account such as his, Mr [redacted] is eligible for our Corporate Discount Program which would provide him with a 15% discount off his monthly recurring charges if qualified Further review confirms, on May 26, 2017, Mr***’s submission for the discount was declined as the proof of employment documentation required was invalid We regret any inconvenience to Mr [redacted] regarding this matter Nonetheless, in an effort to amicably resolve Mr***’s concerns, on August 8, 2017, T-Mobile credited the EIP associated with the Samsung Galaxy Shandset associated with the line of service ending in [redacted] in lieu of a rebate Furthermore, T-Mobile requested Mr [redacted] submits his proof of employment documents to enroll his account in our Corporate Discount Program Pending approval, Mr***l would receive his discount within one to two billing cycles Mr [redacted] accepted our offers as resolution to his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Sal O [redacted] Executive Response

August 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 29, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding the recent payment dispute on her accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Executive Response Team T-Mobile records confirm that on March 11, 2017, Ms [redacted] remitted a payment in the amount of $via a credit card towards her accountAdditionally, Ms [redacted] also remitted a payment on June 9, 2017, in the amount of $ Please be advised that the Federal Trade Commission (“FTC”) has a process in place for consumers who are disputing bank transactionsThe bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly Our records indicated that Ms [redacted] disputed the above mentioned payment with her financial institution and $of the payment was returned unpaid for the first payment and $was returned unpaid for the second payment to T-Mobile as also confirmed with the statement provided to our officeAccordingly, T-Mobile charged the $back to Ms [redacted] ’s T-Mobile account on June 12, 2017, and $on July 14, Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due datePlease note that on July 28, 2017, services to Ms [redacted] ’s account were suspended due to returned paymentT-Mobile has asked Ms [redacted] to email an unaltered bank statement that displays the disputed payments and a running balance prior to and following the paymentMs [redacted] may send an email to [redacted] @T-Mobile.comUpon receipt of that documentation T-Mobile will investigate Ms [redacted] ’s missing payment and will apprise her of our findingsT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank 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, INCAbigail ***-R***Executive Response

October 17, 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 accountT-Mobile regrets any inconvenience Ms [redacted] may have experiencedOur records indicate that Ms [redacted] submitted a payment of $on October 3, 2016, which was returnedAs per the T-Mobile Terms and Conditions of service (“T&C’s”), We may charge a late fee of the greater of 1.5% per month (18% annually) or $per month and a returned payment fee up to $35, subject to the maximum allowed by lawT-Mobile T&C’s are available to customers at T-mobile.com/termsAs a courtesy to Ms [redacted] , on October 11, T-Mobile offered a credit of $to her account for her inconvenienceMs [redacted] accepted this offerFurther, T-Mobile offered an additional credit of $on October 13, Ms [redacted] accepted this offer as wellAs of the date of this correspondence, Ms [redacted] ’s account reflects a balance of $We regret 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

August 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] has experienced in regards to a refund for his handset orderPlease 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 an of Mr [redacted] ’s contacts with Customer Care Please be advised that on April 30, 2017, T-Mobile records indicate that Mr [redacted] placed an order for an Apple iPhone 128GB handset on www.MyT-Mobile.com and opted to utilize T-Mobile’s Equipment Installment Plan (“EIP”) for the purchaseEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments It is important to note that if a customer who has an active EIP cancels service, the full remaining balance is due on the final bill T-Mobile records indicate that at the time of purchase, Mr [redacted] was required to remit a down payment of $plus tax for a total of $198.60, and he agreed to monthly installments of $per month On the same date that Mr [redacted] placed the order for his Apple iPhone 128GB handset, T-Mobile records indicate that he contacted Customer Care to request cancellation of his order; however, as the handset had already been processed for shipping, T-Mobile advised Mr [redacted] that he could return or refuse the package upon its arrival T-Mobile records indicate that on May 6, 2017, Mr [redacted] ported out his mobile number ending in [redacted] to another service provider, effectively cancelling his service with T-Mobile As the Apple iPhone 128GB handset had yet to be returned to T-Mobile, the EIP balance of $was billed out on the statement dated May 27, On June 17, 2017, T-Mobile records indicate that Mr [redacted] remitted payment for his final billing statement On June 12, 2017, T-Mobile received notification from Mr [redacted] ’s financial institution that the down payment of $was disputed and returned unpaid T-Mobile records indicate that on June 19, 2017, the Apple iPhone 128GB handset return had been received and fully processed by T-MobileOn August 8, 2017, T-Mobile records indicate that Mr [redacted] contacted Customer Care and a refund in the amount of $was issued to the bank account provided by Mr [redacted] Upon contacting Mr [redacted] on August 9, 2017, he confirmed that his concerns have been fully addressed and that he has received his refund T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Anthony M [redacted] Executive Response

Hello, Please help me update and response to this complaintI was on a trip out of the country and just came back last night and it wouldn’t be fair for the business to show that I remain dissatisfied when I in fact am satisfied with the resolution and timely address to this issue by MrR [redacted] and T-Mobile Regards, [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 meT mobile left me voice mail and I tried to contact them several times but no one answered my call or even returned my callThis was the 2nd time that this has happen while doing business with T Mobileeach time, T Mobile was unable to resolve the issue on their own and I had to file the complaint with the Revdex.com.Sincerely, [redacted] ***