T-Mobile USA

why would t mobile lie like that and I had been turn my old device back into them and when I get my bill and I seeing it I had called them immediately and they told me that I had been charged $not $so which means is that they lied to the Revdex.com I am not happy with this they really need to do what they say that they will do so im at the points where I'm ready to get legal action on them instead it to the channel news they need to erase my bill like they said they would for all the inconvenience and problems that they have put me and my family through Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

November 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 21, 2016, regarding the above-referenced prepaid numberT-Mobile regrets any concerns Ms [redacted] is experiencing with her handsetT-Mobile records reflect that Ms [redacted] purchased her ZTE Avid Plus handset on October 15, It should be noted that at the time of Ms [redacted] upgrade of the mobile number ending in 6499, T-Mobile provided a day return periodAdditionally provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer CareFor our pre-paid customers T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mailPlease note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shippedIf the Return Center does not receive the equipment within days of Customer Care placing the order for a replacement, the order is cancelledWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent visit to our retail locationUpon speaking with Ms [redacted] on November 23, 2016, T-Mobile has offered to place an order for a post exchange for Ms [redacted] handsetMs [redacted] has indicated that she tried to return her device under the return period and was not allowedMs [redacted] indicated that she does not want the ZTE Avid PlusIn an effort to amicably resolve Ms [redacted] concern, as a one-time exception, T-Mobile has offered to send out a free Samsung Galaxy Note EdgePlease note that T-Mobile is not requiring Ms [redacted] to return her ZTE Avid Plus since the Samsung Galaxy Note Edge has been offered as a courtesyBased 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, INCJuan B [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 meIf for any reason the collection activity is not removed within the day period, The Revdex.com and Tmobile will be contacted again.Sincerely, [redacted]

April 5, 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 March 24, 2017, regarding the above-referenced account T-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms [redacted] ’s concerns with our Carrier Freedom promotion and the status of her submissionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devices T-Mobile records indicate on January 13, 2017, T-Mobile received and begun processing Ms [redacted] ’s Carrier Freedom reimbursementOn February 4, 2017, T-Mobile approved Ms [redacted] ’s reimbursement claim and a prepaid reimbursement card was mailed to her in the amount of $ Furthermore on February 24, 2017, Ms [redacted] contacted T-Mobile via telephone at the time of her conversation with Customer Care she indicated that her reimbursement card was sent to the incorrect address as her billing address had been updated since her activationAs such, on February 24, 2017, T-Mobile requested a replacement card in the amount of $be sent to Ms [redacted] ’s address provided to your officeMs [redacted] ’s replacement card should have been delivered within to business days On April 4, 2017, T-Mobile contacted Ms [redacted] via telephoneAt the time of our conversation with Ms [redacted] , she confirmed she has received her reimbursement cardT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

May 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Mr [redacted] in his efforts to process a Mobile Device Unlock (MDU)MDUs are available to customers who meet our eligibility requirementsA review of Mr [redacted] ’ account confirms that on July 15, 2016, we received a request for a MDU for the device used on mobile number ending in However, due to an inadvertent error, T-Mobile did not approve the unlock request as we were unable to verify usage of Mr [redacted] ’ Apple iPhone Please note that Mr [redacted] ’ closed T-Mobile account is eligible to receive a MDU for his deviceT-Mobile will be happy to assist Mr [redacted] with unlocking his Apple iPhoneHowever, T-Mobile will need Mr [redacted] to contact our office to confirm the International Mobile Equipment Identifier (“IMEI”) number for his Apple iPhone deviceMr [redacted] may contact me directly at the number listed belowT-Mobile regrets any inconvenience 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 Martin G [redacted] Executive Response

June 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 29, 2016, regarding the above-referenced prepaid numberT-Mobile is pleased to report that Mr***’s concerns have been resolved to his satisfactionT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to the Mobile Device Unlock requirementsDevice unlock codes are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on May 27, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in ***, for an LG GhandsetHowever, at that time the device was not eligible for a Mobile Device Unlock code as the handset was not purchased directly from T-Mobile, but rather from the third-party vendor Amazon at the full retail priceAdditionally, Mr***’s line of service had not been active for the require days with the required $in refills having been applied to the lineTherefore, Mr***’s request for a Mobile Device Unlock code was declinedNevertheless, in effort to assist Mr [redacted] on June 6, 2016, T-Mobile received Mr***’s proof of purchase and acquired the Mobile Device Unlock code from LG directlyT-Mobile then forwarded this information to Mr***Mr [redacted] has accepted this as a resolution to his concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [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 I do want to note in response to T-Mobile's reply that I was notified via T-Mobile text that my line qualified for the promotionI then double checked by going to a physical T-Mobile official store and verifying with the T-Mobile representative that my current plan and line qualified for the promotion and that I would not have to make any changes beyond trading in my Samsung Note Based on the actions taken on my part and the direction received by T-Mobile, I followed more than the due diligence required as a conscientious consumer to verify that I qualified for the promotion without any need for changes to my line or planThe issue is now resolved, but required significant effort (at least different representatives, more than hours, phone/in-person/facebook/messenger) on my part to reach resolution Sincerely, [redacted] ***

November 17, 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 November 13, 2016, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the account We are pleased to report that upon speaking with we can confirm that his concerns have been resolved to his satisfaction T-Mobile is delighted that Mr [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family We regret hearing of Mr***’s concerns with our Carrier Freedom promotion and the status of his submission As Mr [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer These promotions, collectively known as Carrier Freedom have been overwhelmingly successful For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments The first payment is paid at the time of activation when a handset is traded-in At that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in That second payment is then remitted to the customer in the form of a prepaid bank card Upon review of Mr***’s submission, T-Mobile received two ***’s billing statementsOn December 26, 2015, we received a submission for mobile number ending ***This submission included two final charges for phones Mr [redacted] traded in; the Note with a final balance of $and an Apple iPhone Plus with a final balance of $As both phones were listed under Mr***’s mobile number ending [redacted] and with him accepting a promotional offer for bill credits towards his new lease agreement for a T-Mobile Apple iPhone 6S, Mr [redacted] was declined for the Carrier Freedom Reimbursement On January 5, 2016, T-Mobile then received Mr***’s second submission of his [redacted] bill for his mobile number ***On this statement it reflected a final balance of $for a Samsung Galaxy S4, which unfortunately was not traded in, therefore this submission was also deniedWe apologize for the inconveniences this caused Mr*** Although, it is T-Mobile’s position that Mr [redacted] was appropriately denied for our Carrier Freedom reimbursement, as a courtesy and in an effort to amicably resolve his concerns, T-Mobile has offered to issue a refund in the amount of $in the form of a prepaid credit card to the address on the account in order to fulfill Mr [redacted] Carrier Freedom submissionThe $consists of the Note reimbursement of $minus the $trade in value received at the time of activation, leaving $to be paid out, plus the $requested on the Apple iPhone PlusPlease note that on November 17, 2016, T-Mobile contacted Ms [redacted] and presented this offer as resolution to their concerns which they has accepted and considers this matter resolved to their satisfaction Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:T-mobile: T-Mobile regrets any promotional concerns Mr [redacted] has experiencedT-Mobile records indicate Mr [redacted] activated four lines of service November 20, 2017, and selected our T-Mobile ONE rate plan for $for two lines of service, and $per additional line of service [redacted] - The offer was for lines for $- Not lines for $T-Mobile should have recordings for numerous calls I have made in order to have my case resolved to confirm that no where there was mentioned from my side or representative that this was a $for lines offerThe Black Friday weekend promotion from the T-mobile store included trading an iphone (or other) phone for $fee for a new iphone and a rebate of $in a form of a gift card for each phone tradedThe phones were told by the sales team to be one time offer and no additional monthly charges for the handset if the phone is a regular iphone I traded in iphone phones and got one iphone and another iphone glossy black GB for which I had to pay an additional $110, which I did from the first bill T-mobile charged meIn the T-mobile store I was told that one my [redacted] phones was still under contract, upon contacting [redacted] with the T-mobile sales agent in the store with me, [redacted] confirmed a termination fee for $to which the T-mobile sales agent confirmed that it will be given to me in the form of a gift card I recieved no gift cards for any phones or contract termination and my monthly bill is still more than $ Sincerely, [redacted] ***

December 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 2, 2015, regarding the above-referenced accountT-Mobile is pleased to have had the opportunity to resolve this matter to Ms [redacted] ’s satisfactionT-Mobile regrets any concerns regarding Ms [redacted] ’s recent handset creditOur records indicate that on November 19, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) offering, with the purchase of an Apple iPhone Plus 64GB handsetPlease note that at the time of purchase, Ms [redacted] was asked to make a down payment in the amount of $99.99, and agreed to pay the remaining balance of the device, in the amount of $in payments of $On November 21, 2014, Ms [redacted] contacted Customer Care to report that she received the wrong memory variant for the handset, and would be sending the handset back to T-MobilePlease note that T-Mobile did not receive the handset within the 60-day return period, and as such, Ms [redacted] continued to be charged the monthly installments for the handsetLater, on February 10, 2015, Ms [redacted] paid off the remaining balance owed on the handset, in the amount of $Our records indicate that the handset was later received at the T-Mobile warehouse, and on October 15, 2015, the $was credited back to the accountLater, on November 4, 2015, credit totaling $was issued to the account, for the down payment and taxes, as well as the previously billed EIP installmentsThe total credit issued was in the amount of $Please note that the a portion of the credit was absorbed due to the fact that the billing statement dated November 5, 2015, was recently posted to the account, leaving the account with a revised credit balance of $Pursuant to our conversation with Ms [redacted] , she asked that we refund the credit to her checking accountOur records confirm that the funds transfer in the amount of $was initiated to Ms [redacted] ’s bank account on December 1, 2015, to be reflected in Ms [redacted] ’s account within one to three business daysT-Mobile is currently awaiting confirmation from Ms [redacted] that the refund was successfulAs a courtesy to Ms [redacted] , and in an effort to amicably resolve this matter, T-Mobile agreed to credit Ms [redacted] ’s billing statement dated December 6, 2015, when it posts to the accountMs [redacted] has accepted this offer as resolution in full to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated June 1, 2017, from [redacted] regarding the above-referenced accountPlease be advised that as previously mentioned, [redacted] has been designated as an authorized user of the accountWe have attempted to contact Mr [redacted] , which has proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any ongoing concerns Mr [redacted] experienced in regards to the Apple iPhone Trade Up promotional offerT-Mobile records confirm that on October 8, 2015, Mr [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone Silver 64GB handset on the mobile number ending in 0630, with the IMEI number of [redacted] Mr [redacted] was not required to pay a capital cost reduction but then agreed to a series of monthly lease payments of $ Records confirm that at the time of the lease signing of the Apple iPhone Plus Rose Gold 16GB handset, Mr [redacted] agreed to return his leased Apple iPhone handsetRegretfully, T-Mobile has no records of receiving Mr [redacted] ’s Apple iPhone handsetTherefore, Mr [redacted] ’s JUMP! On Demand lease remained active and continued to bill to his accountOn May 20, 2017, Mr [redacted] ’s JUMP! On Demand lease reached the month term; as such, the remaining Purchase Option Price amount of $173.83, was applied to the May 25, billing statement T-Mobile requests that Mr [redacted] submit a copy of his return receipt, within days of this letter, directly to my attention at Diana.J [redacted] [email protected] found that there was an administrative error and the handset was indeed returned, T-Mobile will honor the Apple iPhone Trade Up promotional offer and apply a credit of $to Mr [redacted] ’s account for the remaining Purchase Option PriceShould Mr [redacted] wish to discuss this matter further, he may contact me directly at the number listed belowT-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 Diana J [redacted] Executive Response

April 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 April 17, 2018, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any additional concerns Mr [redacted] experienced regarding his deviceT-Mobile records reflect Mr [redacted] disclosed that the equipment in question, a Samsung Galaxy Note device, was purchased from a third-party, meaning that it was not purchased in association with his T-Mobile account Upon further review, T-Mobile records reflect that on April 18, 2017, Mr [redacted] purchased a Samsung Galaxy SSilver for use on the mobile number ending in through www.T-Mobile.com on T-Mobile’s Equipment Installment Plan program (“EIP”)Mr [redacted] remitted a required down payment of $582.00, plus the taxes on the full retail price, and agreed to monthly installments of $T-Mobile records indicate Mr [redacted] paid the remaining balance associated with the device in full on May 18, No further orders were located in association to Mr***’s account Mr [redacted] may contact me at the number below to discuss the matter further should he have any additional questions; however, at this time, as the device is not associated to a purchase on his account, T-Mobile’s position remains the same, and regrettably the device remains ineligible to have the block removedT-Mobile regrets an additional 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-ext341- Very truly yours, T-MOBILE USA, INC Adrianne F [redacted] Executive Response

January 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account We are pleased to report that we have resolved Ms [redacted] ’s concerns to her satisfaction We regret to hear that Ms [redacted] remains unsatisfied with our response to your officeAs previously indicated, Ms [redacted] initially activated her account on September 20, 2013, and subsequently cancelled her account on October 3, 2013, when she transferred her number to another service providerAs such, Ms [redacted] ’s final billing statement totaled $which consisted of equipment charges, monthly access charges, applicable taxes and fees for the periods of September 20, 2013, which was the date of activation through, November 1, 2013, which was the close of the final billing cycle On October 19, 2013, a refund in the amount of $was issued to Ms [redacted] for her equipment down payment which was accepted at the time of activation and was issued back to her original form of payment Furthermore, on February 3, 2014, T-Mobile adjusted the accelerated equipment charges accessed to the final billing statement, leaving the balance as $146.40, which Ms [redacted] made the payment in full on November 3, This effectively removed the account from third party collections Although, it is T-Mobile’s position that the account was sent to collections accordingly, we have reevaluated Ms [redacted] ’s account and as a courtesy, 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 regarding this debt Please note that it may take up to days for Ms [redacted] ’s credit report to reflect the change T-Mobile regrets any inconveniences caused 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 Christina S [redacted] Executive Response

March 16, 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 March 2, 2017, regarding the above-referenced accountWe are glad to report to your office that upon speaking with Mr [redacted] he confirmed that his concerns were resolved to his satisfaction T-Mobile is sorry to lose Mr [redacted] as a customer and we regret hearing of his concerns with the non-return fee assessed to his account T-Mobile records confirm that Mr [redacted] activated his T-Mobile account on September 16, 2015, and that on November 27, 2015, he ordered a CellSpot Router, one of our coverage enhancement devicesThe Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their capable deviceIt is like having a tower in one's house and is now available at no additional costThis router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return feeIf returned with physical damage, the fee is $ Further review confirms that on February 2, 2017, T-Mobile canceled Mr***’s account pursuant to his requestAs unfortunately, we had not records that the CellSpot Router was returned, his account was assessed a $non-return fee plus applicable taxes Mr***’s final billing statement dated February 17, 2017, reflected a balance in the amount of $which consisted of the $non-return fee, a $late payment fee, applicable taxes and feesOn March 2, 2017, our records confirm Mr [redacted] made a onetime payment to his account in the amount of $leaving his account with an upstanding balance in the amount of $ On March 10, 2017, T-Mobile contacted Mr [redacted] to discuss his concernsIn an effort to amicably resolve this matter, T-Mobile offer to issue a onetime bill credit in the amount of $and refund Mr***’s last payment to T-Mobile in the amount of $which Mr [redacted] accepted as full resolution to his concernsMr***’s account remains canceled and it reflects a zero balanceT-Mobile appreciates the opportunity to assist Mr [redacted] with his concerns and we regret any inconvenience he 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 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 Sincerely, [redacted] *** [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 meI have mailed the device back to T-mobile, confirmation # [redacted] Sincerely, [redacted]

February 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 February 21, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letterT-Mobile regrets any concerns Ms [redacted] experienced regarding her accountOur records confirm that Ms [redacted] activated her account on September 26, 2014, with her line of service ending in ***Ms [redacted] subscribed to our Simple Choice Value Unlimited Talk, Text and Data rate plan at $monthly, as well as our JUMP! handset protection feature at $monthlyJUMP! 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 deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodIt is important to note that if a JUMP! upgrade is performed, the previous EIP is closed, and a new EIP for the financed cost of the new handset is startedPlease note, the new EIP is for the full retail cost of the new handsetMs [redacted] purchased an Apple iPhone handset on September 26, 2014, utilizing our EIP offeringEIP 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 installmentsMs [redacted] was not required to remit a down payment, but agreed to monthly installments in the amount of $Ms [redacted] utilized our EIP program once again on September 28, 2014, with the purchase of a Logitech UE Boom Bluetooth speaker with monthly installments of $Our records confirm that Ms [redacted] participated in the JUMP! handset upgrade program on September 5, 2015, with the purchase of a Samsung Galaxy SEdge handset, as well as several accessories, utilizing our EIP offeringMs [redacted] was not required to remit a down payment, and agreed to monthly installments in the amount of $It is important to note that the details of this EIP agreement were provided at the time of Ms***’s purchase, and required her signature to accept the new EIP and monthly installmentsPlease note that Ms [redacted] traded in her Apple iPhone handset at the time she purchased the Samsung Galaxy SEdge, as part of the JUMP! upgrade programThe EIP for the Apple iPhone was closed at that timePrior to Ms***’s JUMP! upgrade, she remitted payments for the Apple iPhone in the totaling $As Ms [redacted] agreed to the EIP at the time of the handset purchase, T-Mobile respectfully declines any compensation for the payments remitted for the Apple iPhone handsetPlease note that Ms***’s account remains active, with a balance of $This balance includes past due monthly access charges, late payment fees, applicable taxes, and monthly EIP installmentsAs Ms***’s account is past due, T-Mobile recommends that she contact Customer Care at 800-937-to arrange for payment of the balance due, as well as to prevent service interruptionPlease 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 recent contact with our Customer CareT-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, INCChris P [redacted] Executive Response

June 30, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any issues Mr [redacted] experienced while upgrading his device with the JUMP! featureThe JUMP! feature 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 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 deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period T-Mobile records indicate that on March 31, 2017, Mr [redacted] processed a JUMP! upgrade online via his www.myT-Mobile.com account upgrading from an iPhone 6s to an iPhone PlusWhen a JUMP! upgrade is performed online or through customer care, customers like Mr [redacted] receive a return label with the new device to have the old one returned in order to close its respective EIPHowever, due to an administrative error, Mr [redacted] received a return label without a trackable UPS numberAs a result, we were unable to track the device and confirm if it was returned to our warehouse Nevertheless, on June 15, 2017, in an effort to amicably resolve Mr [redacted] ’s concern, T-Mobile issued a credit to his account in the amount of $equal to the remaining balance on the iPhone 6s deviceAdditionally, an $credit was applied to the account reimbursing Mr [redacted] for the amount he had previous paid for on the returned deviceThis credit lowered the account balance from $to $As a courtesy, T-Mobile also credited the remaining $balance, which left the account with a zero balance Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with T-Mobile Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Thania R [redacted] Executive Response

January 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 9, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms [redacted] satisfactionT-Mobile regrets any inconvenience Mr [redacted] has experiencedPlease 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 [redacted] recent contact with our retail locationT-Mobile records reflect that Mr [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Sdevices and two Samsung Galaxy SEdge CasesMr [redacted] was not required to remit a down payment but did agree to two installments of $for the Samsung Galaxy Sdevices for a period of months and two installments of $and $respectively for the cases for a period of monthsPlease be advised T-Mobile has no record of Ms [redacted] being provided with any promotional offer to receive the Samsung Galaxy Sfor $Additionally, T-Mobile has reviewed the documentation provided to Ms [redacted] in store, and was able to verify that Ms [redacted] agreed to purchase the two casesNevertheless, in an effort to amicably resolve this matter, on January 10, 2016, T-Mobile removed the remaining balance owed on the cases in the amount of $Furthermore, T-Mobile applied a credit in the amount of $to the remaining balance owed on one of the Samsung Galaxy Sdevices reducing the remaining EIP balance for this device to $Upon speaking with Ms [redacted] she accepted this as resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCZachary S [redacted] Executive Response

June 12, 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 May 30, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience experienced by Mr [redacted] regarding his efforts to take advantage of our Apple iPhone TraofferOn September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsAdditionally, customers who selected the Apple iPhone Plus model were responsible for $of the equipment after the traof a qualifying handset As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not On September 25, 2016, T-Mobile created an upgrade order for an Apple iPhone in which Mr [redacted] would agree to trahis Apple iPhone 6s as part of the promotional offerIt is important to note, at the time of Mr [redacted] ’s order on September 25, 2016, T-Mobile did require that customers have a qualifying T-Mobile ONE rate plan in order to receive the promotional discountUnfortunately, in T-Mobile’s review, we have found that the account subscribes to our Simple Choice Family rate plan which at the time of the promotional offer and handset order, would not qualify for the monthly promotional bill credits On October 21, 2016, Mr [redacted] contacted T-Mobile and indicated he had originally wanted the Apple iPhone Plus model and as such returned the original Apple iPhone sent to him and a new order was created for an Apple iPhone Plus GB handset T-Mobile does regret any inconvenience to Mr [redacted] , however as the account did not and presently does not subscribe to the T-Mobile ONE rate plan, the account would not qualify for the monthly promotional bill credits for his Apple iPhone Plus However, in an effort to amicably resolve this matter, T-Mobile has agreed to credit the remaining EIP balance for the Apple iPhone Plus in the amount of $As such, Mr [redacted] will be able to keep the Apple iPhone Plus, however he will no longer be assessed the monthly installment charge for the equipment as the EIP will remain closed with a zero balanceT-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 Martin G [redacted] Executive Response