T-Mobile USA

November 29, 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 a letter dated November 21, 2016, from [redacted] regarding the above-referenced accountPlease be advised that Ms [redacted] is an authorized user on the above mentioned accountT-Mobile regrets any concern Ms [redacted] has with her billT-Mobile records reflect that Ms [redacted] currently has our 10GB plan for two lines for only $per monthAdditionally, Ms [redacted] has a $insurance feature on the line ending in [redacted] and a $insurance feature on the line ending in Please note that every voice line is assessed a regulatory fee in the amount of $Ms [redacted] has an estimated monthly recurring charge of $130.76, including taxes, for her servicesHowever, it should be noted that when Ms [redacted] activated her business account, T-Mobile had a limited time promotion for new and existing Business/Government customers to receive up to a $pocredit for each new voice line of service portand activated on a Simple Choice business plan with paid data per lineThe promotion offered a credit of $per line after days as a lump sum creditAdditionally, if customers elected to have $of paid data or 10GB or higher of data, they would receive a $credit per month over months totaling $T-Mobile records reflect on December 6, 2015, two $credits were applied to Ms [redacted] ’s accountMs [redacted] also qualified for the two $credits which were applied as of December 6, As such, the bill credits that are being applied reduce Ms [redacted] ’s monthly recurring charges down to $for her servicesOn September 2, 2015, Ms [redacted] qualified for and took advantage of our JUMP On Demand (“JOD”) offering with the lease of an iPhone Plus 16GB handsetJOD is a new way for customers to upgrade to the hottest devices whenever they wantJOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeAt the time of Ms [redacted] ’s lease, she was not required to make a capital cost reduction paymentMs [redacted] agreed to a series of monthly payments in the amount of $31.00, which appeared on the first bill following the lease agreement of the deviceAt the time of Ms [redacted] ’s lease agreement, she traded in an iPhone 64GB handset which qualified her for a monthly credit in the amount of $12.00, which would bring her monthly payment for her iPhone plus down to $a monthOn May 14, 2016, Ms [redacted] qualified for and took advantage of our JOD offering with the lease of an iPhone 64GB handsetMs [redacted] was not required to make a capital cost reduction payment but agreed to a series of monthly payments in the amount of $27.00, which appeared on the first bill following the lease agreement of the deviceLastly, on May 14, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two accessories for the iPhone EIP 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 make a down payment; however, she agreed to pay $for the taxes on the full retail priceMs [redacted] then agreed to a series of monthly installments in the amount of $3.55, which appeared on the first bill following the purchase of the deviceThe billing statement sent on September 28, 2016, reflected a balance of $This balance consisted of monthly recurring charges of $for services used from August 28, 2016, to September 27, 2016, and a credit balance of $On October 2, 2016, Ms [redacted] ’s promotions on her account took affect and reduced her balance by $Additionally on October 7, 2016, Ms [redacted] made a payment in the amount of $bringing her balance down to $The billing statement sent on October 28, 2016, reflected a balance of $This balance consisted of monthly recurring charges of $for services used from September 28, 2016, to October 27, 2016, and a past due balance of $On November 1, 2016, Ms [redacted] ’s promotions on her account took affect and reduced her balance by $On November 11, 2016, Ms [redacted] made a payment in the amount of $bringing her balance down to $Upon speaking with Ms [redacted] on November 28, 2016, T-Mobile explained the current charges on her account and advised Ms [redacted] that her charges are correct; however, in an effort to amicably resolve the matter, T-Mobile issued a credit of $38.14, resulting in a zero balanceMs [redacted] should expect her monthly bill to be approximately $due on the 20th of every monthMs [redacted] has agreed to our resolutionBased 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 meFurther, I appreciate the speed and efficiency with which T-Mobile addressed this concern I also appreciate their deletion of the negative item from my credit report Sincerely, [redacted]

May 11, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 18, 2017, regarding the above-referenced accountT-Mobile regrets any continued concerns that Mr [redacted] may have experiencedAs T-Mobile mentioned in our previous response, T-Mobile takes account security seriouslyOur records show that in April 18, 2017, T-Mobile updated Mr [redacted] ’ address to his current address and requested the One-Time Pin code to be sent via mailHowever, our system keeps the previous address on file for days due to sensitive account informationRegrettably, due to an administrative error, Mr [redacted] was not advised of thisFurther records confirm that T-Mobile has been in contact with Mr [redacted] via email on April 21, 2017, April 24, 2017, May 1, 2017, and on May 4, On April 30, 2017, Mr [redacted] provided T-Mobile with his social security card and photo IDPlease be advised that on May 4, 2017, Mr [redacted] was advised that his new sim card was now active and that he could reach out to T-Mobile with any concerns with his new sim cardOn May 4, 2017, Mr [redacted] confirmed that he would test the new sim card and would let T-Mobile know if there were any further concernsT-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.Chris L***Executive Response

July 18, 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 July 14, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any continued Carrier Freedom rebate concerns Mr [redacted] has experiencedAs previously advised in our correspondence to your office dated July 5, 2017, T-Mobile issued a prepaid MasterCard in the amount of $on June 29, 2017, to Mr [redacted] ’s address of record Upon speaking with Mr [redacted] on July 17, 2017, he verified that he received the prepaid card within the allotted seven to ten business daysT-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 Andrew S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:this is not any fault of mine and it also my first claim dates back to june stprior to june 1st to resolve this situation and it should not reflect on my credit reportMultiply phone calls had been made and they also rejected me making a payment over the phone to resolve this issue Sincerely, [redacted] ***

December 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 December 5, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr***’s satisfaction T-Mobile regrets that Mr [redacted] had a discrepancy with the international call usage charges that were billed from October 10, to November 9, Mr***’s billing statement dated November 9, reflects international call usage charges totaling $for minutes in calls to Haiti from his mobile number ending in *** During the billing period from October 10, through November 9, 2015, Mr***’s mobile number ending in [redacted] placed minutes in international calls to Haiti that were billed at $per minute as he did not subscribe to a discounted international dialing feature during that billing period T-Mobile reviewed Mr***’s disputed international calls and we confirmed that there was only one international call where he attempted to use a calling card to place the international call and the international call was a one minute call T-Mobile confirmed that all other calls did not have an international calling card used prior to the call In the event that a customer uses an international calling card to place an international call, they are asked to dial the international number that they wish to reach and if they hit the ‘send’ button a second time after entering the international number, this action will end the call with the international calling card provider and then route the international call over T-Mobile’s network and international call usage charges are considered valid in this case However; this instance only occurred for one call out of the minutes that were used for international calls to Haiti It is T-Mobile’s position that the international call usage charges that totaled $500.51, with taxes, were validly assessed As a gesture of goodwill and in an effort to fully resolve this matter, T-Mobile offered to re-rate the international call usage from the November 9, billing statement to reflect the $International Stateside with Mobile feature There were minutes in international calls to Haiti that we re-rated to the discounted dialing mobile number rate of $per minute, which would have been $plus taxes of $for a total of $plus $for the International Stateside with Mobile feature, for a total of $ Mr [redacted] was charged $with taxes, which is a difference of $ On December 2, 2015, T-Mobile issued a credit in the amount of $to the account toward the international calls and on December 11, we offered a final credit in the amount of $242.34; as final resolution in this matter and Mr [redacted] accepted this offer On December 11, 2015, T-Mobile issued a credit in the amount of $to the account, which leaves a revised balance due in the amount of $for monthly access charges, the revised international call usage charges and taxes and surcharges Mr***’s payment was due by December 2, although in an effort to provide him with additional time to remit payment without the risk of service interruption and or reconnection fees, T-Mobile placed a courtesy hold on collection efforts through January 11, If Mr***’s account reflects a past due balance after January 11, 2016, collection efforts will be resumed T-Mobile appreciates Mr***’s business and we regret any inconvenience that 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 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 Ally Y [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 however I have a few corrections/questions to make to their response: The T-Mobile Signal Booster was not mailed to me as stated; it was given to me at the T-Mobile store when I signed upT-Mobile signed for the Signal Booster on December 16, at 10:18am (I have the UPS tracking info)T-Mobile responded: “Upon receipt of Ms [redacted] correspondence from your office, T-Mobile confirmed receipt of the Signal Booster on January 9, 2017”If T-Mobile confirmed receipt of the Signal Booster on January 9, as stated, then why was money taken from my bank account on Jan21st for a “non-return” payment!? Also, I did not file the complaint with Revdex.com until 1/30/Thank you for your help in resolving this matter, Sincerely, [redacted]

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 accountPlease be advised that T-Mobile has successfully resolved Ms***’s concern to her satisfactionT-Mobile regrets any concern to Ms [redacted] in regards to the above referenced accountT-Mobile has completed its investigation of this matter as Ms [redacted] was able to provide the necessary police report and determined that the allegation of fraud has been substantiatedTherefore, Ms [redacted] has been absolved of all financial responsibility for this accountIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMs [redacted] should allow approximately days for this information to be reflected on her credit reportPlease 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 Executive Response TeamBased 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, INCOscar T [redacted] Executive Response

April 27, 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 14, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that they have designated [redacted] as an authorized user of the accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfaction T-Mobile regrets any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityAlthough 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 noticeIn reviewing the coverage map for Ms***’s area, T-Mobile confirmed that she should expect moderate coverage with 4G LTE available in some homes and buildings It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments Additionally, T-Mobile regrets any concerns Ms [redacted] has experienced regarding her participation in a T-Mobile promotional offerPlease note that there are several eligibility requirements which must be met in order to qualify for promotional offersRegretfully, T-Mobile has no record of Ms***’s submission for the Magenta Pooffer According to our records, on April 12, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $for half of the value of the Magenta Port In offer for Ms***’s mobile numbers ending in [redacted] Please note that this credit satisfied the balance of $from Ms***’s billing statement dated April 10, Ms***’s account remains active with a credit balance of $ In a continued effort to amicably resolve the matter and upon speaking to Ms***, on April 25, 2017, T-Mobile applied a credit in the amount of $toward Ms***’s account for the remaining value of the Magenta Port In offer for Ms***’s mobile numbers ending in [redacted] ***Pursuant to our conversation, Ms [redacted] confirmed the matter is resolved and she has no further concernsMs***’s account remains active with a credit balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer CareT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:The root of this complaint lies with the fact that four different employees from T-Mobile, both in the store and over the phone, either told my husband or myself, or made it seem to my husband or myself, that after we paid the last $on each of the iPhones that we would then have paid off our lease on the phones, and would thus own them (I am not addressing the iPad because we have no issues with that bill)Thus, we decided that we would be fine paying the last $on each of the phones to own them and be able to do whatever we wanted to do with themNot a single employee mentioned anything about a “purchase option price” that we would need to pay if we did not return the phones to T-Mobile, which is why my husband and I believed that after paying the last $on each phone we would own themWhile the explanation from T-Mobile about the bill is helpful, it does not change the fact that we were severely misinformed by four separate T-Mobile employees about the status of our lease on the phonesA T-Mobile ce representative admitted that four separate employees gave us the wrong informationMy husband and I chose to act on this misinformation, and are now faced with a much larger bill because four employees were unable to properly do their jobsThe proposed solution by T-Mobile is not something that addresses this problemInstead, T-Mobile is seemingly proposing a solution that they know is most likely not feasible for usWe were lead to believe by four separate T-Mobile employees that we would own the phones after paying $on each of themThe issue then, is the “purchase option price” which we were never told aboutIt is frustrating that T-Mobile’s remedy to this situation is to act like they are doing us a favor by being willing to accept the phones back and subsequently ‘waive’ this chargeThat is exactly what would have happened if we were informed by one of the four employees that we would need to return the phones in order to have our final bill be the lower amount that each of them quoted usThus, T-Mobile is not offering a solution to our issue with them, and is instead trying to pass off offering the ability to act on knowledge we should have been given previously, by one of the four employees as a solution to our issue with themAs such, this does not constitute a remedy to our issue, and is instead T-Mobile backtracking to offer what should have been offered to begin with Sincerely, Mrs [redacted]

October 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account Please be advised that T-Mobile has made several attempts to contact Ms [redacted] at the number and e-mail address provided which have proven unsuccessful As such, we will make every effort to address her concerns within this letter T-Mobile regrets any billing concerns Ms [redacted] has experienced Our records indicate Ms [redacted] started service on August 23, 2017, with four lines of service and selected our T-Mobile ONE Taxes Included rate plan for $for the first two lines and $per additional line of services Please note that customers that are subscribed to our T-Mobile ONE rate plan, and choose to enroll in our free-of-charge AutoPay feature are eligible to receive a $credit per month, per line of service It is important to note that Ms [redacted] did not enroll in AutoPay at this time Further, Ms [redacted] initiated a lease of four LG KPlus handsets and agreed to monthly payments of $and a purchase option price of $per handset Accordingly, Ms [redacted] was sent a billing statement dated August 23, 2017, in the amount of $which consisted of monthly recurring charges for services from August 24, 2017, through September 23, 2017, with an associated due date of September 16, As T-Mobile did note receive payment by the associated due date, Ms***’s account was suspended for non-payment on September 23, Following a conversation with our Customer Care the same day, T-Mobile restored Ms***’s account, with payment arrangements of $to be paid on September 28, Please note that Ms [redacted] provided a payment method in which to complete the payment arrangement, and she also enrolled in our AutoPay feature at this time Please note, however, that as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Accordingly, Ms***’s account was billed four restore from suspend fees plus applicable taxes In an effort resolve Ms***’s concerns, on September 30, 2017, T-Mobile issued a credit of $for the AutoPay feature that was not enrolled at the time of activation Additionally, T-Mobile issued a credit of $for the four resort from suspend fees billed to the account As an additional courtesy, T-Mobile issued a credit of $for the billed late fee associated with Ms***’s late payment As of the date of this letter, Ms***’s account reflects a balance of $which consists of billed monthly recurring charges for services from September 24, 2017, through October 23, 2017, as well the restore from suspend fees and associated credits The balance is scheduled to charge to Ms***’s provided AutoPay payment method on October 14, T-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

March 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 27, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his service capabilities while in EuropePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care department Simple Choice No Credit Check is a postpaid option for customers who do not want to run creditPlease note customers on these plans are required to pay a deposit for each line of service, they are not eligible for T-Mobile’s Equipment Installment Plan (EIP), and do not receive the benefit of our Simple Global serviceT-Mobile records indicate on September 15, 2015, Mr [redacted] activated his T-Mobile account on a Simple Choice No Credit North America Unlimited Talk and Text rate plan for $per month for two lines of servicePlease note in order for Mr [redacted] to make changes to his account type, he must provide in person a valid government-issued photo ID including a social security numberT-Mobile regrets any inconvenience to Mr [redacted] Upon corresponding with Mr [redacted] on March 6, via email, T-Mobile offered Mr [redacted] the option of suspending his T-Mobile account while he is out of the country as he indicated in his correspondence to your office that he obtained local serviceT-Mobile offers one seasonal suspension per calendar year per line of service for a maximum of consecutive daysMr [redacted] will pay $plus tax for each bill cycle the account is suspendedT-Mobile suspended Mr [redacted] ’s lines of service as of March 6, 2017, and per Mr [redacted] ’s request, his lines will automatically restore March 19, In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the costs of contacting T-Mobile over the phone while out of the countryAdditionally, T-Mobile issued a credit in the amount of $for the fee which will bill while Mr [redacted] ’s account is suspendedThis credit leaves a credit balance of $which will apply to future billing statementsT-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 Jorge M [redacted] Executive Response

June 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 May 23, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr***’ concerns to his satisfactionT-Mobile understands our customers may, at times, need additional time to pay an account balance in full, and thus we provide our customers with various payment arrangement optionsT-Mobile regrets to learn that Mr [redacted] may have experienced an inconvenience in regards to payment arrangements on his T-Mobile accountT-Mobile records indicate that, on February 3, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab S and a Nokia Lumia EIP 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***’ personal credit history at the time of his purchase, he was not required to make a down payment; however, he agreed to pay $49.93, which is for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $T-Mobile records confirm that, on December 14, 2015, Mr [redacted] ported his mobile number to a new provider and consequently canceled his T-Mobile accountIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled, the remaining EIP balance of $was accelerated and posted to the final billing statement dated January 8, The total balance owed on Mr***’ final billing statement was $which included a previously unpaid balance of $and current charges totaling $which included the EIP balance, monthly recurring service charges, and applicable taxes, fees, and surchargesMr [redacted] spoke with T-Mobile’s Financial Care team on February 17, and was offered a payment arrangement that consisted of the following installments: • $due on February 27, • $due on March 29, • $due on April 29, • $due on May 30, Mr [redacted] was sent a letter in the mail that confirmed this agreement along with the amounts of the installments and the dates each were dueWhile T-Mobile records do confirm regular payments were made, regretfully these payments did not post to Mr [redacted] account on the agreed upon datesThe first installment of $posted to Mr***’ account on March 1, 2016; as this was beyond the agreed upon date of February 27, 2016, the payment arrangement was considered not met and collection activity resumedTwo additional $payments posted to Mr***’ account on April 1, and May 9, 2016, bringing the account balance to $As collection activity had previously resumed, on May 13, 2016, Mr***’ account was transferred to an outside collection agencyT-Mobile has confirmed that, on May 31, 2016, a payment of $was transferred to T-Mobile from the outside collection agency, and as of the date of this letter, Mr***’ account reflects a zero balanceBased 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

December 20, 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 14, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] with regards to upgradingPlease be advised that from November 24, 2016, to November 27, 2016, customers who had a qualifying traand rate plan with unlimited data were eligible to get an iPhone for free after bill creditsPlease note that customers who opted to upgrade under our Jump on Demand! (“JOD”) lease program were not eligible for the above offerOur records indicate that on November 26, 2016, Mr [redacted] leased an Apple iPhone for three of his mobile lines under our JOD program and as such was not eligible for the above promotionT-Mobile regrets any inconvenience to Mr [redacted] Our records show that on December 12, 2016, Mr [redacted] returned all three of the Apple iPhone handsets under JOD back to T-MobileOn December 19, 2016, T-Mobile agreed to provide Mr [redacted] three brand new iPhone Plus handsets with gigabytes of memory under an Equipment Installment Plan (“EIP”) and also agreed to waive the above EIPs in full as long as he returns his two Samsung Galaxy SEdge and iPhone Plus handsets to the address belowExecutive Customer Relations Attention: [redacted] Please note that Mr [redacted] will have days from the date he receives his replacement iPhone handsets to return his trahandsetsIf Mr [redacted] does not return his two Samsung Galaxy SEdge and iPhone Plus handsets, he will be responsible for the remaining Equipment Installment Plan on all of his iPhone Plus handsets T-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, account information within the box to turn off the “Find My iPhone” feature from the iPhone to ensure that he receives the proper credit upon receipt of the handsetsMr [redacted] agreed to this as an acceptable resolutionBased 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

February 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 February 4, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concern within this letter T-Mobile regrets any concern to Ms [redacted] in regards to her participation in T-Mobile’s Carrier Freedom offerIn early 2014, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.Scarrier to T-MobileWith Carrier Freedom, consumers can get reimbursed for their current carrier's early termination fees or device payment plan remaining balances (“cancellation costs”) as tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesConsumers can get up to $per line, based on the cancellation fees reflected on the previous carrier's final billing statementEach line for which reimbursement is requested must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in, and a new T-Mobile device purchased for use on that mobile number In order to qualify for the reimbursement, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expeditedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity It is important to note that Ms [redacted] did port in her mobile number, traded in an Apple iPhone 6s, and purchased a T-Mobile handset which she has met all the Carrier Freedom requirementsPlease note that at the time of activation on December 20, Ms [redacted] traded in her [redacted] handsets and received a trade in credit in the amount of $which applied towards her upfront costs and a remaining credit of $was applied to her accountOn January 25, T-Mobile received Ms [redacted] Carrier Freedom reimbursement form and was approved for a refund of $for the difference due of her equipment after the deduction of her trade in credit of $T-Mobile has accurately honored Carrier Freedom for Ms [redacted] However, in an effort to amicably resolve this matter, on February 10, T-Mobile applied a courtesy credit in the amount of $to Ms [redacted] ’ account leaving a credit balance of $T-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 Oscar T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:First of all you did not say anything about the employee that work at t mobile and don't know what they are selling which to me that is crazy and I am not going to accept the response because I do not agree with itI strongly believe that it is not our fault because we asked the employee that worked at t mobile if they would work with any other carrier and he said yesAnd I do not think this was miscommunication because he answered the question and we heard him loud and clearWe are not satisfied with t mobile because of all of the liesAnd we will not stop until t mobile resolves this issueWe never chose the GSM phones, we never said we wanted GSM phonesWe wanted CDMA phones and we did not receive the phonesSo we are not stoping until this issue is resolved by t mobile because we are the customers and as customers we have a right to request something that we purchasedWe traded in our working phones and we got the phones that don't work anywhere except t mobile and ***We are trying to settle this properly without involving anyoneThank you for your time! Sincerely, [redacted]

March 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 March 15, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on October 5, 2006, and currently has eight active lines of serviceOn March 11, 2016, Mr [redacted] used our JUMP! On Demand (“JOD”) lease program to lease a Samsung Galaxy ShandsetThe JOD lease program allows customers to upgrade to the hottest devices whenever they wantCustomers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoMr [redacted] agreed to an month lease period, with monthly payments in the amount of $ Our records confirm that on March 25, 2016, Mr [redacted] performed a JOD upgrade for his Samsung Galaxy ShandsetMr [redacted] leased a Samsung Galaxy SEdge handset, with monthly payments in the amount of $As part of the JOD upgrade program, Mr [redacted] was required to return the Samsung Galaxy Shandset to a T-Mobile retail locationUpon receipt and inspection of the handset, the JOD lease for the handset would be closedRegrettably, our records confirm that the Samsung Galaxy Shandset was not received as returned to T-MobileAs such, the JOD lease remained active on Mr [redacted] ’s account However, in an effort to amicably resolve Mr [redacted] ’s concerns, on March 21, 2017, T-Mobile closed the JOD lease for the Samsung Galaxy Shandset leased on March 11, As such, Mr [redacted] will no longer be billed for the deviceAdditionally, on March 21, 2017, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $for billed handset lease paymentsAs Mr [redacted] had a balance owed, his account remains active with a balance of $It is important to note that a portion of this balance is considered past-dueT-Mobile recommends that Mr [redacted] contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruptionT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

August 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 July 23, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding a $credit to his account Upon speaking with Mr [redacted] on July 26, 2017, T-Mobile clarified that he received a flyer for a grand opening of a new T-Mobile store in his area offering a $credit upon your first visit Mr [redacted] indicated the credit was applied on July 22, 2017, and considers this matter resolved 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 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 Jennifer G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I was not aware of the fact that phone should be I good physical condition, I went to TMobile store today as I was directed, there was a tiny crack I the right hand corner of the screen and a person at T Mobile store refused to process the exchangeWhat are my options now? Sincerely, [redacted] ***

July 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 July 9, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile records confirm that Mr [redacted] activated his account on November 6, 2016, with two mobile numbersAt the time of activation Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 16GB handsets in silverEIP 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, Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $for each handsetIt is important to note that customers have the option to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balanceT-Mobile records confirm that on February 5, 2016, Mr [redacted] remitted two payments totaling $which resulted in a zero remaining balance for the two Apple iPhone 16GB handsetsIt is important to note that all mobile devices are initially locked to the T-Mobile networkHowever, Mobile Device Unlock codes are available to customers who meet our eligibility requirements upon requestAfter reviewing Mr [redacted] ’s account, T-Mobile records confirm that on July 7, 2016, he requested for a Mobile Device Unlock code for the two Apple iPhone 16GB handsets that were used on mobile numbers ending in [redacted] and ***Regrettably, due to an inadvertent error on July 9, 2016, Mr [redacted] ’s request for the device unlock codes were declinedT-Mobile records confirm that Mr [redacted] contacted T-Mobile Customer Care on July 9, 2016, and the request was resubmittedOn July 10, 2016, Mr [redacted] received the aforementioned device unlock codes for the two Apple iPhone 16GB handsets via his e-mail address that was provided at the time of submissionPlease note that on July 13, 2016, Mr [redacted] confirmed that he was able to unlock the two Apple iPhone 16GB handsetsT-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, INCShannon R [redacted] Executive Response