T-Mobile USA

Complaint: [redacted] I am rejecting this response because: T mobile has ignored the fact that itcontinues to mis represent the service sold to me (and others) The words Unlimited talk and text mean Unlimited a MB limit is not unlimited As such they are commiting mis representation of the product they are serlling This should be treated as fraud by the Revdex.com and regukatory agencies T mobile does not seem to understand the words in the English language or if it does it is commiting willful mis representation of its product offering As I understand:Talk - means any verbal communicationText means any written communicationUnlimited means without constraint.Thus when I am sold Unlimited Talk & Text there should not be a MB limit.The sales people at T mobile when I bought this service claimed it was Unlimited Talk & Text in the 100+ countreies where T mobile operates Sincerely, [redacted] ***

February 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 February 16, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms [redacted] has with her equipment replacement orderT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on December 30, 2015, for her Samsung Galaxy S32GB in goldUpon receipt of Ms [redacted] handset at our warehouse, we examined it and it was found to have sustained physical damage to the charging port, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedNevertheless, in an effort to amicably resolve this matter, we have applied a $credit to Ms [redacted] account for the out-of-warranty fee which was assessed to her February 8, 2016, billing statementMs [redacted] account now has a credit balance of $and she may verify this by visiting www.T-Mobile.com or by dialing #225# and the “send” key on her T-Mobile deviceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

October 27, 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 17, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have encountered regarding his account Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care team T-Mobile records confirm that on November 10, 2016, T-Mobile provided Mr [redacted] with a 4G LTE Signal Booster Please note the T-Mobile 4G LTE Signal Boosters are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home Please note that the 4G LTE Signal Boosters are T-Mobile owned devices They are provided to our customers with a $deposit paid at the time of issuance However, if not returned upon cancelation of service, there is a $plus tax non-return fee that is assessed to the account Please note that T-Mobile waived the $deposit associated with 4G LTE Signal Booster that was provided to Mr [redacted] T-Mobile records confirm that Mr [redacted] ’s account was canceled on September 12, 2017, when he ported the mobile number ending in to another service providerT-Mobile provided Mr [redacted] with a final billing statement dated September 25, 2017, in the amount of $which was due on October 17, and was sent to Mr [redacted] ’s address on file The balance consisted of services rendered from August 25, 2017, though September 24, Please be advised that on October 2, 2017, T-Mobile received the 4G LTE Signal Booster, however, due to an inadvertent error, October 11, 2017, Mr [redacted] ’s account was charged for the non-return fee of $ Therefore, the account balance was updated to $ Nevertheless, in an effort to amicably resolve this matter on October 18, 2017, T-Mobile credited the account in full in the amount of $Please note as of the date of this letter the account reflects a zero balance 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 Abigail ***-R [redacted] Executive Response Tell us why here

I am rejecting this response because:I still do not have my refund in my bank account.I have tried to contact My L [redacted] several times and have not received a call back.Once my money is refunded then I can accept an offer,it's been over days and I still don't have my refund.Thank you Sincerely, [redacted]

June 29, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 23, 2015, regarding the above-referenced account T-Mobile records confirm that a replacement Samsung Galaxy Swas sentto Ms [redacted] on May 15, Inaddition, we examined the returned device with IMEI [redacted] and it wasfound to have sustained physical damage, which is not covered under thewarranty Although we troubleshoot thehandsets prior to performing a handset exchange pursuant to the above policy,this is not the final exam Upon receiptof the non-working handset, we have trained technicians who dismantle andexamine the handsets A warning of thepossibility of an out-of-warranty fee was read to and agreed to by Ms [redacted] at the time of the exchange Thisinformation is also in the user’s manual and in the material that accompaniesthe replacement handset Based on theabove information it is T-Mobile’s position that the out-of-warranty fee wasvalidly assessed and we respectfully decline to waive this fee In Ms [redacted] correspondence she indicates that the device had nophysical damage at the time the device was shipped Unfortunately, the device that arrived atT-Mobile had a cracked LCD screen Aphoto of the damage can be seen at http:// [redacted] To view the correct image, Ms [redacted] willneed to reference the device’s order number [redacted] It is T-Mobile’s position that Ms [redacted] wasaccurately charged based on the device’s physical damage Although the charge is considered valid, as a gesture of goodwillT-Mobile has agreed to issue credit in the amount of $for the device’sout-of-warranty fee charge It isimportant to note that for future exchanges processed within T-Mobile’s limitedwarranty, standard guidelines will apply Additionally it isimportant to note that Ms [redacted] line of service ending in [redacted] has the JUMP!feature Following the initial launch ofour JUMP! program, we made some changes and launched the new JUMP! featurewhich provides customers all the coverage offered by our Premium HandsetProtection bundle (handset insurance and extended warranty), Mobile Securitywith Lookout, plus the benefit of traditheir current device financedthrough an Equipment Installment Plan (EIP) for a credit of the remaining EIPbalance due, up to one-half of the original retail price of that device Customers enrolled in JUMP! are providedwith unlimited opportunities to upgrade the device they enrolled in JUMP! 2with no waiting period In addition to theabove benefits, the JUMP! feature provides coverage offered by [redacted] incases of equipment loss, theft, accidental damage, and in-warranty andout-of-warranty malfunctions at the replacement cost of the deductible Please note that [redacted] and T-Mobile areseparate companies, each with separate policies [redacted] requires that the customer pay apre-determined deductible based on the handset model in order to obtain areplacement handset The amount ofdeductible for the Samsung Galaxy S is $ Additionally, [redacted] may send areconditioned handset as a replacement when an equipment claim is made Ms [redacted] may also contact [redacted] at [redacted] for additional claim information On June 26, 2015,T-Mobile contacted Ms [redacted] and presented our stance with the credit offertowards the out of warranty fee in which Ms [redacted] accepted our offer asresolution T-Mobile regrets anyinconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCSacny A [redacted] Executive Response

February 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 February 24, 2016, regarding the above-referenced accountWe regret any coverage issues Mr [redacted] may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasPlease be advised that there are several factors that can affect actual service quality and availabilityT-Mobile has reviewed Mr [redacted] coverage area and confirms that he is in an area with 4G LTE coverage and no known issuesOn January 26, 2016, as part of T-Mobile’ s troubleshooting and in efforts of resolving Mr [redacted] coverage concerns, our records confirm that the System Identifying Module (“SIM”) card to his account was updated in which Mr [redacted] has confirmed that there has been coverage improvements but it has not fully resolved the issueUpon T-Mobile receiving indications of coverage issues, T-Mobile troubleshoots services to rule out the possibility of network or handset related issuesIn review of Mr [redacted] concerns regarding the dropped calls, T-Mobile has determined that it may potentially be his devicePlease note that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramOur records confirm that Mr [redacted] is using an Apple iPhone 5S that is no longer under T-Mobiles limited warranty; as such, T-Mobile recommends testing the SIM card on a different device, and looking at handset upgrade options which were discussed with Mr [redacted] Although T-Mobile is unable to confirm that the issue is network related, as a courtesy to Mr [redacted] , and in an effort to amicably resolve the matter, T-Mobile agreed to issue a credit of $to his account in lieu of a month of service free which is currently reflecting as a credit balance to his accountT-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, INCSacny A [redacted] Executive Response

January 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 January 18, 2015, regarding the above-referenced accountPlease 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] recent contact with our Customer CareT-Mobile records indicate that on January 2, 2016, Mr [redacted] was activated on the $Simple Choice North America Unlimited Talk Text plus Data Two Lines rate plan for the mobile numbers ending in [redacted] and ***T-Mobile records indicate that on January 2, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 6s 64GB in Space Gray and an iPhone 6s 64GB in Rose GoldEIP 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 $All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP paymentsOn January 11, 2016, Mr [redacted] ported his mobile numbers to another provider and canceled his accountT-Mobile was able to speak with Mr [redacted] on January 13, 2016, and he stated that he would be returning his devices within the return period so that he may have the EIP balances removed and a refund for the $down payment that was made at the time of purchaseWe regret any inconveniences that Mr [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJosiah M [redacted] Executive Response

May 30, 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 May 17, 2017, regarding the above-referenced account T-Mobile is pleased to report that we resolved Mr [redacted] ’s concerns to his satisfaction T-Mobile regrets that the additional Equipment Installment Plan (“EIP”) payment from February 18, caused confusion On April 28, 2016, Mr [redacted] purchased an Apple iPhone SE GB handset with our EIP option Mr [redacted] was not asked to make a down-payment and he agreed to pay 24-monthly installments in the amount of $ All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchase Although this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments At the time that Mr [redacted] made additional payments toward his EIP balance, the payments would post to the account, and if the account reflected an outstanding balance, the payment would be applied toward the open account balance Then, the EIP payment amount is deducted from the EIP balance and appears on the next billing statement as an EIP charge for the amount of the payment T-Mobile records confirm that Mr [redacted] made an additional payment toward the EIP balance for the Apple iPhone SE GB handset on June 10, in the amount of $ The EIP payment, and charge, of $appeared on Mr [redacted] ’s billing statement dated July 7, Mr [redacted] ’s billing statement dated February 7, reflected a balance in the amount of $for monthly access charges for services rendered from January 8, through February 7, 2017, the EIP monthly charges, $for international call usage charges for the mobile number ending in 9770, optional feature subscription charges, $in international roaming usage charges for the mobile number ending in 9070, and taxes On February 18, 2017, as a gesture of goodwill, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $toward the international roaming usage charges The courtesy credit that was issued to Mr [redacted] ’s account left a revised balance in the amount of $555.67; please note that this balance did not yet include the additional EIP payment that Mr [redacted] requested to make On February 18, 2017, Mr [redacted] requested to make an additional payment toward the EIP balance for the Apple iPhone SE GB handset and T-Mobile collected a payment in the amount of $113.34, which posted to the account and then left a revised account balance in the amount of $ From February 18, through February 27, 2017, T-Mobile received additional payments to Mr [redacted] ’s account in the amount of $513.74, which left a credit balance in the amount of $ Mr [redacted] ’s billing statement dated March 7, reflected a credit balance in the amount of $71.50, new charges in the amount of $428.57; with a balance in the amount of $that was due by March 28, Please be advised that Mr [redacted] ’s billing statement March 7, reflected both the payment of $and the EIP charge of $113.43, which is how all additional EIP payments were posted to accounts at that time It’s important to note that Mr [redacted] was not charged twice for the EIP charge as it was only billed to the billing statement dated March 7, It is T-Mobile’s position that the EIP charge of $was accurately billed to Mr [redacted] ’s billing statement dated March 7, On March 23, 2017, Mr [redacted] contacted Customer Care and disputed the additional EIP charge of $113.43; therefore, T-Mobile reversed the additional payment charge and the amount of $was re-added to the EIP balance The payment of $that was received on February 18, remained on Mr [redacted] ’s account and was applied toward the account charges Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer Care While it is T-Mobile’s position that the EIP balance for Mr [redacted] ’s Apple iPhone SE GB handset was valid, on May 19, as a gesture of goodwill, T-Mobile closed the EIP for the Apple iPhone SE handset and we issued credits totaling $to the account for the EIP balance Based on our valued customer’s feedback, T-Mobile recently updated our EIP payment system so that EIP payments will no longer be applied toward a customer’s account balance, the payment will now directly apply to the EIP balance; which should help prevent future EIP payment and bill confusion T-Mobile appreciates Mr [redacted] ’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

November 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account We are glad to report that upon speaking with Mr [redacted] he confirmed 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 [redacted] ’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 Our records reflect that Mr [redacted] received a tracredit of $at the time of activation and, based on the amount owed to his prior carrier and approval of his reimbursement request, he was sent a prepaid card in the amount of $for the balance of the equipment installments charged by his prior carrier T-Mobile records confirm that Ms [redacted] activated her T-Mobile account on September 17, 2016, with mobile number ending in and that he traded- in an iPhone 6s with 64GB of memory device from which he accepted a tracredit in the amount of $ In reviewing Mr [redacted] ’s final billing statement with his previous service provider, we can confirm that his cancelation equipment charges totaled $ It is T-Mobile’s position that Mr [redacted] received a full reimbursement based on the Carrier Freedom promotion guidelines On November 5, 2016, T-Mobile contacted Mr [redacted] to discuss the information presented above As a courtesy, and in an effort to amicably resolve this matter, T-Mobile offered an additional refund in the amount of $in the form of a prepaid card, which Mr [redacted] accepted as full resolution to his concerns Please allow seven to ten business days for deliveryT-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 Maggie R [redacted] Executive Response

April 7, 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 27, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’ satisfactionT-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding his recent tablet insurance claim through Assurant Wireless Inc(“Assurant”)T-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) through AssurantT-Mobile records reflect that on March 9, 2016, Mr [redacted] filed a claim with Assurant that was subsequently denied due to the fact that the handset did not appear to be in use on the account at the time that the claim was filedAs such, in an effort to amicably resolve this matter, T-Mobile has offered to replace Mr [redacted] ’ iPad with a new iPad at the standard deductible cost of $Please note that T-Mobile has ordered Mr [redacted] ’ replacement iPad with an expected delivery date of April 11, 2016, and charged the $deductible to his next billing statement, which will be dated March 1, Mr [redacted] was pleased with this offer and considers the matter resolvedBased 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, INCJames H [redacted] Executive Response

October 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 8, 2016, regarding the above-referenced accountT-Mobile regrets any concern that Ms [redacted] has experienced regarding her coveragePursuant to Ms [redacted] ’s request, T-Mobile has not contacted her regarding this matterAccordingly, we will make every effort to address her concerns within this letterOur records indicate that Ms [redacted] activated service July 13, 2006, with three lines of serviceT-Mobile does not show any coverage changes for the address listed on Ms [redacted] ’s accountWe show that 4G/LTE connectivity is what is available in Ms [redacted] ’s areaPlease be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching her device and is the reason calling, if available, is suggested as a supplemental connection sourceIn an effort to address Ms [redacted] ’s concerns with coverage concerns T-Mobile provided sent a coverage device on April 28, This device was sent provide a better in home coverage experienceOur records indicate that Ms [redacted] has not set up the coverage device which was provided to enhance her coverage experienceAfter review of Ms [redacted] ’s account our records indicate sufficient voice usage, as well as data usage on the account which suggests service is utilizedMs [redacted] ’s average data usage over the last three billing cycles from June 27, through September 26, is about gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,This is based on a combined total for all three lines on the account, month over monthAs such, we request that Ms [redacted] contact T-Mobile to request cancellation of service, so we may discuss cancellation process and final billingShould Ms [redacted] continue experiencing issues with her coverage, we ask that she contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issueAs such, we respectfully decline her request for creditT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSharon B [redacted] Executive Response

December 15, 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 December 14, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile regrets any misunderstanding to Mr [redacted] when attempting to pay off his Equipment Installments Plan (EIP)T-Mobile records reflect that Mr [redacted] ’s billing statement dated September 27, 2015, had a balance of $which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from September 27, 2015, to October 26, 2015, and the EIP monthly installment totaling $($for an iPhone Plus Space Gray 16GB of memory handset and $for an iPhone Silver 16GB of memory handset)Please note that on October 7, 2015, payments totaling $for the above listed charges were remitted to the account, leaving the account with a remaining balance of $Our records confirm that Mr [redacted] remitted a payment online at my.t-mobile.com in the amount of $on October 8, 2015, towards the remaining EIP balance of his iPhone Plus Space Gray 16GB of memory handsetPlease note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately, while the associated charge to close the EIP does not appear until the end of the billing cycleAs such, if there is a balance owed at the time of EIP payment, it will be applied to that open balanceAt that time, the account was left with a credit balance of $T-Mobile records reflect that Mr [redacted] ’s billing statement dated October 27, 2015, had a balance of $which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from October 27, 2015, to November 26, 2015, the EIP monthly installment totaling $58.32, and reflected the prepayment charge of $for the iPhone Plus with 16GB of memory handsetPlease note that as Mr [redacted] had a credit balance of $324.21, his account was left with a remaining balance of $which reflected on his billing statement dated October 27, Our records indicate that on October 29, 2015, payment of $was remitted to the accountOn October 29, 2015, Mr [redacted] remitted two payments online at my.t-mobile.com in the amount of $and $for the remaining EIP balance of his iPhone Plus Space Gray 16GB of memory handsetFollowing, on November 19, 2015, payments totaling $for the account service charges were remitted to the accountOn November 21, 2015, Mr [redacted] remitted a payment online at my.t-mobile.com in the amount of $towards the remaining EIP balance for his iPhone Silver 16GB of memory handsetAt that time, the account had a credit balance of $T-Mobile records further reflect that Mr [redacted] ’s billing statement dated November 27, 2015, had a balance of $which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from November 27, 2015, to December 26, 2015, the EIP monthly installment of $27.08, and reflected the prepayment charges of $for the iPhone Plus with 16GB of memory handset, the prepayment of $for the iPhone with 16GB of memory handset, and the final remaining charge of $for the iPhone Plus with 16GB of memory handsetAs a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, on December 14, 2015, a credit of $for a free month of service was posted to the account, leaving the account with a remaining balance of $due on December 19, T-Mobile regrets any inconvenience to Mr [redacted] ’s regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAida A [redacted] Executive Response

February 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 14, 2017, regarding the above-referenced accountPlease be advised that we have made ***empts 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 September 11, 2016, with three lines of serviceAt the time of Mr [redacted] ’s activation, he portthree of his lines of service from another providerDue to an inadvertent error, this poprocess was not completed until September 16, On September 19, 2016, Mr [redacted] added a fourth line of service to his account At the time of Mr [redacted] ’s September 11, activation, he used our Equipment Installment Plan (“EIP”) program to purchase two Apple iPhone GB handsets and an iPhone GB handsetMr [redacted] remitted a down payment in the amount of $for each of the Apple iPhone GB handsets, but was not required to remit a down payment for the Apple iPhone GB handsetMr [redacted] agreed to monthly installments in the amount of $for each deviceAt the time of Mr [redacted] ’s handset purchase, T-Mobile offered a promotion where customers who trada qualified handset and purchased a new qualified handset on an EIP would receive a one-time tracredit for the handsets, as well as a monthly credit towards a portion of the EIP for the new handsetOur records confirm that Mr [redacted] was to tratwo Apple iPhone handsets and a Samsung Galaxy ShandsetOur records confirm that both Apple iPhone handsets were received, and a tracredit totaling $was issued as of November 23, The EIPs associated with each of these trade-ins also receive the monthly promotional creditRegrettably, however, our records confirm that the Samsung Galaxy Shandset was not received as a trade-inAs such, the one-time credit was not issued, and Mr [redacted] is not receiving the monthly promotional credit However, in an effort to amicably resolve Mr [redacted] ’s concerns, on February 28, 2017, T-Mobile closed the EIP for the handset that is not receiving the monthly promotional credit, an Apple iPhone GBAs such, Mr [redacted] will no longer be billed for the handsetAdditionally, on February 28, 2017, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $for the billed handset installmentsMr [redacted] ’s account remains active, with a balance of $Payment for this balance is due March 6, 2017, and Mr [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owedT-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 m***er to our ***entionShould 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

December 18, 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 14, 2017, regarding the above-referenced account We regret any inconvenience Ms [redacted] has experienced with regards to the credit for her handsetsAs indicated in our previous response, T-Mobile confirmed that upon receipt of the devices in our office, T-Mobile would apply the credits for the two Samsung Galaxy SdevicesOur records confirm that the two LG Vdevices were received in our office on December 11, 2017, and once processed T-Mobile applied a credit in the amount of $1,038.03, which was billed to Ms***Please note that Ms***’s account reflects a revised balance owed of $Should Ms [redacted] have any further questions or concerns, she may reach me directly using the contact details listed below, or at [redacted] @T-Mobile.com 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 Kayla J [redacted] Executive Response

April 24, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced regarding his accountOur records confirm that Mr [redacted] activated his account on May 31, 2016, with four lines of serviceMs [redacted] subscribed to our promotional Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly for four lines of serviceIt is important to note that this promotional rate plan is considered a “4th line free” plan, and may not be eligible for other promotional offersOn November 20, 2016, Mr [redacted] added two additional lines of service, at $monthly per line of service At the time of Mr***’s November 20, activation, T-Mobile offered a promotion where customers who were subscribed to a qualified rate plan could add up to two additional lines of service, and would receive a monthly credit for the add-a-line costIt is important to note that “4th line free” rate plans were eligible to add one additional line of service, and receive the monthly promotional credit for the add-a-line costsAs such, Mr [redacted] was only eligible to add one line of service as part of this promotional offerOur records confirm that as of December 21, 2016, Mr***’s line of service ending in [redacted] is receiving this monthly promotional credit Additionally, on November 20, 2016, Mr [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG Khandset and an LG KhandsetMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $At the time of Mr***’s purchase, T-Mobile offered a promotional offer where customers who were on a qualified rate plan or data feature would receive a participating handset at no cost, after a monthly creditRegrettably, Mr [redacted] was not subscribed to a qualified rate plan or data featureAs such, he was not eligible for the monthly promotional credits However, in an effort to amicably resolve Mr***’s concerns, on April 18, 2017, T-Mobile closed the EIPs for the LG Kand LG KhandsetsAs such, Mr [redacted] will no longer be billed monthly for the handsetsAdditionally, T-Mobile issued a credit to the account in the amount of $480.00, which equals months of the add-a-line feature for the line of service not qualified for the above-referenced promotional offerDue to a balance owed at that time, Mr***’s account remains active, with a credit balance of $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 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

Complaint: [redacted] I am rejecting this response because:Tmobile as today @ 18:they did not honor their agreementI just now double checked and not only did I not receive my funds back into my bank account, the courtesy that MrW [redacted] said he would credit to the Tmobile account is also not thereSo not only is Tmobile not able to honor their agreement they can't even seem to to credit the Tmobile account which should be under their controlAgain, so the "Tmobile Office of the President" doesn't seem to be able to rectify a complaint or honor their commitment to close the issueTo add salt to the wound I went to investigate to upgrade my phone which is paid off, because the other participants have not brought the account up to date I can't even view any upgrade to a my mobile device, which is utterly ridiculousSo ok they can block any future purchase because the other participants have not paid their premium (which again why penalize a plan member who pays) but I can't even view a new mobile device for future purchaseutterly ridiculousI'm sorry, these chain of events clearly show Tmobile lacks the skill and customer relations to be a premium cellular provider.Sincerely, [redacted]

July 28, 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 July 15, 2017, regarding the above-referenced account We are pleased to report that we have resolved the matter to Mr [redacted] ’s satisfaction T-Mobile regrets that Mr [redacted] has concerns regarding his billing and welcomes the opportunity to respond T-Mobile records reflect that Mr [redacted] chose to subscribe to our T-Mobile ONE Talk & Text plan The anticipated monthly cost for this plan including tax on Mr [redacted] ’s account is $ Additionally, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on October 31, 2015, with the purchase of a Samsung Tab A tablet and accessories, on January 21, 2017, with the purchase of a Samsung On handset, and on May 8, 2017, with the purchase of a Samsung Galaxy Note handset These payments totaled $monthly As such, T-Mobile would anticipate Mr [redacted] ’s monthly cost to be approximately $ T-Mobile records reflect these purchases to be authorized by Mr [redacted] After careful review, T-Mobile has determined that the variance Mr [redacted] has noted in his monthly billing statements are the result of third-party application charges Please note that T-Mobile has blocked third-party applications from billing to Mr [redacted] ’s account at his request Additionally, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile has taken the following action in attempt to provide Mr [redacted] with a monthly anticipated cost closer to his expectation: T-Mobile has credited Mr [redacted] ’s current balance due of $creating a zero balance currently on the account T-Mobile has closed and credited Mr [redacted] ’s EIPs thus he will no longer have monthly costs for the EIPs We have moved Mr [redacted] to our Select Choice Talk & Text plan at an anticipated monthly cost of $including tax As such, Mr [redacted] would now anticipate his total monthly cost to be $ Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with us regarding the matter 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 William B [redacted] Executive Response

August 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to the Apple iPhone promotionPlease be advised that from September 26, through October 2, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid Apple iPhone handset or new model for the Apple iPhone or Plus handset With this offer, qualified customers who switched to the T-Mobile ONE rate plan, purchased a new Apple iPhone 32GB handset on an Equipment Installment Plan (“EIP”) and tradtheir fully paid Apple iPhone 6S or 6S Plus handset, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new Apple iPhone handset such that the handset is discounted to $after months Additionally, customers that traded in an Apple iPhone or Plus handset would receive monthly EIP credits to reduce the cost of a new Apple iPhone 32GB to $after months Customers who tradthe Apple iPhone 5, 5C, 5S, or SE handset model would receive the handset at a final cost of $ If a customer chose the Apple iPhone GB Plus model there was a cost increase of $ Finally, customers who chose a larger memory variant of the Apple iPhone or Plus were asked to pay $for each memory variant increase On September 25, 2016, an order for two Apple iPhone 32GB handsets in Rose Gold, and an Apple iPhone Plus 128GB in Black handset, was initiated on Mr***’s account A down payment of $was remitted toward the Apple iPhone 128GB handset with monthly EIP payments of $ There was no down payment made on the Apple iPhone 32GB handsets, however monthly payments of $were initiated As of September 25, 2016, two Apple iPhone Plus 64GB in Gold handset and an Apple iPhone 5C 16GB in Green handset were included as tradevices Regrettably, the promotional credits did not reflect on the account for the three devices that Mr [redacted] traded in during the promotional period As such, upon speaking with Mr [redacted] on August 21, 2017, the EIPs for all three devices were closed out as paid and a credit of $was applied to the account The account currently reflects a credit balance of $ 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 Jessica G [redacted] Executive Response

October 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Pre-paid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 21, 2016, regarding the above-referenced pre-paid numberT-Mobile regrets that Mr [redacted] continues to have concerns regarding his refundUpon contacting Mr [redacted] on October 26, 2016, he advised T-Mobile that we could respond directly to your officePlease be advised that our records confirm that Mr [redacted] was contacted via his number ending in [redacted] on October 7, 2016, October 17, 2016, October 19, 2016, and October 26, T-Mobile records indicate that Mr [redacted] ’s refund in the amount of $was approved by T-Mobile on October 11, 2016, and forwarded to Citibank to be disbursed as a prepaid debit cardPlease be advised, Citibank’s card fulfillment vendor is currently experiencing delays of up to days beyond the standard timeframe of seven to ten business daysPlease be assured, Citibank is working diligently to resolve the delayFor any further concerns regarding the delay in issuance of the prepaid refund cards, Mr [redacted] may contact Citibank at 1-800-522-Customers who have not received their cards within business days of the above date may contact Citibank Card Services at 1-877-855-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

September 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 12, 2015, regarding the above-referenced accountWe apologize for any inconvenience Mr [redacted] may have experienced with his recent attempt to establish services with T-MobilePlease be advised that T-Mobile may use third-party Service Partners to help service our customersThese employees are contracted by T-Mobile and trained in use of T-Mobile's systems and toolsAdditionally, they are held to the same standards of professionalism and policy adherence as any other representatives of T-MobileThis is outlined in our Privacy Policy under the Disclosure of Personal Information Section which can be found online at www.T-Mobile.comPlease be assured however, that T-Mobile takes allegations of employee misconduct very seriouslyWe 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 Mr [redacted] recent contact with our Telesales DepartmentOur records indicate that on September 10, 2015, Mr [redacted] contacted our Telesales Department and proceeded to activate his account with T-MobileAt that time, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a certified re-manufactured Sony Xperia ZdeviceOur records confirm that the device was shipped via UPS to Mr [redacted] mailing addressHowever, our records also confirm that Mr [redacted] refused delivery of the aforementioned deviceThereafter, on September 16, 2015, T-Mobile confirmed the successful receipt of the aforementioned device at our national distribution centerPlease keep in mind that it can take up to seven to ten business days for Mr [redacted] to receive a refund for his equipment purchaseAdditionally, in Mr [redacted] correspondence to your office, he advises of his intent to cancel his account with T-MobileAs such, T-Mobile has agreed to honor Mr [redacted] request to cancel his accountAdditionally, as T-Mobile has determined there was no usage on the above-referenced account an adjustment has been issued for the entire balance of $The account remains closed and reflects a zero balanceMr [redacted] may disregard the next billing statement as all new monthly recurring charges created will be adjusted after the bill has been generatedT-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 [redacted] Very truly yours, T-MOBILE USA, INCEmilio S [redacted] Executive Response