T-Mobile USA

November 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 November 8, 2016, regarding the above-referenced accountT-Mobile regrets any handset warranty replacement concerns Mr [redacted] has experiencedT-Mobile records confirm that on October 24, 2016, Mr [redacted] filed a handset warranty exchange for a replacement Apple iPhone Plus 64GB Gold handsetPlease be advised that currently the Apple iPhone Plus 64GB Gold handset is on backorderOn November 16, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit of $to Mr***’s account for monthly access charges from October 24, 2016, through November 23, Additionally, T-Mobile agreed to send Mr [redacted] a replacement Apple iPhone 6S Plus 128GB Gold handset at no cost as long as he sends his defective Apple iPhone Plus 64GB Gold handset back to T-Mobile within days of the date of this letter using the prepaid shipping label that we providedUpon receipt of the handset, T-Mobile will apply a credit of $for the replacement Apple iPhone 6S Plus 128GB Gold handsetIn regards to Mr***’s original handset warranty exchange, once the device is no longer on backorder, it will be shipped to Mr***’s local T-Mobile retail locationAfter days, the device will automatically be returned back to T-MobileIt is recommended that Mr [redacted] disregard any system generated text messages advising him to pick up his replacement handsetAs of November 16, 2016, Mr***’s account reflects a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response First of all, I want to make it clear that I never intentionally stated that I did not make the Revdex.com complaint when T-mobile called me When Maggie(?) from T-Mobile called me on Jun 3, 2016, the line was not very clear (and she had a strong accent, may I say), for the moment I thought it was a spam advertising call so I responded by saying I did not "ordered the service"I am sorry if that was mis-interpreted In fact, just a few minutes after the initial call, I realized that the call might be about my complaint, so I called back immediatelyAnother lady answered my call and told me that T-Mobile had already concluded that my complaint had no merit as "there was never a service interrupt" in my area and the problem was with my phoneI told her that I would not accept the conclusion as all evidence pointed to the fact that the service was not because T-mobile was upgrading their towers in Madison area The lady insisted I was not correct In Maggie's' response to Revdex.com she asked that I contact her directly, so I call the phone number (and the extension) she provided twiceOne on yesterday's afternoon and one this morningIn both cases, I was greeted by voice message saying Maggie was out of office I left one message asking her to call me but I have yet to receive a call from her I would be happy to discuss with Maggie or another representative from T-mobile Here I list again the facts: 1: During the period between May till May 31st, two of my T-mobile lines using Android phones did not work correctly, I can receive phone calls only if I turn off the high speed LTE data 2: I checked with two local T-Mobile storesThe store managers told me it was a known problem as they had receive MANY complaint of the same natureThe resin was that T-Mobile was upgrading the tower(s) in Madison areaThey said the only solution was to wait until the upgrading to complete 3: On May 31, without any change on my phone settings, both lines went back to normal (Additional information)I went back to T-Mobile store on June 5th, ask asked about the problemThe store person confirmed that there problem was fixed and he "received no problem reports in the past week" as compared to "many complaints" earlier I would urge T-Mobile to make some decent investigation on the matter and give me a satisfactary response thanks Sincerely, [redacted] ***

From: [redacted] [mailto: [redacted] ] Sent: Tuesday, May 31, 10:AMTo: Info Subject: Fwd: You have a new message from the Revdex.com Hi, The following complaint # [redacted] has been resolved and they have honor their agreement after many many wasted hours with customer serviceI would like to update correspondence between me and T-Mobile following after the complaint submission for Revdex.com records and referencePlease let me know if this is possible and how to go about it Thank you, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you again for your accommodations.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They charged my credit card three timesMy bill should have dropped by a month when I switch plansNo allowance for thatThat is why they lost me as a customer (I can't even remember went I started with them)I had also paid off my equipment and they are still charging me as if I still owed them money for the equipment (they used the money I paid to pay off my equipment on my next months bill)I was on paperless billing so when I changed companies I could not resign in to see what they were charging for my final billingsI had no problems with their service, just will all of their lyingSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Wow! I am blown away by the response from T-mobile! I agreed to the FREE Samsung tablet only after talking for a long time with the representative and then her supervisor I repeated several times, "are you sure this is free?" I don't believe anything is free!!" They both promised me that t-mobile was offering this very rare special to their good customers I have no idea what the other items that I supposedly agreed to in the response aboveSince t-mobile records their conversations for training purposes, I would like copies of them so that I can prove that I am being truthfulShortly after I received the Samsung, I learned about the additional monthly charges I immediately contacted t-mobile for an explanation That is when this whole nightmare beganI returned the Samsung and sim card right away and every month since then I have to dispute the additional charges.All I am asking is that t-mobile quit charging me for the equipment and sim card that I returned Sincerely, [redacted]

September 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 3, 2016, 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 account Please be advised that T-Mobile has made several attempts to reach Ms***As our efforts were unsuccessful, we will provide our response below: T-Mobile regrets any inconvenience to Ms [redacted] regarding the trade in of her Samsung Galaxy SdevicePlease be advised that T-Mobile records confirm that on April 21, 2016, Mrand Ms [redacted] purchased a Samsung Galaxy SGB device for $on T-Mobile’s Equipment Installment Plan offeringT-Mobile records confirm that Mr***’s line of service ending in [redacted] was subscribed to our JUMP! programCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentThis program requires that half of the cost of the handset is paid prior to the device being eligible to JUMP! to a new phoneOn June 22, 2016, Mr [redacted] purchased an Apple iPhone 6S 64GB for $However, T-Mobile records confirm that half of the cost of the Samsung Galaxy was not paid, and systematically ineligible for a JUMP! upgradeThe Apple iPhone 6S 64GB was therefore processed as a separate order, which Ms [redacted] agreed to at the time of purchaseFurther, T-Mobile was unable to locate a record of the returned Samsung Galaxy SMs [redacted] referenced in her correspondence with your officeHowever in an effort to amicably resolve this matter, on September 7, 2016, T-Mobile issued a credit of $to Mr***’s accountThis credit is comprised of the remaining device balance of $along with the two previous installment payments of $from July and August of As of the date of this letter, Mr***’s account holds a revised balance of $1,which is due no later than September 7, It is T-Mobile’s position that this balance is validT-Mobile accepts a number of payment methodsPayments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statementT-Mobile regrets any inconvenience to Mrand Ms***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, INCJames G [redacted] Executive Response

October 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 October 22, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] may have experienced regarding the Samsung Galaxy Shandset and her billing concernsT-Mobile records confirm that on September 28, 2014, Ms [redacted] was assessed an out-of-warranty (“OOW”) fee due to physical damage in the amount of $191.19, which Ms [redacted] did pay in fullUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageWith regard to Ms [redacted] handset, upon receipt we examined it and it was found to have sustained damage to the LCD screen which is not covered under the warrantyIncluded below is the link to view the aforementioned damaged handset: [redacted] In an effort to amicably resolve Ms [redacted] concerns, T-Mobile has issued a credit in the amount of $433.47, equivalent to the OOW fee referenced aboveAdditionally, T-Mobile has processed an upgrade for a LG Gunder our Equipment Installment Plan (“EIP”) and has removed the remaining balance for Ms [redacted] EIP for the Samsung Galaxy Shandset in the amount of $Please note that Ms [redacted] account remains active with a credit balance of $26.50, which shall apply to her next billing statementBased 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, INCRuben A [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is 85% satisfactory to meT-Mobile did indeed resolve the issue that was at the heart of the complaint; however, there was no extra action or effort on behalf of the customer service team to make up for them taking months to finally resolve the issue, and all of the unnecessary stress they caused a new customer, in myselfUltimately, I'm happy they finally resolved the issue at hand, but to be honest, I am disappointed that they only did the bare minimum (fixing the problem, and nothing more) after giving me the run around for monthsI was expecting that they would have been remorseful upon hearing of my experience and would have done a little more to make sure I was happy Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:(The following is the transcript of an email I sent to [redacted] on May 6, in response to the complaint response I receivedI have yet to receive a response to my follow up, nor has the original issue been resolved.)Thank you for the replyWhile I have completed the steps above, I'm still reporting the device as lockedAgain I'm referencing your public website which all third parties use to verify the device unlock statusFeel free to check yourself:1) I'm using the following website:https://www.t-mobile.com/verifyIMEI.aspx2) I enter the following IMEI number of my device:[IMEI REDACTED]3) I receive the following error message stating the device still has an outstanding balance:"This device has an outstanding balance that must be paid or it may not be able to be used on T-Mobile networkFor more information or assistance, please call Customer Care at 1-844-226-8396" Sincerely, [redacted]

Revdex.com:I have reviewed the response in reference to complaint ID [redacted] My credit card account does reflect the reimbursement for taxes paid on both handsets and I'm glad to see that the second handset, which was sent to the Fort Worth warehouse with the first handset, on the same day in October, within the same return time-table as the other, was also foundAs I owe nothing and my account with T-Mobile is at zero, I consider this case closedThank you.Sincerely, [redacted] ***

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 3, 2017, regarding the above-referenced account T-Mobile regrets Mr [redacted] ’s experience at his local retail store while attempting to upgrade his son’s phonePlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersT-Mobile strives to provide world-class service to all of our customers on each and every contactWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent visit to our retail location T-Mobile records indicate on December 15, 2016, Mr [redacted] initiated an Equipment Installment Plan for a new Apple iPhone gigabyte (“GB”) handsetWe do regret if Mr [redacted] had the attention of purchasing the plus size model of the new Apple iPhone In an effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $toward Mr [redacted] ’s open Equipment Installment Plan for the Apple iPhone GB handsetMr [redacted] ’s remaining Equipment Installment Plan for his Apple iPhone GB is now $ Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

May 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 14, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulTherefore, we will make every effort to address Mr***’s concerns within this response T-Mobile regrets any inconvenience Mr [redacted] may have experienced with the purchase option price of his JUMP! On Demand (“JOD”) agreementJOD 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 anytimeJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsAfter which, a customer may choose to return the device or purchase their leased device for the purchase option price On August 23, 2015, T-Mobile records indicate Mr [redacted] initiated a lease for a Samsung Galaxy Note GB handset on our JOD lease offer at a total price of $plus applicable taxes and feesMr [redacted] remitted a capital cost reduction payment in the amount of $and agreed to 18-monthly lease payments of $Upon completion of the JOD lease agreement, Mr [redacted] would have the option to purchase the handset for the purchase option priceIt is important to note that Mr [redacted] contacted Customer Care on November 17, 2015, in regard to processing a JOD upgrade from his current Samsung Galaxy Note GB handset to a Samsung Galaxy Note GB handset and was advised at that time of the cost and the JOD lease agreementPlease be advised T-Mobile applied a courtesy account credit on November 18, 2015, in the amount of $to close this Samsung Galaxy Note GB JOD lease agreement On November 18, 2015, T-Mobile records indicate Mr [redacted] initiated a lease for a Samsung Note GB handset on our JOD lease offer at a total price of $plus applicable taxes and feesMr [redacted] remitted a capital cost reduction payment in the amount of $and agreed to 18-monthly lease payments of $Upon completion of the JOD lease agreement, Mr [redacted] would have the option to purchase the device for the purchase option price of $plus applicable tax and fees Please be advised that on December 20, 2015, T-Mobile records indicate Mr [redacted] filed an insurance claim with Assurant, the third-party insurance vendor, which is included in his JUMP! featurePlease be advised that in addition to providing Mr [redacted] with an extended warranty, T-Mobile’s JUMP! feature also provides handset insuranceIt is very important to note that claims are fulfilled by the aforementioned party and carries a deductible to replace the handset, which in Mr [redacted] mentions in his correspondence to your officeOn January 20, 2016, Mr [redacted] contacted Customer Care to advise that he had not received his replacement device from AssurantT-Mobile records indicate we replaced the missing handset free of cost, which means although the claim had to be filed through Assurant, we replaced the handset as a one-time courtesy to Mr***; however, Mr [redacted] remained responsible for the lease agreement as agreed for the above mentioned Samsung Galaxy Note GB Accordingly, upon Mr***’s completion of his JOD lease agreement, he will be billed for the purchase option price in the amount of $plus applicable taxes that he agreed to upon initiating the aforementioned JOD for the Samsung Galaxy Note GB Nevertheless, as stated above, T-Mobile’s JOD lease agreement affords Mr [redacted] the option to purchase the handset for the purchase option or return the device to T-Mobile without any penalties or feesIt is important to note the handset must be in good working condition, must turn on, must not have any liquid or physical damage, and must be turned in no later than June 11, Please note that the leased handset must be returned to a retail location Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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***’s contact with our Customer CareT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

December 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 28, 2016, regarding the above-referenced file numberT-Mobile spoke with Ms [redacted] on November 29, and is pleased to report that we have resolved this matter to her satisfactionT-Mobile regrets any concerns that [redacted] has experienced with misapplied paymentsIn an effort to resolve this matter amicably, T-Mobile has issued a refund of $63.00, via a prepaid refund cardMs [redacted] should allow seven to ten business days from the issue date for deliveryT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I don’t remember my Tmobile numberBut being that you all have my social security number you shouldn’t have a problem finding me especially if I owe you money like y’all claimI did return Rochelle from tomibile executive office and left two messages on her extension and have to date not heard backyou all should have all ins information on file and should be capable of providing me what this so called balance is for again you have my full name address and social security number if you can’t provide me with an explanation because you all can’t locate my account then I would appreciate you removing this balance off my account it is not my place to keep proper records and accounting that is T-Mobile’s I have called tomiile several times and spoke to a customer service rep trying several numbers that I thought may be it I gave all my information and was told I could not be located (probably because I have no balance) Hisnos fraudulent and I ask hat you remove it immediately thank you [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I will be contacting the companyIt was never explained that I would continue to be charged the $for the tablet if I closed out my accountI still am requesting the $credit (which includes the deposit.Sincerely, [redacted]

Complaint: [redacted] Date Sent: 4/9/8:04:PMComplaint: [redacted] I am rejecting this response because: I was last contacted by Christopher L [redacted] fro T-Mobile on 3/16In response to that EMAIL I sent the following:Changing to a postpaid account is fineI keep my credit locked for security purposes but if required can unlock if you let me know what credit bureau you use Will this change any other terms of the account? Price, minutes, rollover etc ? Is there also a way that I can have access to the account via web site? Again the issue is that all ways to confirm seem to be through the telephone number (text) to the SIM.Sincerely, [redacted] ***This was sent 3/17/@ 7:AMI HAVE HAD NO RESPONSE FROM T-MOBILE SINCE

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] encountered regarding the billing on her accountOur records confirm that as of January 25, 2015, Mr [redacted] is subscribed to the Select Choice North America Family Unlimited Talk, Text, and 50MB’s of Data, promotional rate plan which, for $per month, provides the first two lines with unlimited talk, text and MBs of data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per month T-Mobile records confirm that Ms***’s billing statement dated April 25, 2017, carried a total balance due of $of which $was past duePlease be advised that Ms [redacted] was assessed charges for monthly access charges, Equipment Installment Plans, extended payment arrangement, and applicable taxesMs***’s balance was due in full by May 1, A review of the account confirms that Ms***’s past due balance that was due on April 17, 2017, was not received on timeT-Mobile provided Ms [redacted] with a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Ms [redacted] made a payment arrangement on April 3, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service Furthermore, T-Mobile records confirm that Ms***’s billing statement dated November 25, 2016, carried a charge of $for international roamingPlease be advised that on December 14, 2016, Customer Care provided a $credit for the international roaming charges In an effort to amicably resolve this matter and as a gesture of good faith T-Mobile placed a credit in the amount of $to Ms***’s account for restoral fees leaving a balance due of $by May 17, T-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 Abigail ***-R [redacted] Executive Response

April 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] ***, [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 29, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Mr [redacted] ’ concerns related to the billing on his T-Mobile accountOur records reflect that Mr [redacted] activated his service on September 16, 2016, subscribed to the T-Mobile ONE @Work rate plan for business accounts, and attempted to take advantage of the following promotions: • iPhone Trapromotion; and • Friends and Family lines On Us As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not On September 9, through September 25, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsCustomers who tradthe iPhone or 5S model would receive the phone at a final cost of $ T-Mobile records indicate Mr [redacted] initiated an order on September 18, for four iPhone handsets with the traof two iPhone 6, one iPhone 5, and one iPhone 5S handsetsPlease be advised however per an inadvertent error, Mr [redacted] ’ original order was cancelled and his handsets re-ordered on September 26, 2016; as such, Mr [redacted] did not receive the above-described monthly EIP bill credits Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr [redacted] To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain his T-Mobile ONE @Work rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountUpon review of Mr [redacted] ’ account however, at the time of activation the chosen rate plan was eligible for a 4th line free; as such, he was only eligible to add one more line for a total of two free linesIt is T-Mobile’s position Mr [redacted] is being credited correctly In an effort to amicably resolve Mr [redacted] ’ concerns however, T-Mobile waived the remaining EIP balances of his four iPhone handsets, which will reduce his monthly billed chargesMr [redacted] accepted this offer as resolutionT-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 Kimo C [redacted] Executive Response

July 25, 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 16, 2017, 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 accountWe are pleased to report that we have resolved the matter to Ms [redacted] ’s satisfaction T-Mobile regrets to hear of Ms [redacted] ’s concerns regarding her handsetT-Mobile has reviewed the above-referenced account and determined that Ms [redacted] ’s mobile number ending in [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) featurePlease note that the PHP feature, which is provided by Assurant, Inc., provides a replacement handset in the event of loss, theft or damage with a deductibleFor Ms [redacted] ’s device, the deductible would be $T-Mobile records do not reflect that an insurance claim was filed but that Ms [redacted] upgraded to a new device at a cost of $when her handset sustained damage However, in an effort to amicably resolve the matter, on July 24, 2017, T-Mobile issued a credit to Ms [redacted] ’s account for $which represents the difference between the price she paid for her new handset and the deductible she would have paid if an insurance claim was filedThe account remains open with a credit balance of $ Finally, 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 [redacted] ’s recent contacts 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response