T-Mobile USA

September 11, 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 28, 2017, regarding the above-referenced account Please be advised that T-Mobile has successfully resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concern Mr [redacted] has experienced regarding the status of his mobile internet line of service T-Mobile records confirm that on January 14, 2014, Mr [redacted] activated a mobile internet line of service with the number ending in [redacted] on his account which was subscribed to a $21GB data plan T-Mobile records confirm that on October 15, 2014, Mr [redacted] contacted Customer Care to inquiry about a lower rate plan and was offered T-Mobile’s On Demand option which provides service as for having the mobile lines of service on the same account is appliedneeded with a $monthly recurring cost Please note that the On Demand is free monthly after the $mobile internet discount Please be advised that on August 15, 2015, Mr [redacted] contacted Customer Care to inquire about his mobile internet line of service and was offered a $Match Your Data mobile internet service which matches the same amount of data on customers smartphones from their subscribed data plan up to 5GB which his mobile internet line of service ending in [redacted] has been subscribed to since It is important to note that T-Mobile does not reflect a record of Mr [redacted] contacting Customer Care and requesting that the mobile internet line of service ending in [redacted] be canceled and as such, has remained active However in an effort to amicably resolve this matter, on August 31, 2017, T-Mobile has applied a onetime courtesy credit to Mr [redacted] ’s account in the amount of $for the monthly recurring charge of the line [redacted] for the last months leaving the account reflecting a credit balance of $ Please note that the mobile internet line is set to be canceled for the end of Mr [redacted] ’s billing cycle on September 14, 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 Oscar T [redacted] Executive Response

November 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: Mr [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 account T-Mobile regrets any inconvenience to Mr [redacted] regarding his attempt to cancel and return equipment to T-MobileUpon review of this matter, T-Mobile records indicate that Mr [redacted] participated in T-Mobile’s JUMP! On Demand program on September 25, with the purchase of an Apple iPhone 32GB handset and Sim Starter Kit JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime Please be advised that Mr [redacted] remitted a payment in the amount of $for the SIM Starter Kit plus applicable taxes and agreed to a series of payments in the amount of $plus applicable taxes T-Mobile records confirm Mr***’ request for the cancelation of the order on October 3, 2016, however, the order was unable to be canceled due to the processing timeframe and Mr [redacted] was advised to return the package once it was received Upon further research, records indicate the returned package was delivered to T-Mobile on October 13, Regretfully, T-Mobile has no record of the Apple iPhone 32GB handset being scanned into our warehouse for return As a courtesy, and in an effort to amicably resolve this matter, T-Mobile has removed the Apple iPhone 32GB handset from Mr***’ accountAdditionally, on November 11, 2016, T-Mobile applied credits to Mr***’ account totaling $for the SIM Starter Kit and one month of the Apple iPhone 32GB handset charge plus applicable taxes bringing Mr***’ balance to $for monthly service charges from October 29, through November 28, and equipment installment plan charges plus applicable taxesMr [redacted] has accepted this as resolution to his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher R [redacted] Executive Response

I am satisfied with the result from Cindy M [redacted] Executive Response Office of the President/CEO Cindy Called me and will waved the charge and credit back to my account in additional they also will give me extra credit $ for cause the inconvenience I am Sincerely thanks Revdex.com for the assistance [redacted] ***

July 21, 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 July 9, 2017, regarding the above-referenced account T-Mobile regrets any billing concerns Ms [redacted] has experiencedT-Mobile records indicate that on August 14, 2016, Ms [redacted] entered into our JUMP! On Demand (“JOD”) lease program by selecting a Samsung Galaxy Note handsetJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement T-Mobile records indicate that on May 30, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy ShandsetIt is important to note that T-Mobile has no record of Ms [redacted] trading in her Samsung Galaxy Note handset at that time A billing statement issued April 15, 2017, reflected a balance of $due by May 7, 2017, and consisted of a past due balance of $180.93, monthly access charges from April 15, through May 14, 2017, monthly EIP charges, monthly JOD charges, late fee, third-party purchases and applicable taxPlease note that on April 21, 2017, T-Mobile received a payment in the amount of $which covered the past due balanceIt is important to note that this was the last payment T-Mobile received on Ms***’ account On May 3, 2017, T-Mobile cancelled Ms***’ JOD lease associated with the Samsung Galaxy Note handset and issued credits totaling $for the remaining lease payments, lease payments already billed to the account and the purchase option price for the Samsung Galaxy Note handsetPlease note that the remaining lease payments and the purchase option price totaling $for the Samsung Galaxy Note handset were accelerated and applied to the following billing statementFurthermore, it should be noted T-Mobile records on May 11, confirm successful receipt of the Samsung Galaxy Note handset to our warehouse after the above acceleration occurred The following billing statement issued May 15, 2017, reflected a balance of $due by June 7, 2017, and consisted of monthly access charges from May 15, through June 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable taxPlease note that on May 27, 2017, a credit in the amount of $was applied to the account for a third-party purchase A billing statement issued June 15, 2017, reflected a balance of $1,due by July 7, 2017, and consisted of a past due balance of $619.62, monthly access charges from June 15, through July 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable tax T-Mobile records confirm that on June 20, 2017, T-Mobile issued a courtesy credit in the amount of $to Ms***’ account due to the above-referenced credit for the Samsung Galaxy Note handset’s remaining lease payments and purchase option price being applied to the billing statement issued April 15, On July 9, 2017, as an additional courtesy to Ms***, T-Mobile issued a credit in the amount of $1,for monthly access charges from May 15, through July 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable taxes As of July 19, 2017, Ms***’ account reflects a balance of $due by August 7, 2017, and consists of monthly access charges from July 15, through August 14, 2017, monthly EIP charges, monthly JOD charges, late fee, third-party purchases and applicable taxesIt is T-Mobile’s position that Ms [redacted] has been refunded in full for the Samsung Galaxy Note handset and no further credits are dueMs [redacted] may remit payment by contacting our Customer Care at 1-800-937-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 William B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Mr [redacted] did try to reach me concerning my complaint twice in the same day but I was unable to anwser my phone because I was at work I have since spoken with him but nothing has been resolved and therefore I do not believe that my claim should be thrown out The last company representative that I spoke with said that I would recieve a deposit in my account last week and I never recieved it I have yet to recieve anything from TMobile at this point I have sent paperwork to Mr [redacted] via email and will include a copy of that in this email I also am attaching my initial reciept which I recieved on my first interaction with T-Mobile which clearly shows that my phones trade in value was $dollars After Mr [redacted] reviews this paperwork I would like to recieve my refund in a timely mannerI will be satisfied when this issue is resolved and I am in refunded the money that is owed to me.Sincerely, [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 me I will be contacting t-mobile using the information provided to resolve the matterI will follow up if possible after contact has been made with a planned timetable for resolution and when all the issues are finalized I was unaware of contacts made outside the Revdex.com as this was unintentional to miss those attempts I thank them for the planned resolutions and look forward to resolving these issues and a continued business relationship Sincerely, [redacted]

June 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 June 10, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any confusion that Mr [redacted] may have experienced in regards to the manner of his refundIn Mr [redacted] ’ letter to your office he indicates that he has yet to receive the pre-paid debit card that was sent to his address of recordIt is important to note that Mr [redacted] ’ refund was approved on June 4, 2016, and that it may take up to 7-business days to be received; which would have been June 17, Please be advised that T-Mobile issues all refunds through our vendor Citibank in the form of a pre-paid debit card rather than a paper checkHowever, should Mr [redacted] prefer a paper check he may contact Citibank at 1-800-522-to request it be sent to his address of recordIt is important to note that this may further delay Mr [redacted] ’ refundT-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

Complaint: [redacted] I am rejecting this response because:I made several attempts to reach out to Abigail, calling back repeatedly over several days, and leaving several messagesAbigail pretend never to get these calls or messages (as you can see by the response)Fed up with this seemingly intentional avoidance to my response by Abigail, I tried dialing several other extensions at the "executive office" in which Abigail works on Sept 22nd, leaving messages with her and at least of her coworkers, in an attempt to get SOMEONE to talk to me about the Revdex.com complaintTo this moment NO ONE has made a single attempt to call backIt appears to me that T-Mobile is simply avoiding me, and the issue, while asking you to close this complaint under a pretense that I am "unreachable"This seems disgusting and underhanded Sincerely, [redacted]

they did do everything they saidRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: [redacted] I was only credited for my initial deposit when the attached paper work shows proof I paid $sorry for the delay but I was not aware of the final balance until the credits postedI am still owed a credit to my T-Mobile accountAlso I mailed back the device we are talking about today per tracking usps [redacted] **Here is proofOnce my account is credited the remainder for the device and the $for my [redacted] bill that [redacted] agreed to take care of then this matter will be closedSincerely, [redacted]

October 25, FILED ELECTRONICALLY Bureau Service Revdex.com of alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile *ccount No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence d*ted October 18, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] may have experienced with respect to her Carrier Freedom reimbursementIn order to qualify for the Carrier Freedom reimbursement, Ms [redacted] needed to submit her final bill from her previous cell phone carrier on our Carrier Freedom reimbursement website, www.Switch2T-Mobile.comThe final bill was to include the Early Termination Fee (“ETF”) charges from Ms***’s previous carrierOur records cannot confirm that Ms [redacted] submitted this documentationIn an effort to amicably resolve this matter, if Ms [redacted] can provide T-Mobile her final [redacted] bill with proof of the ETF charge, we will gladly process the verified charge as a bill credit on her T-Mobile billPlease be advised that she can email me at [redacted] or fax me at 505-998-with the above requested documentationThis offer will expire on November 15, 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, INCCesar [redacted] Executive Response

December 30, 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 26, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced in attempting to take advantage of our Carrier Freedom promotionT-Mobile records confirm that on October 1, 2015, Ms [redacted] activated the above-referenced account and purchased one Samsung Galaxy Note TImpact Shield accessory, one Samsung T357T Tablet, and one Samsung Galaxy Note TEvo Tactical accessory through our Equipment Installment Plan (EIP) program at a retail locationAt the time of Ms [redacted] ’s purchase a down payment was not required; yet, she remitted payment of $for the taxes on the full cost of the purchase and she agreed to monthly installments of $T-Mobile records also confirm that on October 1, 2015, Ms [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining a Samsung Galaxy Note 32GB of memory handset, under the mobile number ending in [redacted] at a retail locationJOD is a lease program that breaks a phone’s cost down into equal monthly payments, upon approved creditCustomers only pay taxes on the capital cost reduction payment at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly recurring chargesAt that time, Ms [redacted] agreed to monthly installments of $Additionally, on October 8, 2015, two separate JOD leases were initiated at a retail locationOne for three iPhone 6s Rose Gold 16GB of memory handsets with monthly installments of $and a separate lease for one iPhone 6s Rose Gold 16GB of memory handset with monthly installments of $Our records further confirm that on October 13, 2015, Ms [redacted] again took advantage of our EIP program via Customer Care with the purchase of one Apple iPad mini 16GB of memory which has monthly installments of $Please be advised that per the terms of T-Mobile’s Carrier Freedom initiative, payments provided by T-Mobile are received in two separate payouts by the customerThe first payout is the travalue for the handsetIf the customer activates in a qualifying T-Mobile retail location and chooses to surrender their handset same day, the handset is inspected and if it is found to be in acceptable condition, the payout is provided to the customer at point of sale to use towards their new handset purchaseThe second payout is calculated by subtracting the tracredit already provided to the customer from the total remaining EIP balance owed on the handset and the customer 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 activationAccording to our records on October 1, 2015, Ms [redacted] tradone [redacted] branded iPhone 16GB of memory Silver handset for a travalue of $315.00, two [redacted] branded iPhone 5s 16GB Gray handsets for travalues of $and $151.00, and one [redacted] branded iPad mini 16Gb of memory for a travalue of $Following, on October 9, 2015, Ms [redacted] also tradone [redacted] branded iPad mini 16GB of memory for a travalue of $Each tracredit mentioned above was posted as a bill credit to the accountWe reviewed Ms [redacted] ’s Carrier Freedom reimbursement submissions dated November 23, and confirm that the submission was approved on December 7, 2015, and mailed to Ms [redacted] on December 11, 2015, in the amount of $Per the above, Ms [redacted] was compensated a total of $1,according to T-Mobile’s Carrier Freedom promotionPlease be advised that as of December 22, 2015, Ms [redacted] is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and 6GB of data for four lines rate plan for $per month with mobile numbers ending in [redacted] The mobile number ending in [redacted] is the added-on-line to the account and as such is billed $monthly and receives unlimited talk, text and 6GB of data per monthIn addition, Ms [redacted] is subscribed to T-Mobile’s North America 5GB MatchPhoneData Up to 5GB Mobile Internet rate plan for $per month under mobile numbers ending in [redacted] and ***The estimated cost per month for all of the services described is $before EIP payments, JOD lease payments, and applicable taxes and feesIn an effort to amicably resolve this matter, on December 22, 2015, T-Mobile agreed to issue a onetime courtesy credit of $as final credit for the Carrier Freedom reimbursement and as resolution to this matterT-Mobile records indicate a refund of $was approved by T-Mobile on December 22, 2015, and forwarded to Citibank, our third-party vendor, to be disbursed as a prepaid refund cardPlease allow seven to ten business days for delivery of the prepaid refund cardCustomers who have not received their cards within ten business days may contact Citibank Card Services at 1-877-855-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, INCAida A [redacted] Executive Response

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] & [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.T-Mobile regrets that Ms [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however, her correspondence provides no new information that would warrant reconsideration of our stance regarding this matter T-Mobile’s position remains unchanged As our original response to your office dated January 23, 2018, states, Ms***’s concerns are in reference to [redacted] ***’s account number [redacted] , on which Ms [redacted] is an authorized user On December 26, 2017, T-Mobile records confirm Ms [redacted] authorized an automatic payment of $with T-Mobile’s Financial Care to be withdrawn on December 29, 2017, using the card ending in As Ms [redacted] was not the account holder, for the account ending in 9525, the reminder regarding the payment withdrawal was sent to the number ending in on December 27, As such the payment was withdrawn on December 29, Pursuant to Ms***’s request the payment was refunded on December 30, Please note that the account ending in was not enrolled in AutoPay when the disputed payment was withdrawn Please note Ms***’s account ending in was activated on January 14, 2018, when a Change of Responsibility was process In review of the account, T-Mobile has confirmed the account is not enrolled in AutoPay Please note, on February 14, 2018, T-Mobile received a correspondence via email from Ms [redacted] stating she did not request help from T-Mobile, in fact wanted the Revdex.com (“Revdex.com”) to assist her to have T-Mobile fined T-Mobile has advised Ms [redacted] the Revdex.com is an avenue for businesses to address any concerns through written correspondence in an attempt to reach an amicably resolution with the consumer T-Mobile regrets any inconvenience this may have caused Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attentionIf you have any questions, please do not hesitate to contact me at 1-877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Rochelle M [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 meThank you for all your help, T-mobile rep was a great in reponding to the complaint.Sincerely, [redacted] ***

September 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 September 14, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however her newest correspondence provides no new information that would warrant reconsideration of our position regarding this matter As stated in our previous letters to your office, Ms [redacted] participated in our Handset Exchange Program on six different occasions as follows: January 21, 2017, with an Apple iPhone 6S handset for mobile number ending ;January 21, 2017, with a Samsung Galaxy Note handset for mobile number ending 1882;March 13, 2017, with a second Apple iPhone Shandset for mobile number ending 1579;April 16, 2017, with a second Samsung Galaxy Note handset for mobile number ending 1882;July 1, 2017, with an Apple iPhone 6S handset warranty exchange for mobile number ending 8743;July 26, 2017, with a second Apple iPhone 6S handset for mobile number ending Under 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 damage If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, plus tax, will be charged to the account Likewise, in each replacement box, a set of instructions was provided to inform Ms [redacted] how to return her non-working handsets so as to avoid being charged a non-return fee A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms [redacted] at the time of the exchange With regard to Ms***’s handsets, upon receipt we examined them and it was found that three of the above-mentioned orders had sustained liquid or physical damage, which was not covered under the warranty Accordingly, Ms [redacted] was assessed out-of-warranty fees for the following orders; The March 13, 2017, order for an Apple iPhone 6S handset on the mobile number ending in the amount of $as indicated on the billing statement dated April 3, 2017;The April 16, 2017, order for Samsung Galaxy Note handset for mobile number ending in the amount of $as indicated on the billing statement dated April 3, 2017;The July 26, 2017, order for an Apple iPhone 6S handset for mobile number ending in the amount of $as indicated on the billing statement dated August 3, Regretfully, our records indicate that we did not receive the non-working equipment for the following orders, and Ms [redacted] was charged the associated non-return fees and applicable taxes; January 21, 2017, with an Apple iPhone 6S handset for mobile number ending in the amount of $on the March 3, 2017, billing statement;July 1, 2017, with an Apple iPhone 6S handset for mobile number ending in the amount of $on the August 3, 2017, billing statement; It is important to note that the possibility of a non-return fee was disclosed to Ms [redacted] at the time the exchange was processed Please note that T-Mobile did receive the non-working Samsung Note handset ordered on January 21, 2017, and a fee was not assessed to Ms***’s account On September 9, 2017, upon receipt and further review of the return shipping tracking information used to return the Apple iPhone 6S handset for the order placed on July 1, 2017, T-Mobile was able to determine the handset was received in like-new condition Please note that the prepaid return label provided to Ms [redacted] at the time of her warranty exchange was not used to return the non-working Apple iPhone 6S handset to T-Mobile As such, a credit in the amount of $was issued to Ms***’s account for the non-return fee While it remains T-Mobile’s position that the remaining out-of-warranty and non-return fees assessed are valid, as a courtesy, on May 24, 2017, T-Mobile issued a credit in the amount of $for the remaining non-return fee assessed for the order placed on January 21, Based on the above information it is T-Mobile’s position that the out-of-warranty fees were validly assessed and we respectfully decline to waive these fees As of the date of this letter, Ms***’s account reflects a balance of $1,which consists of monthly recurring charges for service from March 3, 2017, to September 2, 2017, and the three out-of-warranty fees T-Mobile provides a number of options for Ms [redacted] to pay outstanding charges Ms [redacted] can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip 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

To the Revdex.com:I reviewed the response made by the business in reference to complaint ID [redacted] , but was wanting an actual opportunity to speak by phone with T-Mobile's Executive Response departmentAs of this writing (6:12pm CDT, Tuesday, January 3, 2017, I have now done soI was telephoned by MsB [redacted] and it was explained to me that the initial response to my complaint was a sort of boilerplate response intended to explain the options on my account Our actual conversation was more productive and I was able to convey, more clearly, my concerns and disappointmentMsB [redacted] understood my sentiments and appeared to be sufficiently sincereThe actions she stated that had been applied to my account were as follows: Removal of all ongoing monthly payments on the promotional Alcatel tabletsThese were costing me $monthly, and such charges will be discontinued going forwardIf I understood her correctly, it may take one billing cycle for this adjustment to occur fully, and she said it would take about a week - roughly until Friday, February 7, - for the $charges per tablet to be completely removed Complete removal of the EIP (Equipment Installment Plan) allowance on the two tabletsWhereas I would have been responsible for over $to cover the cost of the tablets (had I cancelled T-Mobile service) I no longer have any financial responsibility to pay on either tablet whatsoever - I owe $for the tabletsMsB [redacted] indicated that this part of the resolution is complete as of right now I further expressed my concerns over several blind spots T-Mobile appears to have with their showroom sales reps making unsubstantiated claims about savings, and that dissatisfaction in situations such as this one can undo million-dollar national advertising campaigns, as consumers have social media in addition to word-of-mouth to compare notesShe seemed to appreciate this feedback With the actions stated to be taken by MsB [redacted] on behalf of T-Mobile, and with the pending proviso of the successful removal of the $charges for the Alcatel promotional tablets, I hereby accept T-Mobile's formal response to my complaint Sincerely, [redacted] **

September 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 1, 2017, regarding the above-referenced accountWe are pleased to report that Mr***’s concerns have been addressed and resolved to his satisfaction T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding our QSamsung Tablet Bundle promotional offerWe appreciate the opportunity to respond to this matter 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 retail location Please be advised that from August 9, 2017, through August 31, 2017, T-Mobile offered the QSamsung Tablet Bundle promotional offerPlease be advised that this promotional offer provided customers like Mr [redacted] a Samsung Tab E tablet free of charge after monthly Equipment Installment Plan (“EIP”) creditsIn order to qualify for this promotion, customers were required to have purchased a new Samsung Galaxy Sor S8+ handset on EIP, and activate a Mobile Internet (“MI”) line of service with a minimum of a 2GB monthly data plan Upon review of Mr***’s account, our records reflect that on August 28, 2017, Mr [redacted] purchased a Samsung Galaxy Shandset via our EIP offeringFurthermore, our records reflect that Mr [redacted] activated a MI line of service on our 2GB rate plan and purchased a Samsung Tab E tablet via our EIPPlease note that Mr***’s EIP for his tablet will bill $per month for the following months With further review of Mr***’s account, T-Mobile has confirmed that his EIP purchase and selected rate plan have qualified him to participate in our QSamsung Tablet Bundle promotional offerAs such, Mr***’s monthly bill will include a $EIP charge for his tablet, and will also receive a $EIP promotional credit thereby making the tablet free of charge In Mr***’s letter to your office he stated that he was charged for taxes and a SIM starter kit for his tabletPlease be advised that pursuant to the terms of our EIP, should a customer participate in our EIP they are required to remit payment for the taxes on the full retail cost of the deviceAdditionally, a SIM starter fee was assessed at the time of activation so that Mr***’s tablet is able to connect to our network and utilize the 2GB data plan Please be advised that on September 3, 2017, T-Mobile contacted Mr [redacted] regarding his concerns and advised him that his above EIP purchase was enrolled in our QSamsung Tablet Bundle promotional offering and so long as he maintains at least a 2GB data plan for his MI line of service, he will receive a monthly credit to absolve the tablet’s EIP impactPlease note that Mr [redacted] accepted this as a resolution to his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted]

August 10, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX-***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 29, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience in regards to transferring his number to another provider and we sincerely regret losing a long time customer Please note that T-Mobile has confirmed Mr***’s PIN number for the account is accurate We have confirmed that Mr***’s account is active and eligible should he wish to transfer his number to another provider However, as of today, August 10, 2017, T-Mobile has not received a request to transfer Mr***’s number to another carrier As such, Mr***’s account remains active with his above number Unfortunately, T-Mobile is unable to initiate a number transfer to another carrier as this must be done from the new carrier Therefore, we encourage Mr [redacted] to contact his new carrier to request assistance with creating a number transfer request 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***Executive Response

September 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding our T-Mobile Tuesday’s (“TMT”) offeringIt should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations Upon further review of Mr [redacted] correspondence to your office, we understand that he is concerned with our prior and current offerings such as the recently offered TMT prize for a complimentary vehicle oil change provided by Meineke U.SMr [redacted] has advised that the locations he visited were not honoring the give-awayAs mentioned above, not all Meineke U.Slocations participated in this offering and we regret if the locations selected by Mr [redacted] were not participants On August 29, 2017, in an effort to amicably resolve the concern for the offering, T-Mobile contacted Mr [redacted] to offer a credit to the account for the value of the offer in the amount of $as a one-time account credit in lieu of receiving the oil change offerMr [redacted] has agreed and accepted this offer as a resolution Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Jhayd G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The goodwill credit? I was paying for a service that your employee suggested that apparently I could not even use That is advertising I've been a customer since around and have paid timely I shouldn't be lied to or manipulated in services that were not rendered Again, I did not owe a bill being that the bill had not even come for the month of Nov I have put in a return call to Ally last week and have not heard back from anyone since I would greatly appreciate the Galaxy as a replacement being that I am having to pay for service Though, when I initially called, they said there was none in stock to purchase If contact by phone is hard to communicate then you may email me I'm sure the company is busy and so am I but I would like to get this resolvedSincerely, [redacted] ***