T-Mobile USA

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 as long as they commit to their promise Sincerely, [redacted]

May 19, 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 10, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding her account T-Mobile records confirm that Ms [redacted] subscribed to the optional Premium Handset Protection (“PHP”) under mobile number ending in ***, which provides coverage in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunction As Ms [redacted] indicated that her device had sustained physical damage, Ms [redacted] remained eligible to process an insurance claim through Assurant, the third party providerWhen a claim is filed a deductible is charged by AssurantT-Mobile records indicate that on May 2, 2017, Ms [redacted] processed a claim with Assurant and paid a $deductible In an effort to amicably resolve this matter, upon speaking with Ms [redacted] on May 16, 2017, T-Mobile confirmed that a $credit for the cost for the deductible was applied to the account on May 1, 2017, by customer careAdditionally, as a gesture of good faith, T-Mobile applied a $credit to the accountThe credit applied left Ms***’s account with a credit balance of $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

August 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 August 5, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have resolved this matter to Ms***’s satisfaction T-Mobile regrets any frustrations adding her free line of service may have caused Ms***Starting March 1, 2017, and ending at 11:p.mPT on March 5, 2017, there was a promotion whereby eligible customers could activate an additional line of service for free so long as there was a minimum of two active voice lines on their accountUnfortunately, Ms [redacted] did not activate a new line of service within the above timeframeTherefore, Ms [redacted] is not receiving the benefit of the above promotionIn an effort to amicably resolve this issue, T-Mobile has applied the This One’s On Us promotion to mobile number ending in [redacted] on Ms***’s account as of August 18, Therefore, Ms [redacted] will receive a monthly credit for the cost of mobile number ending in [redacted] each month, making the line of service freePlease note that the promotion may take up to two billing cycles to apply to the account Ms [redacted] also outlined concerns regarding a rate plan change to our T-Mobile ONE rate planT-Mobile ONE voice for postpaid (tax inclusive) provides unlimited voice, messaging and high-speed data service, plus a variety of Un-carrier benefits to postpaid customers, with all taxes and fees included in the priceUpon speaking with Ms [redacted] on August 15, 2017, she elected to have her rate plan changed to our T-Mobile ONE rate planMs [redacted] has five lines of voice service, including her free line of service ending in *** Finally, Ms [redacted] had concerns regarding T-Mobile’s AutoPay feature which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayPlease be advised that the AutoPay feature is optional and not requiredFurthermore T-Mobile records confirm Ms***’s is not nor has she ever been enrolled in AutoPayWith Ms***’s new T-Mobile ONE rate plan, Ms [redacted] is eligible to save $each month should she enroll in AutoPay 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 James H [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Please see email I sent to T-Mobile below, clearly telling them that the response has inaccurate informationAt that point I had not yet decided to accept or reject the response of T-Mobile on Revdex.com and offered them a chance to correct the factsSince I have not yet heard from them, I decided to post my email to them as is below Sincerely, [redacted] -- Email sent to T-Mobile Specialist who responded to the Revdex.com complaint Dear Anthony,Revdex.com sent me your reply and asking me to either accept or reject itUnfortunately, it still contains mistakesI have not accepted nor rejected it yet This is what you stated in your reply to the Revdex.com."T-Mobile records indicate that on March 5, 2017, Mr [redacted] purchased an iPhone Plus 128GB handset on EIP for use on the mobile number ending in ***As T-Mobile records indicate that Mr [redacted] did not port in a number, nor did he have a qualifying Unlimited Data feature, he was not eligible for the rebateAs Mr [redacted] did not meet the promotional requirements, it is T-Mobile’s position that a rebate was not issued for the QApple Promotion"This is not accurate for the following reasons:1- The [redacted] number is a NEW number that was ported to T-Mobile on the night before via customer service on T-mobile numberPlease review your recordsIf your records are incomplete, I will be happy to log onto my T-mobile account and send you the update there that shows when the number was ported to T-mobile2- I was not informed that my rate plan does not qualify and that is the crux of the problem!!! The employee processed all the paperwork, took my phone, accepted my payment without telling me that I do not qualify How was I to know that I do not qualifyIt is his responsibility to check !The way the response is written above is incorrect because, a) it has wrong facts ( I had ported a number) and b) it hints that I knowingly was trying to cheat T-Mobile into giving me the rebate which is NOT the casePlease revise your response to reflect the accurate facts, so that I can accept it on Revdex.com.Thank you [redacted]

June 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 10, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding his refund concernsWe appreciate the opportunity to respond to this matter T-Mobile records confirm that on January 29, 2017, Mr [redacted] cancelled his account when he ported his services to an alternate service providerUpon review of Mr [redacted] ’s account, our records reflect that he was previously provided an in-home coverage solution device in an effort to enhance his coverage experience Please be advised that coverage solutions devices are provided to impacted customers such as Mr [redacted] free of charge while their accounts remain activeUpon cancellation, the coverage solution device must be returned in good working condition in order to not be assessed a non-return fee T-Mobile records reflect that on February 28, a coverage solution non-return fee in the amount of $was assessed on Mr [redacted] ’s account and was later paid by Mr [redacted] on March 20, 2017, then rendering a zero balance T-Mobile records reflect that on April 14, 2017, Mr [redacted] ’s account received a $credit for the return of his coverage solutions devicePlease note that this adjustment rendered a credit balance of $ T-Mobile records reflect that on April 24, 2017, a credit balance refund of $was requested on Mr [redacted] ’s accountIt should be noted that this refund was not coded as a payment refund, however was aimed to refund his credit balanceIn situations like Mr, [redacted] ’s, upon processing, the refund was approved via a prepaid debit card 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 Mr [redacted] ’s contact with our Customer Care Upon further review of Mr [redacted] ’s account, our records reflect that on May 4, 2017, T-Mobile processed Mr [redacted] ’s prepaid debit card refund and updated his account balance to reflect a zero balanceT-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding the nature in which his refund was providedPlease be advised that Mr [redacted] ’s account remains closed with a zero balance 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 Jason A [redacted] Executive Response

Tell us why hereFebruary 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Account Holder [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated January 21, 2018, from Mr [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that they have designated Mr [redacted] as an authorized user of the account We have made attempts to contact Mr [redacted] which have proven unsuccessful As such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any billing concerns Mr [redacted] may have experienced T-Mobile records confirm that Mr [redacted] ’s billing cycle runs from the 27th of the month to the 26th of the following month, with payment due on the 19th Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date Customers 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 their billing statement remittance slip.A review of the account confirms that Mr [redacted] ’s payment that was due on January 19, 2018, was not received on time T-Mobile provided Mr [redacted] with text messages and a billing notification providing the payment due date As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when Mr [redacted] made a payment and the account was reactivated, the account was assessed a $restore from suspension fee per line of service It is T-Mobile position that the restoral fees assessed to Mr [redacted] ’s account in the amount of $are valid and as such, T-Mobile respectfully declines to waive the restoral fees It is important to note that Mr [redacted] would have had access to his online account at T-Mobile.com as well as access to the T-Mobile app while the account was suspended Furthermore, during the time that Mr [redacted] ’s account was suspended, any outbound calls would have automatically routed to T-Mobile’s financial care team in an effort to bring Mr [redacted] ’s account currentT-Mobile records indicate that payment arrangements were made with Mr [redacted] with regard to his outstanding balance Upon review, Mr [redacted] account was restored from suspension as a courtesy when a payment arrangement was created in which he agreed to remit a payment of $on January 27, 2018, and a second payment of $on February 10, Records indicate that Mr [redacted] made a $payment on January 27, Mr [redacted] ’s account remains active with a current balance of $that consist of monthly access charges dating back to billing statement December 27, 2017, restore from suspension fees, equipment charges, applicable taxes and fees Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account This means that the account may be suspended, cancelled or assigned to a third-party collection agency Provided that Mr [redacted] remit the second payment of $by the agreed upon date, his account will not be suspended for non-payment.Should Mr [redacted] require additional time to remit payment for the remaining balance, after the completion of the active payment arrangement, T-Mobile encourages him to contact our Financial Care department at 800-937-to see what options may be availableBased 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.James H*** Executive Response

May 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated April 18, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same personPlease be advised that we have attempted to contact Ms [redacted] , which has proven unsuccessfulAs such, T-Mobile will make every effort to address [redacted] ’s concerns within this letter T-Mobile regrets any concerns Ms [redacted] experienced in regards to her account balanceT-Mobile records confirm that on May 27, 2013, Ms [redacted] activated the above-reference postpaid account with the mobile numbers ending in [redacted] T-Mobile records also confirm that on September 16, 2015, Ms [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offer with the lease of an LG GLeather Brown handsetMs [redacted] was not required to pay a capital cost reduction and then agreed to a series of monthly lease payments in the amount of $ Regretfully, on April 12, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled when Ms [redacted] ported the number to another service providerT-Mobile records confirm that on December 2, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”)Additionally, on December 15, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled at Ms [redacted] ’s request Records confirm that Ms [redacted] ’s mobile number ending in [redacted] remained active and in use on the accountT-Mobile does not have record of a request for cancellation from Ms [redacted] for the remaining line of service It is important to note that as full payment for the balance owed had not been received, on January 17, 2017, Ms [redacted] ’s account reflected a past due amount of $323.34, for the billing cycle charges from October 17, 2016, through December 16, Ms [redacted] ’s billing statement reflected new charges of $for the billing period of December 17, 2016, through January 16, 2017, increasing the balance owed to $Please note that Ms [redacted] ’s account reflected a total data usage of gigabytes (“GB”) of data during the December 17, 2016, through January 16, billing cycle As payment was not received for the balance owed, Ms [redacted] ’s balance owed carried forward to her February 17, billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $As payment was not received for the full balance owed, it carried forward to Ms [redacted] ’s March 17, 2017, billing statement which reflected a balance owed of $for the accelerated charge of $for the above-referenced LG Ghandset, $late invoice charge and $in taxes, increasing the balance owed to $On April 13, 2017, T-Mobile applied a credit of $134.26, for the final billing statement total, reducing the balance owed to $ It is T-Mobile’s position that the balance remains valid and owedAs a result of non-payment, on April 19, 2017, Ms [redacted] ’s account was transferred to AmSher, a third-party collection agencyMs [redacted] may remit payment directly to AmSher by contacting them at 877-322- Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

April 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her accountFrom November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms***, who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited rate plan with an unlimited data feature, customers were eligible to receive the iPhone device at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installmentPlease note that these requirements must be met throughout the term of the EIP T-Mobile records indicate that on November 26, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 32GBHowever, Ms***’s rate plan is a promotional plan that is ineligible for the above-mentioned promotion As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 20, 2017, T-Mobile waived the remaining EIP balance for the iPhone 32GBAdditionally, T-Mobile issued a credited of $for the last six months of EIP payments of $27.09, leaving the account with a credit balance of $T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

August 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 August 17, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding the remaining Equipment Installment Plan (EIP) balance on his Samsung Galaxy S handsetOur records confirm that on March 29, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S handsetMr [redacted] agreed to pay $for the Samsung Galaxy S handset in a series of monthly installments of $eachThe first $monthly EIP charge was billed on the April billing statementFrom April through July a total of $has been paid towards the $EIP balance, resulting in an unpaid EIP balance of $for the Samsung Galaxy S handsetOn August 9, 2015, T-Mobile received a payment totaling $208.00, which was applied to the $unbilled Samsung Galaxy S handset EIP balance and the EIP endedWhen the $EIP payment was applied, Mr [redacted] August billing cycle was already in process and included a pending monthly EIP charge of $for the Samsung Galaxy S handsetThe $payment and the $final monthly EIP charges total $234.00, which was the balance owed on Samsung Galaxy S handset on August 9, In an effort to amicably resolve Mr [redacted] concern, on August 19, 2015, T-Mobile issued a $courtesy credit for the final monthly EIP charge billed on the August billing statement for the Samsung Galaxy S handsetThe balance on the account after the credit is $Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe make every effort to be professional and courteous to our customers, and we apologize if any T-Mobile employee failed in any way to display that to Mrand Ms***T-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, INCCindy M [redacted] Executive Response

August 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holer: [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 22, 2017, regarding the above-referenced accountT-Mobile is pleased to note that we have resolved Mr [redacted] ’s concern 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 familyWe regret hearing of Mr [redacted] ’s concerns with our Carrier Freedom promotion and the status of his submissionAs Mr [redacted] is aware, T-Mobile offers up to $per device for our Carrier Freedom promotion when switching from another carrier to T-MobileIn order to qualify there are several eligibility requirementsMr [redacted] met the requirements; however, there was confusion on the amount that would be reimbursed For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt 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 accountThe 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-inThat second payment is then remitted to the customer in the form of a prepaid bank cardOur 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 Based on T-Mobile's Carrier Freedom policy and terms, these amounts were correct and nothing else is owed However, in an effort to resolve Mr [redacted] 's concern, T-Mobile offered to waive his current account balance of $as a courtesy, in turn reflecting a zero balance for the month of August This offer was accepted as a resolution to Mr [redacted] 's concern 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 Juan C [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:The matter was not handled correctly They suspended my lines I They caused major inconcenienceNot to mention my bill still isnt rightI have called oscar back and left him message and havent heard back Sincerely, [redacted] ***

September 28, 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 19, 2016, regarding the above-referenced accountWe regret to hear Mr [redacted] had with returning his equipment and canceling his T-Mobile servicesOn March 23, 2016, Mr [redacted] ***’s account was activated subscribed to the Biz Family Unlimited Talk, Text, and 10GB Data four line promo $monthly rate planIn addition, the mobile numbers ending in [redacted] and [redacted] subscribed to the optional JUMP! $monthly feature and mobile number ending in [redacted] subscribed to the JUMP! $features for estimated monthly recurring charges (“MRC”) of $less taxes and feesT-Mobile records indicate that on March 23, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Space Gray gigabyte (“GB”) handset, two iPhone 6s Plus Rose Gold and Silver 64GB handsets, and Samsung Note Black 32GB handsetEIP 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 installmentsPlease be advised on April 29, 2016, Mr [redacted] ***’s account was canceled as due to no usage on the equipmentAs such, on May 1, 2016, the EIP for Mr [redacted] ***’s equipment was canceled and final charges billed to his accountOur records confirm Mr [redacted] ***’s final billing statement dated June 20, 2016, reflected an amount due of $3,337.37, which consisted of EIP monthly installments, EIP final charges, MRC, and taxesOn September 11, 2016, Mr [redacted] ***’s account entered collection treatment for non-payment for the amount of $3,On September 16, 2016, the account was assigned to Convergent (Formerly ER Solutions, ERS) and a collection fee in the amount of $was applied to the current balance bringing the new balance to $3,In order to amicably resolve all of Mr [redacted] ***’s concerns we have offered to close the current balance on the account due to no usage on our recordsIn addition, any negative reporting will be removed within daysBased 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, INCChristopher P [redacted] Executive Response

July 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 27, 2016, regarding the above-referenced accountWe regret Mr [redacted] ’s experience with our retail locationIn Mr [redacted] ’s correspondence to your office, he indicates having taken advantage of T-Mobile’s Apple iPhone SE promotionFrom June 7, through June 23, 2016, postpaid customers who activated a new line of service and purchased an Apple iPhone using T-Mobile’s Equipment Installment Plan (“EIP”) were eligible to receive a free Apple iPhone SE GB handset via reimbursementTo complete the requirements of this promotion, customers were instructed to submit documentation on T-Mobile.com/promotions website for a rebate of the value of the iPhone SE GB handset totaling $400.00, which will be mailed in the form of a prepaid rebate card within eight weeks of the purchase dateT-Mobile records confirm that On June 19, 2016, Mr [redacted] purchased two iPhone SE devicesAs Mr [redacted] further indicates in his correspondence, with this purchase he was offered two iPhone SE phone cases at no costT-Mobile records confirm the additional purchase of two iPhone SE phone cases using T-Mobile’s EIP offeringEIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase, and agreeing to pay the remaining balance in installmentsAt the time of Mr [redacted] ’s accessories purchase, he was not required to make a down payment and only pay for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $per phone casePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our retail locationIn an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile offered to waive the remaining EIP balance for the two accessories, totaling $Additionally, the difference of the EIP installments that Mr [redacted] was previously billed totaling $was applied as an account credit, leaving his account at a credit balance of $We are pleased to report that Mr [redacted] accepted this as full resolutionT-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, INCKimo C [redacted] Executive Response

October 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a correspondence dated September 22, 2017, from Mr [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is Ms [redacted] , and that she has designated Mr [redacted] as an authorized user of the accountT-Mobile is pleased to note that we have resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concern that Mr [redacted] had regarding the iPhone Trade Up promotion Please be advised that starting September 9, for a limited time, new and existing postpaid customers who traded in their fully paid off Apple iPhone handset (from any carrier) received a new Apple iPhone handset, valued at $650.00, for free (via bill credits) when purchased on Equipment Installment Plans (“EIP”) On September 10, 2016, Ms [redacted] processed a preorder for lines ending in [redacted] and [redacted] for two Apple iPhone handsets on EIP As a part of qualifying for the promotional bill credits, customers were required to ship their paid off Apple iPhone handsets to T-MobileRegrettably, T-Mobile only received one of the Apple iPhone 6S handsets that Ms [redacted] advised she would be shipping This qualified the line ending in [redacted] for an initial trade in value of $265.00, and a continuous bill credit for months of $per month, reducing the cost of the Apple iPhone handset to zeroThe line ending in ***, however, did not qualify and therefore no automatic bill credits were applied In an effort to resolve Mr [redacted] ’s concerns, T-Mobile applied credits to the EIP on lines [redacted] and [redacted] in the amount of $each to cover the combined bill credits to date and an initial trade in value of a second handset In addition, T-Mobile applied a balance credit of $to complete the overall value of $per handset, reducing the account balance to a credit balance of $ Ms [redacted] accepted this as a resolution to their 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 [redacted]

April 20, 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 9, 2017, regarding the above-referenced account T-Mobile records confirm that on September 25, 2016, Ms [redacted] activated two additional voice lines on her above-referenced postpaid accountAt the time of activation Ms [redacted] qualified for T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus Black handset with 32GB of memoryMs [redacted] was required to make a down payment of $and then agreed to a series of monthly installments of $ At the time of purchase, T-Mobile was offering the Apple iPhone TraofferAs part of this offer, new and existing postpaid customers who tradtheir fully paid off Apple iPhone 6, from any carrier, could receive a new Apple iPhone Plus 32GB handset for $120.00, after a $device tracredit and monthly bill credits of $20.21, totaling $484.99, when purchased on EIP T-Mobile records confirm that on November 17, 2016, Ms [redacted] ’ account received the correct device tracredit of $However, due to an inadvertent error, Ms [redacted] ’ account is receiving a monthly bill credit of $for monthsIn an effort to amicably resolve the matter, on April 19, 2017, T-Mobile applied a credit of $to Ms [redacted] ’ open EIP balance, which after the remaining EIP bill credits, will reduce the cost of the handset to $ Additionally, in an effort to amicably resolve the matter, on the same day, T-Mobile applied a courtesy credit of $to her account, for the past due amount associated with Ms [redacted] ’ March 7, billing statementAs MsPerkin’s account reflected a balance owed of $564.42, the account balance was reduced to $311.32, which consisted of the charges associated with Ms [redacted] ’ April 9, billing statementMs [redacted] has accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

March 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 March 23, 2016, regarding the above-referenced pre-paid mobile number T-Mobile regrets that Mr [redacted] still has concerns with the refund that was previously approved Mr [redacted] will receive a refund in the amount of $65.00; this refund should be received by April 1, 2016, which will be business days from the date the request was approved If Mr [redacted] has not received the refund by the end of the day on April 1, 2016, he may contact me on my direct number below and we will track the refund 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 Ally Y [redacted] Executive Response

April 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 April 3, 2017, regarding the above-referenced account T-Mobile strives to provide the best handsets and service experience to our customers and we regret any concerns experienced by Ms [redacted] regarding her handset Our T-Mobile records indicate that on March 16, 2017, an Assurant claim was completed for a Samsung Galaxy Note and a replacement handset was shipped to Ms [redacted] Following, on March 31, 2017, Ms [redacted] reported that her replacement handset was having screen issuesAt this time, she participated in our Limited Warranty Exchange program and on April 3, 2017, a new replacement handset was available for in-store pickupRegrettably, on April 3, 2017, after inspection of Ms [redacted] ’s Note replacement handset, it was determined that the handset was out-of-warranty and the Warranty Exchange was not fulfilled As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on April 4, 2017, T-Mobile issued a credit of $equivalent to the required Assurant deductible Ms [redacted] paid at the time of the above mentioned Assurant claim, leaving the account with a credit balance of $Should Ms [redacted] decide to complete a new Assurant claim, she may contact Assurant directly at 1-866-866-or online at www.myphpinfo.com Please note that on April 4, 2017, Ms [redacted] took advantage of our JUMP! On Demand lease program (“JOD”) by obtaining a Samsung Galaxy SEdge 32GB handset and agreed to monthly installments of $plus applicable taxes Upon speaking with Ms [redacted] on April 5, 2017, T-Mobile agreed to allow Ms [redacted] to return the Samsung Galaxy Note handset with IMEI number [redacted] to T-MobileIn exchange, T-Mobile will credit any remaining EIP balance obligation on the return deviceShould Ms [redacted] accept this offer, she may return the equipment directly to my attention within days of the date of this letter to the following address: Executive Response Attention: Aika A [redacted] Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipmentIn addition, we request that Ms [redacted] include the battery, charger and her T-Mobile account information with her equipment to ensure proper credit 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 Aika A [redacted] Executive Response

December 3, 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 24, 2015, regarding the above-referenced accountT-Mobile regrets inconvenience to Ms [redacted] for the delay in refunds after the return of her deviceAdditionally T-Mobile prides itself in offering cutting edge devices and technologyWe regret that the original device did not meet her needsAs of the time of Ms [redacted] ’s purchase of a new handset for use on the mobile number ending in 1849, T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it meets her needsT-Mobile records indicate on October 22, 2015, Ms [redacted] initiated the return of her non-working Apple iPhone 6s Rose Gold 64GBDue to inadvertent error Ms [redacted] ’s handset return was not processed within a timely mannerIn an effort to amicably resolve Ms [redacted] ’s concerns, on December 1, 2015, T-Mobile removed the lease agreement for the returned device and the monthly $equipment chargeT-Mobile has processed a manual request to refund Ms [redacted] ’s credit card in the amount of $for the upfront costs associated with the device purchaseAdditionally, T-Mobile has applied a credit in the amount of $for late fees charged while awaiting the refund for the equipmentMs [redacted] ’s T-Mobile account remains active with a balance of $due on December 17, for service dates November 25, to December 24, Should Ms [redacted] have additional questions regarding her monthly subscribed services and rate plan, she may contact customer care at 1-800-937-T-Mobile regrets any inconvenience to Ms [redacted] and appreciates her continued loyaltyBased 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, INCTy R [redacted] Executive Response

October 2, 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 September 19, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulTherefore, we will make every effort to address Ms [redacted] ’s concerns within this correspondence T-Mobile regrets any ongoing billing concerns Ms [redacted] has regarding the above-referenced account and we appreciate the opportunity to provide the necessary detailsT-Mobile records indicate that on October 28, 2014, Ms [redacted] activated her account with mobile numbers ending in and Ms [redacted] is subscribed to the T-Mobile ONE rate plan at a cost of $per month which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 4G/LTE speeds depending on device capabilityIt is important to note that Ms [redacted] is eligible to receive a $reduction per line of service if she is enrolled in the AutoPay feature; which, at this time, T-Mobile records indicate the account is not enrolled in AutoPay T-Mobile records confirm that on August 31, 2015, Ms [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offeringMs [redacted] purchased a Samsung Galaxy Grand Prime for the total purchase price of $plus applicable taxes and feesAt the time of signing, Ms [redacted] was required to remit a down payment in the amount of $102.00; and, she agreed to a series of 24-monthly installment payments in the amount of $Additionally, on July 1, 2016, Ms [redacted] purchased a Samsung Galaxy SEdge Gold handset on an EIP for the total purchase price of $plus applicable taxes and feesAt the time of signing, Ms [redacted] was required to remit a down payment in the amount of $180.00; and, she agreed to a series of 24-monthly installment payments in the amount of $Therefore, Ms [redacted] 's monthly recurring charge was $It is important to note, that as of the date of this letter, the Samsung Galaxy Grand Prime handset has been paid off and will no longer be reflected on Ms [redacted] ’s billing statement moving forward At the time of purchase, T-Mobile provided a 14-day return period which allowed Ms [redacted] to use the equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchasePlease be advised that by purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsIt is important to note that additional insurance features are available; however, T-Mobile records confirm that Ms [redacted] elected not to add the insurance feature that covers, but is not limited to, liquid or physical damage to the handsetPlease be advised that in Ms [redacted] ’s correspondence to your office she states that she contacted T-Mobile about a defective Samsung Galaxy SEdge handsetT-Mobile records indicate that on January 18, 2017, Ms [redacted] contacted T-Mobile Customer Care about the handset overheating and cracking her screenMs [redacted] was referred to Samsung whom is the manufacturer of the handset to inquire about the options available to her due to not having device protection through T-MobileMs [redacted] may contact Samsung directly at 800-726- In Ms [redacted] ’s correspondence to your office she states that her rate plan was changed without her authorization and that she was double billed in August Please be advised T-Mobile records confirm that Ms [redacted] has changed her rate plan on several occasions and the account was fully verified by her and done with her consentAdditionally, T-Mobile records do not indicate Ms [redacted] was double billed in the month of August It is important to note that Ms [redacted] had a rolling past due balance month over month Please be advised that Ms [redacted] ’s account is billed by a system known as “bill current”, meaning that payment for services are paid in advanceT-Mobile records confirm that Ms [redacted] ’s billing cycle runs from the 29th of one month to the 28th of the following month and is due on the 21st after the bill cycle closes T-Mobile records confirm that Ms [redacted] ’s billing statement dated May 29, 2017, reflected a total balance due in the amount of $Please be advised that $was considered past due and consisted of monthly access charges, applicable taxes, and feesMs [redacted] was assessed $in monthly access charges, as well as applicable taxes and fees for services between May 29, 2017, and June 28, 2017, which was due in full by June 21, Ms [redacted] remitted a payment on June 3, 2017, in the amount of $56.16, and a payment in the amount of $on June 9, Please be advised Ms [redacted] was charged a deposit in the amount of $during this bill cycle for changing the line of service she had from a Mobile Internet line to a voice line of service Ms [redacted] ’s billing statement dated June 29, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in monthly access charges, EIP charges, applicable taxes, and fees for services between June 29, 2017, and July 28, 2017, which was due in full on July 21, Ms [redacted] remitted a payment in the amount of $on July 9, 2017, and a payment in the amount of $on July 16, Additionally, T-Mobile applied an account credit in the amount of $on July 9, Ms [redacted] ’s billing statement dated July 29, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in monthly access charges, EIP charges, plus applicable taxes and fees for services between July 29, 2017, and August 28, 2017, which was due in full on August 21, Ms [redacted] remitted a payment in the amount of $on August 29, Ms [redacted] ’s billing statement dated August 29, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in monthly access charges, EIP charges, applicable taxes, and fees for services between August 29, 2017, and September 28, 2017, which was due in full on September 21, Please be advised that on August 30, 2017, T-Mobile applied a one-time courtesy credit in the amount of $100.00; and that Ms [redacted] remitted a payment in the amount of $on September 18, 2017, and a payment in the amount of $on September 22, 2017, which resulted in a balance due of $ As such, as a means to amicably resolve Ms [redacted] ’s concerns, T-Mobile is offering to apply a one-time courtesy account credit in the amount of $Additionally, T-Mobile is offering to replace Ms [redacted] ’s handset at a cost of $which is the price of the deductible should Ms [redacted] carry insurance on her handsetShould Ms [redacted] wish to accept this offer, she may contact me directly at the number listed below no later than October 13, 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 Ms [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

August 13, 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 8, regarding the above-referenced account T-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfaction As stated in our previous response, the $JUMP!! Bundle feature includes Premium Handset Protection (“PHP”) The PHP feature is handled by an independent company, Assurant, on behalf of T-Mobile When a customer is subscribed to the above JUMP! feature and they require replacement of a device which has been damaged, lost or stolen, they would then call Assurant and file a claim wherein they would be required to pay a deductible to receive a replacement device PHP claims are not handled by T-Mobile directly and equipment cannot be replaced with PHP at a T-Mobile retail store When Ms [redacted] visited a T-Mobile retail store and received a price quote on new equipment, the quote was for the purchase of new equipment through our Handset Upgrade Program Filing a PHP claim is a separate process than purchasing equipment through JUMP! or through the Handset Upgrade Program without JUMP! As previously advised, when a customer wants to purchase new equipment by either utilizing JUMP! or through the Handset Upgrade Program without JUMP!, and they choose to purchase the equipment utilizing the Equipment Installment Plan, they are required to pay a down payment including the taxes for the entire cost of the new equipment, and then agree to pay the remaining equipment cost in equal installments The down payment collected at the time of purchase is determined by several factors including handset selected, individual account tenure, payment history, and personal credit informationIt remains our position that Ms [redacted] was given appropriate pricing Nevertheless, in addition to the credit of $that T-Mobile applied on July 29, 2015, we have agreed to refund one-half of the JUMP! feature charges which were billed to her account from May 9, 2014, the date of activation, through May 7, 2015, the date of cancelation As such, a prepaid refund card with a balance of $will be mailed to Ms [redacted] within seven to ten business days Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with Customer Care and sales teams 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 [redacted] Very truly yours, T-MOBILE USA, INC Brian W [redacted] Executive Response