T-Mobile USA

October 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 25, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any frustration Mr [redacted] encountered with his final balanceAs Mr [redacted] mentions in his correspondence, he canceled his account on September 30, 2015, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 10th of one month to the 9th of the following monthAs noted in our policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through October 9, As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $to bring his outstanding balance to zeroMr [redacted] ’s account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] *** [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

April 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 17, 2018, regarding the above-referenced account T-Mobile regrets any ongoing concerns Mr [redacted] has regarding the taxes charged and the processing time prior to his handset order being shipped to himWe appreciate the opportunity to address Mr [redacted] ’s concernsPlease be advised that T-Mobile has addressed Mr [redacted] ’s concerns regarding the account and your file number on April 6, 2018, and April 13, It is T-Mobile’s position that the appropriate taxes were charged for Mr [redacted] ’s order number 7103082156, which was shipped to the address listed below at the request of Mr [redacted] [redacted] 42nd DrSE Bothell, WA 98012- Please note that Mr [redacted] initiated the handset orders on March 9, 2018, online at www.T-Mobile.com and selected ground shipping which may take up to ten business days to be received once shippedDue to system limitation, T-Mobile is unable to change the shipping options once an order is placed Please be advised that handsets are shipped based on available inventory and the shipping type selected at the time of orderIt should be noted that at the time of Mr [redacted] ’s order he was provided an estimated shipping time frame between March 9, 2018, and March 12, 2018, for departure from T-Mobile’s warehousePlease note that estimated departure dates may be altered at any time, at which point the customer will receive notificationRegrettably, due to inventory constraints, Mr [redacted] ’s order for each of the LG Vhandsets departed from our warehouse on March 22, 2018, and was delivered on March 26, 2018, which is within the allotted ground shipping timeframe Nevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve his concerns, on April 23, 2018, T-Mobile offered to apply a one-time courtesy account credit in the amount of $Please be advised that Mr [redacted] respectfully declined this offerShould Mr [redacted] choose to accept this offer, he may contact our office at the number listed below no later than May 7, Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext341- Very truly yours, T-MOBILE USA, INC Carlos [redacted] Executive Response

December 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 12, 2017, regarding the above-referenced file number We regret any inconvenience Mr [redacted] has experienced recently regarding his newly purchased Apple iPhone XPlease note that Mobile Device Unlocks are available to T-Mobile customers who meet our eligibility requirementsT-Mobile records confirm that Mr [redacted] is not a T-Mobile customer, and the Apple iPhone X handset in question was not purchased from T-Mobile but rather [redacted] ***Pursuant to our policy customers are to have a current T-Mobile accountAs Mr [redacted] is not a T-Mobile customer, his initial requests were denied Nevertheless, upon speaking with Mr [redacted] on December 16, 2017, he was able to provide T-Mobile with the receipt for his purchase which displayed the IMEI for the Apple iPhone X, and as a gesture of good faith, T-Mobile unlocked the handsetT-Mobile also sent the instructions for backing up the iPhone X found at https://support.t-mobile.com/ [redacted] as well as instructions to master reset the handset found at https://support.t-mobile.com/ [redacted] T-Mobile regrets any inconvenience to Mr***T-Mobile regrets any inconvenience this may have caused Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Thomas M [redacted] Executive Response

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2015, 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 Mr [redacted] concerns within this letterT-Mobile records confirm that Mr [redacted] market was part of the Advanced Wireless Service (AWS) upgrade offerT-Mobile in effort to continually improve our network, is upgrading more of our network in several markets to reallocate our (AWS) spectrum to LTEThis impacts customers using (AWS) only devices, RSsignal boosters and Audi ConnectPlease note that customers with (AWS) only handsets, hotspots, signal boosters, and tablets, will only get 2G service for voice, text message (SMS), and data speeds unless they upgrade to devices with a minimum Band II support upgradeT-Mobile records indicate that Mr [redacted] contacted T-Mobile on July 3, and accepted the offer to upgrade to a Blackberry Classic deviceRegretfully the Blackberry Classic device was no longer available for replacementT-Mobile records confirm Mr [redacted] cancelled his account on July 6, when he ported his number to another service provider as the Blackberry Classic was no longer being offeredPlease note that customers are currently being offered for a limited time Loyalty upgrade offer to the following devices at no charge: • Alcatel OneTouch • Alcatel OneTouch Pop Tablet • T-Mobile 4G LTE Hotspot Z• 4G LTE Signal BoosterIf customers do not wish to upgrade to the free devices listed above, they have the option to receive $off another device if they upgrade using Equipment Installment PlanIn an effort to amicably resolve this matter T-Mobile has applied a credit of $for services utilized from May 23, to June 22, In addition T-Mobile will waive the final billing statement for the billing cycle of June 23, through July 22, that has yet to be generatedPlease note that as of the date of this letter Mr [redacted] T-Mobile account remains cancelled with a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCLuv V [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: As you had said the UPS lost the device which I paid for them in full in the amount as follow: 1- I paid $for deposit + $paid off the device + $for the installment of those lost phone in my first bill that equal to $ 2- I paid in full the second phone bill for the period from Feb - Mar 01-for the amount of $However, there is an insufficient fund charged $that include with the bill The amount of number + which I paid already totaling is $ The amount you credit my account for the lost phone from UPS is $1, Therefore the short money to me is $- $1,= (- $214.29) And yet my current account is till (- $2.28) I'm not sure why I have a -$instead of +$? If you would and could do some research on your end and see why there is the discrepancies between what I had already paid to T-Mobile for the lost phone from UPS, and the amount you had credit back my account for the lost phone I would be appreciated I'm waiting to hear the result from you Thank you kindly for your time and help in this matter It was a nightmare for me in the first month about these lost phone in shipping Sincerely, [redacted]

August 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 9, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding an unexpected chargeT-Mobile records indicate on July 9, 2017, Mr [redacted] ’ visited www.t-mobile.com and created and accepted a payment arrangement that was scheduled for two separate payments: Mr [redacted] ’ indicated he would pay $on July 14, 2017, and $on July 28, The first payment in the amount of $processed July 14, 2017, as scheduledThe second payment did not process until July 29, however two payments in the amounts of $were billed to Mr [redacted] ’ checking accountT-Mobile systems identified the duplicate charge and immediately began the process of issuing a refund which may take up to three business days to be received Upon speaking with Mr [redacted] ’ on August 14, 2017, T-Mobile offered an adjustment in the amount of $which Mr [redacted] declined stating the financial loss was greater than the amount offeredT-Mobile requested a copy of Mr [redacted] ’ bank statements to confirm the amount he was billed in overdraft fees as a result of the duplicate chargeMr [redacted] indicated he provided documentation to our Social Media Team on August 12, In review of the documentation provided to our Social Media Team, T-Mobile confirmed Mr [redacted] was billed two overdraft fees in the amount of $each On August 15, 2017, T-Mobile again extended the offer of an adjustment in the amount of $which Mr [redacted] accepted as resolution to his concernsThe adjustment impacted the account balance at that time in the amount of $for monthly access charges, EIP charges, third party download charges and fees and taxes for the billing period from July 17, 2017, through August 16, T-Mobile regrets any inconvenience this caused Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

November 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 October 25, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterT-Mobile regrets any inconvenience Ms [redacted] may have experiencedT-Mobile records indicate Ms [redacted] activated service on October 2, with the Simple Choice Family Match with 6GB rate plan for $for two lines of serviceAdditionally, Ms [redacted] qualified for, and took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of an Apple iPhone and a Samsung Galaxy Note 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 monthly installmentsAt this time, Ms [redacted] was allowed 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 purchaseFurther, at the time of her purchase, our records also indicate Ms [redacted] took advantage of our trade- in option with an LG Gand a Samsung Galaxy Note handsetMs [redacted] was offered a value of $for the traof the LG Ghandset, and $for the Galaxy Note handsetT-Mobile records confirm Ms [redacted] agreed to the Terms & Conditions of the offers, and elected to apply the travalues to the purchase of the two SIM Starter Kits, and applicable taxes for the Apple iPhone 6, and the Galaxy Note in the amount of $157.24, and a bill credit in the amount of $Unfortunately, T-Mobile records confirm that Ms [redacted] cancelled her two lines of service when she ported the numbers to another service provider on October 8, As of the date of this correspondence, T-Mobile records indicate Ms [redacted] has not returned the handsets purchased on October 2, 2016, and is responsible for the pending accelerated final chargesT-Mobile would like the opportunity to resolve this matter amicably with Ms [redacted] ; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matterT-Mobile regrets any inconvenience to Ms [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, INCRonnie A [redacted] Executive Response

August 31, 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 23, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms [redacted] , we have resolved this matter to her satisfaction Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer Care T-Mobile regrets any concerns Ms [redacted] experienced regarding her T-Mobile accountT-Mobile records confirm that on July 5, 2017, Ms [redacted] ordered two Samsung Galaxy Sdevices under T-Mobile’s June Samsung Galaxy SBOGO offer for use on mobile numbers ending in [redacted] and ***Ms [redacted] purchased both of the Samsung Galaxy Sdevices at the time through our Equipment Installment Plan (“EIP”) program, wherein she was required to remit a down payment in the amount of $30.00, plus the taxes on the full retail price, and agreed to monthly installments in the amount of $From June 16, 2017, through July 13, 2017, customers, such as Ms [redacted] , who purchased a Samsung Galaxy Sor S8+, got another one for free through a prepaid MasterCard valued at $when adding a new line of service when both devices are purchased on an EIPAdditionally, customers taking part in the promotion must keep the additional line active, and customers that are not on an eligible Simple Choice rate plan will need to change to the T-Mobile ONE rate plan to be eligible T-Mobile records confirm that as a result of Ms [redacted] not being on an eligible rate plan, this deemed the account ineligible to receive the promotional offering On August 24, 2017, T-Mobile contacted Ms [redacted] to discuss her experiences, and explained how she can access future promotional offering requirements going forwardIn an effort to amicably resolve the matter, T-Mobile closed Ms [redacted] ’s installment plan that was initiated for the mobile number ending in [redacted] to avoid any future installments being billed to her for the equipmentMs [redacted] ’s next billing statement that will generate on or around September 17, 2017, will reflect a refund of two previously billed installments being credited Pursuant to our conversation, Ms [redacted] considers the matter resolved and has no further concernsT-Mobile regrets any inconvenience to Ms [redacted] , and we appreciate her business 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 Adrianne F [redacted] Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 30, 2016, regarding the above-referenced prepaid numberT-Mobile regrets any continued concerns that Ms [redacted] experienced regarding her refund and not receiving the refund card in a timely mannerT-Mobile records confirm that on November 24, 2015, T-Mobile approved for the refund in the amount of $and it was mailed to the address on fileRegretfully, as a result of an inadvertent error, the refund was processed and sent to a previous addressUpon speaking with Ms [redacted] , T-Mobile has confirmed the shipping address and has instructed that another refund card be sentPlease note that Ms [redacted] can expect her refund within the next seven to ten business daysT-Mobile regrets any inconvenience this may have causedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2016, regarding the above-referenced accountT-Mobile is sorry to lose Ms [redacted] as a customer and we regret hearing of her concerns with her accounts final balance and collection statusT-Mobile records confirm that Ms [redacted] canceled her T-Mobile account on April 29, 2016, when she ported her mobile number ending in [redacted] to a different service providerMs [redacted] ’s billing cycle run from the 27th of one month to the 26th of the following month; in addition, Ms [redacted] ’s account was billed in arrearsPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through May 26, In regards to Ms [redacted] ’s concerns with her monthly estimated service charges after the cancelation of one of her mobile numbers, records further confirm that Ms [redacted] had two active lines of service, mobile number ending in [redacted] and mobile number ending in [redacted] that was canceled on April 7, 2016, pursuant to her requestIt is important to note that Ms [redacted] ’s account was subscribed to T-Mobile’s Family Select Choice Unlimited Talk and Text rate plan for $for the first two linesPlease note that this was an exclusive highly discounted grandfathered promotional rate planT-Mobile’s individual rate plan will start at $per month for Unlimited Talk, Text and 2GB of data; as such, changing Ms [redacted] ’s rate plan to an individual plan would not have reduced her monthly service chargesRecords confirm that Ms [redacted] last remitted payment to T-Mobile on April 7, 2016, in the amount of $which was applied toward her monthly service charges for the billing period from January 26, 2016, through February 26, In reviewing Ms [redacted] ’s most recent billing statements our records confirm that Ms [redacted] ’s billing statement dated April 27, 2016, reflected a balance in the amount of $129.46, which consisted of monthly service charges for the billing periods from February 27, 2016, through April 26, Ms [redacted] ’s final billing statement dated May 27, 2016, reflected a balance in the amount of $which consisted of a past due balance in the amount of $129.46, and new service charges for the billing period from April 27, 2016, through May 26, Due to non-payment, on June 30, 2016, Ms [redacted] ’s account was transferred to third party collection agency Convergent Outsourcing Incto attempt to collect the past due balance and a collection fee in the amount of $was assessed to the account updating the account balance to $In an effort to amicably resolve this matter, on July 13, 2016, T-Mobile issued a credit to the account in the amount of $leaving the account with a zero balanceIn addition, as an additional courtesy, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] credit report to reflect the changeT-Mobile regrets any inconvenience to Ms [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, INCMaggie R [redacted] Executive Response

June 15, 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 2, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any inconvenience Mr [redacted] experienced regarding our Handset Exchange programT-Mobile records confirm that on November 2, 2012, Mr [redacted] purchased a Samsung Galaxy Sdevice on the phone line ending in ***By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceAs Mr [redacted] was subscribed to the optional Premium Handset Protection feature this warranty had been extendedDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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 T-Mobile records confirm that on May 25, 2017, a Handset Exchange was filed and a Samsung Onwas sent to Mr [redacted] as an alternate equivalent deviceT-Mobile has no record of Samsung Galaxy Sdevice being offered to Mr [redacted] T-Mobile contacted Mr [redacted] on June 14, 2017, and in effort to amicably resolve this matter offered to provide Mr [redacted] with an upgrade of his choice at a discount pricePursuant to the phone conversation Mr [redacted] ordered a Samsung Galaxy SPlus device and T-Mobile agreed to adjust all charges for the equipment except for $this was equivalent to offering the new device to Mr [redacted] at half the retail costFollowing the phone conversation Mr [redacted] advised this matter has been resolvedT-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 Jamen F [redacted] Executive Response

November 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 November 13, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] concerns within this letterWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with our Customer CarePlease 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 customersT-Mobile regrets any inconvenience Ms [redacted] has experienced regarding her accountThe arrangement to transfer the line of service was made directly with the other party’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after the other party’s new wireless service provider took control of itAs long as the other party knows the account number and security on the account they are able to transfer their numbers to another providerIn an effort to amicably resolve this matter for Ms [redacted] , on November 9, 2015, T-Mobile applied a credit in the amount of $for one free month of serviceMs [redacted] account now reflects a remaining balance of $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, INCZachary S [redacted] Executive Response

February 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 30, 2017, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets that Mr [redacted] had concerns with our previous resolution and we regret the typos in our previous response; we appreciate Mr [redacted] bringing that to our attention On February 16, 2017, T-Mobile approved a refund in the amount of $that will be sent to Mr [redacted] ’s address of record Mr [redacted] should allow up to ten business days for delivery of the refund 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 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

May 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 14, regarding the above-referenced account T-Mobile is always working to improve its coverage, and we are sorry to hear that our service did not meet Mr***’s needs and that he has chosen another wireless service provider Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should expect good coverage As Mr [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day Additionally, T-Mobile records indicate that Mr [redacted] subscribed to our prepaid service which per the terms agreed to upon activation is non-refundable in all circumstances Thus Mr [redacted] would only receive credit for his returned equipment, assuming it was returned within the return period, upon cancellation However, in an effort to amicably resolve the matter, on May 17, 2017, T-Mobile issued a refund to Mr [redacted] for $in the form of a prepaid MasterCard The card will be produced and mailed by Citibank and Mr [redacted] should allow ten to fourteen days to receive the card at his address of record We regret 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 David T [redacted] Executive Response

July 5, 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 Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 25, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] * [redacted] , and that she has designated [redacted] as an authorized user of the accountWe regret any inconvenience experienced by Mr [redacted] regarding the LG GhandsetAs Mr [redacted] mentions in his correspondence, some LG Gdevices reflected a known issue for boot loop under which certain LG Gdevices repeatedly displayed the LG logo screen when turned on, would not startup to the home screen and would remain stuck in a boot loopIt is important to note that LG Electronics has been made aware of the booting issue with some LG Gsmartphones and the issue has been identified as resulting from a loose contact between componentsPlease be advised that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramUnder 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 damageT-Mobile records indicate that on June 15, 2016, Mr [redacted] participated in T-Mobile’s Limited in store piWarranty Exchange for replacement of the LG GhandsetRegrettably, Mr [redacted] did not complete the in-store pick of the replacement handset within the allotted pitimeframe and the warranty exchange expiredFollowing, on June 17, 2016, an additional in store piWarranty Exchange was processed for replacement of the LG Ghandset which was properly completed on June 24, Next, on June 21, 2016, an in store piWarranty Exchange was again processed for replacement of the LG Ghandset; yet, the replacement handset was not pickwithin the required timeframe and again the warranty exchange expiredLastly, on June 23, 2016, an additional in store piWarranty Exchange was processed for replacement of the LG GhandsetHowever, at this time, the LG Ghandset was on backorder therefore the replacement handset was not available for immediate exchangeAs a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, upon speaking with Mr [redacted] on July 1, 2016, T-Mobile agreed to mail him a Samsung Galaxy S32GB Gold handset as replacement for the LG GhandsetIn exchange, Mr [redacted] is required to return the LG Ghandset with IMEI number [redacted] to T-Mobile in like-new condition free from any physical or liquid damageMr [redacted] 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 Additionally, on July 1, 2016, a onetime courtesy credit of $was applied to cover any return shipping expenses was posted to the account, leaving the account with a remaining balance of $for the monthly recurring charges billed from May 9, to June 8, We certainly regret any inconvenience to Mr [redacted] and appreciate his willingness to resolve this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAika A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: there has been another recall on ALL Note new and replacedWas advised to immediately shut down phones and return to a local tmobile storeIn doing so, I was told by the store representative named Noe as well as a customer care representive from a call center to be told that I not only have to pay taxes but another own paymentSituation is now worse than before and I can't use my phone Sincerely, [redacted] ***- [redacted]

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 19, 2016, regarding the above-referenced accountWe regret any frustration Mr [redacted] may have experienced regarding his efforts to reconcile his accountPlease be advised that Mr***’s recent letter to your office is an extension of his prior complaint with your file number [redacted] As stated in our response to the aforementioned complaint which was filed with your office on June 7, 2016, T-Mobile applied a courtesy credit of for monthly access charges for the billing period of March through May 2016, to his account, which resulted in a remaining outstanding balance of $In addition, a collection hold was placed on Mr***’s account until June 11, 2016, to provide him with additional time to satisfy the outstanding balanceRegrettably, due to an inadvertent error, on June 6, 2016, Mr***’s account was canceledAs a result of cancelation, the deposit of $25.00, which Mr [redacted] had paid for the number ending in 5003, was released and applied as credit toward the outstanding balance, which resulted in a revised outstanding balance of $Please note that if a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Mr [redacted] agreed to an EIP with the purchase of the following devices and accessories: • January 2, 2015, with the purchase of an Apple iPad Mini • September 25, 2015, with the purchase of Beats Solo headphones • September 29, 2015, with the purchase of an Apple iPad Mini • September 30, 2015, with the purchase of Beats PowerBeats wireless headphones • October 6, 2015, with the purchase of an Apple Watch 42MM • February 8, 2016, with the purchase of two Alcatel One Touch Pixi tablets It is T-Mobile's position that the remaining EIP balance is valid and owedThe billing statement dated June 8, 2016, reflected a balance of $287.98, which consisted of the aforementioned past due balance of $as well as EIP charges of $120.45, which reflected a due date of June 28, Upon speaking with Mr***, as a means of amicable resolution and as a courtesy, T-Mobile has offered to allow Mr [redacted] to return the above mentioned equipmentUpon receipt of the equipment in good working condition with no physical or liquid damage, T-Mobile will credit the pending equipment balance in the amount of $1,We ask that Mr [redacted] have the equipment post marked for return no later than August 3, The equipment may be returned directly to my attention at to the following address: T-Mobile USA, IncAttn: Emilio [redacted] M [redacted] c/o Executive Response Menaul Blvd NE Albuquerque, NM T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retains a copy of the return tracking number for his records, as T-Mobile is not responsible for the return shippingWe also ask that he please include the devices, charging cables and wall plug/docks as well as his account information within the box to ensure that he receives the proper creditIn addition, upon speaking with Mr***, he remitted a credit card payment in the amount of $This payment brings the account to a zero balance pending the above-referenced equipment chargesMr***’s account remains closedT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCEmilio [redacted] M [redacted] Executive Response

February 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account and T-Mobile has successfully resolved his concern to his satisfaction T-Mobile regrets any concern to Mr [redacted] in regards to his participation in T-Mobile’s Un-carrier iPhone Trade Up offerPlease be advised that from September 15, 2016, through September 25, 2016, T-Mobile offered new and existing customers subscribed to T-Mobile’s T-Mobile ONE rate plan or a Simple Choice Unlimited Data plan with a trade in of a qualifying handset a free iPhone ($value) after trade in credits and monthly Equipment Installment Plan (“EIP”) creditsEIP is a purchase option that T-Mobile offers customers to purchase equipment via equal monthly installments T-Mobile records confirm that on September 18, Mr [redacted] purchased an Apple iPhone 32GB for his mobile number ending in on T-Mobile’s EIP option and agreed to monthly installments of $At the time of purchase Mr [redacted] also traded in a qualifying Apple iPhone and received a trade in credit of $that was applied as an account credit on October 19, 2016, when his trade in was receivedRegrettably, T-Mobile records confirm that Mr [redacted] ’s account was not subscribed to T-Mobile ONE rate plan or a Simple Choice Unlimited Data plan and this did not meet the requirements for the iPhone Trade Up offer and thus was not approved for the additional EIP monthly credits of $for months However, in an effort to amicably resolve this matter, on February 7, T-Mobile made an exception and approved Mr [redacted] for the iPhone Trade Up offer and applied a one-time credit of $for the previous five billing statements leaving a balance of $due immediatelyMr [redacted] will continue to receive the monthly credit until the EIP plan is completedT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

January 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 20, 2017, regarding the above-referenced accountT-Mobile regrets Mr [redacted] was not satisfied with our previous response to your officePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our Executive Response TeamOn September 15, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Black device being used on his line ending in ***The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceOn September 21, 2016, Mr [redacted] started an EIP for an Apple iPhone Rose Gold device being used on his line ending in ***At the time of purchase, T-Mobile was offering customers who trade in their fully paid off Apple iPhone, an Apple iPhone for free or at a substantial discountThe offer is fulfilled by monthly promotional credits being applied to the Apple iPhone device EIP’s to either discount the device or make it freeT-Mobile records indicate Mr [redacted] EIP agreement for the Apple iPhone Rose Gold device is being billed $per month and receiving a promotional monthly credit in the amount of providing a discount to the deviceDue to an inadvertent error, the promotional monthly credit is not applying to Mr [redacted] Apple iPhone Black deviceT-Mobile regrets any confusion to Mr [redacted] on this matterT-Mobile records indicate on January 17, 2017, we closed Mr [redacted] EIP for the Apple iPhone Black device, and applied a credit of $to the accelerated EIP balance, reducing the balance to zeroMr [redacted] EIP for his Apple iPhone Rose Gold device remains active and will continue to receive the promotional monthly creditsT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJennifer G [redacted] Executive Response

March 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 March 10, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Ms [redacted] regarding her T-Mobile accountT-Mobile records confirm that on November 18, 2015, Ms [redacted] activated her T-Mobile account with her mobile number ending in ***Ms [redacted] subscribed to our Simple Choice North America rate plan for $per monthThis plan includes unlimited talk, text, and data with 4G/LTE speeds up to 2GB with no additional featuresMs [redacted] monthly access charges were $before applicable taxesOur records do not indicate that Ms [redacted] account participated in our MCSA corporate discount programThis is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveWe are sorry for any misinformation given to Ms [redacted] regarding our Advantage programMs [redacted] was mailed a summarized billing statement, which was mailed approximately three days after her billing close date on the 26th of every monthCustomers may request a detailed billing statement, which will show all data sessions with date/time stamps and breaks down the usage of megabytes for each session for an additional $per monthPlease note that Ms [redacted] can also view billing details using her self-service on MyT-Mobile.com or her MyT-Mobile.com account app from her handsetOn January 3, 2016, Ms [redacted] canceled her account when she transferred her mobile number to another service providerMs [redacted] final account balance was $25.15, which consisted of her prorated monthly access charges from December 27, 2015, through January 26, and applicable taxesIt is T-Mobile’s position that the balance is validHowever, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile applied a courtesy credit of $for Ms [redacted] final balanceMs [redacted] accepted the credit as a resolution to this matterAs of March 17, 2016, Ms [redacted] account remains canceled with a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLigia M [redacted] Executive Response