T-Mobile USA

June 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 June 5, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to his monthly billing statements and any unauthorized lines on his accountMr [redacted] ’s March 23, 2016, billing statement reflected a balance of $which included a past due balance of $and current charges of $After tax adjustments of $the balance was reduced to $This balance remained unpaid and such the account was canceled for non-payment on April 4, 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 statementAccordingly Mr [redacted] ’s EIP charges were accelerated and applied to the April 24, 2016, billing which reflected a balance of $The following is a breakdown of the charges on the final billing statement: • $for Sony Xperia Z• $for LG VG Pad • $for Alcatel OneTouch Evolve • $Late Payment Fee After adjustments, the balance of the April 24, 2016, billing statement was reduced to $389.70; when combined with the past due balance of $568.39, Mr [redacted] ’s total balance due was updated to $On April 24, 2016, we received a payment of $for the past due balance, reducing the balance to $After minor tax adjustment this amount was reduced to $The account was resumed from cancellation on April 24, 2016, at Mr [redacted] ’s requestThe May 23, 2016, billing statement reflected a balance of $which was for pro-rated charges for the billing cycle of April 24, through May 22, 2016, as well as full monthly recurring charges for the upcoming billing cycle of May 23, through June 22, 2016, and EIP charges for the three devicesHowever, as the account was resumed from cancelation, the accelerated EIP charges were reversed and placed back into the previously accepted EIP agreement, updating the account to a credit balance of $Please be advised that Mr [redacted] ’s EIP will continue to be charged to his monthly billing statementApplied to the unpaid balance of $the current balance due is now $However, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter we offered to credit half of the above amount at $Mr [redacted] accepted this offer and stated he was satisfied with our resolutionThis reduced his current balance to $as of June 9, With regard to Mr [redacted] ’s additional line concerns, T-Mobile records confirm that a new line ending in was activated on May 27, This appears to be an inadvertent error as there is no usage on the lineWhen speaking to Mr [redacted] on June 9, 2016, we offered to cancel the newly activated line, and credit any additional charges and correct his rate planMr [redacted] accepted this offer therefore we changed his plan back to the $Simple Choice North America Unlimited Talk, Text and Data, and a data plan of $Simple Choice Unlimited and 14GB HotSpot with unRadioT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his businessBased 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, INCDaniel R [redacted] Executive Response

June 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile 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 June 17, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is the business [redacted] ***., and that [redacted] has been designated as an authorized user of the account T-Mobile regrets any concerns Mr [redacted] has experienced with his coverageIt is important to note that there are many factors that can affect service quality and availability, and as such, T-Mobile is unable to guarantee coverage in all areasT-Mobile previously reviewed the Personal Coverage Check tool for Mr [redacted] area; T-Mobile shows that he should expect satisfactory 4G LTE coverage at his home address It is important to note that we have no record of Mr [redacted] contacting us with concerns regarding coverage prior to February 1, At that time, we engaged our engineering team to review Mr***’ addressBased on our engineering findings, it was confirmed that service in the area is fairPlease note that we are currently working on upgrading one of the sites in this area to improve coverage; however, this is a process that may take up to six months to completeIn an effort to provide Mr [redacted] with better voice and data connections while at home, T-Mobile provided him with a LTE 4G CellSpotPlease note that CellSpot are T-Mobile owned devices and should be returned to T-Mobile upon cancelation of service, as to avoid a non-return fee Additionally, on February 1, 2017, T-Mobile issued a one-time courtesy credit of $for any inconvenience regarding coverage to the accountThe account was left with a remaining balance of $80.00, which was paid in full by Mr***At that time, Mr [redacted] was advised that the account is on a month-to-month agreement with no contractual obligation, which means, if Mr [redacted] is not satisfied with the service he is receiving from T-Mobile, he is free to pursue another provider that might better suit his needsOf course, if Mr [redacted] does not wish to cancel his T-Mobile service, he is not obligated to do soHowever, should Mr [redacted] continue to experience service concerns, no further credits would be issued for coverage concerns as the service is working as expected T-Mobile reviewed the billing statements dated from March 7, 2017, through June 6, 2017, and over the course of those four months, Mr [redacted] used a total of 4,minutes with calls as long as minutes, sent and received a total of 2,text messages and used a total of GBs of dataAs such, it is T-Mobile’s position that Mr [redacted] is able to utilize the service and we consider all charges billed to the account valid and owed On June 19, 2017, T-Mobile spoke to Mr [redacted] and advised of the aboveAs an additional courtesy to Mr***, T-Mobile issue one-time credit in the amount of $updating his account balance to $Again, Mr [redacted] was advised that if he elected to continue with his T-Mobile service that no additional credits would be applied as his coverage concern have been addressed Mr [redacted] then entered into a JUMP! On Demand (JOD) lease for an iPhone Plus 128GB handset for his mobile number ending in JOD is a lease, not purchasing optionMr [redacted] made payment in the amount of $for the capital cost reduction and applicable taxes based upon his credit and choice of devicePlease be advised that Mr [redacted] agreed to monthly lease payments in the amount of $plus taxes with the option to purchase after months for one payment of $plus tax It is important to note that T-Mobile advised Mr [redacted] that if he was not satisfied with his coverage or if the handset does not meet his needs, he has a day return period in which he would be able to return the handset to the original point of sale for a refund or exchange and, if requested, cancelation of the service and the applicable JOD lease entered into at the time of the original purchaseMr [redacted] accepted this as a full resolution and did not have any additional 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 Robert R [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I conditionally accept based on the full waiver of the "final" bill in questionI will return the LG Pad and charger along with the chat from the representative that assured me that this would not be an issueDo not close until proof that the final bill has been waived Sincerely, [redacted] ***

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Account NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced prepaid numberWe are pleased to inform you that T-Mobile has addressed Mr [redacted] ’s concerns to his satisfactionT-Mobile regrets any confusion regarding taxes and surcharges on Mr [redacted] ’s prepaid accountAfter review, T-Mobile discovered that as of January 1, 2016, New Hampshire prepaid customers are subject to an Esurcharge for $per line of service per monthAn Esurcharge is a local surcharge for the implementation and support of emergency phone services producing radio communications access lines (radio equipment and assigning customer identification numbers used to connect a mobile or fixed radio to a communications service provider's network for two-way interactive voice)This is a local fee that we collect on behalf of the local governmentPlease note, all prepaid telecommunications services and wireless telephones are subject to a prepaid wireless Emergency-surcharge (also known as prepaid E-surcharge)This fee is imposed by various states and T-Mobile will collect it on their behalfShould Mr [redacted] have questions on this surcharge fee, T-Mobile suggests him to contact his local state Department of Revenue or Office of TaxT-Mobile records indicate on May 7, 2016, Mr [redacted] discontinued the automatic payment option on his prepaid accountHowever the additional $surcharge will continue to be billed to Mr [redacted] regardlessShould he wish to reenroll in our convenient automatic payment option, he may do so by dialing [redacted] from his prepaid deviceNonetheless, in an effort to resolve Mr [redacted] ’s concerns amicably, on June 3, T-Mobile applied a credit in the amount of $to his prepaid account as he was requestingMr [redacted] accepted the one-time credit as resolution to his concernsBased 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, INCSal O [redacted] Executive Response

April 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Ms***’s concerns related to the billing on her T-Mobile accountOur records reflect that November 21, 2016, Ms [redacted] placed an order for two System Identifying Module (“SIM”) cards for two new lines of service in order to attempt to take advantage of our Friends and Family Lines On Us promotion Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family Lines On Us to new or existing customers like Ms***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account Our records reflect that as Ms [redacted] is currently on a promotional $4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the Friends and Family Lines on Us promotion as she is already receiving one line of free which is built into her existing rate planAs such, on March 1, 2017, Ms***’s number ending [redacted] was enrolled in the promotionWe apologize for the inconveniences this has caused Ms*** Our records further reflect that on March 4, 2017, Ms [redacted] added a new line of service with mobile number ending [redacted] during our Free Add-A-Line: This One’s On Us! promotionStarting March 1, and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for freeAs Ms [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibilityPlease note that Ms [redacted] will still be responsible for the taxes associated with the free lines of service Finally, on March 3, 2017, through March 9, 2017, customer had an opportunity to get an Apple iPhone 32GB for free or an Apple iPhone Plus 32GB for $after instant traand marebate when trading in a qualifying device and port in a numberOur customers must complete the purchase through our Equipment Installment Plan (“EIP”) and with an Unlimited Data featureIf a customer chose the iPhone GB Plus model there was a cost increase of $ Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase On March 5, 2017, Ms [redacted] upgraded to two iPhone Plus 32GB and one iPhone 128GB through EIPAccordingly, Ms [redacted] was asked to make a down payment in the amount of $for each iPhone Plus 32GB and $for the iPhone 128GB and agree to a series of monthly installments in the amount of $for each iPhone Plus 32GB and $for the iPhone 128GB Additionally, we have confirmed that Ms [redacted] ported in her numbers ***, [redacted] and [redacted] to meet the eligibility for the mail in rebate for the new devicesRegrettably, Ms [redacted] was not on an unlimited data plan and was not eligible for the promotion Nevertheless, our promotions team authorized a rebate for the mobile number [redacted] sending a prepaid debit card in the amount of $on April 14, Please note that it can take up to business days for it to be delivered Although, it is T-Mobile’s position that Ms [redacted] was not eligible for the iPhone promotion for her mobile number ending [redacted] and [redacted] as they did not have an unlimited feature, as a courtesy and in an effort to amicably resolve her concerns, we have issued a one-time credit for $1,to honor the promotionThe adjustment was applied to the EIP balance, leaving a balance due of $on each devicePlease note the additional payment will reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments 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 Christina S [redacted] Executive Response

August 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] ***- [redacted] T-Mobile Account Holder: [redacted] 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, 2015, regarding the above-referenced accountT-Mobile takes customer account security very seriously; please be advised that upon verification of the account, it was determine that Ms [redacted] ***- [redacted] and Ms [redacted] are the same personT-Mobile is pleased to report that we have resolved Ms***’s concerns to her satisfactionT-Mobile regrets any inconvenience to Ms***’s mobile internet mobile number while traveling and billing during her tenure as a customerWe are always working to improve service and while we cannot guarantee data speeds or coverage which may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell siteT-Mobile records confirm that on September 23, 2014, Ms [redacted] activated a Mobile Broadband internet line ending in ***, which is currently activeMs [redacted] is subscribed to our Simple Choice Match Your Data rate plan for $per monthThis rate plan provides unlimited data with 4G speeds up to 1GBIf a customer no longer intends to keep a Voice line, the 4G data speeds available will be 1GBAt the time of activation of Ms***’s Mobile Broadband mobile number, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Hotspot LTEEIP 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 installmentsBased on Ms***’s personal credit history at the time of her purchase, Ms [redacted] was not required to make a down payment; however she agreed to a series of monthly installments in the amount of $As of August 26, 2015, Ms***’s remaining EIP balance is $However, in an effort to amicably resolve this matter, on August 26, 2015, upon speaking with Ms***, she accepted the option to return the equipment to my attention in like-new condition and T-Mobile agrees to remove the monthly charges and final EIP balanceThe equipment can be mailed to me at the following address: T-Mobile USA, IncAttn: Leah T [redacted] c/o Executive Response P.OBox [redacted] Albuquerque, NM T-Mobile recommends that Ms [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include her account information within the box to ensure proper creditIf the equipment has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms [redacted] and the EIP balance will then be considered validIt is important to note, Ms [redacted] must have the equipment post marked for return no later than September 26, Should Ms [redacted] fail to meet this date the offer shall be considered void and charges will be considered validT-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 [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

July 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 July 16, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced in regards to his final billing statementOur records indicate that Mr [redacted] activated his account on June 9, At that time Mr [redacted] remitted a payment in the amount of $for the SIM Starter Kits and taxes on the devices placed on an Equipment Installment Plans (“EIP”)Regrettably, Mr [redacted] cancelled his service on June 22, 2016, due to coverage concernsPlease note that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comAs stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.)Based upon the above, it is our position that the restocking fee assessed when Mr [redacted] returned his device on June 22, is validWe respectfully decline to issue a refund for this feeMr [redacted] ’s billing statement dated June 10, 2016, totaled $which included monthly recurring charges plus applicable taxes and fees, and EIP chargesPayment was not remitted for this amountMr [redacted] ’s final billing statement dated July 10, 2016, totaled $ which included a past due amount of $110.51, monthly recurring charges, EIP charges, international dialing charges, plus applicable taxes and feesOn July 19, 2016, we spoke with Mr [redacted] and as a courtesy to him, and in an effort to amicably resolve this matter, we offered to waive all but the international charges plus tax, leaving a balance of $Mr [redacted] accepted this offer and remitted a payment of $leaving a balance of $110.51, which we then credited leaving the account closed with a zero balanceT-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, INCDaniel R [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] - [redacted]

Hello, Complaint # [redacted] has been resolved Thank you - [redacted] ***

Complaint: [redacted] I am rejecting this response due to the same reasons listed in all my previous correspondences T-Mobile owes me money, I am not going to pay T-Mobile and sanctions need to be brought against this unethical organization and their illegal activities against consumers Sincerely, [redacted]

October 13, 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 8, 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 letter and will forward a copy to Ms [redacted] T-Mobile records indicate that on December 1, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone PlusEIP 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 installmentsBy purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) featureDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their 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 damageT-Mobile records confirm that on March 5, 2015, a replacement handset was sent to Ms [redacted] We regret hearing that Ms [redacted] is having difficulties with her replacement handsetT-Mobile would like the opportunity to have Ms [redacted] ’s handset replacedT-Mobile requests that Ms [redacted] contact us at the number listed below to discuss this matter furtherBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJames H [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Because even though according to tmobile they bave taken better precautions in securing my account they lied to me when contacting me over the matter The gentleman I had spoken with said nobody had spoken to anyone on the day in question and that they only sent text to my phone when the lady I spoken with originally had told me exactly what number the text with the pin number was sent to and exactly what was said over the phoneShe had stated that they had spoken with me reguarding insurance on my phone lines when they did not speak to me at allI, as the account holder, know tnat there is no insurance on any of my phone linesSo how can there be different sides as to what happened? I have lost all trust in tmobile and was not only mad they allowed someone to have access to my account but now that the man I had spoken with didnt take my complaint seriously but he lied to me about what had taken placeThe lady would not have told the previous days conversation and then once I complained there is no recorded of the conversation anymoreI just really want to come to an agreement to get out of my contract with tmobileIve been a loyal 10+ yr customer & I just dont want to do business where my account isnt secured & I am liedTmobile has lost all of my trust Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because I want to see the right amount of charges within a two month period, by JulyIt is not the first time they say they are going to do something and does not go through completelyI don't want to be surprised with anymore of their extra feesMy balance at this time is $I do not understand whyMy account it state it is $and $How come because it should not be that expensive? I'm not in a lease, to pay so muchI suppose to pay the phones within a month periodI suppose to pay less than $for each phone.Besides, if Tmobile are paying off the phones why am I charged over a $per month? Sincerely, [redacted]

December 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 30, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that Mr [redacted] canceled his account on September 23, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 23rd of one month to the 22nd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their account during their billing periodAccordingly, Mr [redacted] was billed through October 22, Our records show that Mr [redacted] ’s final billing statement was from September 23, 2017, through October 22, 2017, in the amount of $due November 15, This balance includes monthly access charges, taxes and applicable feesIn an effort to amicably resolve this matter, on December 4, 2017, T-Mobile credited $leaving the account with a zero balanceMr [redacted] has accepted out offerPlease be advised that the 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 Chris L [redacted] Executive Response

October 24, 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 14, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Ms [redacted] ’s concerns have been resolved to her satisfactionT-Mobile regrets that Ms [redacted] has had past issues with T-Mobile and that she is currently experiencing issues with her Samsung Galaxy Note Edge deviceT-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy Note Edge handset on May 27, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) featureDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange 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 damageOn September 9, 2016, Ms [redacted] contacted T-Mobile as she was experiencing issues with her Samsung Galaxy Note EdgeT-Mobile processed a handset exchange after troubleshooting the handsetUnfortunately, Ms [redacted] ’s specific device, the Samsung Galaxy Note Edge was not available at the time of the exchange, so T-Mobile sent Ms [redacted] a comparable device, which was the Samsung Galaxy Note deviceOn September 20, 2016, Ms [redacted] contacted T-Mobile’s Customer Care after receiving the Samsung Galaxy Note to report that she would rather T-Mobile send her the same make and model she initially hadT-Mobile processed another handset exchange for the Samsung Galaxy Edge device, however another Samsung Galaxy Note was sent to Ms [redacted] , based off of availabilityPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contacts with our Customer Care teamMs [redacted] references in her correspondence that she had multiple billing issues with T-MobileT-Mobile’s Executive Office was able to determine that the billing issues Ms [redacted] was experiencing were with regarding the mobile number ending in Ms [redacted] advised that this mobile number was not to be active on her account and she requested all charges associated with the mobile number to be removedOur records reflect that the mobile number ending in [redacted] was activated on September 19, In an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile’s Executive Office has cancelled the mobile number ending in 9734, effective immediately, adjusting all charges associated with the mobile number which totaled $In addition, T-Mobile has agreed to send Ms [redacted] a Samsung Galaxy Note Edge device directly from our office in exchange for the non-working Samsung Galaxy Note Edge which is to be returned to our officeMs [redacted] has been instructed to return her non-working handset directly to my attention at: Executive Response Attention: Lupe C [redacted] Menaul BlvdNE Albuquerque, NM Finally, as Ms [redacted] was experiencing issues with receiving her Samsung Galaxy Note Edge and with her billing, T-Mobile has offered to adjust Ms [redacted] ’s past due account balance which totaled $This credit has updated the account balance to $288.09, which is due on November 3, Ms [redacted] has accepted this as a resolution to all concerns referenced in her correspondenceT-Mobile regrets any inconvenience caused 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, INCLupe C [redacted] Executive Response

Revdex.com: The bank statement will be forwarded to that appropriate department This weekMy only concern is that payments that were made in cash last year 12/08/at the T-mobile store in East Liberty are gone forever and that is not fairNo one has Money to waste and it is T-Mobile's responsibility to locate those paymentsI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Even though I should have purchased directly from T-Mobile, their associates should have stated that even though the phone is payed off they will still block the phone if an account isn't paid offTherefore T-Mobile miss lead me and could have resolved the issue but they are not willing to help in any wayWhen talking with the associate I got the excuse I'm sorry but there's nothing I can doT-Mobile could unblock the phone and go after the people who's account is over due but in stead they want to block a phone that's paid off and not help Sincerely, [redacted]

February 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’ concerns within this letter 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] ’ recent contact with our Executive Response T-Mobile regrets that Ms [redacted] is dissatisfied with our previous responseAs indicated in our previous correspondence, our records confirm that Ms [redacted] activated her account on November 25, 2016, with two lines of service and was subscribed to our Simple Choice North America Unlimited Talk, Text and Data rate plan at $monthly before applicable taxesAt the time of Ms [redacted] ’ activation, she used our Equipment Installment Plan (“EIP”) program to purchase two Samsung Galaxy ShandsetsMs [redacted] was not required to remit a down payment, and she agreed to monthly installments in the amount of $At the time of Ms [redacted] ’ activation, T-Mobile offered a promotion where customers who were subscribed to a qualifying rate plan could purchase a qualified handset on an EIP, and would receive a monthly credit to offset the cost of the monthly EIPRegrettably, as indicated in our previous response, the rate plan Ms [redacted] selected at the time of her activation was not a qualified rate plan However, as of December 27, 2016, Ms [redacted] changer her rate plan to our T-Mobile ONE rate plan, which is a rate plan that is qualified for the above-referenced promotionIt is important to note that once on a qualified rate plan, it may take one to two billing cycles for the promotional credits to be appliedOn February 27, 2017, T-Mobile issued credit to Ms [redacted] ’ account in the amount of $for billed EIP installmentsIn an effort to amicably resolve Ms [redacted] ’ concerns, on February 28, 2017, T-Mobile closed the EIPs for the Samsung Galaxy Shandsets Ms [redacted] purchased on November 25, As such, she will no longer be billed for the handsetsAdditionally, T-Mobile offers Ms [redacted] to return her rate plan to the previously subscribed Simple Choice North America Unlimited Talk, Text and Data rate plan at $monthlyT-Mobile requests that Ms [redacted] contact me at the number below no later than March 26, 2017, to accept this offer as resolution to her concernsT-Mobile regrets any inconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

September 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 September 13, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to the above-mentioned T-Mobile accountPlease note as previously mentioned in our correspondence to your office dated August 24, 2016, T-Mobile records confirm that Mr [redacted] activated his T-Mobile account on March 18, 2016, with new mobile numbers ending in [redacted] and intended to take advantage of our Carrier Freedom promotion whereby not only are Early Termination Fees (“ETF”) reimbursed, but also accelerated equipment installment balances up to $per deviceThere are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceIn order to be eligible for this promotion, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceWithin days of activation, customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.comA review of Mr [redacted] ’s reimbursement offer status indicates that we did not receive any device trade-insT-Mobile records confirm four of the seven mobile numbers on Mr [redacted] ’s account were ported from another carrier which is a requirement to qualify for the above-mentioned reimbursementThis included the mobile numbers ending in [redacted] However, one of the final [redacted] bill copies Mr [redacted] emailed us on August 19, 2016, only detailed a payment of $and a zero balanceThere was nothing indicating this payment was for a device buyout or what mobile number it was forPlease note T-Mobile needs to be able to see the charge we are reimbursing and that the mobile number that were ported into T-MobileOn August 24, 2016, and again on September 16, 2016, we asked Mr [redacted] to send a copy of an itemized bill showing the device buyout, ETF and the mobile number that the charges were assessed towardOn August 19, 2016, Mr [redacted] also provided a [redacted] bill detailing a $ETF for the mobile number [redacted] However, this mobile number was not ported to T-Mobile, and our system shows the number is still with [redacted] We are unable to provide a reimbursement for this ETF as the mobile number was never ported to T-MobileHowever, as a courtesy to Mr [redacted] , we advised we will add $to the below overall credit once we receive the tradevicesOn August 19, 2016, a third [redacted] bill provided by Mr [redacted] detailed charges of $49.98, $324.87, and $for device payment buyouts, and the mobile numbers ending in [redacted] have all been ported to T-MobileAs such we advised Mr [redacted] we will be able to provide reimbursement in the amount of $1,which includes the above $ETF for the mobile number ending in ***, once we receive the devices in good working condition at the Executive Response OfficeMr [redacted] stated a bill credit to his T-Mobile account would be sufficientIn regards to the $rebate card that we sent to Mr [redacted] on August 5, 2016, if the card is not working Mr [redacted] will need to contact Citibank directly at 1-800-522-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, INCDaniel R [redacted] Executive Response

[redacted] April 17, 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 5, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] has experienced with regards to his handsetT-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivatedA phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (“IMEI”) to a global database and within hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networksT-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occursBy blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outletsUnfortunately, T-Mobile will not be able to have the device unlocked at this timeAs such, it cannot be used on our network It is important to note that Mobile Device Unlocks are available to customers who meet our eligibility requirementsOne of those requirements is that the handset needs to be paid off in fullT-Mobile offers our customers the convenience of a temporary unlock for traveling purposes for up to days the handset will be locked again after the timeframe has expired Unfortunately, the handset is not eligible to have the IMEI block removedMr [redacted] may contact the person from whom he purchased the handset from for more informationT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext341- Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response