T-Mobile USA

November 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] Prepaid Mobile No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 4, 2015, regarding the above-referenced accountT-Mobile is pleased to confirm that [redacted] ***’s concerns have been successfully resolvedT-Mobile regrets any inconvenience that [redacted] has encountered regarding Our records indicate that [redacted] requested to have the handset unlocked on September 24, After confirming that [redacted] had met all of the necessary requirements, an unlock requerst was submitted for [redacted] ***’s Apple iPhone handset, with the expectation that the request would be fulfilled within hoursOn September 25, 2015, the following email was sent to [redacted] ***: “Thank you for taking the time to contact T-Mobilehours after receiving this email, follow the below instructions for unlocking your T-Mobile iPhoneIf you have a non-T-Mobile SIM card, follow these steps: 1.Remove your SIM card and insert the new SIM card2.Complete the setup processIf you don't have another SIM card you can use, follow these steps to complete the process: 1.Back up your iPhone using iTunes2.When you have a backup, erase your iPhone3.When you see the Welcome screen, connect your device to iTunesIf successfully unlocked, the message Congratulations, your iPhone has been unlocked will display4.Use iTunes to restore your iPhone from the backup you just made5.If your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf it not a T-Mobile device, it will not be unlocked.” Upon receipt of this correspondence, T-Mobile was able to reach [redacted] via email to discuss their concerns [redacted] advised T-Mobile that after following all the steps as outlined above, the handset was still lockedT-Mobile suggested that [redacted] visit a local retail store for assistance with unlocking the handset [redacted] later confirmed to T-Mobile that the handset was now successfully unlockedT-Mobile regrets any difficulty that [redacted] experienced while attempting to unlock the iPhone handsetBased 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, INCKayla J [redacted] Executive Response

June 10, 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 3, 2016, regarding the above-referenced accountT-Mobile has confirmed the above referenced spelling for Ms***’ nameT-Mobile regrets Ms [redacted] concern regarding eligibility for a Samsung Galaxy SBuy One Get One Free promotionT-Mobile confirms from March 10, 2016, through March 17, 2016, if a customer bought a Samsung Galaxy Son an Equipment Installment Plan (“EIP”), they would be eligible to get another one free when activating a new line of service on the same accountCustomers will receive a prepaid MasterCard to reimburse for the the full cost, and the EIP will show up on their bill monthlyT-Mobile confirms that due to an inadvertent error, Ms [redacted] two Samsung Galaxy Shandsets were purchased with a JUMP! On Demand leaseThe JUMP! On Demand lease upgrade option is not eligible for the Buy One Get One Free promotionIn an effort to resolve this matter amicably, T-Mobile has agreed to refund Ms [redacted] $for the retail value of one Samsung Galaxy ShandsetsMs [redacted] may expect a prepaid refund card within seven to ten business daysIn addition, T-Mobile has canceled Ms***’s two lines of service that were not neededThe account currently reflects a zero balanceT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: TheT-Mobile store manager where I activated my services has read the account notes and it states there was a promise of and it lists the name of the individual that promised itAlso I was never told about a reimbursement claimI would have taken the proper steps if I had been informedI was only told that I would not be getting my phone back if I canceled services and would not be getting the promotion because I did not keep my account active for daysI canceled my services within the day grace period to avoid having to pay the remaining balance on the T-Mobile deviceTo claim that they can't reimburse me for the [redacted] device or return it is a farceThey took my phone and I signed it over because I expected the device to be paid offIf they cannot provide the proper coverage and guarantee my service it she be refundable in totalWhy should I pay for services that I cannot use? The body of this response from T-mobile was not discussed between me and the representative from T-mobileIn my opinion the Store Manager in Brigham City, Utah for T-Mobile needs to be involved in thisI'm getting screwed Sincerely, [redacted]

Revdex.com: From: [redacted] [mailto: [redacted] @msn.com] Sent: Wednesday, April 19, 4:PM To: Complaints Subject: Complaint # [redacted] Good afternoon I just wanted to inform you that the following complaint has been resolved with T-MobileThey have credited my account for the total amount of $towards the cost of the iPhone Thank you for your time [redacted] @ yahoo.com [redacted] @msn.com Sent from my iPhone

October 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 2, 2017, regarding the above-referenced file number T-Mobile regrets any concerns that Mr [redacted] has in regards to the experience he had when attempting to join T-Mobile Please be assured that T-Mobile takes allegations of employee misconduct very seriously We make every effort to be professional and courteous to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent visit to our retail location and his calls to Customer Care T-Mobile would love to have the opportunity to assist Mr [redacted] with possibly joining the Un-carrier family As such, T-Mobile did contact Mr [redacted] , and attempt to assist him with onboarding and apologized for the experience he may have had Although Mr [redacted] chose not to join T-Mobile at this time, he was provided with my number and also email should he wish to come over T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] duplicate of [redacted] , and find that this resolution is satisfactory to meSincerely, [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 5, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding his final bill statementIt is important to note that Mr [redacted] ’s account was billed in arrears, as such the monthly billing statements reflect services provided during the prior monthMr [redacted] ’s billing cycle ran from the 17th of one month to the 16th of the following month T-Mobile records confirm that Mr [redacted] ’s account was cancelled as he ported his number out to a new provider on April 26, As Mr [redacted] ’s port out request was imitated in the middle of the billing cycle, the account was responsible for all usage and charges through the end of the billing cycle The April 16, 2017, billing statement consisted of a balance due in the amount of $for service from March 17, 2017, to April 16, As Mr [redacted] mentions in his correspondence, on April 28, 2017, he remitted a payment in the amount of $As Mr [redacted] had paid deposits when he activated service, those deposits were released to the account on April 26, 2017, and reflected on the billing statement dated May 16, The released deposits of $and the payment of $covered the balance owed from the April 16, 2017, billing statement The final bill produced on May 16, 2017, had current charges due in the amount of $These charges consisted of monthly access charges and applicable taxes for the billing period April 17, 2017, through May 16, T-Mobile records confirm that a payment was remitted on June 5, 2017, in the amount of $Following the payment received, Mr [redacted] ’s account reflects a zero dollar balance and shows as cancelled in good standingT-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 Jamen F [redacted] Executive Response

August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Name on T-Mobile account: [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 11, 2015, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms [redacted] concernT-Mobile has confirmed that, on July 3, 2015, an advanced exchange was performed on Ms [redacted] T-Mobile account for the LG Gdevice in use by the line ending in Upon receipt of the non-working device, we examined it and it was found to have sustained liquid damage, which is not covered under the warranty and Ms [redacted] account was therefore assessed an out-of-warranty fee of $which includes taxesIt is important to note that the line ending in [redacted] is subscribed to the T-Mobile JUMP! program which includes all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty)As liquid damage is covered in the PHP bundle, Ms [redacted] had the option to file an insurance claim and pay a $deductible to have her non-working device replacedIn an effort to amicably resolve this matter, T-Mobile has honored Ms [redacted] request and we have applied a credit of $to Ms [redacted] account as compensation for the difference between the non-return fee and the $insurance deductibleAs of the date of this letter, Ms [redacted] T-Mobile account reflects a credit balance of $which will be applied toward the total balance due on her upcoming billing statementT-Mobile regrets any inconvenience to Ms [redacted] and thanks Ms [redacted] for bringing her concerns to our attentionUpon review of Ms [redacted] T-Mobile account, we learned that, on August 11, 2015, Ms [redacted] contacted T-Mobile’s Customer Care department to discuss the $balance that was due on August 13, A payment in the amount of $was collected on that date and Ms [redacted] account was placed on an Extended Payment Schedule (“EPS”)An EPS is a payment arrangement that allows customers to pay their balance off in monthly installmentsThe total amount placed on EPS was $which will be paid in seven installments of $eachThe final installment will be $and will appear on the February billing statementT-Mobile has made Ms [redacted] aware that the $credit applied to her account will not affect these installments; they will remain in place as agreed at the time the EPS was createdBased 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, INCLiana G [redacted] Executive Response

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Name: [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 May 8, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding the billing on her accountT-Mobile has reviewed the account and confirmed that Ms***’s above-referenced account was enrolled in AutoPay on December 22, AutoPay 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 customer Regretfully, Ms***’s account was canceled on March 9, 2017, when the mobile number ending in [redacted] was transferred to another service providerMs***’s final billing statement dated April 2, 2017, carried a total balance due of $186.61which included charges for accelerated Equipment Installment Plans and applicable taxes As Ms [redacted] authorized AutoPay, on April 28, 2017, T-Mobile was authorized to automatically deduct a payment in the amount of $from Ms***’s accountHowever, in an effort to amicably resolve this matter, on May 18, 2017, T-Mobile issued a refund in the amount of $to the credit card on file for Ms***T-Mobile request that Ms [redacted] please allow one to six business days for the refund to appear in the requested bank accountT-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

February 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 27, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’s satisfactionT-Mobile sincerely regrets any inconvenience Ms [redacted] has experienced regarding her accountT-Mobile records confirm that on January 5, 2017, Ms [redacted] ordered an Apple iPhone SE, An Apple iPhone SE Otterbox, two SIM Starter kits, and a SIM Adapter at a cost of $Please note the account was systematically activated on January 6, 2017, one day after the order was placedFurther review indicates that the shipment for the equipment was refused by Ms [redacted] and returned to T-Mobile on January 11, Please note it can take up to days to receive a refund from the date equipment is received in our warehouseIn an effort to amicably resolve this matter, on January 29, 2017, T-Mobile processed a refund of $to the credit card Ms [redacted] used to initiate the orderPlease note this refund may take three to five business days to reflect on Ms***’s bank statementAdditionally, T-Mobile has applied a credit of $to Ms***’s account bringing the balance to zeroMs***’s account will remain closed with a zero balanceUpon speaking with Ms [redacted] she accepted this as resolution to her 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, INCZachary S [redacted] Executive Response

April 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 April 21, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] has experienced in regards to our Samsung Galaxy SBuy One Get One (“BOGO”) promotionThe promotion was as follows: from March 11, 2016, to March 17, 2016, postpaid customers who bought a Samsung Galaxy Sor Sedge could get another Sor Sedge of equal or lesser value for free when they activated a new line of service on the same accountActivations and device purchases could occur on different days but both needed to be completed between February 23, 2016, (when Samsung Galaxy Sand Sedge pre-orders started) and by end of day March 17, T-Mobile records indicate on March 2, 2016, a new line was activated on Ms [redacted] ’s account and on March 11, 2016, two new Samsung Galaxy Sdevices were purchasedOn March 28, 2016, we received Ms [redacted] ’s rebate submissionIt was approved on the same day and stated to please allow up to eight weeks for processingOn April 9, 2016, Ms [redacted] contacted T-Mobile Customer Care in regards to an error she was receiving on the T-Mobile promotions website and wanted to ensure she was going to receive the Samsung BOGO promotionA Customer Care supervisor requested an investigation be performed by our promotions teamOn April 14, 2016, the same T-Mobile Customer Care supervisor attempted to contact Ms [redacted] to advise our promotions team confirmed she would be receiving the refund card within two to three weeksWe were able to contact Ms [redacted] on April 20, 2016, and confirm this with her as wellBased 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

October 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 14, 2016, regarding the above-referenced accountT-Mobile has confirmed that Mr [redacted] is listed on Ms [redacted] account as an authorized user and is able to discuss the account details and make various changes to the accountT-Mobile is pleased to report we have successfully resolved Mr [redacted] concerns to his satisfaction T-Mobile’s JUMP! program gives customers the freedom to upgrade their phone when they wantT-Mobile’s JUMP! allows customers who have purchased a device using our Equipment Installment Plan (“EIP") financing option to upgrade and T-Mobile will pay their remaining EIP balance, up to half of the original device purchase priceAny remaining EIP balance not covered by T-Mobile will need to be paid in full by the customer at the time of the upgradeWhen a JUMP! customer attempts to perform an upgrade on the My T-Mobile site, they will be presented with the option to upgrade based on their eligibilityIf the currently active EIP balance is higher than half the original purchase price, customers will only be provided the option to upgrade after a payment has been made to meet this qualificationAfter a careful review of Ms [redacted] account, T-Mobile has confirmed the EIP for the Samsung Galaxy SEdge Silver Titanium 32GB handset that was purchased on March 3, 2016, had a remaining balance higher than one-half the original costFor this reason, Mr [redacted] was not able to complete a JUMP! upgradeAs such, this resulted in Mr [redacted] having two active EIPs for the devicesOur records confirm on June 22, 2016, an upgrade was performed for an Apple iPhone 6s Silver 64GB handsetThe order was not processed as a JUMP! upgrade which resulted in the Samsung Galaxy SEdge 32GB handset EIP remaining activeIn an effort to provide an Un-carrier experience, T-Mobile has asked Mr [redacted] to return his Apple iPhone 6s Silver 64GB handset and Samsung Galaxy SEdge Titanium 32GB handset to us at: T-Mobile USA, IncAttn: Chris P [redacted] P.OBox Albuquerque, NM T-Mobile encourages Mr [redacted] to use a traceable carrier and to keep a copy of the tracking number for his recordsOnce T-Mobile has received the device, and confirmed it is in good working condition, we will revisit Ms [redacted] account and close the EIP with the remaining balance waived in fullBased 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

June 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 1, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***and [redacted] has been designated as an authorized user of the accountWe are pleased to report that upon speaking with Ms [redacted] we can confirm that her concerns have been resolved to her satisfactionWe are sorry to hear that our service did not meet Ms [redacted] ’s businessAccording to our records, the account was activated on January 6, Upon activation, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchases of three Apple iPhone handsets, two LG Vhandsets, two LTE Hotspot Zhandsets, and a Samsung Galaxy Note EIP 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 installmentsAt the time of Ms [redacted] ’s purchase, she was not required to make a down payment; however, she agreed to be billed $311.00, which is for the taxes on the full retail price of the equipmentMs [redacted] then agreed to a series of monthly installments in the amount of $157.07, which would appear on the first bill following the purchase of the deviceWhen a customer has an open 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 purchaseOnce the account canceled on January 18, 2016, the remaining EIP balance of $3,was accelerated and posted to the final billing statement dated February 5, Our records further confirm that on January 28, 2016, T-Mobile received all the equipment back to our warehouseUnfortunately, due to an inadvertent error, the equipment was not refunded until April 7, Ms [redacted] received a full refund for the equipment for a total of $3,769.78; however, she was not refunded for the taxes on the phone or the monthly charges billed from January 6, 2016, through January 18, 2016, which left a total balance due of $On June 3, 2016, T-Mobile adjusted Ms [redacted] for the taxes of $which left the total balance at $Although it is T-Mobile’s position that Ms [redacted] was billed correctly for the monthly charges for service used while active, in an effort to amicably resolve her concerns and as a courtesy, T-Mobile issued a credit for the remaining balance of $317.84, leaving the account closed with a zero balanceT-Mobile has also 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 the credit report to reflect the changePlease note that on June 3, 2016, T-Mobile contacted Ms [redacted] and presented this offer as resolution to their concerns which she has accepted and considers this matter resolved to her satisfactionBased 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, INC [redacted] Executive Response

July 5, 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 24, 2017, regarding the above-referenced accountPlease be advised we have made several attempts to contact Ms [redacted] but regretfully, our attempts have been unsuccessfulAs such, we will make every effort to address her concerns within this letter to your office T-Mobile appreciates the opportunity to respond to Ms [redacted] ’s inquiry related to the billing on her T-Mobile accountOur records reflect that Ms [redacted] attempted to take advantage of the following promotions: • Friends and Family Lines On Us; • November Tablet On Us To begin with, our records reflect that Ms [redacted] met all of the requirements for Friends and Family Lines On Us offer as she activated two new lines, for which she is receiving the expected monthly bill creditsThose bill credits are reflected on page two of Ms [redacted] ’s most recent billing statementMs [redacted] also met all of the requirements for the November Tablet On Us promotion, for which she is receiving the expected monthly bill creditsThose bill credits are reflected on pages six and seven of Ms [redacted] ’s most recent billing statement However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile closed and credited the EIP associated with each of Ms [redacted] ’s tablets thus she will no longer need the bill credits that are being applied to make these devices freeWe regret 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 David T [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 After several attempts MrRuben A [redacted] and myself got to a common ground and agreed upon the total end balance of $1,USD appreciate your help and great support Revdex.comSincerely, [redacted] ***

February 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 4, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms [redacted] ’s satisfactionT-Mobile makes every effort to provide complete and accurate information to our customers on every interactionWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareT-Mobile records confirm on September 25, 2015, Ms [redacted] ’s service was converted from a Simple Choice No Credit check account to a Simple Choice postpaid accountT-Mobile confirms that the postpaid rate plan was higher than her previously selected no credit rate planIn an effort to resolve this matter amicably, T-Mobile has placed Ms [redacted] on a $Simple Choice Unlimited Talk, Text & Data rate plan that is the same monthly cost as her previously selected rate planThe estimated monthly recurring charges and applicable taxes will be $each billing cycleIn addition, T-Mobile has applied an account credit of $156.57, for Ms [redacted] ’s current account balanceMs [redacted] ’s account currently reflects a zero balanceMs [redacted] confirms that her due date of the 17th is in alignment with her needsT-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, INCPancho Q [redacted] Executive Response

October 27, 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 19, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile regrets any ongoing concerns Mr [redacted] experienced in regards to the Carrier Freedom reimbursement offer and JUMP! insurance featurePlease note that as of the date of our previous letter to your office, dated October 17, 2016, T-Mobile had not been successful in reaching Mr [redacted] On October 19, 2016, T-Mobile successfully reached Mr [redacted] via email and confirmed the amount due for his Carrier Freedom reimbursement offer as being a total of $On that date, T-Mobile issued a direct deposit refund to Mr [redacted] ’s checking accountMr [redacted] has confirmed receipt of the refundAdditionally, on that date T-Mobile confirmed with Mr [redacted] his request to have the JUMP! feature added to the voice lines of service ending in [redacted] and ***, at which time the feature was added to each line of service on the accountPlease note that Mr [redacted] ’s account was not charged for the features prior to this dateMr [redacted] has accepted this as a 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, INCDiana J [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: all items of concern have not been resolved The T-Mobile application still has not been updated with a fix, T-Mobile says they want to swap phones, but the issue connecting to the 4GLTE is on two different phones, by two different companies and on two different operating systems So in common sense, leads me to believe the issue is on T-Mobile's end not the end user (myself) You cannot tell me that two different phones from two different companies would produce phones that do the same thing, not connect to the 4GLTE network properly I have tested both phones and switched them on and off the 4GLTE network and when I run the first test it gets 4GLTE speeds, but the remainder two and three tests are well below diservice connection.I demand that T-Mobile sends an independent contractor that is not affiliated with T-Mobile to the tower closest to my home and check it on an independent basis, I think that T-Mobile has not sent anyone to the tower as they claim If they did they would also notice that 4GLTE is intermittent at best Even the tech support person said that it was a tower issue since we trouble shot both phones and got the same results.If T-Mobile refuses to check the tower to MY standards and give me the 4GLTE service that I am paying for, I demand a fixed $credit per line per month since under my purchase and plan I agreed to accept the 4GLTE service and I am not getting what I am paying for If T-Mobile refuses to honor either of my requests, my only option is to have T-Mobile provide me the unlock code for both phones and move my services to another more reliable provider Sincerely, [redacted] (Formally ***)

May 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 May 8, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] may have experienced in attempting to purchase a new iPhone 6s device and any delay in receiving oneT-Mobile records indicate on April 27, 2016, an iPhone 6s Plus 64GB Rose Gold device was ordered, and UPS tracking number [redacted] shows delivered on April 29, 2016, with the note “left at office.” As Ms [redacted] advised T-Mobile she did not receive the device a new order was placed on May 5, 2016, for an iPhone 6s Plus 64GB Rose Gold device via UPS Next Day shipping for freeUPS tracking number [redacted] shows delivered on May 9, The order was placed late Thursday therefore it shipped on Friday May 6, 2016, and was delivered the next business day, Monday, May 9, On May 10, 2016, we spoke with Ms [redacted] and confirmed the original device was not in use so we waived the full charge for the second order, leaving the original charges on an Equipment Installment PlanAs a courtesy to Ms [redacted] and in an effort to amicably resolve this matter we applied a credit for half of her monthly recurring service charges at $104.00, reducing her current balance to $304.48, as of the date of this letterBased 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

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 5, 2016, regarding the above-referenced accountPlease note that [redacted] and [redacted] is the same personT-Mobile regrets that Ms [redacted] final billing statement is not what she expected and regrets any difficulties Ms [redacted] experienced regarding coverage and the handling of her accountIt is important to note that the final billing statement needed to generate prior to credits being applied to ensure the proper credit amount was applied to bring the account to zero balanceT-Mobile records indicate that Ms [redacted] final billing statement dated February 20, 2016, had a balance of $which was adjusted as promised on February 23, 2016, by Customer CareIt is important to note that once a T-Mobile account is cancelled, all services associated with the account are also cancelledThis includes online account access as well as paperless billing, as these are services only eligible with active accountsTherefore, Ms [redacted] would not have access to her My T-Mobile.com online service after porting her mobile numbers to another carrierT-Mobile spoke with Ms [redacted] on March 1, 2016, and confirmed that the adjustments were properly applied and a refund of $had been processed at which time Ms [redacted] requested the refund be cancelledT-Mobile confirmed with Ms [redacted] that her account remains cancelled with a zero balance and the refund of $has been cancelled per her requestMs [redacted] confirmed this was a satisfactory resolution to her concernsT-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, INCLuv V [redacted] Executive Response