T-Mobile USA

January 26, 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 17, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have resolved Ms [redacted] concerns to her satisfactionT-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encounteredT-Mobile appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiencesThe device traprogram allows customers to trade in their current devices for credits when they purchase or lease new devicesTradevices are collected in stores at the time of the purchase or lease and the credits are applied in the following order: • Existing Equipment Installment Plan (“EIP") balances – customers who have an active EIP will have the tracredit applied to the remaining balance owed on that device• New EIP or lease balances – customers who are financing a new device will have the credit applied toward the amount due at the time of purchase or lease• In-Store purchase – any additional amount of the tracredit will be applied to additional purchases such as equipment accessories• Bill credit - Any amount left over from the in-store purchase option will result in an instant bill creditIt is important to note that device trade-ins are final and customers are unable to have their tradevices returned to them if the device purchased from T-Mobile is returned during the standard return periodThis information is disclosed at the time the trais performedIf customers choose to return their T-Mobile device, they will be issued their refund will include the traamount they were quoted at the time of purchase minus any restocking feeT-Mobile records indicate that on December 30, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of a Kyocera DuraForce XD 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 installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $plus sales tax and agree to a series of monthly installments in the amount of $T-Mobile records confirm that an Apple iPhone 6s was traded in with this transaction, and she was quoted a travalue of $185.00; this traamount was applied to the amount due at the time of purchaseThis DuraForce devices was returned during the return period and a refund was issued for the amount due at purchase, plus the travalue, and minus the restocking feeIt is T-Mobile’s position the tradevice cannot be returned and no further compensation is owedNevertheless, in an effort to provide Ms [redacted] with a truly Un-Carrier experience, T-Mobile agreed to allow her to return the Kyocera device outside the standard return period and it was received at our office on January 26, T-Mobile has confirmed the device is in working condition with no physical or liquid damage and we have issued a refund in the amount of $This includes the total cost of the returned device as well as the travalue of the iPhone 6sThe refund has been issued in the form of a prepaid debit card that will arrive at the billing address on Ms [redacted] T-Mobile account in five to seven business daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

April 3, 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 March 23, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agencyAs mentioned in our previous correspondence, after careful review of Ms***’s account, T-Mobile determined that on March 10, a caller was unable to verify the account when calling in and as there was a password on the accountPer T-Mobile policy, when the caller was unable to verify the password, we issue a one-time PIN code to the accountholder’s mobile number and did so to Ms***’s number ending in ***T-Mobile did not send a one-time PIN code, nor would we, to anyone other than the account owner which is Ms*** While T-Mobile would not like to see a valued customer such as Ms [redacted] cancel service with T-Mobile, she is not under contractual obligationShould Ms [redacted] wish to cancel her services, she may do so by contacting T-Mobile Customer Care at 800-937-or by porting her mobile numbers to another service provider It is important to note that Ms [redacted] has active Equipment Installment Plans (“EIP”) with a remaining balance of $1,for the following equipment: • Samsung Galaxy Jdevice with a remaining EIP balance of $220.00; • Samsung Galaxy Note device with a remaining EIP balance of $515.70; • Samsung Galaxy SEdge device with a remaining EIP balance of $ If 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 purchase Additionally, Ms [redacted] has two JUMP! On Demand (“JOD”) lease agreement for a Samsung Galaxy Note device and a Samsung Galaxy SEdge devicePlease note that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement As a one-time courtesy and in an effort to amicably resolve this matter, should Ms [redacted] return the above mentioned equipment, T-Mobile shall agree to waive the remaining balance specific to the devices receivedThe handsets can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: Alberto V Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include her account information within the box to ensure that she receives the proper credit upon receipt of the equipmentPlease be advised that Ms [redacted] must have the equipment post marked for return no later than April 20, T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alberto V [redacted] Executive Response

September 2, 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 August 27, 2016, regarding the above-referenced accountPlease note that Ms [redacted] has been designated as an authorized user on Mr [redacted] ’s T-Mobile accountWe regret any inconvenience Ms [redacted] has experienced regarding the expected coverage in areas traveledUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are numerous factors, such as: technical limitations, signal strength, equipment that may interfere with actual service, quality, and availabilityUpon review, T-Mobile found that Mr [redacted] was traveling in an area of Michigan which has coverage limitations and unfortunately Mr [redacted] ’s handset was not compatible with the available coverageWe recommend if Mr [redacted] travels a lot to view our coverage map online at www.T-Mobile.com, or he can contact Customer Care for assistanceOn August 26, T-Mobile provided a courtesy credit of $72.00; however, upon speaking to Ms [redacted] , T-Mobile provided an additional $courtesy credit as resolution in full to this matter resulting in a $account 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMercedes B [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 15, 2016, regarding the above-referenced accountT-Mobile regrets any confusion with our iPhone TrapromotionOn September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tratheir fully paid off iPhone or abovePlease note that between September 9, 2016, and September 14, 2016, customers were not required to change to T-Mobile ONE to be eligible for the promotionHowever, on September 15, 2016, the program was updated and customers were required to sign up for the T-Mobile ONE rate planCustomers that purchase a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone Please be advised that those that tradan iPhone 6, Plus, 6S, or 6S Plus will receive the phone at no cost after a tracredit and monthly EIP bill credits; customers that trathe iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the iPhone or iPhone Plus the cost will increase in increments of $with each memory variantAdditionally, the trahandset must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements are not met the customer will not qualify for the promotionPlease be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statementT-Mobile records reflect that on September 19, 2016, Mr [redacted] purchased an iPhone Plus 128GB on JUMP! On Demand (“JOD”) with no trade-inRecords reflect that Mr [redacted] did not meet all requirements to obtain the promotionT-Mobile records indicate that on October 11, 2016, Mr [redacted] was advised of his 20-day return period and records show that Mr [redacted] was advised to return the device and make the purchase again in order to qualify for the promotionMr [redacted] has denied the option to return his handset under the return period due to a delay in receiving the iPhone Plus 128GB in Jet BlackAs all of the requirements for the “iPhone Trade-Up” promotion were not met, Mr [redacted] did not qualify to receive the benefits of the promotionHowever, as a one-time courtesy, T-Mobile will allow Mr [redacted] to return his trahandset in working condition directly to my attention within days of the date of this letter at: Executive Response Attention: Juan B [redacted] Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Mr [redacted] returns the handset via a traceable carrier and request a tracking number when shippingUpon receipt of the handset, T-Mobile has offered to honor the promotion and has been informed of the expected credits and payments neededBased 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, INCJuan B [redacted] Executive Response

June 7, 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 2, 2016, regarding the above-referenced accountWe are pleased to report that Ms [redacted] ’s concerns have been resolver to her satisfactionT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her handset concerns; we appreciate the opportunity to further support, and respond to her concernsAs indicated in our letter to your office dated April 1, 2016, on March 31, 2016, T-Mobile agreed to provide Ms [redacted] with a new Samsung Galaxy ShandsetWe sincerely regret that this handset has malfunctioned while in use by Ms [redacted] It should be noted that on June 5, 2016, T-Mobile contacted Ms [redacted] regarding her concerns, and offered to provide her with a Samsung Galaxy Shandset free of charge, so long as she returns her malfunctioning Samsung Galaxy Sdevice to my attention at: T-Mobile USA, IncAttn: Jason A*** , Executive Office Menaul Blvd., NE Albuquerque, NM Please be advised that Ms [redacted] accepted this as a resolution to her concernsIt should be noted that her new handset was ordered on June 5, 2016, under order number [redacted] We recommend that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retail a copy of the return tracking number for her recordsWe also ask that Ms [redacted] please include a note in her return packaging including her name and account information, within the packaging to ensure that she receives the proper credit upon receipt of her return equipmentBased 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, INCJason A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:There are inaccuracies in Rochelle's responseOn January I DID NOT consent to their JUMP on Demand programWhen I called on 1/17/at 4:49pm and spoke with Crystal I was advised that the phone was comped completelyI believe her supervisors name was [redacted] She consulted with her supervisor who advised that the phone EIP would be closed out and the phone would be freeI even logged on afterwards and it was removed from my account but then after speaking with Rochelle it was magically added back on and she advised me I will be charged for this phoneI didnt want it anyway and gladly mailed it back but it was unfair for a company to against their word especially after all the wrongdoings done against me from this companyI don't feel comfortable paying the bill that includes fraudulent insurance charges for the phones I did not financeThe credit (supposedly) will be reflected on next months billWhy cant it show on this billBased on their business practices I feel that I cant take them at their word and will see me paying that extra amount as accepting the fraud that happened to meI have reached out to Rochelle after the initial conversationThe main reason was to inform her I didn't receive a return label that she sent and also had questions for herShe has never returned my callNo one ever follows up when they say they willMeanwhile I have to endure a phone line that rarely has phone service and cuts off almost every callIf you listen to all my calls with T-Mobile reps you will even hear the calls losing signalThe service is crap but I have put up with it but now this lack of customer service and hearing many different solutions and action plans by different people leave me feeling like I'm being hustled 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 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on April 24, 2016, with two lines of service ending in [redacted] and ***On November 23, 2017, Mr [redacted] added a third line of service, ending in ***Mr [redacted] is subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly for the first two lines of service, and $monthly for each additional line of serviceHowever, at the time of Mr [redacted] ’s addition of the line of service ending in ***, he took advantage of a promotion to receive a monthly credit for the third line of service, in the amount of $Please note that it may take one to two billing cycles for this credit to be applied to the account Our records confirm that as of February 3, 2017, Mr [redacted] was enrolled in this promotional offer, and will receive a monthly credit in the amount of $for the add-a-line charge for the line of service ending in ***On February 9, 2017, in an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile issued a credit to his account in the amount of $for the billed add-a-line charges and applicable taxesMr [redacted] ’s balance owed at that time was $Mr [redacted] remitted a payment for this balance on February 15, Mr [redacted] ’s billing statement dated February 25, 2017, was in the amount of $107.00, with the above-referenced adjustment still to be appliedPayment for this balance is due March 17, 2017, and Mr [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owedT-Mobile regrets any inconvenience Mr [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

April 27, 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 April 17, 2017, regarding the above-referenced file number Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr [redacted] regarding his correspondence to your officeThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, Mr [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

I am thankful that they went ahead and gave me a replacement phone plus, the credit I feel was rightfully owed I wish that a supervisor or manager had the same rights to help a customer then it would have never got to Revdex.com In a year relationship with tmobile and we've had our bumps, but I will continue to be a long standing customer Thank youRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

September 22, 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, 2015, regarding the above-referenced accountT-Mobile regrets to hear of Ms [redacted] coverage and cancellation experienceOur records confirm that on February 7, Ms [redacted] canceled her line of service ending in [redacted] when she ported the line to another service providerIt is important to note that as T-Mobile did not have a request to cancel the remaining line of service, the number ending in [redacted] remained active on the account and continued to incur service charges which T-Mobile considers valid and owedOn March 1, T-Mobile canceled the line of service ending in [redacted] at Ms [redacted] requestHowever, upon review of the account and MsStrong’s, correspondence, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, 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 relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenienceBased 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, INCSacny A [redacted] Executive Response

Revdex.com:Mr [redacted] and I have corresponded outside of this complaint and came to the list conclusionI have had a T-Mobile store check the device for any damages before sending the unit backThe Unit was sent back and on its wayThe Unit have a tracking number and I requested a signature be required 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] ***

June 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 June 27, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr [redacted] regarding his T-Mobile accountAccording to our records Mr [redacted] activated four line of service with mobile numbers ending [redacted] *** on September 27, 2016, as well as purchased the Samsung Onthrough Equipment Installment Plan (“EIP”)During his activation Mr [redacted] was eligible and participated in our 4th Line Free and Smartphone On Us promotionThese promotions entitled Mr [redacted] to receive promotional bill credits to take care of his fourth line of service and to cover the monthly EIP payments for his device as long as he remained active Our records reflect that on March 23, 2017, Mr [redacted] ported his mobile numbers ending [redacted] to a new carrier and requested to cancel his mobile number ending [redacted] on March 27, 2017, which effectively canceled his entire accountIt is important to note that if 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 statement This information is disclosed within the EIP agreement provided at the time of purchase Therefore, when the account was canceled on March 27, 2017, the remaining EIP balance of $was accelerated and posted to the final billing statement dated April 28, 2017, leaving the account closed with a final balance of $ It is T-Mobile's position that the remaining EIP balance is valid and owed Due to non-payment on June 20, 2017, the account was referred to third party collection agency, Diversified Consultants IncAlthough, it was outside the day return period, T-Mobile allowed Mr [redacted] to return the Samsung Galaxy OnAs of May 23, 2017, T-Mobile received Mr***’s package however the device has not be located in our warehouseNevertheless, we have confirmed that the device has not had any usage since Mr***’s return and as such, we have issued a credit for $account bringing the account to a zero balance In addition, 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 relating to this account Please note that it may take up to days for the credit report to be updated We again apologize for the inconveniences Mr [redacted] experience and appreciate the opportunity to address his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

April 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 April 18, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his device accessory purchaseOn November 23, 2016, Mr [redacted] purchased a screen protector through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $As of the time of Mr [redacted] ’s above-referenced purchase T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his 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 purchase Upon speaking to Mr [redacted] , on April 24, 2017, and in an effort to amicably resolve the matter, T-Mobile agreed to close the remaining EIP for the above-referenced screen protector and to apply a credit in the amount of $toward Mr [redacted] ’s account for the previously billed associated EIP installmentsPursuant to our conversation Mr [redacted] confirmed the matter is resolved and he has no further concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our retail locationT-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 Brandon M [redacted] Executive Response

April 10, 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 March 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] is designated as an authorized user of the accountPlease be advised that T-Mobile has been in contact with Mr [redacted] via email T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding the above accountWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesNaturally, several requirements must be met in order to be approved for this offer T-Mobile records confirm that Mr [redacted] met all requirements for this promotionOn January 30, 2017, T-Mobile received Mr [redacted] ’s two Samsung Galaxy Note 32GB handsets and his two Samsung Galaxy S Edge 32GB handsetsRegretfully, Mr [redacted] only received a reimbursement in the amount of $for the devices he traded in Please be advised that on April 2, 2017, Mr [redacted] provided his final billing statement from his previous carrier to T-Mobile and total amount for his device balances was $1,As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 4, 2017, T-Mobile reimbursed Mr [redacted] $1,in the form of a refund card to the billing address on the accountMr [redacted] has accepted our offer 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

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 meI agree that [redacted] was added in June but T-Mobile was unable to produce any documentation regarding the purchase on 10/24/We again went in circles about the documentation they said they could confirm the store if I told them which oneObviously since myself or [redacted] did not purchase these items I wouldn't be able to give that informationThe two items on this EIP don't even match but one phoneI think this was an inside person at the store it was sold at and they sold them for cashI felt talked down to the entire time I have dealt with T-Mobile about this issueIt would be better business for them to trust their customers Although I am happy that they are reversing the charges, I am not happy about the way I was not given the benefit of the doubtI am nothing if not an honest and do not like the implication otherwiseI have been with them for years or more and may change carriers after my legitimate EIPs are paid off.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I called and left messagesOn Last call back Could not leave voice mail because his mailbox was fullI was told by the T-Mobile customer service right from the begining that my plan qualify for this deal and even all subsequent responses were sameT-Mobile should listen and share my conversation with Revdex.com which they record I have many calls to customer service from black Friday night to last couple of weeks.They have never said that my plan is not eligible for this deal If they cannot fulfill their promise they should not advertise adsI don't want new phones , I want my old phone back[redacted] *** [redacted] Sincerely, [redacted] ***

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

Revdex.com: Please cancel this complaintThe issue has been resolved

November 5, 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 28, 2015, regarding the above-referenced accountT-Mobile regrets any frustration Mr [redacted] encountered while attempting to activate service with T-MobileOur records confirm that on September 14, 2015, Mr [redacted] visited a T-Mobile retail store and during that visit his above account was activatedFurther records confirm that on September 17, 2015, we attempted to transfer Mr [redacted] ’s number ending in [redacted] to T-MobileHowever, the number transfer was unsuccessfulOur records confirm that Mr [redacted] did not take possession of the equipment at the time of the activationAs such, we have cancelled the above account effective immediately and applied a $credit to the account to bring the outstanding balance to zeroMr [redacted] ’s account will remain closed with a zero balancePlease be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationT-Mobile sincerely apologizes if any representative failed to do so while assisting 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, INCBrian W [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 27, 2015, regarding the above-referenced accountT-Mobile is happy to report that Ms [redacted] ’s concerns have been resolved to her satisfactionPlease 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 CareT-Mobile records indicate that on August 7, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a [redacted] S 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 installmentsBased on her personal credit history at the time of Ms [redacted] ’s purchase, she was not required to make a down payment; however, she agreed to pay $52.99, which is for the taxes on the full retail priceMs [redacted] then agreed to a series of monthly installments in the amount of $22.08, which will appear on the first bill following the purchase of the deviceOn September 5, 2015, T-Mobile stepped outside of policy in order to resolve Ms [redacted] ’s concerns with the original [redacted] S handset that was sent to her in AugustIn order to ensure that Ms [redacted] received a brand new device T-Mobile billed a full cost device in the amount of $to Ms [redacted] ’s accountUpon receipt of the defective [redacted] S handset T-Mobile would place a credit of $to Ms [redacted] ’s account and she would continue with the installments of $per month for monthsPlease be advised that on September 9, 2015, T-Mobile reached out to Ms [redacted] via her mobile number ending in [redacted] to see if she had received the deviceThe original [redacted] S handset that was purchased on August 7, 2015, was not showing returned to our warehouseAs such, no credit for the handset was issuedPlease note that Ms [redacted] ’s account number was enrolled in EasyPay on February 14, EasyPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on EasyPayBecause Ms [redacted] authorized EasyPay, T-Mobile was authorized to automatically deduct payments from the credit card providedT-Mobile records confirm that on October 17, the balance of $was automatically withdrawn from Ms [redacted] ’s credit card on fileOn October 17, Ms [redacted] contacted our Customer Care department regarding the amount that had been deducted from her credit cardT-Mobile advised that if Ms [redacted] returned the device to our handset warehouse, a refund in the amount of $would be issued back to her credit cardDue to an inadvertent clerical error the refund was declined as the device was not verified as returned to the warehouseNevertheless, in an effort to amicably resolve Ms [redacted] ’s concern, On October 27, 2015, T-Mobile issued a one-time courtesy credit in the amount of $to Ms [redacted] ’s accountAdditionally, on October 27, a refund in the amount of $was deposited back to Ms [redacted] ’s bank accountto MsShould Ms [redacted] have any questions regarding this refund she may contact her financial institutionT-Mobile regrets any inconvenience that Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response