T-Mobile USA

Complaint: [redacted] I am rejecting this response because: Abigail was not unsuccessful with anythingI tried calling her back times and always got her voicemailI left messages and never received a return callShe only ever called me during work and I can't answer the phone at workI should have been able to return my phone with no hassle and was notShe never resolved any of my issuesAnd I don't understand why Tmobile can't guarantee coverageI was never able to reach Abigail and I feel like I was being avoidedNothing was resolved because I was unsuccessful in reaching her timesI attached a screenshot to prove my case Sincerely, [redacted]

March 14, 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 4, 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 Ms [redacted] associated to the Friends and Family Two Lines On Us offeringAccording to T-Mobile records, on November 18, 2016, Ms [redacted] activated two new lines of service ending in [redacted] and [redacted] during our Friends and Family Two Lines On Us promotional periodThis promotion ran from November 18, through November 22, 2016, and offered new and existing postpaid customers who activated two voice lines on T-Mobile ONE or an eligible Simple Choice rate plan the ability to receive up to two additional lines for free via monthly promotional bill credits to the accountPlease note that the promotional bill credits would be applied within two billing cycles of activation In reviewing Ms [redacted] ’s account, we confirmed that the account billing cycle closes on the 23rd of each monthAs such, the above promotion should have impacted Ms [redacted] ’s account by January 24, Nonetheless, our records indicate that on December 14, 2016, two promotional bill credits of $were issued to the account for the Friends and Family Two Lines On Us offering It is important to mention that on December 16, 2016, Ms [redacted] changed her rate plan and subscribed to T-Mobile ONE rate plan for $per month with mobile numbers ending in ***, ***, [redacted] and ***Please note that under the T-Mobile ONE rate plan, each added-on-line of service is billed an additional $per month T-Mobile records confirm that on December 24, 2016, the account was suspended as the payment processed through AutoPay, a 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, was returned unpaid to T-MobileAs well, on December 24, 2016, a payment of $was remitted and the account was restored from suspensionAs stated in the Terms and Conditions, if T-Mobile suspends a customer’s service and then later reinstates it, a fee may be assessedTherefore, the account was assessed a $restore from suspension fee per line of servicePlease note that as a gesture of good faith, on January 2, 2017, two adjustments of $for two of the restore from suspension fees were posted to the accountAlso, on December 24, 2017, due to an inadvertent error, the mobile number ending in was activated as an added-on-line to the account and, pursuant to Ms [redacted] request, the mobile number ending in [redacted] was ported to replace the mobile number ending in Additionally, the mobile number ending in [redacted] was cancelledT-Mobile regrets any inconvenience to Ms [redacted] The account at this time remains subscribed to the T-Mobile ONE rate plan for $per month with mobile numbers ending in ***, ***, [redacted] and ***The lines ending in [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $per monthIn addition, the lines ending in [redacted] and [redacted] each have the Premium Handset Protection (“PHP”) feature for $per month per lineBased on the above, Ms [redacted] ’s estimated monthly recurring charge is approximately $plus taxes on the PHP features and including both $promotional credits under the Friends and Family Two Lines On Us offering and the $T-Mobile ONE AutoPay promotional bill credit which Ms [redacted] also qualifies to receive In an effort to amicably resolve this matter, on March 13, 2017, T-Mobile reviewed Ms [redacted] ’s account and confirmed that it is currently enrolled in our Friends and Family Two Lines On Us offeringAdditionally, two credits of $for the remaining two restore from suspension fees billed to the account were posted, leaving the account with a credit balance of $ Further, on March 13, 2017, upon speaking with Mr [redacted] , she confirmed that her concerns were resolved and as a courtesy, a credit of $towards the monthly recurring charges billed from December through February was posted to the accountAs of March 13, 2017, the account reflects a credit balance of $T-Mobile regrets any inconvenience to Ms [redacted] ’s and appreciate her business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [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 I have sent the iPad back and the tracking number verified that the iPad has been deliveredHaven't yet heard back from Danial regarding whether or not tmobile found my iPad to be in like-new condition and EIP and monthly charges for it taken off my billWill be getting in touch with Danial soon if I don't hear back to make sure everything has been taken care ofAlso need to make sure my military discount is added to my account as well as I brought this to danial's attention when I last spoke to him; that was another factor that made my bill higher than it was supposed to be Sincerely, [redacted]

November 6, 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 29, 2015, regarding the above-referenced accountWe are pleased to report that we have amicably resolved Mr [redacted] ’s issues and concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer CareT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy S16GB on April 16, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are 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 damageIf upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountT-Mobile records indicate that on May 2, 2015, Mr [redacted] placed an exchange for his Samsung Galaxy S16GB that qualified for an alternative exchange for the Samsung Galaxy s32GBWith regard to Mr [redacted] ’s handset, upon receipt we examined it and it was found to have sustained Liquid Damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetA warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetAs an offer of resolution T-Mobile has offered to waive the out of warranty fee of $from Mr [redacted] ’s account which he has accepted as an offer of resolutionT-Mobile records indicate that Mr [redacted] made a payment of $on October 23, 2015, which brought his account to a zero balance therefore the credit of $was applied as an account credit leaving Mr [redacted] a credit balance of $as of November 5, 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, INCJosiah M [redacted] Executive Response

February 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 30, regarding the above-referenced accountT-Mobile regrets Mr***’s concerns regarding his credit card being charged and the purchase of handsets without his authorizationT-Mobile records indicate that on January 26,2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6S Rose Gold and an iPhone 6S Plus SilverAt the time of Mr***’s purchase, he made a down payment in the amount of $and agreed to a series of monthly installments in the amount of $After researching Mr***’s concerns, T-Mobile has closed out the EIP and on February 4, 2016, refunded Mr [redacted] the down payment in the amount of $Please note that it can take three to five business days for the refund to appear on Mr***’s credit cardWe regret any coverage issues that Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasPlease be advised that there are several factors that can affect actual service quality and availabilityT-Mobile provided a Mr [redacted] a 14-day return period and if the equipment or coverage was not acceptable, it could be 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 purchaseHowever, customers returning equipment may be assessed a restocking fee at the time the return is processedOur records show that on January 29, 2016, Mr [redacted] returned the equipment to the retail store and cancelled his account; it remains closed with a zero balanceIn order to amicably resolve the matter, on February 8, 2016, T-Mobile sent Mr [redacted] a refund in the amount of $to the address on file and on the complaint to your officePlease note that the refund is sent in the form of a prepaid refund card and can take seven to ten business days to be receivedBased 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, INCJimmie P [redacted] Executive Response

September 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 September 16, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced in regards to payments from her personal checking accountAs of September 25, 2017, in an effort to provide an amicable resolution, Ms [redacted] was advised to provide documentation from her financial institution showing the charges referenced in her complaint which she may email to me at [redacted] @T-Mobile.com Once the documentation is received, if we discover any error, applicable credits will be issued 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 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 Jessica G [redacted] Executive Response Tell us why here

February 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated February 5, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding her T-Mobile accountsT-Mobile records confirm that on October 31, 2015, Ms [redacted] activated her T-Mobile account number [redacted] Please be advised, T-Mobile provides a 14-day return period which allows consumers to use the equipment to see if it meets their needsIf the equipment was not acceptable, it could be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchasePurchases made through our sales channel over the phone or online are provided a 20-day return period to allow time for shippingCustomers will be responsible to pay for any prorated monthly access charges for services renderedOn November 10, 2015, Ms [redacted] canceled her account during her equipment return periodMs [redacted] ’s account was canceled with a balance of $63.32, which consisted of her monthly access charges from October 31, 2015, through November 10, 2015, and applicable taxesOur records indicate that Ms [redacted] has not made any payments to her accountHowever, on December 6, 2015, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s account for her final account balanceAs of February 4, 2016, Ms [redacted] ’s account number [redacted] remains canceled with a zero balanceOur records further indicate that on November 11, 2015, Ms [redacted] activated her T-Mobile account number [redacted] On November 19, 2015, Ms [redacted] contacted T-Mobile to advise us that she wanted to cancel her account and she was provided with the return address for her equipmentDue to an inadvertent error, Ms [redacted] ’s account was not cancelled at that timeOn December 13, 2015, T-Mobile canceled Ms [redacted] ’s account per her requestOn December 16, 2015, T-Mobile applied a credit of $1,for the equipment returned by Ms [redacted] On December 21, 2015, T-Mobile applied an additional credit of $for service charges which resulted in a revised account balance of $Ms [redacted] ’s final account balance consisted of her monthly access charges from November 11, 2015, through cancellation T-Mobile provided Ms [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on January 17, 2016, T-Mobile transferred Ms [redacted] ’s account to a third party collection agency, Amsher Collection Services, Inc., in an attempt to collect the past due balanceIn an effort to amicably resolve this matter, on February 4, 2016, T-Mobile applied a courtesy credit of $for the monthly access charges and applicable taxesAs of February 4, 2016, Ms [redacted] ’s account [redacted] remains canceled with 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 regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeMs [redacted] has accepted this as a resolution to this matterT-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, INCLeah T [redacted] Executive Response

December 12, 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 December 5, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced while trying to obtain a Mobile Device Unlock (“MDU”)Please be advised that device unlock codes are available to customers who meet our eligibility requirementsA review of your account confirms that on November 28, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in Please note that Mr [redacted] ’s account was eligible to receive a Mobile Device Unlock code for his deviceAs such, on November 30, 2016, T-Mobile emailed Mr [redacted] with the Mobile Device Unlock code and instructions needed to unlock his deviceUpon speaking with Mr [redacted] on December 6, 2016, he confirmed that the Apple iPhone SE with the IMEI [redacted] was unlocked and in use overseasAs such, T-Mobile respectfully declines to provide Mr [redacted] with any further compensationT-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, INCShannon 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 James was very understanding of my issue and I would like to say thank youSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: 1) This Samsung Galaxy Avante has had issues with voice mail from the beginning I have been in the Kannapolis NC store on several occasions about this issue since early in the year and have received tech assistance from Chanelle, Eddie, and Janelle, associates in this store While in the store, I asked these associates to phone T-Mobile at 611, so that I could request tech support Eddie and Janelle, at my request, operated my phone while tech support gave instructions We always had the support people on speaker phone In August 2015, I went into the Kannapolis store and was assisted by Janelle Again the phone issue was the voice mail system and a problem with echos I asked Janelle to please phone T-Mobile at She did, and we put the tech support person on speaker phone The tech support person on the phone said that we needed to update the software and do a reboot I asked Janelle to walk through all of the steps with my phone My hands were not even on my phone when the software was updated and the master reset was done The tech support person did not tell us to save anythingJanelle told the tech support person who was on the phone, "She will likely lose some data." The tech support person on the phone repeatedly said, "All of the data will come back." Again, Janelle and I were not told to save anything The lose of my data was not my fault So, apparently, this is the way T-Mobile treats a loyal customers who did nothing wrong.Sincerely, [redacted]

November 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 November 2, 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 Ms [redacted] ’s concerns within this letterT-Mobile regrets any concern Ms [redacted] experienced in regards to her son’s onboarding experience and port in issueT-Mobile strives to provide the Un-carrier experience in every interaction and regrets that Ms [redacted] did not receive thisT-Mobile records confirm that on October 30, 2016, both of her son’s mobile devices were able to work accurately with their respective numbers and Ms [redacted] has not contacted Customer Care to report any issuesPlease note that on October 31, 2016, T-Mobile applied a courtesy credit in the amount of $as a courtesy to Ms [redacted] ’s above-referenced account leaving an account credit of $T-Mobile respectfully declines Ms [redacted] ’s request to upgrade her son’s data to unlimited data at no additional costHowever, in an effort to amicably resolve this matter, on November 10, 2016, T-Mobile applied a credit in the amount of $which is equivalent to one month of monthly recurring charges to offer a free month of service leaving the account reflecting a total account credit of $T-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCOscar T [redacted] Executive Response

May 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account We regret any concerns Mr [redacted] has regarding the Apple iPhone TraofferFrom September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months T-Mobile records indicate that on September 25, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Black 128GB handsetAt the time of purchase, Mr [redacted] was required to remit a down payment in the amount of $99.99, and agreed to make monthly installments of $for months In Mr***’s correspondence to your agency, he indicated that an Apple iPhone handset was tradto complete the redemption process for the iPhone TraofferHowever, T-Mobile does not have any record of Mr***’s Apple iPhone handset being received to our warehouseT-Mobile has performed multiple handset research tickets for Mr***’s Apple iPhone trahandset but we have not located the handset within our warehouseIn addition, T-Mobile has requested the serial number for the handset to confirm the recovery of the handset; however, our requests have proven unsuccessful In order to amicably resolve Mr***’s concerns, T-Mobile has agreed to close the remaining EIP balance of the Apple iPhone Black handsetAdditionally, T-Mobile has applied a credit in the amount of $216.72, leaving a credit balance of $99.71, to cover the cost of the handset from September T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher P [redacted] Executive Response

May 26, 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 May 13, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Ms [redacted] , she confirmed she is the Billing Responsible PartyT-Mobile regrets any inconvenience Ms [redacted] may have experienced with the activation of the above-referenced account T-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms [redacted] ’s concerns with our Carrier Freedom promotion and the status of her submissionWith 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 tratheir devices For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank card T-Mobile records confirm that on March 31, 2017, Ms [redacted] activated the above-referenced account and purchased two iPhone Plus handsets on an Equipment Installment Plan (“EIP”)At the time of signing, Ms [redacted] was required to remit a down payment of $and agreed to 24-monthly installment payments in the amount of $ It is important to note that at the time of purchase, Ms [redacted] traded in one iPhone 6s and one iPhone 6s Plus for which she received a tracredit of $Based on the amount owed to her prior carrier totaling $and approval of her reimbursement request, Ms [redacted] is eligible to be sent a prepaid card in the amount of $for the balance of the equipment installments charged by her prior carrierPlease be advised Ms [redacted] will need to lto www.t-mobile.com to accept the offer and have the prepaid card sent to her Nevertheless, as a gesture of goodwill, on May 25, 2017, T-Mobile offered to apply a one-time courtesy account credit in the amount of $which is equal to half of the tracredits previously received at the time of activationRegrettably, Ms [redacted] declined T-Mobile’s offer at this timeShould Ms [redacted] decide to take advantage of this offer, she may contact me at the number listed below no later than June 1, Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

November 13, 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 November 5, 2015, regarding the above-referenced accountOn November 9, 2015, T-Mobile spoke with authorized user, [redacted] and resolved this matter to his satisfactionT-Mobile confirms on November 1, 2015, two lines of service were activated on the above referenced accountT-Mobile sincerely regrets that Mr***’s iPhone Plus order was delayed with a November 10, 2015, delivery datePlease note, shipping information provided to customers at the time an order is processed is always approximate, and handset orders may be subject to backorder or delivery delays based on the available supplyT-Mobile confirms the handset was received and use began with the mobile number ending in ***In an effort to resolve this matter amicably, T-Mobile has applied account credits totaling $towards monthly recurring charges and applicable taxes, on the November 3, 2015, billing statementThe account currently reflects a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

July 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 9, 2017, regarding the above-referenced accountT-Mobile records indicate that the account holder is [redacted] ** [redacted] and he has designated [redacted] as an authorized user T-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile promotionOn September 9, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusOn September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsIf 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 In order to qualify as an acceptable traddevice, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements were not met the customer was not qualified for the promotionPlease also know that if a customer cancels their account prior to the end of the 24-month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement T-Mobile records confirm that on September 16, 2016, Mr [redacted] purchased an iPhone with 128GB of memory on an EIP for his mobile number ending in ***Mr [redacted] was required to remit a down payment of $and agreed to 24-monthly installment charges of $T-Mobile received Mr***’s iPhone serial number [redacted] traand he received his $tracredit in two ways; a credit of $was applied to his account balance on September 27, 2016, and $to his monthly EIPAccordingly, Mr [redacted] is receiving his remaining Apple credit of $in 24-monthly promotional credits of $on his mobile number ending in *** Our records further indicate that on September 16, 2016, Mr [redacted] purchased an iPhone with 128GB of memory on an EIP for his mobile number ending in ***Mr [redacted] was required to remit a down payment of $and agreed to 24-monthly installment charges of $T-Mobile received Mr***’s iPhone serial number [redacted] traand we found that the “Find My iPhone,” feature was still enabled on the device therefore; Mr [redacted] did not receive his $tracredit nor his monthly EIP promotional credit However; in an effort to amicably resolve this matter, on July 13, 2017, T-Mobile closed out the remaining balance on the iPhone on the mobile number ending in [redacted] in the amount of $On July 13, 2017, T-Mobile mailed a prepaid refund card to Mr [redacted] in the amount of $for his payments paid toward the iPhone In addition, T-Mobile applied a credit of $to the account for a free month of serviceMr [redacted] will continue to receive his monthly promo credits of $on his iPhone for his mobile number ending in ***Mr [redacted] accepted this as a resolutionAs of July 19, 2017, Mr***’s account reflects a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] regarding this matter 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 Ligia M [redacted] Executive Response

July 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr [redacted] concerns to his satisfactionWe are sorry to hear that Mr [redacted] had any concerns regarding his final balanceAccording to our records Mr [redacted] completed an in-store payment for his account in the amount of $The payment received covered his monthly charges billed from March 28, 2016, through April 27, Although, Mr [redacted] indicated in his correspondence to your office that he ported out the day following his payment, our records reflect that his phone number ending [redacted] was ported to [redacted] Fi on May 5, As the service was used from April 28, 2016, through May 5, 2016, Mr [redacted] received a final billing statement for prorated monthly access charges of $Even though, it is T-Mobile’s position that Mr [redacted] was billed accordingly, as a courtesy, we have issued a credit in the amount of $55.09, leaving his account closed with a zero balancePlease note that on July 11, 2016, T-Mobile contacted Mr [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfactionWe hope that Mr [redacted] may consider T-Mobile again in the futureBased 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, INCChristina S [redacted] Executive Response

January 29, 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 22, 2016, regarding the above-referenced accountT-Mobile regrets Ms [redacted] ’s concerns regarding her final account balanceT-Mobile records confirm that Ms [redacted] canceled her account on November 18, 2015, when she ported her mobile number to another service providerMs [redacted] ’s billing cycle ran from the 24th of one month to the 13th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through December 13, In an effort to resolve this matter amicably, on January 28, 2016, T-Mobile has applied an account credit of $which includes monthly access charges and applicable taxes in the final billing statementThe canceled account reflects a zero balanceT-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

August 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] ** T-Mobile Account Name: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced account Please be advised that T-Mobile confirmed that [redacted] **and [redacted] is the same person T-Mobile is pleased to report that Mr [redacted] ’s concerns have been addressed and resolved to his satisfaction T-Mobile regrets any concern Mr [redacted] may have encountered regarding our T-Mobile Tuesdays offer Please note that on June 6, 2016, T-Mobile announced T-Mobile TuesdaysT-Mobile Tuesdays is an application where T-Mobile thanks our customers by offering them incentives on a weekly basis On August 22, 2017, one of our T-Mobile Tuesdays gifts was to receive a free Meineke basic oil change of a $value or a $discount off any full-price service at Meineke Car Care Centers Please be advised that customers must select the ‘Redeem’ option from the T-Mobile Tuesdays application on their device, then select the “Go to Meineke’ option to then schedule an appointment at their nearest Meineke Car Center location by September 30, It is important to note that not all Meineke Car Center locations participate in our offers; therefore, customer must follow the above instructions After further research, T-Mobile was able to confirm that the Meineke Car Care Center location that Mr [redacted] visited was not participating in our T-Mobile Tuesday offer, therefore, Mr [redacted] paid out-of-pocket for the oil change to his vehicle As a gesture of goodwill, and in an effort to amicably resolve this matter, on August 24, 2017, T-Mobile issued a credit of $towards Mr [redacted] ’s account to refund him for the oil change Please note that this credit reduced Mr [redacted] ’s account balance to $ 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

February 1, 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 9, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any continued concerns Ms [redacted] experienced with her equipmentIn an effort to amicably resolve this issue, T-Mobile mailed Ms [redacted] a new Samsung Galaxy Sedge at no cost to her to replace the non-working Samsung Galaxy Note We are confident that this new device will resolve Ms [redacted] concernsT-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, INCBrian W [redacted] Executive Response

Revdex.com: From: [redacted] [mailto: [redacted] ]Sent: Friday, May 19, 11:AMTo: Complaints Subject: Claim ID [redacted] Hello,I submitted a claim yesterday and Tmobile has since resolved the matter satisfactorally, there is no further action required at this timeThank you[redacted]