T-Mobile USA

March 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2016, regarding the above-referenced accountWe regret any confusion to Ms [redacted] regarding international travel via a cruise shipPlease also be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with T-MobileT-Mobile has reviewed Ms [redacted] account regarding the disputed international roaming charges for mobile number ending in ***Please be advised on February 5, 2016, T-Mobile records confirm Ms [redacted] added T-Mobile’s North America Feature at $per month for travel through Mexico, which offers customers an extension of the "home coverage area" of plans with Simple Global to include Mexico and CanadaWith it, customers can use their device and service while travelling in Mexico and Canada just like you do in the U.SOur records confirm however that the charges in dispute are for international roaming calls from February 10, 2016, through February 12, while on a cruise ship on international waters, which is not included in the above featureThe total charges for international roaming calls while on the cruise ship are $plus taxIt is T-Mobile’s position that these charges are valid and owedPlease note that calls made or received while the handset is roaming on a cruise ship are billed at a rate of $per minute, even if the ship is at dock in U.SwatersThis includes any incoming calls received while the handset is powered on as these calls are routed to the cruise ship’s network, and if unanswered, the calls are then routed back to the domestic T-Mobile voicemail platformThese calls, even if unanswered are then billed at the cruise ship roaming rateAdditionally, information on international roaming charges while on a cruise ship is readily available to customers who are interested in knowing the cost per minute before travelingInformation on calling charges can be found on www.T-Mobile.com and through calls to Customer CareIn an effort to amicably resolve Ms [redacted] concerns however, T-Mobile provided a credit of $519.03, leaving the account with a valid and owed balance of $Additionally, T-Mobile placed a collection hold on the account set to expire on April 23, 2016, to allow Ms [redacted] time to remit paymentMs [redacted] accepted this offer as resolutionT-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, INCKimo C [redacted] Executive Response

July 19, 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 July 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Ms [redacted] with regards to our Refer-a-Friend programPlease note that starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive a $prepaid MasterCard card for referring friends and family to open a new postpaid account with T-MobileIt is important to note that along with several qualifying rules for this promotion, customers were to submit a referral online at least hours prior to their friends and family activating their new accountOur records indicate that this was not done and as such Ms [redacted] was not eligible for the promotion On July 10, 2017, in an effort to amicably resolve this matter, T-Mobile issued a bill credit in the amount of $to Ms***’s account for her referral credits; a credit of $was applied for the restocking fees associated with mobile numbers ending in and T-Mobile also applied a credit in the amount of $for android purchases along with a onetime courtesy credit of $for Ms [redacted] due to the inconvenienceThis left the account with a balance of $with a due date of July 29, 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 Cesar R [redacted] Executive Response

June 14, 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 June 2, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountWe are pleased to report that we have resolved this matter to Ms [redacted] ’s satisfaction In Ms [redacted] ’s letter to your office, she indicates that she was not able to use service with her handset in or around her homeWe regret any coverage issues Mrand Ms [redacted] experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability Please note that on March 19, 2017, Mr [redacted] canceled his account when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 17th of one month to the 16th 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, Mr [redacted] was billed for his final statement from March 17, 2017, through April 16, 2017, in the amount of $ Nevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a one-time credit to the account in the amount of $for the charges from March 19, 2017, through April 16, 2017, resulting in an updated balance in the amount of $On June 1, 2017, a payment in the amount of $was remitted to which updated the balance to zeroAt this time, Mr [redacted] ’s account remains closed with a zero balanceT-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 Alyssa K [redacted] Executive Response

March 1, 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 24, 2018, regarding the above-referenced account T-Mobile regrets to hear that Ms [redacted] has continued concerns regarding this matterAs shared in our previous correspondence, on January 29, 2018, Ms***’ handset was unlocked from the T-Mobile network and instructions were provided to complete the processMs***’ handset has been ready for use on any carrier since that date It should be noted that while some carriers utilize GSM technology and others CDMA technology, and that historically handsets were manufactured exclusively for these carriers on these networks, most modern handsets are designed to work with all carriersMs***’ Apple iPhone Plus is one of these handsetsT-Mobile can confirm that Ms***’ unlocked Apple iPhone Plus can be used on any carrier, regardless of the technology the carrier uses However, while Ms***’ handset is unlocked and available for use on any carrier, as a gesture of goodwill, on February 26, 2018, T-Mobile issued a prepaid MasterCard to Ms [redacted] for $to her address of recordMs [redacted] should allow up to fourteen days for Citibank to produce and mail her cardWe ask that upon receipt, Ms [redacted] return her handset to the following address: T-Mobile USA, Inc Attn: Dave [redacted] Menaul BlvdNE Albuquerque, NM We regret 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 Dave [redacted] Executive Response

December 26, 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 December 15, 2017, regarding the above-referenced accountPlease note that the account holder of record is [redacted] T [redacted] and [redacted] is listed as an authorized user on the account T-Mobile regrets learning of Mr [redacted] ’s frustration with his replacement Samsung Galaxy Note By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Ms [redacted] ’s account, this warranty has been extended as she subscribes to the optional Premium Device ProtectionDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of the device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage T-Mobile records confirm that, on October 27, 2017, an insurance claim was approved for a Samsung Galaxy Note on the mobile number ending in ***Further review of Ms [redacted] ’s account indicates that the first T-Mobile was notified of the device overheating was on December 14, It is important to note that Mr [redacted] stated the device had already suffered damage at the time therefore he was referred to [redacted] for replacement options as the warranty was voidT-Mobile regrets any inconvenience this may cause, however we respectfully decline Mr [redacted] ’s request for compensation as this matter is not the result of T-Mobile error 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 [redacted] ext [redacted]

March 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 February 24, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] ***, and that [redacted] is not an authorized user of the accountUpon speaking with Ms***, she stated she was the account holder and provided me with permission to discuss her account details with Ms***T-Mobile regrets any continued concerns Ms [redacted] has experienced regarding our handset promotionsWe 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***’s contact with our sales office or customer careAs previously advised, on September 25, 2015, Ms***’s traAT&T Samsung Nexus S device was not eligible for tracredit but it did qualify Ms [redacted] for the monthly promotional credits of $for the mobile number ending in ***Our records confirm Ms [redacted] received the promotional credits on October 2, 2015, December 8, 2015, December 13, 2015, January 18, 2016, and February 16, It is T-Mobile’s position that Ms [redacted] is being provided with the adequate credits per the promotional guidelinesOn February 25, 2016, T-Mobile emailed Ms [redacted] a copy of our JUMP! On Demand iPhone 6S Updated promotional flyer so that she may read the promotional guidelinesOn February 26, 2016, T-Mobile sent another email explaining that the eligible trade-ins for additional credit are the following: • Monthly Equipment Installment Plan, (“EIP”) payment of $or less: All devices with a travalue of $90.00-$• Monthly EIP payment of $or less: All devices with a travalue of $180.00-$• Monthly EIP payment of $or less: All devices with a trade in value of $or aboveFor example, the travalue of an iPhone is $and customers would receive the $promotional monthly bill credit plus a $additional promotional credit and would pay $for their monthly EIPSome of the eligible devices are the iPhone 6, iPhone Plus, Galaxy S6, and SEdge PlusAs stated in our previous response to your office, Ms***’s traof an AT&T Samsung Nexus S did not qualify her to receive any additional promotional creditIn an effort to amicably resolve this matter, on March 1, 2016, T-Mobile offered Ms [redacted] a $courtesy credit to her account for any misunderstandingT-Mobile is awaiting Ms***’s email response to accept the credit and she may also contact me at the number provided below by April 2, to accept this offerT-Mobile respectfully declines to provide further monthly promotional credits for the iPhone 6S Updated promotional offerT-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

April 19, 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 Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 19, 2016, regarding the above-referenced numberPlease be advised that T-Mobile records indicate the account holder of record is [redacted] and has allowed T-Mobile to discuss this matter with Ms [redacted] who is not authorized on the accountT-Mobile regrets any inconvenience caused to Ms [redacted] in regards to money being debited from her debit card via Auto-Pay from Ms [redacted] ’s prepaid T-Mobile accountPursuant to T-Mobile policy, customers can only sign up for Auto-Pay through their My T-Mobile account as well as directly through our Prepaid Refill Center T-Mobile records indicate that Ms [redacted] ’s prepaid T-Mobile account is not currently signed up for Auto-Pay; therefore, a direct debit is not activeOn April 12, 2016, T-Mobile spoke with Ms [redacted] and advised that her debit card is not set up as an Auto-Pay option on Ms [redacted] ’s accountMs [redacted] understood and was satisfied with the resolutionBased 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, INCCesar R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: nobody reached out to me to assist me with this account, I did have a payment return back in january however that was due to confusion because I had paid with a credit card not knowing they ach'd my account therefore I double paid and when tmobile realized this they issued me a credit of the restoral fees not because they were trying to be nice but because they made a MISTAKE! then they set me up on auto pay and again took me off without me knowing and did not process the payment they were supposed to which is why again they removed the restoral fees because of yet again another mistake made by tmobileAdditionally I did not request all the services you stated I have, I just found out that more services were added to my account without my knowledge and in the last months that I have been calling NOBODY, NOT ONE PERSON could tell me why my bill was sooooooooooo high until I talked to a gentlemen this morning and he was EXTREMELY helpful in explaining exactly where the charges came from and helped me to understand itMy new bill is $and I have an arrangement to pay $on 4/and the remaining $on 4/- my services were again cut this morning after tmobile did NOT process the auto payment I had setup so I hope I dont get an additional $in restoral fees added because I will be highly upset againI dont feel like anyone helped me thru this Revdex.com complaint and all I received was an email that stated a gentleman would call me and he never didHe then sent me an auto reply to my email to him, this is just insane all the problems I have faced in the last months after having service for years with this companySeriously rethinking if I even want to stay with Tmobile Sincerely, [redacted]

January 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: Dr [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 3, 2017, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Dr [redacted] satisfactionT-Mobile regrets any concerns that Dr [redacted] has experienced regarding her accountOur records confirm that on May 1, 2014, Dr [redacted] purchased a Samsung Galaxy ShandsetBy purchasing T-Mobile equipment, Dr [redacted] received a one-year Limited Warranty provided by SamsungPlease note that Dr [redacted] warranty for her Samsung Shas since expired and as such Dr [redacted] was not eligible to receive a replacement handsetAs such, our records confirm that on October 10, 2016, Dr [redacted] upgraded to a Samsung Galaxy ShandsetT-Mobile is pleased to hear that Dr [redacted] now has a working handsetThereafter, on October 31, 2016, Dr [redacted] visited a retail location and took advantage of our “Tablet on Us” offering with the purchase of an Alcatel Pop devicePlease note that qualifying customers who added a new mobile internet line and purchased a qualifying tablet on an interest-free Equipment Installment Plan (“EIP”), qualified to receive –monthly promotional bill credits equal to the cost of the monthly EIP payment of the tablet device, resulting in customers having received the tablet for free at the end of the 24-month EIPWe regret if Dr [redacted] was not properly apprised of the important details of the promotionIt is very important to note that as of the time of Dr [redacted] tablet purchase, T-Mobile provided a 14-day return period which allowed Dr [redacted] to use the equipment to see if it meets her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the new line of service and EIP agreementHowever, our records confirm that through an agreement with the Retail Store Manager, Dr [redacted] return period was extended to December 14, Regrettably, as Dr [redacted] tablet was returned to the store on December 30, 2016, it was outside of the return period and therefore could not be acceptedWe sincerely regret any miscommunication regarding the allotted return periodAs a courtesy to Dr [redacted] , and in an effort to amicably resolve this matter, T-Mobile has removed the remaining balance owed for the Alcatel Pop device, in the amount of $In addition, per Dr [redacted] request, T-Mobile has cancelled the mobile internet line ending in [redacted] and reimbursed all costs incurred for the line ending in [redacted] and the Alcatel Pop device EIP payments, in the amount of $Dr [redacted] revised account balance is $43.51, which is due by January 25, Dr [redacted] confirms that this matter is now resolvedPlease 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 Dr [redacted] 's recent contact with our Customer CareBased 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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I Received Phone Calls Just Before The Tmobile Executives Lunch Break Both TimesI Called Back and Was Forced To Leave A Message Which Was Never Given A Courtesy Call Even Letting Me Know They Received My MessageMaking Me Indicate I'm Being Avoided When I First Applied For TMOBILE Late January I Was Paying Over 90$ For Phone Service Which Was Supposed To Be $Which Doesn't Even Reflect In My RecordsThis Is Absolutely Ridiculous And Will Be Taking Other Actions And Will No Longer Be A Customer With Tmobile If Not Looked Into ASAP

June 26, 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 13, 2017, regarding the above-referenced account We regret any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to work with him in resolving his concerns T-Mobile records confirm that as of May 8, 2016, Mr [redacted] is subscribed to the T-Mobile ONE, promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that under this promotional plan the third line has a cost of $and any additional lines added after the third are $each per monthT-Mobile records indicate that line ending in [redacted] is subscribed to the optional $Premium Handset Protection (“PHP”) featureT-Mobile records indicate that line ending in [redacted] was transferred from an existing T-Mobile account as of May 23, 2017, and due to an inadvertent error the PHP feature did not transfer with the line In an attempt to reach Mr [redacted] at the primary line ending in [redacted] on June 17, 2017, T-Mobile got in contact with [redacted] who is listed as an authorized user on Mr***’s accountMr [redacted] indicated he was driving and agreed to allow the conversation with Ms [redacted] T-Mobile has clarified the T-Mobile ONE promotional plan is advertised as a plan including unlimited voice, messaging, and high-speed data service, plus a variety of Un-Carrier benefits to postpaid customers, with all taxes and fees included in the priceUnfortunately, additional features such as insurance are not included within this plan and result in a charge on top of the quoted $for the plan In order to amicably resolve Ms [redacted] concern T-Mobile has agreed to add the PHP insurance to line ending in [redacted] which has a cost of an additional $per monthT-Mobile records indicate that as of June 18, 2017, Mr [redacted] added a third line of service resulting in a monthly recurring charge of $including the above referenced services Please note that 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 customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayAnother benefit of AutoPay is that it provides customers such as Mr [redacted] who are on the T-Mobile ONE plan the opportunity to take advantage of a $discount per line as long as AutoPay remains activeMr [redacted] may activate AutoPay via myT-Mobile.com 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 Thania R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I have been told at least five times over the last months that I would be fully refunded, yet this has not been done I was always told to wait to business days with no response after waiting that time.I received a call from the Tmobile "Office of the President" on 3/13/ Dianna asked pleasantly if I could return her call and she would call me back at her earliest convenience After numerous attempts on 3/(including within hour of her original call), 3/14, 3/15, 3/16, and 3/I received no responseWhen I phones on 3/20/I got a message stating that Dianna would be out of the office for the entire week of 3/20/There was a number for college of hers Chris that could be reached, but he also never returned any calls.It appears that Tmobile is stating that they wish to resolve this issue, but does not actually want to resolve it or I would have received a call from them.In the written response, they state that I was able to access the network This is true, but the service was bad in most areas and in general I was unhappy with call quality and data coverage I also stated that I was unhappy with the customer service, which was not addressed.I was given contradictory, conflicting, or completely wrong information regarding company policies from nearly everyone I talked to either on the phone, at a store, etc This was the biggest reason that I wished to end my relationship with the company I was told on every occasion, however, that I would receive all money back that I had paid, which has not happened.The written response states that I was sent to collections in February but it was then rescinded This does not tell the whole storyPlease see the attachments including a letter dated 12/24/from tmobile stating that I would be sent to collections if I didn't pay within days This is the that I did not owe them, as admitted in the letter I also attached a letter from convergent debt collection services dated 12/23/stating that I was already in the process of collections, approximately months earlier that Tmobile stated in their responseWhen I called them regarding this I was told that I was not yet sent to collections, but the representative was surprised to hear that I already received a letter from ConvergentI find it unacceptable that I was promised one thing (receiving all money paid back) and then through the course of months and multiple hours of work, I have not yet achieved this If it was not for my work to point out these errors and push for their resolution, my credit and reputation would be tarnished through no fault of my own To me, it is difficult to trust a company that tells me to be patient while their mistakes are being resolved, promises call backs that are never given, refers customers to collections over their company's errors, and promises to refund money and does not do that Sincerely, [redacted]

May 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 April 20, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced regarding his handsetT-Mobile records indicate that on December 2, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device which expired on December 2, Our records show that on November 15, 2016, Mr [redacted] subscribed to our JUMP! feature which provides customers all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period Please be advised that physical damage is not covered under the extended warranty, therefore Mr***’ handset would need to be replaced through the handset insurance before it would be considered eligible for a JUMP! upgradeIt is also important to note that in order to take advantage of our JUMP! upgrade, the account must be in good standingT-Mobile records confirm that on April 12, 2017, Mr [redacted] made a payment in the amount of $The payment covered a portion of Mr***’s billing cycle from February 19, 2017, through March 18, 2017, due April 11, 2017, in the amount of $which included monthly recurring charges, taxes and fees, and a past due amount of $ As we want to ensure that our customers are provided the best experience possible, on May 1, 2017, T-Mobile offered to replace Mr***’s Note with a new Samsung SMr [redacted] has declined our offer due to wanting to us his JUMP! upgradeT-Mobile has set a follow up with Mr [redacted] on May 5, 2017, to process the JUMP! upgrade 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

August 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No[redacted] T-Mobile Prepaid Noxxx-xxx- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 28, 2016, regarding the above-referenced prepaid numberT-Mobile is happy to report we have resolved this matter to Ms [redacted] satisfactionT-Mobile sincerely regrets any concerns Ms [redacted] has experienced regarding her prepaid accountPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, Ms [redacted] refund request on May 3, 2016, was declinedNevertheless, in an effort to amicably resolve this matter, on July 29, 2016, T-Mobile refunded $to the address provided by Ms [redacted] upon speaking with herPlease note it may take seven to ten business days to receive the refund in the form of a prepaid debit cardUpon speaking with MsCanty, she accepted this as resolution to her concernBased 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

Tell us why here January 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 19, 2018, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns that Mr [redacted] experienced with his handset purchase and we appreciate the opportunity to respondOn December 18, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone X 64GB for the line ending ***Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ On December 20, 2017, T-Mobile records confirms, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note 64GB line ending ***Accordingly, Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ Due to an inadvertent error, Mr [redacted] ’s original order was never fully processedPlease note, on January 9, 2018, Mr [redacted] received a full refundHowever, on January 12, 2018, T-Mobile placed another for Mr [redacted] wherein he was required to agree to the EIP terms and conditions via email, regretfully the agreement was not signed within the hour time frame which resulted in the order being cancelledFinally, on January 17, 2018, T-Mobile re-ordered the handsets and Mr [redacted] was instructed to accept the EIP terms and conditions via email In an effort to amicably resolve this matter, on January 17, 2018, T-Mobile applied a bill credit of $representing the balance on Mr [redacted] ’s December 19, 2018, billing statementThis credit brought the account balance to zeroIn addition, T-Mobile will apply a bill credit of $at the time the handsets are activatedWe regret 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 [redacted]

November 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 November 25, 2016, regarding the above-referenced accountT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] was having issues with her serviceAs Ms [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayLikewise, T-Mobile regrets Ms***’s concerns regarding the return of her T-Mobile Signal Booster devicePlease note that the T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their homeThe Signal Boosters are T-Mobile owned devices and are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the accountOur records indicate that on July 25, 2016, Ms [redacted] was provided with a T-Mobile 4G LTE Signal BoostersAt that time, Ms [redacted] was assessed a $depositAs Ms [redacted] mentions in her letter to your office, on September 28, 2016, her account was canceled per her requestWhen an account becomes canceled and there is a T-Mobile Signal Boosters in use on the account, T-Mobile automatically sends a return label for the return of the device as to avoid a non-return feeRegretfully, Ms [redacted] did not receive the return labels sent to the address on fileAccordingly, T-Mobile agreed to provide a return label via emailAs the device had not been received timely, Ms [redacted] was assessed a $non-return fee and applicable taxesHowever, we are pleased to report that on November 25, 2016, T-Mobile waived the $non-return fee to zero as the return tracking number for the Signal Booster had been receivedAdditionally, T-Mobile issued a $refund to Ms [redacted] which is equal to the above mentioned $depositPlease allow seven to ten business days for deliveryIt is important to note that Ms***’s account remains closed with a zero balanceT-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, INCAlberto V [redacted] Executive Response

April 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 April 3, 2017, 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 letter T-Mobile appreciates the opportunity to respond to Ms [redacted] regarding her account concernsOur records reflect that Ms [redacted] activated her service on July 2, 2016, and attempted to take advantage of our Carrier Freedom offering whereby not only are early termination fees reimbursed, but also accelerated equipment installment balances up to $per deviceThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceAs can be expected, there are several eligibility requirements; some of these requirements were met and others were notPlease note that as this is a reimbursement program T-Mobile recommends that Ms [redacted] make arrangements for payment with her other service provider T-Mobile records reflect that Ms [redacted] traded in an iPhone 6s Plus 16GB and received a trade in credit in the amount of $355.00, which was applied to her T-Mobile account on July 21, Per the promotional requirements, a copy of Ms [redacted] ’s previous carrier’s final billing statement was required in order to qualify for any remaining reimbursementUpon further review, T-Mobile was unable to locate any submission of Ms [redacted] ’s previous carrier’s final billing statement and as such, no additional reimbursement was processed T-Mobile records indicate that the mobile number ending in subscribes to our JUMP! featureJUMP! provides customers like Ms [redacted] all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodT-Mobile records indicate that Ms [redacted] qualifies for our JUMP! offering however, based on her personal credit she is required to make a down payment at the time of purchase when financing a device on EIP Please note that Ms [redacted] is eligible add up to four additional lines of service with no deposit requiredIt is important to note that in order for customers to add an additional line of service or take advantage of our EIP offering her account must be current and in good standingUpon a review of Ms [redacted] ’s account T-Mobile could not locate any record of her being declined to add an additional line of service As a gesture of goodwill T-Mobile will allow Ms [redacted] to submit a copy of her previous carriers billing statement reflecting the final equipment balance owed to process her Carrier Freedom reimbursementShould Ms [redacted] choose to accept this offer or if she has any additional questions she may contact me directly at the phone number listed belowPlease note that T-Mobile will honor this offer up to days from the date of this letterShould Ms [redacted] like to add an additional line of service or take advantage of our JUMP! features she may contact T-Mobile at 800-937-or visit a T-Mobile retail locationT-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 Robert R [redacted] Executive Response

Complaint: [redacted] Dear Sir/Madam:I apologize for not being able to response this complaint due to travellingI found the case has been closed and I am not able to add my responseSo I would like to response through emailThe explanation of root cause from T-Mobil is inaccurate: “According to our records, on November 1, 2016, Mr [redacted] activated the mobile internet line ending in ***On November 23, 2016, Mr [redacted] activated the voice line ending in ***Please be advised that the line ending in [redacted] is an add-on-line on the account and it is charged an additional $per monthThe mobile internet line ending in [redacted] is subscribed to our Simple Choice North America MI GB rate plan for $per monthRegrettably, Mr [redacted] is only eligible for the Friends and Family lines On Us promotion under the mobile internet line ending in ***, as the line of service ending in [redacted] was not activated during the promotional timeframeNonetheless, a review of the account confirms that both lines were successfully enrolled into the Friends and Family lines On Us promotion“My response: The line ending [redacted] was purchased and activated together with the line [redacted] through calling T-mobil representative within promotion periodOf cause, I have to wait for the sim cards mailed by T-mobil to me in order to physically activating my phoneThere is no way for me to physically activate the phone without sim card on the same day when I added the lineFurthermore, I called T-mobil on Dec 22, and Jan and all representatives told me that I was in the two line free promotionI agreed with the resolution proposed if my understanding is correct, i.e., the total monthly cost for the plan should be $+ fee + tax (excluding equipment cost), and Tmobil representative called me and she was very niceI satisfy with the outcomeHowever, I need to wait the next monthly bill for confirmationI will update you the outcome once the next monthly bill is available Thank you so much for your help and sorry for this late response.Best regards, [redacted] **

September 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 14, 2017, regarding the above-referenced account We are pleased to report that we have resolved the matter to [redacted] satisfaction T-Mobile records confirm that [redacted] is using a non-T-Mobile device It should be noted that while an unlocked device from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers Historically, the basic functions of the unlocked devices worked on our network; however, certain advanced features may work sporadically or not at all We regret any inconvenience [redacted] has experienced For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device However, as a gesture of goodwill, on September 17, 2017, T-Mobile issued two T-Mobile branded devices to [redacted] at no cost We regret any inconvenience to [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 David T [redacted] Executive Response

I'm writing you to let you know that the complaint [redacted] has been meanwhile positively resolved by the companyI thank you for being there, as without you I'm sure the company wouldn't have responded so fast and favorably to me Regards, [redacted]