T-Mobile USA

February 11, 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 January 31, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding our recent popromotionPlease 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***’s contact with our Customer Care department From September 16, 2016, through January 21, 2017, T-Mobile was offering select accounts a $credit when they ported in a new line of service to T-MobileCustomers were supposed to redeem the credit by contacting our Advantage Direct team via a phone call to activate the offerA $credit for each line ported in would then apply to the T-Mobile account after two to three billing cycles passed T-Mobile records indicate on October 10, 2016, Mr [redacted] activated his T-Mobile account and ported in four lines of serviceT-Mobile records indicate Mr [redacted] contacted T-Mobile to gain assistance with redeeming this promotion and due to an administrative error, he was not advised of the necessary steps to take in order to redeem the offerT-Mobile regrets this error In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $to Mr [redacted] for the above-referenced promotionAs a courtesy to Mr***, we issued the credit in the form of a prepaid refund card that was mailed to his address and should be received within ten business daysMr [redacted] indicated this resolves his concerns to his satisfactionT-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 Jennifer G [redacted] Executive Response

August 16, 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 August 11, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding a charge for her additional line of serviceT-Mobile records indicate on January 24, 2014, Ms [redacted] activated her T-Mobile account with her line ending in [redacted] and subscribed to our Simple Choice Unlimited Talk and Text plan for $per month for one line of serviceOn January 31, 2015, Ms [redacted] activated a second line of service ending in [redacted] and the rate plan was changed to our Simple Choice Unlimited Talk, Text and Data promotional plan for $per month for the first two lines of service with each additional line of service being $per month plus applicable taxesOn June 20, 2016, Ms [redacted] activated a third line of service ending in [redacted] under the above-referenced promotional rate planAccordingly, Ms [redacted] account began to be billed an additional $per monthT-Mobile regrets any confusion around the rate plans monthly charges for three lines of serviceOn August 11, 2016, T-Mobile credited the account $on Ms [redacted] billing statement with the due date of August 22, Ms [redacted] account currently reflects a balance of $which is due by August 22, In a continued effort to resolve Ms [redacted] concerns an additional $credit plus tax will be issued toward her billing statement with the due date of September 22, A follow up will occur on the account when the billing statement has generatedMs [redacted] agreed to this offer as a resolution to her concernsGoing forward Ms [redacted] monthly access charges are expected to be $per month plus applicable taxesT-Mobile regrets any inconvenience this may have caused 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, INCCesar R [redacted] Executive Response

January 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] [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 30, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Ms***’s satisfaction T-Mobile regrets that Ms [redacted] experienced any concerns with our service and receiving voice messages Ms***’s address of record is located in an excellent T-Mobile coverage area and our engineering team investigated Ms***’s concerns and confirmed that there are not any issues affecting the towers that she registers to while at this address Ms [redacted] indicated that the area that she is experiencing dropped calls, missed calls and missed voice mails occurs while she is located in a non-T-Mobile coverage area Please be advised that if a customer is in an area that T-Mobile does not provide sufficient service, the handset may not ring if a customer is receiving an incoming call as our network is unable to deliver the call due to the coverage area and the voice message notification will not be sent until the customer is in our service area again T-Mobile regrets any inconvenience that Ms [redacted] may have experienced Please be advised that T-Mobile does not guarantee coverage in all locations T-Mobile records show that Ms [redacted] participated in our Handset Upgrade Program on May 17, 2015, June 28, and again on October 1, with the purchase of two Apple iPhone Plus handsets on May 17, 2015, another Apple iPhone Plus handset on June 28, and an Apple iPhone 6S handset on October 1, T-Mobile records show that Ms [redacted] elected to pay for the handsets with our Equipment Installment Plan (“EIP”) On May 17, 2015, Ms [redacted] was not asked to make a down payment and she agreed to pay monthly installments in the amount of $per handset On June 28, 2015, Ms [redacted] was asked to make a down payment in the amount of $and she agreed to pay monthly installments in the amount of $per month Finally, on October 1, 2015, Ms [redacted] was asked to make a down payment in the amount of $and she agreed to pay monthly installments in the amount of $ As of the time of Ms***’s handset purchases, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it met her needs If the equipment, or our services, were not acceptable, the handsets 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 purchases T-Mobile records do not indicate that Ms [redacted] requested to return the handsets during the return periods As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile advised Ms [redacted] that we will provide her through February 3, to return the handsets, and accessories that she received with the handsets, in like new condition to my attention to the address below to have the remaining EIP balances credited [redacted] 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 us We ask that Ms [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsets Please be advised if the full kit is not returned; such as the charger, a $restocking fee will be deducted from the credit for the EIP balance per handset T-Mobile advised Ms [redacted] that we do not require that she return the headsets that were provided with the handsets Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the damaged handset (s) will be returned to Ms [redacted] and the EIP balance associated with the damaged handset will then be considered valid and owed Ms***’s account utilized 21,airtime minutes, sent and received 4,text and picture messages and used 17,megabytes (“MB”) of data from September 20, through January 3, 2016; which indicates that she received the benefit of our services As a gesture of goodwill, a $credit was issued to Ms***’s account on December 11, when she contacted Customer Care to report concerns with her services Ms***’s account was cancelled on January 6, when her mobile numbers were ported to another service provider As of January 12, 2016, Ms***’s account reflects a zero balance Ms***’s final billing statement will be dated January 19, and this billing statement will include the final EIP balances, which T-Mobile will credit upon receipt of the handsets mentioned above; provided all parts are returned and the handsets are free of any physical or liquid damage As a courtesy, T-Mobile also agreed to credit any additional monthly access charges that may be billed to the final billing statement T-Mobile appreciates Ms***’s business and we regret any inconvenience that she 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 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 Ally Y [redacted] Executive Response

February 23, 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 20, 2017, regarding the above-referenced account 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 recent contact with our Customer Care T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding the billing on his accountT-Mobile records confirm on November 28, 2016, Mr [redacted] ordered a Samsung Galaxy Tab E using T-Mobile’s Equipment Installment Plan (“EIP”) offering and also purchased a SIM starter kitMr [redacted] was not required to remit a down payment for the tablet but did pay $up front for the taxes and the SIM starter kitFurthermore, Mr [redacted] agreed to monthly installments of $per month for the tabletRegretfully, T-Mobile has no record of receiving this device back within the day return period T-Mobile records confirm the account was activated on December 9, 2016, with six active linesPlease note Mr [redacted] requested the cancellation of his account on December 19, 2016, but due to an inadvertent administrative error the account was not cancelled until January 18, As a result of the account remaining open, Mr [redacted] received a billing statement in the amount of $produced on January 10, 2017, that was due on February 2, Please note this statement was credited in full by T-Mobile on February 15, Additionally, on February 10, 2017, Mr [redacted] ’s final billing statement was produced in the amount of $This represented the above referenced EIP charges for the Samsung Galaxy Tab E that T-Mobile has no record of receivingT-Mobile views this balance as valid and owed Nevertheless, in an effort to amicably resolve this matter, on February 22, 2017, T-Mobile applied a credit in the amount of $to the accountThe account will remain closed with a zero balanceFurthermore, T-Mobile refunded Mr [redacted] $for the payment he remitted up front to the billing address on file in the form of a prepaid debit cardPlease be advised it may take up to ten business days to receive the refund via mail 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 Zachary S [redacted] Executive Response

April 5, 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 March 31, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] canceled his T-Mobile service and any inconvenience experienced by him regarding his account balance concerns T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] was transferred to another service provider on December 27, The arrangement to transfer the line of service was made directly with Mr***’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Mr***’s new wireless service provider took control of itIn reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on Mr***’s account on February 17, 2017, when Mr [redacted] contacted T-Mobile As Mr***’s mobile number ending in [redacted] remained active until February 17, 2017, he was assessed his monthly recurring chargesAs Mr [redacted] was subscribed to AutoPay feature, his balance was automatically withdrawn from his financial institution Furthermore T-Mobile records indicate on March 18, 2017, Mr***’s payment remitted on January 4, in the amount of $and his payment remitted on February 4, in the amount of $were both returned as unpaid However in an effort to amicably resolve this matter, T-Mobile has agreed to credit Mr***’s balance in fullAs such, T-Mobile has applied a credit in the amount of $Mr***’s account remains closed with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

June 16, 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 4, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his T-Mobile accountT-Mobile records confirm Mr [redacted] cancelled his services with T-Mobile by transferring his number to another provider on January 21, In addition, T-Mobile records indicate that the payment Mr [redacted] made to his account on February 28, 2017, in the amount of $was returned to T-Mobile as unpaid on March 14, The reason provided to T-Mobile by the financial institution was that the payment was unauthorized by the checking account holder Mr [redacted] was notified regarding his outstanding balance through late notices in an effort to collect the debt prior to the referral of the account to a third-party collection agencyOn May 7, 2017, after unsuccessful attempts to collect on the outstanding balance, Mr [redacted] ’s account was referred to a third-party collection agency, AmSher, with the outstanding balance of $557.88, which includes the returned payment and associated returned payment fee of $20.00, and a one-time collection fee of $ On June 6, 2017, T-Mobile received a payment received in the amount of $from AmSher, leaving Mr [redacted] ’s account balance with T-Mobile in the amount of $consisting of a returned payment fee of $20.00, and a collection fee in the amount of $ Upon speaking with Mr [redacted] , on June 7, 2017, T-Mobile advised Mr [redacted] although it is T-Mobile’s position that the outstanding balance is valid and owed, in an effort to amicably resolve the matter, T-Mobile issued a one-time account credit in the amount of $for the valid returned payment fee and collection feeAdditionally, Mr [redacted] ’s account will be removed from the outside collection agency and any negative reporting will be removedPlease note this can take up to days to reflect on Mr [redacted] ’s credit reportPursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concernsT-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 Adrianne F [redacted] Executive Response

April 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & ***ern 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 14, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concern to Mr [redacted] in regards to his refundPlease be advised that on December 21, 2016, Mr [redacted] ported his mobile number ending in out to another carrier, thereby, closing his accountOn that same date, Mr [redacted] did return his Apple iPhone he had leased on T-Mobile’s JUMP! On Demand (“JOD”) optionAccordingly, Mr [redacted] was refunded his monthly lease payments leaving a credit balance of $on the account T-Mobile records confirm that on March 12, 2017, Mr [redacted] contacted Customer Care in regards to the refund of the credit of $to close his accountPlease be advised that as of that date, T-Mobile has been working diligently with Mr [redacted] to assist him with the refundHowever, as his associated credit card in which his monthly payments were received from was closed, as well as the respective checking account; T-Mobile was unable to process the refund However, as of April 16, 2017, T-Mobile has been able to refund Mr [redacted] the $to a checking account with details he has providedPlease allow to hours from the date of this letter for receipt via electronic depositT-Mobile regrets any convenience 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 Oscar T [redacted] Executive Response

June 8, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** 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 correspondencedated June 1, 2015, regarding the above-referenced account We are pleased to report that Mr***’sconcerns have been resolved to his satisfaction AtT-Mobile, we bill customers based upon information obtained directly from thecustomer's System Identifying Module (“SIM”) card, which is located inside thehandset The SIM card is unique to thecustomer and when a call is made or received the SIM card goes through anauthentication process with the wireless network Once the authentication process is completed,the SIM card information is registered in the network and utilized for billingpurposes To further authenticate a callT-Mobile also records the serial number that is unique to the handset and islocated on the back of the handset (International Mobile Equipment Identifieror IMEI) T-Mobile has reviewed the SIMcard and IMEI number for the disputed calls on Mr***’s account and hasconfirmed that they are valid as they match those of undisputed calls T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plansthe largest global data coverage area included at no extra charge This global freedom was automatically addedto qualifying Simple Choice plans andis available in over countries and destinations (see www.t-mobile.com/internationalfor participating countries) Pleasenote, there is no need to for customers to add a separate feature or service tothe account before they travel if they are subscribed to a qualifying rate planWith T-Mobile's SimpleGlobal offering, customers have unlimited web at standard speeds ofapproximately 128Kbps These speeds aregreat for web browsing, email, social networking and occasional use of certainfeatures like GPS and maps However,should a customer feel these speeds are not sufficient; higher-speed datapasses are available for purchase when travelling abroad Additionally, voice calls back to the U.S.and to Simple Global countries are a flat rate of $per minute, whileunlimited text messaging is included at no cost It is important to note that users traveling to a countryoutside of Simple Global coverage will incur text charges at $per messagesent or received and data roaming charges at our standard World Class rates of$15/MB (plus taxes & fees) Voice chargesvary by country, and as such, T-Mobile recommends that customers visitwww.t-mobile.com/international before they travel to see specific countryratesPlease be advised that on January 1, 2015, Vietnam implemented aregulation that requires a substantial increase in the wholesale rate that allVietnamese telecommunication service providers must charge As a result of this change, Vietnam wasremoved as an active participating party in our Simple Global offering Dueto this change imposed by the Vietnamese government, customers are now charged$per minute for calls while roaming in Vietnam, plus applicabletaxes Upon review of Mr***’s billing statement dated March 22, 2015, Mr.***’s mobile number ending in [redacted] incurred a total of $forinternational long distance tolls while in Vietnam Upon further review of Mr***’s account, our records confirm that Mr.***’s billing statement dated April 22, 2015, included $ininternational tolls for his mobile number ending in *** Please be advised that a total of international roaming minutes wereused between the two above mentioned billing statements T-Mobile records confirm that on April 9, 2015, Mr [redacted] contactedCustomer Care in an effort to dispute charges associated with internationaltolls Our records confirm that Mr***was advised that the per minute charge while in Vietnam is $5.99, however in aneffort to resolve Mr***’s concern, Customer Care offered a one-time courtesycredit if $ Our records confirmthat Mr [redacted] accepted this offer Accordingly, Mr***’s account was credited$120.31, and his balance was then updated to reflect $508.02, which was due byApril 15, T-Mobile regrets if Mr [redacted] feelsthat the previously accepted offer of compensation is not sufficient However, as per section of T-Mobile’sTerms and Conditions of service dated October 20, 2013, upon acceptance of acredit, refund, or other compensation or benefit to resolve a disputed bill orcharge, that customer agrees that the issue is fully and finally resolvedHowever, on June 1, 2015, T-Mobile contacted Mr [redacted] in an effort toamicably resolve his concerns, please note that Mr [redacted] requested that we workwith his wife, [redacted] *** It isimportant to note that Mr [redacted] previously designated Ms [redacted] as an authorizeduser of the account Pursuant to Mr***’s request, T-Mobile contacted Ms***, andalthough it is T-Mobile’s position that all international charges are valid,T-Mobile offered to recalculate Mr***’s account for international tollswhile in Vietnam, which resulted in a $courtesy credit T-Mobile also advised Ms [redacted] of the changesimposed by the Vietnamese government, and advised that going forward, until achange is made by the Vietnamese government T-Mobile will continue to charge$per minute Please be advised thatMs [redacted] accepted our offer as a resolution to their concern As such, a one-time $credit was appliedto Mr***’s account, bringing his balance to $377.12, of which $isconsidered past due Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

Thanks I tried replying several time to you guys that I am satisfies with how the business handled this issue, but your Complaint Management portal is very unfriendly and I couldn't figure out how to reply

August 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter In Mr***’s letter to your office he outlined concerns regarding the return of a Personal CellSpot RouterT-Mobile regrets any inconvenience this matter may have caused Mr***The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their capable deviceIt is like having a tower in one's house and is now available at no additional costOnly one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their homeThe CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over as compared to other network traffic which ensures consistent and clear quality phone callsThis router is available for our customers to use as long as they remain a T-Mobile customer T-Mobile records confirm that on July 14, 2017, the CellSpot Router was received at our warehouseAs such the CellSpot Router has been removed from Mr***’s account 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 James H [redacted] Executive Response

September 2, 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 August 29, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with making payments toward her accountT-Mobile records confirm that on March 29, 2016, Ms [redacted] made a payment of $to her account with a checkThis payment left Ms [redacted] ’s account at the time with a credit balance of $Further records confirm that on March 31, 2016, Ms [redacted] contacted Customer Care and advised that she had overpaid her account and during this call she requested a refund of $On April 2, 2016, the above payment was returned to T-Mobile as unpaid and therefore the payment was removed from Ms [redacted] ’s account and her request for refund was declinedIt is important to note that Ms [redacted] ’s account is billed in advance and her billing cycle runs from the 19th of the month to the 18th of the following month with payment due on the 11th of the month thereafterPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipIn reviewing Ms [redacted] ’s account, our records confirm that she had set up several payment arrangements which were not metOn April 7, 2016, Ms [redacted] contacted Customer Care and set up a payment arrangement wherein she agreed to pay $on April 21, 2016, and a second payment of $on May 5, Our records confirm that the April 21, 2016, payment of $was successfulHowever, on May 4, 2016, Ms [redacted] contacted Customer Care via our Live Chat, and pursuant to her request the payment method was removed for the second payment of $120.41, which was due on May 5, As such, Ms [redacted] ’s above payment arrangement failed and on May 7, 2016, her account was suspendedAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsOn May 8, 2016, Ms [redacted] contacted Customer Care and set up another payment arrangement wherein she agreed to pay $on May 11, Our records indicate that on May 11, 2016, Ms [redacted] ’s financial institution rejected the payment for insufficient fundsOn May 12, 2016, Ms [redacted] contacted Customer Care and successfully made a payment of $to avoid suspension of her accountAgain on May 12, 2016, Ms [redacted] contacted Customer Care and pursuant to her request another payment arrangement was set up wherein she agreed to pay $141.90, on May 22, Our records confirm that payment was not made on May 22, 2016, as agreed and therefore, on May 24, 2016, Ms [redacted] ’s account was fully suspended for non-paymentOn May 25, 2016, Ms [redacted] remitted payment through our automated system in the amount of $99.01, restoring service to her accountAdditional records confirm that on June 14, 2016, Ms [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $on June 28, 2016, and $on July 12, Our records confirm that both payments were received on the specified due datesFurther review reflects that on July 15, 2016, Ms [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $on July 29, 2016, and $119.86, on August 12, On July 22, 2016, Ms [redacted] ’s July 12, 2016, payment of $was returned as unpaidFurther records indicate that the July 29, 2016, payment arrangement was not metAs such, on August 1, 2016, Ms [redacted] ’s account was again suspended for non-payment, wherein she was unable to place outbound callsOn August 3, 2016, Ms [redacted] called our automated system and set up a two part payment arrangement wherein she agreed to pay $on August 10, 2016, and $on August 24, Our records indicate that when we attempted to process the $payment on August 10, 2016, Ms [redacted] ’s financial institution rejected the payment for insufficient fundsAs such, Ms [redacted] ’s account was suspended on August 13, 2016, for non-paymentOn August 13, 2016, Ms [redacted] contacted Customer Care and remitted payment in the amount of $158.09, and her service was restoredAdditional records indicate that on August 13, 2016, Ms [redacted] set up a payment arrangement wherein she agreed to pay $on August 25, Our records confirm that on August 25, 2016, we attempted to withdraw the payment of $However, the payment was rejected for insufficient fundsAs such, Ms [redacted] ’s payment arrangement failed and therefore on August 28, 2016, her account was cancelled for non-paymentOn August 28, 2016, Ms [redacted] contacted Customer Care and remitted payment for $158.08, restoring service to her accountAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Ms [redacted] ’s account was suspended due to non-payment, she was assessed a valid $restore from suspension fee each time her account was restoredAs such, it is T-Mobile’s position that the restore from suspension fees which were assessed to Ms [redacted] ’s May 2016, June and August billing statements, totaling $including tax, are validPlease 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 informationWe apologize if any of our representatives failed to do so while assisting Ms [redacted] In an effort to amicably resolve this issue, we have applied a credit of $to her account for one-half of the restore fees and taxesThis credit reduced Ms [redacted] ’s balance to $131.99, and she may verify this by visiting www.T-Mobile.comBased 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 [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I called Miss Diana J [redacted] many times leaving voicemails and I also wrote her to let her know that precisely it's the handset or SIM or number they're trying to reach that is unavailable ! Their stubbornness to accept the issue but continue to call on that out of use number seem to be done on purpose I also advise Miss J [redacted] that I had already paid my February bill before she claimed to have credited any kind of amount on itHence there is absolutely no credit from T Mobile on my account as it was already paid in full by myself for the month in dispute And last but not least Miss J [redacted] technical advices are the same that I went through with T-mobile online support previous to my complaint with the Revdex.com (as stated on Trouble ticket [redacted] ) I am copying my email exchange with T mobile executive Diana J [redacted] here : Feb at 1:AM Dear Diana as I wrote to the Revdex.com the handset registered with the number ending in [redacted] is not working properly, either due to a problem with the handset or with your network (or your local partners), or the SIM card, hence calling that number will most likely send you to a voicemail or a big void (I also sent you an email providing you with a local phone number so you could reach me at any given moment- you might have skipped it) As you advertise your company as a service provider with uninterrupted service in a certain number of countries (including France) you should advertise also the fact that you don't guarantee the service I bought the handset in prevision to my trip (unfortunately due to a terminal illness ending in my mother's passing) to avoid any issue related with an outdated equipment I performed all the actions you recommend on my first contact with your Support team and none brought the connection to the service back into my phone This situation has been constant now for over weeks and I am still loosing business due to the impossibility for me to carry a US phone and number around with me I appreciate that you gave me a credit for this month of usage (that for your information I had already paid on 01/30/) I am not enjoying due to a problem related to either your handset, network or SIM card but in all cases YOUR company ! I would now appreciate a viable solution that brings some connectivity into my world I am hours ahead of CST and you can contact me through + [redacted] so we can discuss a real solution not another advice on how to setup my phone in the same way your support service had me doing it over and over weeks ago Regards [redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] February 9, VIA EMAIL [redacted] @yahoo.com Dear Mr [redacted] , T-Mobile is in receipt of your correspondence to the Revdex.com regarding your international coverage concerns I attempted to reach you on the mobile number ending in *** Unfortunately, the line went straight to a busy signal I also realized that it is very early in [redacted] , and if you are still there, I did not want to wake you up I wanted to advise you that I have credited the balance on the account, $69.89, for the billing cycle charges that are due on February 17, 2016, bringing the account to a zero balance I have followed up with our engineering department as well They have advised that they were able to determine that your handset is provisioned correctly, and is not showing any errors connecting to the network Unfortunately, T-Mobile is unable to guarantee coverage in all areas when roaming on other carrier’s networks They did recommend to power down your handset, check and verify if your device is on auto to register back on the carrier’s network and test your SIM card with a good known device to see if the same errors occur with it It could also be the carrier’s cell equipment, signal or congestion issues while on their network Please let me know if you need any instructions on how to set the handset to auto register and I can send you instructionsI appreciate your time and look forward to speaking with you Thank you, [redacted] J [redacted] SrSpecialist Executive Response 1-877-290-ext [redacted] M-F, MST 8:30a.m.-5:00p.m Sincerely, [redacted]

August 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 July 28, 2016, regarding the above-referenced accountT-Mobile regrets hearing of Ms***’s concerns with her equipment insurance claim and the non-return fee assessed to her accountT-Mobile records confirm that Ms***’s mobile number ending in [redacted] was enrolled in the Premium Handset Protection (“PHP”) for the periods from February 1, 2015, through August 2, 2016, when she removed it via myT-Mobile.comFurther review confirms that on April 30, 2016, Ms [redacted] contacted the insurance company Assurant Solutions, Inc(“Assurant”) to file a claim for physical damage on the Samsung Galaxy Note device used under her mobile number ending in ***Further review confirms that after Ms [redacted] remitted payment for the required deductible, Assurant approved the claim with claim ID number and a replacement device was shipped to Ms***Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time a claim is processedRecords confirm that on Ms***'s account her billing statement dated July 17, 2016, was assessed a non-returned fee in the amount of $by AssurantIn reviewing Ms***’s concerns and correspondence, T-Mobile has confirmed the return of the equipment and on July 30, 2016, a credit in the amount of $was issued to Ms***’s accountMs***’s account currently reflects a balance in the amount of $due by August 9, Please be advised that the credit will be balance impacting once Ms***’s billing cycle closes on August 16, T-Mobile has taken precautionary measures to prevent Ms***’s account from suspension by placing a hold on collections through August 24, T-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, INCMaggie R [redacted] Executive Response

January 18, 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 15, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Ms [redacted] ’s concerns have been resolved to her satisfactionT-Mobile regrets any inconvenience Ms [redacted] experienced in regards to her handset replacementT-Mobile records indicate that on December 15, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Zhandset and a Samsung Galaxy Avant handsetAt the time of Ms [redacted] ’s purchase, she was not required to make a down payment for either handset; however, she agreed to pay $70.73, which is for the taxes on the full retail price of both handsetsMs [redacted] then agreed to a series of monthly installments in the amount of $for the Sony Xperia Zand $for the Samsung Galaxy Avant, which appeared on the first bill following the purchase of the deviceT-Mobile records confirm that at the time of purchase, Ms [redacted] added the JUMP! Bundle feature to her mobile number ending in The JUMP! feature provides Ms [redacted] all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of tradiher 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 deviceIt is important to note that all enrolled customers receive an informational packet from Assurant Solutions Inc., the provider of Ms [redacted] ’s insurance, detailing their terms and conditions as well as any deductibles required at the time of an insurance claimOn March 28, 2015, Ms [redacted] processed an insurance claim for her non-working handset, through Assurant Solutions, IncAt the time of Ms [redacted] ’s claim, she was required to pay a deductible of $175.00, and a replacement Sony Xperia Zhandset was mailed to herT-Mobile records indicate that on January 4, 2016, Ms [redacted] filed a claim with Assurant Solutions, Incfor the Sony Xperia Z3, citing physical damage to the LCD screenUnfortunately, Ms [redacted] did not complete the claim by making payment for the $deductible, but instead disputed the deductible, stating that she was not aware of the deductible prior to the callTherefore, no replacement handset was sent to herIt is T-Mobile’s position that Ms [redacted] was made aware of the deductible prior to the second claim that was processed, and deems the deductible as valid and owedNevertheless, as a courtesy to Ms [redacted] , and in an effort to amicably resolve the matter, on January 11, 2016, T-Mobile applied a courtesy credit of $168.02, to Ms [redacted] ’s T-Mobile account balance, for the billing cycle charges from November 17, 2015, through December 16, 2015, reducing the account to a zero balanceMs [redacted] may complete her claim and pay the $deductible, by contacting Assurant Solutions, Incat, 866-866-It is important to note that by purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on November 19, 2015, for her Samsung Galaxy Avant handset, on the mobile number ending in ***As Ms [redacted] did not have insurance on the mobile number ending in ***, she was required to pay a service warranty processing fee, in the amount of $20.00, plus applicable taxes, which was charged on the following billing cycle, dated December 17, In an effort to amicably resolve the matter, on January 3, 2016, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s accountAdditionally, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s remaining EIP balance on the Samsung Galaxy Avant, reducing the EIP to a zero balanceMs [redacted] has accepted this as a resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

January 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 December 31, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding equipment charges billed to his accountPlease 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***’ contact with our Customer Care departmentT-Mobile records indicate on October 20, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG VdeviceThe EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceMr [redacted] can make additional payments at any time which will reduce the number of payments required or pay the total balance in full at any timeAt the time of purchase, Mr [redacted] was asked to make a down payment of $and pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $Please note that when a customer initiates an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cyclePlease be advised that Mr***’ account is billed in arrears, as such the monthly billing statements reflect services provided during the prior monthMr***’ October 21, 2016, billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from September 21, 2016, through October 20, On November 18, 2016, T-Mobile received a payment in the amount of $T-Mobile does not have record that we received a request for this payment to apply towards Mr***’ LG Vdevice EIP agreement and regret any confusion on this matterMr***’ November 21, 2016, billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from October 21, 2016, through November 20, On December 9, 2016, Mr [redacted] initiated a payment in the amount of $towards his LG Vdevice EIP agreementOn December 18, 2016, T-Mobile received a payment in the amount of $These payments impacted the balance on the account in the amount of $and left a credit balance of $That same day, due to an inadvertent error, an additional payoff in the amount of $was initiated for Mr***’ LG Vdevice EIP agreementMr***’ December 21, 2016, billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from November 21, 2016, through December 20, 2016, and the two LG Vdevice EIP agreement paymentsAs Mr***’ account carried a credit balance of $239.58, the amount appearing owed on his monthly billing statement was in the amount of $In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $This adjustment impacted the account balance in the amount of $and leaves a remaining balance of $T-Mobile advised Mr [redacted] that a response to your office will be completed prior to an updated billing statement being sent and he advised this was acceptable in lieu of an updated monthly billing statementMr [redacted] was provided with the below number and extension for his recordsT-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, INCJennifer G [redacted] Executive Response

September 26, 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 September 19, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] is designated as an authorized user of the account under his full name [redacted] We regret Mr [redacted] ’s experience with our Father’s Day Tablet On Us promotionFrom June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can receive an eligible tablet on us when signing up for a GB or higher Mobile Internet (“MI”) rate plan and purchasing the tablet on an Equipment Installment Plan (“EIP”)T-Mobile records indicate that on June 16, 2016, Mr [redacted] qualified for and took advantage of our EIP offering and the promotion referenced above with the purchases of two eligible LG G Pad X tabletsEIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsBased on the above-referenced promotion at the time of Mr [redacted] ’s purchase, he was not required to make a down payment; however, he agreed to pay $38.40, which is for the taxes on the full retail price of the equipmentMr [redacted] then agreed to a series of monthly installments in the amount of $per tabletTo be eligible for the promotion, Mr [redacted] was required to make a purchase on EIP, activate a MI line, and submit for a rebate on the site T-Mobile.com/promotionsUpon meeting these requirements, within eight weeks of the online submission Mr [redacted] would receive a prepaid rebate card of $per tabletPlease be advised however no submission for the rebate cards was receivedPlease 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 retail location and Customer CareIn an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile will allow Mr [redacted] to return his two tablets directly to my attention within days of the date of this letter at: Executive Response Attention: Kimo C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the tablets, T-Mobile will apply a credit to the account in the amount of $for the previously paid EIP monthly installments and taxes for the initial tablet purchasesT-Mobile recommends that Mr [redacted] return the tablets via a traceable carrier and request a tracking number when shippingT-Mobile has also cancelled each corresponding MI tablet line ending in [redacted] and ***Furthermore, we have waived and credited the remaining EIP balance of the two tablets reflected on Mr [redacted] ’s billing statement dated September 11, 2016, totaling $Along with $in shipping credit to return the tablets, Mr [redacted] ’s account returns to a balance of $for recurring service chargesMr [redacted] accepted these offers as resolutionT-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, INCKimo C [redacted] Executive Response

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 11, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfaction Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location and Customer Care T-Mobile regrets any concerns that Ms [redacted] May have experienced regarding her accountT-Mobile records confirm that on May 30, 2017, Ms [redacted] activated service with mobile numbers ending in [redacted] and ***T-Mobile records indicate that on May 30, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus As of the time of Ms***’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a day return period which allowed Ms [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 service and any applicable EIP entered into at the time of the original purchasePlease be advised that T-Mobile does not charge activation feesHowever, there is a $SIM starter kit that customers are required to pay at the time of activation Please be advised that T-Mobile charges a tiered restocking fee to offset the cost of processing and restocking the equipment based on the device type: $for advised data-focused devices, $for Smartphones, and $for phone-first devices and laptop sticksIt is important to note that the terms of the restocking fee are disclosed on the receipt at the time of purchase T-Mobile records confirm that Ms [redacted] canceled her account on June 2, 2017, when she ported her mobile number ending in [redacted] to another service provider and requested to cancel the line ending in ***Ms***’s billing cycle ran from the 3rd of one month to the 2nd of the following monthAccordingly, Ms [redacted] was billed through June 2, Our records show that on June 2, 2017, T-Mobile credited $as a gesture of goodwill leaving the account with a credit balance of $To amicably resolve this matter, on June 23, 2017, T-Mobile refunded $to Ms***’s financial institute which will be deposited within one to three business days 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 29, 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 August 23, 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 account T-Mobile regrets that Ms [redacted] has additional concern regarding the matter and we welcome the opportunity to respondAs shared in our previous correspondence, Ms [redacted] was not subscribed to the correct insurance feature, and, as such, when she attempted to file a claim, the insurance company declined her requestAdditionally, had Ms [redacted] had the correct insurance feature, there would have been a $deductible to initiate the claim T-Mobile records reflect that on July 18, 2017, Ms [redacted] purchased an Apple iPhone on our Equipment Installment Plan (“EIP”) at a total cost of $Please be advised that in an effort to amicably resolve the matter, on August 26, 2017, T-Mobile issued a $credit to Ms [redacted] ’ EIP balanceAs a result of this credit, the total cost for Ms [redacted] ’ new handset was $175.00, which is equivalent to the deductible she would have paid had she subscribed to the correct insurance featureShould Ms [redacted] seek to add insurance to this device, she may contact me at the number below to do so Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’ recent contacts with our office regarding the 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 David T [redacted] Executive Response

May 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding the cancellation of the above-referenced accountPlease note that T-Mobile previously addressed Mr***’ concerns in our response to your file number [redacted] At that time, on February 7, 2017, T-Mobile agreed to apply a credit of $1,which covered all monthly access charges, equipment charges, applicable taxes and fees from the date of activation on October 18, 2016, through the date of cancellation on January 10, This left Mr***’ account closed with a zero balance However, following T-Mobile’s response to your office dated February 13, 2017, Mr [redacted] received additional systematic credits to his account for returned equipment totaling $1,As T-Mobile had previously adjusted all charges associated with the account on February 7, 2017, this created a credit balance on Mr***’ account of $1,379.98, as he has referenced in his letter to your office As such, T-Mobile has since removed the credit balance from Mr***’ account which will remain closed with a zero balanceMr [redacted] will receive one final billing statement reflecting the zero balancePlease note that on May 4, 2017, T-Mobile contacted Mr [redacted] and advised him of our findings and actions takenMr [redacted] is satisfied with the resolution and considers this matter resolved 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

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 22, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding T-Mobile’s Carrier Freedom offerPlease 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***’s recent contact with our retail location T-Mobile records confirm that Mr [redacted] activated T-Mobile service on July 31, 2016, and cancelled his service on August 6, 2016, when he transferred his mobile number to another carrierT-Mobile records confirm that Mr [redacted] traded in an Apple iPhone Plus and an Apple iPhone 16GB for a trade in credit totaling $385.00, of which; $was applied to his in store costs and the remaining $was applied to his account balance as a creditPlease note this credit paid for Mr***’s service costs that were incurred while his account was active with T-Mobile and the remaining credit balance afterwards of $was mailed out in the form of a refund card on November 16, 2016, to the billing address on file We regret hearing of Mr***’s concerns with our Carrier Freedom promotion and the status of his submissionPlease note in order to receive reimbursement for Carrier Freedom Mr [redacted] would need to have had an active account with T-Mobile at the time of approval for his submissionAs Mr [redacted] cancelled within the return period he would not qualify to receive T-Mobile’s Carrier Freedom offer In an effort to amicably resolve this matter, on April 2, 2017, T-Mobile has refunded Mr [redacted] his full trade in value of $for his devices that were traded in during activationMr [redacted] should expect to receive the refund in the form of a prepaid MasterCard mailed to the address provided in his correspondence to your agency no later than ten business daysMr***’s account will remain closed with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Zachary S [redacted] Executive Response