T-Mobile USA

July 20, 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 18, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms [redacted] ’s concerns to her satisfactionT-Mobile fully understands that our customers often rely in our services as their only means of communication with loved ones and employers and ultimately realize the importance of ensuring both the service and devices function properlyT-Mobile truly regrets any difficulties or inconveniences Ms [redacted] may have experienced with her LG Ghandsets after the recent Marshmallow update for the Android operating systemT-Mobile spoke with Ms [redacted] on July 20, regarding this matter and learned the devices were still not functioning and had been replaced by borrowed phones as a temporary solutionIn an effort to provide Ms [redacted] with the best un-carrier experience, T-Mobile has agreed to provide Ms [redacted] with two new LG Gdevices at no cost to herThese devices will be shipped to Ms [redacted] at the current billing address on her T-Mobile account via standard UPS shippingIt has been determined that performing the Marshmallow software update, even on the new devices, may result in difficulties as the apparent cause of this issue is a lack of physical memoryT-Mobile encourages Ms [redacted] to be sure the users refrain from installing any unnecessary applications, to avoid downloading previously backed up photos, and to limit the amount of music installed on the device by taking advantage of music streaming optionsShould the new LG Gdevices prompt Ms [redacted] to perform the update, it is recommended she decline this requestIf any difficulties are encountered with the replacement devices, Ms [redacted] may contact us at the number below to discuss alternative optionsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

October 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 17, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding her retail store visit and appreciates the opportunity to address her concerns Please be assured that T-Mobile takes allegations of employee misconduct very seriously We make every effort to be professional and courteous to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent visit to our retail location T-Mobile records indicate that on June 14, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S 64GB handset on her daughter’s line ending in *** EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her device Upon review of Ms***’s account this warranty has been extended as she subscribes to the optional JUMP!feature The JUMP!feature provides customers all the coverage offered by our Premium Handset Protection 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 device Customers enrolled in JUMP!are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting period Unfortunately, as Ms [redacted] mentioned in her correspondence to your office, the equipment was deemed to have physical damage making the equipment ineligible to trade in for an upgrade Upon speaking with Ms***, on October 20, 2017, T-Mobile explained that the device could be traded in pending the completion of filing an insurance claim through Assurant Solutions whom provides the JUMP!feature benefits Regretfully, T-Mobile was unable to locate any record of her in store interaction, and explained to Ms [redacted] that two Apple iPhone handsets could not be sent out as a means of resolution Nevertheless, in an effort to amicably resolve Ms***’s concerns, on October, 20, 2017, T-Mobile applied a one-time courtesy credit of $to assist Ms [redacted] with the cost of the Assurant Solutions deductible Should Ms [redacted] choose to file a claim with Assurant Solutions she can contact them directly at [redacted] T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you T-Mobile for world class customer service resolutionSincerely, [redacted]

November 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 30, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] has experienced with her account billingT-Mobile records indicate on October 20, 2016, Ms [redacted] contacted Customer Care regarding international roaming rates on her rate plan; Simple Choice Family Unlimited Talk, Text and Data for four lines for $per monthMs [redacted] was advised of the Simple Global which was added to her account in late at no additional cost to herWith Simple Global, customers have unlimited web at standard speeds of approximately 128KbpsAdditionally, voice calls back to the U.Sand Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no costAt that time, Ms [redacted] was offered the new T-Mobile ONE rate plan which offers the benefits of Simple Global as wellMs [redacted] accepted this offerPlease note that the rate plan change was backdated to take effect at the start of Ms***’ billing cycle, September 25, On September 24, 2016, Ms [redacted] was sent a billing statement in the amount of $which consisted of a past due balance of $and monthly recurring charges on the Simple Choice Family Unlimited Talk, Text and Data rate plan from September 25, 2016, through October 24, On October 24, 2016, Ms [redacted] was sent a billing statement in the amount of $which consisted on a past due balance of $268.41, monthly recurring charges for services from October 25, 2016, through November 24, 2016, on the T-Mobile ONE rate plan, as well as prorated charges for the T-Mobile ONE rate plan from September 25, 2016, through October 24, After speaking to Ms [redacted] on November 4, 2016, as a courtesy T-Mobile issued a credit in the amount of $to her account for the prorated charges billed and the increased rate plan costAs of the date of this correspondence, Ms [redacted] account reflects a balance of $with a due date of November 17, Additionally, to better suit Ms [redacted] needs, T-Mobile offered to change her rate plan to the Simple Choice Family Match with 6GB of LTE for $for four lines per month plus applicable taxes and feesMs [redacted] accepted this offer, and the rate plan will take effect November 25, T-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRonnie A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Regarding my complaint at T-mobileI refuse it because they say that there is no offer but there isI will get proof that we are not lyingWe don't want to pay additional $or a restocking fee of $We work our way here, some of us just have enough to get above waterWe are good clients but offering us something that is free which is not is such a disgraceT-mobile is trying to fool us because they think we are not smart and we get fooled easily and they can get away with itThank you, [redacted] Sincerely, [redacted] ***

January 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 22, 2016, regarding the above-referenced accountT-Mobile regrets that Mr [redacted] experienced any inconvenience with our Carrier Freedom offerUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be receivedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityT-Mobile records indicate that on January 2, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 6S devicesEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsThe EIP with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balanceIt is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determinationOnce the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the storeHowever, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicatedOnce received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cyclesT-Mobile records indicate that on January 11, 2016, a credit in the amount of $was applied to Mr [redacted] ’s account for his two tradevicesUpon speaking with Mr [redacted] on January 22, 2016, it is our understanding that he is still seeking additional credits of $for cancellation fees incurred from their previous provider and $for his initial down payment made to T-MobileNevertheless, on January 22, 2016, T-Mobile agreed to send Mr [redacted] a refund in the amount of $for his initial down payment, cancellation fees incurred by his previous provider, and tracreditsMr [redacted] ’s T-Mobile account currently reflects a zero balanceThe refund is in the form of a prepaid card issued by CitiBankPlease allow seven to ten business days for the refund to arriveIf Mr[redacted] has not received his refund card within ten business days of the above date he may contact Citibank Card Services at 1-877-855-for additional assistanceT-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, INCWilliam B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: No contact was madeI have returned the initial call twice with no responseThe effort to resolve this matter was in the form of an unanswered phone call and a return message that resulted in no responseThe message could have stated possible solutionsThis so called tactic is a poor excuse for doing businessOptions can be left via phone message or E-mail addressWhat steps were made to resolve this issue of not having a phone after being told that one would be sent out? The afore mentioned solution is another attempt to sweep this under the carpet with a waste of my money on scam contracts and big businesses praying on customers like me who have paid into this company for over yearsThe solution of, "I called and left a message to call me back" is insulting! I call anyway, twice, and to date, no response, no solution Sincerely, [redacted] ***

January 3, 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 27, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her switch from an individual account to a business account and any negative reporting potentially on her credit file in regards to her closed individual accountT-Mobile records indicate on April 6, 2016, Ms [redacted] elected to move her mobile numbers ending in ***, [redacted] and [redacted] to a new business account and effectively closing her original account under her name and personal informationAs such, Ms [redacted] was sent a final billing statement to the address provided by her in May 2010, in the amount of $Ms [redacted] ’s final billing statement dated April 6, 2016, in the amount of $was for her monthly recurring charges and monthly Equipment Installment Plan chargesMs [redacted] ’s balance of $was originally due on April 27, T-Mobile provided Ms [redacted] with calls, text messages and a billing notification providing the payment due dateAs payment was not received timely, on June 28, 2016, T-Mobile referred Ms [redacted] ’s past due balance of $to an outside collection agency for further collection effortsIt is T-Mobile’s position that Ms [redacted] ’s past due balance of $is valid as T-Mobile attempted to contact her on May 1, 2016, and May 2, 2016, via the telephone and a final late notice that was mailed on May 8, 2016, to the address on fileHowever in an effort to amicably resolve this matter, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased 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, INCMartin G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I was charged $for the sim card, so this compensation does not cover the amount lost through T-Mobile's negligenceAdditionally on the latest statement I was charged a $cancellation feeScreenshots attached

May 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Name: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and T-Mobile has confirmed that [redacted] and [redacted] are the same person T-Mobile sincerely regrets any inconvenience Ms [redacted] may encountered while performing a device upgradeT-Mobile records confirm that on April 23, 2017, Ms [redacted] ordered an iPhone device on an Equipment Installment Plan (“EIP”)Per the terms of the EIP there was a payment due at the time of purchase in the amount of $along with the taxes on the full retail price, and Ms [redacted] agreed to a series of 24-monthly installments of $ T-Mobile records further confirm Ms [redacted] later contacted Customer Care to advise she in fact wanted an iPhone Plus device and that an iPhone was ordered in error T-Mobile contacted Ms [redacted] on May 4, 2017, and following our conversation and in effort to amicably resolve the matter T-Mobile has placed a new order for an iPhone Plus GB Rose Gold device, per Ms***’s requestT-Mobile has offered for Ms [redacted] to return her iPhone handset to my attention at the following address: T-Mobile USA, Inc Attn: Jamen F [redacted] c/o Executive Response Menaul BlvdNE Albuquerque, NM Upon receipt of Ms***’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $T-Mobile recommends that Ms [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include the handset, chargers and her account information within the box to ensure that Ms [redacted] receives the proper credit upon receipt of the handsetWe also ask that Ms [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms [redacted] if the application is enabledPlease be advised that if our final examination of the handset indicates that is has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms [redacted] and the balance will then be considered valid and owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offerT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

September 23, 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 17, 2016, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any concerns Ms [redacted] has experienced in regards to coverage and her trade in creditIt is important to note that Ms [redacted] is not currently under a contractual agreement with T-Mobile but on a 24-month Equipment Installment Plan (“EIP”) agreement as explained belowOur records confirm that on August 16, 2016, Ms [redacted] activated two lines of service with T-Mobile and purchased two Samsung Galaxy ONhandsets under an EIP and agreed to a 24-month installment of $Additionally, Ms [redacted] traded in her [redacted] iPhone 5s and we applied a tracredit in the amount of $directly to her bill the same dayPlease be advised that once a trade in is agreed to and initiated by the customer, T-Mobile is unable to return the traded in handset backPlease note that at the time of activation, T-Mobile directly requests that our customers provide an accurate address for billing purposesWe regret any concerns Ms [redacted] experienced in regards to the address her first billing statement was mailed toIt is important to note that T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] is having issues with her serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms [redacted] should expect satisfactory coverageUnfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weatherOutages and interruptions in service may occur, and speed of service variesDevices also have varying speed capabilities and may connect to different networks depending on technologyAdditionally, at the time of activation, T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it meets her needsDuring the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and/or lease entered into at the time of the original purchasePlease be advised that on August 17, 2016, T-Mobile issues a billing statement with the due date of September 9, 2016, in the amount of $which included monthly access charges and applicable taxes and fees from August 17, 2016, to September 16, Please note that as Ms [redacted] did not remit a payment for the above bill, her service was suspended on September 18, T-Mobile regrets any inconvenience to Ms [redacted] with regards to thisBased 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

December 14, 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 December 4, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets that Mr [redacted] experienced concerns with the corporate discount that was previously offered to his account through his employer, [redacted] T-Mobile offered corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list This Discount Program is referred to as a The T-Mobile Advantage Program This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective Customers that previously received this discount are required to recertify their employment on an annual basis to maintain their monthly discount As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchased T-Mobile records show that Mr [redacted] previously received a monthly discount from the eligible T-Mobile monthly access charges and optional features due to his employment with [redacted] and he was asked to recertify his employment on May 19, 2015; when a text message was sent to his mobile number ending in [redacted] and a reminder card was sent to his address of recordT-Mobile provided 30-days for Mr [redacted] to recertify his employment although we did not receive his recertification and the discount was removed from his account on July 24, Please be advised that T-Mobile does not offer a monthly discount at this time for employees of [redacted] although they are eligible to receive a $Reward Card for each new device or tablet that is purchased However; Mr [redacted] ’s wife is an employee with the United States Postal Service (“USPS”) and T-Mobile still offers government employees with a 15% monthly discount from eligible rate plans and features T-Mobile resubmitted Mr [redacted] ’s request with the new information that we received and his account has been approved to receive a 15% monthly discount from eligible monthly access charges and features Our migration team confirmed that the discount should apply to Mr [redacted] ’s January billing statement As a gesture of goodwill and in an effort to amicably resolve this matter, on December 14, 2015, T-Mobile issued a credit in the amount of $to Mr [redacted] ’s account for the previous billing statements from August through December that did not receive a discount Please be advised that a credit in the amount of $was issued to Mr [redacted] ’s account for the discount on September 6, In total, T-Mobile issued credits totaling $to Mr [redacted] ’s account for the discount that did not apply to his account for the billing statements from August through December Mr [redacted] ’s revised balance now totals $and is scheduled to be paid via our EasyPay option approximately on December 20, T-Mobile customers may contact Customer Care over the phone by dialing from their handset or by calling 800-937-8997, they may visit a T-Mobile retail location and they may enter into a live chat with a Customer Care Representative from our website at www.T-Mobile.com, the chat conversation is able to be saved and or printedIn the event that Mr [redacted] ’s concerns have not been resolved in a timely manner by contacting Customer Care, he may contact our offices via email at [email protected] and an Investigator from our office will contact him regarding his concerns T-Mobile appreciates Mr [redacted] ’s business and we regret any inconvenience that he may have experienced with this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

Complaint: [redacted] I am rejecting this response because: The credit is not showing on my account Sincerely, [redacted]

July 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2015, regarding the above-referenced accountIn early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.Scarrier to T-MobileThis industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better dealT-Mobile will now reimburse consumers’ early termination fees up to $per line and provide account credits of up to $per device tradat the time of their activation – for up to five lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceThe new device may be purchased with our Equipment Installment Plan (EIP), but this is not requiredEach line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device tradand a new T-Mobile device purchased for use on that mobile numberIn order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expeditedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityT-Mobile records indicate Ms [redacted] sent her EIP reimbursement information on May 23, On June 19, T-Mobile declined Ms [redacted] request as the handset returned was physically damagedAs stated in the terms of the reimbursement the handset must be in good working order to qualify for the reimbursementT-Mobile contacted Ms [redacted] on July 8, and offered to provide an adjustment in the amount of $which is one-half of the $she requested in the reimbursementUnfortunately Ms [redacted] declined this offerT-Mobile regrets any inconvenience this may have caused 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INCJason M [redacted] Executive Response

March 7, 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 February 23, 2017, regarding the above-referenced accountPlease be advised that the T-Mobile account holder of record is [redacted] Please also note that T-Mobile has made several attempts to contact Mr [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns in this letter T-Mobile regrets any promotional concerns Mr [redacted] may haveT-Mobile records indicate Mr [redacted] started service on October 19, 2016, with five lines of service subscribed to our T-Mobile ONE @Work plan for $for two lines of service, and $per additional line of servicePlease note that customers that enroll in our free-of-charge AutoPay feature are eligible for a $per month, per line bill credit Additionally, T-Mobile records indicate Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the following handset purchases, and associated trahandsets; • An Apple iPhone 6S GB handset for mobile number ending [redacted] for $649.99, $down, and monthly installments of $ o Traof an Apple iPhone 6S 16GB handset for $ • An Apple iPhone GB handset for mobile number ending [redacted] for $749.99, $down, and monthly installments of $ o Traof an Apple iPhone 6S 16GB handset for $ • A Samsung Galaxy S handset for mobile number ending [redacted] for $689.99, $down, and monthly installments of $ o Traof a Samsung Galaxy S handset for $ • An Apple iPhone 6S GB handset for mobile number ending [redacted] for for $649.99, $down, and monthly installments of $ o Traof an Apple iPhone 6S 16GB handset for $ Our records indicate that the tracredit issued to Mr [redacted] totaling $was applied as an instant credit toward the out-of-pocket cost of his purchase in the amount of $Additionally, the remaining traamount of $was issued to Mr [redacted] ’s account as a credit As Mr [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successful There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after cancellation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile as a tracredit for the deviceCustomers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile account Regretfully, T-Mobile did not receive a submission request within days of activation and Mr [redacted] ’s account is ineligible for the offerAs a courtesy, on February 27, 2017, T-Mobile accepted a Carrier Freedom submission, with associated cost of switching in the amount of $1,368.73, and approved a reimbursement in the amount of $for the second portion of the promotional offer in the form of a prepaid card, sent to the billing address of Mr [redacted] ’s accountPlease note the combined total of $1,368.73, consisted of the tracredits and refunded amountT-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 Ronnie A [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to add that T-Mobile needs make its Fraud Department accessible to its customers I could have avoided months of anger and frustration if I was able to speak with someone of authority They kept promising me a call back, and that "The Fraud Department" was investigatingIt took months, a complaint to the Revdex.com, and police report to get my issue resolved T-Mobile lost my business Sincerely, [redacted] ***

August 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 15, 2015, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the accountPlease be advised that we have made several attempts to contact Mr [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterAs originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan (EIP) for full credit of the remaining balanceOur records confirm that on August 1, 2015, a JUMP! upgrade was completed in a retail location for mobile number ending in ***Moreover, it was determined that in order for the upgrade to be completed, due to the device having physical damage, a deductible in the amount of $was assessed and collected in storeUpon payment of the insurance claim the phone was upgraded to a Samsung Galaxy ShandsetPlease note that Mr [redacted] started a new EIP offering with the purchase of the equipment referenced above and agreed to pay the remaining balance in installments in the amount of $Additionally, since a JUMP! upgrade occurred, Mr [redacted] Samsung Galaxy Shandsets EIP balance of $was paid off and closedT-Mobile provided a return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseOur records confirm that on August 13, 2015, Mr [redacted] was advised of the return period above and elected not to return handset back to the point of saleIn an effort to amicably resolve Mr [redacted] concerns, T-Mobile has offered to issue a credit in the amount of $toward the new EIP leaving a remaining balance of $182.00, which is equivalent to the amount owed for the Samsung Galaxy Shandset prior to the completion of the JUMP! upgradePlease be advised that Mr [redacted] has until September 1, 2015, to contact me at the number provided below to accept our offerBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

May 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 15, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr***’s satisfaction T-Mobile sincerely regrets any inconvenience Mr [redacted] experienced during the time he was a T-Mobile customerT-Mobile records confirm that on February 26, 2017, Mr [redacted] started service; shortly thereafter on March 6, 2017, Mr [redacted] cancelled serviceFollowing cancellation Mr***’s account reflected a final balance due of $for service charges from activation through cancelationT-Mobile records confirm that on May 16, 2017, T-Mobile adjusted the account charges in the amount of $and Mr***’s account currently shows as cancelled in good standing with a zero balance T-Mobile contacted Mr [redacted] on May 18, 2017, and advised that all services have been adjusted previouslyT-Mobile regrets any inconvenience to Mr [redacted] and we hope to serve him again in the future Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

August 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 4, 2015, 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 her concerns within this letterT-Mobile regrets any concerns Ms [redacted] may have experienced regarding our Carrier Freedom reimbursement offeringAs Ms [redacted] indicates in her correspondence to your office, T-Mobile will now reimburse consumers’ early termination fees up to $per line and provide account credits of up to $per device tradat the time of their activationTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceThe new device may be purchased with our Equipment Installment Plan (EIP), but this is not requiredEach line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device tradand a new T-Mobile device purchased for use on that mobile numberIn order to qualify for the reimbursement of early termination fees and/or device tracredits, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expeditedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityUnfortunately, T-Mobile does not have record of Ms [redacted] submitting the required information for reimbursementNevertheless, T-Mobile would like to assist Ms [redacted] ; therefore, we request that she provide a copy of her final billing statement from her previous carrierMs [redacted] may send it directly to my attention by fax at [redacted] or by email at [redacted] @T-Mobile.comUpon receipt, T-Mobile will contact Ms [redacted] with our reviewBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCSacny A [redacted] Executive Response

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. In addition, Ms. M [redacted] was extremely helpful and professional when discussing the case. Hopefully, T-Mobile will model future customer-care training after her competent handling of the situation. Thank you for resolving this issue. Sincerely, [redacted]