T-Mobile USA

November 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 18, 2015, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] regarding his T-Mobile account billingT-Mobile records confirm that on July 27, 2015, Mr [redacted] activated two mobile numbers ending in [redacted] ***Mr [redacted] was subscribed to our now grandfathered promotional rate plan Simple Choice North America Unlimited Talk, Text, and Data with 10GB of 4G speed data lines for $per monthMr [redacted] also activated a mobile broadband line ending in and subscribed to our promotional Mobile Internet on Demand for $per month and receives a $creditMr [redacted] ’s monthly access charges are $before applicable taxesT-Mobile records confirm that as of July 27, 2015, Ms [redacted] ’s account is participating in our Advantage ProgramT-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs 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 purchasedMs [redacted] ’s account is eligible for a monthly discount of 15% regardless of the new Advantage program per the MCSA agreement between T-Mobile and The [redacted] CompanyThe reason that Mr [redacted] is not receiving his monthly discount is because this plan is a promotion plan that is not eligible for discounts; as it is already provided at a promotional discountHowever, in an effort to amicably resolve this matter, Mr [redacted] may choose another rate plan that does qualify for a monthly corporate discount like our $Simple Choice North America Family Double your Data rate plan for $per month, which provides unlimited talk, text, and data with 4G speeds up to 2G for the first two linesAlso, we are offering our Simple choice North America Family Match rate plan for $per month, which provides unlimited talk, text, and data with 4G speeds up to 6GBMr [redacted] may contact me at the number provided below to discuss rate plan optionsT-Mobile regrets any inconvenience to Mr [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I have been trying to contact T-mobile everydayHowever I was direct to voicemail every single timeAnd I Do not understand the definition of consecutive payment that explain By T-mobileIt makes me feel like T-mobile just want to keep customer using service without offer any promotion at all Sincerely, [redacted] ***

January 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 11, 2017, regarding the above-referenced accountWe regret any concerns [redacted] has regarding the T-Mobile Apple iPhone promotionFrom September 9, 2016, to September 25, 2016, T-Mobile customers that traded in their fully owned Apple iPhone and purchased an Apple iPhone were eligible to receive monthly bill credits to cover the cost of the Apple iPhone T-Mobile records indicate that on September 26, 2016, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB Black handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsIt 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 cyclesOn December 15, 2016, [redacted] contacted our Customer Care department regarding notification his order had been canceled and he was advised that unfortunately, due to an inadvertent error the order was in fact canceledAs such, a new order was placed for the Apple iPhone handset under the promotionOur records confirm [redacted] **’s Apple iPhone 6s Grey 16GB handset used in the trade in for the promotion was disqualified due to Find My iPhone being enabled upon receiving it at the T-Mobile warehouseIn order to amicably resolve [redacted] **’s concerns T-Mobile has closed the EIP balance on the Apple iPhone 32GB Black handset leaving a zero balance for his equipmentBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext[redacted] Very truly yours, T-MOBILE USA, INCChristopher P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:1) I was called ONCEI have also been called by other people in response to my constant inquiries into my accountWHEN I CALLED BACK: I am ALWAYS told that the customer service representative has no idea who called me, they don't know what department that person is in, and they have no way of connecting me with that personThere is NEVER a way to reach anyone back, which is obviously a really clever way of avoiding speaking to complaining customers.2) GIVING ME REFUNDS DOESN'T FIX THE PROBLEMThe problem is that THIS KEEPS HAPPENING.I AM NOT ADDING THINGS TO MY LINESI AM NOT ADDING LINES.REPEAT: I AM NOT ADDING THINGS TO MY LINESI AM NOT ADDING LINES.I DID NOT AUTHORIZE OR ADD THOSE EXTRA LINES TO MY ACCOUNTNO ONE IN MY FAMILY DIDTMOBILE IS DEFRAUDING ME BY CONSTANTLY ADDING THINGS TO MY ACCOUNT WITHOUT MY PERMISSION OR THE PERMISSION OF ANYONE IN MY FAMILYI demanded proof (WRITTEN OR VOICE-RECORDINGS AS PROOF)that I or my family added these lines and extra charges to my accountI was denied, more than onceI FINALLY got someone to review calls, and cleverly, when the "supervisor" tried to reach me, I could never reach him again because no employee at Tmobile leaves phone numbers for you to call back (see above note on phone CSRs not being able to connect you with the person who called you).I WAS OVERSEAS WHEN THESE LINES AND EXTRA CHARGES MAGICALLY APPEAREDTHERE IS NO WAY I ADDED ANY OF THESE THINGSMy mother did call in October of 2016, using the last of my social security numberSHE CALLED TO CLOSE A LINE, NOT TO ADD A 6MB DATA & TEXTING PLANTHERE IS LITERALLY NO REASON FOR HER TO DO THIS - WE HAVE UNLIMITED DATA AND SMSesGod forbid we ever call Tmobile - all of the sudden things were "magically" added to our linesI AM SICK AND TIRED OF HAVING TO COMB THROUGH MY BILLI SPEND LITERALLY HOURS ON THE PHONE, FIGHTING ABOUT THINGS THAT NO ONE ADDEDTMOBILE CAN NEVER PROVIDE PROOF AND ALWAYS HAS TO "REFUND" USEVERY TIME I CHALLENGE THEM, EVERY TIME I ASK FOR PROOF, I JUST GET SHIFTY ANSWERS AND MAGICAL REFUNDS THAT ARE SUPPOSED TO MAKE ME STOP BEING ANGRY JUST STOP TRYING TO TRICK MY PARENTS INTO WASTING THEIR MONEY AND I WILL STOP COMPLAINING AT YOU Sincerely, [redacted] ***

April 15, 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 April 5, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Mr***, he confirmed that Mr [redacted] and Mr [redacted] is the same person T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the recent purchase of his iPhone device and our iPhone Trapromotion On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months In order to qualify as an acceptable traddevice, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements were not met the customer was not qualified for the promotionPlease also know that if a customer cancels their account prior to the end of the month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement In reviewing Mr***’s handset upgrade and trade-in, our records confirm that he purchased an iPhone device with 32GB of memory and tradan iPhone deviceUnfortunately, the device had the “Find My iPhone” enable, therefore; Mr [redacted] was not eligible for the iPhone Trapromotion Nevertheless, in an effort to amicably resolve this matter, between February 27, 2017, and April 12, 2017, T-Mobile issued equipment credits totaling $equivalent to the traand promotional bill credits Mr [redacted] would have been eligible if his tradevice met the eligibility criteriaT-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience that he may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

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

August 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] and she has been designated Ms [redacted] as an authorized user of the 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 [redacted] ’ concerns within this letter T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encounteredT-Mobile appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences T-Mobile records indicate that on June 15, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SAccordingly, Ms [redacted] was asked to remit a down payment in the amount of $and agree to a series of 24-monthly installments in the amount of $Our records further indicate that Ms [redacted] ’ mobile number ending in [redacted] is subscribed to our equipment protection feature for $a month with Assurant, which provides her with the option to file a claim on her Samsung Galaxy Sfor any accidental damage for a deductible of $T-Mobile recommends that Ms [redacted] contact Assurant at 1-866-866-to file a claim for her damaged device Regretfully, T-Mobile cannot guarantee any handset is damage free with or without a case however; T-Mobile always recommends purchasing a protective case covering on a phone to help prevent any accidental damageT-Mobile regrets if Ms [redacted] was provided with any misinformation In regards to Ms [redacted] ’ recent contact with the Executive Office, our records indicate that on July 8, 2017, T-Mobile’s Executive Specialist applied a courtesy credit of $to the account for the required down payment on her newly purchased Samsung Galaxy SPlus devices In an effort to amicably resolve this matter, if Ms [redacted] has any further concerns, she may contact our Executive office at the number provided belowT-Mobile regrets any inconvenience to Ms [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

Tell us why here October 4, 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 September 21, 2017, regarding the above-referenced accountWe are pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfaction T-Mobile regrets Mr [redacted] ’s concerns regarding the above-referenced accountT-Mobile records indicate that Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering, on October 27, 2016, with the purchase of an Apple iPad Pro for $Upon further investigation of this matter, we found that a Change of Responsibility (“COR”) for Mr [redacted] ’s mobile numbers ending in and was processed on May 5, A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessAs of that date, Mr [redacted] was no longer financially responsible for the mobile numbers ending in and In addition, because the new account holder also accepted financial responsibility for the EIP associated with the devices in use by those mobile numbers, the remaining EIP balance was also set to be transferred to the new accountHowever, due to an administrative error, the EIP was not transferred at the time of the CORTherefore, the remaining balance for the EIP of $was assessed on the billing statement dated July 5, Our records indicate that T-Mobile issued a credit in the amount of $486.63, on September 15, 2017, in an effort to amicably resolve Mr [redacted] ’s concernsThe credit resulted in an updated balance of $for prorated monthly access charges for bill dated June 5, It is T-Mobile’s position that the remaining charges are valid and owed Nevertheless, as an additional courtesy, on September 21, 2017, T-Mobile has credited the balance of $64.69, resulting in a zero balanceAdditionally, 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 Mr [redacted] ’s credit report to reflect the changeT-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Sharon B [redacted] Executive Response

August 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] - [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 18, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letter T-Mobile regrets any concern Ms [redacted] may have experienced regarding the return of her Samsung Galaxy Gear SRegrettably, T-Mobile does not reflect a record of Ms [redacted] reporting any concern with her Galaxy Gear S until April 30, 2017, which was originally purchased on September 15, However, as a gesture of goodwill and in an effort to amicably resolve Ms***’ concern, T-Mobile agreed to accept the Galaxy Gear S outside the return period and credit the account for the cost of the device upon return to our officeMs [redacted] may return the Galaxy Gear S in like-new condition to: T-Mobile Executive Response Attention Oscar T [redacted] Menaul BlvdNE Albuquerque, NM We ask that Ms [redacted] include her name, account information, and mobile number to ensure that the accurate account receives the appropriate credit In Ms***’ concern she states she did not decline the tablet, however; T-Mobile records do not reflect any such offer being made at that time of activation on October 15, It is important to note, as stated in our response dated August 15, 2017, T-Mobile did not offer a free tablet with the activation of a new mobile internet line of service on October 15, 2015, and as such respectfully declines Ms***’ request for a free tablet 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 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding our Samsung and LG Black Friday offerCustomers like Mr [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who trada qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy SEdge, or an LG Vusing the Equipment Installment Plan (“EIP”) at no costThis promotion was valid from November 24, 2016, through November 27, With all eligibility requirements met, Mr [redacted] was to receive a monthly bill credit for the amount of the installment – making the handset free after months T-Mobile records confirm that on November 24, 2016, Mr [redacted] placed an order for a Samsung Galaxy SEdge device on the phone line ending in [redacted] and placed the equipment on EIPOn November 25, 2016, Mr [redacted] purchased a Samsung Galaxy Sdevice on the phone line ending in ***, this order was also placed on EIPMr [redacted] was not required to make a down payment; however, he agreed to pay $for the taxes on the full retail price of the equipmentMr [redacted] then agreed to a series of monthly installments in the amount $for the line ending in [redacted] and $for the phone line ending in *** T-Mobile records confirm that the two below devices were surrendered for traas part of the promotion eligibility requirements: • Samsung Note 4: phone line [redacted] • Samsung SEdge: phone line [redacted] The trade in for the phone line ending in [redacted] was processed in store on November 25, 2016, and a trade value of $was applied towards the payment at the time of purchase for the Samsung Galaxy SdeviceFurthermore, the phone line ending in [redacted] was successfully enrolled in the promotion and has continued to receive monthly promotional bill credits of $in alignment with the promotion There was note a trade in device received for the phone line ending in ***; therefore no account trade in credit was applied and the phone line was not enrolled in the promotionHad the phone line met requirements the account would have received a trade in credit of $and the phone line ending in [redacted] would have received EIP bill credits of $for a total amount of $The bill credits combined with the trade in credit make for a total offer value of $ T-Mobile contacted Mr [redacted] on May 22, 2017, and in effort to amicably resolve this matter T-Mobile has closed the EIP for the Samsung Galaxy SEdge device on the phone line ending in ***Further T-Mobile adjusted the previously billed EIP charges for this device in the amount of $Following this adjustment Mr [redacted] ’s account currently reflects a zero dollar balancePursuant to the phone conversation Mr [redacted] advised this issue has been resolved, T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because I have reached out to Carlos with three emails and two voice mails and have not received anything backStill waiting to hear back?! Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meIn addition, an executive has accepted and refunded me my JOD account and all is good Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: My original complaint was regarding my plan increases, lack of proper communication and lack of professionalism on the part of Tmobil customer careThe long distance plan was in use by my account for yearsIt was always $All of the sudden it increased without my knowledgeWhen I called regarding the increase earlier this year - I was given a courtesy lowering of the price of the plan back to $NO ONE EXPLAINED TO ME that this is a completely different planMiss Diana (responding on behalf of tmobil) should have listened to the calls to get a better grasp of the situationI was on a budged, when my price shot up obviously that changed my billing cost as wellI was constantly on the phone with tmobil, and every time they PROMISED that NOW it will (again) be $for everythingAs I said that was my main concern that those changes never stuck around for more then a month or twoThat was my MAIN concernSecond concern was the complete inadequacy of the representatives I have talked with on May (as explained in original complaint) The fact that I was changed over to the pay per minute plan was news to me, and only after talking to several reps (perhaps close to 10) last one told me of what happenedI was unaware, as that is not the plan I WOULD EVER BUY! The last rep also told me that the plan I was talking about (all inclusive calls) never existedShe never changed my plan back to my OLD planI went on my device, logged on and checked for myselfI then found the all inclusive (supposedly non existent plan) and switched myself backMiss Diana from Tmobil called me 5-15-left a message, I called her back with the extension number provided however, the main message was on repeat and I was unable to reach anyoneI called again today; reached Miss Dianas voice mail, which has a recording dating back to January and speaking of " no one being around due to inclement weather" - I left a message with all my details , but no one called me backseems like this in a ongoing problem with tmobilcomplete lack of undestanding of what the customer is saying, lack of communication and inadequacyNone of my major concerns were addressed by miss Diana, she only tried to explain the long distance plan, but she failed to explain WHY it was switched to a different plan, without any explanation by the rep changing it - I did not want a different plan! My complaint standPlease address the issues I asked about, I however did not ask about a running history of my bill paymentsI have been a customer of tmobil since April 2002, thats years - obviously I paid my billsThank you Sincerely, [redacted] ***

March 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that this matter has been resolvedT-Mobile regrets any frustration caused to Mr [redacted] with regards to T-Mobile coverage and his payment refundOn February 22, 2016, Mr [redacted] activated with T-Mobile under Prepaid Service and remitted a payment of $for the billing period from February 23, 2016, to March 23, T-Mobile Prepaid Terms and Conditions state that Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balancesAdditionally, we regret any coverage issues Mr [redacted] may have experienced and are working diligently on network improvements throughout the U.SOur goal is to provide our customers with the best experience possible, but unfortunately, T-Mobile is unable to guarantee coverage in all areasAlthough it is T-Mobile’s position that Prepaid Service is non-refundable, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile agreed to provide Mr [redacted] a Visa Prepaid debit for the amount of $Mr [redacted] agreed to this offer as a resolution and will receive the Visa Prepaid card in seven to ten business daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCesar R [redacted] Executive Response

September 7, 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 August 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his servicesOn November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile videoVideo streaming has become the #way many people use dataBinge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less dataThat said, Binge On is an automatic enabled feature that our customers can control at all timesIt can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website As can be expected, there are requirements to qualify for Binge-OnPlease be advised that in order to qualify for Binge-On, customers must have a 3GB or higher data packageOur records confirm that Mr [redacted] has the 2GB data feature for all of his lines that is included with his rate plan therefore is not eligible for Binge-On Based on Mr [redacted] ’s history with us, on September 5, 2017, T-Mobile offered 3GB web package for all of his lines at no cost for the next monthsMr [redacted] is welcome to contact me at the number below to take advantage of this offer 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 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

March 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2016, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] M***, and that she has designated [redacted] as an authorized user of the account T-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device During the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide Mr [redacted] with a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that Mr***’s non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account With regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of the exchange This information is also in the users’ manual and in the material that accompanies the replacement handset Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed Nevertheless, in an effort to amicably resolve the matter, on March 23, 2016, upon speaking to Mr***, T-Mobile applied a credit in the amount of $towards the account for the aforementioned out-of-warranty fee and applicable tax Pursuant to our conversation, Mr [redacted] has confirmed that the matter is resolved and he has no further concerns Ms***’s account remains active with a zero balance T-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 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 Brandon M [redacted] Executive Response

Tell us why hereFebruary 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 29, 2018, regarding the above-referenced account T-Mobile is sorry to have lost Mr [redacted] as a customer and regrets any concerns he may have in regards to his T-Mobile account and returning his devices T-Mobile records confirm that Mr [redacted] ’s account was activated on November 15, 2017, and subsequently canceled on November 18, 2017, when his numbers ending in and were ported out to another provider.On November 18, 2017, one of the two LG Vdevices Mr [redacted] mentions in his letter to your office was marked as returned and refunded appropriately Unfortunately, due to an inadvertent error, the second LG Vdevice was not marked as returned and therefore it was charged to Mr [redacted] ’s December 17, 2018, final billing statement in the amount of $690.00.However, on January 29, 2018, T-Mobile was able to confirm that we received Mr [redacted] ’s equipment and we refunded the payment he made at the point of sale We have also taken care of the charges associated with Mr [redacted] ’s order and these charges will be credited to his account by the end of his next bill cycle, which should reduce his account to a zero balance We regret any inconvenience to Mr [redacted] Should Mr [redacted] have any questions or concerns regarding the February 16, 2018, revised billing statement he may contact me directly at the number listed below.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.Daniel R***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 Sincerely, [redacted] **

September 18, 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 August 9, 2017, regarding the above-referenced accountT-Mobile regrets that we have been unable to reach Ms [redacted] to discuss this matterAs such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets Ms [redacted] ***’s continued concerns with her accountHowever, as mentioned in our previous correspondences to your office regarding this matter, dated August 14, and September 14, 2017, Ms [redacted] ***’s account was closed at a zero balance as of August 14, 2017, with no further obligation being owed to T-Mobile regarding this accountPlease note that any information to the contrary, including any pre-collection correspondences from a third-party collections agency, would have been dated prior to August 14, 2017, and are no longer accurateAdditionally, it is very important to note that as Ms [redacted] ***’s account was never fully transferred to any third-party collection agency, and as the third-party collection agency has now closed their file regarding this matter, Ms [redacted] ***’s credit report remains unaffected by this matterPlease allow this correspondence to serve as final confirmation that the above-referenced account will remain closed at a zero balanceT-Mobile sincerely regrets any inconvenience to Ms [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Kayla J [redacted] Executive Response

August 15, 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 10, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] regarding the misunderstanding of her delayed paymentsAs Ms [redacted] has noted in her correspondence, her March 19, and July 22, 2017, payments have posted to her account, however they were posted to her account past the payment posting timeline of seven business days Unfortunately, there several factors that may cause a mailed payment to be delayedHowever, we are happy to see that Ms [redacted] ’s payment were not missing and posted to her T-Mobile account accordinglyAs such, there is no additional documentation that Ms [redacted] would need to provide Regarding Ms [redacted] ’s concerns for her final balance, our records reflect that on July 21, 2017, she transferred her numbers ending [redacted] and [redacted] to a new carrier which effectively cancelled her accountPlease note that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Ms [redacted] was billed through July 27, As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund to her credit card in the amount of $for the pro-rated charges incurred from July 21, 2017, through July 27, Ms [redacted] should receive the refund into her account within three business days Again, we regret the inconveniences that Ms [redacted] has experienced and appreciate the opportunity to address her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response