T-Mobile USA

April 27, 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 a letter dated April 9, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms***, and that she has designated Mr [redacted] as an authorized user of the account T-Mobile appreciates the opportunity to respond to Mr [redacted] ’ concerns related to the Apple Black Friday promotionPlease be assured that we strive to provide complete and accurate information to our customersWe apologize if Mr [redacted] feels that this was not his experience From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, Mr [redacted] , who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus highly discounted or at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installmentPlease note that these requirements must be met throughout the term of the EIP T-Mobile records confirm that on November 25, 2016, Mr [redacted] purchased an iPhone Plus device with 128GB of memoryIf eligible for the promotion, Mr [redacted] would have received a maximum of $between traand promotional bill creditsAs Mr [redacted] mentioned in his correspondence to your office, he did not trada device at the equipment order was initiated, as such; it is T-Mobile’s position that he did not meet the eligibility requirements for the above mentioned promotion Nevertheless, in an effort to amicably resolve this matter, on April 27, 2017, T-Mobile closed the EIP associated to Mr [redacted] ’ iPhone plus with 128GB of memory device which reflected an outstanding balance in the amount of $In addition, T-Mobile issued a onetime bill credit in the amount of $for the difference between the $and the $offered by the promotionMs***’s account currently reflects a balance in the amount of $due by May 15, T-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience to him 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

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 July 1, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful As such, T-Mobile will make every effort to address Mr***’ concerns within this letter We regret any inconvenience Mr [redacted] has experienced regarding our handset purchase and lease programs and we appreciate the opportunity to address his concerns T-Mobile records confirmed that on November 25, took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus 16GB Gold device for the line of service with mobile number ending in *** As Mr [redacted] is aware, JOD is a lease option in customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments However, they have the option to cancel their lease and return their handset at any time during the lease term If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time If the handset is not returned at the time the lease is ended, the total remaining balance for the Purchase Option Price (“POP”) of the handset is assessed on the next month billing statement A copy of Mr***’ JOD Agreement that clearly indicates the monthly instalments and a POP is attached here for reference The text messages Mr [redacted] is referring to are customer service messages that were intended to advise him of the impending end of his lease and the options he had available to him, including a nine-month, no interest Purchase Option Installment Plan (“POIP”)The first notification is sent out via text message days before the end of lease Another text notification is sent days before end of lease and again five days before then of end of lease with the final notification the day the JOD lease has ended T-Mobile regrets any inconvenience to Mr*** At the time of Mr***’ JOD lease agreement, the device in question was priced at $and Mr [redacted] agreed to an monthly lease payments of $eachAs such, at the end of Mr***’ lease, he was required to either return his device or upgrade to a new device or if he chose to keep it, he was required to pay the POP of $plus taxes with the following billing statement As Mr [redacted] opted out of our POIP option, on June 14, 2017, the POP of $plus taxes for a total of $was billed to Mr [redacted] account for the billing from May 19, 2017, to June 18, 2017, for a total balance of $due on July 11, As a courtesy, on July 13, 2017, T-Mobile issued a credit for the POP charges plus taxes in full; this brought the balance down to $However, Mr [redacted] made a payment of $on July, 4, 2017, which was applied to the past due balance for the bill from April 19, 2017, through May 18, Mr***’ account remains active with a past due balance of $which was due on July 11, T-Mobile regrets any concerns to Mr [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Sal O [redacted] Executive Response

June 6, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 25, 2017, regarding the above-referenced account. T-Mobile regrets any coverage concerns Mr. [redacted] experienced while having his T-Mobile service active. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availability. A review of the account reflects that it was activated on December 28, 2016, and on February 9, 2017, Mr. [redacted] cancelled his account when he ported his mobile number to another service provider. At the time of activation, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease by obtaining one Samsung Galaxy S7 Edge 32 gigabytes (“GB”) handset. At the time of the lease, Mr. [redacted] agreed to 18 monthly payments of $33.00 plus applicable taxes. As the account was canceled prior to fulfillment of the JOD terms, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87 were accelerated and posted to the final billing statement dated March 1, 2017. Mr. [redacted] ’s final billing statement dated March 1, 2017, had a balance of $920.35 which included past due balance of $73.01 from the prior billing statement dated January 29, 2017, NE Universal service charge of $0.08, the JOD monthly installment including taxes of $35.39, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87. Please note that on March 1, 2017, a payment of $73.01 was remitted to the account. Following, on April 24, 2017, and May 2, 2017, payments of $200.00 and $50.00 were remitted to the account, leaving the account with a remaining balance of $597.34. Upon receipt of Mr. [redacted] ’s correspondence from your office, we confirmed that on May 19, 2017, the Samsung Galaxy S7 Edge handset was successfully returned to T-Mobile. As such, on May 26, 2017, a credit of $847.26 for the charges associated with the Samsung Galaxy S7 Edge handset was issued to the account, leaving the account with a credit balance of $249.92. Additionally, a refund of $249.92 was approved by T-Mobile and forwarded to Citibank to be disbursed as prepaid debit card for the above mentioned credit. Please allow up to ten business days for delivery of the prepaid debit card. 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 attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Aika A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: the information provided by t-mobile states that after I cancelled my line ending in [redacted] I purchased a phone on the other line ending in [redacted] and also there was a Samsung before that which was purchased but I did not purchase these phone and i'm the only person authorized to make plan changes and purchases so I want to see a copy of my signature on the receipt showing I [redacted] bought these phone at what store and dateSincerely, [redacted]

February 16, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 4, 2017, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter ton his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding charges on his T-Mobile bill for an unused line of service. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile records confirm that, on June 25, 2015, the mobile internet (“MI”) line ending in [redacted] was activated; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on February 2, 2017. As this is beyond the dispute period, it is T-Mobile’s position that the charges are valid. Furthermore, pursuant to Mr. [redacted] request, on February 8, 2017, the MI line ending in [redacted] was cancelled. However, upon speaking to Mr. [redacted] and in an effort to amicably resolve the matter, on February 9, 2017, T-Mobile agreed to apply a credit in the amount of $418.00 toward Mr. [redacted] account which is equivalent to the total charges associated with the MI line ending in [redacted] from the time of activation. Mr. [redacted] account remains active with a credit balance of $418.00. Please be assured that T-Mobile strives to provide world-class service to all of our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] contact with our Customer Care. We regret 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M [redacted] Executive Response

November 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 29, 2015, regarding the above-referenced accountWe are pleased to report that we have resolved Ms***’s concerns.T-Mobile regrets any concerns Ms [redacted] experienced regarding coverage and account billingT-Mobile records confirm that Ms [redacted] canceled her account due to concerns regarding the coverage in her areaOur records also indicate that there was no usage on the account while the service was activeIn an effort to amicably resolve the matter, T-Mobile issued a credit of $90.18, 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, INCJosiah M [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 24, 2017, regarding the above-referenced accountPlease be advised that we have attempted to contact Mr***, which has proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced in regards to the Friends and Family Lines On Us and Apple iPhone Trade Up promotional offersT-Mobile records confirm that on November 20, 2016, Mr [redacted] activated a fifth voice line of service ending in ***From November 18, 2016, through November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers who activated two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate planThose who took advantage of this offer were eligible to receive the two new lines at no cost after automatic monthly bill credits Regretfully, Mr***’s account has not received the monthly bill credit of $10.00, making the line ending in [redacted] no costTherefore, in an effort to resolve the matter, on June 1, 2017, T-Mobile enrolled Mr***’s account in the promotional offer and applied a credit of $to Mr***’s account for the billing cycle charges for the line ending in [redacted] from November 20, 2016, through May 18, T-Mobile records confirm that on September 9, 2016, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of and Apple iPhone Black 32GB handset and Apple iPhone Rose Gold 32GB handsetMr [redacted] was not required to remit a down payment and then agreed to a series of 24-monthly installments of $per handset At the time of purchase, T-Mobile was offering the Apple iPhone TraofferAs part of this offer, new and existing postpaid customers who tradtheir fully paid off Apple iPhone handset, from any carrier, could receive a new Apple iPhone 32GB handset for free, after bill credits, when purchased on EIPCustomers who purchased an Apple iPhone 32GB handset and tradtheir fully paid off Apple iPhone 5s handset from any carrier would receive the handset at $250.00, after bill credits, when purchased on EIP In review of the account, Mr***’s account is receiving a monthly bill credit of $for the Apple iPhone Rose Gold 32GB handsetAs this monthly bill credit should total $per month, on May 31, 2017, T-Mobile applied a credit of $to Mr***’s account for the total difference in the monthly bill credit over a 24-month term Additionally, Mr***’s traddevice qualified to receive a credit of $for his Apple iPhone handset and a monthly bill credit of $for 24-months, totaling $Unfortunately, the credits did not apply to Mr***’s accountTherefore, on May 31, 2017, T-Mobile applied a credit of $toward Mr***’s remaining EIP balance for the handset and $for the monthly EIP charges already billed to Mr***’s account since the date of purchase As Mr***’s account reflected a balance owed of $for the May 19, 2017, billing statement, the credits brought the account balance to a credit of $Should Mr [redacted] wish to discuss the matter further, 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

April 21, 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 April 15, 2016, regarding the above-referenced accountT-Mobile regrets any accessory and insurance concerns Mr [redacted] has experiencedT-Mobile records indicate that on April 13, 2016, Mr [redacted] entered into a JUMP! On Demand lease and received a Samsung Galaxy Note It is important to note that on April 14, 2016, at Mr [redacted] request, the Premium Handset Protection feature (“PHP”) was added to his mobile number ending in ***Furthermore, on April 14, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan offering with the purchase of two Samsung Gear VR accessoriesPlease be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comT-Mobile records confirm that on April 16, 2016, Mr [redacted] returned the two Samsung Gear VR accessoriesIt is important to note that Mr [redacted] was not assessed a restocking fee despite the above-mentioned Return PolicyIt is important to note that currently Mr [redacted] mobile number ending [redacted] has our Select Choice rate plan, Truly Unlimited Data with 14GB of mobile hotspot, and PHP for $plus tax monthlyPlease note that upon receipt of Mr [redacted] correspondence, the executive office called Mr [redacted] on April 18, 2016, and were able to resolve his concernWhile the Executive Office appreciates MrMr [redacted] business and his patience during resolution of this matter, we ask that our customers follow the appropriate path of resolution by contacting our Customer Care department first for any new issuesIf Mr [redacted] has any questions or concerns relating to our original discussion, he may send me an email at [redacted] @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, INCWilliam B [redacted] Executive Response

June 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 June 10, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] associated to the LG Tablet BundleFrom June 1, 2016, through June 6, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms [redacted] , who could receive 50% off the LG G Pad or LG G Pad X via rebate when they purchased any new LG V10, LG G4, or LG Gand a new LG G Pad or LG G Pad X through our month Equipment Installment Plan (“EIP”) Our records reflect that on June 1, 2017, Ms [redacted] purchased two LG Kdevices and two LG G Pad’s through EIPAt the time of purchase, she was not required to make a down payment; however, she agreed to pay $149.53, which is for the taxes on the full retail prices of the equipment and two SIM Starter Kits for her two new mobile internet lines of service with mobile numbers ending and Ms [redacted] then agreed to a series of monthly installments in the amount of $for all four devices, which appeared on the first bill following the purchase of the equipment As Ms [redacted] ’s purchase did not meet the promotion requirements, she was not eligible for the rebateWe apologize for the inconveniences this has caused Nevertheless, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has issued a credit in the amount of $for both of the LG G Pad purchasesThe adjustment was applied towards the outstanding EIP balances on the account, closing the EIP as paid in full, and the residual of $was applied as account credit which will be applied towards her June 10, 2017, billing statement, leaving a balance due of $for Ms [redacted] ’s July 3, due datePlease note that on June 14, 2017, T-Mobile contacted Ms [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction 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 the address below or 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

May 26, 2017FILED 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 dated May 15, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding her equipment purchase and the billing on her account T-Mobile records indicate that on December 11, 2015, Ms [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of a new Apple iPhone 6S Plus 64GB, wherein she agreed to monthly lease payments of $and a final purchase option price of $ With JOD, customers have the option to cancel their lease and return their handset at any time during the lease term If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price (POP) of the handset will be assessed to the billing statement following the final lease payment Furthermore, T-Mobile offers customers such as Ms [redacted] the option to finance the POP with a no-interest, nine month installment plan to purchase their device Please note taxes on POP are due at time of payment option installment plan (POIP) creation Otherwise, customers may pay the POP in full once billed to their account Furthermore, please note that Ms [redacted] ’s account number [redacted] was enrolled in AutoPay on May 12, 2017, through Customer Care AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay As Ms [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided Nevertheless, T-Mobile records indicate that as of May 14, 2017, AutoPay was cancelledFurther records confirm that Ms [redacted] ’s billing statement dated April 24, 2017, carried a total balance due of $ Please be advised that Ms [redacted] was assessed charges for service, equipment charges, applicable taxes and fees Ms [redacted] ’s statement balance was due in full by May 16, On May 14, 2017, a payment in the amount of $posted to Mr [redacted] account T-Mobile records further confirm that Ms [redacted] disputed the payment made on May 14, 2017, with her financial institution and $was charged back to the T-Mobile account on May 16, Nevertheless in an effort to amicably resolve this matter on May 18, 2017, T-Mobile placed a credit in the amount of $towards the account As an additional, gesture of good faith T-Mobile applied a credit of $to Ms [redacted] ’s account for the POP balance in full for the Apple iPhone 6S Plus 64GB T-Mobile regrets any inconvenience to Ms [redacted] As of the date of this letter Ms [redacted] ’s account reflects 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 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.Abigail ***-R***Executive Response

May 31, 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 19, 2017, regarding the above-referenced 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 letter T-Mobile regrets any concerns Mr [redacted] has experienced regarding his T-Mobile account and his attempts to settle his balanceT-Mobile records confirm that, on October 10, 2015, Mr [redacted] purchased two LG G-Stylo handsets, two screen protectors, and a protective case through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $ On November 13, 2015, Mr [redacted] entered into a JUMP! On Demand ("JOD") lease for an LG G-Stylo handset wherein he agreed to monthly lease installments in the amount of $ If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open EIP balance on the canceled account as well as remaining lease installments and purchase option price (“POP”) are accelerated and become due with the final billing statementThis information was disclosed within the EIP and JOD lease agreements provided at the time of Mr [redacted] ’ above-referenced transactionsOn October 19, 2016, Mr [redacted] ’ account was cancelled for non-payment, at which time his device payment plans were accelerated and the remaining balances were assessed as charges on the final billing statement dated November 11, Mr [redacted] ’ final billing statement dated November 11, 2016, consisted of past due charges from the billing statements dated July 11, 2016, through October 11, 2016, accelerated EIP balance, accelerated JOD lease installment balance, JOD lease POP, applicable taxes, and fees for a total balance of $790.94, which was due, on December 3, On November 21, 2016, a payment in the amount of $posted to Mr [redacted] ’ account reducing the balance to $ Due to continued non-payment, on December 31, 2016, Mr [redacted] ’ account was transferred to the third-party collection agency, AmSher, for collection of the outstanding balance at which time a collection fee of $was assessed resulting in an updated balance of $As of February 7, 2017, Mr [redacted] ’ account was transferred to the third-party collection agency, Enhanced Resource Centers, for continued collection efforts As T-Mobile had confirmed the return of Mr [redacted] ’ LG G-Stylo handset used on the mobile number ending in 4003, on February 3, 2017, T-Mobile applied a credit in the amount of $for the remaining associated monthly JOD lease installments and applicable taxAs a result of this adjustment, on February 4, 2017, a credit in the amount of $was applied toward the above-referenced collection fee which reduced the account balance to $ Additionally, on April 7, 2017, a payment in the amount of $posted to Mr [redacted] ’ account reducing the balance to $ Upon review of the account and Mr [redacted] ’, correspondence, T-Mobile has credited Mr [redacted] ’ outstanding account balance to zeroIn 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 Mr [redacted] ’ credit report to be updated Additionally, 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] ’ contact with our retail locationT-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 Brandon M [redacted] Executive Response

April 12, 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 29, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced in regards to her T-Mobile balanceT-Mobile records confirm that on September 9, 2016, Ms [redacted] activated a postpaid account with the mobile numbers ending in ***, ***, [redacted] and *** On that day, Ms [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdge Silver 32GB handset on the mobile number ending in ***Accordingly, Ms [redacted] was required to make a down payment of $and then agreed to a series of monthly installments in the amount of $ Additionally, on September 29, 2016, Ms [redacted] purchased two Samsung Galaxy SEdge Gold 32GB handsets utilizing T-Mobile’s EIP offering, for the mobile numbers [redacted] and ***Ms [redacted] was required to make a down payment of $per handset and then agreed to a series of monthly installments of $26.25, per handset On March 28, 2017, through a Change of Responsibility (“COR”), Ms [redacted] ’s mobile number ending in [redacted] was transferred to the account number ending in ***On March 29, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customer allowing the new customers hours to agree to the EIP balance transferIt is important to note that if not signed within the allotted hours then the balance transfer request will cancel On March 29, 2017, through a COR, Ms [redacted] s mobile numbers ending in [redacted] and [redacted] were transferred to the account number ending [redacted] On March 30, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customerAfter a review of Ms [redacted] ’s account T-Mobile records confirm that none of the EIP balance transfer requests were received with the required electronic signature and as such, the balance remained on Ms [redacted] s account.; On April 3, 2017, T-Mobile sent a second EIP balance transfer request to both of the receiving customers for all of the above-mentioned handsetsRecords confirm that only the EIP balance transfer request for the mobile number ending in [redacted] was signed electronicallyTherefore, as the electronic signatures were not received for the EIP balance transfer requests associated with the mobile numbers ending in [redacted] and ***, Ms [redacted] remains responsible for the agreed upon EIP balances In an effort to resolve the matter, on April 11, 2017, T-Mobile sent an additional EIP balance transfer request to the email addresses provided by both of the receiving customersMs [redacted] has accepted this as a resolution to her concernsT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

October 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 October 14, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Mr [redacted] satisfactionPlease 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] recent contact with our Customer Care teamOur records confirm that Mr [redacted] traded in an iPhone 6s Plus 128GB handset valued at $285.00, and an iPhone 64GB handset valued at $Please note that on September 22, 2016, Mr [redacted] account was adjusted $for the trade in of the iPhone 64GB handset, and on October 4, 2016, Mr [redacted] account was adjusted $for the trade in of the iPhone 6s Plus 128GB handsetPlease note that trade in credits are typically applied to the most recent bill, and not to Equipment Installment Plans (“EIPs”)Our records confirm that between September 2016, and October 14, 2016, Mr [redacted] tracredits have been applied to various EIPs on his account and then reversedNote that when a tracredit is applied to an EIP, the following bill will reflect a charge equal to the trade in creditThis is the reason Mr [redacted] billing statement was temporarily high, note that the trade in credit was applied to equal the EIP payment amountOn October 18, 2016, T-Mobile contacted Mr [redacted] at which time we applied the tracredits mentioned above to the EIPs that Mr [redacted] requestedAt this time, Mr [redacted] indicated that the issue was resolved to his satisfactionT-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, INCTaylor B [redacted] Executive Response

February 17, 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 Nos [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 4, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr***’s concerns have been resolved to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced in regards to his T-Mobile accountT-Mobile has completed its investigation of this matter and has been unable to substantiate the allegation of fraudT-Mobile records confirm that on August 20, 2016, Mr [redacted] activated the postpaid account number [redacted] with two voice lines of service, with the mobile numbers ending in [redacted] and ***Records indicate that Mr [redacted] has been utilizing this account number from the date of activation T-Mobile records confirm that on December 24, 2016, Mr [redacted] requested to add two voice lines of service to his existing account number [redacted] Due to an inadvertent error, a separate postpaid account number [redacted] was activated with two voice lines of service, with the mobile numbers ending in [redacted] and *** At the time of activation, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Onblack handsetsMr [redacted] was required to make a down payment of $per handset and agreed to a series of monthly installments of $4.00, per handset It is important to note that at the time of Mr***’s purchase, T-Mobile had the Smartphone On Us winter promotion availableAs part of this promotion, customers who signed up on the T-Mobile ONE rate plan could receive a Samsung Galaxy Onat no charge, after EIP bill creditsAs a result, Mr***’s account was receiving a credit of $6.25, per handset, to offset the monthly EIP charges and the down payment paid at the time of purchase T-Mobile records confirm that on the same day, T-Mobile corrected the error and transferred the mobile numbers ending in [redacted] and [redacted] from the account number [redacted] to the account number [redacted] Records confirm that due to an inadvertent error, only the EIP associated with the mobile number ending in [redacted] was transferred to the account number [redacted] As a result, when the account number [redacted] was cancelled, the remaining EIP charges associated with the mobile number ending in ***, along with the monthly recurring charges from December 25, through January 24, in the amount of $191.98, were accelerated to the final bill dated January 28, In an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a credit of $to the account number [redacted] , reducing the account balance to zero Additionally, as Mr [redacted] was no longer going to receive the monthly EIP credits of $for the Samsung Galaxy Onhandset associated with the mobile number ending in ***, he would not receive the equal amount of the down payment of $that he was required to pay at the time of purchaseTherefore, in an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a courtesy credit of $to the account number [redacted] , bringing the account to a credit balance of $Mr [redacted] has accepted this as a resolution to his concerns 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 Diana J [redacted] Executive Response

January 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 4, 2018, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her bill confusion and concerns with our Netflix On Us offerPresently, Ms [redacted] subscribes to our T-Mobile ONE Afamily rate plan for $per month which covers her first two lines of serviceMs [redacted] is assessed a monthly add-a-line fee for the mobile numbers ending in ***, ***, [redacted] which is $per month per line of service, $Mobile Internet Gigabyte (“GB”) rate plan for the mobile number ending in ***, Premium Handset Protection insurance bundle for $per month per line of service for the mobile number ending in ***, ***, ***, our Premium Handset Protection insurance bundle for the mobile number ending in [redacted] for $per month, T-Mobile ONE Plus feature for $per month for mobile number ending in [redacted] and our Stateside International Talk feature for $per month on mobile number ending in ***Therefore, Ms***’ monthly recurring charges are $before any applicable taxes T-Mobile records indicate on December 11, 2017, Ms [redacted] contacted Customer Care and had the T-Mobile Stateside International Talk feature added to her mobile number ending in ***However, on January 10, 2018, T-Mobile contacted Ms***’ via telephone and at the time of our conversation she elected to remove the international featureWe do regret any miscommunication regarding her international feature Ms [redacted] presently has eight active Equipment Installment Plans (“EIP”) which total a monthly installment charge of $Ms***’ monthly recurring charges and EIP charges total $before any applicable discounts and usage charges Please be advised that beginning September 12, 2017, T-Mobile offered customers a Netflix streaming subscription and Family Allowances on us when they have two or more lines on a qualifying T-Mobile ONE Voice tax inclusive rate planWith this offer customers get a Netflix Standard plan up to $per month which provides the ability to stream on up to two screens at the same time with HD video streaming and access to unlimited movies and TV shows on a laptop, TV, phone, or tabletAlong with the Netflix subscription, our Family Allowances feature is included which offers a variety of talk and text management controls for parents, which can be managed online at www.myT-Mobile.com Please note that the Netflix Standard plan lets customers stream on two devices at a timeAny device can sign in and use the account; however, only two of them are able to stream at the same timeAs Ms [redacted] indicates she would like to stream to four devices at a time, she will need to login to her Netflix account and change her plan from the Standard plan to the Premium planThe difference between the price of the Netflix Standard plan and the Netflix Premium plan will be reflected on Ms***’ T-Mobile billing statement Ms***’ Netflix eligibility was added to her account on December 11, Per Ms [redacted] communication, she has been able to take advantage of our Netflix offerAt the time of our conversation with Ms [redacted] she confirmed that she could successfully set up her Netflix On Us accountFurthermore, T-Mobile provided Ms [redacted] the instructions of how to upgrade her Netflix package should she wish to pay the difference between the Standard plan which is covered by T-Mobile and the Premium plan In review of Ms***’ past three billing statements, her account has been charged for third-party download charges from the “ [redacted] Play” store on her mobile number ending in ***Ms [redacted] billing statement dated December 7, 2017, included $of download charges assessed to her mobile number ending in ***, and the previous billing statement dated November 7, 2017, included a $download additional charge for mobile number *** It is T-Mobile’s position that Ms***’ has been charged according to her rate plan, features selection, equipment charges, and her bill variance is due to her third-party charges associated with her mobile number ending in ***We do apologize for 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 [redacted]

April 19, 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 5, 2017, regarding the above-referenced account We regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Ms [redacted] ’s area, T-Mobile shows that she should expect good to excellent coverage It is important to note that we have no record of Ms [redacted] contacting us with concerns regarding her coverageIt is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments T-Mobile reviewed the billing statements from January 2, 2017, through April 1, 2017, and over the course of those three months, Ms [redacted] used an average of 16,minutes with calls as long as minutes, sent and received multiple text messages and used an average of 34,megabytes (gigabytes) of dataAs such, it is T-Mobile’s position that Ms [redacted] is able to utilize the serviceT-Mobile would respectfully decline Ms [redacted] ’s request for a new handset free of charge Our records confirm that on September 22, 2016, Ms [redacted] purchased a Samsung Galaxy JdeviceHowever, on October 18, 2016, Ms [redacted] returned her equipment and chose to purchase a Samsung OndeviceBy purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramIf it is determined that a warranty exchange is needed, Ms [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and model If Ms [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choiceIf Ms [redacted] is not satisfied with T-Mobile's Limited Warranty policies, she is under no obligation to participate in the programAlternately, Ms [redacted] remains free to contact her handset manufacturer directly Presently, Ms [redacted] only has one handset under our Equipment Installment Plan (“EIP”), her Kyocera Hydro Wave with a remaining balance of $As such, Ms [redacted] may elect to purchase new handsets utilizing our EIPAdditionally, Ms [redacted] may complete further troubleshooting by contacting Customer Care at 800-937- Should T-Mobile’s network not meet Ms [redacted] ’s needs, she is under no contractual obligationsIt is important to note that should Ms [redacted] wish to cancel her T-Mobile account, the remaining EIP balance for her Kyocera Hydro Wave will remain valid and owed Of course, if Ms [redacted] does not wish to cancel her T-Mobile service, she is not required to do soMs [redacted] is welcome to continue her service and account with T-Mobile, understanding that the network she is experiencing is to be expectedT-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 Martin G [redacted] Executive Response

Good afternoon, This email is to notify you that the issue has been resolved with T-mobile thanks to MrAlex A [redacted] He has been really nice and comprehensive regarding this matterHe has resolved and make up for any inconvenience and actually gone above and beyond to be able to assist meAt this point I will like for this complaint to be closed as I have no other issues and MrA [redacted] has been able to assist in a short time and no extra steps are needed I want to state that thanks to MrA [redacted] I will let all this behind and start fresh with T-Mobile as my carrier, and that I haven't had any more issues with T-Mobiles services Thanks, [redacted] **

Complaint: [redacted] I am rejecting this response because: I believe that T-Mobile is in breach of our contractT-Mobiles does admit that my plan allows up to linesWhen T-Mobile provided the bump up data on the existing lines they did not mention that it would be lost if I added more linesIn fact new lines have been added since the data bump upI have been told constantly by T-Mobile that I was eligible for linesI am not asking for unlimited data on the additional lines, just 10GB like the plan allowedT-Mobile's response to allow me to add the two additional lines only if the existing lines are downgraded, is and insult and a breach of contract The My-Tmobile website still shows that I am eligible for additional linesWhat is the real reason for T-Mobile's refusal to allow lines as promised ? I suspect it is to force existing customer to upgrade to their new pricing modelT-Mobile should honor their existing agreements Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: To Whom it may concern: When I signed up for T-Mobile in May I was told by an associate in store, as well as an customer service representative I had multiple towers near my areaI was reassured by more then one associate that I would have excellent serviceWhen I arrived in my new location and called customer service Again, A different agent informed me that I did not have any service in the area I was inI was guaranteed service by two different T-Mobile agentsI worked to resolve this issue to keep service, I went above and beyond to set up a booster and boost the phone itselfYet, I was lied to by two employees When I was initially signing up and changing carriers to T-Mobile I was not made aware of the guidelines with the carrier freedom programIf I had been made aware of this program I would have waited to changed my service (Even though I had NO service what-so-ever.) I was lead to believe that by switching carriers T-Mobile would follow through with their promise to payAs both a business owner and a pre-law student I had needed excellent serviceI talked to associates in store and online about the service in my location and did not have the option and was not made aware of the option where I could check “coverage”I blindly took the word of your representatives, trusting that T-Mobile was going to treat their customer with respect and truth After going through months of customer service challenges I finally got my refund for what I spent in storeT-Mobile pushed this refund for months, using a different excuse each time I spoke with themWhen I signed up with T-Mobile I had to trade in my device to get a new T-Mobile deviceWhen I was going through many different service problems I had to send my phone BACK to T-Mobile leaving me with no device at allI told part of the refund I was receiving was because I had to go to a totally different carrier and get a brand new phone because both my original phone and T-Mobile’s phone were sent back to T-MobileThis had nothing to do with my reimbursement from switching carriersI did not have the option of going back to my previous carrier and because I had to give T-Mobile the old phone I have a 400$ device charge as well as 200$ in cancellationsAgain, I would have never traded my phone in and I would have waited longer if the company was truthful with their policies I am now in debt 628$ after doing everything the company has asked me to do regarding keeping service AND going above and beyond to try and keep their serviceBased on this information, the company was untruthful and did not disclose the proper information at the time of service leaving me with no options [redacted] M [redacted] Sincerely, [redacted]

January 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 7, 2018, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulTherefore, we will make every effort to address Mr [redacted] ’s concerns within this correspondence T-Mobile regrets any concerns Mr [redacted] has regarding the Mobile Device Unlock of his iPhone handset and we appreciate the opportunity to address his concernsPlease be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirementsSuch as, but are not limited to: Prepaid Accounts • The account must not be canceled • The International Mobile Equipment Identifier (“IMEI”) must not be blocked • Device is a model sold by T-Mobile Postpaid Accounts • IMEI is not blocked • Account must be in good standing • If the account is canceled, the account balance must be zero • The device is paid in full T-Mobile would like the opportunity to speak with Mr [redacted] and work toward an amicable resolutionWe request that Mr [redacted] contact our office directly at the number below to discuss this matterT-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 Carlos T [redacted] Executive Response