T-Mobile USA

July 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 July 6, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] has additional concern regarding the matterAs shared in our previous correspondence, while Mr [redacted] ’s account balance was valid and owed, as a gesture of goodwill, we credited the balance due leaving an account balance of zeroAs no information was reported to any credit agency regarding Mr [redacted] ’s account, there was no update needed As also shared, when the account is cancelled, the online access is also cancelled and the customer is then mailed a paper statement as was the case with Mr [redacted] Additionally, Mr [redacted] acknowledged in our conversation that he received the paper statement enabling him to review his final balance and make the payment dueCustomers are unable to make a payment via www.T-Mobile.com once the account is cancelledHowever, they may still make a payment via our Customer Care department, by mail or in a retail locationWe regret any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: this was the most economic option provided to meTo be honest I was still confused after speaking to the young lady about the billing of services, but nonetheless the option she provided me was the most cost efficient road that I could takeI wasn't expecting this outcome; and what about my credit? Is anyone going to provide me with a courtesy credit for the time spent figuring all of this out? I purchased anew phone from T-Mobile that I'm responsible before based on some of the billing choices I made Sincerely, [redacted] ***- [redacted]

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 24, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Mr [redacted] regarding his efforts to take advantage of our Black Friday Magenta Tra& Poand LG Vtraoffers Part of our Black Friday promotional offers from November 24, through December 21, 2016, T-Mobile offered new customers the ability to bring their phone number to T-Mobile, traan eligible device, and purchase a phone on T-Mobile’s Equipment Installment Plan (“EIP") for the opportunity to receive a $prepaid MasterCard As part of our Black Friday LG traoffer, T-Mobile allowed customers to tratheir fully paid off qualifying handset to T-Mobile and in exchange receive an LG Vat no cost or a reduced cost after promotional monthly bill credits In review, T-Mobile’s Magenta Tra& Poand LG VTrapromotional offers required that customers tradan eligible device which must be in working conditionWe do regret that upon review of Mr***’s Samsung Galaxy S that was utilized as his trafor one of his two lines was found not to power onAs such, Mr [redacted] would not be eligible for either promotional offer on one of his mobile numbers Nevertheless, in an effort to amicably resolve this matter, T-Mobile has applied a credit in the amount of $towards the EIP for Mr***’s LG Vwhich represents the T-Mobile promotional offer monthly credits for his LG Vin one lump sumAs such, Mr***’s updated EIP balance for his LG Vis $which will remain on his EIP until paid in fullFurthermore, T-Mobile has agreed to apply a credit of $towards the account balance which represents his Magenta Tra& Popromotional offerMr [redacted] presently has a credit balance of $following T-Mobile’s adjustment which will be applied to his next bill statement due on April 24, 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

Complaint: [redacted] Just mail me my $to my home address, if possible send $with interest since the $was lawsuit refund that t-mobile had held on for years, and t-mobile had no rights to hold on to this money, I don’t owe t-mobile anything t-mobile owes me moneyt-mobile is very dishonest company and I will never do business with t-mobile Hello ***, I apologize for any troubles T-Mobile has caused you I wanted to let you know that we have pulled your postpaid account from collections and removed all negative reporting, then I have requested reissuance of a refund card in the amount of $to the address that was on your correspondence to the Revdex.com Again, I appreciate your patience, Thanks, Guadalupe C***Senior Specialist, Executive ResponseOffice of the President/CEODesk: 877-290-ext [redacted] Email: [redacted] @T-Mobile.com T-Mobile –Fastest Nationwide 4G LTE Network [redacted]

July 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, regarding the above-referenced account T-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfaction In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited To be eligible for reimbursement, the T-Mobile account must be in good standing As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity Please be advised that based on a review of www.switch2t-mobile.com, T-Mobile has not received a submission for Ms [redacted] account T-Mobile records confirm that on June 14, 2015, Ms [redacted] activated her T-Mobile account At that time, our records confirm that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note handset, an Apple iPhone handset, and a ZTE Mobile Hotspot device EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments Accordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ According to a review of RMA # [redacted] , associated with the traof Ms [redacted] handset from her previous service provider, T-Mobile has confirmed a maximum tracredit offer of $for Ms [redacted] Samsung Galaxy Note Edge handset According to our records, at the time of Ms [redacted] above-referenced account activation, Ms [redacted] selected the promotional $Simple Choice Family Unlimited Talk, Text, and Data rate plan which offers unlimited nationwide calling, messaging, and 4G LTE data with gigabytes (GB) of smartphone mobile hotspot (SMHS) for two lines of service with each additional line starting at $per month Additionally, Ms [redacted] selected the $Simple Choice 1GB Mobile Internet rate plan for the mobile number ending in *** T-Mobile records confirm that Ms [redacted] mobile numbers ending in [redacted] and [redacted] are subscribed to the $Jump! feature Additionally, Ms [redacted] mobile number ending in [redacted] is subscribed to a Name ID feature which displays the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book for a monthly charge of $ The estimated cost per month for all of the services described, including Ms [redacted] EIPs is $before applicable taxes and fees T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list This Discount Program is referred to as a The T-Mobile Advantage Program This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective Customers are required to recertify their employment on an annual basis to maintain their monthly discount Please note that as of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchased As of the time of Ms [redacted] above-referenced equipment purchase, T-Mobile provided a fourteen (14) day return period which allowed Ms [redacted] to use the equipment to see if it meets her needs If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase It is T-Mobile’s position that Ms [redacted] is now beyond the above-referenced return period and is ineligible to return her equipment for a refund However, as a courtesy and in an effort to amicably resolve this matter, Ms [redacted] may cancel her T-Mobile account by transferring her mobile numbers to another provider and return her handsets, chargers, and hotspot device to my attention at the following address: Executive Response Attn: Brandon M [redacted] Albuquerque, NM When the handsets have been received in acceptable condition, T-Mobile will credit the account balance to zero T-Mobile recommends that Ms [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account Please note that if the handsets are not received within thirty (30) days from the date of this letter, Ms [redacted] will remain responsible for her total equipment installment plan balance and any service related charges T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

I really appreciate all the work done for meI was just waiting for the payment process and verify that me credit has not been affected Thanks again for all the help, Sincerely [redacted] ***

April 18, 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 11, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience to Mr [redacted] regarding his concerns surrounding our Limited Warranty exchange program and his handset concerns By purchasing T-Mobile equipment, Mr [redacted] receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage T-Mobile will supply customers with a like-new or new handset depending on availability of the customer’s handsetIt is very important to note that handsets which are reconditioned through T-Mobile as part of our like-new replacements, are built using only the highest of quality parts, and are tested extensively for functionalityShould Mr [redacted] not be satisfied with T-Mobile’s Limited Warranty program, he is under no obligation to exchange the equipment with T-MobileMr [redacted] may contact Apple, the manufacture of his handset, for further replacement or repair options Presently, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within miles of the customers billing addressT-Mobile requires customers to obtain their replacement handsets from a T-Mobile retail store to avoid concerns with a non-return fee or an out of warranty fee which can be several hundreds of dollars if found applicable As such, should Mr [redacted] require a replacement under our Limited Warranty exchange program, he may do so by contacting Customer Care at 800-937-and will be required to obtain his replacement handset which will potentially be a like-new handset, from a T-Mobile retail storeIf Mr [redacted] is not satisfied if the options provided to him by T-Mobile, he may contact Apple directly for further replacement optionsT-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

November 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 25, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her account chargesOur records indicate Ms [redacted] had two lines of service and was enrolled in our Simple Choice Family Unlimited Talk, Text and Data at $per monthOn September 26, Ms [redacted] took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus Space Gray 16GB device for the number ending in ***Later, on October 6, Ms [redacted] leased and Apple iPhone 6s Rose Gold 16GB for the number ending in [redacted] using our JOD leasing programMs [redacted] also enrolled in the optional Premium Handset Protection (“PHP”) insurance feature for $per month on both lines of serviceIf customers 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 timeIf the handset is not returned at the time the lease is ended or after account cancellation, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementRegrettably, on September 25, Ms [redacted] cancelled her account by transferring her mobile numbers to a different service providerPlease note, Ms [redacted] account was billed in arrears and her billing cycle ran from the 15th of the month to the 14th of the following month and her due date was on the 7th day of the month afterA review of Ms***’ account confirms on September 4, she remitted a payment of $to cover service charges from July 15, to August 14, The following billing statement of $covered the billing cycle from August 15, to September 14, and was due on October 7, On September 25, Ms [redacted] remitted a payment of $which covered the balance of $bill as well as receiving $for credit installments of $JOD promotional credits leaving a credit balance of $As Ms***’ account was cancelled, her final billing statement included the accelerated JOD lease balances of $for the Apple iPhone 6s Plus on the line ending in ***, $for the Apple iPhone 6s Rose Gold on the line ending in [redacted] and the final prorated charges of $for a total of $due on November 7, This balance was covered by the credit balance of $leaving a revised credit balance of $Our records show that Ms [redacted] had one Cellspot Router device which was active since October 7, and two 4G LTE Signal Booster devices active as of October 7, Please note that the Signal Boosters and Cellspot routers are T-Mobile owned devices, they are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account for the 4G LTE Signal Booster and $non-return fee is assessed for Cellspot RoutersHowever, on September 25, we provided Ms [redacted] with three return labels to return her 4G LTE Signal Booster devices and the Cellspot RouterOur records show the labels provided to Ms [redacted] to return the two 4G LTE Signal Booster have not been utilized and as such a non-return fee of $(includes taxes) for each 4G LTE Signal Booster device and $(includes taxes) for the Cellspot Router were assessed on Ms***’ accountAs such a revised final statement of $was generated on Ms***’ account and the credit balance of $was applied to leave the balance at $Our records shows that Ms [redacted] returned the Cellspot Router device and as such on October 25, we applied a credit of $to offset the non-return fee associated with that device leaving a revised balance of $Please note, Ms [redacted] continued to receive the $JOD Amped promotional credits despite her account being cancelled for total of $which were utilized to cover the open balance on her account leaving a final revised balance of $due on December 7, Nonetheless, in an effort to resolve Ms***’s concerns, on November 29, T-Mobile applied a courtesy credit of $Ms***’ account remains cancelled with a revised balance of zeroBased 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, INCSal O [redacted] Executive Response

August 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 12, 2015, regarding the above-referenced accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customers, and we sincerely regret any concerns Ms [redacted] experienced regarding the activation of her additional lines of service via our retail locationT-Mobile records confirm that on July 11, 2015, Ms [redacted] activated the mobile numbers ending in ***, [redacted] and [redacted] and these mobile numbers were subscribed to T-Mobile’s Simple Choice Value Unlimited Talk, Text and Data rate plan for $per monthThis rate plan provided Ms [redacted] with unlimited talk, text, and internet with 4G speeds up to 1GBPlease note that the mobile numbers listed above had an additional internet feature which provided Ms [redacted] with up to 3GB of 4G high speeds internet for $per month per lineOn July 11, 2015, Ms [redacted] elected to change rate plans effective July 27, 2015, to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data lines included rate plan with mobile numbers ending in ***, ***, [redacted] and [redacted] for $per monthPlease be advised that Ms [redacted] account is billed in advanceT-Mobile records indicate that Ms [redacted] billing statement dated July 27, 2015, had a balance of $which consisted of prorated monthly recurring charges for rate plan, data features, plus applicable taxes and fees billed from July 11, to July 26, 2015, and monthly recurring charges for rate plan, data features, Equipment Installment Plan (EIP) charges, plus applicable taxes and fees billed from July 27, to August 26, It is important to note that on August 11, 2015, a total credit of $was applied to the account for all data features billed on Ms [redacted] billing statement dated July 27, 2015, leaving a remaining balance of $In addition, on August 11, 2015, per Ms [redacted] request, the additional internet features on the account were removedWe sincerely regret any inconvenience to Ms***As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on August 14, 2015, T-Mobile issued a one-time credit of $for the prorated monthly recurring charges for the rate plan, applicable taxes and fees billed from July 11, to July 26, 2015, leaving the account with a remaining balance of $which consist of monthly recurring charges for the rate plan, EIP charges, plus applicable taxes and fees billed from July 27, to August 26, It is important to mention that the remaining balance of $is Ms [redacted] estimated monthly recurring charges including taxes and feesBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCAida A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I still have no proof of final billing, I disagree with T-mobile's assessment that I was able to fully use the services, it was disruptive to the point of having to switch carriers, caused me financial harm and distress, and the parttern I noted and the conversations I noted indicated it was at least partially retaliatory on T-mobile's part Sincerely, [redacted] ***

November 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] ***Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 14, 2016, regarding the above-referenced accountPlease be advised that the T-Mobile account is listed in the business name [redacted] ***and that Mr [redacted] is listed as an authorized user of the accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter and will continue to work with Mr [redacted] once we are able to speak with himT-Mobile regrets any concerns Mr [redacted] experienced regarding tablet devices being billed to his business accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Business Care departmentOn October 11, 2014, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note deviceOn November 10, 2014, Mr [redacted] started another EIP for three Apple iPhone Plus deviceOur EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active servicePlease be advised from June 17, 2015, through June 22, 2015, T-Mobile was offering an LG G Pad tablet for no monthly payments when a Simple Choice Mobile Internet rate plan of 1GB or higher was activatedThe LG G Pad tablet had to be on our EIP offeringCustomers are charged $per month for the LG G Pad tablet and receive an automatic monthly credit of $per month making the LG G Pad tablet freeT-Mobile records indicate Mr [redacted] took advantage of this offer and activated LG G Pad tablet on our EIP offeringDue to an inadvertent error, more Mobile Internet (“MI”) lines were activated than needed to qualify Mr [redacted] for the promotionOn September 11, 2015, Mr [redacted] took advantage of or JUMP! On Demand lease offering for a Samsung Galaxy SEdge deviceJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costT-Mobile records indicate Mr [redacted] received the $monthly promotional credit for all LG G Pad tablets on his August and September monthly billing statementsWhen T-Mobile cancelled the unused MI lines, this caused the monthly promotional credit to endT-Mobile regrets any inconvenience to Mr [redacted] T-Mobile has reviewed Mr [redacted] ’s monthly billing statements for January and February Our review indicates Mr [redacted] ’s charges were for the monthly access charges and monthly installment chargesT-Mobile does not have record of additional charges to bring his balance to $for this timeframe and ask Mr [redacted] to provide more detail regarding the charges for further reviewOn October 7, 2016, Mr [redacted] ported out five lines of service to another carrierOn November 1, 2016, Mr [redacted] ported out one line of service to another carrier which cancelled his T-Mobile accountIt is important to note that Mr [redacted] ’s T-Mobile account has carried a past due balance since his April 14, 2016, billing statementMr [redacted] ’s final billing statement was in the amount of $5,and consisted of an unpaid balance in the amount of $3,for monthly access charges and monthly equipment charges for the billing period from March 14, 2016, through October 13, 2016, and new charges of $1,for the remaining equipment balance of the Samsung Note device, the Apple iPhone Plus devices, the Samsung SEdge device, and the LG G Pad tablets, and monthly access charges plus applicable taxes for the billing period from October 14, 2016, through November 13, In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $2,for the months Mr [redacted] did not receive the LG G Pad tablet monthly promotional creditsThis credit applied to the balance on the account in the amount of $5,and leaves a remaining balance of $3,T-Mobile would like to offer Mr [redacted] the option of returning the LG G Pad tablets to our office and we will refund the remaining equipment balance for these devicesAs an additional courtesy to Mr [redacted] , T-Mobile has suspended collection activity on his account through December 19, 2016, after which time the account will resume regular collection activityT-Mobile respectfully declines Mr [redacted] ’s request for compensation for loss of businessT-Mobile requests Mr [redacted] contact me at the number below no later than December 13, 2016, to discuss our offer and reinstatement of his linesT-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, INCJennifer G [redacted] Executive Response

November 13, 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 November 4, 2016, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Ms [redacted] - [redacted] ’s satisfaction T-Mobile regrets that Ms [redacted] - [redacted] has concerns with the down-payment requirement with our Handset Upgrade Program With one of T-Mobile’s latest Un-carrier moves, T-Mobile has launched Smartphone Equality, a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for consecutive months In order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due date Payments posted after the hour window will reset the monthly counter It is important to note that well qualified pricing is not the same as being eligible for a zero down-payment as some equipment does not have a zero down-payment option available However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers T-Mobile’s records indicate that Ms [redacted] - [redacted] did not qualify to receive the best pricing handset upgrade options when she applied for service on November 7, Our records indicate that nine payments were remitted that were not considered “on-time” since November Ms [redacted] - [redacted] paid the August, September and October balances “on-time” and if she pays the bills on-time, which is no later than the 30th of each month, she will be eligible for the best pricing handset upgrade options effective August 30, As a gesture of goodwill, T-Mobile agreed to bill the down-payment for a new handset upgrade to Ms [redacted] - [redacted] ’s account and we will credit the down-payment and manually add installments to the account for the down-payment to match the best pricing option On November 13, 2016, Ms [redacted] - [redacted] purchased a Samsung Galaxy Shandset with our EIP option A down payment in the amount of $will be billed to the billing statement dated December 7, and T-Mobile agreed to credit the $down-payment and add monthly installments in the amount of $to the account for the down-payment In addition, Ms [redacted] - [redacted] agreed to pay monthly installments in the amount of $for the remaining handset balance Ms [redacted] - [redacted] was advised that she will be required to pay the handset taxes in the amount of $and a $Upgrade Support Charge with the payment that will be due by December 28, Ms [redacted] - [redacted] agreed that she considers this matter resolved T-Mobile appreciates Ms [redacted] - [redacted] ’s business and we regret any inconvenience that she may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

May 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 23, regarding the above-referenced accountT-Mobile regrets the final billing statement was not what Mr [redacted] had expected and any misunderstanding regarding T-Mobile’s JUMP! On Demand (“JOD”) programT-Mobile records indicate that the final balance of $1,on the final billing statement dated April 2, 2016, is comprised of the final JOD balance of $1,for an Apple iPhone 6s Plus 16GB, Apple iPhone Plus 16GB and LG V10, monthly JOD charges and applicable taxesPlease be advised that JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementIn addition, if a customer has an open JUMP! On Demand and the account is canceled, any remaining unpaid lease balance and purchase option price and applicable taxes on the canceled account is accelerated and becomes due with the final billing statementT-Mobile confirms that the line ending in [redacted] and [redacted] were moved from Mr [redacted] ’s account via a Change of Responsibility (“COR”) which 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 businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountIt is important to note that lease balances of the JUMP! On Demand transfers are currently not supported and cannot be transferred between accountsAll charges apply to the final bill of the original account when closedT-Mobile records further indicate that on April 30, 2016, Mr [redacted] ’s T-Mobile account incurred a $Non-Return fee for a routerThis brought Mr [redacted] ’s new balance to $1,Please note that the router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return feeIf returned with physical damage, the fee is $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 provide this during any of Mr [redacted] ’s contact with our retail location or Customer CareIn an effort to amicably resolve this matter, T-Mobile applied a credit of $1,for the final JOD lease balance and Purchase Option price and applicable taxes for the LG Vand the Apple iPhone 6s Plus Rose Gold 16GB as this equipment was returned to the retail location, leaving a balance owing of $which consists of the final JOD balance of $for the Apple iPhone Plus 16GB for the line ending in [redacted] and the Non-Return fee of $for the RouterT-Mobile also offered to remove the $JOD balance for the Apple iPhone plus 16GB balance by returning the equipment to me directly at the following address: [redacted] T-Mobile recommends that Mr [redacted] send his handsets via a traceable carrierWe ask that he please include his account information, handset, battery and charger within the boxIf T-Mobile is not in receipt of the device by May 30, Mr [redacted] will remain responsible for the remaining balance of the Apple iPhone Plus 16GB and the routerIn addition, T-Mobile has placed a three month collection hold to provide additional time for Mr [redacted] to make payments towards the final balance of $T-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, INCAmor M [redacted] Executive Response

June 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 1, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfactionWe regret any concerns Mr [redacted] may have experienced regarding being billed an out of warranty feeT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Son June 19, By purchasing T-Mobile equipment, Mr [redacted] receives a one-year Limited Warranty provided by the manufacturer of their deviceDuring 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 optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageIf 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 accountWith regard to Mr [redacted] ’s handset, upon receipt we examined it and it was found to have sustained physical damage which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedIn an effort to amicable resolve this matterT-Mobile has credited the out of warranty fee of $It should be noted that this left an amended balance on Mr [redacted] ’s account of $that consist of monthly services charges from April, 27, 2016, through May 26, 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, INCJames H [redacted] Executive Response

February 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 28, 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 Mr [redacted] ’s concerns within this letter T-Mobile regrets any continued concerns Mr [redacted] has experienced regarding his monthly billsT-Mobile records reflect that Mr [redacted] currently has one voice lines and two wearable services for smart watchesMr [redacted] currently has our Simple Choice North America rate plan where he is to pay $a month for unlimited talk, text, and two gigabytes (“GB”) of high speed dataPlease note that T-Mobile records reflect that Mr [redacted] has our Truly Unlimited data feature for $a month, a $Premium Handset Protection (“PHP”) feature, and a $Name ID featureAdditionally T-Mobile records reflect that Mr [redacted] currently has two wearable services for $a month for each serviceT-Mobile records reflect that Mr [redacted] has a $PHP feature for wearable service ending in Please be advised that all pricing is before any taxes and fees It should be noted that when a wearable service is combined with a voice line customers are eligible to receive an automatic $monthly credit for each wearable service T-Mobile records indicate that on May 27, 2016, Mr [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Gear SClassic WatchEIP 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 24-monthly installmentsBased on Mr [redacted] ’s personal credit history at the time of purchase, he was not required to make a down paymentMr [redacted] then agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr [redacted] ’s purchase Additionally, T-Mobile records indicate that on October 6, 2016, Mr [redacted] qualified for our JUMP! On Demand offering with the lease of an iPhone Plus 256GB handsetJUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeMr [redacted] then agreed to a series of 18-monthly payments in the amount of $27.00, which has appeared every month following Mr [redacted] ’s purchase Furthermore, T-Mobile records indicate that on December 5, 2016, Mr [redacted] qualified for our EIP offering with the purchase of a Samsung Gear SwatchMr [redacted] was not required to make a down payment however, agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr [redacted] ’s purchase In an effort to amicably resolve Mr [redacted] ’s concern T-Mobile applied a $credit toward his accountPlease be advised that Mr [redacted] ’s account currently reflects a $balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

May 4, 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 April 25, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has with her billing and her attempts to contact the Executive Office. We make every effort to contact our customers at their preferred contact method and time and we apologize that we were not initially able to make contact with Ms. [redacted] ; however, on May 4, 2017, we were successful in reaching her. As stated in the response to your office on December 19, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with two iPhone 6S Plus 16GB devices. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. Ms. [redacted] , has the option to cancel her leases and return the handsets. As an alternative, should Ms. [redacted] wish to own her devices, she may pay the $191.99 remaining balance for the Purchase Option Price (“POP”) on each handset at the time the lease ends. Additionally, Ms. [redacted] may also place the remaining balance of the POP of the handsets under a nine month installment. Please be advised that the purchase device with payment option installment plan must be accepted by June 19, 2017. It is important to note that all customers who lease or finance equipment are provided with paperwork that outlines the total cost of the handsets, the monthly installments and the POP if applicable. Furthermore, T-Mobile records indicate that between December 18, 2015, and December 20, 2015, T-Mobile offered new and existing customers who purchased a qualifying Alcatel Pixi 7 on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) Plan providing 2GBs or more of high speed data is required for the term of the EIP. T-Mobile records confirm that Ms. [redacted] was receiving the expected promotional monthly bill credits in the amount of $10.00 for the tablet under mobile internet line ending in 6292. However, due to a rate plan change effective December 20, 2016, which was fewer than 2GB of data per month the promotional monthly bill credits were discontinued. Upon speaking with Ms. [redacted] on May 4, 2017, she was presented with the options available for the remaining balance for the POP on each handset at the time the lease ends. As a gesture of good faith T-Mobile closed the EIP for the Alcatel Pixi 7 under mobile internet line ending in 6292. T-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 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. Abigail ***-R [redacted] Executive Response

March 15, 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 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concern to Mr [redacted] in regards to receiving his final billing statementT-Mobile records confirm that Mr [redacted] ported his mobile numbers out to another carrier on February 17, closing his accountOn February 27, his final billing statement was generated and mailed to his physical address on file Please be advised that, per the conversation with Mr [redacted] on March 14, 2017, he confirmed he has received his final billing statement and has submitted it to [redacted] for reimbursementT-Mobile regrets an 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 Oscar T [redacted] Executive Response

December 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 December 15, 2015, regarding the above-referenced accountWe are pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfactionT-Mobile regrets to hear of any concerns Mr [redacted] has experienced regarding his recent handset orderPlease be assured that T-Mobile makes every effort to provide complete and accurate information to our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’ recent contact with our Customer CareUpon investigating Mr [redacted] ’ concerns, T-Mobile has confirmed that Mr [redacted] ’ iPhone 5s handset was received by T-Mobile on October 9, In an effort to amicably resolve the matter, T-Mobile has closed the Equipment Installment Plan ("EIP") associated with the iPhone 5s handsetAdditionally, T-Mobile applied a credit in the amount of $towards Mr [redacted] ’ account for the EIP charges for the iPhone 5s handset from the billing statements dated October 28, 2015, and November 15, Upon speaking to Mr [redacted] , on December 16, 2015, he has confirmed that the matter is resolved and he has no further concernsWe regret 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, INCBrandon M [redacted] Executive Response

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am not satisfiedI was lied to by your employee Sincerely, [redacted]