T-Mobile USA

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 30, 2018, regarding the above-referenced accountT-Mobile is pleased to note that we have resolved Mr***’ concern to his satisfaction T-Mobile regrets any concern Mr [redacted] experienced regarding his account and servicesOn August 6, 2008, Mr [redacted] started services with T-Mobile by activating four linesOn August 7, 2008, a fifth line was added and on September 19, 2014, a sixth line was addedOur records indicate that on March 19, 2017, Mr [redacted] added a seventh line, ending in to his account in an effort to process a new equipment agreementThen, on April 21, 2017, an eighth line ending in was added for the same processPlease note that on August 4, 2017, the lines ending in and were canceledRegretfully, T-Mobile does not have record of a request to have those lines canceled prior to August 4, Mr***’ billing cycle runs from the fifth of the month to the fourth of the following month, with payment due on the twenty-fifthPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip T-Mobile records reflect that in Mr [redacted] has had payment arrangements offered to allow him to postpone payment to an agreed dateOf the arrangements, nine were failed as Mr [redacted] did not meet his promised commitmentAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] would make a payment to restore his services, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service Please be advised that Mr***’ current rate plan is the T-Mobile ONE rate plan, billed at a cost of $130.00, including tax, monthly for the first two lines on the account and a cost of $per month for each additional line In Addition, Mr***’ line ending in subscribes to the ONE Plus feature for $10.00, including tax, monthly; the line ending in subscribes to Premium Handset Protection at a cost of $10.00, including taxes, per month; the line ending in subscribes to our JUMP! feature at a cost of $12.00, including taxes, per month; and the line ending in subscribes to our JUMP! feature at a cost of $12.00, including taxes, monthly The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period In addition to Mr***’ standard monthly service costs, estimated at $including tax monthly, T-Mobile records indicate that Mr [redacted] agreed to the following EIPs: • March 11, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Galaxy Sedge with $ down payment plus taxes for the full retail value of the handset and monthly installments of $ • August 19, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Fast Charge Stand with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • August 19, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung galaxy Note case with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • August 19, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Galaxy Note screen protector with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • October 1, 2016, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone with $down payment plus taxes for the full retail value of the handset and monthly installments of $ • October 1, 2016, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone screen protector with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • October 1, 2016, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone case with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • November 9, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Galaxy Swith $down payment plus taxes for the full retail value of the handset and monthly installments of $ • March 19, 2017, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone Plus with $down payment plus taxes for the full retail value of the handset and monthly installments of $ • March 19, 2017, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone Plus screen protector with $down payment plus taxes for the full retail value of the handset and monthly installments of $ • March 19, 2017, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone Plus case with $down payment plus taxes for the full retail value of the handset and monthly installments of $ Additionally, Mr [redacted] agreed to a JUMP! On Demand lease for the use of a Samsung Galaxy Sedge handset on November 12, 2016, with an agreement to pay $plus taxes monthly for months to fulfil the lease term In Mr***’ correspondence to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr [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 availabilityIf necessary: Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Mr***’ area, T-Mobile shows that he should expect excellent coverageIt is important to note that we have no record of Mr [redacted] contacting us with concerns regarding his coverage Please note that Mr***’ T-Mobile ONE rate plan includes unlimited domestic minutesT-Mobile reviewed the billing statements from October 5, 2017, through February 4, 2018, and over the course of those four months, Mr***’ lines used an average of 1,minutes with calls as long as minutes, sent and received multiple text messages and used an average of gigabytes of data monthlyAs such, it is T-Mobile’s position that Mr [redacted] lines are able to utilize the service If Mr [redacted] continues to experience any difficulties with the service, we request that he provide to 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 Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe 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***’ recent contact with our Customer Care teams In an effort to amicably resolve Mr***’ concerns, T-Mobile offered to waive his current balance of $757.63, revising his balance to zeroThis offer is to negate the cost of Mr***’ previous suspension feesIt was understood by Mr [redacted] that no additional credits would be given for this concern and all suspension fees going forward would be validThis offer was accepted by Mr [redacted] as a resolution to his billing concern In regards to his coverage and connectivity concerns, T-Mobile assisted Mr [redacted] with basic troubleshooting regarding his device memory as well as advised of troubleshooting with Customer Care if the issues persistThis was understood by Mr [redacted] as a resolution to his coverage 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 Juan C [redacted] Executive Response

July 21, 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 July 20, regarding the above-referenced account We are pleased to report that we have resolved the matter to Mr [redacted] ’s satisfaction T-Mobile again regrets that our service did not meet Mr [redacted] ’s needs at his new address and that he has chosen another service provider Additionally, we regret that Mr [redacted] has additional billing concerns Please note that if a customer has an open Equipment Installment Plan (“EIP”) or an open JUMP! On Demand (“JOD”) lease and the account is canceled, any remaining open EIP or JOD balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the agreement provided at the time of the transaction T-Mobile records indicate that Mr [redacted] agreed to an EIP on June 24, with the purchase of a Galaxy S5, on December 11, with the purchase of a Galaxy Avant, on July 6, with the purchase of a Sony Xperia Zand on August 27, with the purchase of an Alcatel One Touch Pixi T-Mobile records further indicate that Mr [redacted] agreed to a JOD lease on August 29, with the lease of an LG G4, on January 8, with the lease of an LG Vand on February 2, with the lease of a Samsung Galaxy Grand Prime and a Samsung Galaxy Note When the account was canceled on May 3, the remaining EIP and JOD balances were accelerated and posted to the final billing statement dated May 24, However, as shared in our correspondence to your office on July 14, 2016, as a gesture of goodwill, T-Mobile allowed Mr [redacted] to return his equipment to our office, though outside of the return period, and we adjusted the remaining balance due on these devices as well as his final service charges leaving him with a zero balance As such, it is T-Mobile’s position that no additional credit is due However, in an effort to amicably resolve the matter, T-Mobile has issued a refund to Mr [redacted] for the payments made on any equipment leased in totaling $Mr [redacted] will receive his refund as a prepaid MasterCard issued by Citibank and should expect to receive his card within seven to ten days We regret any inconvenience Mr [redacted] may have experienced as a result of 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 David T [redacted] Executive Response

February 27, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 15, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Mr [redacted] regarding the cancelation of his T-Mobile account and his final billing statement T-Mobile records confirm that Mr [redacted] canceled his account on November 22, when he ported his mobile numbers to another service provider Mr [redacted] ’s billing cycle ran from the 21st of one month to the 20th of the following month Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Mr [redacted] was billed through December 20, 2017.As Mr [redacted] ’s account was billed in advance, his payment remitted on December 11, in the amount of $covered his monthly recurring charges for services rendered from November 21, through December 20, 2017.On February 5, 2018, Mr [redacted] ’s payment of $was returned to T-Mobile as unpaid by his financial institution As such, Mr [redacted] was assessed a returned payment fee of $30.00, updating his balance to $90.00.As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the charges incurred from November 21, through December 20, As an additional effort to amicably resolve this matter, T-Mobile credited the $returned payment fee Mr [redacted] ’s account remains closed with a zero balance.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our 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.Martin [redacted] Executive Response

September 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 11, 2016, regarding the above-referenced accountWe regret Mr [redacted] ’s concern regarding the return of his coverage deviceThe T-Mobile 4G/LTE CellSpot is a unique and simple solution that improves a customer's in-home coverage, enabling them to make better voice and data connections while in their homePlease note that the CellSpots are T-Mobile owned devicesIf the device is not returned upon cancellation of service, there is a $non-return fee that is assessed to the accountPlease be advised on July 18, 2016, T-Mobile records indicate Mr [redacted] cancelled his account with the port-out of his numbersRecords further confirm at the time of cancellation, T-Mobile mailed Mr [redacted] a return kit that includes a prepaid return mailing label for the CellSpot coverage deviceT-Mobile regrets that Mr [redacted] did not receive the return kitAs T-Mobile did not receive the device within days of the cancellation of service, Mr [redacted] ’s account was billed the non-return fee of $plus taxHowever, our records confirm that we successfully received the device outside of the day period and have provided an account credit for the billed feeIn an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile offered to provide a refund of the billed non-return fee and additional compensation totaling $406.34, mailed to him in the form of a prepaid refund cardPlease note these steps will return Mr [redacted] ’s account to a zero balanceMr [redacted] accepted our offer as resolutionT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKimo C [redacted] Executive Response

April 5, 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 March 27, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that the account holder of record is Ms [redacted] ***, and that she has designated Mr [redacted] 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 Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced regarding the above-referenced accountOur records confirm that on March 1, 2017, an Apple iPhone Plus handset was purchased at a total cost including taxes and shipping in the amount of $A new line of service was to be added to the above-referenced account for this handsetThis line of service, ending in 4646, was activated on March 2, Payment for the handset was remitted via a credit cardOur records confirm that the Apple iPhone Plus handset was shipped via UPS, and was to be delivered on March 7, Regrettably, however, the device could not be deliveredAs such, the handset was returned to a UPS location, for pickup at Ms***’s earliest convenienceOur records confirm that the shipment was successfully picked up by Ms [redacted] on March 14, In Mr [redacted] ’s correspondence, he indicated that the Apple iPhone Plus handset was not included in the shipmentUpon receipt and review of Mr [redacted] ’s concerns, T-Mobile confirmed that the handset in questions is not in use on Mr [redacted] ’s accountAs such, on March 30, 2017, the device was blocked from use on our network, and a refund was requested for the payment remitted in the amount of $Our records confirm that a refund in the amount of $was issued to the credit card used for the March 1, paymentThis refund can be expected to be available within three to five business daysT-Mobile regrets any inconvenience Mr [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***I am not satisfied with the Statement from T-Mobile regarding my account, they continues broadcasting their lies with pretty wordsThe changing of the "Rate plan" back and forward was done by T-Mobile and T-Mobile aloneI was laying down in my beds peacefully when a representative from T-Mobile called me luring me into their promotion, no one explained to me that my "Rateplan"Will changed to a more expensive planThe representative who called me explain everything so neat and convincing that figure I get a called to offer me a free tablet ( which I did not need)and a free phone just for keeping the account for years which I plan to does an offer I can refused No one mentioned anything about changing the rate plan of course for a more expensive oneIt's true that I did called and spoke to a representative concerning helping me with a plan to save some money, my bill with T-Mobilre was over $Dollars The representative sound helpful and offer me a less expensive plan, did she explains to me the that changing this plan will incurred me paying for the tablet that never worked, and the LG phoneof course not, customer services employee at T-Monile appears to be train to be aggressive for their commissions and to disregard the welfare of their customers T- Mobile stop writing pretty words full of lies, and stop stealing from the customers.concerning their tablet check on their recordings they claim hat all the calls are recording for training purpose, I called several times to get assistance to get the tablet to be able to receive pictures, and text messages that didn't work.regarding the returning of their equipment yes it's true I returned after the days period, I returned both equipment the same day see Attached UzpS receive T-Mobile is lurking into charging me for that phone incredibleI do not wish to continue wasting my time with this nonsense, I joined T-Mobile to stay with their services, I had used T-Mobile for a while using pre-Paid and I like their services, what I don't like is to be robbed, using pretty words to explain how they get their customer confused with their promotionI do not wish to be contacted with these lies again, the records shows how many customers are switching to another carrier

Complaint: [redacted] I am rejecting this response because: Ligia M [redacted] has a hard time understanding the fact that when I added lines on June 10th that I was lied to by the representative She also says my bill should be approximately $but I am being billed over $and she refuses to correct it even though in a couple of emails she stated I'm bill should be $ I have requested to have this turned over to someone else and yet she refuses again When we go in to a T-Mobile store and the reps input things in the computer, that is beyond our control They tell us verbally what the price would be The bill comes in and it is a lot more than what was said in the store We don't find out about it until the bill comes in I was given no paperwork in the store but I assume that is the norm for T-Monile since I never got any paperwork like I did with other service providersI'm also assuming that is because it is their way to scam customers I want this rectified immediately I will continue to fight it because T-Mobile lied to me and they should not get away with it Ligia M [redacted] was not in the store when the mini iPad and the sync up was added She does not know or care about the conversation between me, my son who was in the phone because he serves in the military and could not go but the iPad was for him) and the rep Sincerely, [redacted]

July 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 8, 2016, 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 customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our retail locationT-Mobile records confirm that on June 18, 2016, a new line of service was activated on Mr [redacted] ’s account ending in ***Please be advised that on July 13, 2016, T-Mobile cancelled this line and we will investigate this matter internallyIt is important to note that Mr [redacted] will not be responsible for any charges associated to this lineIn an effort to amicably resolve this matter, T-Mobile offered a $credit to Mr [redacted] , which he accepted as a resolutionThis credit reduced his balance to $49.68, which is due July 25, Again, T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his continued businessBased 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 G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because I still haven't received my refundI never received the phones because T-mobile messed up my order I want my refund NOT a creditI want my money back on my Credit CardT-mobile has offered me a credit which I do NOT wantI want my MONEY BACK IN FULL for BOTH PhonesI also want the shipping cost for both phones as wellI WANT MY MONEY BACK!!!! I WANT MY MONEY BACK!!!! I don't want a T-Mobile Credit, I WANT MY MONEY BACK IN FULL! [redacted] - [redacted]

June 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated June 13, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] has been designated as an authorized user of the account We regret to hear of the difficulties Mr [redacted] has experienced with his T-Mobile service and billing while roamingIn late 2013, T-Mobile began offering customers on eligible Simple Choice rate plans the largest global data coverage area included at no extra chargeThis global freedom feature is Simple Global and was automatically added to qualifying plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries)Please note, there is no need to for customers to add a separate feature or service to the account before they travel Please be advised that upon the handset registering with a foreign network, a series of text messages are sent to the handset that inform the customer of applicable rates in the country in which they are locatedThe messages sent state: • Free T-Mobile Msg: Welcome to Unlimited text incl with your global coverageTalk $0.20/minMore info http://t-mo.com/T&C • Free T-Mobile Msg: call charges are: FREE to the US, $0.20/min locallyTo all other countries: long distance rates (as if originating from the US) • Free T-Mobile Msg: Unlimited web included as part of your global coverageTo purchase high speed data please visit: http://t-mo.com/4G-Data T-Mobile records confirm Mr [redacted] activated his T-Mobile account on December 31, 2015, under an eligible Simple Choice rate plan and was billed accurately under the Simple Global rateUpon Mr***’s dispute of the roaming charges T-Mobile has provided numerous courtesy credits and has clarified the correct charges under the Simple Global ratesBased on the informational text messages that were sent and Mr***’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, on June 20, 2017, T-Mobile offered to issue a credit for three of Mr***’s handsets an Apple iPhone 7, an Apple iPhone 6, and an Apple iPhone 6s plus for a total remaining balance of $867.10, and Mr [redacted] has the option to cancel his servicesRegrettably, after speaking with Mr [redacted] he respectfully declined this optionPlease note that Mr [redacted] has until July 9, 2017, to accept the offerShould Mr [redacted] like to take advantage of the offer he may contact me directly at the number provided below 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***’s recent contact with our retail location and Customer CareT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***-*** Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response

April 7, 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 March 29, 2017, regarding the above-referenced account We are pleased to report that we have resolved Ms***’ 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] regarding the Handset Exchange Program According to our records on May 13, 2015, Ms [redacted] purchased a Samsung Galaxy Sthrough our Equipment Installment Plan (“EIP”)By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her device Upon review of Ms***’ account this warranty has been extended as she subscribes to the optional JUMP featureDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide 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 damageAs such, Ms [redacted] requested a replacement on March 18, 2017, March 21, 2017, March 24, 2017, March 29, and March 30, 2017, but were cancelled and not accepted due to manufacturer defectsWe apologize for the inconveniences this has caused Although, it is T-Mobile’s position that we have honored the Limited Warranty provided by the manufacturer, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has offered a new Samsung Galaxy SEdge at no cost to Ms [redacted] as a replacementPlease note that on April 7, 2017, T-Mobile contacted Ms [redacted] and presented this offer as resolution to their 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

Revdex.com: Hi, Please duly note I accept T-Mobile USA, Incresponse to my initial complaintI confirm this matter has been resolved to my satisfaction and maybe closed Warmest, [redacted] Arlington Public Schools Arlington, VA Office: and Voicemail: [redacted]

December 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 19, 2016, regarding the above-referenced accountT-Mobile regrets any billing and handset concerns Mr [redacted] has encounteredT-Mobile records confirm that Mr [redacted] billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateA review of the account confirms that Mr [redacted] payment that was due on October 19, 2016, was not received on timeAdditional, review indicates on October 17, 2016, Mr [redacted] made a payment arrangement on our website and agreed to remit two payments in the amount of $on October 31, 2016, and $on November 14, As payment was not received on the agreed upon date, T-Mobile suspended the account’s ability to place outbound calls on November 3, As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] made a payment later that day on November 3, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of serviceT-Mobile records confirm that Mr [redacted] billing statement dated November 27, 2016, included the monthly recurring charges for services from November 27, 2016, through December 26, 2016, as well as a charge for the prior month’s rate plan which was a re-rate of charges for service rendered from October 27, 2016, through November 26, Please note, as Mr [redacted] was being re-rated for the prior month’s service charges, due to his service being suspended mid cycle, he was going to receive a credit for the prior month’s service charges reflected on the billing statement dated October 27, 2016, once the new billing statement was generated after December 27, In regards to Mr [redacted] concerns regarding a replacement device, on November 15, 2016, T-Mobile offered Mr [redacted] the option to complete a handset replacement through Assurant, T-Mobile’s third-party insurance provider, and when he pays the $deductible we offered to issue a $bill credit toward the account to offset the cost of the deductibleThis is outlined in our response to your agency dated November 17, 2016, in reference to file number Please note at that time Mr [redacted] declined this offer; however, as a gesture of goodwill, the offer was extended through December 15, 2016, should Mr [redacted] choose to take advantage of the offerPlease be advised an insurance claim was needed to be filed by December 15, As a claim was not generated by December 15, 2016, T-Mobile respectfully declines Mr [redacted] request to honor the previous offerT-Mobile regrets any inconvenience this may causeNevertheless, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $for the rerate in service as well as the restore from suspend feesMr [redacted] account now reflects a remaining balance of $Please note all future restore from suspend fees on the account will be considered valid and owedBased 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, INCZachary S [redacted] Executive Response

March 14, 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 March 12, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] L [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountT-Mobile regrets any concerns that Ms [redacted] experienced regarding her JUMP! On Demand (“JOD”) returnT-Mobile records confirm that on August 16, 2015, Ms [redacted] qualified and took advantage of our JOD leasing with the lease of an Apple iPhone handsetPlease note that part of the benefits of JOD is that customers can exchange their handsets three times in a rolling calendar year and start on a whole new lease with a different handsetOur records confirm that on September 25, 2015, Ms [redacted] processed a JOD upgrade to an Apple iPhone 6s handset and returned her iPhone handset at the retail locationT-Mobile records indicate that Ms [redacted] ’s account is currently subscribed to the $Simple Choice North America Unlimited Talk and Text with 10GB for two lines rate plan, with a $JUMP! feature for mobile number ending in and a $PHP feature for mobile number ending in ***In addition to the monthly recurring charges for services mentioned above, Ms [redacted] is paying a combined monthly fee of $for Equipment Installment Plan (“EIP”) charges for a Samsung Galaxy Grand Prime, an Apple iPhone 6S 16GB Gold and accessories, which brings Ms [redacted] ’s estimated monthly recurring charges to $Regretfully, due to an inadvertent error, the Apple iPhone JOD lease was not closed out at the time of upgrade and Ms [redacted] continued to be billed for the handsetHowever, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile issued a credit in the amount of $120.00, which is equivalent to five months of lease charges, and $as a one-time courtesy credit and shall apply to the next billing statementFurthermore, T-Mobile has removed the JOD lease from Ms [redacted] ’s accountPlease note that Ms [redacted] ’s account remains active with a credit balance of $T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

June 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 June 3, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms [redacted] , who has been designated as an authorized user by Mr [redacted] , she confirmed that this matter has been resolved to her satisfaction T-Mobile regrets to hear of any concerns that Ms [redacted] experienced regarding the Change of Responsibility (“COR”) processA COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or 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 accountUpon requesting a COR, Mr [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed On March 1, 2017, Ms [redacted] contacted T-Mobile to pay the Equipment Installment Plan balances owed on the devices on the mobile numbers ending in [redacted] and ***When the payments were made, they applied to the open balance on the account, causing the bill that generated on March 24, 2017, to reflect not only equipment balance charges, but also the monthly recurring charges on Mr [redacted] ’s account, causing the balance to be higher than expected T-Mobile records confirm that on April 3, 2017, the mobile numbers ending in [redacted] and [redacted] were successfully moved to the new customer’s account On June 8, 2017, T-Mobile contacted Ms [redacted] , and in an effort to amicably resolve the matter issued a one-time bill credit in the amount of $to Mr [redacted] ’s account, leaving it with active with a zero balancePursuant to our conversation, Ms [redacted] confirmed the matter is resolved, and she has no further concernsT-Mobile regrets any inconvenience to Ms [redacted] , and we appreciate her business Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Adrianne F [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 25, 2017, regarding the above-referenced accountPlease note that T-Mobile attempted to reach Mr [redacted] but we were unsuccessful, therefore we will make every effort to fully address his concerns in this letter T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr [redacted] may have encounteredT-Mobile appreciates the feedback Mr [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences T-Mobile has carefully reviewed Mr [redacted] ’s account and we have been unable to find documentation that he was offered a free devicePlease note that T-Mobile no longer provides customers with free handsets as we eliminated contractual agreements several years ago; therefore an offer for a free device is being issued as a courtesy to a customer outside of our policies and guidelinesAs this is the case, such offers are most often one time and need to be accepted at that time or will no longer be honoredIf Mr [redacted] did experience a previous offer being later declined, that is within T-Mobile’s procedures Further review of Mr [redacted] ’s account has confirmed that he has very frequently received handsets at no cost with no obligation on his part, but as a courtesy to himT-Mobile has confirmed that, going as far back as July 2010, Mr [redacted] has been credited in full for all devices that were ordered for him by our Customer Care teamThis is a total value of $4,which does not include the sales tax and shipping costs that were also consistently waivedBased on this information, it is T-Mobile’s position that Mr [redacted] has been generously compensated in regards to his handset upgrade requests and we respectfully decline his current request for a free Samsung Galaxy S8+ T-Mobile would like to encourage Mr [redacted] to review our Equipment Installment Plan offer to provide him with a very low out of pocket expense at the time he purchases new devicesAdditionally, T-Mobile suggests that Mr [redacted] follow us on social media sites like Twitter and Facebook to remain up to date on all our current offers so he can be sure to take advantage to any that suit his needs 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 Liana G [redacted] Executive Response

Revdex.com:T-mobile has resolved this issue and has given me back my grandfathered account [redacted] ***

June 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 May 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her accountT-Mobile records confirm that on February 13, 2017, Ms [redacted] agreed to and completed a Change of Responsibility (“COR”) for mobile number ending in ***A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or 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 account Our records reflect that on February 13, 2017, Ms [redacted] subscribed to our T-Mobile ONE rate plan for $for two linesPlease be advised that this rate plan allows customers the opportunity to receive a $discount per line when enrolled in AutopayFurther records confirm that on April 12, 2017, Ms [redacted] subscribed to our T-Mobile ONE (tax inclusive) rate plan for $Please note that our records show that Ms [redacted] is not currently enrolled in Autopay T-Mobile records indicate that Ms [redacted] ’s account is billed by a system known as “bill current”This means that charges for Ms [redacted] ’s rate plan are billed in advance of the service being provided and become due within that billing cycleIf during that billing cycle the customer had any rate plan changes, usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advanceAt the time of Ms [redacted] ’s COR completion, the rate plan was backdated to the beginning of that cycle, February 5, 2017, causing her to be billed the new rate on the family plan from February 5, 2017, through March 4, 2017, and from March 5, 2017, through April 4, 2017, which reflects on her billing statement dated March 5, Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Ms [redacted] is not an authorized user on the account from which the COR was moved from; therefore, we cannot discuss account details with herMs [redacted] is welcome to have the previous account holder add her as an authorized user to discuss this matter further In an effort to amicably resolve this matter, on June 6, 2017, T-Mobile offered Ms [redacted] our now grandfathered Select Choice plan for $per month for two lines before taxes and feesAdditionally, T-Mobile has requested that Ms [redacted] provided a good time when she and the previous account holder are available to discuss the previous account detailsMs [redacted] is welcome to contact me at the number below and or via email at [redacted] @T-Mobile.com within days of this letters date for further assistanceT-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 Chris L [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 unsatisfactoryI spoke to T-Mobile management who still could not take payment and I'm still left trying to satisfy this debtThis entire issue could have been resolved months ago when I walked into the store to return the deviceI would like the negative remark removed and find out which collection agency I now have to pay

July 28, 2016 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 July 21, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] , which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on December 31, 2015, Ms. [redacted] entered into a JUMP! On Demand lease by selecting an Apple iPhone 6S handset. JUMP! On Demand 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 of the handset will be assessed on the next month billing statement. Please note that Ms. [redacted] ’ T-Mobile account was cancelled on July 2, 2016. Due to account cancellation, the remaining lease payments as well as the purchase option price have been assessed and will appear on the billing statement dated August 3, 2016. Upon speaking to Ms. [redacted] on July 27, 2016, she informed T-Mobile that she did not authorize the payments of $57.64 made on June 14, 2016, and $18.57 made on July 14, 2016. Please note that these payments covered Ms. [redacted] ’ monthly access charges from May 3, 2016, through July 2, 2016. On July 27, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile agreed to refund Ms. [redacted] $76.21 for the two above-mentioned payments. Additionally, T-Mobile will allow Ms. [redacted] to return her Apple iPhone 6S handset directly to my attention within 30 days of the date of this letter at: Executive Response Team Attention: William B [redacted] 1201 Menaul Blvd NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $321.50 for the remaining lease payments and the purchase option price on Ms. [redacted] ’ JUMP! On Demand lease. As of July 27, 2016, Ms. [redacted] ’ account remains closed with a zero balance. 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. William B [redacted] Executive Response