T-Mobile USA

November 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 October 26, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms [redacted] ’s satisfactionWe regret any coverage issues Ms [redacted] has experiencedAs mentioned in our letter dated October 26, 2016, to your office, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityIt is important to note that this is stated in T-Mobile’s Terms and Conditions of service which are accepted at the time of activationA copy of the Terms and Conditions can be viewed at www.T-Mobile.comMs [redacted] mentions in correspondence to your office that someone explained to her that they live close to her area but are not experiencing issues however in review of Ms [redacted] ’s coverage area; three of the towers that directly service her home address on file are undergoing modernizationIn order to amicably resolve the matter on October 24, 2016, T-Mobile sent a signal booster to Ms [redacted] ’s home address on file to help with her indoor coverageOur records reflect that the signal booster has been shipped and tracking number [redacted] shows expected delivery of November 4, Additionally, on November 1, 2016, T-Mobile contacted Ms [redacted] to address her concerns about her handsets not working properly and sent her a Samsung Galaxy Sas replacement at no charge to which she acceptedOur records show that tracking number [redacted] shows that the Samsung Galaxy Swas delivered on November 3, 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, INCJimmie P [redacted] Executive Response

July 5, 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 June 24, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] has experienced while attempting to take advantage of the Smartphone Equality offer. 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 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48 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 records indicate that Mr. [redacted] activated an account on July 30, 2016, with one line of service. As of June 27, 2017, he has approximately 11 months of payment history with T-Mobile. Upon review of Mr. [redacted] s account T-Mobile found that on May 27, 2017, his financial institution returned a payment that was previously made in the amount of $200.00. As the payment was reversed, based on the requirements conveyed for Smartphone Equality, Mr. [redacted] would not qualify for well qualified pricing in July and the monthly counter was reset. In Mr. [redacted] ’s letter to your office, he advises that he was offered to be qualified for the Smartphone Equality offer through T-Mobile. T-Mobile records indicate on June 5, 2017 that if Mr. [redacted] agreed to pay the May 3, 2017, and June 3, 2017, billing statements totaling $197.67, and that T-Mobile would agree to honor the Smartphone Equality offer for Mr. [redacted] ’s account. Mr. [redacted] met that agreement with a payment on June 9, 2017 for $94.31 and on June 23, 2017 for $103.36. On June 23, 2017, Mr. [redacted] called to take advantage of the Smartphone Equality offer but was advised of the standard requirements of the offer and was declined the courtesy to honor the Smartphone Equality offer based on the payment history. In an effort to amicably resolve Mr. [redacted] ’s concerns for the Smartphone Equality offer, T-Mobile has moved Mr. [redacted] ’s account to well-qualified pricing on June 27, 2017. Please note that the offer fulfilment is a permanent change to the account and will continue to reflect well-qualified pricing for the lifetime of the account. T-Mobile regrets any inconvenience to Mr. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Jhayd G [redacted] Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] in regards to his concerns of being overcharged for his iPhone From September 26, to October 2, 2016, T-Mobile offered new and existing postpaid customers the opportunity to upgrade their full paid off iPhone to the iPhone at a discounted priceWith this offer, qualified customers who purchased a new iPhone on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is discounted after months T-Mobile records confirm that on September 30, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of a an Apple iPhone 32GB handsetBased on Mr***’s trade in of an Apple iPhone 6, he was quoted a trade in credit of $along with monthly EIP credits of $per month making the total cost of the device after all credits $Please be advised that on November 15, 2016, Mr [redacted] received a trade in credit in the amount of $and has been receiving monthly credits in the amount of $It is important to note that due to an inadvertent error, Mr [redacted] received a lower trade in credit On April 3, 2017, T-Mobile applied an additional credit in the amount of $to cover the remaining amount of the expected trade in credit and leaving his account at a $credit balanceAdditionally, in order to amicably resolve this matter, T-Mobile applied a $credit towards the EIP for the iPhone 32GB handsetThis has brought the remaining balance owed on the EIP to $and Mr [redacted] should expect to still see his EIP payment at $monthly and receive a credit in the amount of $towards it with only ten remaining payments instead of twenty 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 Jimmie P [redacted] Executive Response

January 19, 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 January 7, 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 concerns Ms. [redacted] has experienced regarding her recent handset exchange. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, customers are 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. According to our records, on December 4, 2015, Ms. [redacted] completed a handset exchange. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted] ’s handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Nevertheless, in an effort to amicably resolve the matter, on January 12, 2016, T-Mobile applied a courtesy credit in the amount of $436.00 towards Ms. [redacted] ’s account for the aforementioned out-of-warranty fee and applicable taxes. Ms. [redacted] ’s account remains active with a credit balance of $4.68. We regret 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. Brandon M [redacted] Executive Response

It appears that a resolution to this complaint has been reached with T-MobileA representative with the company contacted me yesterday afternoon and we reached an agreementI am requesting that this complaint be closed

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Name: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] encountered regarding her account T-Mobile records confirm that as of March 15, 2017, Ms [redacted] is subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $180.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that Ms [redacted] is eligible to receive a $discount per line to reduce her rate plan to $per month if the account is enrolled in AutoPayAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayFurthermore, T-Mobile records do not support that Ms [redacted] was provided a monthly rate of $for her service T-Mobile further regrets to hear that Ms [redacted] has concerns about the billing and payments on her accountT-Mobile has asked Ms [redacted] to fax or email an unaltered bank statement that displays the disputed $payment and a running balance prior to and following the paymentMs [redacted] may fax her bank statement to 505-998-or via email at [redacted] @T-Mobile.comUpon receipt of that documentation T-Mobile will investigate Ms [redacted] ***’s missing payment and will apprise her of our findingsT-Mobile regrets any inconvenience to Ms [redacted] *** In addition, T-Mobile has placed a temporary hold on payment on Ms [redacted] ***’s account through June 14, 2017, to allow Ms [redacted] time to submit her documentation 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 Abigail ***-R [redacted] Executive Response

June 16, 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 June 4, 2017, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any misunderstanding to Mr [redacted] regarding T-Mobile’s Carrier Freedom offer and the status of his submissionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the device T-Mobile records reflect that on May 2, 2017, Mr [redacted] activated service and tradthree Apple iPhone 16GB devicesThe traamount for all of the devices totaled $Mr [redacted] accepted the offer and $of the $travalue was used towards a portion of Mr [redacted] ’s down payments and taxes for the equipment he was purchasing from T-MobileThe remaining $tracredit was transferred as a bill credit to Mr [redacted] ’s account Review of the account confirms that Mr [redacted] did qualify for our Carrier Freedom reimbursement offerBased on the amount owed to Mr [redacted] ’s prior carrier, minus the above mentioned travalue previously received, on May 30, 2017, a prepaid MasterCard in the amount of $was mailed to Mr [redacted] at the address provided at the time of activationIt is T-Mobile’s position that Mr [redacted] has been provided with the Carrier Freedom offer in full Please be advised that T-Mobile spoke with Mr [redacted] via phone and advised that T-Mobile respectfully declines his request for two months free of serviceHowever, in an effort to amicably resolve this matter, T-Mobile has offered a one month free credit in the amount of $as a onetime bill credit, which has left Mr [redacted] ’s account with a zero balanceMr [redacted] did accept this as resolution to his concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer Care and Retail location 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 Nicole C [redacted] Executive Response

August 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 7, 2015, regarding the above-referenced accountT-Mobile records indicate Ms [redacted] activated a prepaid account with the mobile number ending in [redacted] on June 2, Ms [redacted] purchased a $refill card at this time, and subscribed to our Unlimited Text and Data rate plan at $monthlyHowever, our records confirm that the device Ms [redacted] attempted to activate had been blocked from accessing the T-Mobile networkT-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivatedA phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networksT-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occursBy blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outletsOur records confirm that Ms [redacted] cancelled her prepaid number ending in [redacted] on June 2, Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” However, in an effort to amicably resolve Ms [redacted] ’s concerns, on August 10, 2015, T-Mobile issued a refund to her in the amount of $for the refill card and applicable taxesThis refund has been issued to Ms [redacted] as a prepaid card, and has been sent via U.SMailMs [redacted] can expect to receive this refund within seven to ten business daysT-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

March 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated March 21, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that the business has designated Mr [redacted] as an authorized user of the accountPlease be advised that T-Mobile has attempted to contact Mr [redacted] but we have unsuccessful therefore we will make every effort to address his concerns within this letter From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr [redacted] , who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] would be eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus at no cost after a device tracredit and monthly bill creditsPlease note that these requirements must be met throughout the term of the EIP T-Mobile records indicate that on November 27, 2016, Mr [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone gigabyte (“GB”) handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAt the time of Mr [redacted] ’s purchase, he was not required to make a down payment and agreed to a series of monthly installments in the amount of $Regretfully, T-Mobile records reflect that Mr [redacted] is not on a qualifying plan for the Apple Black Friday promotion and is not receiving any monthly credits However, in an effort to amicably resolve Mr [redacted] ’s concerns on March 23, 2017, T-Mobile accelerated the remaining balance of $for the above mentioned iPhone GB handsetPlease be advised that final charge for handset is scheduled to appear on the billing statement for April 15, Additionally T-Mobile applied a $credit on the account in an effort to honor the promotional pricing for the Apple Black Friday promotion Lastly, in a further effort to resolve Mr [redacted] ’s concerns on March 31, 2017, T-Mobile has applied a one-time courtesy credit in the amount of $Please note that the account currently reflects a credit balance of $ 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

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 26, 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 We regret any concerns to Ms [redacted] regarding our Advantage Program corporate discount program Our records confirm that as of January 25, 2017, the account was subscribed to the T-Mobile ONE Taxes Inclusive rate plan for $per month with mobile numbers ending in ***, ***, ***, [redacted] and ***Please note that the lines ending in ***, [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $per month per lineAlso, the lines ending in [redacted] and [redacted] have the JUMP! feature for $per month per lineOur records further confirm that on January 25, 2017, pursuant to Ms [redacted] ’s request, the mobile internet line ending in [redacted] subscribed to the T-Mobile ONE Wearable rate plan for $per monthThis line also has the Mobile Internet JUMP! feature for $per month T-Mobile records indicate the account has the below listed Equipment Installment Plans (“EIP”): • November 27, 2016, one iPhone gigabytes (“GB”) with monthly installments in the amount of $ • January 21, 2017, one Samsung Gear Swith monthly installments in the amount of $ • February 20, 2017, one Powerbeats Wireless with monthly installments in the amount of $ • February 20, 2017, one iPhone Plus 128GB with monthly installments in the amount of $ • March 24, 2017, one Mophie Powerstation Plus with monthly installments in the amount of $ Based on the above, the account’s estimated monthly recurring charges are $before applicable taxes, fees and the EIP monthly installmentsIt is important to mention that the account is eligible to receive a $Auto-Pay promotional monthly bill credit as long as it remains enrolled in Auto PayAdditionally, the account receives an additional $promotional bill credit, reducing the estimated monthly recurring charge to $before applicable taxes, fees and the EIP monthly installments listed above totaling $ T-Mobile records confirm that the account is enrolled in our Advantage Program corporate discount programThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountIt is important to note that the T-Mobile ONE rate plan that the account is subscribed to is not eligible for the Advantage Program monthly discount as these rate plans are already discounted As of January 25, 2017, Ms [redacted] is still eligible to receive a $Reward Card for each new device or tablet that is purchased based on her affiliation with Veterans Advantage IncPlease be advised that on January 25, 2017, Ms [redacted] was sent an email confirmation regarding her enrollment to the Advantage Program and her eligibility to receive a monthly discountHowever, after the confirmation was sent to Ms [redacted] , the account was subscribed to the T-Mobile ONE Taxes Included rate plan which, as mentioned above, is ineligible to receive a monthly discountWe regret any inconvenience to Ms [redacted] Upon speaking with Ms [redacted] on March 28, 2017, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile agreed to issue a one-time lump sum courtesy credit of $which represents a percent discount off the account monthly access charges for a period of monthsRegrettably Ms [redacted] declined this offer as she wanted to have the discount applied on a monthly basis, which as mentioned above is not an optionAdditionally, T-Mobile agreed to send a $Citibank prepaid card to the account billing address for the purchase of the iPhone Plus handset completed on February 20, T-Mobile would like to discuss an alternate resolution with Ms [redacted] and respectfully request that she contact me directly at the number listed below if she wishes to further discuss this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [redacted] Executive Response

September 10, 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 September 2, 2015, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] has designated [redacted] as an authorized user of the 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 understands the importance of having a working handset and we regret any concerns that Ms [redacted] has experienced with her handset We further regret any inconvenience Ms [redacted] encountered when discussing her handset issues with our Sales representatives We make every effort to provide a world-class customer service experience with every interaction On May 31, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Avant handset EIP is a payment option that allows eligible customers to purchase handsets by agreeing to pay the equipment balance in installments By purchasing the Samsung Galaxy Avant, Ms [redacted] received a one-year Limited Warranty provided by Samsung, the manufacturer of her deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsOur records confirm that Ms [redacted] has not completed a handset exchange Regarding Ms [redacted] ’s concerns about the SIM card change, T-Mobile has no record of any change to Ms [redacted] ’s SIM card and we request that she contact our Customer Care at [redacted] so we can effectively evaluate and troubleshoot her handset and text messaging concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Ruben A [redacted] Executive Response

June 1, 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 May 27, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfactionIn Mr [redacted] ’s letter to your office, he indicates that he experienced coverage concernsAlthough we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] experienced any issues with his serviceT-Mobile records confirm that on April 13, 2016, Mr [redacted] activated one mobile number ending in [redacted] on the Simple Choice North America rate plan with unlimited talk, text messaging and one gigabyte of data up to 4G speedsData features providing increasing allotments of high speed data may be added for an additional costMr [redacted] ’s account reflects that an unlimited data feature with 14GB’s of hotspot for $was added to his base rate for an approximate total monthly cost of $Please be advised that T-Mobile does offer additional rate plans for the hearing impairedUpon speaking with Mr [redacted] on May 31, 2016, T-Mobile ascertained that Mr [redacted] had originally requested the Simple Choice Data Only rate plan for $per month that includes gigabytes of high speed data and unlimited text messaging for smartphones that have no need for voice servicesIt is important to note that this rate plans are restricted from accessing voice servicesRegrettably, due to an administrative error Mr [redacted] ’s account was activated on a voice capable Simple Choice North America rate plan with additional data causing his monthly recurring cost to be approximately $higher than he had anticipatedIt is important to note that Mr [redacted] ’s account is considered a bill current account and therefore is billed in advance; his bill cycle runs from the 15th of one month to the 14th of the following month and is due on the 7thT-Mobile records confirm that Mr [redacted] ’s billing statement dated April 14, 2016, carried a total balance of $Mr [redacted] was assessed $in current statement charges for monthly access, applicable taxes and fees for service between April 15, 2016, and May 14, 2016, which was due in full by May 7, On April 25, 2016, Mr [redacted] contacted T-Mobile’s Loyalty Department and reported the concern with the difference in the monthly cost as well as coverage concernsT-Mobile offered to adjust the rate plan to the agreed upon $per month monthly cost and advised that the credit would be entered on May 19, 2016, following end of the billing cycleUnfortunately, due to coverage concerns, on April 25, 2016, Mr [redacted] elected to terminate his service due to coverage concernsAs such, on May 15, 2016, the close of his next billing cycle, Mr [redacted] ’s was credited $for the unused prorated charges from April 25, 2016, through May 14, 2016, resulting in a reduced balance of $due in full by June 7, In an effort to amicably resolve Mr [redacted] ’s concerns, on May 31, 2016, T-Mobile issued a one-time credit to his account in the amount of $At this time Mr [redacted] ’s account remains closed with a zero balanceT-Mobile regrets any frustration that Mr [redacted] experienced due to his monthly billingBased 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, INCShannon R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: When I changed my rate plan over to the T-Mobile one plan I was told that I would still be receiving my discount of 15% off my bill, and that my bill date was changing from its original date due to thisYou can go back and listen to the recorded phone call on this where I made sure of this before handYou guys are not consent on anything not to mention it should be notated in my account notes so my discount should still apply! Sincerely, [redacted]

September 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced with T-Mobile serviceT-Mobile records show that the above post-paid account was activated as of June 28, 2017, with six mobile numbersAs of the same day, the mobile numbers ending in [redacted] ported inThe referenced mobile numbers remained active with T-Mobile until July 5, 2017, when they ported out; however, the mobile number ending in [redacted] remained active until July 27, T-Mobile considers these charges valid and owed Nevertheless, in an effort to amicable resolve Mr***’s concerns, T-Mobile has applied an adjustment in the amount of $162.66, which brings the balance owed to $T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren 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 satisfactory to me Just remember, service was cancelled the day after the initial sign up in December Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: First.- t-mobile has contact me just ONE time not "attempts" and IT WAS successful this is the message and my response: From: [email protected]: ***@aol.comSubject: RE: Your T-Mobile AccountDate: Mon, Jan 18:00:+0000Hello, T-Mobile is in receipt of your Revdex.com correspondence regarding your account I am the investigator that has been assigned to review your concernsPlease contact me at the number below so we can discuss your concerns Please be advised, I am available Monday through Friday, between the hours of 7:AM and 4:PM Pacific Time, except on Tuesdays, when I am available from 10:AM until 7:PM Pacific Time If I am unavailable, please leave me a voicemail with a number you can be reached at, as well as a time to contact you I look forward to hearing from you soon.Thank you, Chris P***Executive Response Office of the President/CEODesk: 877-290-ext [redacted] Email: [email protected] T-Mobile – Fastest Nationwide 4G LTE NetworkNOTICE: This communication may contain privileged or other confidential informationIf you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contentsThank you RE: Your T-Mobile AccountI O 1/18/ To: Executive Response ECR***@aol.comHi, Please read again the full claim submitted to the Revdex.com WE, I nor my husband, have ANY ACCOUNT with you.we DON'T have or had any account or number with T-mobile Second.- Obviously T-mobile DOES NOT takes account security THAT MUCH very seriously; because if they did we wouldn't be receiving emails with an ACCOUNT NUMBER and AMOUNT DUE Third.- We DONT KNOW who the account holder of record is Finally, we contact Revdex.com to bring to the attention that somehow, someone for some reason is contacting my husband by his personal email, is coming from within T-mobile company, with this account information with my husband name and there is the fishy thing, it shows ONLY my husband first nameand it seems to us that they may try to hold him responsible for it we only ask that Revdex.com are inform about it, and mediate on our behalf so t-mobile will not contact us by any means ever againand do their on investigation within their own company, and find out why and who is sending this emails to my husbandand above all to find out who is the REAL account holder is I repeat, me and my husband are from mexico, living in mexico, with no address or cell or phone of any kind in the USAwe DON'T have or had any account or number with T-mobile Sincerely, [redacted] ***

April 21, 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 April 16, 2016 regarding the above-referenced account. We are pleased to report that we have resolved the matter to Mr. ***’s satisfaction. We regret to hear of Mr. ***’s concerns regarding T-Mobile’s Advantage Program. The Legacy Advantage Program offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list. This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Please note, as of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. T-Mobile records indicate that Mr. [redacted] applied for and was approved for the Advantage Program on January 8, 2016 and as this was after April 1, 2014, Mr. [redacted] would not receive a monthly discount but would qualify for a $25.00 Reward Card when purchasing a new device. However, on April 21, 2015, in an effort to amicably resolve the matter, T-Mobile issued a one-time bill credit to Mr. ***’s account for $90.00 that would equate to a 15% discount to his monthly recurring charges for a period of 12 months as a gesture of goodwill. The account remains open with a credit balance of $30.95. 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. David T 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 c***pondence dated March 27, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that it has designated Mr [redacted] as an authorized user of the accountPlease note that T-Mobile has successfully resolved Mr [redacted] s’s concerns to his satisfaction T-Mobile regrets any concern to Mr [redacted] in regards to his monthly recurring chargesT-Mobile records confirm that Mr [redacted] ’s business account had two mobile lines of service subscribed to T-Mobile’s grandfathered promotional Simple Choice Family 10GB Data Match plan with a monthly cost of $plus applicable taxes and feesIt is important to note that this promotional plan covers the monthly recurring charge of up to four mobile lines of serviceOn November 11, 2016, Mr [redacted] activated two new mobile lines of service ending in [redacted] and [redacted] and added a mobile internet line of service ending in [redacted] in which he purchased a new Samsung Galaxy Tab Son T-Mobile’s Equipment Installment Plan (“EIP") option agreeing to equal monthly installments in the amount of $ Regrettably, due to an inadvertent error, his rate plan was changed to T-Mobile’s flagship plan, T-Mobile ONE, increasing his monthly recurring charges by $a month over the last five billing cyclesT-Mobile records confirm that as of March 20, 2017, Mr [redacted] ’s mobile lines have been placed back on the grandfathered promotional Simple Choice Family 10GB Data Match plan and the mobile internet line on a $2GB data plan after a $monthly credit for having the voice lines on the same account In reviewing Mr [redacted] ’s account, T-Mobile records also confirm that his mobile numbers ending in [redacted] and [redacted] had placed International Long Distance calls to the country of HondurasIt is important to note that T-Mobile does offer customers the option to dial internationally and a discounted international dialing plan in order to dial at a discounted rate per minuteAs Mr [redacted] ’s mobile lines dialed Honduras without a discounted international dialing plan, they were assessed a toll of $a minuteMr [redacted] ’s mobile lines placed several calls for various amounts of time which totaled $for calls placed from November 4, through February 19, 2017, when he requested that the option for dialing internationally be blockedT-Mobile finds these tolls to be valid and owed Please be advised that during our conversation with Mr [redacted] on April 3, 2017, he explained that his Samsung Galaxy Tab Swas not working as it was power cycling on its ownT-Mobile did extend the option for a manufacture warranty exchange which Mr [redacted] declined and agreed to mail the tablet back to our office at Menaul Blvd NE, Albuquerque, NM to have the remaining EIP balance closed as a onetime courtesyMr [redacted] has been advised and has agreed that any EIP installments previously billed and paid for shall not be refundedT-Mobile has also referred him to a local retail location to have his Apple iPhone reviewed for further trouble shooting In an effort to amicably resolve this matter, on April 3, 2017, T-Mobile applied a credit in the amount of $to Mr [redacted] ’s business account to refund him the rate plan cost difference over the last five billing cycles and a credit in the amount of $to rerate his international long distance charges down to $cents per minute leaving an account credit of $T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

May 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 5, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Mr [redacted] on April 24, 2017, T-Mobile confirmed that [redacted] and [redacted] is the person T-Mobile regrets any further concerns Mr [redacted] experienced in regards to his iPhone Plus deviceAs mentioned in our correspondence dated May 2, 2017, T-Mobile records reflect that Mr [redacted] purchased an iPhone Plus handset with our Equipment Installment Plan (“EIP”) on June 27, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program If Mr [redacted] continues to experience any difficulties with his device, we ask that he contact Customer Care and provide details of the problemIf it is determined that a warranty exchange is needed, Mr [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and modelShould Mr [redacted] wish to obtain a new handset, or different make or model handset, he remains free to purchase the handset of his choiceT-Mobile respectfully declines to provide Mr [redacted] with a new handsetIf Mr [redacted] is not satisfied with T-Mobile's Limited Warranty policies, he is under no obligation to participate in the programAlternately, Mr [redacted] remains free to contact his handset manufacturer directlyT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

May 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 20, 2017, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets that Mr [redacted] has experienced concerns with his services, handsets and Customer Care Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer Care We regret any coverage issues Mr [redacted] has experienced Unfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors and conditions that may interfere with actual service, quality, and availability T-Mobile records indicate that Mr [redacted] ’s address of record is located in an excellent T-Mobile coverage area although the towers that he registers to while at his residence are currently undergoing modernization, which may affect services from time-to-time; this should be complete approximately by May 5, From December 28, through April 24, 2017, Mr [redacted] ’s mobile number ending in [redacted] has used 3,airtime minutes, 9,text and picture messages and 83,megabytes (“MB”), or gigabytes (“GB”) of data, which indicates that he has received the benefit of our service On May 10, 2016, Mr [redacted] purchased a Samsung Galaxy Shandset with our Equipment Installment Plan (“EIP”) Mr [redacted] was not asked to make a down-payment and he agreed to pay 24-monthly installments in the amount of $ As of the time of Mr [redacted] ’s handset purchase, T-Mobile provided a 14-day return period which allowed him to use the equipment to see if it meets his 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 T-Mobile records confirm that Mr [redacted] did not return the handset during the provided 14-day return period By purchasing T-Mobile equipment, Mr [redacted] receives a one-year limited warranty provided by the manufacturer of his device During the limited warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide 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 Please be advised that the replacement handsets may be new or like new and T-Mobile is unable to request a new handset replacement The replacement handsets have passed an extensive quality inspection to ensure they are working like new and that they function properlyT-Mobile records indicate that Mr [redacted] participated in our Handset Exchange Program on June 7, and a replacement Samsung Galaxy Shandset with International Mobile Equipment Identity (“IMEI”) number [redacted] was delivered to our retail location for pion June 8, However; Mr [redacted] did not pick up the replacement handset and it was returned to our return center On August 22, 2016, another replacement was ordered for Mr [redacted] ’s Samsung Galaxy Shandset and the replacement with IMEI number [redacted] was delivered to our retail location on August 25, The replacement handset was used on Mr [redacted] ’s mobile number ending in [redacted] for daysThe final exchange was complete on November 18, 2016, the replacement handset with IMEI number [redacted] was delivered to our retail location on November 22, and has been in use on Mr [redacted] ’s mobile number ending in [redacted] since December 7, T-Mobile records indicate that Mr [redacted] subscribes to the JUMP! insurance feature for $per month With this feature, Mr [redacted] receives the insurance coverage and the ability to JUMP! Into a new handset as often as he would like, once one-half of his EIP balance is paid off If Mr [redacted] is interested in a new handset, he may elect to use the JUMP! Benefit at his time as his handset cost is $and his remaining EIP balance is $284.95, which is less than one-half of the original cost At this time, Mr [redacted] has the option to upgrade to a new handset, return the Samsung Galaxy Shandset to the remaining EIP balance waived (provided that his handset is free of any physical or liquid damage) and he may start a new EIP for the new handset of his choice If Mr [redacted] would like to take advantage of the JUMP! benefit, he may elect to visit a T-Mobile retail location, he may call Customer Care by dialing from his handset or by calling (800) 937-or by logging into his online account at www.T-Mobile.com As a gesture of goodwill, T-Mobile advised Mr [redacted] that if he takes advantage of the JUMP! benefit and upgrades to a new handset, we will issue a $credit toward the EIP balance Mr [redacted] may contact me directly once he purchases a new handset and a credit of $will be issued to the new EIP balance T-Mobile appreciates Mr [redacted] ’s business and we regret any inconvenience that he may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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