T-Mobile USA

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 meThank you very much TMobile! Very happy with the response of the teamThanks a lot Revdex.com!!! Sincerely, [redacted]

Revdex.com: From: [redacted] [mailto: [redacted] ] Sent: Thursday, June 16, 3:PMTo: Complaints Subject: Re: You have a new message from the Revdex.com Please be advised I wish to close this complaint as long as t mobile ensures there are no derogatory entries on [redacted] ***, [redacted] [redacted] and myselfIf that is true, close the complaint with a satisfactory ending[redacted]

December 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 November 20, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letter T-Mobile regrets any concerns Ms [redacted] experienced regarding her accountT-Mobile records reflect that Ms [redacted] purchased a LG Stylo Plus handset on October 27, By purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’s account this warranty has been extended as she subscribes to the optional Device Protection as of date of her handset purchaseDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program after troubleshooting has been completed or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage On November 15, 2017, our records show Ms [redacted] remitted two payments online, the first in the amount of $95.31, and the second for $On November 20, 2017, T-Mobile refunded Ms [redacted] in the amount of $93.41, back to the original payment methodPlease note that refunds can take up to three business days to process As Ms [redacted] is past the return period for the handset she is unable to return the handset at this timeHowever if Ms [redacted] continues to experience issues with her handset she may contact our Customer Care at 1-800-937-for further troubleshooting options 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 CareT-Mobile regrets any inconvenience to Ms [redacted] and appreciates her business 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 Carolina F [redacted] Executive Response

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above-referenced account Please 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; and that T-Mobile has successfully resolved her concern to her satisfaction T-Mobile regrets any concern Ms [redacted] has experienced regarding payment arrangements established on the account Please be advised that T-Mobile records confirm that on August 9, 2017, Ms [redacted] contacted T-Mobile Customer Care and established a payment arrangement for her then balance due of $to pay it via two installments of $on August 23, 2017, and on August 30, On August 14, 2017, a new billing statement generated reflecting the past due balance of $and current charges in the amount of $reflecting a total balance due of $by September 6, It is important to note that T-Mobile records confirm that on August 24, 2017, the day after the first part of her arrangement was due, Ms [redacted] contacted Customer Care; however records do not confirm she was promised an extension or an arrangements to pay the entire past due balance of $by August 30, 2017, and a payment was due immediately As a payment for the first part of the arrangement was not submitted her services were suspended due to nonpayment on August 26, Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when Mr [redacted] contacted Customer Care on August 26, 2017, and made a new payment arrangement to reactivate his service, the account was assessed a $restore from suspension fee per line of service in a total of $which increased his past due balance from $to $ At that time, Mr [redacted] agreed to a two part payment arrangement to pay the new revised past due balance with restore from suspension fees by paying $on August 30, 2017, and $on September 6, Please be advised that on August 29, 2017, Ms [redacted] did contact Customer Care and the first part of the arrangement was closed to avoid an automatic debit on August 30, 2017, and also removed the restore fees as a courtesy by applying a credit of $leaving a revised past due balance of $once again in which Ms [redacted] has not submitted a payment or partial payment for as of August 31, Please be advised that on September 1, 2017, T-Mobile contacted Ms [redacted] and closed the payment arrangement completely and provided an extension for the past due balance of $to be paid in full by September 8, 2017, and has encouraged Ms [redacted] to attempt to submit a payment for the current charges of $as well if not contact Customer Care to establish a payment arrangement to avoid further interruptions It is important to note that T-Mobile does not reflect a record that a debited payment was attempted on August 30, for the payment of $per the arrangement that Mr [redacted] agreed to As such, T-Mobile has asked Ms [redacted] to provide an unaltered bank statement reflecting revolving balances and fees assessed by her financial institution in which T-Mobile would be gladly to refund to resolve this matter amicably Ms [redacted] may provide the unaltered statements to: Email them to [redacted] @T-Mobile.com Or Faxing them to 505-998-Attention Oscar T Upon receipt T-Mobile shall review and provide any applicable refund due T-Mobile regrets any inconvenience to Mr [redacted] and 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-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: How can you not give a refund when you were paid for services that you have not/ can not provide? We a call that a thief where i'm fromI'll wait on your most generous offer, but rest assured, wal mart and t mobile won't be servicing my accounts from here on out Sincerely, [redacted]

July 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, regarding the above-referenced account T-Mobile regrets that Ms [redacted] is dissatisfied with our response to your office As previously stated, Ms [redacted] sent her Equipment Installment Plan (EIP) reimbursement information to T-Mobile on May 23, On June 19, 2015, T-Mobile declined Ms***’s request as the handset tradto T-Mobile was physically damaged As stated in the terms of the reimbursement, the handset must be in good working order to qualify for the reimbursement T-Mobile thanks Ms [redacted] for providing copies of a Chat transcript she had with T-Mobile in regards to the tradevice In the Chat Ms [redacted] was advised her handset must meet the inspection requirements to be eligible for a full reimbursement T-Mobile contacted Ms [redacted] on July 20, 2015, and amended our previous offer T-Mobile agreed to apply a $bill credit to Ms***’s account if she provides a copy of the final billing statement from her previous carrier showing the remaining EIP balance We are happy to report Ms [redacted] has accepted this offer as a resolution to her concerns T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Jason M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: When I called to cancel my account I was told I was not able to get billed right away and that I would have to wait until a certain date then call back and figure out billing issuesI've had nothing but bad experiences with this companyUnfortunately this led to my demise of doing business with themThey so not deserve the rating they are givenWhen I was called back asking for a resolution I tried to reach a compromise and they said that all they could do was issue me a creditMy time is valuableAll they did was fix their screw up and I got nothing in returnI will be contacting a lawyer and getting this mess resolvedThank you for your time Sincerely, [redacted]

September 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 19, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that they have designated [redacted] as an authorized user of the account Please be advised that there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement The 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 Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile account As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity T-Mobile records reflect that Mr [redacted] was contacted by T-Mobile’s Reimbursement Resolution Team on August 20, 2017, in an attempt to assist him with doing the proper pay out based on his prior carrier’s final billing statement As T-Mobile was unable to reach him a voicemail was left advising him to contact us so we could assist with his reimbursementsPlease note that T-Mobile has no record of Mr [redacted] contacting us back in regards to this reimbursement Therefore we were unable to process any Early Termination Fee Reimbursements for himT-Mobile regrets any misunderstanding with this process In reviewing Mr [redacted] ’ final billing statement from his previous carrier we found that he was billed $per his mobile numbers ending in 6572, and for his final purchase option price from his prior carrierAs such, in effort to amicably resolve this matter, T-Mobile provided Mr [redacted] with the reimbursement of $per line for his mobile numbers ending in 6572, and As an additional courtesy, T-Mobile provided a credit of $per the mobile number The total credits provided totals $leaving the account with a credit balance of $ Mr [redacted] accepted as resolution to his concernsT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response Tell us why here

March 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 17, 2016, regarding the above-referenced file numberT-Mobile regrets that Ms [redacted] is dissatisfied with our previous responseAs indicated in our March 16, response, T-Mobile currently partners with a third party company, Vesta, to process refill payments for prepaid accountsIn an effort to protect customers from fraudulent payments, Vesta may require additional verification information when a payment is processedThe information required for verifications is related to the payment account, and is requested at randomIt is important to note that if additional verification is required at the time of a payment, it cannot be bypassedHowever, a prepaid refill card may be used in place of a credit card or electronic check refillOur records confirm that Ms [redacted] contacted our prepaid refill center on March 3, 2016, to refill her accountMs [redacted] was asked to provide additional verification of her payment account at that time to proceed with the paymentAs indicated by our partners at Vesta, the required verification information was not provided, and regrettably, a refill could not be applied to Ms [redacted] accountHowever, in an effort to amicably resolve Ms [redacted] concerns, on March 3, 2015, T-Mobile issued a credit to her account in the amount of $for one billing cycle of her serviceThis moved Ms [redacted] account into a paid status, and her service remains active, with a zero balanceT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

November 8, 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 [redacted] pondence dated November 4, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully addressed Mr [redacted] ’ concern to his satisfactionT-Mobile regrets any concern to Mr [redacted] in regards to the return of his Samsung Galaxy SEdgeT-Mobile has confirmed that Mr [redacted] has returned his Samsung Galaxy SEdge to our Executive Response officeOn November 7, 2016, T-Mobile has closed the remaining EIP balance of the returned handset totaling $and has credited the account the last three billed EIP installments, down payment of $69.99, and sales tax of $leaving an account credit of $on Mr [redacted] ’ accountT-Mobile regrets any inconvenienceBased 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, INCOscar T [redacted] Executive Response

September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced accountPlease note that T-Mobile has been unsuccessful in contacting Ms [redacted] As such, we will make every effort to address her concerns within this letter T-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her account billing and handset lock concernsWe appreciate the opportunity to respond to this matter T-Mobile records indicate that on November 26, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Tone Pro headset, an LG Stylo Plus handset, an LG DualPro case, and a ZTE ZMax Pro handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsIt should be noted that Ms [redacted] was required to remit a down payment in the amount of $for her headset, $for her handset, $for her case, and $for her ZTE handset; further, Ms [redacted] agreed to a series of monthly installments in the amount of $1.46, $4.50, $0.63, and $respectivelyPursuant to the terms of the EIP, should an account be cancelled prior to the EIP balance being met, any remaining EIP balance will accelerate and become due in full on the final billing statement Upon further review of Ms [redacted] ’s account balance, our records reflect that her final billing statement produced on May 4, Our records confirm that this billing statement carried a total balance due of $Please be advised that $was considered past due and was for service charges prior to May 4, Ms [redacted] was assessed $in current statement charges for accelerated EIPPlease note that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by May 25, With respect to Ms [redacted] ’s concerns related to handset blocking, it should be noted that if an account is cancelled, and balance remains outstanding with respect to EIP, then the associated IMEI number of the handset(s) in question may be blocked, until the terms of the EIP are metAccordingly, on April 14, 2017, Ms [redacted] ’s IMEI numbers for her aforementioned handsets were blocked for non-payment After Ms [redacted] ’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact her in an effort to resolve her outstanding balanceAs T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Ms [redacted] ’s account was referred to a third-party collection agency, Amsher Collection Services (“Amsher”), for further collection efforts Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstanding Although it is T-Mobile’s position that Ms [redacted] ’s account balance is valid and owed, on September 27, 2017, T-Mobile reduced Ms [redacted] ’s outstanding balance to $191.53, representing the amount due for her accelerated EIP, via the issuance of a one-time $courtesy creditIt should be noted that this action was performed as a gesture of good faith to Ms [redacted] As of the date of this letter, Ms [redacted] ’s account remains closed with an outstanding $balanceMs [redacted] may contact Amsher at 877-322-to discuss further payment remittance optionsOnce Ms [redacted] ’s $balance is satisfied, she may then request the removal of IMEI blocks, and further request that her devices are unlocked should she wish to use them on another service provider’s network 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 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 Jason A [redacted] Executive Response

April 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2018, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account.T-Mobile regrets any inconvenience to Ms [redacted] regarding her promotion concernsThe promotion that Ms [redacted] is referring to in the letter to your office is our QApple BOGO offer New and existing postpaid customers who buy an iPhone 7, Plus, 8, Plus, or X can get another iPhone 7, Plus, 8, Plus, or X, of equal or lesser value, at no cost via a one-time rebate; please note the maximum rebate is $ As can be expected, several requirements must be met in order to qualify for this offer.On February 26, 2018, records indicate that Ms [redacted] ported in two lines of service and was subscribed to the T-Mobile ONE rate plan Further records indicate that, on February 26, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 64GB handsets Please be advised that Ms [redacted] traded in a device with an IMEI [redacted] T-Mobile has no record of this device being returned to our warehouse which disqualifies Ms [redacted] to our BOGO promotionT-Mobile regrets any inconvenience to Ms [redacted] However, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile provided a $rebate on April 8, Ms [redacted] should allow up to three business days to receive the funds into her bank accountBased 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.Vanessa C [redacted] Executive Response

June 23, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced in regards to the cancelation of her hotspot line and the replacement of her T-Mobile handset T-Mobile records confirm that as of January 11, 2016, Ms [redacted] Mobile Internet (“MI”) line ending in [redacted] is subscribed to the MI On Demand MI plan, which for $10.00, provides the MI lines with access to purchase data passes Please be advised that as Ms [redacted] has two voice lines active on her account she is receiving a promotional $monthly discount making mobile number ending in [redacted] free T-Mobile records reflect that on May 22, 2017, Ms [redacted] contact T-Mobile to cancel her hotspot line ending in *** Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Ms [redacted] ’s billing cycle ran from the 11th of one month to the 10th of the following month Accordingly, Ms [redacted] ’s line ending in [redacted] was programmed to be canceled on June 10, 2017, and was billed through the cancelation date T-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy Note handset on August 21, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by Samsung for her device During the Limited Warranty period, Ms [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting Samsung 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.Upon review of Ms [redacted] ’s account her warranty has been extended as she subscribed to the optional JUMP! feature, which includes Premium Handset Protection (“PHP”) PHP provides both insurance and an extended warranty for as long as the feature remains active T-Mobile records reflect that on June 5, 2017, a warranty exchange was processed to replace Ms [redacted] ’s Samsung Galaxy Note Regretfully, as the IMEIs did not match on the order Ms [redacted] was not able to complete the exchange at our retail location T-Mobile records further confirm that on June 11, 2017, a second warranty exchange was filed for Ms [redacted] ’s Samsung Galaxy Note Our records confirm that Ms [redacted] was able to complete her exchange for the replacement Samsung Galaxy Note on June 15, Upon speaking with Ms [redacted] on June 20, 2017, she confirmed that her replacement device is working properly In an effort to amicably resolve Ms [redacted] ’s concerns T-Mobile offered a $credit for service charges from May 11, 2017, through June 10, 2017, for the MI line ending in *** Additionally, T-Mobile offered a one-time courtesy credit in the amount of $ Please note that Ms [redacted] accepted our offer and therefore we applied the above credits to her account and her account now reflects a $balance T-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her business 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.Juan B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: First of all, the only reason the payment was made was because I applied for a refinance of my house and this account appeared on my credit report and I had to pay it firstWhen I was researching this account, I found that this account was set up in Sept and I canceled the account within the day window because T-Mobile did not have any cell sites in my community and the service was horribleI returned the device an everything it came with in a timely manner which resulted in a refund back to me (I just contacted my bank and they are sending me my bank statements from to prove that a refund was credited back to me from T-MobileIn your statement to me, you never mentioned that I was given a refund, you only stated that I credited back a certain amount for returning the phones within the day windowIf I owed T-Mobile any money for the fews days that I had the phone then why would your company send me any refund at allThe refund was for over $100+All of sudden I owe your company money and you put a negative mark on my creditI am demanding that this be removed from my credit reports ASAPI will prove your company wrong.Sincerely, [redacted]

Tell us why here May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets to hear of any further concerns Mr [redacted] has experienced regarding our previous response to your file number dated April 11, 2017, to which this matter is directly relatedPursuant to our email conversation with Mr***, on April 13, 2017, in an effort to amicably resolve the matter T-Mobile offered a 30-day period in which Mr [redacted] may return his iPhone 6S handset to my attention at the following: T-Mobile USA, Inc Attn: Brandon M [redacted] c/o Executive Response [redacted] Upon receipt of Mr***’ equipment, in an acceptable condition, T-Mobile agrees to submit for a prepaid debit card in the amount of $for the full retail cost of the iPhone 6S handsetPlease be advised that we have not received Mr***’ equipment returnNevertheless, in a continued effort to amicably resolve the matter, T-Mobile is extending our previous above-referenced offer for a period of days from the date of this letter T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr [redacted] please include the handset and charger within the box to ensure that he receives the proper refund upon receipt of the handsetWe also ask that Mr [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to him if the application is enabledPlease be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr [redacted] and the balance will then be considered valid and owedIt is important to note, Mr [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offerT-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 [redacted] ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to clarify my concern with the culture of dishonesty I've seen at T-MobilePlease be aware that I am considering this situation resolved, but the next hint of another lie I get from a T-Mobile representative will lead to another Revdex.com complaint that I think you will be much harder pressed to resolve Sincerely, [redacted]

February 6, 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 February 5, 2018, regarding the above-referenced account T-Mobile regrets the continued concerns Ms [redacted] has experienced regarding her QMagenta Apple BOGO offer reimbursementWe appreciate Ms***’s feedback and the opportunity to address any concernsWe apologize if any T-Mobile representative failed to provide an exceptional experience during any of Ms***’s recent contacts On February 5, 2018, T-Mobile spoke with Ms [redacted] in regards to our QMagenta Apple BOGO offer rebate and that promotional offers may take up to eight weeks from the date of submission to be receivedAdditionally, Ms [redacted] confirmed that she has received both of her rebate cards for the QMagenta Apple BOGO offerPlease note, Ms [redacted] stated her concerns have now been resolved Please be advised, as mentioned in our previous correspondence, because Ms***’s reimbursement has been properly issued during the expected time frame for her rebate, our position remains the sameTherefore, T-Mobile respectfully declines Ms***’s additional request for further compensation for this matterWe regret any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Vanessa Q [redacted] Executive Response

November 3, 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 October 23, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we spoke to Ms [redacted] and she confirms that her concerns have been resolved to her satisfaction T-Mobile regrets any concerns that Ms [redacted] may have in regards to her 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 contact with our Customer Care T-Mobile’s records indicate on December 8, 2015, Ms [redacted] utilized our JUMP! On Demand (“JOD”) offering for the lease of a Samsung Galaxy S32GB handsets for the mobile number ending in Ms [redacted] was not required to pay a capital cost reduction payment at the start of the lease but she did agree to installment payments of $and a purchase option price of $including tax JOD customer may choose to purchase their leased device at any time during the 18-month lease termHowever, JOD customers are responsible for the remaining lease payments, the purchase option price and all applicable taxesIf 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 following billing statement T-Mobile records indicate that on June 28, 2017, Ms [redacted] ’s above mentioned lease ended and the purchase option price was assessed to her July 21, 2017, billing statementPlease be advised T-Mobile offers the option to split the cost of the purchase option price over a period of nine monthsHowever, on July 20, 2017, Ms [redacted] changed her mobile number ending in to the number ending in Due to the original number that Ms [redacted] set her JOD lease on not being active, T-Mobile was unable to set up a purchase option price for the mentioned leaseNonetheless, on October 23, 2017, Ms [redacted] was provided a credit of $for the purchase option priceThis credit left a revised balance of $on Ms [redacted] ’s accountT-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 Nicole C [redacted] Executive Response

September 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 11, 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 accountT-Mobile regrets to hear that Mr [redacted] has had multiple issues with voice and data coverage in his home and outside of his homeWe understand the importance of Mr [redacted] being able to utilize T-Mobile service in any areaT-Mobile is always working to improve its coverage, and we regret any service issues that Mr [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Mr [redacted] ’s account and based on the coverage map, confirms that his account address is in a good coverage areaFurthermore, T-Mobile is focused on providing the best network experience for all of our customers, and as a result, we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidthAdditional information about this process can be found in Mr [redacted] ’s Terms and Conditions of serviceFinally, on September 18, 2015, T-Mobile spoke to Mr [redacted] and explained the temporary speed reduction and expected service in his area which Mr [redacted] understoodIn an effort to amicably resolve this matter, T-Mobile has contacted our Engineering team to review Mr [redacted] ’s physical address more in depth to clarify if any service adjustments can be made to resolve Mr [redacted] ’s concerns Mr [redacted] ’s was informed that Engineering may take up to three business days to review his area and that full resolution is not guaranteed after reviewBased 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, INCCesar R [redacted] Executive Response

February 2, 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 January 26, 2018, regarding the above-referenced file numberPlease be advised that we attempted to reach Mr***, and were unsuccessfulTherefore, we will make every effort to address Mr***’s concerns via this response We regret hearing of Mr***’s additional concerns regarding the unlock request for the device purchased from a third partyPlease be advised, Mobile Device Unlocks (“MDU”) are available to customers who meet our eligibility requirementsMDU requirements can be located on our website at https://support.t-mobile.com/docs/DOC- A review of Mr***’s account confirms that on December 26, we received a request for an MDU for the device used on mobile number ending in However, at that time the device was not eligible for a Mobile Device Unlock As Mr [redacted] indicates that the handset was not purchased through either a direct T-Mobile retail location, or a T-Mobile authorized dealer, it is not eligible for an MDUAs such, it is T-Mobile’s position that we unable to provide Mr [redacted] with the MDUWe regret any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Felicia P [redacted] Executive Response