T-Mobile USA

May 9, 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 2, 2017, regarding the above-referenced accountPlease note, due to an inadvertent error, Mr [redacted] ’s account was created with his last name spelled “ [redacted] ”, however the correct spelling is [redacted] We do regret if Mr [redacted] has yet to receive his refundAs notated in our previous response on May 1, 2017, T-Mobile has requested that a refund of $be sent to Mr [redacted] ’s credit card utilized at the time of activation which should have been deposited into his financial institution within one to three business days We have forwarded Mr [redacted] ’s refund concerns to our Cash Applications Team to review Mr [redacted] ’s claim that he has yet to receive his refundOnce our office is provided an update on Mr [redacted] ’s missing refund claim, we will apprise him of our findingsShould Mr [redacted] have any additional questions regarding his refund, he may contact me at my can be reached number listed below Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

January 23, 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 16, 2018, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any account concerns Ms [redacted] has experiencedT-Mobile records confirm that Ms***’s correspondence is in reference to [redacted] ***’s account number [redacted] , on which Ms [redacted] is an authorized userOn December 26, 2017, T-Mobile records confirm Ms [redacted] authorized an automatic payment of $to be withdrawn on December 29, 2017, using the card ending in As Ms [redacted] is the account holder, she received an SMS on December 27, 2017, as a reminder of the payment withdrawal for December 29, As such, T-Mobile was authorized to automatically deduct payments from the payment method provided On December 29, 2017, as scheduled, a payment of $was withdrawn from card ending in as agreed upon by Ms***However, on December 29, 2017, Ms [redacted] requested the payment of $be refundedPlease note that on December 30, 2017, Ms [redacted] was refunded the amount of $to the requested bank account Regarding the Change of Responsibility (“COR”), please note that our records reflect that Ms [redacted] requested a COR be processed with respect to the mobile number ending in Please note that a COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountT-Mobile records confirm that Ms [redacted] approved the CORAt that time, Ms [redacted] was advised that Ms [redacted] had to contact Customer Care within days to accept financial responsibility for the mobile number ending in Our records indicate that the COR could not be processed due to a past due amount of $ On January 14, 2017, T-Mobile records confirm a payment of $was processed, bringing the account current, at which time the COR was completed as requestedWe regret any confusion 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 Rochelle M [redacted] Executive Response

May 30, 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 May 17, 2017, regarding the above-referenced account T-Mobile records confirm that Ms [redacted] has been designated as an Authorized User on the account by Mr [redacted] T-Mobile made attempts to contact Ms [redacted] that have proven unsuccessful At this time, T-Mobile will respond to both you and Ms [redacted] with this letter T-Mobile regrets that Ms [redacted] has concerns with the performance of the Samsung Fast Charge stand T-Mobile records indicate that the Samsung Fast Charge was purchased with our Equipment Installment Plan (“EIP”) on April 17, Per Samsung’s website, http://www.samsung.com/us/mobile/mobile-accessories/phones/fast-charge-wireless-...⇄ the Samsung Fast Charge is compatible with Samsung Galaxy Note 5, Samsung Galaxy SEDGE Plus and later models, which includes the Samsung Galaxy Shandset T-Mobile regrets if the accessory did not meet Ms [redacted] ’ needs However; the equipment is no longer within the 14-day return period Ms [redacted] may want to consider contacting Samsung directly at (888) 987-to request that they replace the accessory as it is still within their limited 12-month warranty Please note that after the return period, accessories need to be replaced during the first 12-months directly from the equipment manufacturer As a gesture of goodwill, on May 30, 2017, T-Mobile closed the EIP for the Samsung Fast Charge and the balance of $for the accessory will not be charged to the account T-Mobile is not asking for the equipment to be returned although we would still encourage Ms [redacted] to contact Samsung for assistance with replacing the Fast Charge so that she may utilize the Fast ChargeT-Mobile appreciates the [redacted] ’ business and we regret any inconvenience that they 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

September 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 dated August 25, 2017, regarding the above-referenced accountWe are happy to report that Ms***’s concerns were addressed to her satisfaction T-Mobile regrets any inconvenience Ms [redacted] experienced in regards to the billing of her accountPer our last conversation, Ms***’s expected monthly charges are $before taxes and fees As of July 5, 2017, upon speaking with Ms [redacted] the account reflected a zero balanceThe billing statement generated on July 8, 2017, included the monthly access charges plus applicable taxes and posted to the account for $ The billing statement dated August 8, 2017, generated in the amount of $and included the past due balance of $from the July billing statement, monthly access charges plus applicable taxes, and due to an inadvertent error a payment agreement charge of $On August 11, 2017, a payment of $posted to the accountAdditionally, on August 20, 2017, the charge of $was removed from the accountThe updated account balance is $ In an effort to amicably resolve Ms***’s concerns on August 30, 2017, the account due date was changed to be the 15th of the monthThe change will take effect on the next billing statementAdditionally, the account was placed on a collection hold until September 24, 2017, to avoid service interruption 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 Jessica G [redacted] Executive Response

August 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 7, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Mr [redacted] which have proven unsuccessful As such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any frustrations this matter may have caused Mr [redacted] T-Mobile records indicate that on June 24, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SPlus handset EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Mr [redacted] had additional concerns regarding the unlocking of his handset Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements A review of Mr [redacted] ’ account confirms that on August 10, we received a request for a Mobile Device Unlock for the device used on the mobile number ending in As Mr [redacted] had already paid his above mentioned EIP off in full, T-Mobile processed Mr [redacted] ’ unlock request Our records confirm that Mr [redacted] was provided the proper Mobile Device Unlock for his Samsung Galaxy SPlus handsetUpon entering this code, the device should indicate that the network unlock was successful 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 James H [redacted] Executive Response

December 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 18, 2015, regarding the above-referenced accountT-Mobile regrets that Ms [redacted] has ongoing concerns with her handsetAs stated in our response dated December 16, 2015, Ms [redacted] took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handsetWhile we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshootingCustomers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in storePlease note that T-Mobile’s offer to replace Ms [redacted] ’s handset with a Samsung Galaxy Grand Prime and one month of monthly service cost remains firmUpon speaking with Ms [redacted] , T-Mobile has ordered the Samsung Galaxy Grand Prime handset and sent it to Ms [redacted] ’s requested addressAdditionally, T-Mobile has issued a credit in the amount of $to Ms [redacted] ’s account and she has indicated that she accepts the handset order and credit as full resolution to her concernsPlease be advised that Ms [redacted] ’s account remains active with a credit balance of $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

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 mailed copies of my old bill and the original bill from the collection agent to Revdex.com, T-Mobile, back to the collection agent, and the three credit report companiesI would like this bill cleared off my credit report.Sincerely, [redacted]

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 Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced account T-Mobile regrets any confusion to Mr [redacted] regarding his handset upgrades and billingT-Mobile records indicate that on May 26, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note handset EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Based on Mr [redacted] ’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $ T-Mobile records confirm that on November 2, 2016, Mr [redacted] took advantage of T-Mobile’s JUMP! On Demand upgrade program by leasing an LG Stylo Plus handsetPlease be advised that JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgrade The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoAs Mr [redacted] ’s Samsung Note handset was not set up with JUMP! On Demand when he traded the handset in to T-Mobile for the LG Stylo handset, the Samsung Note handset continued to be billed monthlyIt is important to note that Mr [redacted] did however receive a credit to his account on January 5, Please be advised that on March 21, 2017, T-Mobile removed the Samsung Note handset from Mr [redacted] ’s accountAdditionally, T-Mobile applied credits totaling $for the EIP associated with the Samsung Note handset for the last four billing cycles bringing the account balance to $which is due by April 7, 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher R [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] *** P.SThe Revdex.com and T-Moblie both acted very swiftly to resolve this matter! Thank you

October 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 October 23, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] has experienced regarding the recent Experience data breach concernAs you have already heard, [redacted] , a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly million T-Mobile customersThis breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, and September 16, Please know that T-Mobile is fully cooperating with [redacted] in this investigation and will continue to do so as long as necessaryThe records that were compromised include information such as names, addresses and birthdatesThere were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromisedT-Mobile takes customer privacy and security very seriouslyIf Mr [redacted] is concerned that his information may have been compromised as a part of this breach, he is entitled to register for two years of free credit monitoringTo enroll, Mr [redacted] will need to visit the following website: www.protectmyID.com/securityincident [redacted] has posted additional information at www[redacted] .com/T-MobileFacts and Mr [redacted] can also refer to our own website, www.t-mobile.comT-Mobile regrets any inconvenience to Mr***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 [redacted] Very truly yours, T-MOBILE USA, INCJosiah M [redacted] Executive Response

May 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets any concerns Ms [redacted] has experienced regarding international usage chargesWith the T-Mobile ONE or Simple Choice North America plan, you can call and text to and from the U.S., Mexico, and Canada as much as you want, and use your high speed data like you do at home, at no extra chargeRecords confirm that, on April 24, 2017, in an effort to resolve the matter, T-Mobile Customer Care applied a credit in the amount of $toward Ms [redacted] ’ account for the recently assessed international charges from the billing statement dated April 10, Additionally, T-Mobile regrets any concerns Ms [redacted] has experienced regarding her T-Mobile handsetOn August 2, 2015, Ms [redacted] purchased an iPhone handset through our Equipment Installment Plan ("EIP") program wherein she was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’ account this warranty has been extended as she subscribes to the optional JUMP! featureAs such, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement 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 damageRecords confirm that Ms [redacted] completed warranty exchanges for this device on December 7, 2016, and March 15, However, in an effort to amicably resolve the matter, T-Mobile is offering to send Ms [redacted] a refurbished iPhone handset from the corporate office provided that she returns her non-working device to T-Mobile within days from the date of delivery for the replacement deviceIf Ms [redacted] would like to take advantage of this offer then she may contact me at the number provided below within days from the date of this letter Furthermore, T-Mobile regrets any concerns Ms [redacted] has experienced regarding her T-Mobile accountAccording to our records, Ms [redacted] is subscribed to the T-Mobile ONE rate plan which provides unlimited talk, text, and high-speed data starting at $per month for two lines of service and $per month for each additional line of serviceAdditionally, Ms [redacted] ’ line ending in [redacted] is subscribed to the T-Mobile ONE Wearable rate plan for $per monthEach of Ms [redacted] ’ lines are subscribed to monthly device protection including insurance and extended warranty for $per voice line and $for the wearable line ending in *** Please be advised that Ms [redacted] took advantage of our EIP offerings with the following devices: • On August 30, 2015, Ms [redacted] purchased a screen protector and a protective case through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $ • On April 23, 2016, Ms [redacted] purchased a Samsung Galaxy Shandset through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $ • On May 11, 2016, Ms [redacted] purchased a Samsung Gear Swearable device through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $ • On February 13, 2017, Ms [redacted] purchased an iPhone Plus handset, a protective case, and a screen protector through our EIP program wherein she was required to remit a down payment in the amount of $49.99, to pay the taxes on the full retail price, and agreed to monthly installments in the amount of $ • On April 7, 2017, Ms [redacted] purchased a pair of Beats headphones through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $ Based on Ms [redacted] ’ selected rate plan, features, and device plan installments, her monthly estimated bill is $including applicable taxes and fees 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] ’ contact with our Customer CareT-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 Brandon M [redacted] Executive Response

March 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 12, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to his Military discount, his non-working devices, coverage and the Samsung Galaxy SBuy One Get One offerT-Mobile offers Military discounts to individuals who are active or retired military employeesThis Discount Program is referred to as a The T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with the United States MilitaryCustomers are required to recertify their military affiliation on an annual basis to maintain their monthly discountT-Mobile records confirm that Mr [redacted] account qualified and received the Military discount up until December 28, 2014, when Mr [redacted] changed his rate plan to the Simple Choice Family Unlimited Talk and Text Two lines for $100.00, plus applicable taxes, promotional rate planAs this rate plan is already highly discounted, it disqualifies the account from receiving any additional discountsIn an effort to amicably resolve the matter, on March 15, 2016, upon speaking with Mr [redacted] , T-Mobile changed Mr [redacted] rate plan to a qualifying rate plan, the Simple Choice Unlimited Talk and Text with 10GB of data per line, rate planAdditionally, T-Mobile backdated Mr [redacted] rate plan to start at the beginning of Mr [redacted] billing cycle, February 19, As an additional courtesy, T-Mobile also applied a courtesy credit of $60.00, to Mr [redacted] account, for the military discount that had not been applied on the previous four billing cycle statements from December 19, through March 18, 2016, bringing the account to a credit balance of $We regret any coverage issues Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasHowever, T-Mobile records indicate that Mr [redacted] was using a CellSpot Router coverage solution device, provided by T-MobileIn an effort to assist Mr [redacted] with his coverage concerns, on March 15, 2016, T-Mobile assisted Mr [redacted] in locating a CellSpot Mini Tower at a local T-Mobile retail storeMr [redacted] is required to return his current CellSpot Router at which point, Mr [redacted] may then pick up the CellSpot Mini Tower at the local T-Mobile retail storePlease be advised that Mr [redacted] will be required to pay a refundable damage deposit of $at the time of pick upMr [redacted] has accepted this as a resolution to his coverage concernsOn March 11, 2016, T-Mobile began the “Buy a Samsung Galaxy Sor SEdge, Get another free with a new line activation” promotionPlease note that in order to qualify for this promotion, customers must purchase a Samsung Galaxy Sor Sedge and a second Sor Sedge of equal or lesser value on EIP on the same accountCustomer must activate a new line of service on the same account to use with one of the Samsung Galaxy Sor Sedge device Equipment Installment Plans (“EIP”)Customers must submit a rebate on t-mobile.com/promotions using promo code GS7BOGO, within days of purchasing the second deviceThe offer is fulfilled by a prepaid MasterCard for the cost of the lower priced device (taxes not included), within eight weeks after submitting the rebateT-Mobile records indicate that on March 16, 2016, Mr [redacted] qualified an took advantage of T-Mobiles EIP option with the purchase of two Samsung Galaxy SEdge handsets with 32GB of memory, one Black handset and one Gold PlatinumAs Mr [redacted] did not purchase one of the devices on the new line of service he will not qualify for the rebateNevertheless, in an effort to amicably resolve Mr [redacted] concerns, he may contact me directly at the below number within days of purchasing the second device, and T-Mobile will honor the rebateT-Mobile regrets any inconveniences to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

March 29, 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 26, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customersWe regret any concerns Mr [redacted] experienced regarding T-Mobile’s Carrier Freedom offeringCarrier Freedom is an industry changing offer whereby not only are early termination fees (“ETF”) reimbursed, but also accelerated Equipment Installment Plan (“EIP”) balances up to $per deviceThere is several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement including the traof the equipment used with the prior service providerThe 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 deviceCustomers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountT-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activity as Carrier Freedom may take up to eight weeks to complete T-Mobile records confirm that on February 17, 2017, Mr [redacted] activated the above-referenced accountAt the time of activation, Mr [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining one Samsung Galaxy Sgigabytes (“GB”) handsetJOD is a lease program that breaks a phone’s cost down into equal monthly payments, upon approved creditCustomers only pay taxes on the capital cost reduction payment at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly recurring chargesAt the time, Mr [redacted] agreed to monthly installments of $plus applicable taxesIt is important to mention that T-Mobile first received notification of a device traon March 25, for a [redacted] branded Samsung Galaxy Note handset with IMEI number [redacted] T-Mobile reviewed Mr [redacted] ’s Carrier Freedom submissions and three submissions were foundThe first submission dated March 24, 2017, was denied as equipment was not tradat the time of activation and as the [redacted] final billing statement provided by Mr [redacted] did not reflect an ETF or EIP balanceThe second submission also dated March 24, 2017, was a duplicate and was also deniedThe third submission dated March 25, 2017, was approved in the amount of $and a prepaid refund card will be shipped to Mr [redacted] within business days Additionally, in an effort to amicably resolve this matter, on March 28, 2017, T-Mobile processed a refund of $to be disbursed via a Citibank prepaid card for the travalue of the Samsung Galaxy Note handsetPlease allow up to fifteen business days for delivery 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

January 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 28, 2015, regarding the above-referenced accountPlease be assured that T-Mobile strives to provide the best experience to all of our customers on each and every contactWe also understand the frustration of receiving a higher than expected billing statementOur records confirm that on November 30, 2015, Mr [redacted] activated the mobile number ending in [redacted] and elected to change his rate plan and subscribed to T-Mobile’s Simple Choice Family Mobile Unlimited Talk, Text and 10GB of data for two lines of service rate plan for $per monthOur records further confirm that on December 3, 2015, Mr [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining one iPhone 6s 16GB of memory handset, under the mobile number ending in [redacted] at a retail locationJOD is a lease program that breaks a phone’s cost down into equal monthly payments, upon approved creditCustomers only pay taxes on the capital cost reduction payment at the time they receive the deviceThen, during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly recurring chargesAt that time, Mr [redacted] was not required to make a down payment; yet, agreed to monthly installments of $plus applicable taxesPlease be advised that Mr [redacted] ’s billing cycle runs from the 10th of one month to the 9th of the following monthIn addition, Mr [redacted] ’s account is billed by a system known as “bill current”This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleDue to Ms [redacted] ’s rate plan change, the billing statement dated December 10, 2015, included rate plan charges, taxes and fees for the period of November 10, 2015, through December 9, In addition, the billing statement dated December 10, 2015, reflected monthly recurring charges, features, applicable taxes and fees billed from December 10, 2015, to January 9, 2015, and the JOD monthly lease for the mobile number ending in ***It is T-Mobile’s position that Mr [redacted] was billed accordingly based upon his selected services and equipmentNonetheless, in an effort to amicably resolve this matter, on December 31, 2015, T-Mobile issued a one-time courtesy credit of $towards the charges billed on Mr [redacted] ’s billing statement dated December 10, 2015, leaving the account with a remaining balance of $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, INCAida A [redacted] Executive Response

I have not received my refundT-mobile officer Jennifer G [redacted] is unable to verify my name on the accountHowever, I called t-mobile customer service several times, they ware able to verify my name and my account numberI am able to login to my account My name is in my account My t-mobile account: [redacted] ; Name: [redacted] ***; Please help Sincerely, [redacted] ***

December 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 dated December 3, 2016, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her handset concernsPlease 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 Ms [redacted] ’s recent contact with our Customer Care T-Mobile records reflect that Ms [redacted] purchased her Samsung Note handset on April 11, Provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail Please note that it typically takes approximately days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped If the Return Center does not receive the equipment within days of Customer Care placing the order for a replacement, the order is cancelledT-Mobile records reflect that a post exchange was processed for Ms [redacted] on September 12, and a replacement Samsung Note handset was shipped to her on October 26, Upon further review, T-Mobile records indicate that a Samsung Galaxy SEdge 64GB handset was sent to Ms [redacted] to replace the Samsung Note handset on October 28, As a courtesy, and in an effort to amicably resolve this matter, T-Mobile spoke with Ms [redacted] on December 3, and agreed to send Ms [redacted] a Samsung Galaxy SEdge handset to replace her Note handsetMs [redacted] will be required to return her handset to our Executive Office to complete the exchange within daysMs [redacted] has accepted this as resolution to her 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher R [redacted] Executive Response

October 24, 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 da [redacted] October 19, regarding the above-referenced account We are pleased to report that we have resolved the matter to Mr [redacted] ’s satisfaction T-Mobile regrets to hear that Mr [redacted] has concerns regarding his recent handset exchange T-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Son July 28, 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 On September 5, 2016, Mr [redacted] completed a handset exchange on the above-referenced Samsung Galaxy Sat which time he was charged a Service Warranty Processing Fee of $plus applicable tax as described above However, in an effort to amicably resolve the matter, on October 24, 2016, T- Mobile issued a credit to Mr [redacted] account totaling $which represents the cost of the Service Warranty Processing Fee plus applicable tax The account remains open with a balance of $ We regret any inconvenience Mr [redacted] may have experienced as a result of this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

November 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: Sandra [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 22, 2016, regarding the above-referenced accountT-Mobile regrets any billing and coverage concerns Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile records confirm that Ms [redacted] canceled her account on October 16, 2016, when she ported her mobile numbers to another service providerMs [redacted] ’ billing cycle ran from the 10th of one month to the 9th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through November 9, On November 23, 2016, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for monthly access charges from September 10, through November 9, Ms [redacted] ’ account remains closed with a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [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

May 12, 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 11, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] has concerns with the information he received when checking the status of his handset’s International Mobile Equipment Identifier (“IMEI”) number T-Mobile confirmed that Mr [redacted] ’s Samsung Galaxy SEDGE handset with IMEI number [redacted] was successfully unlocked In addition, as of May 12, 2017, the website https://www.t-mobile.com/verifyIMEI.aspx confirms that this IMEI is unlocked For your convenience, we attached the response that we received when we entered Mr [redacted] ’s IMEI number, [redacted] , in the search engine for the above mentioned IMEI verification tool, which states: “Congratulations! Your device is ready for use Select one of SIM cards from the previous page to get started.” 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 *Enclosures