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 somewhat satisfactory to meSincerely, [redacted] ***

May 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 13, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr***’s satisfaction T-Mobile regrets any inconvenience Mr [redacted] experienced regarding our iPhone Trade Up promotion and the status of his submissionOn September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months T-Mobile records confirm that on September 24, 2016, an iPhone order was placed on Mr***’s accountRegretfully, there was not a tradevice associated with the order at the time the order was createdT-Mobile records confirm that on April 20, 2017, an iPhone was surrendered for trade in via UPS tracking label [redacted] This device has since been received by T-Mobile; however, as the original order did not have a trade associated with it, the promotional bill credits did not start automatically T-Mobile contacted Mr [redacted] on May 19, 2017, and in effort to resolve this matter amicably, T-Mobile has closed the associated EIP for the iPhone device in fullFollowing the conversation Mr [redacted] advised this matter has been resolvedT-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 Jamen F [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 meThank-you very much for helping me resolve this issue so quickly As a side note, the phone that TMobile stated they never received was return to me from their Return Service Center with a broken screen and a note they could not fix Since they did provide a new phone, I wont' pursue You guys rock!Sincerely, [redacted] ***

April 12, 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 29, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] in regards to being charged for additional lines of service and a handset that she returnedBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Ms [redacted] which provided up to two free lines of service through monthly bill creditsOur records show that there were two Mobile Internet lines added during this promotionPlease be advised that when the new lines were activated, there were also two Samsung Tablets purchased with Equipment Installment Plan (“EIP”) in an attempt to take advantage of the November Tablet On Us promotion in which Ms [redacted] was receiving monthly credits for the EIP costs of the tablets as long as she had active Mobile Internet lines Additionally, from March 1, 2017, through March 5, 2017, T-Mobile also offered another promotion in which customer could receive an additional line of service for free with monthly bill creditsOur records confirm that on March 5, 2017, another two Mobile Internet lines were added to Ms [redacted] ’s account T-Mobile records show that on March 31, 2017, Ms [redacted] contacted Customer Care with concerns about the additional lines being added to her accountIn order to resolve the matter, Customer Care cancelled all four tablet lines and removed the remaining EIP charges for the tabletsAdditionally, Ms [redacted] was issued adjustments to cover the charges for the additional lines of service which paid her April 3, balance, and left her account with a credit balance in the amount of $ In regards to the returned handset, on October 27, 2015, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 6S deviceMs [redacted] states the handset was returned for insurance, however, as T-Mobile was unable to verify the return of the equipment, Ms [redacted] continued to be charged the monthly EIP for the handset However, on April 1, 2017, T-Mobile located the returned equipment and removed the remaining EIP in the amount of $On April 11, 2017, Ms [redacted] was issued an adjustment of $for the EIP monthly payments that she had been charged after the return of the handset leaving her account with a credit balance in the amount 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 Jimmie P [redacted] Executive Response

October 20, 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 20, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms [redacted] ’s satisfactionT-Mobile regrets any concerns that Ms [redacted] has experienced regarding her final billing with T-MobilePlease be advised that T-Mobile bills for services in advance, a billing system known as “bill current.” In addition, Ms [redacted] ’s billing cycle ran from the 11th of one month to the 10th of the following monthOur records confirm that on June 12, 2016, Ms [redacted] was sent a billing statement in the amount of $66.89, for service from June 11, to July 10, 2016, which was due by July 3, Please be advised that when payment was not received, the balance was added to Ms [redacted] ’s next billing statement as a past due balanceThereafter, on July 1, 2016, Ms [redacted] cancelled her account when she ported her mobile number to another service providerAs such, on July 12, 2016, Ms [redacted] ’s final billing statement was mailed to her address of record, in the amount of $for a tax adjustment from the previous billing statement, which was due by August 3, Including the past due balance, the total balance owed was $Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAs such, Ms [redacted] ’s final balance of $was valid and owedT-Mobile records confirm that Ms [redacted] was contacted on multiple occasions regarding her past due balance, although we understand that Ms [redacted] indicates that her mailing address of record was not accurate at that timePlease note that customers must contact T-Mobile to make us aware of any address changesPlease be advised that on October 3, 2016, due to continued non-payment of the account balance, Ms [redacted] ’s account was forwarded to third-party collections Diversified Consultants Inc(“DCI”) with a balance of $At that time, and outside collections fee in the amount of $was added, bringing the account to a revised balance of $83.63, which was paid in full on October 12, Ms [redacted] ’s account is now closed with a zero balanceAs a courtesy to Ms [redacted] , and although her account charges are valid and owed, as a gesture of goodwill, T-Mobile has agreed to provide Ms [redacted] with a refund in the amount of $20.01, to be delivered to Ms [redacted] within 7-business daysMs [redacted] accepted this offer as resolution in full to her concernsPlease 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 CareBased 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, INCKayla J [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I understand and acknowledge that T-Mobile has tried to contact me twice I called Ruben with T-Mobile's Executive response team back twice and once left a voice mail I have not received a response Previously, I was contacted during work hours and one during softball I am comfortable talking about the situation; however, I have had legal counseling to have this matter be resolved through the Revdex.com as to avoid recorded information being misinterpreted My stance is that this matter should never have occurred or been sent to collections in the first place I move once every year and because my account was denied access I cannot update my information If this was the case, I don't understand why my number ( [redacted] ) or my email ( [redacted] @umich.edu) was not used to contact me (I even confirmed that it was a good number to contact me with my call in February/March timing) Because of all of this, I have requested a Credit Delete Letter for the credit to be not just closed, but removed from my credit history This matter will be closed upon my receipt of this Delete letter Thank you for your support and communication thus far I look forward to your response.Sincerely, [redacted] ***

September 2, 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 August 23, 2017, regarding the above-referenced account. T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences. T-Mobile records confirm the above account was activated on August 14, 2017 at which time Ms. [redacted] made a payment of $102.07. This payment included a $75.00 security deposit as well as a $25.00 T-Mobile SIM Starter Kit, plus sales tax. Please note that the T-Mobile SIM Starter Kit is non-refundable and the security deposit is refunded when the service has remained active in good standing for 12 months, or the account is canceled; upon cancellation, the security deposit is applied to any outstanding account balance and any remaining amount is then refunded. Also on August 17, 2017, Ms. [redacted] agreed to participate in the JUMP! On Demand lease option for a T-Mobile REVVL handset. There was no amount due at signing and Ms. [redacted] agreed to 18 monthly payments of $5.41 plus applicable sales tax. When this device was returned on August 17, 2017, the lease was closed, however since no payment had been collected no refund was due. Additionally, the account was not canceled therefore the security deposit was not released. T-Mobile truly regrets any confusion in regards to the payment made at the time of activation and the lack of a refund being issued for the equipment that was returned. In order to provide Ms. [redacted] with a truly Un-carrier experience, T-Mobile issued a reimbursement in the form of a prepaid debit card in the amount of $102.07. The reimbursement was processed on August 29, 2017 and Ms. [redacted] can expect to receive it within 7 – 10 business days from that date. 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. Liana G [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 under one condition: the promise of an improved network is actually fulfilled within a reasonable time frameI do ask that you keep your customers posted on the progress in a place where customers can easily access this information (main website, Facebook, Twitter, etc...)And I also would like an assurance that your company will put an end to "data prioritization" once and for all, and instead, go back to the old ways of granting access on a first-come, first-served basis!Sincerely, [redacted]

June 6, 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 30, 2016, regarding the above-referenced accountWe regret the concerns that Mr [redacted] recently experience when moving his lines of service to T-Mobile from another service providerOur records indicate that on April 13, 2016, Mr [redacted] activated his T-Mobile account with one line of service, the mobile number ending in ***However, on April 30, 2016, Mr [redacted] added an additional eleven line of service to his account, bringing the account to a total of twelve line of service, ten voice line and two mobile internet linesAt that time, Mr [redacted] advised T-Mobile that he did not intend to open his account on April 13, 2016, and had meant only to inquire about the service that dayWe regret any confusion about the date of activation of the accountPlease note that Mr [redacted] did not begin utilizing his service on all lines until May 29, As such, per Mr***’s agreement with our Customer Loyalty department, Mr***’s account was credited in full, for all services through June 14, 2016, and the account was brought to a zero balancePlease note that this resulted in about two weeks of service being provided to Mr [redacted] at no cost, due to his inconvenience in this matterPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareBased 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, INCKayla J [redacted] Executive Response

February 5, 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 January 22, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfactionT-Mobile regrets any inconvenience Ms [redacted] has experienced regarding her recent handset orderPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareUpon our review of Ms [redacted] ’s order number [redacted] , which was placed on January 12, 2016, T-Mobile has confirmed that Ms [redacted] ’s order was never receivedAs such, on January 22, 2016, T-Mobile submitted a refund in the amount of $to Ms [redacted] ’s credit card used for the above-referenced orderIn an effort to amicably resolve this matter, and upon speaking to Ms [redacted] , on January 29, 2016, T-Mobile processed an order for an LG G Stylo handset to be purchased through our Equipment Installment Plan ("EIP") program and sent, via overnight shipping, to Ms [redacted] In addition, T-Mobile has applied a credit in the amount of $for Ms [redacted] ’s down payment, tax, and shipping charges for the above-referenced LG G Stylo handsetAs an additional courtesy to Ms [redacted] , T-Mobile has applied a credit in the amount of $for the charges associated with the mobile number ending in from the billing statement dated January 14, Pursuant to our conversation with Ms [redacted] the matter is resolved and she has no further concernsT-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, INCBrandon M***

May 27, 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 25, 2016, regarding the above-referenced accountWe are sorry to hear that Mr [redacted] had concerns with fraudulent activity on his T-Mobile accountOur records confirm that on July 9, Mr [redacted] activated his T-Mobile accountFurthermore, on July 26, 2013, Mr [redacted] contacted T-Mobile to report that his handset was stolen, and he requested that we suspend his T-Mobile accountPlease be advised that accounts that are suspended for lost/stolen are still billed at the monthly rateAs Mr [redacted] did not contact T-Mobile after July 26, to resume his line of service, on September 23, 2013, Mr***’s account was canceled by T-MobileMr***’s account remains canceled with a total past due amount of $which consists of monthly recurring charges for the period of July 9, 2013, through September 23, 2013, late payments, plus taxes feesIt is our position that there was no fraudulent activity on Mr***’s account and that the past due balance remains valid and owedHowever, in an effort to amicably resolve this matter, on May 26, 2016, T-Mobile contacted Mr [redacted] and offered a bill credit in the amount of 247.59, and to remove the account from collections and delete any negative information reported to the credit bureaus should Mr [redacted] will remit payment to T-Mobile in the amount of $for the time Mr [redacted] utilized the serviceIt is important to note that Mr [redacted] declined this offer Should Mr [redacted] change his mind and decide to accept this offer, he may contact me at the number provided below within thirty (30) days from the date of this letterT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTaylor B [redacted] Executive Response

Revdex.com: Thanks Revdex.com for the help to resolve this matter 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]

August 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 August 17, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced in regards to changing his rate plan and international chargesOur records confirm that on July 18, 2016, Mr [redacted] rate plan was changed to a $promotional rate plan and the $Family Stateside International w/Mobile Promotional feature was automatically removed as it was not compatible with the new rate planMr [redacted] August 2, 2016, billing statement included $6,in international charges and taxesOn August 5, 2016, our $North America Stateside International Talk w/Mobile feature was added to the five voice lines on Mr [redacted] account to prevent any further international charges until the rate plan could be correctedWe spoke with Mr [redacted] on August 18, 2016, and confirmed that we made the requested change back to his original $Simple Choice Family Unlimited Talk Text and Data lines included and backdated it to August 2, Our $2.5GB data feature was added back to all five voice lines and a $additional line fee was added to the number ending in Any pending international charges will be rerated and the $North America Stateside International Talk w/Mobile features added on August 5, 2016, will be waivedOn August 18, 2016, we applied a credit of $6,for the billed international charges reducing Mr [redacted] current balance to $Mr [redacted] stated he understood and accepted our resolutionT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDaniel R [redacted] Executive Response

May 22, 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 May 8, 2017, regarding the above-referenced accountT-Mobile regrets Mr [redacted] ’s concerns regarding his account billing Review of Mr [redacted] ’s account indicates that mobile numbers ending in ***, ***, ***, ***, ***, ***, ***, [redacted] and [redacted] were subscribed to our grandfathered $Simple Choice Unlimited Talk and Text rate plan T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr [redacted] ’s account when the five mobile numbers ending in ***, ***, ***, ***, and [redacted] were moved to a new customer’s account 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 business It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account Upon the completion of the COR, mobile numbers ending in ***, ***, [redacted] and [redacted] remained active on Mr [redacted] ’s account Mr [redacted] ’s account continued on the above mentioned price plan as the promotional Two Lines for $price plan he had requested was grandfathered and therefore no longer availableWith regards to Mr [redacted] ’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headset Further records confirm that on March 18, 2017, Mr [redacted] transferred mobile number ending in [redacted] to another service provider Furthermore, on the same date MrWeisenthal contacted our Customer Care team and requested cancellation of mobile numbers ending in ***, [redacted] and *** Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr [redacted] ’s account without his consent As such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $to Mr [redacted] ’s account for the cost of the Samsung VR headset.As Mr [redacted] requested, on April 7, 2017, mobile number ending in ***, and [redacted] were cancelled On April 12, 2017, Mr [redacted] contacted Customer Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same date Upon cancelation On May 9, 2017, Mr [redacted] ’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellation In an effort to amicably resolve this issue, T-Mobile applied a credit of $to Mr [redacted] ’s account to bring his outstanding balance to zero As such, Mr [redacted] ’s account remains closed with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.James H*** Executive Response

Complaint: [redacted] I am rejecting this response because: The printed T-Mobile coverage map shows great coverage in my area and leads consumers to believe that coverage will never be an issueSo far, the coverage has been horribleOnce my phones are paid off, we will be leaving for [redacted] where coverage was NEVER AN ISSUE Sincerely, [redacted]

April 26, 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 13, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced in regards to the Tax Time Switcher promotion and Advantage Program DiscountT-Mobile records confirm that on February 23, 2017, Mr [redacted] activated a postpaid account with three voice lines and one Mobile Internet (“MI”) line of serviceAt the time of activation Mr [redacted] ’s account was subscribed to the Lines T-Mobile ONE rate plan for $per month, for the first two voice lines of serviceMr [redacted] ’s third voice line of service was $45.00, per monthMr [redacted] ’s MI line of service was subscribed to the T-Mobile ONE Tablet rate plan for $75.00, per month, plus taxes T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThe Advantage Program offers new customers a $Reward Card for each new device or tablet that is purchasedT-Mobile records indicate that Mr [redacted] ’s verification documentation was not received; therefore, Mr [redacted] ’s account did not qualify for enrollment in the T-Mobile Advantage Program $Reward Card program Please be assured that T-Mobile strives 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 with our retail location Please note that, as part of the Tax Time Switcher promotion, from January 5, 2017, through February 28, 2017, customers who activate a new line of service on the T-Mobile ONE or Simple Choice rate plan with Unlimited data and port in their number will receive a $marebate per line of serviceT-Mobile records confirm that Mr [redacted] ’s account met the requirements for the promotionUnfortunately Mr [redacted] ’s rebate was declined as the account reflected that the mobile numbers had already been utilized in another non-compatible promotional offerTherefore, in an effort to amicably resolve the matter, on April 17, 2017, T-Mobile sent Mr [redacted] a prepaid refund card in the amount of $600.00, to the billing address on fileMr [redacted] may expect receipt of the refund within ten business days from the date of processing As Mr [redacted] ’s account was subscribed to AutoPay, the account was eligible to receive a $monthly bill credit, per voice line of serviceTherefore, Mr [redacted] ’s monthly recurring charges were estimated to be $per monthRecords confirm that Mr [redacted] ’s February 24, 2017, billing statement reflected a balance owed of $as the MI line charge of $did not reflect on this billing statementOn March 14, 2017, T-Mobile received a payment of $155.00, reducing the balance owed to zero On March 20, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] ’s account, bringing the account to a credit balance of $Records confirm that Mr [redacted] ’s March 24, 2017, billing statement reflected a balance owed of $227.50, increasing the balance owed to $On March 28, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] ’s account, reducing the balance owed to $It is T-Mobile’s position that Mr [redacted] ’s account was accurately charged for the monthly recurring charges and features T-Mobile records confirm that on April 23, 2017, Mr [redacted] ’s account was cancelled when he ported his voice lines to another service provider and requested the cancellation of his MI line of serviceAs of the date of this letter, Mr [redacted] ’s account remains cancelled with a zero balanceShould Mr [redacted] wish to discuss this matter further, he may contact me directly at the 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 Diana J [redacted] Executive Response

August 26, 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 20, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any frustration Mr [redacted] encountered with his equipmentOur records confirm that on July 31, 2015, Mr [redacted] visited a T-Mobile retail store and purchased a new Kyocera Rally deviceBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive a replacement of their device via T-Mobile’s Handset Exchange ProgramUnfortunately, due to an administrative error, our Handset Exchange Program was not recognizing Mr [redacted] equipment as a T-Mobile deviceAs such, we are unable to replace the Kyocera Rally through our Handset Exchange ProgramNevertheless, in an effort to amicably resolve this issue, T-Mobile has mailed Mr [redacted] a new T-Mobile SPARQ device at no costMr [redacted] can expect to receive the SPARQ device within seven to ten business days via UPS at his address listed in his correspondence to your officeMr [redacted] is not required to return the Kyocera Rally handset and we suggest that he recycle the deviceFurthermore, as an additional courtesy, T-Mobile has applied a $credit to Mr [redacted] account and extended the expiration date on his balance of $through October 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, INCBrian W [redacted] Executive Response

Tell us why here August 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 15, regarding the above-referenced account T-Mobile regrets any difficulties [redacted] has experienced with her T-Mobile accountT-Mobile has reviewed [redacted] ’s account regarding her payments made towards equipment and found that on May 25, 2017, [redacted] made payments totaling $1,These payments went towards the following leased equipment that [redacted] had on JUMP! On Demand program (“JOD”): • A payment of $was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed • A payment of $was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed • A payment of $was made for JOD ID number [redacted] for an Apple iPad Pro 32GB device with this payment the lease offer was closed The fourth payment paid on May 25, 2017, in the amount of $went towards the balance of $due by May 22, 2017, that consisted of past due balance of $and new charges of $due by May 22, As [redacted] carried a past due balance the June 1, 2017, billing statement reflected a balance of $which consisted of a past due balance of $and new charges of $due by June 22, It is important to note that [redacted] was subscribed to two equipment programs with T-Mobile in addition to the above mentioned above that are now closedOn October 26, 2016, [redacted] took advantage of our JOD offering by leasing an iPhone Plus 32GB handset for the mobile number ending in [redacted] at $for months with a $Purchase Option Price (“POP”)For the line ending in [redacted] on April 15, 2017, a JOD lease was initiated for a Samsung Galaxy Sat $over the course of months and a $POPPlease note that the JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”)EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments [redacted] entered to the EIP offering on the following dates: • On November 10, 2016, an Apple iPhone 32GB was financed for the line ending in *** [redacted] was not required to make a down payment for this device and agreed to a series of monthly installments of $ • On February 25, 2017, a Samsung Gear SWearable device was financed for the line ending in *** [redacted] was asked to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $ • On April 19, 2017, a Samsung Wall Charge stand was financed for the line ending in *** [redacted] was not required to make a down payment for this accessory and agreed to a series of monthly installments of $ T-Mobile records indicate that on May 31, 2017, the account was fully suspended for non-payment on August 17, 2017, with a balance of $1,which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxesIt is T-Mobile’s position that [redacted] was billed in accordance with the Terms and Conditions of the selected rate plan and equipment plan and the charges are valid However, in an effort to amicably resolve this matter T-Mobile has agreed to waive the balance of $1,and the remaining unpaid EIP and JOD active balance of $1,for equipment listed above under the condition [redacted] return the equipment via the pre-paid mailing label that was sent to her email providedIn addition T-Mobile has offered to waive the final bill upon [redacted] porting her mobile numbers to another carrier [redacted] asked for additional time to accept this offerT-Mobile will continue to work with [redacted] until an amicably resolution is agreed up 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 any of [redacted] ’s interactions with T-Mobile 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]

July 19, 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 July 7, 2017, regarding the above-referenced account. T-Mobile regrets Ms. [redacted] concerns with the above referenced account. 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 Ms. [redacted] recent contact with our Customer Care. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices. Naturally, several requirements must be met in order to be approved for this offer. T-Mobile records confirm that on June 28, 2017, Ms. [redacted] activated her account with one line of service. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan offering with the purchase of a new LG Aristro handset. Ms. [redacted] was not asked to make a down payment. However, Ms. [redacted] remitted a payment totaling $43.47, equal to the taxes on the full retail price of the device, applicable taxes, and fees. Regretfully, as a trade-in was not performed at the time of activation and Ms. [redacted] account has since been cancelled, she does not meet the requirements for the Carrier Freedom offer. Review of Ms. [redacted] account confirms that the above-mentioned LG Aristro handset has been received. Accordingly, T-Mobile agreed to provide a full refund of $43.47 equal to the cost at the time of activation. We request that Ms. [redacted] please allow up to ten business days for delivery. It is important to note that T-Mobile has also confirmed that Ms. [redacted] is no longer enrolled in our AutoPay feature, which automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method. Therefore, Ms. [redacted] will not have an automatic payment withdrawn from her financial institution. As of the date of this letter, Ms. [redacted] account remains closed with a zero balance. 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 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. Alberto V [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 26, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] still has concerns with the monthly billing statement amounts and the final cost for the Apple iPhone handsets 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 Ms***’s recent contact with our Customer Care On March 5, 2017, Ms [redacted] purchased an Apple iPhone GB handset for the mobile number ending in [redacted] and with her traher overall cost would be $for this handset The handset cost is $749.99, we received an Apple iPhone Plus 64GB handset as a trafor this line At the time of the trade-in, on March 5, 2017, Ms [redacted] received a $tracredit and it was applied to toward the down-payment of $ In addition, on April 17, 2017, T-Mobile issued a credit in the amount of $toward the EIP balance for this handset With the tracredit and EIP payment, Ms [redacted] received credits totaling $toward this handset purchase, which leaves her actual cost for the handset at $ On March 5, 2017, Ms [redacted] purchased an Apple iPhone Plus GB handset for $for the mobile number rending in ***, she tradan Apple iPhone Plus GB handset and received a tracredit in the amount of $that was used toward the down-payment and handset taxes On April 17, 2017, T-Mobile issued a credit toward the EIP balance in the amount of $ With the tracredit and EIP credit, Ms [redacted] received credits totaling $toward the handset purchase, which leaves her final cost for the handset at $ Finally, on March 6, 2017, Ms [redacted] purchased an Apple iPhone Plus GB handset for $for the mobile number ending in ***, she tradan Apple iPhone Plus GB handset and received a tracredit in the amount of $that was used toward the handset down-payment and taxes On April 17, 2017, a reward card in the amount of $was sent to Ms***, which may take up to ten business days for delivery With the tracredit and reward card, Ms***’s cost for this handset is $100.00, which meets the monetary terms of the offers were honored Our records reflect that as Ms [redacted] is currently on a promotional $4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the Friends and Family Lines on Us promotion as she is already receiving one line of free which is built into her existing rate planAs such, on March 1, 2017, Ms***’s number ending [redacted] was enrolled in the promotionWe apologize for the inconveniences this has caused Ms*** Our records further reflect that on March 4, 2017, Ms [redacted] added a new line of service with mobile number ending [redacted] during our Free Add-A-Line: This One’s On Us! promotionStarting March 1, and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for freeAs Ms [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibilityPlease note that Ms [redacted] will still be responsible for the taxes associated with the free lines of service Finally, on April 19, 2017, T-Mobile issued a goodwill credit in the amount of $to Ms***’ account toward the disputed account balance As of May 1, 2017, Ms***’s account reflects a zero balance Ms***’s billing cycle closes on May 10, and her next payment will be paid via AutoPay on June 1, 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