T-Mobile USA

July 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr [redacted] concerns to his satisfactionWe regret to hear of the billing concerns that Mr [redacted] experiencedT-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment periodically to maintain their monthly discountIf T-Mobile does not receive the proof of employment during this re-verification period their eligibility the discount is removedAccording to our records Mr [redacted] was sent a notification on May 19, 2015, to re-verify his employment with Ford Motor CompanyUnfortunately, we did not receive the proof of employment and as such on July 24, 2015, the discount was removedWe regret if Mr [redacted] did not receive the notification that was sent to re-verify his employment statusAlthough it is T-Mobile’s position that Mr [redacted] ’s discount was removed according to the program eligibility requirements, on July 5, 2016, we received Mr [redacted] ’s proof of employment and have re-added the discountIt should be noted that the discount may take one to two billing cycles to appear from when the application is submitted and approvedAdditionally, as a courtesy and in an effort to amicably resolve Mr [redacted] ’s concerns for the missing discount, T-Mobile offered a credit for $176.33; which is for the 15% monthly discount he did not receive on the last billing statementsPlease note that on July 7, 2016, T-Mobile contacted Mr [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfactionBased 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, INCChristina S [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 agree that probably was EIP I paid, I misquoted as Early termination feeHowever I would like to advice or give feedback on regards below I request T mobile that any customer should have the mobile unlocked automatically once he pays off his contract or eip or whatever that was required to close the account, instead of having a policy that the customer should manually request for unlockotherwise, the customer should be notified regarding this manual request for unlock is required once he cancels the account If a customer is contacting the customer care and the executive is promising solution is two or three days, the customer executive should give the solution in the mentioned time, otherwise the executive MUST CALL BACK THE CUSTOMER TO MAKE HIM INFORMED on the status of the query If any of these two had happened, there was no need for me to contact the Revdex.comI was not completely satisfied with this refund as I was not able to use this new phone for three monthsBut I take this business response and can close this complaintAppreciate Jason's effort to close this issue THanks Revdex.comYou are doing a wonderful job as an organization Sincerely, [redacted]

October 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] ***- [redacted] T-Mobile Account Name: [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 September 28, 2016, regarding the above-referenced accountT-Mobile attempted to contact Ms***- [redacted] but we were unsuccessful in reaching here, therefore we will make every effort to fully address her concerns in this letterT-Mobile records confirm that, on September 12, 2016, we offered to apply a credit of $to Mr [redacted] ’s account which is equivalent to the cost of the Samsung Galaxy Note that was financed via T-Mobile’s Equipment Installment Plan (“EIP") offer on April 25, At that time, T-Mobile agreed to provide Ms***- [redacted] with a Samsung Galaxy Note as a replacement for her non-working Samsung Galaxy Note as opposed to utilizing T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a new or like-new replacement handset of the same or equivalent model by collecting a Service Warranty Processing Fee which can range from $to $By providing Ms***- [redacted] with the credit of $as well as the new Samsung Galaxy Note 7, she was essentially paying only the difference in the cost of the two devices in order to receive her replacementIn addition to this offer, T-Mobile also agreed to send Ms***- [redacted] a brand new, un-opened, Samsung Galaxy Note at no cost for use while she awaited inventory replenishment of the Samsung Galaxy Note T-Mobile records confirm that, on September 12, 2016, an order for the Samsung Galaxy Note was placed and subsequently delivered on September 15, via overnight shipping at no costAt the time the order was placed, the full $cost of the order was scheduled to be billed to Mr [redacted] ’s account on the following billing statementT-Mobile records confirm that, as of September 28, 2016, this amount has been credited in full as promisedIt is T-Mobile’s position we have gone very far above and beyond our policies and guidelines in working with Ms***- [redacted] and no further exceptions will be made in regards to this matterT-Mobile regrets any confusion Ms***- [redacted] may have experienced regarding the return date for the Samsung Galaxy Note Upon further review of Mr [redacted] ’s account, T-Mobile has confirmed that an order for a Samsung Galaxy Note was delivered to Mr [redacted] ’s billing address on October 3, As promised, T-Mobile has applied a credit of $to the EIP balance for this device reducing the unpaid balance to $which will appear on the following billing statementIn accordance with T-Mobile’s original offer, we ask that Ms [redacted] return the Samsung Galaxy Note 5, and all accessories included in the original packaging, no later than October 21, to the following address: T-Mobile USA, IncAttn: Liana Menaul Blvd NE Albuquerque, NM Once T-Mobile receives the device, it will be inspected to confirm it is in good working condition with no liquid or physical damageMs***- [redacted] will incur a non-return fee of up to $for any missing accessories such as the charger or USB cable included in the original packaging with the devicePlease note that, if the device is not received by October 21, 2016, or is received in non-working or damaged condition, the credits totaling $will be reversed and the cost will be owed in fullBased 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, INCLiana G [redacted] Executive Response

August 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 August 4, 2017, regarding the above-referenced account We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent visit to our retail locationPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersPlease note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, sex, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local lawDiscrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be toleratedPlease be advised that Ms [redacted] ’s concerns will be forwarded to the appropriate department for investigation; however, T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidentialT-Mobile regrets any inconvenience Ms [redacted] or her son may have experienced and we appreciate Ms [redacted] ’s feedback Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: MrDavis, left me a message that mentioned I never had a problem and that is incorrect, prior to my calling the Revdex.com I was speaking with a young lady regarding my account she recognized the issue and told me she would get back to me, by July 7thso if that repfound an issue then how could it have beenI had no problem with my accountI'm feel like I was taken advantage of and someone unbeknownst of myself changed my account in which it caused taxes to be put on my account, which in turn changed my account and took my bill higher than usualI'm very upset and want a credit on my accountThis is not fair to the little man....little woman to be exact Sincerely, [redacted]

September 27, 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] 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. T-Mobile regrets to learn of the concerns Ms. [redacted] has regarding her credit report and we appreciate this opportunity to review this matter. Please note that T-Mobile was unable to locate an account with the personal information provided by Ms. [redacted] . In cases where the account holder of record claims they did not activate the account, T-Mobile requires that party complete a Collection Dispute Form. Once completed, Ms. [redacted] must return the form, with a photocopy of her driver’s license or other government-issued photo identification, and a police report naming the responsible party if possible. This may be sent to my attention at the address listed below or faxed to 505-998-3796. Upon receipt, T-Mobile will review this matter further and apprise Ms. [redacted] of our findings. Ms. [redacted] has been provided with the below contact number as well as the email address [redacted] @T-Mobile.com and she has been asked to contact me directly if she has any additional questions in regards to this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Liana G [redacted] Executive Response

Tell us why here July 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 dated July 11, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Mr [redacted] with regards to his T-Mobile accountT-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should expect satisfactory coverageUnfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weatherOutages and interruptions in service may occur, and speed of service variesDevices also have varying speed capabilities and may connect to different networks depending on technology With regards to Mr***’s Binge On concerns, our records indicate that on May 22, 2017, Mr [redacted] activated two mobile phone lines on a T-Mobile ONE Tax Inclusive planPlease be advised that our Binge On rate plans are not compatible with accounts that are set up to have Tax Inclusive plans and as such, on July 8, 2017, Mr [redacted] activated a Mobile Internet (“MI”) line of service under our MI Tax Inclusive postpaid plan for hotspots which does not include Binge OnT-Mobile regrets any concerns to Mr [redacted] with regards to this In addition, our records do not confirm that Mr [redacted] contacted our Customer Care department regarding his T-Mobile Application concerns In an effort to amicable resolve this matter, on July 11, 2017, T-Mobile issued a billing credit in the amount of $85.62, updating his T-Mobile account to a credit balance of $83.34, and transferred Mr***’s MI line to its own T-Mobile account and switched the rate plan on it to a Binge On compatible planAdditionally, T-Mobile filed an internal ticket with our Engineering team regarding his at-home data coverage concerns and a separate ticket regarding his T-Mobile Application issues Please be advised that on July 17, 2017, our Engineering team indicated that no issues were found with data coverage in his area and recommended that Mr [redacted] exchange his handset under our handset exchange programPlease note that Mr [redacted] declined to exchange his handsetPlease note that T-Mobile is currently waiting for the T-Mobile Application ticket to be completedWe appreciate Mr***’s patience during our investigation and resolution 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar [redacted] Executive Response

August 22, 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 August 10, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is Ms [redacted] ***, and that she has designated Ms [redacted] as an authorized user of the account T-Mobile regrets any concerns Ms [redacted] experienced in regards to a promotion for her LG tablet Please be advised that from April 7, through May 24, 2017, T-Mobile offered the QLG Tablet Bundle promotion The QLG Tablet Bundle promotion offered new and existing customers an LG G Pad X tablet for free after a mail in rebate with the purchase of an LG Ghandset or an LG Vhandset on EIP Additionally, from April 21, through May 24, 2017, T-Mobile offered the QLG G Pad Bundle 50% Off promotionThe QLG G Pad Bundle 50% Off promotion offered new and existing customers an LG G Pad X tablet at half cost after a mail in rebate with the purchase of an LG Aristo handset, LG KPlus handset, LG Khandset, LG Khandset, or LG Stylo Plus handset on EIP T-Mobile records reflect that on April 22, 2017, Ms [redacted] qualified for our JUMP! On Demand (“JOD”) offering with the lease of an LG Stylo Plus handset Please be advised that Ms [redacted] was not required to make a capitol cost reduction payment, she then agreed to a 18-monthly lease of $a month with a purchase option price of $after lease is completed Additionally, our records confirm that Ms [redacted] Qualified for our EIP offering with the purchase of an LG G Pad tablet Ms [redacted] was not required to remit a down payment, she then agreed to a 24-monthly installment for $a month Please be advised that Ms [redacted] did not meet the requirements for our QLG G Pad Bundle 50% Off promotion as she leased the LG Stylo handset and the handset was not placed on an EIP T-Mobile records reflect that on June 19, 2017, in an effort to amicably resolve Ms***’s concerns, T-Mobile applied a one-time courtesy credit in the amount of $to honor the QLG G Pad Bundle 50% Off promotion Upon speaking with Ms [redacted] on August 17, 2017, in an additional effort to amicably resolve Ms***’s concerns, T-Mobile offered to waive the remaining balance of $for the LG G Pad tablet Additionally, T-Mobile offered a $credit for service charges for her MI line and a $credit for her EIP payment for the LG G Pad tablet Lastly, T-Mobile offered Ms [redacted] free MI line service up until September 2, 2017, the end of her current billing cycle Ms [redacted] has been advised that any charges after September 2, for her MI line will be valid and owed Please note that Ms [redacted] has accepted our offer and her account 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

May 16, 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 8, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfactionWe regret any concerns Mr [redacted] may have experienced with our tablet promotionOur records indicate that on November 14, 2015, Mr [redacted] visited a T-Mobile retail location to take advantage of our Tablet On Us promotion which ran from October 14, 2015, through November 3, This promotion allowed eligible customers to receive a Samsung Galaxy Tab A with the purchase of a select Samsung device with EIP when they sign up for a 1GB or higher mobile internet planAt that time, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEIP 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 installmentsAlthough Mr [redacted] purchased a Samsung device, as mentioned above, the promotion expired on November 3, 2015, therefore Mr [redacted] ’s purchase was not eligibleNevertheless, on May 11, 2016, T-Mobile reached out to Mr [redacted] and in an effort to amicably resolve this matter T-Mobile agreed to remove and credit the cost of the Tablet in the amount of $and refund $for the payments previously made toward this tabletMr [redacted] accepted this offer as resolution in fullBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJames H [redacted] Executive Response

September 28, 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 September 17, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted] , which have proven unsuccessful. T-Mobile regrets any concerns Mr. [redacted] has with his handset and service. Regretfully, with the information available, T-Mobile is unable to discern the specifics of Mr. [redacted] ’s dispute with T-Mobile. T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution. We request that Mr. [redacted] contact me directly at the number below or via email at Abigail.***R***@T-Mobile.com to discuss this matter and work toward a resolution. 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. Abigail ***-R [redacted] Executive Response Tell us why here...

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 meI would also like to sincerely thank both Carla and Lauren (our business representative) for their time and attention in addressing this issue quickly.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I would not have purchased the Samsung VR gear, had the agent not guaranteed me that they would be compatible with any samsung phone, but that was incorrect the phone must be S compatible The discrepancy of when the items were received at T-mobile warehouse is in correct I attached the return shipping receipt the items were returned on January 14, (tracking numbers [redacted] and [redacted] ) UPS tracking shows that T-mobile warehouse received the items on January 20, That would be before the day return policyI also reached out several times to T-mobile about the return, and was given excuse after excuseSo for T-MOBILE USA, INCLigia M [redacted] Executive Response to reply and say that returned the items after the return date is incorrect attached is the copy of proofToday March 19, and still have not received my refund $ I request to leave it open until I receive my refund $please it's already going on monthsThank you, [redacted]

June 26, 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 June 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records reflect that [redacted] is the account holder of record, and that T-Mobile has ascertained that [redacted] is an also known as nameWe are pleased to report that Mr [redacted] ’s concerns have been addressed and resolved to his satisfaction T-Mobile regrets any concern that Mr [redacted] has experienced regarding our October LG Bundle promotional offerWe appreciate the opportunity to respond to this matter Please be advised that beginning October 5, 2016, running through October 20, 2016, T-Mobile offered the October LG Bundle promotionThis promotion provided eligible customers the opportunity to upgrade to an LG Smartphone and receive an LG Tablet for free after monthly Equipment Installment Plan (“EIP”) creditsAs can be expected, there are several eligibility requirements that must be met in order for customers, like Mr [redacted] , to take advantage of this offerPlease note that one of these requirements is that both devices must be purchased using our EIP offering T-Mobile records indicate that on October 12, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an LG G Pad X tabletEIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsPlease note that Mr [redacted] was not required to remit a down payment for this purchase; however, he agreed to a series of monthly installments in the amount of $added to his monthly billing statement T-Mobile records indicate that also on October 12, 2016, Mr [redacted] qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option of an LG VhandsetJOD is a leasing option that allows eligible customers to obtain handsets with a low initial out of pocket cost, known as a Capital Cost Reduction (“CCR”), and by agreeing to pay a partial balance of the device in installmentsPlease note that Mr [redacted] was not required to remit a CCR however he agreed to an month lease As Mr [redacted] ’s LG Vhandset was ac1uired using our JOD offering, his tablet purchase was not paired with our October LG Bundle promotional offer Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our retail location Although it is T-Mobile’s position that Mr [redacted] ’s purchase does not qualify for our October LG Bundle promotional offer, on June 17, 2017, Customer Care applied $in account credit to Mr [redacted] ’s account in an effort to reimburse him for the previously assessed monthly installments for his LG tabletAdditionally, on June 24, 2017, T-Mobile’s Executive Office absolved the remaining $EIP balance owed on Mr [redacted] ’s LG tabletPlease note that on June 26, 2017, T-Mobile contacted Mr [redacted] and apprised him of these changes and in addition, Mr [redacted] was provided a one-time $courtesy creditPlease be advised that Mr [redacted] accepted this as a resolution to his concernsPlease note that Mr [redacted] ’s account remains active with a $credit balance which will be used to offset and reduce future monthly billing and his EIP for the aforementioned LG tablet will no longer have a financial impact to him 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

October 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 October 12, 2016, from Ms [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr [redacted] ***, and that he has designated Ms [redacted] as an authorized user of the accountPlease be advised that we have made attempts to contact [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets any concerns Ms [redacted] may have experienced regarding the above-referenced accountOur records confirm that Mr [redacted] activated his account on October 11, 2014, with two lines of service ending in [redacted] and ***On September 9, 2016, Ms [redacted] preordered an Apple iPhone via our Equipment Installment Plan (“EIP”) programMs [redacted] was not required to remit a down payment, and agreed to monthly installments in the amount of $Additionally on September 9, 2016, a second Apple iPhone handset was leased via our JUMP! On Demand lease programThis lease requires an month lease, with monthly payments in the amount of $At the end of the month lease period, Mr [redacted] must return the handset to a T-Mobile retail location in good working order, or remit payment for the purchase option price in the amount of $and retain possession of the deviceAs part of Mr***’s JUMP! On Demand lease upgrade, he was required to return his previously leased device, an Apple iPhone 6S space gray handsetRegrettably, our records do not indicate that the handset has been received by T-Mobile as returnedAdditionally, our records confirm that Mr [redacted] traded in an Apple iPhone 6S in rose gold at the time of the purchase of the iPhone on an EIPThis device was traded in via our JUMP! program, and as such the EIP for the iPhone 6S in rose gold was closed as of October 13, Mr [redacted] will no longer be billed monthly for the deviceAdditionally, on October 13, 2016, T-Mobile issued a courtesy credit in the amount of $for a month of the billed charges for the handsets Ms [redacted] indicated were returnedIn an effort to amicably resolve Ms [redacted] ’s concerns, on October 21, 2016, T-Mobile closed the lease for the iPhone 6S in space grayAs such, Mr [redacted] will no longer be billed for the handsetAdditionally, on October 21, 2016, T-Mobile issued a courtesy credit to Mr***’s account in the amount of $200.00, for the inconvenienceMr***’s account remains active, with a balance of $Payment for this balance is due November 6, Mr [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance dueT-Mobile regrets any inconvenience Ms [redacted] or Mr [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

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated Ms [redacted] as an authorized user of the account T-Mobile regrets any continued concerns Mr [redacted] experienced in regards to her LG Tablet, her Samsung Galaxy S Edge handset, and charges on her billing statementsT-Mobile records confirm that as of July 15, 2015, Ms [redacted] is subscribed to the Simple Choice Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00, provides the first two lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines of service added after the first two are $each per monthPlease be advised that our records confirm that Mr [redacted] has a total of four voice lines on the accountPlease note that all pricing is prior to any applicable taxes and fees Additionally, our records confirm that Mr [redacted] elected to have a $JUMP! feature on mobile numbers ending in 8952, 4755, and Furthermore, Mr [redacted] elected to have a $Name ID feature on mobile numbers ending in and Please note that all pricing is prior to any applicable taxes and fees Our records confirm that the account has a Mobile Internet (“MI”) line for $a month and has unlimited data and text on the tabletMr [redacted] elected to have a $Premium Handset Protection (“PHP”) feature for the tabletPlease note that Mr [redacted] qualifies for a $monthly MI discount since the MI line is on the same account as the voice lines of servicePlease note that all pricing is prior to any applicable taxes and fees Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr [redacted] To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountSo long as the account keeps the voice lines active, the mobile numbers ending in and will remain freeIt is important to note that the promotion does not include any additional features, taxes, and fees T-Mobile records reflect that on May 15, 2017, Ms [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S handsets with a total retail cost of $1,for both handsetsMs [redacted] was required to remit a $down payment for each handset, she then agreed to a 24-monthly installments of $for each handsetIt is important to note that our records reflect that Ms [redacted] has paid off one of the two Samsung Galaxy S handsets T-Mobile further regrets any concerns Ms [redacted] experienced in regards to the insurance for her Samsung Galaxy ShandsetT-Mobile records reflect that on July 25, 2017, Ms [redacted] qualified for our EIP offering with the purchase of a Samsung Galaxy SEdge handset for mobile number ending in Please be advised that our records confirm that Ms [redacted] has paid the full balance for the handset Please be advised that our records reflect that Ms [redacted] started using the Samsung Galaxy S handset on mobile number ending in on July 26, As such, our records confirm that the Samsung Galaxy S Edge handset was no longer covered under the insurance for the mobile number ending in T-Mobile records reflect that the Samsung Galaxy S Edge handset was then used on mobile number ending in 8953, which did not have the JUMP! feature Please be advised that as mentioned in our correspondence dated August 3, 2017, for file number [redacted] , T-Mobile records confirm that Ms [redacted] ’ tablet is currently being covered by the Limited Warranty provided by the manufacturer of the deviceAdditionally mentioned in our previous correspondence, handset sent out to customers as a replacement device are Certified Pre-Owned (“CPO”) handset that goes through a rigorous point inspection Please be assured that T-Mobile strives to provide the best replacement possible for all of our customersWe also make every effort to ensure that each device is properly inspected prior to being sent out to a customerT-Mobile regrets to hear that Ms [redacted] ’ replacement device is not working and we apologize for the experiences she has had with the limited warranty of her tablet Ms [redacted] ’ billing statement dated August 14, 2017, reflects a total balance owed in the amount of $This balance consists of new charges totaling $236.56, two $warranty processing fees, a $late payment fee, premium voicemail service charges totaling $for mobile number ending in 3135, and a $one-time charges for prorated charges for the rate plan change for the MI line Upon speaking with Ms [redacted] on September 12, 2017, T-Mobile offered to send out another warranty replacement for the LG TabletRegretfully, Ms [redacted] declined our offerT-Mobile has offered a one-time $discount on the purchase of any new tablet of Ms [redacted] ’ choosingIn an effort to further amicably resolve Ms [redacted] ’ concerns T-Mobile offered to waive the remaining balance of $for the LG G Pad tabletMs [redacted] has confirmed that her concerns with the Samsung Galaxy S handset have been addressed and resolved with Customer CareLastly, T-Mobile has offered an $credit for the prorated charges for the MI line and monthly charges for the LG Tablet for the past two monthsPlease be advised that Ms [redacted] agreed to the credits for her account, however has indicated that she was not able to find a tablet that she likedWe have offered to extend the one-time $discount on the purchase of a new tablet until March 12, 2018, which Ms [redacted] acceptedT-Mobile has applied a total of $in credits and the account balance has been updated to a credit balance of $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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

August 8, 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 July 24, 2017, regarding the above-referenced account T-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfactionPlease be advised that [redacted] and [redacted] are one and the same T-Mobile regrets any concerns Mr [redacted] has experienced regarding his efforts to complete an exchange for his T-Mobile handset Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care T-Mobile records confirm that Mr [redacted] is using an Apple iPhone SE handset on the mobile number ending in Additionally, records confirm that, Mr [redacted] is subscribed to the $monthly JUMP! feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balance Please be advised that in some situations T-Mobile customers are required to complete handset warranty exchanges for Apple iPhones through Apple directly Based on T-Mobile’s review, Mr [redacted] would be required to pursue a handset exchange through Apple However, in an effort to amicably resolve the matter and upon speaking to Mr [redacted] , on August 1, 2017, T-Mobile agreed to send Mr [redacted] an Apple iPhone SE handset at no cost in exchange for the return of his non-working Apple iPhone SE handset to my attention at the following address: T-Mobile USA, IncAttn: Brandon M [redacted] c/o Executive Response Menaul BlvdNE Albuquerque, NM 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 us We ask that Mr [redacted] please include the handset, charger, and his account information within the box to ensure that he is not charged for a non-return fee We 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 enabled Please 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 owed It 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 avoid being charged for the full retail price of the iPhone SE handset 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 Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Per the response from T-mobile, I have not responded to him (James H***), I have been calling him weekly And again today The information is incorrect I did not sign anything allowing T-mobile to do a credit inquiry or sign up for their services I did not get equipment from them? How could they activate lines without phones? Never received a bill until January and at that time it went to collections! This is fraud! Sincerely, [redacted]

May 31, 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 18, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] encountered regarding his accountT-Mobile would like to further assist in this matter; however the account has been sold to Midland Credit Management for the collection of the outstanding balanceAs T-Mobile no longer owns this account or the associated debt and any current collection activities is by and on behalf of Midland Credit Management, please contact Midland Credit Management directly at the following number: Midland Credit Management 1-800-825- If Mr [redacted] feels that there is an error with his credit report, we recommend that he dispute it directly with the credit bureausHere is the contact information for the three major credit bureaus: • TRW/Experian PO Box Allen, TX 75013- (888) 397-• Equifax PO Box Atlanta, GA (800) 525–• Transunion PO Box Fullerton, CA (800) 680- Fax (714) 447– Mr [redacted] may also initiate a dispute with each credit bureau at their respective websites: For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action For Experian: http://www.experian.com/disputes/main.html For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

June 5, 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 30, 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 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 Executive Response team T-Mobile regrets that Ms [redacted] is dissatisfied with our previous responseOur records confirm that Ms [redacted] activated her account on December 12, 2009, and as of January 16, 2017, had four active lines of serviceOn February 19, 2017, Ms [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $monthly for the first two lines of service, and $monthly for each of the two additional lines of serviceMs [redacted] ’s line of service ending in [redacted] was subscribed to Name ID at $monthly, JUMP! handset protection at $monthly, and our Stateside International Discounted Dialing at $monthlyThe line of service ending in [redacted] was subscribed to Name ID at $monthly as well as JUMP! handset protection at $monthlyMs [redacted] ’s line of service ending in [redacted] was subscribed to JUMP! handset protection at $monthly, as well as Stateside International Discounted Dialing at $monthlyFinally, the line of service ending in was subscribed to Stateside International Discounted Dialing at a promotional rate of $monthlyAs such, Ms [redacted] ’s monthly access charges were $ On October 27, 2016, Ms [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone Plus handsetMs [redacted] remitted a down payment in the amount of $149.99, and agreed to monthly installments in the amount of $for the remaining balanceMs [redacted] used our EIP program once again on January 16, 2017, to purchase a Samsung Galaxy ONhandsetMs [redacted] was not required to remit a down payment, and she agreed to monthly installments in the amount of $Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase Our records confirm that Ms [redacted] cancelled her account on April 9, 2017, when she ported all four of her numbers to another providerAt the time of cancellation, the account reflected a balance owed in the amount of $As Ms [redacted] had active EIPs at the time of cancellation, the remaining balances were assessed to the final billing statementMs [redacted] ’s final billing statement was dated April 19, 2017, and was in the amount of $983.53, for monthly access charges, and the remaining handset EIP balancesThis brought the balance owed on the account to $1,On May 16, 2017, T-Mobile issued credits to the account in the amount of $87.46, to prorate the monthly access chargesOn May 18, 2017, Ms [redacted] remitted a payment in the amount of $200.00, which reduced the balance owed to $Based on the above, it is T-Mobile’s position that the balance is valid and owed However, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile is offering to allow her to return the Apple iPhone Plus and Samsung Galaxy ONhandsets to our office in good working order, and upon receipt and inspection, T-Mobile will close the account with a zero balanceThe handsets can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: Chris P [redacted] c/o Executive Response P.OBox Albuquerque, NM T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetPlease 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 Ms [redacted] and the EIP balance will then be considered valid and owedT-Mobile requests that Ms [redacted] return the handsets to the address above no later than June 15, 2017, to accept his offer as resolution to her concernsT-Mobile regrets any inconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

March 31, 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 23, 2017, regarding the above-referenced account In Mr [redacted] ’s most recent letter to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability It is important to note that we have no record of Mr [redacted] contacting us with concerns regarding his coverage prior to the cancellation of his account on November 8, It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsAs service is never guaranteed, and T-Mobile was not notified by Mr [redacted] of any difficulties he experienced, and the service was successfully used, it is T-Mobile’s position that charges as valid and owed T-Mobile records confirm that on December 10, 2015, Mr [redacted] ’s account reflected a balance owed of $It is important to note that from December 10, through February 13, 2016, Mr [redacted] ’s account remained with T-Mobile and collection efforts were made by usAs collections efforts failed and a payment was not received, on February 14, 2016, Mr [redacted] ’s account was transferred to AmSher, a third-party collection agencyOn February 19, 2016, T-Mobile applied a credit of $to Mr [redacted] ’s account, reducing the balance owed to zeroIn addition, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account which will take up to days to be reflectedAs of the date of this letter, Mr [redacted] ’s account remains cancelled with a zero balance In an effort to amicably resolve the matter, on March 30, 2017, T-Mobile issued a refund of $in the form of a prepaid refund card, to the billing address on fileMr [redacted] may expect receipt of the card within ten business days from the date of processingShould Mr [redacted] wish to discuss this matter further he may contact me directly at the number listed below or by email at [redacted] @T-Mobile.com 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