T-Mobile USA

October 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 October 8, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced. T-Mobile records confirm that on July 17, 2015, Ms. [redacted] activated her T-Mobile account. At the time of submission, Ms. [redacted] did meet all of the requirements for a Carrier Freedom reimbursement. Our records indicate that T-Mobile sent Ms. [redacted] a prepaid card in the amount of $117.29 for her Carrier Freedom reimbursement. However, Ms. [redacted] stated that she did not receive her prepaid refund card that was mailed in 2015. T-Mobile records confirm that on September 28, 2017, Ms. [redacted] agreed to a payment arrangement to pay $391.78 on October 6, 2017. On October 6, 2017, the payment of $391.78 was processed. Please note once a payment arrangement is made; our T-Mobile customers are advised that it can no longer be removed or altered. Due to misinformation, Ms. [redacted] was provided with a refund back to her financial institution in the amount of $391.78 and we regret any inconvenience. As of October 16, 2017, Ms. [redacted] is subscribed to our grandfathered promotional Simple Choice North America Unlimited Talk, Text, and Data with 4G LTE speeds up to 10GB four lines for $120.00 per month. This rate plan provides savings for Ms. [redacted] with five mobile numbers at $140.00 per month. Please be advised that T-Mobile is now offering our T-Mobile ONE rate plan with unlimited 4G LTE speeds and taxes included to include five lines for $180.00 per month with Autopay. Ms. [redacted] declined to change her rate plan. In an effort to amicably resolve this matter, on October 10, 2017, T-Mobile sent Ms. [redacted] a prepaid card in the amount of $120.00 for her Carrier Freedom reimbursement. Ms. [redacted] should allow seven to ten business days to receive the prepaid card. Ms. [redacted] accepted this as a resolution. As of October 16, 2017, Ms. ***’s account balance is $757.69, which consists of her monthly access charges from August 19, 2017 through October 18, 2017, monthly EIPs, monthly lease charges, and applicable taxes. In addition, Ms. ***’s account is on a payment hold until October 16, 2017. Ms. [redacted] may contact our Financial Care department for payment or payment arrangement options, or she may create a payment arrangement on her MyT-Mobile.com application. T-Mobile regrets any inconvenience to Ms. [redacted] regarding 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. Ligia M [redacted] Executive Response

Tell us why here June 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 May 30, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] - [redacted] encountered regarding her account T-Mobile records reflect that Ms [redacted] - [redacted] purchased an iPhone Plus 32GB on April 18, By purchasing T-Mobile equipment, Ms [redacted] - [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] - [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee of $5.00, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage T-Mobile records indicate that prior to Ms [redacted] - [redacted] ’s contact with T-Mobile executive office, she was provided with a handset exchange at no cost for mobile number ending in T-Mobile records further indicate that per tracking number [redacted] the order was returned to the sender since it required a signatureAdditionally, T-Mobile records indicate that Ms [redacted] - [redacted] was also provided with a $credit towards the account on May 2, 2017, to cover the cost of the warranty processing fees she incurred However, upon speaking with Ms [redacted] - [redacted] on June 8, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the remaining balance of the iPhone PlusThe credit that was applied towards the handset reduced the balance to a zero balanceT-Mobile is delighted to confirm Ms [redacted] - [redacted] accepted the credit as a resolution and we regrets any inconvenience to her 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 P [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 meSincerely, [redacted] ***

January 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 11, 2018, regarding the above-referenced file number T-Mobile regrets any equipment and service concerns Mr [redacted] has experiencedPlease note that Mobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on December 26, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy SPlus device used on mobile number ending in However, at that time, the device was not eligible for a Mobile Device Unlock as there was a balance owed on the Equipment Installment Plan associated with the device 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] recent contact with our retail location and Customer Care 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, INC Ruby Q [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 satisfactoryI wish to disagree with the details listed by T-Mobile, and amend.The November bill stated was not received by my, nor accessible online or by calling customer serviceI did pay $for cell service in November, and was told by the representative that was the entire around due on my accountI made multiple attempts in October, November, and December to pay for the device, and was told there was no additional amounts due on the accountIt was sent to collections before I ever received a billI have spent much time and money on mailing certified correspondence to finally resolve this matter almost two years later.These details are important, as they highlight issues that should be addressed if T-Mobile wishes to be considered a "better business" in the future.I sincerely hope T-Mobile has not written this incident off, and will investigate these issues for present and future customer's safety Sincerely, [redacted]

From: [redacted] Sent: Saturday, December 12, 6:AMTo: complaints Subject: Re: You have a New Message from Revdex.com Serving Alaska, Oregon & Western Washington Complaint # [redacted] Sorry I did not reply in time, I am satisfied with the response from the company Thanks ***

I will reject response because Tmobile do not have information correctMy wife have retain legal adviceThe account I do not have right too is my daughterBut the old Tmobile was my wife before she file a chapterbankruptcy.thank once againI will seek legal advice also Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

August 23, FILED ELECTRONICALLY Bureau 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 August 12, 2017, regarding the above-referenced account We have made attempts to contact Mr [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to the billing for his accountT-Mobile records indicate Mr [redacted] ’s account included two voice lines of service and one mobile broadband line of service The account was also enrolled in several equipment installments On September 13, Mr [redacted] initiated T-Mobile’s Equipment Installment Plan (“EIP”) for LG Gaccessories and an LG speaker with monthly payments of $On May 15, 2015, Mr [redacted] took part in T-Mobile’s EIP offering for an Apple iPad Air tablet with monthly payments of $ Also, as of August 3, 2015, Mr [redacted] ’s account processed an EIP purchase for an LG Ghandset with monthly payments of $ Additionally, on September 26, 2015, Mr [redacted] took part in T-Mobile’s JUMP! On Demand lease option for an Apple iPhone 6S 16GB handset with monthly payments of $and a purchase option price of $at the end of months After review of the account, records indicate that on March 19, 2016, Mr [redacted] contact T-Mobile advised that another party would be resuming responsibility for the services and devices on the account via a Change of Responsibility (“COR”) Regretfully, the COR was never processed and the account remained active in Mr [redacted] ’s name As no payments were made to the account, the account was cancelled on June 17, for non-payment At the time of cancellation, the account carried a rolling past due balance of $ The final billing statement dated July 10, 2016, included the past due balance, as well as the final EIP balances for the above listed devices and accessories The final balance due for the account on August 3, 2016, was in the amount of $1, Due to continued non-payment, on August 8, 2016, the account was referred to a third party collection agency, Diversified Consultants IncIn an effort to amicably resolve this is matter, on August 22, 2017, T-Mobile adjusted the full balance on Mr [redacted] ’s accountMr [redacted] ’s account remains closed with a zero balance In addition, T-Mobile has 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 Please note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJessica G***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, however with a note of the following:I received the phone call from TMobile representative MrCarlos T [redacted] regarding my complaint, he listened to my explanation and apologize for the inconveniences caused I explained that my son [redacted] ***, who listed as an authorized user on my plan, was offered the upgrade promotion at the TMobile store in Crystal City, VA If our rate plan is not applicable, the representative should know better than to offer it to form such misrepresentation and havoc There was also a contract in our history on line, with my digital signature on it agreeing to the financing of the phone and the headset: I want to clarify that I did not and would not have signed for the financing of $worth of equipment to include the iPhone and the wireless headset Nevertheless, MrCarlos T [redacted] did right by us removing the remaining balance of the equipment owned TMobile had credited a $in November which makes up for the automatic deductions of the monthly financing of the iPhone and the headset I am satisfied with resolution and will remain a TMobile customer.Thank you very much for all the assistance to resolve this issue Sincerely, [redacted] ***

December 1, 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 November 20, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience Ms [redacted] may have encountered regarding an insurance claimT-Mobile records confirm that as of August 27, 2015, the mobile number ending in *** is subscribed to the optional Premium Handset Protection (PHP)Furthermore, T-Mobile records confirm that on August 2, 2017, a claim for the handset under mobile number ending in [redacted] was filed and approved by [redacted] Solutions, Inc(“ [redacted] ”)Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time a claim is processedOur records do not indicate that the non-working handset was received, as such; on October 27, 2017, the account was charged $for the non-return fee and applicable taxesPlease note the original serial number or International Mobile Equipment Identifier (“IMEI”) continues to be used on the account with the mobile number ending in *** T-Mobile records further confirm that Ms [redacted] contacted customer care on September 1, 2017, to dispute the insurance claim; however, the claim had already been approved and is T-Mobile’s position that the claim was not fraudulently filed Nevertheless, in an effort to amicably resolve this matter on November 27, 2017, T-Mobile credited the non-return fee in full in the amount of $Please note the account balance has returned to $333.43, equivalent to Ms***’ recurring service charges, equipment installments, and applicable taxes and feesT-Mobile is glad to confirm Ms [redacted] accepted the credit as a resolution to her concerns and regrets any inconvenience to her 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

August 5, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: ***... [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the balance on the account and the payment arrangement that was set up with her account. Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. Additionally, if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third party collection agency. T-Mobile records confirm that Ms. [redacted] ’s billing cycle ran from the 3rd of the month to the 2nd of the following month, with payment due on the 23rd. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. A review of the account confirms that Ms. [redacted] ’s payment that was due on June 23, 2017 was not received on time. T-Mobile provided Ms. [redacted] with text and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] made a payment arrangement on July 1, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records indicate that on July 1, 2017, a payment arrangement was made with Ms. [redacted] with regard to her outstanding balance of $307.44. Please note that our records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $62.00 on July 8, 2017, and $245.44 on July 22, 2017. Ms. [redacted] ’s billing statement dated July 3, 2017, reflected a total balance owed in the amount of $549.96. This balance consisted of a past due balance of $307.44, current charges for services from July 3, 2017 through August 2, 2017, and a $20.00 plus tax restore from suspension fee per line. Please be advised that our records confirm that on July 8, 2017, Ms. [redacted] remitted a payment in the amount of $62.00 reducing the balance owed down to $487.96. On July 19, 2017, Ms. [redacted] contacted T-Mobile to dispute agreed upon payment arrangement and to inform that she was unable to make the agreed upon payment. As such, T-Mobile canceled the future dated payment that was agreed upon by Ms. [redacted] . It is important to note that once the customer agrees to a payment arrangement, the payment arrangement cannot be changed. As no payment was received the agreed upon date, on July 24, 2017, T-Mobile suspended the account’s ability to place outbound calls. When Ms. [redacted] made a payment in the amount of $169.00 on July 25, 2017, the balance was reduced to $318.96 and the account was then reactivated. The account was assessed a $20.00 restore from suspension fee per line of service. It is important to note that as Ms. [redacted] has already been billed for her current billing cycle, restore fees were scheduled to appear on Ms. [redacted] ’s next billing statement due on August 23, 2017. Please be advised that customers are eligible to have one set of restore fees waived for the lifetime of the account. T-Mobile records reflect that Ms. [redacted] has had restore fees waived on January 9, 2017, as such it is T-Mobile’s position that Ms. [redacted] has been billed accordingly. T-Mobile records indicate that on July 27, 2017, Ms. [redacted] made a payment arrangement via the T-Mobile website with regard to her outstanding balance of $318.96. T-Mobile records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $100.00 on July 28, 2017, and $218.96 on August 11, 2017. Please note that our records confirm that Ms. [redacted] remitted a payment in the amount of $100.00 on July 29, 2017, reducing the account balance down to $218.96. Upon speaking with Ms. [redacted] on July 30, 2017, in an effort to amicably resolve Ms. [redacted] ’s concerns, T-Mobile offered to apply a $100.00 credit to her account to reduce her current balance down to $118.96. Additionally, T-Mobile has offered to waive the restore fees that are scheduled to appear on Ms. [redacted] ’s next billing statement. Please be advised that Ms. [redacted] has accepter our offer. 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Juan B [redacted] Executive Response

May 9, 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 4, 2016, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has resolved all of Mr***’s concerns to his satisfactionT-Mobile records indicates on November 21, 2014, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an Apple iPhone Plus Space Gray 64GB device and agreed to pay installments of $for months on the line of service ending in ***Also, Mr [redacted] purchased an Apple iPad Mini 16GB Space Gray on EIP and agreed to pay monthly installments of $for months on the line of service ending in ***Sadly, on January 28, 2015, Mr [redacted] cancelled services on the number ending in [redacted] by porting his number out to a different provider; however the line of service ending in [redacted] remained active and continued to accrue monthly chargesOur records indicate the Apple iPhone Plus Space Gray 64GB device with International Mobile Equipment Identifier (“IMEI”) [redacted] was last used on February 25, Further review shows Mr [redacted] was charged monthly installments of $for a total of $after the device was returned to T-MobileT-Mobile regrets any inconvenience to Mr [redacted] regarding this matterTo resolve this matter amicably, on May 5, 2016, T-Mobile applied a credit of $to Mr***’s accountAs Mr [redacted] had an open balance of $on his account, we agreed to provide a refund for the difference of $in the form of prepaid cardHowever, Mr [redacted] also requested to cancel the line of service ending in [redacted] as he does not use it and we complied with his requestMr [redacted] requested to use the offered credit to cover the remaining $EIP balance on the Apple iPad Mini 16GB Space Gray bringing his refund down to $totalWe also closed the EIP plans on all devices and will do an additional follow up on May 26, 2016, to ensure no additional charges are billed to Mr***Mr [redacted] accepted the refund as resolution to his concerns and his account remains cancelled with a revised balance of zeroBased 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, INCSal O [redacted] Executive Response

November 17, 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 November 8, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her billing concernsWe appreciate the opportunity to respond to this matterT-Mobile records indicate that on August 5, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Shandset for use on mobile number ending ***EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsPlease note that our records do not indicate that Ms [redacted] was required to remit a down payment, however she agreed to a series of monthly installments in the amount of $add to her monthly billing statementIt is important to note that should service be cancelled on an account prior to the terms of the EIP being satisfied, any remaining EIP balance will accelerate and become due in full on the final billing statementA Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountUpon requesting a COR, Ms [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedT-Mobile investigated this matter and found that the COR for Ms***’s mobile number ending in [redacted] was processed on September 15, As of that date, Ms [redacted] was no longer financially responsible for the mobile number ending in ***Our records do not indicate that the new customer accepted the transfer of the associated EIP for mobile number ending ***It is important to note that customers may request that an EIP be transferred between accounts after a COR is completed, so long as the new customers’ account is in good standing and so long as the new account holder is qualified for such financing, however the new account holder must accept the transfer of the EIPT-Mobile records confirm that Ms***’s above-referenced account was assessed $in accelerated EIP charges on a billing statement dated October 16, As the EIP was not transferred to the new account holder, it is T-Mobile’s position that the charges are valid and owedHowever, in the Un-carrier spirit, on November 11, 2016, T-Mobile elected to absolve Ms [redacted] of the remaining EIP charges and issued a one-time credit to her account in the amount of $As such, Ms***’s account balance was updated to reflect a zero balancePlease note that Ms***’s account remains closed with a zero balancePlease 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***’s 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, INCJason A [redacted] Executive Response

August 25, 2015 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 19, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Mr. [redacted] may have experienced with monthly billing, including the assessment of an out of warranty fee. We value Mr. [redacted] longstanding tenure with T-Mobile, and we have taken action to amicably resolve this matter. On receipt of his complaint, T-Mobile reviewed Mr. [redacted] account. Our research found Mr. [redacted] is subscribed to our Simple Choice Talk and Text rate plan which carries a monthly charge of $100.00 for his first two lines of service. Among other features; this rate plan includes unlimited data with up to 7 GB of hotspot data. Mr. [redacted] has two additional lines of service at a monthly rate of $40.00 which includes the same unlimited data with up to 7 GB of hotspot data. Mr. [redacted] also subscribes to T-Mobile’s JUMP! feature on his lines of service ending in [redacted] and ***. Mr. [redacted] may expect his monthly recurring charges to total $200.00 per month plus applicable taxes. Please be advised that Mr. [redacted] Samsung Galaxy S Light device was purchased on November 19, 2014. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. As a convenience to our customers, T-Mobile provides for a Handset Exchange Program, for which T-Mobile will provide a replacement device of the same or equivalent model with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. In the alternative, our customers may contact the device manufacturer directly to discuss repair or replacement of their equipment. T-Mobile records indicate that we performed troubleshooting and processed an exchange at Mr. [redacted] request on June 19, 2015. Upon receipt of the non-working device associated with this exchange, we examined it and it was found to have sustained physical damage to the charging port, which is not covered under the Limited Warranty. Accordingly, Mr. [redacted] account was assessed an out of warranty fee of $108.60 Though we consider this fee to be valid, on August 22, 2015, T-Mobile issued a credit of $108.60 to Mr. [redacted] account for this fee. As a further courtesy, T-Mobile issued an additional credit of $36.96 thereby clearing the remaining past due balance on Mr. [redacted] account. As of the date of this letter, Mr. [redacted] account holds a balance of $301.36 which as previously set forth on the August 18, 2015 billing statement. This balance remains due on September 11, 2015. T-Mobile accepts a number of payment methods. Payments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statement. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. James G [redacted] Executive Response

January 26, 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 15, 2017, regarding the above-referenced accountWe regret any concerns Mr [redacted] has regarding his T-Mobile billingOn November 23, 2016, Mr [redacted] activated T-Mobile service for five lines and elected to subscribe to the T-Mobile ONE $monthly rate planIn addition, mobile number ending in ***, ***, and [redacted] subscribed to T-Mobile ONE $add-a-line feature for a total monthly recurring charge of $plus taxes and feesPlease note that we have no record that Mr [redacted] had also activated an account online prior to visiting the retail locationPlease note that Mr [redacted] ’s account was enrolled in AutoPay on November 23, 2016, which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayIt should be noted that the amount reflected above is inclusive of the $per line discount for enrolling in AutoPayT-Mobile records confirm on November 24, 2016, a billing statement was sent with the amount due of $which consisted of monthly recurring charges taxes and fees for services rendered November 24, 2016, to December 23, Our records confirm payment was not remitted resulting in the balance carrying forwardOn December 24, 2016, a T-Mobile billing statement was sent with the amount due of $468.32, which consisted of the past due balance of $and monthly recurring charges of $245.41due to AutoPay being canceled and losing the $per line discountThereafter, our records reflect that on January 14, 2017, Mr [redacted] contacted our Loyalty department regarding his T-Mobile account and stated he did not want to keep the account activatedIn addition, Mr [redacted] requested the account be canceled effective immediately, which was completedIn order to amicably resolve Mr [redacted] ’s concerns T-Mobile has agreed to apply a one-time credit in the amount of $bringing Mr [redacted] ’s account to a zero balanceBased 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, INCChristopher P [redacted] Executive Response

April 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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile... USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile has been in contact with Mr. [redacted] via email. T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his SIM replacement. Please note that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handset. If the customer is unable to receive a one-time pin, customers must visit a T-Mobile retail location with their government issued identification to reset the account password. Please be advised that this policy includes sim card activations as well. Please be advised that as Mr. [redacted] is currently unable to verify his account with a one-time pin on his handset or by visiting a local retail location, on April 24, 2017, T-Mobile sent Mr. [redacted] his one-time pin via mail. Mr. [redacted] is welcome to contact me at the number below and or email me at [redacted] if he does not receive his one-time pin. 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris L [redacted] Executive Response

[redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

April 21, 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 April 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that they have designated [redacted] as an authorized user of the accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his T-Mobile accountAccording to our records, on August 9, 2016, Mr [redacted] activated his T-Mobile account and, on August 16, 2016, he returned his equipment within the return periodHowever at that time, due to an administrative error, the account remained activeThe account was cancelled, on December 2, Upon review of the account and Mr***’s correspondence, T-Mobile has waived the outstanding balance to zeroIn addition, T-Mobile has 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 accountPlease note that it may take up to days for the credit report to be updatedPursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concernsThe account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

September 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 12, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr [redacted] ’s concerns have been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced during the warranty processT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Note on November 6, 2015, on mobile number ending in By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Mr [redacted] ’s account, this warranty has been extended as he subscribes to the optional JUMP! featureDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage On September 15, 2017, T-Mobile spoke with Mr [redacted] , and confirmed that he was no longer interested in using the Samsung Galaxy Note In an effort to amicably resolve Mr [redacted] ’s concern, a new Samsung Galaxy S Edge Plus was sent to him at no cost, without the requirement of returning the Samsung Galaxy Note Mr [redacted] was satisfied with this resolution 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 Mathew G [redacted] Executive Response

May 8, 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 April 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] *, and [redacted] is an authorized user of the account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his serviceIn Mr***’ letter to your office, he indicated that he was 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 T-Mobile records confirm that Mr [redacted] activated service on January 19, 2017, with mobile numbers ending in ***, [redacted] and ***T-Mobile records indicate that on January 26, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung On5’sPlease be advised that T-Mobile provides a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase 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 show that on March 22, 2017, Mr [redacted] ported mobile number ending in [redacted] to another service providerOn April 6, 2017, Mr [redacted] ported his mobile number ending in ***Lastly, on April 11, 2017, Mr [redacted] cancelled his mobile number ending in ***Please be advised that as of March 26, 2013, T-Mobile no longer offers contractual agreementsTherefore, Mr [redacted] was not under contractual obligation T-Mobile records confirm that on April 11, 2017, Mr [redacted] contacted T-Mobile requesting to cancel his mobile number ending in [redacted] and was advised of the final billing statementAccording to documents, Mr [redacted] understood that he would be receiving a final billing statementPlease be advised that T-Mobile was unable to locate the above-mentioned Samsung devices As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile offered to refund Mr [redacted] for the payments made for the EIP’s provided that he sends these devices to our Executive OfficeMr [redacted] has agreed to and accepted to keep in contact with me during this process 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 L [redacted] Executive Response