T-Mobile USA

October 23, 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 16, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letterT-Mobile regrets any inconvenience that Ms [redacted] may have experienced regarding her billing and we appreciate the opportunity to provide the necessary detailsT-Mobile records confirm that Ms***’s last remitted payment was received on July 4, 2015, in the amount of $49.25, which satisfied the balance from statement dated July 13, 2015, which was due on August 6, Please be advised that Ms [redacted] has continued to receive monthly recurring costs for billing statements dated August 13, 2015, September 13, 2015, and from August 13, 2015; however, no payments have been made to T-MobilePursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers 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 slipPlease be advised that as payment was not received timely, on October 1, 2015, T-Mobile suspended the account’s ability to place outbound callsAs Ms [redacted] stopped being billed as a result of the suspension, she received a credit in the amount of $17.25, bringing the total balance owed to $T-Mobile respectfully declines Ms***’s request for additional adjustments as there was usage up until the date of suspension due to nonpaymentWe would hate to lose Ms [redacted] as a customer however, should she wish to cancel her service, she will need to either contact the Customer Care department by dialing from her handset or she may contact me at the number provided below to process her request and submit a payment for the balance on the accountBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

July 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] - [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 29, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , we have confirmed that [redacted] and [redacted] - [redacted] are the same personWe are pleased to report that we have resolved this matter to Ms [redacted] -***’s satisfaction T-Mobile regrets any inconvenience Ms [redacted] - [redacted] has experienced regarding the closure of her Apple iPhone device’s Equipment Installment Plan T-Mobile records confirm that Ms [redacted] - [redacted] has returned the Apple iPhone device to our office as previously requested On July 3, 2017, T-Mobile closed the EIP for the Apple iPhone device and adjusted the previously billed EIP charges for the equipment T-Mobile contacted Ms [redacted] - [redacted] in effort to amicably resolve this matter, and advised that the EIP has been closed and adjusted in full As an additional courtesy T-Mobile adjusted the current charges due in the amount of $218.01, following this adjustment the account currently reflects a zero dollar balance Pursuant to the subsequent phone conversation Ms [redacted] - [redacted] advised this matter is resolved T-Mobile regrets any inconvenience to Ms [redacted] -*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Jamen F [redacted] Executive Response

May 10, 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 27, 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 account T-Mobile regrets any concerns Mr [redacted] has experienced regarding his participation in a T-Mobile promotional offerPlease be advised that there are several eligibility requirements which must be met in order to qualify for a T-Mobile promotional offerOn December 24, 2016, Mr [redacted] activated the account at which time he purchased an iPhone Plus handset through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $19.99, to pay the taxes on the full retail price, and agreed to 24-monthly installments in the amount of $ Please note that T-Mobile’s Magenta Port In offer cannot be combined with the Carrier Freedom offer Based on T-Mobile’s review of Mr***’s account records we confirmed that the device tracredit in the amount of $which was provided to Mr [redacted] at the time of his above-referenced device purchase was a higher amount than the qualifying cancellation expenses reflected in his final billing statement from his previous service providerAs such, Mr [redacted] is ineligible to receive further compensation through the Carrier Freedom offer Nevertheless, in an effort to amicably resolve the matter T-Mobile has offered two options of which Mr [redacted] may choose oneFirst, T-Mobile has offered to apply a one-time credit in the amount of $toward the account which is equivalent to the value of the Magenta Port In offer As an alternative option, T-Mobile is offering a 30-day period in which Mr [redacted] may return his iPhone Plus to my attention at the following address: Attn: [redacted] Upon receipt of Mr***’s equipment, in an acceptable condition, T-Mobile agrees to close the remaining balance of the iPhone Plus handset and submit a prepaid debit card in the amount of $for the previously paid installmentsT-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr [redacted] please include the handset, charger, and his account information within the box to ensure that he receives the proper credit upon receipt of the handsetWe also ask that Mr [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the device will be returned to him if the application is enabledPlease be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr [redacted] and the balance will then be considered valid and owedIt is important to note, Mr [redacted] must have the equipment post marked for return no later than days from the date of this letterBoth offers will expire within 30-days from the date of this correspondenceT-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 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] - [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 a letter dated August 24, 2017, from Ms [redacted] 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 accountT-Mobile is pleased to note that we have resolved Ms [redacted] ’s concern to her satisfaction T-Mobile records indicate that on July 5, 2017, Ms [redacted] contacted T-Mobile Customer Care to set up a payment arrangement for the past due balance of $to be paid on July 19, The arrangement terms were agreed to and the arrangement was set to auto draft on her credit cardOn July 11, 2017, due to an inadvertent error, T-Mobile attempted to draft a payment for the full account balance of $from a checking account that had never been used on Mr [redacted] ’s account beforeOn July 15, and on July 18, 2017, our payment system again attempted to remit payment for the full balance due at that timePlease note than none of the three payment attempts were successful due to insufficient funds resulting in returned payment fees of $per attempt On July 20, Ms [redacted] contacted Customer Care to inquire as to why the payment did not process off of her credit card on her agreed upon arranged payment date of July 19, 2017, and to remit the payment of $manuallyPlease note, Ms [redacted] was advised to remove the checking account payment method from the T-Mobile account during this process, which she has stated she completedThe manual payment, however, incurred a $payment processing fee as it was not able to be done through our self-service option where there is no fee On August 1, 2017, Ms [redacted] contacted Customer Care to again set up a payment arrangement, this time in two parts of $due on August 10, 2017, and $due on August 19, Regrettably, on August 10, 2017, T-Mobile again attempted to process payments on the incorrect checking accountOur records indicate the removal of the payment method from Ms [redacted] ’s account on that day, and again she processed a manual paymentOn August 19, 2017, T-Mobile again attempted to process the payment on the incorrect checking account, and again it resulted in returned payment fees of $per attemptIn addition, due to the returned payments, Ms [redacted] was blocked from the ability to process future payment arrangements through our self-service options On August 24, 2017, Ms [redacted] completed the payment arrangement by processing a manual payment of $through Customer Care at which time she was charged another $payment processing feeT-Mobile regrets any inconvenience this matter may have caused Ms [redacted] In an effort to resolve Ms [redacted] ’s concern T-Mobile has taken the appropriate steps to ensure the removal of the incorrect checking account from Mr [redacted] ’s accountIn addition, we have remitted a request to have the self-service options returned to herWhile we are attempting to restore her permissions, T-Mobile has placed a suspension hold on Mr [redacted] ’s account for days to allow the ability to process payments as needed without incurring additional feesAdditionally, T-Mobile applied a credit to the account balance for the fees incurred due to this situation and for the inconvenience in the amount of $207.00, reducing the total balance to $721.44, of which $is considered past dueMs [redacted] accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 C [redacted] Executive Response

July 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that this matter may have caused Ms [redacted] and appreciates the opportunity to respond to her concernsJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costT-Mobile records indicate on October 17, 2016, Ms [redacted] purchased a Samsung Galaxy S32GB utilizing JODAdditionally, on April 16, 2017, Ms [redacted] tradher Samsung Galaxy SGB and “jumped” to a new Samsung Galaxy S T-Mobile records to not reflect receipt of the Samsung Galaxy S32GB to our warehouseHowever, in order to resolve this matter amicably on July 8, 2017, T-Mobile closed the JOD for the Samsung Galaxy S32GB and also applied a one-time credit of $which includes the two monthly payments remitted toward the closed JODMs [redacted] ’s account currently reflects a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

March 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 15, regarding the above-referenced account We regret any inconvenience to Ms [redacted] regarding her concerns with her account balances and we appreciate the opportunity to address those concernsT-Mobile records indicate Ms [redacted] currently has five active lines of service and is enrolled in our Simple Choice Family Match Unlimited Talk, Text and 6GB of Data rate plan at $per month for the first two lines and $per month for each additional line of service for a total of $plus applicable taxes and fees Ms [redacted] also has the optional Unlimited Data features priced at $per month each for the mobile numbers ending in ***, [redacted] and ***Additionally, the mobile numbers ending in [redacted] and [redacted] have the optional JUMP! features priced at $per month eachAlong with the rate plan and additional features, Ms [redacted] ’s monthly recurring charges are $plus applicable taxes and fees Furthermore, Ms [redacted] also took advantage of our Equipment Installment Plan (“EIP”) for several devices and accessories which are billed as follows: • LG Khandset: $per month • LG Leon handset: $per month • Apple iPhone Gold 16GB handset: $per month each • Samsung Galaxy S Edge Black handset: $per month • Samsung Galaxy S Edge Black handset: $per month • iPhone Plus Tech Impact Check Smoke case: $per month • iPhone TImpact Check Clear case: $per month each Along with Ms [redacted] ’s monthly recurring charges and he EIP charges, Ms [redacted] ’s approximate monthly charges come to $After further review, T-Mobile has determined that the reason Ms [redacted] balance have been higher than expected is due to service interruptions which lead to late fees as well as $reconnection fees per line More specifically, on January 17, Ms [redacted] ’s services were suspended for non-payment due to a returned payment of $that had originally posted on Ms [redacted] ’s account on December 29, The payment was returned to T-Mobile for insufficient funds which also generated a returned payment fee of $On January 18, T-Mobile restored Ms [redacted] ’s service after she agreed to a new payment arrangement to bring her account currentRegrettably, on January 24, Ms [redacted] ’s services were suspended again for non-payment the payment arrangement that previously restored her account was not completed as agreed We continued to work Ms [redacted] and on January 25, we restored her service upon agreeing to a new payment arrangement to pay $on February 8, and $on February 22, However, on January 26, T-Mobile received a complaint through your office with file number [redacted] regarding concerns with reconnection fees on her accountAs such, on January 30, 2017, T-Mobile applied credits totaling $to Ms [redacted] ’s account for the restore from suspension fees which were assessed to her January billing statementAs an additional courtesy, T-Mobile waived the pending restore from suspension fees which were to be assessed to Ms [redacted] ’s February billing statementThe above credit reduced Ms [redacted] ’s outstanding balance to $at the time Nonetheless, in an effort to resolve Ms [redacted] ’s concerns, on March 27, T-Mobile applied a courtesy credit of $to her account leaving a revised past due balance of $Our records confirm Ms [redacted] has an active payment arrangement to pay $on April 10, and $on April 21, and her account remains active 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 Sal O [redacted] Executive Response

November 10, 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 2, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding her recent handset purchaseOur records confirm that on October 1, 2016, Ms [redacted] processed an order for an Apple iPhone handset using our Equipment Installment Plan (“EIP”) program at a reduced promotional priceMs [redacted] was not required to remit a down payment, and she agreed to monthly installments in the amount of $Regrettably, due to inventory availability, the shipping date of the device was scheduled between December 3, 2016, and December 27, Our records confirm that Ms [redacted] attempted to place an order for a different device on November 1, 2016; however, the promotional pricing was no longer availableIn an effort to amicably resolve Ms [redacted] ’s concerns, on November 5, 2016, T-Mobile cancelled the order placed on October 1, T-Mobile placed an order for Ms [redacted] for an Apple iPhone 6S using our EIP programT-Mobile has applied a credit in the amount of $towards the cost of the device, and Ms [redacted] has agreed to monthly installments in the amount of $for the remaining balanceIn Ms [redacted] ’s correspondence, she indicated that she was billed for a CellSpot deviceOur records confirm that on December 9, 2014, Ms [redacted] contacted T-Mobile regarding coverage issuesIn an attempt to resolve Ms [redacted] ’s concerns T-Mobile issued a CellSpot Signal Booster to her, for use with the line of service ending in ***Please note that the Signal Boosters are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a non-return fee that is assessed to the accountOn September 27, 2016, Ms [redacted] cancelled her line of service ending in ***, and was required to return the T-Mobile CellSpot Signal Booster to T-Mobile within daysRegrettably, our records indicate that the device was not received within this timeframe, and on October 28, a non-return fee of $plus tax, totaling $105.93, was assessed to the accountHowever, on November 9, 2016, T-Mobile confirmed that the device was received by T-Mobile, and a credit in the amount of $was issued to the accountMs [redacted] ’s account remains active, with a balance of $Ms [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owedT-Mobile regrets any inconvenience Ms [redacted] may have experiencedPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

March 28, 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 March 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms [redacted] ***, and that she has designated Mr [redacted] as an authorized user of the account T-Mobile regrets any inconvenience that Mr [redacted] experienced in regards to his T-Mobile handset order and appreciates the opportunity to respond to his concernsT-Mobile records indicate that on March 19, 2017, Mr [redacted] qualified for and took advantage of our Jump On Demand (“JOD”) offering with the purchase of an LG VhandsetPlease be advised that customers are required to accept the payments via an electronic signature sent to their e-mail address JOD is a payment option that allows eligible customers to purchase handsets by making a capital cost reduction at the time of purchase and agreeing to pay the remaining balance in monthly payments and one final purchase option pricePlease note that customers enrolled in JOD are provided the ability to upgrade to a new device up to three times per month periodRegrettably, once an order is place the shipping method is unable to be modifiedPlease note that customers are not able to Jump! from a JOD lease option to an Equipment Installment Plan (“EIP”) loan option As Mr [redacted] indicated in his letter to your office on March 20, 2017, T-Mobile’s Executive Response team contacted Mr [redacted] via his mobile number and offered to overnight an LG Vto his address of recordUpon receipt Mr [redacted] would ship the initial LG Vback to our office via a trackable shipperAs the order was placed after 6:PM MST the order was processed the next business day and was received on March 22, In an effort to provide our customers with an exciting new handset at an amazing price, on March 21, 2017, all new and existing customers were able to purchase the LG Vhandset for only $during our Flash Sale! This incredible deal is still available; however, it is only available with our EIP and not under JODPlease note that EIP is a financing option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments On March 22, 2017, Mr [redacted] contacted our Executive Response Team and requested that he be given the sale price of the LG Vhandset under his existing JOD order rather than beginning a new order on EIPRegrettably, due to the financing terms being different on JOD than on EIP T-Mobile advised Mr [redacted] to return the initial order and the LG Vsent from our office and that we could order him a new LG Von EIP which he declined In an effort to resolve Mr***’s concerns on March 22, 2017, T-Mobile offered to allow him to purchase the LG Von EIP in a retail location and to send his original Samsung Galaxy Note that is financed under JOD to our office at the below address until April 28, Upon receiving the devices T-Mobile will credit the remaining amount owed on the JOD, in the amount of $ T-Mobile USA Inc Attn: Shannon R [redacted] Menaul Blvd NE Albuquerque NM We ask that Mr [redacted] please include the device, charger and his account information within the box to ensure that he receives the proper credit upon the return of the devicePlease be advised if the full kit is not returned such as the charger a $restocking fee will be deducted from the credit offered aboveAdditionally, if our final examination of the tablets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr [redacted] and the JOD balance will then be considered valid and owed 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***’s contact with our Customer Care and retail locationT-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 Shannon R [redacted] Executive Response

June 27, 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 19, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] s experienced regarding a non-return feeT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] was having issues with her serviceAs Ms [redacted] ’s can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day T-Mobile records confirm that Ms [redacted] was provided with a Signal Booster in an attempt to improve her coverage at homePlease note that the Signal Boosters are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account As Ms [redacted] mentioned in her letter to your office, the device was not returned to T-Mobile after the cancellation of the accountAccordingly, Ms [redacted] was assessed a non-return fee of $on her billing statement dated June 8, It is T-Mobile’s position that the fee is valid and owed In an effort to amicably resolve Ms [redacted] s concerns, on June 18, 2017, T-Mobile waived the above mentioned non-return feeAccordingly, Ms [redacted] ’s account reflects a zero dollar balance and the account remains cancelled Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [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. T-Mobile regrets Mr. [redacted] was not satisfied with our previous correspondence to your office. As outlined in our previous correspondence, on August 11, 2015, Mr. [redacted] leased two Apple iPhone 6 Plus devices. Mr. [redacted] sent the two Apple iPhone 6 Plus devices to Apple for repair and Apple indicated he must provide proof of purchase in order for the devices to be returned to him. Upon speaking with Mr. [redacted] April 25, 2017, he indicated he is in the process of unlocking the two Apple iPhone 6 Plus devices he sent for repair as a way to confirm with Apple proof of ownership. However, upon further speaking with Mr. [redacted] April 26, 2017, he indicated Apple cannot send the devices back as they would require proof of purchase documentation. T-Mobile advised Mr. [redacted] that we can assist with upgrading his phone lines, but we respectfully decline any discounts on new device purchases. T-Mobile extended our offer of two replacement Apple iPhone 6 Plus devices sent from our office which Mr. [redacted] accepted as resolution. T-Mobile will send the devices to Mr. [redacted] unlocked as he requested. 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. Jennifer G [redacted] Executive Response

December 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 9, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we have contacted Mr [redacted] and resolved the matter to his satisfactionT-Mobile records confirm that on August 15, 2015, Mr [redacted] entered into a JUMP! On Demand (“JOD") lease for a Samsung Galaxy Shandset wherein he agreed to make monthly lease payments in the amount of $plus taxAt the end of the 18-month leasing period Mr [redacted] was expected to either return the device, or to pay the purchase price option in order to fully own the deviceIt is important to note that JOD leases are not able to be transferred from one account to anotherThis is because unless the account holder exercises the purchase option; ultimate ownership interest in the equipment resides with T-Mobile, not with the account holderA 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 accountT-Mobile investigated this matter and found that the COR for Mr [redacted] ’s mobile number ending in [redacted] was processed on October 24, As of that date, Mr [redacted] was no longer financially responsible for any monthly recurring service charges associated with the mobile number ending in ***However, in keeping with the guidelines of the JOD lease program, monthly installments for the above-referenced JOD lease continued to appear on Mr [redacted] ’s monthly billing statementIt is T-Mobile’s position that Mr [redacted] ’s continuing financial responsibility for this lease was handled appropriatelyNevertheless, on December 13, 2016, in an effort to amicably resolve the matter and upon speaking to Mr [redacted] , T-Mobile agreed to close the remaining balance of Mr [redacted] ’s JOD lease and purchase price option for the mobile number ending in ***Additionally, at that time T-Mobile applied a credit in the amount of $toward Mr [redacted] ’s account for the JOD lease charges from the billing statements dated October 27, 2016, and November 27, This credit returns Mr [redacted] ’s account balance to $as valid and owedWith these actions, Mr [redacted] confirmed the matter is resolved to his satisfaction and that he has no further concernsWe regret 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrandon M [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 that is IF I did recieve the via email that T-Mobile claimed to submit to me I have not recieved any emails or statements from T-Mobiel And what there part of the email missing that I called NUMBEROUS times to get a statement from T-Mobile which I never got I am not trying to get OUT of paying a bill Thanks for the curtosey of crediting some of the Collection dues even when I should have not been turned over in the first place The total amount collection dues should have been removed., But if I have to pay a little more to get this resolved then I guess as a single parent of two will do that I will never use T-Mobile ever ever agian AND I will make sure that I will let people know T-Mobile is not where you want to do business with All I want is this to be resolved and T-Mobile out of my hair PLEASE TMobile send me that statment Sincerely, [redacted]

June 15, 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 June 3, 2017, regarding the above-referenced account. Please note that T-Mobile has attempted to reach Ms. [redacted] via the phone number she provided each day from June 6, 2017, through June 9, 2017, which has proven unsuccessful. In a further effort to reach Ms. [redacted] , on June 7, 2017, T-Mobile reached out to her via the e-mail address provided in her correspondence to your office, and as we have not received a response from any of our attempts, we will make every effort to address her concerns within this letter. T-Mobile appreciates being given the opportunity to review and address Ms. [redacted] ’ concerns. We have confirmed that the above referenced account was activated on April 9, 2016, when Ms. [redacted] converted her account from prepaid to postpaid. Ms. [redacted] is signed up on our Simple Choice North America Unlimited Talk Text and Data for $50.00 per month. T-Mobile records indicate that Ms. [redacted] previously had Lifeline service with T-Mobile in June 2014. At that time Ms. [redacted] performed a Lifeline benefits transfer and moved her Lifeline benefits away from T-Mobile to another Lifeline provider. Government regulations over Lifeline dictate that when a customer starts Lifeline with one company there is a period of time, called a port freeze, in which they are not allowed to transfer their Lifeline benefits to another provider. This information is determined by a check of the government run National Lifeline Accountability Database (“NLAD”). On October 13, 2016, Ms. [redacted] contacted T-Mobile inquiring about enrolling in Lifeline with T-Mobile. A check of NLAD found that she was in a port freeze period that would be in place until November 12, 2016. We contacted Ms. [redacted] advised of these findings and sent her the forms with which to move forward with getting Lifeline through T-Mobile after the port freeze period had been completed. Regrettably, we did not receive a response from Ms. [redacted] with the provided forms to perform the benefits transfer. On April 19, 2017,Ms. [redacted] inquired about her Lifeline options a second time and our review found that since our last contact the NLAD findings had changed and she was now under a new port freeze until December 3, 2017 as she had started service with a new provider in early December 2016. Until that date we are prevented from performing a benefits transfer that would allow her to enroll in Lifeline with T-Mobile. If Ms. [redacted] feels that this information is incorrect she will need to contact the Universal Service Administrative Company (USAC) at 888-641-8722, or she may reach them via e-mail at [email protected] to see if the NLAD information can be changed. 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. Felicia P [redacted] Executive Response

July 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 30, 2016, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile sincerely regrets any inconvenience Mr [redacted] has experiencedPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent call with Financial CareT-Mobile thanks Mr [redacted] for his feedback regarding his experienceT-Mobile regrets any inconvenience Mr [redacted] has experienced regarding T-Mobile’s Carrier Freedom ProgramUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)T-Mobile records confirm that Mr [redacted] activated a post-paid Simple Choice plan on May 3, 2016, at which time he traded in two devices and received a $tracredit per line of service which was applied to his accountPlease note that T-Mobile received Mr [redacted] ’s Carrier Freedom submission on June 10, 2016, and it was approved on June 27, Mr [redacted] was approved for $for the mobile number ending in and $for the mobile number ending in [redacted] regretfully, the mobile number ending in was declined for reimbursement as T-Mobile did not receive a trafor that line of service at that time of activationT-Mobile regrets any inconvenience this may have causedNevertheless, in an effort to amicably resolve this matter, on June 30, 2016, T-Mobile refunded Mr [redacted] $which represents the Carrier Freedom amount he was deniedMr [redacted] will receive the refund in the form of a prepaid debit card mailed to the billing address on fileUpon speaking with Mr [redacted] he accepted this as resolution to his concernsBased 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, INCZachary S [redacted] Executive Response

May 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 April 23, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Mr***’s satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr [redacted] activated his service on February 17, and attempted to take advantage of our Tax Time Switcher Offer promotionAs can be expected, there are several eligibility requirements for each of the above promotionRegretfully, T-Mobile records confirm that on March 23, 2017, Mr [redacted] was denied due to ineligible rate plan as No Credit Check accounts do not qualifyT-Mobile regrets any misunderstanding that may have occurred As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited Mr***’s account in the amount of $leaving his account with a credit balance of $Mr [redacted] has agreed to and accepted our offer 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

August 18, 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 August 17, regarding the above-referenced account Please be advised that [redacted] is an authorized user on [redacted] ’s account T-Mobile records indicate that on July 29, 2016, Mrs [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Jhandset and a Samsung Onhandset EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments Based on Mr [redacted] ’s personal credit history at the time of Mrs [redacted] ’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price Mrs [redacted] then agreed to a series of monthly installments in the amount of $ It is important to note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage Upon review of Mrs [redacted] ’s account, T-Mobile applied a credit to the in the amount of $on August 18, for the taxes paid for the Samsung Jhandset and a Samsung Onhandset on July 29, Additionally, T-Mobile applied a credit in the amount of $off one of Mrs [redacted] ’s iPhone 6S Plus 16GB handset EIP Furthermore, T-Mobile sent a replacement Apple iPhone 6S Plus 16GB handset to Mrs [redacted] Upon receipt of the handset, T-Mobile asks that she return her non-working handset directly to my attention within days of the date of this letter at: T-Mobile USA, Inc Attention: Christopher R [redacted] Menaul BlvdNE Albuquerque, NM Mrs [redacted] has accepted this as resolution to her concernsT-Mobile regrets any inconvenience to Mrs [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: As a loyal customer for over years now, the options that were presented to me are not sufficeMaggie with T-Mobile, offered a reconditioned Jor an SMy main concern is if I were to receive either reconditioned phone, there's a possibility of the phone malfunctioning and I would be back at square one once againThe Jis worth $brand new and I paid well over $when I purchased my Sand the Sis not even an option if I were to go into a T-Mobile location to purchase another deviceThe only other option was to buy another another phone with monthly payments, but what's the purpose of having insurance if I have to keep purchasing new devices when I start to run into issues with my deviceI feel I am settling and being taken advantage of and I don't see how this is fairThis issue is not resolved and by the looks of it I am being forced to find another carrier who will appreciate my business Sincerely, [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 Of course you cannot reach me, my tmobile phone ONLY RINGS WHEN I AM NEAR FREE WIFI! Sincerely, [redacted]

March 30, 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 22, 2017, regarding the above-referenced account T-Mobile regrets Ms***’s concerns regarding her equipment chargesAs indicated in our response to your office dated March 22, 2017, it is T-Mobile’s position Ms [redacted] does not qualify for the promotional offer for Equipment Installment Plan (EIP) bill credits and therefore her monthly EIP installments for the LG Kare being billed correctly Nevertheless, in an effort to amicably resolve Ms***’s concerns T-Mobile offers to allow Ms [redacted] to return her LG Khandset directly to my attention within days of the date of this letter at: Executive Response Attention: Kimo C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the handset, T-Mobile will waive the remaining EIP balance in fullT-Mobile recommends that Ms [redacted] return the handset via a traceable carrier and request a tracking number when shipping Furthermore, as Ms [redacted] has indicated she no longer wants to keep the above-referenced account active, on March 29, T-Mobile has cancelled the account and remaining active linesAs a gesture of goodwill, T-Mobile will waive and credit Ms***’s final account balance once her final bill is produced to be dated April 28, to return her account to a zero balanceT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Kimo C [redacted] Executive Response

September 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that on December 20, 2013, Mr [redacted] activated service with mobile number ending in Further records confirm that Mr [redacted] was subscribed to our now grandfathered Simple Choice plan for $for unlimited Talk, Text and Web before taxes and applicable feesPlease be advised that this account was a Special-Dealer account and received a 75% monthly discount T-Mobile records confirm that Mr [redacted] canceled his account on July 30, 2017, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 24th of one month to the 23rd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through August 23, Mr [redacted] ’s final billing statement was from July 24, 2017, through August 23, 2017, in the amount of $due September 16, Our records reflect that on September 14, 2017, Mr [redacted] remitted payment in the amount of $leaving the account with a zero balance To amicably resolve this matter, on September 19, 2017, T-Mobile agreed to refund Mr [redacted] $Please be advised that the account remains closed with a zero balanceMr [redacted] has accepted this offer and has been advised to allow up to three business days to be deposited back into his financial institute 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