T-Mobile USA

March 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: Nicholas [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 February 23, 2017, regarding the above-referenced account T-Mobile regrets any promotional concerns Mr [redacted] may haveT-Mobile records indicate Mr [redacted] was enrolled in our Simple Choice Family Match with 6GB of LTE per line rate plan for $for two lines, and $per additional line of serviceAdditionally, T-Mobile records indicate Mr [redacted] activated an additional line of service for mobile number ending [redacted] on November 22, 2016, for $per monthAdditionally, Mr [redacted] activated a Mobile Internet line of service for number ending in [redacted] on with our Simple Choice Mobile Internet 6GB plan for $per monthPlease note that Mr [redacted] was eligible for a $per month credit towards the new Mobile Internet line of service with an active voice line of service on the same account From November 18, through February 22, 2016, T-Mobile was running our Friends & Family promotion where customers that activated up to two new lines of service, for a total of at least four lines, would receive two of the lines at no cost after monthly promotional creditsAs Mr [redacted] ’s new lines of service were activated within the promotional time frame and was enrolled to a qualifying rate plan, his account was eligible for the offerDue to an inadvertent error, Mr [redacted] ’s account was not enrolled in the promotional offer After review of Mr [redacted] ’s account on March 1, 2017, his account was enrolled in the promotional offer, and is scheduled to receive the promotional credits moving forwardAdditionally, Mr [redacted] will be issued an adjustment retroactively for the billed charges for the additional voice line of service, as well as the Mobile Internet line of service from the date of activationT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

August 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 26, 2016, regarding the above-referenced accountT-Mobile records confirm that Mr [redacted] has designated Mr [redacted] as an authorized user of his accountT-Mobile is delighted to have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile regrets any concerns that Mr [redacted] has experienced regarding his recent equipment returnOur records confirm that on July 23, 2016, Mr [redacted] visited a T-Mobile retail location and purchased an LG G Pad X tablet on an Equipment Installment Plan (“EIP”)As of the time of Mr [redacted] ’s purchase of new equipment, T-Mobile provided 14- days return period which allowed [redacted] to use the service and equipment to see if it meets 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 purchasePlease note that a restocking fee may be assessed to any returned equipment, due to the fact that T-Mobile is unable to resell previously owned equipment as a “new.” We regret if Mr [redacted] was not properly advised of the policy surrounding restocking feesAs a courtesy to Mr [redacted] , T-Mobile issued a credit in the amount of $to Mr [redacted] ’s account, bringing the account to a revised balance of $Mr [redacted] accepted this offer as full 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, INCKayla J [redacted] Executive Response

September 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] *** Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms*** via email and on her T-Mobile mobile number, which have proven unsuccessful As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any multiple concerns Ms*** is experiencing while she is a T-Mobile customer Please be assured that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms*** may have encountered with her recent contact with our Customer Care T-Mobile appreciates the feedback Ms*** provided as it allows us to take the necessary steps to improve future customer experiences In regards to Ms***’s coverage, our goal is to provide our customers with the best experience possible Unfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors that may interfere with actual service, quality, and availability Our records indicate that T-Mobile has attempted to troubleshoot with Ms [redacted] several times when she has contacted us with concerns regarding her coverage, however; Ms [redacted] has declined to perform any troubleshooting with our Customer Care team It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments In attempting to resolve Ms***’s concerns, we began by verifying her address as compared to our coverage map We were able to confirm that her Jacksonville, FL address is in 4G LTE coverage area Most recently on August 10, 2017, we found that T-Mobile filed a Trouble Ticket number [redacted] in Ms***’s area for connectivity issues and our T-Mobile Engineering team found issues with the hardware Our Engineering team worked diligently on this issue and it was resolved on August 18, 2017, where we confirmed connectivity was re-established In addition, our records indicate that T-Mobile has scheduled modernization for several tower site locations for our L1900, which is our 4G LTE service Unfortunately this may result in continued coverage issues until the modernization efforts are completed Customers may view tower inquiry information and request status updates on our ever expanding network coverage on www.t-mobile.com/coverage While we do regret any issues, we have carefully reviewed Ms***’s account and we found that her mobile number ending in [redacted] is subscribed to our unlimited 4G LTE data included in her T-Mobile ONE rate plan for $per month and receives an Autopay discount of $ Also, Ms [redacted] is subscribed to our T-Mobile ONE Plus feature at no additional charge providing her with gigabytes (GB) of 4G LTE Smartphone Mobile Hotspot As of September 5, 2017, Ms*** has used a total of GB of data and GB of Smartphone Mobile Hotspot data Ms***’s mobile internet mobile number ending in is subscribed to our T-Mobile ONE Tablet rate plan for $per month and receives an Autopay discount of $along with a discount of $for having an active voice line on the accountThis rate plan provides Ms [redacted] with unlimited 4G LTE device data and unlimited 3G Smartphone Mobile Hotspot Ms*** is also subscribed to our One Plus Promo feature at no additional charge, which provides her with 10GB of 4G LTE Smartphone Mobile Hotspot As of September 5, 2017, Ms [redacted] mobile internet mobile number ending in has used GB of her unlimited 4G LTE data Ms [redacted] also has used GB of 4G LTE Smartphone Mobile Hotspot It is important to note that once the GB threshold is reached on her 10GB of 4G LTE Smartphone Mobile Hotspot threshold, services continue at a reduced rate until the start of the next billing cycleMs***’s speeds for her Smartphone Mobile Hotspot have been reduced As of May 15, 2015, Ms [redacted] has been enrolled into Autopay, where she pays her T-Mobile account automatically every month from her selected financial institution It is important to note that Ms***’s Autopay will automatically deduct the payment approximately two days before the bill due date and applies them to the account as a payment Our records confirm that Ms***’s billing cycle runs from the 3rd to the 2nd of every month with her billing due date on the 23rd On July 24, 2017, Ms*** requested a bill cycle change and it was changed to close on the 7th of every month and the new billing cycle will run from the 8th to the 7th with her bill due date on 28th, which means the payment would be deducted by 26th It is T-Mobile’s understanding that Ms [redacted] would like to change her cycle to pay on the 2nd of every month and she would need her due date to be on the 4th of every month Our records further indicate that on August 23, a payment in the amount of $was paid to Ms***’s account for her monthly services On August 26, 2017, a payment in the amount of $was paid to Ms***’s account for her monthly services As mentioned above, Ms*** requested a billing cycle change The change in bill cycle resulted in a pro-rated bill for the portion of the old cycle and then almost immediately, a new bill for the next full month of service on the new billing cycle We do regret any misunderstanding about the billing cycles and charges for each Lastly, our T-Mobile Executive office was able to log into Ms***’s MyT-Mobile.com We would like the opportunity to help Ms*** with her online service by troubleshooting or she may contact our Technical care by dialing from her handset Ms [redacted] may also contact me or our Customer Care team in regards to the changing of her bill cycle In regards to Ms***’s calls to Customer Care, all calls are routed to the nearest representative Ms*** may also visit her nearest T-Mobile store In an effort to amicably resolve this matter, on August 9, 2017, T-Mobile applied a courtesy credit of $to her account On August 9, 2017, T-Mobile offered Ms [redacted] the new T-Mobile ONE Plus rate plan which is for our senior citizens to help her save money and she declined Ms [redacted] may contact me at the number provided below to further troubleshoot if she is still having coverage concerns or any technical issues T-Mobile will need at least three examples of dropped calls or examples of not being able to make calls so that we can provide this information to our Engineering team for review In addition, Ms [redacted] may provide me with a copy of her financial institution statement for any disputed late fees and or check return fees due to AutoPay with T-Mobile to my attention at [redacted] @T-Mobile.com by September 25, for further review As of September 5, 2017, Ms***’s account remains active with a zero balance 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-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

Subject: Re: Revdex.com COMPLAINT # [redacted] Good evening and thank you My complaint is hat Tmobile is trying to charge me months of service after I canceled my service and paid my final billI should not have an balance at all with Tmobile They have never reached out to me making me aware of any balanceI feel they are being fraudulent with fake chargesNot to mention had I had a true balance with them I would not have been able to get service with Verizon which I have been with now for two yearsI was a great customer to Tmobile and I feel they are being dishonest and unethicalThe next step after filing through you all, and if they do not remove this balance from my credit report I will contacting my family lawyer and taking this to social mediaMy frustration is not with you all of course but TmobileWhen I contacted Tmobile about my balanceThey said they had no info on me at all to contact the collection agency which I did and hat was supposed to call me (per them) yesterday 2/1/with their response in which again did not happenThank youIf anyone needs to contact me directly by phone my number is [redacted] Thank you Sent from my iPhone

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, as a matter of record for this compliant and education for Tmobile and other consumers I note the following I agree with Tmobile that a balance was owed, however as explained to Tmobile when a customer depends on the information provided by their i.e Tmobile customer service reps and that information is incorrect, there is an issueNot only with the information being inaccurate but also the customer service reps being difficult and unwilling to work with a customer who in good faith acknowledged that there was an issue with the balance and to come to a responsible solution With all this said, the customer service rep who reached out to me to resolve the balance was professional and went above and beyond to resolve the issue at hand In the end this issue has been resolved and Tmobile stepped up and handled it Sincerely, [redacted] ***

October 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 25, regarding the above-referenced account T-Mobile regrets that Mr [redacted] has concerns about his recent handset order T-Mobile records reflect that on September 30, Mr [redacted] ordered two iPhone Plus handsets in silver As you can imagine, due to high demand, many of the new iPhone handsets are backordered We estimate that Mr***’s devices will be available for shipment between November 1, and November 30, based on anticipated inventory to be received from Apple Regretfully, until inventory becomes available, we are unable to ship Mr***’s handsets However, as a gesture of goodwill, on October 31, T-Mobile issued a credit to Mr***’s account for $to reimburse him for the shipping costs associated with his handset order The account currently has a balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr***’s contacts with us regarding the anticipated delivery date of his handset order Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

June 17, 2015FILED 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 correspondencedated June 10, 2015, regarding the above-referenced account In hercorrespondence with your office Ms [redacted] states she has not received arefund T-Mobile records indicate on May27, a refund check was approved in the amount of $ Ms [redacted] was advised the refund wouldarrive within seven to ten daysPlease be advised T-Mobile refundsare typically sent in the form of a prepaid Citibank card As Ms [redacted] requested a paper check theprocess for sending the refund unfortunately took longer than usual T-Mobile has confirmed the refund check inthe amount of $was approved and mailed on June 15, T-Mobile contacted Ms [redacted] on June 15,and advised the refund should arrive within seven to ten days T-Mobile regrets any inconvenience this mayhave caused Ms [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] ***Executive Response

Complaint: [redacted] Hello, I have yet to receive a credit on my account for complaint # [redacted] Should I file another complaint? Thank you [redacted]

September 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 September 14, 2017, regarding the above-referenced account T-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Ms [redacted] ’s account and based on the coverage map, confirms that her account address is in moderate coverage area with no known issues It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsIt is important to note that we have no record of Ms [redacted] contacting us with concerns regarding her coverage prior to July 14, 2017, which was the date that she was offered a coverage solution for her home and educated about the moderate coverage in the area As of July 22, 2017, Ms [redacted] ported her mobile numbers ending in and from T-Mobile to another service providerHowever, the mobile number ending in remained active with T-MobileAs of August 10, 2017, the mobile number ending in was cancelledT-Mobile records show that Ms [redacted] was informed she would be responsible for the remaining $to pay off her device; however as a courtesy we would apply an adjustment for the final billing statementMs [redacted] remitted payment totaling $for the cost of the deviceT-Mobile applied adjustments for the final billing statement in the amount of $179.72, which brought the account to a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2016, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulPlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he providedThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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 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

Complaint: [redacted] I am rejecting this response because; I have not received the aforementioned debit card. And based on my history of being told by four different people including managers and supervisors at T Mobile that the refund had in fact already been sent, I'm going to wait until I receive it before closing this. Sincerely, [redacted] ***

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 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 accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction T-Mobile regrets any concerns Ms [redacted] experienced regarding her efforts to clarify her account informationPlease 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 retail location In an effort to amicably resolve the matter and upon speaking to Ms***, on April 7, 2017, T-Mobile offered to send a letter to Ms***’s billing address on T-Mobile letterhead advising of the account open date, the account holder of record, and Authorized UsersPursuant to our conversation, Ms [redacted] confirmed the matter is resolved and she has no further concernsT-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 Jamen F [redacted] Executive Response

January 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 6, 2017, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Mr [redacted] ’s concerns to his satisfactionWe regret any continued concerns to Mr [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address themOur Friends and Family Lines On Us promotion from November 18, 2016, to November 22, 2016, provided eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for freeCustomers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the accountOur records have confirmed Mr [redacted] has two active T-Mobile accountsOn November 22, 2016, Mr [redacted] activated two new lines of service with mobile number ending in [redacted] and [redacted] under account number [redacted] As such, both new lines of service will be eligible to receive the monthly credits of $each to cover the monthly cost under our Friends and Family Lines On Us offerOn Mr [redacted] ’s account number [redacted] , we confirmed that on November 22, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activatedThe Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr [redacted] ’s existing Simple Choice Family voice planAs such, Mr [redacted] was also eligible for our Friends and Family Lines On Us promotion for the additional lines of serviceHowever, the eligible bill credit for a Mobile Internet line can be up to a maximum of $which would not cover the entire cost of Mr [redacted] ’s Mobile Internet line serviceIn order to resolve Mr [redacted] ’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotionIt is important to note, Mr [redacted] ’s accounts have met the qualifications for our Friends and Family Lines On Us promotion and will receive the monthly credits as stipulated in the offerHowever, the monthly credits take two billing cycles to begin impacting Mr [redacted] ’s accountsIn Mr [redacted] case, his billing cycle on both accounts runs from 2nd of the month and close on the first of the following monthAs the new line activations took place on November 22, 2016, which was during the billing cycle from November 2, 2016, to December 1, 2016, the promotional monthly credits will not appear until after Mr [redacted] ’s billing cycle closes on February 1, Nonetheless, T-Mobile will follow up on both of Mr [redacted] ’s accounts after his February bill cycle closes to ensure the promised credits are appliedIn our previous response to Mr [redacted] ’s concerns, we also pointed out the qualifications for our Fall LG Smartphone OfferThe Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for either our new T-Mobile ONE or already had a qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) would receive a discount on the device via monthly bill creditsAlso, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly creditsT-Mobile records indicate on November 29, 2016, Mr [redacted] took advantage of our EIP program and purchased an LG G Stylo Plus handset and an LG G Pad X tabletMr [redacted] remitted payments of $toward the LG G Stylo Plus device and $toward the LG G Pad X tablet as down paymentsAfter further review, it is T-Mobile’s position that Mr [redacted] ’s ineligibility for our LG G Pad On Us promotion was not related to his rate plan, but because offers could not be combinedWe regret any confusion our promotional offers have causedOur records confirm T-Mobile is in receipt of Mr [redacted] ’s devices and on January 5, 2017, T-Mobile closed the EIP balances associated with the devices returned and will process a refund of $for the LG G Pad X and $for the LG G Stylo Plus device within ten business daysHowever, Mr [redacted] felt he could have kept the LG G Stylo Plus device as he was receiving the promotional monthly creditsIn an effort to resolve Mr [redacted] ’s concerns regarding this matter, on January 12, 2017, T-Mobile provided Mr [redacted] with a new LG G Stylo Plus device at no additional costAdditionally, in an effort to resolve Mr [redacted] ’s concerns regarding our Fall LG Smartphone Offer T-Mobile applied the following credits: $credit for prorated charges on the line of service ending in 2266; a credit of $for monthly EIP associated to the LG G Pad tablet as well as $for the monthly EIP for the LG G Stylo device; and two $credits for a total of $as courtesy for the lines of service ending in [redacted] and Please note these credits posted to Mr [redacted] ’s account number [redacted] For Mr [redacted] ’s account number [redacted] , on December 19, 2016, T-Mobile applied two $credits for a total of $for the lines of service ending in [redacted] and [redacted] to cover the cost of their respective monthly charges as a courtesyMr [redacted] accepted the credits and the free device as resolution to his concernsMr [redacted] ’s account number [redacted] remains active with a revised balance of $and account number [redacted] remains active with a revised balance of $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSal O [redacted] Executive Response

September 23, 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 September 16, 2015, regarding the above-referenced account T-Mobile regrets that [redacted] has any concerns with the amount of her monthly billing statements and the late fee Please be advised that our Customer Care Representatives are available to our customers from 3:00a.mPT to 10:00p.mPT daily and our automated account help system is available hours per day seven days per week Our automated system will help a customer to make a payment arrangement without the requirement of speaking with a Customer Care Representative; provided that the account is eligible for a payment arrangement [redacted] ’s billing cycle runs from the 24th of each month through the 23rd of the following month and the bill is due each month on the 16th Pursuant to our Terms and Conditions of service, which are available at www.T-Mobile.com, late fees may be charged when a bill is not paid by the due date Please be advised that when a customer makes a payment arrangement to pay a bill after the due date, they are securing the account from service interruption and reconnection fees of $per line of service if they meet the payment arrangement; although a late fee may still be assessed Our records show that the billing statement in the amount of $that was due on July 16, was not received by the due date T-Mobile records show that we received a payment in the amount of $on July 28, toward the balance that was due on July 16, and the remaining balance of $was received on August 4, Accordingly, a $late fee was assessed to [redacted] ’s billing statement dated August 23, for the bill that was due by July 16, In addition, the billing statement in the amount of $that was due by August 16, was not received by the due date T-Mobile received a payment in the amount of $on August 29, toward the balance that was due on August 16, and a payment for the remaining balance in the amount of $was received on September 7, Please be advised [redacted] will have a $late fee charged to the billing statement that will be dated September 23, for the bill that was due on August 16, We show that the bill that was due on September 16, was paid on September 15, and we appreciate [redacted] ’s payment T-Mobile appreciates [redacted] ’s business and as a courtesy, on September 23, 2015, a credit in the amount of $credit was issued to the account for the $late fee that was charged to the August 23, billing statement and for the upcoming $late fee that will be charged to your September 23, billing statement With the credit that was applied to [redacted] ’s account today, the account reflects a $credit balance, which will appear on her billing statement dated September 23, [redacted] subscribes to our Simple Choice Value Unlimited Talk, Text and Data (with up to 1GB of high speed data) rate plan for $per month and our Simple Choice 5GB Data & Hotspot feature for $per month At this time, [redacted] has one handset that is being paid off with our Equipment Installment Plan (EIP) for $per month and she has two remaining installments for the LG Optimus Lhandset We show that [redacted] subscribes to the optional TeleNav services for $per month, which is provided by a third party service provider With the monthly access charges, EIP, and optional third party TeleNav services, [redacted] ’s monthly billing statement is $per month before any additional usage charges, fees, taxes and surcharges T-Mobile reviewed [redacted] ’s account and confirmed that she is being billed in accordance to her selected rate plan and services If [redacted] would like to make any changes to the account, she may contact Customer Care at [redacted] or she may update her services from her online account at www.T-Mobile.com Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: My bill doe the Cycle of December 16th to January 18th was $287.80, I got a credit of $for one of the device so my bill was $277.80, I made a payment of $which left me with a balance of $due on January 18th, I switch on January 16th with a balance of $and when I tried to login to my account afterwards it wouldn't let meI received a bill for month January 18th to February 19th for $which brought my account to a balance of $So they're trying to convince me that its okay for them to charge me that $yet they cannot come clean to a reason why, I spoke with different person and each had a different reason for the charge which obviously were all excuses, some said my account was switched on the 18th not the 16th, some said they were activations fees, some said pro-rated feesI was advised to end my service by the end of my cycle, if I had canceled after January 18th, I would have agreed woth the extra $On my bill the $break down into three parts $for the number which I canceled on January 16th with an EIp of $0, $for the number which service I canceles on january 8th and paid all balance as well with EIP of $and $for the accoint and a credot of $When I asked why I was charged $for the number 9775, this is how my last bill was break down on the atatwment they sent, but all different people I talked to had a different explanation and when one wasn't sure why they transfered me to another personI do not want a $credit, I want all $off credit then my balance will be $plus the $collection fee, with a total of $I'm willing to pay only the amount of $216.50, not more Sincerely, [redacted]

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , I have spoke with Juan B [redacted] on 10/26/2016 and he has stated the same as in the response, the only difference is we did not discuss the size of the storage on the phone. So I have contacted TMobile and requested the size of both Note 5's be 64GB on 10/27/2016. I do understand also that when Juan B [redacted] contacted me on 10/26/2016 and stated the phones will be $200 a piece at $8 a month, and they are now on 10/31/2016 going to be free. I do accept the free phones. I only ask that they be 64GB. I greatly appreciate your assistance with this. I also contacted Tmobile today 10/31/2016 and they stated that the phones (Note 5's) are back ordered and I have to wait 20 days before the devices are recieved, Juan can you please verify this? As you do know the Note 7 is a safety concern. 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 Sincerely, [redacted] [redacted]

August 28, 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 25, 2015, regarding the above-referenced account. T-Mobile is sorry to lose Mr. [redacted] as a customer, and regrets any frustration he experienced in obtaining his refund. Our records confirm that Mr. [redacted] activated the above-referenced account on December 26, 2014. At that time, Mr. [redacted] ported in his number ending in [redacted] and selected our Simple Choice No Credit Check rate plan, which required that a down payment of $50.00. This down payment was remitted on December 28, 2015. Regrettably, Mr. [redacted] cancelled his service on January 12, 2015. Following Mr. ***’s cancellation, the deposit of $50.00 that was remitted at the time of activation was released, leaving a credit balance of $50.00 on Mr. ***’s account. Additional tax adjustment credits, totaling $0.33, were issued to Mr. ***’s account, bringing the credit balance to $50.33. Due to an inadvertent error, this balance was not refunded to Mr. ***. In an effort to amicably resolve Mr. ***’s concerns, on August 27, 2015, T-Mobile issued a refund to him in the amount of $50.33. This refund has been issued in the form of a prepaid card, and sent to Mr. [redacted] via U.S. Mail. Mr. [redacted] can expect to receive this refund within seven to ten business days. Mr. ***’s account remains closed, with a zero balance. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P [redacted] Executive Response

May 11, 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 28, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms [redacted] , she confirmed that this matter has been resolved to her satisfaction On February 25, 2017, Ms [redacted] activated a tablet lineT-Mobile records confirm that within the timeframe in which Ms [redacted] activated her new line of service, she was not eligible to receive a promotion for the line to be free as no offers were available at that time In an effort to amicably resolve the matter and upon speaking with Ms [redacted] on May 4, 2017, T-Mobile offered to approve the tablet line under a promotional offer, resulting in a monthly credit of $for her monthly access chargesAdditionally, a one-time bill credit in the amount of $was issued to the account for charges associated with the billing statements dated March 23, 2017, and April 23, This left Ms [redacted] ’s remaining account balance to be $which consists of monthly access charges, taxes and fees, as well as Equipment Installment Plans (EIP’s) due on May 15, Pursuant to our conversation, Ms [redacted] confirmed the matter is resolved, and has no further concernsT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be 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 Adrianne F [redacted] Executive Response

October 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 September 27, 2016, regarding the above-referenced accountWe regret to hear that Ms [redacted] has concerns regarding her payment arrangementsPlease be advised on August 29, 2016, Ms [redacted] contacted Customer Care and requested a payment arrangement for her outstanding balance of $936.01, in two installments which consisted of a carried over past due balance for several months of servicesOn September 6, 2016, a future payment reminder was sent to mobile number ending in On September 8, 2016, an authorized user contacted Customer Care and requested to cancel the future dated payment that he would be paying cash and requested an extended payment schedule (“EPS”) for the remaining balanceAn EPS was offered to be paid in six installments but was declinedOn September 26, 2016, Ms***’s account was suspended for non-paymentAt this time, Ms [redacted] requested an EPS, which was created for the amount of $in seven installments for $monthlyIn order to amicably resolve Ms***’s concerns we have applied an adjustment in the amount of $for restoral feesAs Ms***’s account did not have a current balance due, this credit brought Ms***’s account to a credit balance of $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChristopher P [redacted] Executive Response