T-Mobile USA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I do think for such a long time waiting---------- they should have offered me some free minutes/data time.?

Complaint: [redacted] I am rejecting this response because: unfortunately this issue is not closed, I reviewed the new plan and there is an amount for extra data which is incorrect until I'm satisfied I will not agree to this plan Sincerely, [redacted]

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 19, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] experienced regarding her activation and account cancellationT-Mobile records confirm that on March 5, 2015, Ms [redacted] activated her T-Mobile services through Venicom, Inc., a third-party authorized dealer for T-Mobile’s products and servicesAs Venicom, Incis a third-party authorized dealer for our products and services, their employees do not work directly for T-MobilePlease note that at the time of activation Ms [redacted] paid $in deposits to activate her accountWhen Ms [redacted] activated this account she signed a secondary contract with Venicom, Incwhich she agreed to a two year service agreement from March 5, 2015, through March 5, 2017, and agreed to have her monthly recurring cost (“MRC”) comprised of the Family Unlimited Talk, Text and Data Classic rate plan for $It is important to note that should Ms [redacted] process a rate plan change from the rate plan above to a new Simple Choice rate plan, she would be assessed a $migration feeT-Mobile records confirm that Ms [redacted] ’s billing statement dated September 7, 2015, included a past due balance of $from the billing statement dated August 7, 2015, the charges totaled $for the billing period from September 7, 2015, through October 6, 2015, which were comprised of the MRC referenced above of $plus applicable taxes and feesPlease note that payment was not remitted to T-Mobile for this balance owed on September 27, Ms [redacted] ’s billing statement dated October 7, 2015, included a past due balance of $from the billing statement dated September 7, On September 10, 2015, a payment in the amount of $was applied to the past due balancePlease note that including the past due balance above, the charges totaled $for the billing period from October 7, 2015, through November 6, 2015, which were comprised of the MRC referenced above of $100.00, two migration fees of $plus applicable taxes and feesPlease be advised that on November 5, 2015, Ms [redacted] transferred her number to a new service provider and as a result cancelled the mobile number ending in As Ms [redacted] did not complete the service agreement she was charged an early termination fee in the amount of $plus applicable taxesMs [redacted] ’s billing statement dated November 7, 2015, included a past due balance of $from the billing statement dated October 7, On October 8, 2015, a payment in the amount of $was applied to the past due balancePlease note that including the past due balance above, the charges totaled $for the billing period from November 7, 2015, through December 6, 2015, which were comprised of the MRC referenced above of $100.00, an ETF of $plus applicable taxes and feesPlease note that since the mobile ending in was cancelled, the $deposit Ms [redacted] paid at the time of activation was released to the account balanceFurthermore, on November 10, 2015, Ms [redacted] transferred her number to a new service provider and as a result cancelled the mobile number ending in As Ms [redacted] did not complete the service agreement she was charged an ETF in the amount of $plus applicable taxesLastly, Ms [redacted] ’s billing statement dated December 7, included a past due balance of $from the billing statement dated November 7, T-Mobile records confirm that since the mobile ending in was cancelled, the $remaining deposit Ms [redacted] paid at the time of activation was released to the account balancePlease note that including the past due balance above, the charges totaled $1,for the billing period from December 7, through January 6, 2016, which was comprised of the ETF of $plus applicable taxes and feesPlease note that no further payments were receivedAs T-Mobile did not receive payment for the balance above, on January 2, 2016, Ms [redacted] ’s account was referred to an outside collection in an attempt to collect the balanceIt is important to note that Ms [redacted] was assessed a collection fee in the amount of $258.60, bringing the total balance owed to $1,Ms [redacted] ’s account currently is with Amsher who can be contacted at 877-322-In an effort to amicably resolve Ms [redacted] ’s concerns, upon payment in the amount of $directly to T-Mobile and not the outside collection agency, T-Mobile will issue a credit of $858.60, which totals the amount owed on Ms [redacted] ’s accountPlease be advised that Ms [redacted] was given a period from January 30, 2016, through April 1, 2016, to remit payment to this officeAdditionally, upon payment, T-Mobile will remove the account from collections and instruct that negative reporting be removed, which can take up to daysBased 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

May 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 4, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] encountered regarding his accountOn September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is discounted after months Customers who tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If a customer chose the iPhone GB Plus model there was a cost increase of $Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase T-Mobile records reflect that Mr [redacted] met all of the requirements of the iPhone Trade Up offer for his four devicesHowever, due to an inadvertent error, Mr [redacted] did not receive any promotional monthly bill creditsIn an effort to amicably resolve this matter, T-Mobile applied a one-time lump sum total credit of $1,to the handset EIPs for the missing promotional bill credits and tracreditsThe credit applied waived the balance of two iPhone Plus 128GB devices, and reduced the EIP balance of one iPhone Plus 128GB device to a $balance, and the iPhone 32GB to a $balanceMr [redacted] accepted the credit as a resolutionT-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***Iwas not told that I had an unpaid balance upon the orginal requestThe bill was paid that I had at that time of $at an office location of 30th and King DriveI found out that there was a lock placed on my phone when the new cellar carrier attempted to insert their SIM cardI made at least 3-calls to customer service stating that a request was be made and within 1-2weeks I would receive the information to remove the block off the phoneDuring those numerous calls with T-mobile none of their customer service personnel mention that there was an unpaid billI took it upon myself after two weeks to go o line for support services at which time I was informed that there was a bill of and that upon receipt of Bill being paid the block would be removedA copy was made of this monies due was taken to T-mobile and paidAn employee spoke with a customer representative was informed that there was an application to unblock the phone T-MoT-mobile never and I repeat never with the number of call I made ever mention about any monies due in order to have cell unblockedI went weeks working on this situation that could have been resolved the same day that I paid the bill the 1st of July

April 6, 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 3, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’ satisfaction T-Mobile records confirm that Ms [redacted] canceled her account on February 28, 2017, when she ported her mobile numbers to another service providerMs [redacted] billing cycle ran from the 27th of one month to the 26th 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, Ms [redacted] was billed through March 26, As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the entirety of charges incurred from February 27, 2017, through March 26, Ms***’ account will remain closed with a zero balanceUpon speaking with Ms [redacted] she accepted this as full 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 Zachary S [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Even though the statement that my husbands credit card has never been charged is not correct, the outcome (refund of unauthorized charge to my t-mobile account) did resolve the issue Sincerely, [redacted] ***

Tell us why here... October 10, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom... It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 27, 2017, regarding the above-referenced account. T-Mobile regrets Ms. [redacted] ’s concerns regarding the above-referenced account. T-Mobile records confirm that Ms. [redacted] ’s account was activated on May 1, 2017, with two lines of services ending *** and ***, which are enrolled in the T-Mobile ONE Wearables rate plans. At that time, Ms. [redacted] purchased a Samsung Galaxy S8+ for retail cost of $850.00 plus applicable taxes and fees. Additionally, Ms. [redacted] elected to trade in her Samsung Galaxy S8+ 64 GB Silver with a trade-in value of $657.00. The $657.00 trade-in value was applied towards the purchase of the Samsung Galaxy S8+ and Ms. [redacted] then applied a payment of $246.14, which covered the remaining amount the handset. Upon further review, our records indicate Ms. [redacted] returned the Samsung Galaxy S8+ and therefore, the $657.00 trade in credit was applied towards her T-Mobile account and can be seen on her initial billing statement dated May 3, 2017. As such, Ms. [redacted] was provided reimbursement in full for the trade in handset. Please be advised that on August 31, 2017, Ms. [redacted] activated one new lines of service ending in [redacted] under our T-Mobile One All in Promotional rate plan for $110.00. Ms. [redacted] ’s account is billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. If during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advance. Accordingly, Ms. [redacted] ’ billing statement dated September 3, 2017, reflected the balance of $293.34, consisting of monthly access charges of $220.00 for the billing periods of August 3, 2017, to September 2, 2017, and from September 3, 2017, through October 2, 2017, two wearable lines, and Equipment Installment Plan (EIP) charges for two Samsung Gear S3 watches. As Ms. [redacted] ’s account is bill current, it is T-Mobile’s position that she was billed accurately. Upon speaking to Ms. [redacted] , on September 29, 2017, her newly activated line of service was cancelled and a credit of $273.00 was applied to cover the two months of charges. Therefore, Ms. [redacted] ’s account remains active with two lines of service for her two wearable devices. Each line is subscribed to the T-Mobile ONE Wearables rate plans at a rate of $20.00 per line of service, per month. Please note this excludes her active EIP plans for the two Samsung Gear S3’s watches, which are billed at $16.00 per line, per month. In regards to Ms. [redacted] ’s concerns regarding the Samsung Note 8, please note T-Mobile records indicate that on August 31, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Note 8 64GB. Ms. [redacted] was required to make a down payment of $210.00 plus taxes. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00. Upon review, T-Mobile records confirm that the line ending in [redacted] was cancelled on the August 31, 2017, and Ms. [redacted] requested that the handset order be cancelled. However, due to the status of the order, Ms. [redacted] was advised to not sign the T-Mobile Electronic Signature sent via her email and which then will cancel the order. Further review, indicates Ms. [redacted] signed the agreement and the handset was sent out. On September 2, 2017, a second order was placed for Samsung Note 8 64GB device. However this order was cancelled prior to processing. As such, Ms. [redacted] was not charged for this handset. T-Mobile records confirm the initial Samsung Note 8 64GB was received into T-Mobile’s warehouse on September 26, 2017, and Ms. [redacted] was refunded the $210.00 plus tax back to her credit card. Ms. Barnet’s account reflects a current balance of $45.51. which is due by October 23, 2017. We regret 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA Rochelle M [redacted] Executive Response

December 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 16, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***Please be advised T-Mobile has received email correspondence from Mr [redacted] stating he is unavailable to address his concerns at this time and will be available after the New Year T-Mobile is sorry to hear that Mr [redacted] has concerns about our new and exciting T-Mobile ONE offerT-Mobile ONE represents a fundamental change to current carrier data plans and pricing, allowing customers unlimited access to talk, text and high speed mobile data – so they can use data as they please, when they please, without worrying about data usage or high speed “buckets” on their plansHowever, since our original announcement, we have heard from some customers that access to HD quality video is important for themTherefore, as we always do, we listened to the feedback from our customers and, on Monday, August 29, 2016, we announced new HD video options to choose fromFirst, we will be offering unlimited HD Day Passes to T-Mobile ONE customers - for just $per day – beginning in OctoberSecond, T-Mobile announced T-Mobile ONE Plus for power users who want to stream unlimited HD video and get faster mobile hotspot data speeds, including when travelingT-Mobile is the first and only wireless provider to offer unlimited high speed mobile hotspot dataFor an additional $per month, per line of service, customers can upgrade to T-Mobile ONE Plus and receive unlimited mobile hotspot data, unlimited HD data passes and twice the browsing speeds when traveling abroadMore information about T-Mobile ONE and T-Mobile ONE Plus can be found at: https://newsroom.t-mobile.com/news-and-blogs/t-mobile-one-amped.htmlIt is important to note that the unlimited mobile hotspot feature is tailored to the T-Mobile ONE rate plan and cannot be added to different plan optionsT-Mobile regrets any inconvenience regarding this matterPlease be advised that Mr***’s current rate plan is our T-Mobile ONE which for $before taxes and unlimited access to talk, text and high speed mobile dataMr [redacted] subscribes to the additional T-Mobile ONE Plus feature for $on lines ending in [redacted] and ***It is important to note that Mr [redacted] also subscribes to JUMP! for $12.00, and the Voicemail to text for $on line ending in ***Additionally, Mr [redacted] has two Mobile Internet lines ending in [redacted] and [redacted] on our Mobile Internet On Demand plan for $per month plus applicable taxesOur records indicate on October 27, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG One Touch Pop devices for the total purchase price of $Please note that EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on Mr***’s personal credit history at the time of his purchase, he was not required to make a down payment; as such, Mr [redacted] agreed to a series of monthly installments in the amount of $per deviceThe billing statement dated November 28, 2016, reflected a balance of $266.97, for the billing period from October 28, 2016, to November 27, This billing statement reflected monthly access charges, EIP monthly charges and applicable taxesAt the time of Mr***’s activation of the mobile internet numbers ending in [redacted] and ***, T-Mobile provided a day return period to all Texas customers that allowed them to use the service to see if it met their needsIf the service was not acceptable, then Mr [redacted] could have canceled the service during that timeIt should be noted, however, that if service was canceled during the provided return period, monthly service charges for usage incurred during that period were still considered valid and duePlease be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comAs stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.).” Based upon the above, it is our position that the restocking fee assessed if returned is validWe respectfully decline to issue a refund for this feeNevertheless, T-Mobile would like to speak with Mr [redacted] to further address his concerns and request that he reach out to us directly so we can work toward amicably resolving his concernsT-Mobile regrets any inconvenience that Mr [redacted] has experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSharon B [redacted] Executive Response

July 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 24, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced in regards to her handset T-Mobile records reflect that on March 26, 2017, Ms [redacted] purchased a Samsung Galaxy SEdge handset By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her device Upon review of Ms***‘s account this warranty has been extended as she subscribes to the optional JUMP! feature with Premium Device Protection for $per month During the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement 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 On June 21, 2017, Ms [redacted] contacted Customer Care to process a warranty exchange At that time, Ms [redacted] advised that there was a crack on the screen T-Mobile advised Ms [redacted] that she had the JUMP! feature with Premium Device Protection insurance feature and could file a claim Ms [redacted] declined and was advised that the retail location would be able to inspect the phone to see if it qualified for a warranty exchange On June 23, 2017, Ms [redacted] visited a retail location to complete the warranty exchange process At that time, Ms [redacted] was advised her phone is out of warranty due to the physical damage on the device and that she could complete and insurance claim T-Mobile has advised Ms [redacted] the handset in question is covered by insurance from Assurant Solutions, Inc(“Assurant”) As such, it must be replaced through Assurant, who may be contacted directly at 1-866-866-or online at www.myphpinfo.com 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 Lauren L [redacted] Executive Response

July 3, 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 June 20, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] in regards to the non-return fee assessed toward the accountT-Mobile records confirm that on February 10, 2017, Mr [redacted] filed a warranty exchange for his LG GhandsetOn February 11, 2017, Mr [redacted] was shipped an LG Ghandset replacementPlease be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time an exchange is processedOur records indicate that Mr [redacted] ’s non-working handset was not received, as such; Mr [redacted] ’s account was charged $for the non-return fee and applicable taxesIt is T-Mobile’s position that the charge is valid and owed Nevertheless, as a one-time courtesy and in an effort to amicably resolve the matter, on April 13, 2017, T-Mobile applied a credit of $to Mr [redacted] ’s account for the non-return fee and $in applicable taxesOn April 28, 2017, a payment was remitted for the remaining balance of $updating the account balance to zeroUpon speaking with Mr [redacted] on June 26, 2017, he has confirmed that this issue has been resolved to his satisfaction and considers this matter resolvedT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alyssa K [redacted] Executive Response

March 28, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated March 15, 2018, regarding the above-referenced account Please be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets to hear of Mr [redacted] ’s concerns and we welcome the opportunity to respond Upon careful review, T-Mobile did not identify an issue with Mr [redacted] ’s Online ID associated with his mobile number ending in nor do our records reflect that he has contacted us regarding this issue Please note that after multiple unsuccessful attempts to log in to the website, a customer can become locked out and their password must be reset in order to log in however, T-Mobile records do not reflect that Mr [redacted] has been locked out of his online account either As such, we recommend that Mr [redacted] complete a password change He may do so by completing the following steps:• From My T-Mobile homepage, click ‘Forgot password?’.• Enter the email or phone number, then your ZIP code.• Click ‘Continue’.• Choose to receive the temporary email through Email, Text message, or Security questions.• On My T-Mobile, enter the temporary password.• Click ‘Continue’ (passwords are case-sensitive).• Enter a new password, then re-enter the same password.• Click ‘Save Password’ (Save button remains gray until password requirements are met).If Mr [redacted] continues to experience issues with his online account he should contact our Customer Care team at 800-937- We regret any inconvenience to Mr [redacted] .Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contacts with our Customer Care team.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-ext888-3744.Very truly yours,T-MOBILE USA, INC.Felicia P [redacted] Executive Response

January 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account numberT-Mobile regrets any concerns Ms [redacted] has in regards to her T-Mobile accountPlease be advised T-Mobile records indicate on October 22, 2016, Ms [redacted] called Customer Care to cancel her account, but due to an inadvertent error the account remained activeOn November 23, 2016, the account was canceled at Ms [redacted] ’s requestMs [redacted] ’s December 10, 2016, billing statement reflected a balance of $553.20, which included an unpaid balance of $195.26, new charges of $The new charges consisted of $for an iPhone 6S JUMP! On Demand final charges, a $late fee and a credit of $for unused servicesAs payment was not received for the balance owed, on January 10, 2017, Ms [redacted] ’s account was referred to a third-party collection agency AmSher and collection fee was applied increasing the balance owed to $On January 19, 2017, we spoke with Ms [redacted] and advised as a courtesy, we have agreed to waive the service charges and late fee, leaving only the balance owed for the iPhone 6S in the amount of $Ms [redacted] confirmed she still had procession of the iPhone 6SAs an additional courtesy we offered Ms [redacted] the option to return the device in good working condition to the Executive Response office and we would agree to waive the remaining balanceUpon receipt of the device T-Mobile agrees to instruct the collection agency to delete derogatory credit reporting and cease collection effortsPlease note that removal of derogatory credit reporting may take up to ninety (90) daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDaniel R [redacted] Executive Response

April 25, 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 20, regarding the above-referenced account We regret to hear that Mr [redacted] has chosen to leave T-Mobile and that he has concerns with his final billing statement T-Mobile records indicate that on March 12, 2016, Mr [redacted] cancelled his service with T-Mobile when he ported his mobile numbers to another carrier Please note that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementT-Mobile records further indicate that Mr [redacted] agreed to an EIP for the mobile numbers ending in ***, [redacted] and [redacted] on September 15, with the purchase of three Samsung Galaxy S5s As such, when the account was canceled the remaining EIP balance of $per device totaling $was accelerated and posted to the final billing statement dated April 10, Additionally, this billing statement included monthly service charges through the date of cancellation totaling $making the total balance due $ However, in an effort to amicably resolve the matter, on April 22, 2015, T-Mobile credited the final service charges to the account as a gesture of goodwill The account remains closed with a balance due of $ Furthermore, in speaking with Mr [redacted] he indicated that he was anticipating reimbursement from his new carrier to cover the remaining balance due and based upon their expected timeframe, his T-Mobile account would become delinquent awaiting the reimbursement, thus as an additional courtesy to Mr [redacted] we have placed a hold on the account until June 15, to avoid collection activity We regret 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

March 28, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 15, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns he experienced regarding his accountsOur records confirm that Mr [redacted] activated account number [redacted] on November 30, 2016, with a mobile internet line of service ending in ***A deposit in the amount of $was required at that timeMr [redacted] subscribed to our Simple Choice North America No Credit Check Mobile Internet GB rate plan at $monthlyMr [redacted] was also subscribed to device protection at $monthlyOn December 7, 2016, our records confirm that Mr [redacted] activated account number [redacted] , for a mobile internet line of service ending in ***This line of service was also subscribed to our Simple Choice North America No Credit Check Mobile Internet GB rate plan at $monthly Our records confirm that Mr [redacted] ’s account number [redacted] was cancelled on February 4, 2017, due to nonpaymentFollowing the cancellation of service, the balance owed was in the amount of $As this balance remained outstanding, on March 13, 2017, T-Mobile referred the account to a third-party collection agency for collection of the balance owedA collection fee in the amount of $was assessed to the account, bringing the balance owed to $Mr [redacted] ’s account number [redacted] was cancelled on February 15, 2017, due to no usage on the line of serviceThe balance owed on the account following cancellation was $Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstanding However, in an effort to amicably resolve Mr [redacted] ’s concerns, on March 21, 2017, T-Mobile issued a credit in the amount of $to account number [redacted] and a credit in the amount of $to account number [redacted] As such, both accounts remains closed with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr [redacted] ’s credit report to reflect the changeT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

September 15, 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 September 9, 2016, 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 Mr [redacted] ’s concerns to his satisfactionWe regret to hear that Mr [redacted] continues to have issues with his handsetT-Mobile records indicate that on January 13, 1015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia ZEIP 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 installmentsBased on Ms [redacted] ’s personal credit history at the time of his purchase, he was not required to make a down payment; however, he agreed to pay $44.59, which was for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $26.25, which appeared on the first bill following the purchase of the deviceBy purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramT-Mobile records reflect that on September 19, 2015, Mr [redacted] participated in the Limited Warranty Exchange processWhen an exchange is processed through T-Mobile’s Handset Exchange Program, we cannot guarantee if the device will be new or like new, however, each device is inspected to ensure that it is good working conditionWe regret any issues that Mr [redacted] may have experienced with his replacement deviceIn an effort to provide Mr [redacted] with a resolution to his concerns, on September 12, 2016, T-Mobile accelerated the remaining balance on his Sony Xperia Zhandset and applied a credit in the amount of $105.00, which offset the accelerated balance in the amount of $As a further courtesy to Mr [redacted] , T-Mobile provided him $off a Samsung Galaxy SEDGE handsetMr [redacted] ’s account reflects a current balance in the amount of $323.07, which is due on September 17, 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, INCCarla S [redacted] Executive Response

December 4, 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 25, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe sincerely regret any inconvenience Ms [redacted] has experienced regarding her final billing statement and regret losing her as a customerT-Mobile records indicate that on August 10, 2014, Ms [redacted] activated the above referenced account and subscribed to T-Mobile’s Simple Choice Value Family Unlimited Talk, Text and Data four lines rate plan for $per month plus tax with mobile numbers ending in ***, ***, [redacted] and ***T-Mobile has reviewed the account and we found that on April 14, 2015, a Change of Responsibility (“COR”) was completed whereby Ms [redacted] authorized [redacted] Roofing Russell [redacted] to take the mobile number ending in [redacted] and its associated Equipment Installment Plan (“EIP”) from the above account to a separate, newly activated accountNext, our records reflect that the mobile number ending in [redacted] was transferred to another service provider on February 28, The arrangement to transfer the line of service was made directly with Ms [redacted] ’s new wireless service provider and not with T-MobileAt this time, the account was left active with the remaining mobile numbers ending in [redacted] and ***; as such, the account continued to generate billing statements for the remaining lines of serviceOur records further reflect that on May 23, 2016, the account was suspended for non-paymentFollowing, on June 18, 2016, the account was ultimately cancelled for non-paymentOur records confirm that Ms [redacted] ’s final billing statement dated July 11, 2016, had a balance of $which consisted of monthly recurring charges, applicable taxes and fees billed from March 11, 2016, to May 23, It is important to mention that T-Mobile provided Ms [redacted] multiple notices that her account was in a past due statusThese notices were provided in the monthly invoice, through text messages, calls from our Financial Care team requesting payment and also letters and/or emailsPlease be advised that as payment was not remitted for the final balance of $on August 8, 2016, the account was assigned to Diversified Consultants Inc., a third party collection agency, for the collection of the outstanding balanceAs a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on December 1, 2016, T-Mobile issued a credit of $for the balance in full, leaving the account closed with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeBased 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, INCAika A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: while the issue in my personal case is moot (we signed the Service Agreement without reading the terms), T Mobile has not satisfactorily stated it's procedures and guidelines for allowing prospective customers to review the terms of the Service Agreement in detail before signingOur situation was attributed to a malfunction in the system, but it appears that this is general practice to only release the terms upon signatureShouldn't people know what they're signing in an Agreement before they're held legally liable?

Complaint: [redacted] I am rejecting this response because:I do not believe this response it acceptableT-Mobile responds that allocating money taken from my account without authorization to my postpaid phone account is recovery T-Mobile also believes they have extended a courtesy by crediting my account I have a store reps signature saying I would be refunded if returned, regardless of the fact that it was on a prepaid accountT-Mobile has also confirmed they did not have any record of me canceling auto pay when I spent an hour on the phone to get it cancelledThis is quite disturbingInitial response from T-Mobile was dishonest and it came from a representative of the executive officeAt this point I have lost all confidence in the integrity of this companyIt is a shame that this is how T-Mobile treats a customer of over years.That being said, thank you for crediting the money you took from me and the money owed me to my accountIt saved me the trouble of paying it directly Sincerely, [redacted]

January 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced accountT-Mobile regrets any billing concerns Mr [redacted] may haveT-Mobile records indicate Mr [redacted] activated four lines of service on November 25, 2016, and selected our T-Mobile ONE rate plan for $for two lines, and $per add-a-linePlease be advised that Mr***’s account is billed using our bill-current system, which means he was billed for services in advanceMr***’s billing period started on the 27th of each month, and ran through the 26th of the following month; payment was due on the 19th of the monthOn November 26, 2016, Mr [redacted] was sent a billing statement in the amount of $185.15, for services from November 26, 2016, through December 25, 2016, and reflected a due date of December 19, Regretfully, on December 13, 2016, Mr [redacted] requested the four mobile numbers on his account be cancelledDue to an inadvertent error, only one of the three mobile numbers was cancelledSubsequently, Mr [redacted] was sent a billing statement on December 26, 2016, in the amount of $308.98, which consisted of a past due balance, as well as charges for services from December 26, 2016, through January 26, As Mr***’s account reflected a past due balance, it was suspended on January 2, 2017, and cancelled on January 4, After review, T-Mobile records confirm no usage on the four lines of service from November 25, 2016, through January 4, As such, after speaking with Mr [redacted] on January 18, 2017, T-Mobile issued a credit of $308.98, for the billed servicesAs of the date of this correspondence, Mr***’s account remains cancelled, and reflects a zero balanceT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRonnie A [redacted] Executive Response