T-Mobile USA

March 18, 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 a letter dated March 5, 2016, from Ms [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that Ms [redacted] has been designated as an authorized user of the accountT-Mobile regrets the concerns Ms [redacted] experienced with her device and the unexpected out-of-warranty feeT-Mobile records confirm that on Ms [redacted] ’s billing statement dated February 24, 2016, her account was billed an out-of-warranty fee totaling $including taxesT-Mobile records reflect that on January 18, 2016, Ms [redacted] completed a handset exchange for her non-working device under the terms of the Limited Warranty guidelinesUpon receipt of Ms [redacted] ’s non-working handset we examined it and it was found to have sustained damage to the LCD screen, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee should have been read to and agreed to by Ms [redacted] at the time of the exchangeThis information is also in the user’s manual and in the material that accompanies the replacement handsetFurther review confirms that on March 4, 2016, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, Customer Care issued a one-time courtesy credit in the amount of $Ms [redacted] ’s account currently reflects a credit balance in the amount of $T-Mobile regrets any inconvenience to Ms [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, INCMaggie R [redacted] Executive Response

July 12, 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 5, 2017, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’ concerns within this letter T-Mobile regrets any concern to Mr [redacted] in regards to his recent JUMP! On Demand upgrade experiencePlease be advised that JUMP! On Demand (“JOD”) is a lease option that T-Mobile offers customers to lease new handsets via 18-monthly lease payments and a Purchase Option Price (“POP”) at the end of the lease term or the option to return the devicePlease be advised that JOD also offers customers the ability to tratheir leased device and lease a new device in its place up to three times a year T-Mobile records confirm that on November 12, 2016, Mr [redacted] leased a Samsung Galaxy SEdge via JOD by agreeing to 18-monthly lease payments in the amount of $and agreed to a POP of $Please be advised that T-Mobile does not reflect a record of Mr [redacted] having a lease payment of $for the deviceRecords confirm that on June 8, 2017, Mr [redacted] ’ JOD upgraded from his Samsung Galaxy SEdge to the new Samsung Galaxy SAt the time of signing Mr [redacted] agreed to 18-monthly lease payments of $and a purchase option price of $Regrettably, there was an error with the receipt of the package and on June 13, 2017, T-Mobile attempted to replace his JOD order once again Customers are provided an Equipment Credit Line (“ECL”) that may be used to purchase or lease equipment and accessories and then pay for it in monthly installments depending on the offer that the customer qualified to receiveAt the time Mr [redacted] attempted to lease the Samsung Galaxy Sthe available ECL required that he remit a higher down payment On June 27, 2017, T-Mobile completed its review of the handset order placed on June 8, 2017, for the Samsung Galaxy Sand closed the JOD lease balance of the device updating the ECL for Mr [redacted] new JOD orderOn July 4, 2017, T-Mobile placed a JOD upgrade order for Mr [redacted] once again for the Samsung Galaxy Sin which he agreed to 18-monthly lease payments of $and a purchase option price of $and was not required to make an initial cost reduction paymentT-Mobile records confirm that Mr [redacted] received his new Samsung Galaxy Son July 6, T-Mobile recommends that Mr [redacted] return his Samsung Galaxy SEdge to a local retail location or using the prepaid return label to ensure that the JOD balance on that Samsung Galaxy SEdge is closedT-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 Oscar T [redacted] Executive Response

October 21, 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 October 12, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to her monthly recurring chargesT-Mobile records indicate that on October 19, 2011, Ms [redacted] activated a Mobile Internet line of service with the mobile number ending in ***Please note that this line is $per month for the monthly recurring charges, however, as it is bundled with Ms [redacted] ’ voice lines of service, her account receives a $monthly billing statement credit, reducing the cost of the line to zeroOn October 2, 2013, Ms [redacted] activated the voice line of service with the mobile number ending in ***On December 5, 2013, Ms [redacted] activated the voice line of service with the mobile number ending in ***On that date Ms [redacted] voice lines of services were subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan for $80.00, plus applicable taxesPlease note that this rate plan includes 1GB of data at no additional cost, which the mobile number ending in [redacted] is subscribed toMs [redacted] ’ mobile number ending in [redacted] is subscribed to the unlimited data feature for $20.00, plus applicable taxesAdditionally, both voice lines of service are subscribed to the Premium Handset Protection (“PHP”) feature for $per month, plus applicable taxesT-Mobile records indicate that on October 22, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 5s Silver handset with 16GB of memoryAt the time of purchase, Ms [redacted] was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $On October 28, 2014, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPad Air Space Gray handset with 16GB of memoryMs [redacted] was not required to make a down payment and agreed to a series of monthly installments in the amount of $Additionally, on December 10, 2014, Ms [redacted] utilized T-Mobile’s EIP offering with the purchase of an Apple iPhone Gold handset with 16GB of memoryMs [redacted] was not required to make a down payment and agreed to a series of monthly installments in the amount of $On January 9, 2014, Ms [redacted] activated an additional Mobile Internet line of service with the mobile number ending in ***This line of service is subscribed to the Simple Choice 3GB rate plan for $30.00, plus applicable taxesAs this line is bundled with Ms [redacted] ’ voice lines of service, her account receives a $monthly billing statement credit, reducing the cost of the line to $per monthTherefore, Ms [redacted] ’ monthly recurring charges are estimated to be $per monthT-Mobile regrets any confusion Ms [redacted] may have experienced in regards to these chargesWith the EIP included, Ms [redacted] ’ estimated monthly recurring charges totaled $per monthT-Mobile records confirm that on September 4, 2016, Ms [redacted] ’ account had a past due balance of $241.34, for the billing cycle charges from July 2, 2016, through August 1, On the same day the account was charged $241.34, for the billing cycle charges from August 2, 2016, through September 1, 2016, increasing the balance owed to $On September 5, 2016, a payment of $was receivedOn September 12, 2016, an additional payment of $was receivedOn September 19, 2016, an additional payment of $was also received, reducing the balance owed to $On September 20, 2016, at Ms [redacted] ’ request, the remaining EIP balances were closed and accelerated to Ms [redacted] ’ billing statement, in the amount of $130.39, dated October 4, On October 3, 2016, a payment of $was received, reducing the account to a zero balanceOn October 4, 2016, Ms [redacted] ’ account was charged $295.32, for the billing cycle charges from September 2, 2016, through October 1, In an effort to amicably resolve the matter, and as a courtesy to Ms [redacted] , on October 14, 2016, T-Mobile applied a courtesy credit of $to Ms [redacted] ’ account, reducing the balance owed to $Ms [redacted] has accepted this as a resolution to her 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, INCDiana J [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 partially satisfactory to meI have a functional phone again, but the problem with T-Mobile's customer support being constantly unable to do much of anything still standsIt took someone in the President's office to resolve this issue after dozens of hours of trying to get any kind of solution for nearly two yearsThe whole ordeal makes me hate to call on their support for any problems, as I have no faith they will be able to do anything, will follow up on the things they say they will, or will make the account changes that are claimed to have been madeThey are perfectly willing to take my money every month for a service, but are of little help when I have an problem with that serviceThey made it sound like honoring the conditions that I signed up for and was promised was a huge favor for me, after admitting that they were wrong on a number of occasionsI am actively looking for alternative providers, but I will not follow through with any further legal actions for this issueI still remain a dissatisfied customer from my treatment, but I'm tired of dealing with them about my account or this phone.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] ***

April 4, 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 March 22, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding attempts to participate in a T-Mobile promotional offer. Records confirm that, in October 2016, Mr. ***’s account was eligible to receive a 75% discount off of the cost of his add-a-line reducing the associated monthly access charges from $40.00 to $10.00. Additionally, T-Mobile records confirm that, on October 20, 2016, T-Mobile sent Mr. [redacted] an SMS text message which advised him of the offer. Regretfully, at that time Mr. [redacted] selected “not interested” at which time the offer was declined. Nevertheless, in an effort to amicably resolve the matter, on March 29, 2017, T-Mobile agreed to provide Mr. [redacted] with a 75% monthly discount toward the add-a-line costs associated with the mobile number ending in 2805. Mr. [redacted] will continue to receive the above-referenced credit while maintaining promotional eligibility. 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 contact with our Customer Care. We regret 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 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. Brandon M [redacted] Executive Response

May 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 May 17, 2017, regarding the above-referenced account T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that he should expect moderate coverage at his billing address and no coverage in some surrounding areasAs Mr [redacted] may imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day such as traffic volume, network changes, weather, terrain and foliage which can interfere with actual quality and availability of serviceBased on T-Mobile’s investigation of Mr [redacted] ’s coverage concerns, we have confirmed that his services are functioning as expected for his location and there are currently no planned enhancements Please be advised that T-Mobile has confirmed that Mr [redacted] is not under a service contract and would not be charged a contract termination fee if he were to choose to cancel his T-Mobile account However, on July 22, 2016, Mr [redacted] purchased a Samsung Onhandset and an LG G-Pad X device through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $In addition, on November 11, 2016, Mr [redacted] entered into a JUMP! On Demand ("JOD") lease for an iPhone Plus handset wherein he agreed to monthly lease installments in the amount of $Please note that T-Mobile provided Mr [redacted] a 14-day return period which allowed him to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and JOD lease entered into at the time of the original purchaseAs Mr [redacted] is now beyond the return period for his devices, he is ineligible to return them for a refund If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open device payment plan balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the agreements which were provided to Mr [redacted] at the time of his above-referenced purchase and leaseShould the account be cancelled, it is T-Mobile’s positon that these charges are valid and owed However, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr [redacted] may return his iPhone Plus handset, Samsung Onhandset, and LG G-Pad X device to my attention at the following address: T-Mobile Executive Response Attn: Brandon M [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of Mr [redacted] ’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIPs and JOD lease, in the amount of $T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr [redacted] please include the devices, chargers and his account information within the box to ensure that he receives the proper credit upon receipt of the equipment We also ask that Mr [redacted] disable the “Find my iPhone” application as the device will be returned to Mr [redacted] if the application is enabledPlease be advised that if our final examination of the devices 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 letter in order to take advantage of this offer Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer CareT-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 Brandon M [redacted] Executive Response

September 13, 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 August 31, 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 inconvenience Mr [redacted] may have experienced with respect to his Carrier Freedom reimbursementPlease be assured that we 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 experience with our Customer Care In order to qualify for the Carrier Freedom reimbursement, Mr [redacted] was to trathe handset he was using with his previous carrier, and then submit his final bill from his previous carrier online at www.Switch2T-Mobile.comThe final bill was to include the final equipment charges and Early Termination Fees charged by his previous carrierT-Mobile records confirm that on April 26, 2017, Mr [redacted] submitted the above documentation, however it did not include the final equipment charges and Early Termination Fees charged by his previous carrier and as such his reimbursement was declined It is important to note that in Mr [redacted] ’s correspondence, he indicated that he was to receive a Carrier Freedom reimbursement in the amount of $538.12, however on September 5, 2017, Mr [redacted] submitted all of the documentation which included the requested information and we were able to calculate the reimbursement amount of $As result, a prepaid debit card in the amount of $was processed on the above date and will be delivered to Mr [redacted] ’s billing address within three weeks to his billing address Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

March 15, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 March 2, 2017, from Ms. [redacted] - [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that Ms. [redacted] - [redacted] has been designated as an authorized user of the account. T-Mobile is sorry to hear of Ms. [redacted] -***’s concerns with her monthly estimated service charges and equipment acquisitions. 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 Ms. [redacted] - [redacted] feels that this was not her experience when contacting our Customer Care department to discuss her concerns. T-Mobile records confirm that the account was activated on September 13, 2015, with mobile numbers ending in [redacted] Effective January 10, 2016, the account was changed to T-Mobile’s Business Family Unlimited Talk, Text with 10GB of date per line rate plan for $120.00 for the first four lines and $20.00 for each additional line. T-Mobile records further confirm that the account financed several devices with our Equipment Installment Plan (“EIP”) program and our lease program JUMP! On Demand: - September 13, 2015: A Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 plus applicable taxes. - September 14, 2015: Two Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax per device with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 per device plus applicable taxes. - December 28, 2015: An iPhone 6s Plus device with 64GB of memory was lease with our JOD program. There was a $99.99 payment required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $30.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $210.00 plus applicable taxes. - November 28, 2016: An iPhone 7 Plus device with 32GB of memory was lease with our JOD program. There were no payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $32.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $193.99 plus applicable taxes. - December 2, 2016: An iPhone 7 Plus device with 32GB of memory was purchased with our EIP program. There was a $19.99 down payment required at the time the purchase was initiated and the account agreed to 24 monthly installments in the amount of $31.25. T-Mobile records further indicate that all mobile numbers elected to subscribe to the options Premium Handset Protection (“PHP”) feature for an additional $10.00 per month. Please note that mobile number ending in [redacted] was enrolled to the PHP feature for $12.00 per month as it included the additional feature of Mobile Security. Based on the information mentioned above, the account should have expected its monthly charges to be roughly $480.00- $485.00 per month including taxes and fees. It is T-Mobile’s position that [redacted] ***’s account was billed in accordance to its selected rate plan and features. On March 3, 2017, T-Mobile contacted Ms. [redacted] - [redacted] to discuss her concerns and the information mentioned above. In an effort to amicably resolve this matter T-Mobile offered the following: - To allow Ms. [redacted] - [redacted] to return two of the Samsung Galaxy Note 5 devices she indicated she was no longer using, and the iPhone 6s Plus device with 64GB of memory. Upon receipt of the equipment in good working and physical condition, T-Mobile will close the respective equipment leases. This will reduce monthly charges by $89.98 plus applicable taxes. On Mach 7, 2017, T-Mobile emailed Ms. [redacted] - [redacted] the instructions on how to return the equipment to our offices. - In addition, on March 3, 2017, T-Mobile sent Ms. [redacted] - [redacted] a like-new iPhone 6s Plus device with 64G of memory at no cost to her. - As an additional courtesy, on March 3, 2017, T-Mobile ordered a new iPhone 7 Plus with 256GB of memory device for Ms. [redacted] -***. Ms. [redacted] - [redacted] elected to finance it with our EIP program. T-Mobile credited the required down payment and sales tax that totaled $336.08 and Ms. [redacted] - [redacted] agreed to 24 monthly installments in the amount of $30.00 per month. Further review confirms that on March 7, 2017, mobile number ending in [redacted] was canceled when it was transferred to a different service provider. As such, going forward the monthly estimated service charges will be reduced by $32.00 plus applicable taxes and fees. To the date of this letter, T-Mobile is yet to receive the two Samsung Galaxy Note 5 devices and the iPhone 6s Plus device with 64GB of memory. Once the equipment is returned, T-Mobile will move forward with closing the equipment leases. The account remains active and it currently reflects a balance in the amount of $485.83 due by April 2, 2017. T-Mobile appreciates the opportunity to assist Ms. [redacted] - [redacted] with her concerns and we regret any inconvenience she 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Maggie R [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 meThe response was pretty wordy and I just want to make sure no future charges will be made to my credit cardI do see charges reverted on my credit card bill and hope it stays that ways Thanks for looking into this with such efficiency.Sincerely, [redacted] ***

August 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account 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 T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her accountT-Mobile records indicate that on June 6, 2017, payment arrangements were made with Ms [redacted] with regard to her outstanding balanceFurther, on June 12, 2017, Ms [redacted] contacted T-Mobile to advise that she was unable to make the agreed upon paymentPlease be advised that payment arrangements cannot be deleted or modified once agreed upon T-Mobile records confirm that the payments arrangement Ms [redacted] agreed to was for $to be paid on June 13, 2017; and $1,on June 27, Further records confirm that on June 15, 2017, Ms [redacted] remitted payment in the amount of $Please be advised that this payment was the last payment remitted on the accountOn June 30, 2017, the account was suspended due to non-payment As this amount went unpaid, on July 26, 2017, the account was cancelled due to non-paymentThe account remains closed with a balance of $2,Please be advised 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 statementThis information is disclosed within the EIP agreement provided at the time of purchase As such, Ms [redacted] ’s billing statement scheduled to be produced on August 19, 2017, will contain the accelerated EIP charges totaling $1,However, we regret to hear that Ms [redacted] experienced issues with her handsetsAs a gesture of goodwill, Ms [redacted] may return the equipment to the following address by September 18, and we will credit the accelerated EIP balance in the amount of $1,assuming the equipment has sustained no physical or liquid damage: T-Mobile USA, Inc Attn: Chris L [redacted] Menaul BlvdNE Albuquerque, NM Please note that Ms [redacted] remains responsible for charges monthly access charges, usage charges, if applicable, and applicable taxes 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

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] ***

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

August 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 August 14, 2017, regarding the above-referenced account Please be advised that T-Mobile has made several attempts to contact Ms [redacted] at the number and e-mail address provided in her correspondence to your office which have proven unsuccessful As such, we will make every effort to address her concerns within this letter T-Mobile regrets any continued concerns Ms [redacted] has experienced regarding a handset return As detailed in our letter to your office dated May 24, 2017, with regard to your file number [redacted] , T-Mobile issued a credit in the amount of $on the same day for the non-return fee assessed for the Apple iPhone 6S handset that T-Mobile did not receive, as part of our Warranty Exchange program Please note that the tracking information Ms [redacted] provided in her most recent correspondence to your office was associated with an Apple iPhone 6S handset associated with a previous Warranty Exchange order T-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process an additional time on March 13, 2017, for mobile number ending with the Apple iPhone 6S handset, and agreed to the terms of the exchange including an Out-Of-Warranty (“OOW”) fee of up to $ Regretfully, upon T-Mobile’s receipt of the non-working Apple iPhone 6S handset on April 19, 2017, it was determined the handset had sustained physical damage As such, an OOW fee of $plus applicable taxes was billed to the account T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter T-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 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 Ronnie A [redacted] Executive Response

May 19, 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 10, 2017, regarding the above-referenced accountWe are pleased to advise that Ms [redacted] ’s concerns have been resolved to her satisfaction T-Mobile regrets the concerns that Ms [redacted] may have experienced with the cancellation of her account and refundOur records reflect that Ms [redacted] activated her service on April 15, 2017, with two lines of serviceMs [redacted] was subscribed to the Lines T-Mobile ONE All In Promo for $taxes includedAdditionally, she subscribed to T-Mobile ONE plus feature for $on each line and the JUMP! feature on line ending in *** Pursuant to Ms [redacted] ’s request, T-Mobile closed her account on April 22, 2017, within the buyer’s remorse period and Ms [redacted] returned her equipment to the T-Mobile retail locationPlease 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.com As 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 return of Ms [redacted] ’s equipment, she was charged a $restocking fee on April 22, T-Mobile records confirm Ms [redacted] did make a payment in the amount of $50.00, on April 15, 2017, via electronic check as a prepaymentMs [redacted] was set up on auto payment with her checking account ending in Therefore, T-Mobile drafted a payment for Ms [redacted] ’s first billing statement dated April 17, 2017, in the amount of $on May 7, However, due to an inadvertent billing error, T-Mobile drafted a second payment in the amount of $on May 8, 2017, for total auto payment draft of $ Our records confirm that T-Mobile has refunded the second payment of $on May 11, Upon speaking with Ms [redacted] , she has confirmed that the refund has been received in her bank account in the amount of $T-Mobile has also issued a refund of $for the payment remitted on May 7, This was done by our Customer Care team on May 15, 2017, please note the refund is being sent via a prepaid card and should be received within ten business days Upon speaking with Ms [redacted] on May 16, 2017, in an effort to resolve her concerns, T-Mobile has issued an additional refund in the amount of $Please note this refund consisted of Ms [redacted] ’s prepayment of $posted on April 15, 2017, and an overdraft fee of $charged due to T-Mobile’s administrative billing errorThis is being refunded via prepaid card and should be received within ten business daysPlease note Ms [redacted] ’s account reflects a zero balance with no monies owed to T-MobileT-Mobile regrets an inconvenience caused 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 Sharon B [redacted] Executive Response

June 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] has experienced regarding his accountT-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] had issues with our serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should have expected good coverageRegretfully, T-Mobile cannot guarantee coverage as there are so many factors that can affect the coverage day to dayT-Mobile records confirm that on January 10, 2016, Mr [redacted] filed an insurance claim for a liquid damaged device through T-Mobile’s third-party insurance provider AssurantPlease note Mr [redacted] was required to return his equipment to Assurant’s warehouse as part of the exchangeRegretfully, as Assurant did not receive the return of the damaged equipment Mr [redacted] was charged a $non-return feeT-Mobile views this charge as valid and owedPlease be advised Mr [redacted] ’s account was active from September 11, 2014, through March 17, 2016, when the mobile numbers were ported to another carrier, thus canceling the accountA review of Mr [redacted] ’s outstanding balance of $1,reflects the following charges: • Monthly recurring service charges for service rendered from March 14, through May 13, • Equipment Installment Plan (“EIP”) charges in the amount of $for a Samsung Galaxy Note 64GB purchased on September 11, 2015, and Logitech Mini Boom Black accessories totaling $• A $Assurant non return fee for a Samsung Galaxy Note not returned to T-Mobile’s third-party insurance provider Assurant• Applicable taxes and feesWhile we do regret any concerns, T-Mobile views the above charges as valid and owedIn an effort to amicably resolve this matter, on May 31, 2016, T-Mobile applied a credit in the amount of $for the Assurant non-return feeMr [redacted] ’s account now currently reflects a remaining balance of $As an additional courtesy, T-Mobile provided a day collection hold on collection activity until August 29, Upon 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

Tell us why here October 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 September 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] had with regards to our Trapromotion and we are sorry to have lost him as a customerPlease be advised that with our Trapromotion, customers were required to trade in their current handsetOur records indicate that on November 27, 2016, Mr [redacted] upgraded two of his lines of service each to an Apple iPhone under an Equipment Installment Plan (“EIP”) and was required to send in his iPhone 6s handsets for both lines of servicePlease note that our warehouse did not receive the handset for his mobile line ending in and as such he was not eligible for our Trapromotion for that line Please note that on July 26, 2017, and July 29, 2017, Mr [redacted] cancelled most of the mobile lines on his T-Mobile account by transferring them to another service providerIt is important to note that Mr [redacted] ’s line of service ending in was not transferred to another carrier and T-Mobile has no record of him requesting to cancel this mobile line, as such it remained active on his T-Mobile accountAs result, Mr [redacted] continued to receive billing statements for service On September 19, 2017, T-Mobile issued a billing statement with a due date of October 11, 2017, in the amount of $which included a past due balance of $for the billing period of August 19, 2017, through September 18, 2017, and monthly access charges, taxes and fees from September 19, 2017, through October 18, 2017, in the amount of $ Please be advised that on September 23, 2017, Mr [redacted] cancelled his remaining line of service ending in Also on the above date, as gesture of goodwill, a bill credit in the amount of $was issued to Mr [redacted] ’s T-Mobile account, updating his account to a credit balance of $ With regards to Mr [redacted] ’s request to receive compensation for his iPhone 6S, although T-Mobile records show our warehouse did not receive this handset, in an effort to amicably resolve this matter, we issued a bill credit in the amount of $to his T-Mobile account updating his account to a credit balance of $Please note that T-Mobile refunded the credit balance of $to Mr [redacted] in the form of a prepaid debit card which he will receive within seven to ten business daysPlease be advised that the above refund will update Mr [redacted] ’s final account balance to zero Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

May 18, 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 8, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets any difficulty Ms [redacted] has experienced activating serviceUnfortunately, T-Mobile was unable to locate an active account for Ms [redacted] T-Mobile will need an account number, which is digits and/or a T-Mobile mobile phone numberAs T-Mobile was not able to speak with Ms [redacted] regarding her concerns, we respectfully request that Ms [redacted] contact me directly at the telephone number below so that we can work towards an amicable resolutionBased 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, INCAmor M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Tmobile called the time I was driving this means I could not answer I told them I would call back I did but no way to get to them because they make things hard when you call them they keep turning you around until you get tired and give upI would request a clear line and extension that works so I can talk to them in order for all this matter to be resolved and be over 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 meSincerely, [redacted] **