T-Mobile USA

October 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 September 26, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms [redacted] experiencedT-Mobile records confirm that Ms [redacted] canceled her account on June 1, 2016, when she ported her mobile numbers to another service providerMs [redacted] ’s billing cycle ran from the 19th of one month to the 18th 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 June 18, As a courtesy to Ms [redacted] , T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from June 2, 2016, through June 18, Please note that on September 28, 2016, T-Mobile contacted Ms [redacted] at which time she remitted payment in the amount in the amount of $which was the remaining balance after the bill creditMs [redacted] ’s account is currently canceled and reflects a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be 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, INCTaylor B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Dear Diana,Thank you for getting in touch with meI did receive a phone message from you and I have called you back twice and left messagesI am hopeful that we will have the chance to connect soonI greatly appreciate your attention to this matter, however there are still some issues to addressFirst off, your math is not correct - The credits that you are offering me will leave me with a balance of $and not $as you have suggestedI also don't understand why I am being left with a balance at all? You should be applying the following credits to my account:$for the Astro Pop$Astro Pop Shipping & Handling$Evolve Tax$Evolve Shipping & HandlingResulting in a balance of $0.Further, I am confused as to why T-Mobile applied a credit for the Evolve handset ($79.20) and the Astro handset tax ($15.51), but neglected to apply any other credits? If you are ultimately saying that the Evolve was supposed to be returned (which was explicitly NOT explained to me over the phone, or communicated to me in any other way by the agent I spoke with on 7/15/15), then why are you still attempting to charge me for the Astro handset ($149.76), the Evolve tax ($7.65), and Shipping & Handling charges for both ($x 2)??From my perspective, T-Mobile is attempting to charge me for all kinds of things and is doing so illegallyYour loyalty department very graciously offered to send me a FREE handset so that I would have a working phone on your networkThere was supposed to be NO CHARGE to meT-Mobile did NOT instruct me to send back anything and because your company keeps phone records, I encourage you to listen to the call log from 7/15/I have absolutely nothing to fear because I am telling the truth in this matterI asked your agent on the phone if I should return the EvolveShe did not give me an answer and subsequently I received no further communication from T-Mobile regarding this matter by phone, mail or email At this point I am asking you to send me a shipping label to return the Evolve and issue sufficient credits in order for me to obtain a $balanceThe worst part about this experience is that I have been a very loyal T-Mobile customer since switching over to your service in Despite my constant service interruptions I have defending T-Mobile vehemently and have been enthusiastically supporting the companyNow I must question the my loyalty because how can I be loyal to a company that has both lied to me AND called me a liar? I am getting the clear message that T-Mobile would rather lose my business than admit any wrongdoingAnd all this over an $phone! Really??Please make this rightI look forward to hearing from you and I can be reached anytime at [redacted] Sincerely, [redacted]

November 28, 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 November 20, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact [redacted] ***, however our attempts have been unsuccessfulT-Mobile regrets any concerns that [redacted] has experienced with T-Mobile misapplied paymentsIn an effort to resolve this matter amicably, [redacted] may contact me directly to complete an investigation with T-Mobile’s Cash Applications Team to verify the electronic transaction [redacted] will be required to provide documentation to confirm the misapplied paymentsBased 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, INCPancho Q [redacted] Executive Response

March 16, 2016 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 4, 2016, regarding the above-referenced account. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement with T-Mobile. T-Mobile records indicate that Ms. [redacted] elected to cancel service on January 1, 2016. Ms. [redacted] billing statement dated January 2, 2016, was in the amount of $36.28 which included her monthly lease fee of $32.50 and prorated monthly recurring charges and applicable taxes. As Ms. [redacted] elected to get her Samsung Galaxy S 6 Edge Plus on our JUMP! On Demand lease program, when she elected to cancel her T-Mobile account, her lease program was ended. Pursuant to Ms. [redacted] lease agreement the remaining lease payments accelerated and were added to the purchase option price for a total due of $778.45. As Ms. [redacted] did not remit payment for her balance of $36.28 this was carried forward to the February 2016 billing statement and added to the above mentioned leased payment. Ms. [redacted] then remitted payment in the amount of $552.50 on January 15, 2016, leaving Ms. [redacted] with a remaining balance of $262.23 represented an unpaid portion of her lease balance. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement and lease balance. In an effort to amicably resolve this matter, on March 5, 2016, a credit of $262.23 was applied by Customer Care which brought the account to a zero balance. As such, Ms. [redacted] account remains closed with 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 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. Martin G [redacted] Executive Response

May 8, 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 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountIn Mr [redacted] ’s letter to your office, he indicates that he was not able to use service with his handset in or around his homeWe regret any coverage issues Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability Our records show that on January 8, 2016, Mr [redacted] qualified for and took advantage of our JUMP! On Demand offering with the lease of a LG VJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the final billing statement T-Mobile records confirm that Mr [redacted] canceled his account on October 1, 2016, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 9th of one month to the 8th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through October 8, Further records confirm that Mr [redacted] ’s final billing statement reflected a balance of $for service from September 9, 2016, through October 8, 2016, due on November 1, This balance included monthly recurring charges, taxes and the above mentioned lease balance including a past due amount of $from Mr [redacted] ’s previous billing cyclePlease be advised that Mr [redacted] was not billed an early termination fee as T-Mobile no longer requires service agreements as of March 26, On November 16, 2016, Mr [redacted] remitted payment in the amount of $and on December 2, a payment in the amount of $reducing the account balance to $due immediately T-Mobile records confirm that Mr [redacted] remitted multiple payments between December 9, 2016, and March 7, 2017, totaling $updating the account balance to $As the amount went unpaid, on April 14, 2017, the account was assigned to and remains with Convergent Outsourcing Inc As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited $as a gesture of goodwillPlease be advised that the account 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 change 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

September 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 August 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have had in regards to her activation promotions and carrier freedomPlease 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 recent contact with our retail location T-Mobile records confirm that on June 12, 2017, Ms [redacted] activated three voice lines and subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $per month, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per month On June 17, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone 6S Plus for a total cost of $with $paid at the time of signing and agreed to a monthly installment payment of $T-Mobile offers the option at the time of a purchase to trade in a handset for credit towards their purchase or installment planT-Mobile record does not reflect that Ms [redacted] took advantage of our trade in program At the time of activation, Ms [redacted] purchased three System Identifying Module (“SIM”) cards for $eachAfter applicable taxes and fees, Ms [redacted] remitted payment in the amount of $at activationAs such, it is T-Mobile’s position that Ms [redacted] was billed accurately and further declines any compensation for this cost As Ms [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank cardOur records reflect that Ms [redacted] did not receive a tracredit at the time of activation and, based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $for the entire balance of the equipment installments charged by her prior carrier Nevertheless, as a courtesy and in an effort to amicably resolve Ms***’s concerns, T-Mobile offered a $one-time courtesy credit towards her bill and this updated her account to a credit balance of $to be applied towards her bill due October 7, 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 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

July 4, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in... receipt of your correspondence dated June 21, 2016, regarding the above-referenced account. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. Please be advised that Ms. [redacted] she opted to participate in our promotional offer to receive an Apple iPhone 6 with JUMP! On Demand (“JOD”). This would allow Ms. [redacted] to pay no more than $15.00 to $19.00 per month for her handset with a qualifying trade-in. The price would be adjusted with a monthly promotional credit over the course of the 18 month lease as long as Ms. [redacted] does not switch or JUMP! to another device for a total of $216.00. It is important to note that the only exception to this is that a customer may switch to the new Apple iPhone 6s with JUMP! On Demand between the dates of September 26, 2015, through December 31, 2015. T-Mobile records indicate that on September 22, 2015, Ms. [redacted] qualified for and took advantage of our JOD offering with the leasing option of an Apple iPhone 6 Plus 16GB handset in space grey. JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in 18 installments. Customers have the option of JUMPING! their device up to 3 times in a 12 month period. However, should the customer choose to retain the device at the end of the 18 months they are provided with a lease purchase option price to own the device. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement. Please be advised that at the time of Ms. [redacted] ’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. T-Mobile records reflect that on September 22, 2015, Ms. [redacted] traded in two eligible devices and as such she has received the promotional credits in the amount of $12.00 per month per handset. Please note that this reduces her monthly price from $31.00 per month to $19.00 per month. It is T-Mobile’s position that the promotional credits were applying to the account correctly to Ms. [redacted] ’ line ending in 1311 and that from September 2015 through October 2015 she received a total of $36.00 in promotional credits. Please be advised that on November 14, 2015, Ms. [redacted] JUMPED! her Apple iPhone 6 Plus 16GB handset to the new Apple iPhone 6s Plus 16GB handset in Gold. Please be advised that at the time of Ms. [redacted] ’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. Per the aforementioned JOD Amped! Program Ms. [redacted] would retain the $12.00 monthly discount thus reducing her monthly installment from $31.00 plus taxes to $19.00 plus taxes for the remaining 18 months. Regrettably, due to an inadvertent error Ms. [redacted] ’ discount did not transfer to the new handset. In an effort to resolve Ms. [redacted] ’ concerns, on June 27, 2016, T-Mobile issued a one-time credit for the remaining amount of $180.00, resulting in a reduced balance of $86.18. Ms. [redacted] then remitted a payment in the amount of $86.18, thus bringing her current account balance to zero. 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 Ms. [redacted] contact with our retail location. 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Shannon R [redacted] Executive Response

August 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account Nos [redacted] & [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 accountsUpon receipt of this correspondence, T-Mobile contacted the number provided and reached Mr [redacted] ’s authorized user of record, Ms [redacted] ***T-Mobile is delighted to have resolved this matter to Ms***’s satisfactionT-Mobile regrets any concerns that Mr [redacted] and Ms [redacted] have experienced regarding their recent account migrationT-Mobile records confirm that Mr [redacted] recently took advantage of T-Mobile’s Smartphone Equality offering, which allows existing prepaid and Simple Choice No Credit check (“SCNC”) customers with an excellent payment history, meaning we have received at least consecutive on-time payments, to be migrated to a postpaid regular account type, without any credit checkIn addition, customers who have qualified for this offer are able to utilize T-Mobile’s Equipment Installment Plan (“EIP”) offering, and receive the best available pricing on T-Mobile handsets, including taking advantage of zero-down pricing with many handsetsT-Mobile records confirm that on July 3, 2016, Mr [redacted] moved his four mobile numbers from his existing SCNC account to a regular postpaid account, with the account number [redacted] , using T-Mobile’s Smartphone Equality offering, allowing Mr [redacted] to migrate without a credit checkIt is very important to note that when customers change account types, they will need to reset their online profiles at My.T-Mobile.com, and their billing cycle close date and due date will likely changeOur records confirm that Mr [redacted] was sent his first billing statement for his new account on June 3, 2016, in the amount of $135.93, which was due on June 23, However, on July 2, 2016, when the payment had not been received, the account was suspended for non-paymentHowever, on July 3, 2016, T-Mobile received the payment for service and the account was restored with a zero balanceWe regret if Mr [redacted] was not properly notified of his new billing due date, and although normally customers are assessed a $per line restore-from-suspend fee following a suspension, Mr [redacted] was not charged for any restore-from-suspend fees, and T-Mobile has agreed to ensure he will not be charged any fees related to the suspensionIn addition, upon speaking with Ms [redacted] regarding this matter, we were able to ensure that her and Mr [redacted] now have full access to their online T-Mobile accounts and establish the primary account holder, as well as correcting their concerns regarding the social security number appearing incorrectlyIn an effort to amicably resolve this matter, and as a gesture of goodwill to Mr [redacted] and Ms***, T-Mobile issued a credit to the active account, account number [redacted] , in the amount of $271.96, the value of two months of service, bringing the account to a revised credit balance of the same amountIn addition, T-Mobile issued a credit of $to Mr [redacted] ’s previous account, account number [redacted] , and the account is now closed with a zero balanceMs [redacted] accepted this offer as resolution in full to her and Mr [redacted] ’s 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

June 11, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 correspondencedated June 5, 2015, regarding the above-referenced account Mr [redacted] has confirmed that his issue hasbeen resolved to his satisfaction We regret anycoverage concerns Mr [redacted] may have experienced with the text messaging onhis T-Mobile service T-Mobile hasinvestigated Mr [redacted] concern and has confirmed that there was a technicalissue in the area causing issues with text messaging; however, engineering hasconfirmed that the issue has since been addressed and the issue resolvedT-Mobile recordsreflect that Mr [redacted] account has been credited a total of $123.31for theissues he was experiencing with text messagingOn June 10, 2015, T-Mobile was in contact with Mr [redacted] and in aneffort to amicably resolve the matter; T-Mobile has offered to credit theremaining Equipment Installment Plan (EIP) balance for the Samsung Galaxy Shandsetif he will return it to T-Mobile Mr[redacted] must return the Samsung Galaxy Sin acceptable like new condition withno modifications or damage, such as broken or cracked plastics, LCD or internalparts, or water damage, with all its original accessories included Mr [redacted] must send the Samsung Galaxy S5handset to my attention at T-Mobile, Executive Response, [redacted] ***Albuquerque, NM T-Mobilerecommends sending the devices via a traceable carrier and requesting atracking number when shipping within 14-days from the date of this letter When the equipment is received and inspectedby T-Mobile, a credit for EIP balance will be issued Additionally, on June 10, 2015, T-Mobileissued a courtesy credit totaling $136.96, bringing the account balance to$ Mr [redacted] has been advisedthat he will be responsible for monthly recurring charges billed from June 2,through the date of cancellationT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank 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

September 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] ’s satisfaction T-Mobile appreciates Mr [redacted] ’s interest in activating a new account with us and we regret that he experienced any inconvenience with the activation process T-Mobile investigated this matter and we located an account that was activated for Mr [redacted] on May 19, On May 20, 2005, the account that was open for Mr [redacted] was cancelled by our Fraud Management team and we required additional information in order for the account to remain active with us As a result of the account being flagged by our Fraud Management team in and since we did not receive a response from Mr [redacted] after May 19, 2005, his social security number was placed on a negative file, which caused a larger deposit requirement when he applied for service with us again Mr [redacted] informed T-Mobile that he does not believe that he applied for the service with us on May 19, Please be advised that when a customer is asked to supply a large down-payment, T-Mobile is unable to provide details to a potential customer as to why their credit inquiry required the larger deposit as we are not authorized credit counselors and our Customer Care or Retail Sales Location teams may only advise a consumer to contact the credit bureaus Based on Mr [redacted] ’s statement to us and after our review of this matter, T-Mobile removed his social security number from the negative file and he may re-apply for services with us T-Mobile advised Mr [redacted] that if his credit report reflects more than one credit inquiry recently from T-Mobile that he may contact me directly at the number below and we will request to have any credit inquiries, except for one, deleted with the credit bureaus T-Mobile looks forward to providing Mr [redacted] with his wireless needs and we regret any inconvenience that this matter may have caused 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

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 April 12, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] may have experienced with his billing concerns T-Mobile records indicate that on June 20, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Pad F tablet during our Father’s Day Tablet On Us OfferMr [redacted] agreed to a total price of $plus taxMr [redacted] was not required to remit a down payment; however, he agreed to a series of monthly installments of $per month Additionally, from June 17, 2015, to June 22, 2015, qualifying new and existing postpaid customers were able to purchase the LG G Pad, for free after monthly bill credits when they activate or upgrade on a Simple Choice Mobile Internet plan of 1GB or higher, including Match Your Phone Data MI plansBased on this promotion, customers will see a $EIP charge on their bill and a corresponding credit every month, resulting in a $net cost each monthT-Mobile records confirm that Mr [redacted] received the appropriate bill credits in the amount of $while meeting the eligibility requirement of having an active Mobile Internet (“MI”) line with an eligible rate plan of one gigabyte or higher T-Mobile records indicate that Mr [redacted] was on a Simple Choice Plan which includes Unlimited Talk, Text, and Data with 4G speeds up to 2GB and Simple Global, Stateside International and Unlimited Texting for a total of $per month plus applicable taxes and feesOur records further indicate Mr [redacted] added unlimited data plus five GB’s of SmartPhone Mobile Hotspot (“SMHS”) to his voice line ending in [redacted] a cost of $per month plus applicable taxesThis plan when combined with a MI line provides a $per month discount for his MI lineOn June 20, 2015, Mr [redacted] activated a MI line on a Simple Choice North America MI plan which included five GB’s of data for $per monthMr [redacted] was receiving the $per month discount up until he elected to change his rate plan to the T-Mobile One plan which went into effect on January 23, T-Mobile records indicate Mr [redacted] new T-Mobile One rate plan includes unlimited talk, text, and data for $per month and could receive a $discount per month if enrolled in AutoPayOur records further indicate Mr [redacted] changed his MI line to T-Mobile One MI plan for $per month and would receive a $hybrid discount when combined with a T-Mobile One voice lineOn March 22, 2017, Mr [redacted] elected to cancel his MI line and he now has one voice line ending in active with the monthly recurring charges are $ In an effort to amicably resolve Mr [redacted] concerns, T-Mobile applied an account credit in the amount of $which brought Mr [redacted] account to a credit balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused 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 Carlos T [redacted] Executive Response

May 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 30, 2017, regarding the above-referenced file number T-Mobile regrets any ongoing concerns Mr [redacted] experienced in regards to T-Mobile’s Apple iPhone Trade up offerPlease 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 accountsPlease note that T-Mobile has made several attempts to reach the account holder of the account Mr [redacted] references in his letter to your officeUnfortunately, our attempts were unsuccessful T-Mobile has confirmed that neither [redacted] nor [redacted] is listed as an authorized user on the account which is associated with the mobile number he providedTherefore, T-Mobile is unable to release any information regarding the accountThe 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, Mr [redacted] 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*** 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 Diana J [redacted] Executive Response

February 8, 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 February 7, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to report that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] experienced in regards to his handset upgradeT-Mobile records indicate that on November 14, 2014, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note White handsetAt the time of purchase, Mr [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $T-Mobile records confirm that on the date of purchase, Mr [redacted] subscribed to the JUMP! feature on the mobile number ending in The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an EIP for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12-month period beginning six months after enrollmentOn June 30, 2015, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note Black handset and an Apple iPhone Plus Gold handsetAt the time of purchase, Mr [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $for the Samsung Galaxy Note handset and $for the Apple iPhone Plus handsetT-Mobile records confirm that at the time of the above-mentioned purchase, Mr [redacted] subscribed to the JUMP! feature on the mobile numbers ending in [redacted] and ***The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodT-Mobile records indicate that on July 29, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy Note 32GB handsets, one in Gold the second in BlackMr [redacted] was not required to make a down payment however agreed to a series of 24-monthly installments in the amount of $29.59, per handsetT-Mobile has confirmed that at the time of Mr [redacted] ’ purchase of the two Samsung Galaxy Note handsets, Mr [redacted] attempted to surrender his two Samsung Galaxy Note handsets as part of the JUMP! upgrade programDue to an inadvertent error, Mr [redacted] was informed that his traof the Samsung Galaxy Note handsets was not necessaryPlease be assured that T-Mobile strives to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed to do so during Mr [redacted] ’s contact with our retail locationT-Mobile records indicate that on October 14, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Rose Gold handset with 32GB of memoryMr [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $Records indicate that at the time of purchase Mr [redacted] attempted to surrender his Apple iPhone Plus handset as part of the JUMP! upgrade programUnfortunately, Mr [redacted] ’s handset had sustained physical damage and would require him to file a claim with Assurant Solutions, Inc., the provider of Mr [redacted] ’ handset insurance, in order to replace the handset, prior to trade-inT-Mobile records reflect that a claim was not filed with Assurant Solutions, Inc., nor was the Apple iPhone Plus handset received by the retail store locationNevertheless, in an effort to amicably resolve the matter, on February 7, 2017, T-Mobile closed the remaining EIP balance on the two Samsung Galaxy Note handsets and the Apple iPhone Plus handsetAdditionally, T-Mobile applied a credit of $456.12, for the monthly EIP charges for all three handsets from July 24, 2016, through January 23, As Mr [redacted] ’ account had a balance of $858.49, for the billing cycle charges from November 25, 2016, through January 23, 2017, the balance was reduced to $On the same day, T-Mobile applied a courtesy credit of $94.30, for the restore from suspension fees charged to Mr [redacted] account on the billing statement dated December 24, 2016, reducing the balance owed to $Mr [redacted] has accepted this as a 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, INCDiana J [redacted] Executive Response

April 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 April 3, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile is sorry to hear of Mr***’s concerns with his No-Credit Check account and his eligibility for our Smartphone Equality programAs the Un-Carrier, we believe everyone deserves a great smartphone which is why we offer our Smartphone Equality programThis program helps customers get the best pricing on our equipment, regardless of personal credit informationTo take advantage of this program, all Mr [redacted] would need to do is pay his T-Mobile bill on time for consecutive months, giving him access to the best pricing for our equipment, which in most cases is $downPlease note that there will be instances where certain devices are not offered as $downHowever, as part of this program, Mr [redacted] will still receive best pricing when upgrading Upon review of Mr***’s account, our records confirm that he activated his T-Mobile account on January 31, 2016, and currently has one active mobile number ending in Mr***’s billing cycle runs from the 25th of one month to the 24th of the following month with payment due by the 4th It is important to note that the transition to well-qualify will not take place automatically and customers are required to contact T-Mobile to initiate the conversionIn reviewing Mr***’s account, our records confirm that he first inquired about our Smartphone Equality on March 30, At that time, unfortunately he had a late payment that was not remitted on time for his bill due on March 4, As such, Mr***’s account is no longer eligible for the Smartphone Equality as he will need to remit consecutive on time payments to qualifyT-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience he 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 Jamen F [redacted] Executive Response

July 28, 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 July 15, 2017, regarding the above-referenced accountPlease be advised, T-Mobile contacted the number on the correspondence with our contact information and Mr [redacted] responded who is the one T-Mobile worked with on this matter T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the Carrier Freedom reimbursement programAs can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement which are available at https://www.switch2t-mobile.com; one of those requirements being that customers must submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountPlease be advised that some of these requirements were met and others were not For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank card T-Mobile records indicate on October 15, 2015, Mr [redacted] activated his T-Mobile account with five lines of serviceT-Mobile records confirm Mr [redacted] received trade in credits in the amount of $T-Mobile does not have record that we received Mr***’s final monthly billing statement within days of activation to process the second part of the reimbursement On July 14, 2017, our Customer Relations department received a correspondence from Mr [redacted] regarding this matter however; the correspondence did not include the final monthly billing statement from the previous provider On July 24, 2017, T-Mobile spoke with Mr [redacted] and requested his final monthly billing statement for further reviewOnce received, T-Mobile will determine the remaining amount owed to his previous carrier for early termination fees or equipment charges and send a prepaid refund card to Mr***To date, T-Mobile has not received the final monthly billing statement from Mr***T-Mobile requests Mr [redacted] contact me at the number below within days from the date of this letter to discuss this matter furtherT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

December 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 December 6, 2017, regarding the above-referenced account T-Mobile is sorry to have lost Mr [redacted] as a customer and we regret hearing of his concerns with his T-Mobile account final balance and statusPlease be assured that we make every effort to provide complete and accurate information to our customers and we apologize if Mr [redacted] feels that this was not his experience T-Mobile records confirm that Mr [redacted] canceled his T-Mobile account on July 13, 2016, when he ported his mobile number to a different service providerMr [redacted] ’s billing cycle ran from the 21st of one month to the 20th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through July 20, Mr [redacted] ’s final billing statement dated July 21, 2016, reflected a balance in the amount of $which consisted of monthly service charges for the billing period from June 21, 2016, to July 20, Due to non-payment, on October 19, 2016, the account was transferred to third-party collection agency, Convergent Outsourcing Inc., and a collection fee in the amount of $was assessed to the account updating the balance to $Our records confirm that Mr [redacted] paid this balance in full on November 28, 2017, updating the collection status to “paid in full” Upon review of the account and Mr [redacted] ’s, correspondence, and in an effort to amicably resolve this matter, on December 14, 2017, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience to him 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 Maggie R [redacted] Executive Response

August 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2016, regarding the above-referenced prepaid numberWe regret any concerns Ms [redacted] may have experienced regarding her T-Mobile prepaid account and we appreciate the opportunity to review and address her concernsT-Mobile records indicate that on June 14, 2016, Ms [redacted] purchased a 4G Hotspot Zfor $Please note that Auto Renew data passes are service options that provide Pay in Advance Mobile Internet customers with monthly Mobile Internet data passesT-Mobile records indicate that on June 22, 2016, Ms [redacted] elected our North America Day Auto Renew Pass 2GB for $per day calendar periodA payment in the amount of $was remitted to Ms***’s prepaid account to activate service and thereafter Ms [redacted] requested to enable our auto pay feature to automatically withdraw funds for her rate planPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Prepaid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On July 12, 2016, the 4G Hotspot Zwas received and a refund in the amount of $was issued to Ms***Please note that due to an inadvertent error, Ms***’s account was not canceledAs such, on July 23, 2016, the auto pay feature withdrew the amount of $and it posted to Ms***’s prepaid accountOn August 3, 2016, upon speaking to Ms***, T-Mobile canceled her prepaid account and as such, the account remains closed with a zero balanceIn an effort to resolve the matter and as a gesture of goodwill, T-Mobile issued a refund via direct deposit in the amount of $Ms [redacted] was advised that the funds may take from one to three business days to post to her checking accountMs [redacted] was satisfied with the resolution and had no additional concerns 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, INCRobert R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: My request was to unlock the iphone plus NOT an iphone X Where and why Tmobile unlocked an iphone X is unknkwn to me Even with that being said they still have not unlocked or tried to correct their error On two separate occasions they said was sent to The wrong emailInstead of aol the representative sent it to “ [redacted] @eol.com” Each time making me wait hoursNot extending any courtesy to the fact that it was an internal error on their partStill today the phone isn’t unlockedI have spent over hours phone time with T Mobile trying to solve this matter to no avail.I Would like to drop off the phone at an Apple store location and exchange for an unlocked iPhone plus like I paid for I no longer wish to deal with T Mobile Sincerely, [redacted] ***

August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 11, 2015, from [redacted] regarding the above-referenced account T-Mobile records indicate the account holder of record is [redacted] ***, and that it has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience Ms [redacted] has experienced with her Apple iPhone device Further, T-Mobile strives to provide world-class service to all of our customers on each and every contact We 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 Ms [redacted] recent interaction with our sales associate T-Mobile records confirm that Ms [redacted] is enrolled in the promotional Simple Choice Four for $rate plan The rate plan provides four lines of service at the cost of $which includes unlimited calling, messaging, and GB of data In addition, Ms [redacted] has the Premium Equipment Protection on each line of service at the cost of $per monthBased on the selected rate plan and features, Ms [redacted] is expected to pay $plus applicable taxes and fees At the time of activation on April 2, 2015, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Certified Pre-Owned Apple iPhone 5S devices and two Certified Pre-Owned Samsung Galaxy Sdevices EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments Based the credit history at the time of [redacted] ***’s purchase, they were not required to make a down payment; however, they agreed to pay the taxes on the full retail price [redacted] then agreed to a series of monthly installments in the amount of $49.96, which will appear on the first bill following the purchase of the device Based on the selected rate plan and features along with the monthly EIP’s Ms [redacted] monthly billing statement should be $plus applicable taxes and fees on the rate plan As Ms [redacted] is aware, T-Mobile offers contract freedom for consumers looking to switch from any U.Scarrier to T-Mobile T-Mobile will now reimburse consumers’ early termination fees up to $per line and provide account credits of up to $per device tradat the time of their activation – for up to ten lines of service To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile device The new device may be purchased with our EIP but this is not required Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device tradand a new T-Mobile device purchased for use on that mobile number Additionally customers must submit their final billing statement from the prior carrier to T-Mobile at www.switch2t-mobile.com within (2) months of activation T-Mobile spoke to Ms [redacted] on August 12, 2015, in which she confirmed that she did not trade in any devices to T-Mobile In review of her account, although she is ineligible for any portion of the reimbursement, on June 8, 2015, a credit of $was issued in credit to her T-Mobile account for a portion of the remaining unpaid balance from her previous carrier As a final gesture of goodwill and in an effort to resolve this matter, a credit of $was issued to Ms [redacted] account This credit represents the difference mentioned in her correspondence of $and the amount credited on June 8, T-Mobile is pleased to inform your office that Ms [redacted] accepted our offer as resolution 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 Sacny A [redacted] Executive Response

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I consent for the closure of this complaintagainst T-Mobile. I am hereby accepting the onetime credit of $100.00 proposed by T-Mobile. I wish the onetime credit of $100.00 to be set now on my account, since I had called the T-Mobile representative (at [redacted] ) and left a voice message mentioning my agreement with the credit of $100.00.I appreciate very much the professionalism of the RevDex.com. Thanks for your assistance handling this case.Sincerely, [redacted]