T-Mobile USA

April 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account T-Mobile regrets 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 availabilityT-Mobile records confirm that on April 30, 2015, Mr [redacted] activated a postpaid account with the mobile numbers ending in [redacted] and *** On May 1, 2015, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of the following equipment with the below monthly installments for a term of months: • Apple iPhone Silver 16GB handset for $per month; • Samsung Galaxy SBlack 32GB handset for $per month; • Medg Univ inch keyboard for $per month; • Samsung Galaxy SImpact Shield screen protector for $per month; • Samsung Galaxy SImpact Check Smoke case for $per month; and • Apple iPhone Impact Check Smoke case for $per month On May 2, 2015, Mr [redacted] activated the mobile number ending in ***Additionally, Mr [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of a Samsung Galaxy Tab S Bronze 16GB deviceMr [redacted] was not required to make a down payment and agreed to a series of monthly installments in the amount of $ As of the time of Mr [redacted] ’s purchase of the above-referenced equipment, T-Mobile provided a day return period which allowed Mr [redacted] to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase T-Mobile records confirm that on December 27, 2015, Mr [redacted] ’s mobile number ending in [redacted] was cancelled when he ported his line to another service providerIt is important to note that as a result of a full payment not being received for the full balance owed on the account, Mr [redacted] ’s account reflected a rolling balance on each billing statementTherefore, on January 2, 2016, Mr [redacted] ’s account reflected a past due amount of $195.02, for the December 2, billing statement, and a new balance owed of $234.64, increasing the balance owed to $On January 8, 2016, Mr [redacted] ’s mobile number ending in [redacted] was cancelled when he ported his mobile number to another service providerT-Mobile records confirm that on January 11, 2016, Mr [redacted] ’s mobile number ending in [redacted] was cancelled at his requestOn January 14, 2016, T-Mobile received a payment of $195.02, reducing the balance owed to $ As a result of the cancellation, Mr [redacted] ’s remaining EIP balances totaling $1,were accelerated to his February 2, billing statement, increasing the balance owed to $1,Records confirm that the last payment remitted of $was received, reducing the balance owed to $1,As payment was not received for the balance owed, on April 29, 2016, Mr [redacted] ’s account was transferred to Receivables Performance Management, a third-party collection agency Records confirm that as collection efforts were unsuccessful, on February 8, 2017, Mr [redacted] ’s account was transferred to Enhanced Resource Centers, a third-party collection agency, where it remains as of the date of this letter In an effort to amicably resolve the matter, although it is outside the day return period, upon speaking with Mr [redacted] on April 19, 2017, T-Mobile allowed Mr [redacted] to return the above-reference equipment, in good working condition, within days, directly to my attention at: T-Mobile USA, Inc Executive Response Attention: Diana J [redacted] Menaul BlvdNE Albuquerque, NM Records confirm that Mr [redacted] ’s equipment was received on April 21, Therefore, on that day, T-Mobile applied a credit of $1,to Mr [redacted] ’s account, reducing the balance owed to zeroT-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 changeMr [redacted] has accepted this as a resolution to his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

June 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: Ms [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 5, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Ms [redacted] ’ concern has been successfully resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] may have had experienced with regards to her T-Mobile billing and appreciates the opportunity to respond to her concerns T-Mobile records confirm that between the dates of February 10, 2015, and May 30, 2016, Ms [redacted] financed multiple handsets and accessories utilizing T-Mobile’s Equipment Installment Plan (“EIP”) and agreeing to monthly installments as listed belowPlease note that should an account be cancelled prior to completing the agreed upon monthly installments the final remaining balance(s) will accelerate to the final billing statement: • Apple iPhone Plus Silver 16GB with monthly payment of $ • iPhone Plus TechImpact Check Pink with monthly payment of $ • iPhone Plus TechImpact Shield with monthly payment of $ • Apple iPhone Plus Gray 16gb with monthly payment of $ • iPhone Plus TechImpact Shield with monthly payment of $ • TechiPhone Plus Evo Check Smoke/Black with monthly payment of $ • Apple iPad Pro 32g Rose with monthly payment of $ Please be advised that Ms [redacted] has had a continuous past due balance on her account for up to monthsOn November 19, 2016, Ms [redacted] ’ account was cancelled due to nonpayment of services rendered Please note that in an effort to resume Ms [redacted] ’s services on November 23, 2016, T-Mobile agreed to set up a two part payment arrangement with the first installment of $due on December 7, 2016, and the second installment of $due on December 21, Please note that this payment arrangement was contingent upon Ms [redacted] remitting a payment of $November 23, 2016, which she completed It is important to note that the payment arrangement was set up for the past due balance only and did not include current charges; however, as Ms [redacted] ’ account remained active, she continued to be billed for her monthly recurring chargesBelow is an accounting of Ms [redacted] billing statements from December 29, 2016, through March 29, 2017: • Ms [redacted] ’ December 29, 2016, billing statement reflected a total balance due in the amount of $1,Please note that $1,was considered past dueMs [redacted] then assessed $in monthly recurring charges, a late fee and applicable taxes and fees for the billing cycle from November 29, 2016, to December 28, 2016, and was due on January 21, • Ms [redacted] ’ January 29, 2017, billing statement reflected a total balance due in the amount of $2,Please note that $1,was considered past dueMs [redacted] was assessed $in monthly recurring charges, restore from suspend fees, a late fee and applicable taxes and fees for the billing cycle from December 29, 2016, to January 28, 2017, and was due on February 21, • On February 24, Ms [redacted] remitted a payment in the amount of $reducing her past due to $1, • Ms [redacted] ’ March 1, 2017, billing statement reflected a total balance due in the amount of $1,Please note that $1,was considered past dueMs [redacted] was assessed $in monthly recurring charges, a late fee and applicable taxes and fees for the billing cycle from January 29, to February 28, and was due on March 21, • Ms [redacted] ’ March 29, billing statement reflected a total balance due in the amount of $2,Please note that $1,was considered past dueMs [redacted] was assessed $in monthly recurring charges, a late fee and applicable taxes and fees for the billing cycle from March 1, to March 28, and was due on April 21, Please note that pursuant to Ms [redacted] ’ request on March 29, 2017, T-Mobile successfully reopened the aforementioned EIPs, which is reflected on her April 29, 2017, billing statement • Ms [redacted] ’ April 29, 2017, billing statement reflected a total balance due in the amount of $1,Please note that $1,was considered past dueAs MsWilliam’s EIPs were resumed, $1,was reduced from the past due balanceMs [redacted] was assessed $in monthly recurring charges, a late fee, restore from suspension fees, and applicable taxes and fees for the billing cycle from March 29, 2017, to April 28, and was due on May 21, • Ms [redacted] ’ May 29, 2017, billing statement reflected a total balance due in the amount of $1,Please note that $1,was considered past dueMs [redacted] was assessed $in monthly recurring charges, EIP, a late fee and applicable taxes and fees for the billing cycle from March 1, to March 28, and was due on April 21, As an additional courtesy to Ms [redacted] , on June 6, 2017, T-Mobile offered an Extended Payment Schedule (“EPS”)An EPS breaks up the cost of the billing into a maximum of nine equal monthly payments after a payment of 40% of the balance is remittedAs such, Ms [redacted] ’ agreed to make a one-time payment in the amount of $and to break up the remaining balance of $into eight monthly payments in the amount of $due on her billing statements from June 29, 2017, to February 29, with the final payment in the amount of $due on her March 29, 2018, billing statement Upon speaking with Ms [redacted] , T-Mobile was able to confirm the matter has been resolved of to her satisfactionT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

Revdex.com: Thank you for helping me in this matter T-mobile has contacted me and the matter has been resolved Again, thank you

Tell us why here June 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 June 9, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms**, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms**’s concerns within this letter T-Mobile records confirm Ms** completed a Change of Responsibility (“COR”) on January 25, 2016, for four of her five mobile numbers on her T-Mobile accountA COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbersHowever, T-Mobile has no record of a cancellation being requested for the final mobile numberTherefore, Ms**’s account remained active with one line of service As the line of service remained active and Ms** was subscribed to our AutoPay service, T-Mobile drafted the monthly charges assessed through the date of cancellationAutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment supplied by the customer Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)The first notice that T-Mobile received regarding a dispute of this service and associated charges for equipment was on July 7, As this was beyond the dispute period, it is T-Mobile’s position Ms** remains responsible for all charges billed to the account Upon review, our records reflect that on August 22, 2016, Ms** contacted Customer Care at which time her account was cancelled pursuant to her requestAdditionally, it is important to note that T-Mobile provided credits totaling $resulting in Ms**’s account to reflect closed with a zero balance However, in an effort to amicably resolve this matter, T-Mobile has offered to issue a $refund to Ms**Ms** may accept this offer by contacting me directly at the number below within days of the date of this letter 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**’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response

August 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 27, regarding the above-referenced accountT-Mobile is pleased to report we have resolved Mr***’s concerns to his satisfactionAs originally launched, the JUMP! feature provided 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 Equipment Installment Plan (“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 month period beginning six months after enrollmentT-Mobile records confirm that, on February 17, 2015, Mr [redacted] qualified for and took advantage of the JUMP! program by purchasing three Samsung Galaxy Sdevice kits and trading in two Apple iPhone 5S devices and one Apple iPhone 5c deviceT-Mobile records confirm all three Apple devices were received at our return center on February 27, Due to an inadvertent error, the EIP’s for the two Apple iPhone 5S devices remained activeWhen a subsequent request was submitted to complete the JUMP! transaction, the EIP’s associated with the recently purchased Samsung Galaxy Sdevices were closed, instead of those associated with the tradiPhone devicesT-Mobile has issued credits totaling $for all installments that were billed for the Apple handsets from March of through July of On July 20, 2015, Mr [redacted] ported his T-Mobile numbers to another carrier, thus canceling his T-Mobile accountPlease note this was done prior to T-Mobile being able to close out the Apple device EIP’s as paid in fullIf a customer has an open EIP and the account is canceled, any remaining 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 purchaseTherefore, Mr***’s final billing statement will indicate a charge of $for the Apple devicesT-Mobile has applied a credit of $to offset this chargeMr***’s final bill will also be assessed a charge of $for the EIP corresponding with the Samsung device which was not closedIt is important to note T-Mobile will not attempt to collect the remaining balances owed on the additional two Samsung devices that were credited in errorThis is equivalent to a $creditAlthough it is T-Mobile’s position that this is sufficient credit for this transaction, in an effort to amicably resolve this matter, as an additional courtesy, T-Mobile has agreed to apply a credit of $against the remaining balance associated with the Samsung deviceThese remaining charges will be accelerated to final billing statement accordinglyAll credits issued by T-Mobile will be reflected on the final billing statement which will be issued after August 17, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

December 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 December 8, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] surrounding the unauthorized purchase of a handsetPlease be advised that T-Mobile takes account security very seriously and would like to address Mr [redacted] concernsT-Mobile records indicate that on November 24, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note and accessories for the line ending in ***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 installmentsBased on Mr [redacted] personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay $80.99, which is for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $ T-Mobile records indicate on December 6, 2015, Mr [redacted] called in to dispute the purchase of the deviceAfter research, T-Mobile records confirm the purchase of the new equipment was made by an authorized user on Mr [redacted] accountIt is T-Mobile’s stance that authorized users may upgrades lines of service and perform handset exchangesAccordingly it is T-Mobile’s position that all EIP charges are valid and owed for the line ending in ***On December 7, 2015, Mr [redacted] cancelled service on the line ending in ***In an effort to amicably resolve Mr [redacted] concerns, T-Mobile has absolved Mr [redacted] of all EIP charges related to the Samsung Galaxy Note and accessories in the amount of $Additionally, T-Mobile has applied a credit for $for payments made toward the equipmentPlease be advised that T-Mobile has blocked the use of the Samsung Galaxy Note Mr [redacted] account remains active with a balance of $which is due by December 27, for service for the billing period from November 7, to December 6, T-Mobile regrets any inconvenience to Mr***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, INCTy Rollins Executive Response

Complaint: [redacted] I am rejecting this response because: staff from T-Mobile attempted to contact me via email regarding an explanation regarding the complaint Due to being the victim of identity theft, I hardly believe disclosing information such as a social security number through electronic mail is a secure, safe, or sound practice to exercise I left a voice mail for MrAlbertor V [redacted] to contact me at, including my cell phone and my work number However, I never received a phone call from MrV [redacted] , or any of his peers As someone who does conduct investigations for a profession, I hardly believe that two email attempts suffice as a means to conclude an investigation I can only conclude from this response that 1.) the representative attempting to collect information to resolve the complaint is not directly working for the Office of the President from T-Mobile and therefore does not care if the dispute is actually handled, or 2.) conducting the investigation properly would only result in the discovery of a blatant lack of due diligence and professional obligations that T-Mobile should adhere to when assigning contracts worth thousands of dollars to various individuals Specifically, an account was opened by a person who only had my social security number and date of birth The address and spelling of my name were inconsistent with any information on my credit report, and short of drawing suspicion, it should have most certainly not resulted in granting credit to an individual for thousands of dollars My own investigation, which included driving by the suspected residence, revealed an abandoned house with boards on the window As I have notified T-Mobile directly, through the Revdex.com, and each time the debt has been resold to debt collectors of: 1.) Copies of Police Reports 2.) Identify theft affidavits 3.) Credit Report Investigative dispositions that clearly show the debt being deleted, I am left with the assumption that T-Mobile clearly wants the resolution of this complaint to be handled in federal court under the violations that are occurring under the Fair Credit Reporting Act Again, I do not consider this action to be resolved, and am disgusted that an email suffices as a means to conduct an investigation when my contact information was left on MrV [redacted] 's email Sincerely, [redacted]

January 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 December 24, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced in regards to his refundT-Mobile records indicate that on August 22, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 64GB handset in blackEIP 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 monthly installmentsAccordingly, Mr [redacted] was asked to make a down payment in the amount of $plus applicable taxes and agree to a series of monthly installments in the amount of $Regrettably, which has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyWe certainly apologize if one of our employees failed to follow that process for Mr***Please note that customers are not required to return the device to T-Mobile; waiting for the announcement from Samsung about their plan for collecting the recalled handsets is an optionFor those customers that did not want to wait any longer, those who already have their Note 7, regardless of where it was purchased, were able to take that handset back to the retail store for a full refundFor those customers that had their new handset shipped to them, they can also return to their local retail store where a return will be completedT-Mobile records reflect that Mr***’s aforementioned EIP was closed on October 28, 2016, and a corporate refund check was issued in the amount of $Please note that a corporate refund check is issued when the original payment method was cash for the amount of $or above, which can take up to nine to twelve business days to be receivedAfter further review, due to an inadvertent error the aforementioned refund was not issued via pre-paid debit cardIn an effort to amicably resolve Mr***’s concerns on December 30, 2016, T-Mobile refunded the amount of $directly to his bank account ending in which he provided to our Customer Care teamPlease allow 1-business days in order for this to reflect in Mr***’s bank accountAs an additional courtesy to Mr [redacted] on January 2, 2017, T-Mobile issued a one-time credit in the amount of $to his account resulting in an updated balance in the amount of $which is due on or before January 7, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our retail locationT-Mobile regrets any inconvenience to Mr***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, INCShannon 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 me However, their claim that I agreed to an EIP for the tablet is inaccurate, and this was confirmed by a call I received from their customer service when resolving this complaint To be the tablet was supposed to be free and clear of any charges, there was to be NO type of EIP, and apparently many others have had this same issue This nonsensical "well, we're right but we're giving it to him because we're so nice" is not a suitable response.Having said that, I accept the resolution and consider the complaint closed Sincerely, [redacted]

March 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Ms [redacted] with regards to a handset Equipment Installment Plan (“EIP”) not being transferred during a Change of Responsibility (“COR”)T-Mobile records indicate that on January 11, 2017, a COR was initiated on the above account and mobile number ending in was transferred to a new T-Mobile accountOur records show that on January 11, 2017, an EIP for a Samsung Galaxy Shandset was transferred the new T-Mobile account and on January 17, 2017, an EIP for an iPhone tempered glass screen protector was transferred to the new account Please note that T-Mobile has attempted to transfer the iPhone EIP to the new account by sending an E-Signature agreement to the account holder of the account but we have not received an agreement signature back and as a result, Ms [redacted] ’s account currently has a remaining EIP balance for the above handset in the amount of $ On March 21, 2017, in an effort to amicably resolve this matter, T-Mobile has closed out the remaining balance of the iPhone in the amount of $ 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

August 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] has experienced with her account with regards to the Mobile Device Unlock request for her handset Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements A review of Ms [redacted] ’s account confirms that on July 13, 2017, we received a request for a Mobile Device Unlock for the device used on the mobile number ending in *** Please note that Ms [redacted] ’s account is eligible to receive a Mobile Device Unlock for her device As such, on July 16, 2017, T-Mobile emailed Ms [redacted] with the Mobile Device Unlock instructions needed to unlock her device On July 28, 2017, we spoke to Ms [redacted] and advised we could assist her further with completing the Mobile Device Unlock instructions at the retail storeMs [redacted] may visit the retail store should she need more assistance T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response

August 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 July 25, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Mr***, however our attempts have been unsuccessfulTherefore, T- Mobile will attempt to address Mr***’s concerns via this letter to your officeT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any employee failed in any way to display that during Mr***’s recent contact with our third party retail locationT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy SEdge handset on June 8, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device, which can be extended with the addition of an optional Premium Handset Protection (“PHP”) featureDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageAssurant Solutions Inc(“Assurant”) offers the PHP insurance that Mr [redacted] has chosen on his accountThe PHP covers handsets in the event of loss, theft, accidental damage or malfunctionThe deductible that Assurant assesses is non-refundable and payable at the time a repair or replacement is approvedThis deductible applies to each filed and approved claim, and does not reduce the limit of insurancePlease note that the program terms of coverage are provided electronically or mailed to the customer by AssurantA brochure describing the program is also available in T-Mobile stores or online at http://myPHPinfo.comMr [redacted] has an open PHP Claim ID: [redacted] , with AssurantMr [redacted] may visit www.myPHPinfo.com, or contact Assurant at 866-866-6285, with any questions regarding the claim or to complete his claimIn an effort to resolve this matter amicably, T-Mobile applied a one-time courtesy account credit of $to offset the deductible required to complete the insurance claimThe account credit results in a credit balance of $25.52, reflected on the accountPlease note that Mr [redacted] will be responsible for the deductible going forward on any other lost or damaged handsetsT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his businessBased 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

January 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 26, 2017, regarding the above-referenced accountAs you are aware, [redacted] have designated Mr [redacted] as an authorized user of the account T-Mobile regrets that Mr [redacted] has not found our previous responses to be sufficient to address his account concernsAs previously advised, as the number ending in [redacted] does not belong to T-Mobile, we cannot retrieve it on Mr***’s behalfHowever, upon speaking with Mr [redacted] on January 11, 2018, T-Mobile recommended he contact [redacted] with regard to reactivating his mobile number ending in ***; and, should Mr [redacted] be successful in doing so, he may port his mobile number to T-Mobile and submit his mobile number ending in [redacted] for the Carrier Freedom programIn 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 offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulOur records indicate that Mr***’s mobile number ending in [redacted] is eligible for the Carrier Freedom Program Please be advised that this program is a reimbursement program, meaning that the customer will need to pay their balance with the other carrier and T-Mobile will reimburse the customer via a prepaid rebate card for the value of their service contracts and device payments up to $per line when they sign up for qualifying service and finance a new deviceIt is important to note that as of May 31, 2017, for a limited time only, a device trais not requiredFor 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 account The 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 cardPayout of up to $per line via digital prepaid reimbursement card happens typically within days after activation and submission for [redacted] customersPlease be advised the mobile number ending in [redacted] is eligible for the Carrier Freedom reimbursement program Regarding the $balance that remained on the account; regrettably, after a credit was applied to the account, there was a past due balance of $that remained unpaidT-Mobile records confirm that Mr [redacted] was aware of the past due balance on the account as of July 6, 2017, and did not remit a payment to bring the account currentT-Mobile considered the balance valid and owed Mr***’s billing statement dated July 9, 2017, reflected a balance due in the amount of $Mr [redacted] remitted a payment in the amount of $on October 13, 2017, which resulted in a zero balance Should Mr [redacted] have any questions regarding the account or the information provided, he may contact our office at the number listed below, or our Customer Care at [redacted] T-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 [redacted]

May 18, 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 May 5, 2017, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Mr***, which have regrettably proven unsuccessful Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he providedAs such, T-Mobile is unable to provide any details regarding the account in question However, T-Mobile would like the opportunity to speak with Mr [redacted] and work toward an amicable resolutionThe 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, the account holder or 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 Chris P [redacted] Executive Response

Revdex.com: Would like to drop the complaint, went back to store to try again and manager resolved the issue thanks [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]

December 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 December 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] with regards to his T-Mobile paymentOur records indicate that on November 27, 2016, Mr [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $and December 25, 2016, in the amount of $It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customerOn December 8, 2016, Mr [redacted] remitted a cash payment in the amount of $at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement dateT-Mobile regrets any inconvenience to Mr [redacted] On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr [redacted] ’s original form of payment totaling the amount $which he will receive within three business daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCesar R [redacted] Executive Response

January 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated December 4, regarding the above-referenced accountWe regret any concerns to Mr [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address themOur Friends and Family Lines On Us promotion stipulated from November 18, 2016, to November 22, 2016, eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for freeCustomers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the accountOur records indicated Mr [redacted] has two active T-Mobile accountsOn November 24, 2016, Mr [redacted] activated new line of service with mobile number ending in [redacted] under his account number [redacted] Later, on November 27, 2016, Mr [redacted] activated two additional Mobile Internet lines with number ending in [redacted] and [redacted] and another voice line with the number ending in ***As such, two out of the four new lines of service would be eligible to receive the monthly credits to cover the costIn our conversation with Mr [redacted] , he stated that he should have only had two lines added not fourAs such, in an effort to resolve Mr [redacted] ’s concerns on December 20, 2016, T-Mobile cancelled the lines of service ending in [redacted] and ***Additionally, T-Mobile applied a credit of $for service charges on the before mentioned lines of serviceOn Mr [redacted] ’s account number [redacted] , we confirmed that on November 27, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activatedThe Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr [redacted] ’s existing Simple Choice Family voice planAs such, Mr [redacted] was also eligible for our Friends and Family Lines On Us promotion for the additional lines of serviceHowever, the eligible bill credit for a Mobile Internet line can be up to a maximum of $which would not cover the entire cost of Mr [redacted] ’s Mobile Internet line serviceIn order to resolve Mr [redacted] ’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotionThe Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for the new T-Mobile ONE or qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) can receive a discount on the device via monthly bill creditsAlso, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly creditsT-Mobile records indicate on November 29, 2016, Mr [redacted] took advantage of our EIP program and purchased an LG G Stylo Plus handset and an LG G Pad X tabletMr [redacted] remitted payments of $on the LG G Stylo Plus device and $on the LG G Pad X tablet as down paymentsAfter further review, we have confirmed that although Mr [redacted] qualified for both promotion offers, the promotions could not be combinedAs such, on January 1, 2017, Mr [redacted] ’s account [redacted] received the first credit installment of $under the Fall LG Smartphone Offer but will not receive the monthly credits for the LG G Pad On Us promotion as the offers could not be combined and the line of service ending [redacted] has been converted to a voice line hence making it ineligibleWe regret any inconvenience this matter has causedNonetheless, in an effort to resolve Mr [redacted] ’s concerns we agreed to allow him to return both the LG G Stylo Plus device and the LG G Pad X tablet back to T-Mobile for a full refundOur records confirm T-Mobile is in receipt of Mr [redacted] ’s devices and on January 5, 2017, T-Mobile has closed the EIP balances associated with the devices returned and will process a refund of $for the LG G Pad X and $for the LG G Stylo Plus device within ten business daysMr [redacted] ’s accepted all offers 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, INCSal O [redacted] Executive Response

June 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, regarding the above-referenced account T-Mobile regrets any misunderstanding or inconvenience Ms [redacted] experienced regarding her rate plan and the included featuresMs [redacted] is subscribed to our Simple Choice Family Match Unlimited Talk, Text and Data promotional rate plan, which includes certain Un-Carrier features at no additional costIncluded features would be our Simple Global, Stateside International unlimited texting and our new Mobile without BordersMs [redacted] concerns are in relations to our Mobile without Borders; this feature allows unlimited calling and texting between the U.S., Mexico, and Canada, mobile and landline calls included at no additional costCustomers traveling to these areas are also provided high-speed data while roaming in Mexico and Canada (based on network capability and plan allotment) However it should be noted that this feature is to allow our customers to stay connected to their family and friends while traveling to our border countries and is not intended for extended or permanent use in Mexico or Canada and extended use may result in being flagged as an Extreme RoamerPlease be assured that T-Mobile strives to 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 when Ms [redacted] activated her account in a retail location In an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patternsWe strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needsThis assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers Upon careful review of the usage on Ms [redacted] account prior to cancellation; over several months, we have determined that the majority of her usage has not been on the T-Mobile networkIn accordance with the Terms and Conditions of Ms [redacted] service, T-Mobile elected to discontinue the service for mobile numbers ending in [redacted] and *** In an attempt to mitigate any inconvenience to Ms [redacted] , on May 22, 2017, we provided her with advance notice in order to allow her to have sufficient time to make arrangements to find a service provider in the areas that she most frequently uses her mobile phone servicesPlease be advised that two lines of service ending in [redacted] and [redacted] on Ms [redacted] account were set to be cancelled on June 27, At this time, in an effort to amicably resolve Ms [redacted] concern, T-Mobile has provided the unlock information for both mobile devices and under the agreement to block roaming for the mobile number ending in [redacted] and that line of service will continue to have access to service with T-MobileHowever should that line of service for any reason have the roaming block removed and start using services off the T-Mobile network the process of cancellation could be resumed Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Chris L [redacted] sent me an email on may 5th and offered to exchange the cellphone at no costI replied to his email the same day and called him everyday after that and could not talk to himI left him voice mailsI have not heard back from him ever since I do not consider this complaint as resolved Sincerely, [redacted]