T-Mobile USA

November 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 25, 2016, regarding the above-referenced account Please be advised that T-Mobile was able to reach Mr [redacted] on November 2, although he informed us that he was unable to speak with usAt this time, we respond to both your and Mr [redacted] with this letter T-Mobile regrets that Mr [redacted] has been unable to reach our office; please note that we have not received a voice message from him If Mr [redacted] calls the number below and we are not available, we request that he leave a voice message with his T-Mobile mobile number and a number where he can be reached so that we can ensure that his call is returned promptly We also regret that his handset concerns have not been resolved to his satisfaction at this time T-Mobile records confirm that we last placed a handset exchange order for Mr***’s non-working Samsung Galaxy SEDGE handset on September 30, and the replacement handset was delivered to a retail location on October 20, 2016; due to an equipment backorder Our records from October 22, show that the handset exchange order was cancelled because Mr***’s handset had physical damage, which voids the limited warranty Mr [redacted] was advised to contact Assurant to file a claim although the claim with them although the claim was denied by them Mr***’s mobile number ending in subscribes to the optional Premium Handset Protection (“PHP”) for $per month If Assurant would have approved a claim for the Samsung Galaxy SEDGE handset, the cost of the deductible is $ In an effort to assist Mr [redacted] with replacing his handset, we can offer to send a replacement Samsung Galaxy SEDGE handset to Mr [redacted] for $175.00, which is the same cost he would pay to file a claim with Assurant Mr [redacted] may then return his non-working handset to my attention In the alternative, if Mr [redacted] believes that the damage to his handset was caused as a result of a manufacturing flaw, he may contact Samsung directly at (888) 987- Samsung should be able to take the phone in for inspection to validate if the damage to the handset was a result of a manufacturing flaw or a result of physical damage caused by the user of the handset T-Mobile regrets any inconvenience that Mr [redacted] may have experienced and we appreciate his business 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 Ally Y [redacted] Executive Response

RevDex.com:The reason we are accepting this response is because something is better than nothing. We do not take this response lightly, nor do we feel it is a fair response. T-Mobile gave use a credit of $135.00 for my phone, which I owned, not for the phone in question that was leased by [redacted] Further***, T-Mobile prides themselves on customer service which has been nothing but horrible since we joined and that is very disappointing. My husband spoke to three different T-Mobile customer service representatives until he got to one that apologized for the "inconvenience" and that "someone will be calling him back due to the fact that not many employees are familiar with how this program works because it is so new." No one called him back. The only reason we got a call back is because we made this complaint with the BBB.The employee at T-Mobile that we signed up with ensured us that the "jump" program was eligible and they would pay his final bill from our previous provider. As far as I know, when I go somewhere I trust the employee to have the knowledge of their services provided. Everything we have heard from a T-Mobile employee has been a lie. T-Mobile employees have also told us that the "jump" program at one time was eligible until corporate told them that it was no longer eligible. Last, but not least, I asked several times for Ruben at the office of the CEO to send me our signed contracts showing that we accepted the terms and conditions and he "beat around the bush" sending me a website showing the terms, which is not a legal or binding document. Thanks.Disappointed and lied to, [redacted] ***

Complaint: [redacted] I am rejecting this response because: filled complain last month # [redacted] about the problem and how its been month every month I have to call to correct the billing t mobile closed the case as fixed / solved which is not truethey didn't provide the restitution I asked for now just received the billing again for august and still incorrect t-mobile is very shady company doing business this way and hopping to make more money than whats agreed oni'd like t mobile to correct the issue and pay for their neglect if this is not fixed properly and proper resolution met that I accept I will take all and every legal action possiblethis time whoever contact me should have the power and authority to speak on behalf t-mobile not an incompetent years old Sincerely, [redacted]

July 11, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May... Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 4, 2017, regarding the above-referenced account. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] ’s recent calls to Customer Care. T-Mobile records confirm that on February 14, 2017, Mr. [redacted] activated service with mobile numbers ending in [redacted] and ***. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current” which we bill a month in advanced. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. In Mr. [redacted] ’s letter to your office, he indicates that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile records confirm that Mr. [redacted] canceled his account on February 21, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted] ’s billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through March 14, 2017. Further records confirm that on March 5, 2017, Mr. [redacted] remitted payment in the amount of $120.00 leaving the account with a zero balance. On May 23, 2017, and July 4, 2017, T-Mobile requested a refund in the amount of $120.00. However, as the account did not have a credit balance of $120.00 the refund was denied. To amicably resolve this matter, on July 6, 2017, T-Mobile credited $120.00 leaving the account with a credit balance of $120.00 and refunded Mr. [redacted] $120.00 to his financial institute. Please be advised that Mr. [redacted] is aware that the refund will take up to three business days to be deposited. 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. Chris L [redacted] Executive Response

September 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 1, 2015, regarding the above-referenced account T-Mobile is pleased to report that we have resolved this matter with Mr [redacted] to his satisfaction We regret any inconvenience Mr [redacted] experienced with his Sony Xperia handset On January 20, Mr [redacted] purchased a Sony Xperia Z handset which included a one-year Limited Warranty provided by the manufacturer of the device During the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage On September 1, 2015, our office contacted Mr [redacted] and due to fact that Mr [redacted] has replaced his handset several times and continues to remain unsatisfied, as a courtesy, T-Mobile has agreed to allow Mr [redacted] to return the Sony Xperia Zhandset to our office Upon receipt of the device is acceptable working condition along with the charger T-Mobile will apply a credit of $to the current Equipment Installment Plan (EIP), which will remove this charge completely from his account We recommend that Mr [redacted] send the device via a traceable carrier ( [redacted] ***), request a tracking number when shipping and include his account information in the box to ensure proper credit is given to the correct account In order to take advantage of this offer, the package must be post marked by September 30, Mr [redacted] has been advised to send the equipment to: T-Mobile USA, Inc Attn: Alberto V [redacted] Albuquerque, NM Mr [redacted] has accepted this offer as a resolution to his concerns T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Very truly yours, T-MOBILE USA, INC Mercedes B [redacted] Executive Response

Complaint: [redacted] Date Sent: 5/27/12:13:AMComplaint: [redacted] I am rejecting this response because:when we signed up for the 4th line the agent at T-Mobile assure of more discounts on our 4th line added than what we had previouslythe agent never told us it was a months commitment plan we had on the Samsung on device and if calls are recorded as they state I would like to hear them all!!!when I called recently and spoke to an agent that was based in phoenix he stated that T-Mobile will keep charging me for my service and lines each month since I decided not to cancel my service that I just transferred my service, so the agent was giving me additional charged that were added recently and I was even more upset!!4.I have tried getting hold of Mercedes V [redacted] via email I have had no response so it looks like she doesn't receive email responses and I will attach you the email I sent her on April 18th that I did not get a respond from her yetshe may have called me during her time zone but as far as my time zone I may be sleeping and I don't answer my phoneI have made a payment of $as am to the point were I don't seem to some how finish from T-Mobile and cut all ties so I can move on every time I call I get a different answers and more additional charges are been addedplus I don't want them to send me to collection I have had them for over years and this is how my service will end with them so to me this business is appallingmy husband have been tying to call Mercedes V [redacted] but she was away for few days and we have not contacted her since she's been backI just want this nightmare with T-Mobile to end I work a part time job and my husband does not have a job he looks after my years old son, I don't make much money so there fore I cannot afford to pay this balance off at 1x I need to make a living and also try and pay T-Mobile off in an installment as much as I cansorry I am not been able to attach the email if you can give me an email and I can forward it to that would be greatSincerely, [redacted]

April 6, 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 a letter dated March 29, 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 account T-Mobile regrets any concerns Mr [redacted] experienced in regards to the above-referenced accountT-Mobile records confirm that on November 20, 2016, Mr [redacted] activated a postpaid account with four voice lines of serviceAt the time of activation Mr***’s account was subscribed to the T-Mobile ONE rate planIt is important to note that from November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or a qualifying Simple Choice rate plan could get up to two additional lines for free Although T-Mobile records confirm that Mr***’s account qualified for two voice lines free offer, due to an inadvertent error, Mr***’s account has only received one credit of $per billing cycle since the date of activationPlease note that due to system limitations T-Mobile is unable to provide Mr***’s account with the monthly promotional credit of $per monthTherefore, on February 28, 2017, T-Mobile applied a credit of $to Mr***’s account, for the $credit Mr***’s account should be receiving for a 24-month termAs Mr***’s account had a balance owed of $195.88, for the billing cycle charges from February 21, 2017, through March 20, 2017, the credit brought Mr***’s account to a credit balance of $Mr [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 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with her equipmentT-Mobile records reflect that Ms [redacted] purchased an LG Ghandset on February 17, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her LG Gvia T-Mobile’s Handset Exchange ProgramAlternatively, Ms [redacted] can replace her LG Gthrough a post-exchange program 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 damageCurrently, Ms [redacted] is eligible to receive the same model device as replacement through our Handset Exchange ProgramIn an effort to amicably resolve this issue, T-Mobile has mailed Ms [redacted] an iPhone 16GB to replace her LG Gat no costIncluded in the box is a return label for Ms [redacted] to send the non-working LG Gback to our officeMs [redacted] must return the non-working LG Gwith the included mailing label within days of receiving the iPhone If the LG Gis not received within days, Ms***’s account will be assessed a $non-return feeFinally, Ms [redacted] must return her LG Gin good condition, without physical or liquid damageBased 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, INCBrian W [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I have reached out to the contact and we have been unable to successfully reach the agentThe issue still comes to that my decisions were based on the information given by the representative in the store which were inaccurate at bestthe contracts entered were made based on informationHad I been told the truth there would not be an issue It is true part of my issue has been resolved reinstating my plan to the lower costAs the additional line added was never needed or asked for.This line has been canceledHowever there is still the issue of the phone purchase that was made when it was not neededI hope to be able to talk to the TMobile customer service representativeI will reach out again to the provided customer service 4/in hopes to sync with them Sincerely, [redacted]

November 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 October 25, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfactionT-Mobile regrets to hear of any billing concerns that Ms [redacted] has experienced and appreciates the opportunity to respond to her concernsT-Mobile records indicate that on August 15, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S Edge 32GB SilverAdditionally, on September 2, 2016, Ms [redacted] purchased a second Samsung Galaxy S Edge handsetEIP 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 24-monthly installmentsAs of the time of Ms***’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a 14-day return period which allowed Ms [redacted] to use the equipment to see if it meets her 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 purchaseUpon further review of Ms***’s account, T-Mobile determined that both of the non-working Samsung Galaxy SEdge’s had not been utilized since August 22, 2016, and September 8, In an effort to amicably resolve Ms***’s concerns, on September 8, 2016, T-Mobile issued a one-time credit in the amount of $Additionally, on November 1, 2016, T-Mobile issued a one-time credit in the amount of $for the second handset resulting in an updated zero balanceT-Mobile regrets any inconvenience or misunderstanding that Ms [redacted] may have experienced when cancelling her service with T-MobileT-Mobile records confirm that Ms [redacted] cancelled her mobile number ending in [redacted] on September 9, Ms***’s billing cycle ran from the 17th of the month to the 16th of the following monthPursuant to T-Mobile’s policy, customers may be billed through the end of their current bill cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through September 16, It is important to note that Ms***’s account remains closed with a zero balancePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our retail location and our Customer Care departmentBased 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, INCChris L [redacted] Executive Response

June 14, 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 2, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding her accountT-Mobile records indicate that on May 14, 2017, T-Mobile Customer Care offered to apply a credit in the amount of $for the remaining balance of Ms [redacted] ’s Samsung Galaxy SEdge 32GB device However, due to an administrative error, the credit was applied to the incorrect handsetUpon speaking with Ms [redacted] on June 5, 2017, she was informed that Customer Care had reversed the credit applied towards the Samsung Note device and waived the remaining balance for Samsung Galaxy SEdge as offeredT-Mobile is pleased to confirm that Ms [redacted] accepted the information provided as a resolutionT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

September 2, 2015 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 28, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to our early termination fee reimbursement program. As stated in our July 1, 2015 response, our records confirm that Ms. [redacted] activated the above referenced account on August 11, 2014. Regrettably, our records confirm that the documents required for reimbursement were not received. As such, a reimbursement was not issued to Ms. ***. However, in our July 1, 2015 response, Ms. [redacted] was offered to send her itemized final billing statement from her previous provider to our office no later than July 15, 2015, and upon receipt and review, a refund for the qualifying charges would be sent to her. Regrettably, the itemized billing statement was not received in our office, and as such, a refund was not provided to Ms. ***. In an effort to amicably resolve Ms. ***’s concerns, T-Mobile has extended the offer to send her itemized billing statement, showing the early termination fees from her previous provider, to our office no later than September 30, 2015. Ms. [redacted] may send the billing statement, to my attention, via facsimile to [redacted] , or via an email to [redacted] @T-Mobile.com. Upon receipt and review of the documents, a refund will be issued to Ms. ***. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P [redacted] Executive Response

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 March 31, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced in regards to his T-Mobile accountPlease be advised that T-Mobile records reflect that Mr [redacted] had four voice lines on the Simple Choice Unilimited Talk, Text, and GBs of 4G/LTE high speed data T-Mobile records confirm that Mr [redacted] canceled his mobile numbers ending in [redacted] and [redacted] on July 12, 2016, when he ported them to another service providerMr [redacted] then canceled mobile number ending in [redacted] on September 25, by porting it to a new service provider It is important to note that T-Mobile has no record of Mr [redacted] requesting either a rate plan change or cancellation for the mobile number ending in [redacted] prior to January 17, Mr***’s billing cycle ran from the 11th of one month to the 10th 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-cycleAs such, per Mr***’s request, the mobile number ending in [redacted] was canceled when the billing cycle was completed on February 10, Upon speaking with Mr [redacted] on April 11, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $to cover his final balancePlease note that Mr***’s remains canceled with a zero balanceT-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***’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 Juan B [redacted] Executive Response

June 20, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 June 12, 2017 regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] - [redacted] continues to have concerns regarding her handset return. As shared in our previous correspondence to your office, though we do not show receipt of Ms. [redacted] - [redacted] ’s handsets, we processed the return on good faith that the handsets were being returned. This was done on June 12, 2017 at which time a refund was issued to the original form of payment of $167.98 per handset. As we processed the return, a notification was sent to Ms. [redacted] - [redacted] notifying her of the return being processed even though we are not in receipt of her handsets. As we also advised, Ms. [redacted] - [redacted] should have allowed seven to ten days from June 12, 2017 to receive her refund. If Ms. [redacted] - [redacted] has still not received her refund, she may contact me at the number below. We regret any inconvenience to Ms. [redacted] - [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. David T [redacted] Executive Response

August 4, 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 July 27, 2017, regarding the above-referenced accountPlease be advised that the T-Mobile account holder of records is [redacted] and [redacted] has been designated as an authorized userPlease also note that T-Mobile has made attempts to contact [redacted] via the phone number and e-mail address provided in her correspondence to your office which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns in this letter T-Mobile regrets any billing concerns [redacted] and [redacted] have experiencedT-Mobile records indicate [redacted] started service with two lines on December 17, 2016, and selected our T-Mobile ONE rate plan for $for two lines of service, and subscribed to our JUMP! feature for $per month, per lineAdditionally, our records indicate [redacted] purchased two Apple iPhone Plus handsets using our Equipment Installment Plan (“EIP”) offeringAt the time of [redacted] ***’ purchase, she was required to make a down payment of $per handset, and agreed to monthly installments of $per handset Review of the account confirms that from the dates of January 17, 2017, through July 6, 2017, the account was suspended for non-payment on seven different occasionsPursuant to T-Mobile policy, if an account is suspended for non-payment and later restored, a fee of up to $plus applicable taxes per line may be charged to the accountHowever, as a courtesy, T-Mobile has issued credits of $for two to the restore from suspend fees charged Furthermore, [redacted] was sent a billing statement dated July 18, 2017, in the amount of $668.76, which consisted of a past due balance of $652.83, as well as prorated monthly recurring charges for services while the account was suspended from July19, 2017, through August 18, 2017, of $ Following a conversation with our Customer Care on July 27, 2017, T-Mobile agreed to restore services to the account following a payment of $and agreed to the following payment arrangement for the remaining balance of $344.90; a payment of $to be made on August 3, 2017, and a payment in the amount of $to be made on August 17, As of the date of this letter, the account remains active with the abovementioned payment arrangement scheduled T-Mobile would like the opportunity to resolve this matter amicably with [redacted] ***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matterT-Mobile regrets any inconvenience to the ***’ and we appreciate the opportunity to address their 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 Ronnie A [redacted] Executive Response

October 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 27, 2016, regarding the above-referenced account We regret to hear that [redacted] is having any complications with their deviceT-Mobile records indicate that on September 23, 2015, the [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Stylo 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 At the time of purchase, they were not required to make a down payment; however, they agreed to pay for the taxes on the full retail price The [redacted] then agreed to a series of monthly installments in the amount of $12.09, which appeared on the first bill following the purchase of the device By purchasing T-Mobile equipment, [redacted] received a one-year Limited Warranty provided by the manufacturer of their device During the Limited Warranty period, [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model which can be new to like new, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage On September 16, 2016, a handset replacement was ordered for the [redacted] ’s non-working handset, and it was shipped to them on September 17, Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed Although, it was disclosed and accepted by the [redacted] to complete the handset exchange and return the defective unit, T-Mobile is willing to allow them to keep the defective device and waive the non-return fee; however we will need to block the International Mobile Equipment Identifier (“IMEI”) from being able to be used Should the [redacted] prefer to return the like new replacement that was ordered on September 16, 2016, as a one-time courtesy T-Mobile is willing to provide our customer with a brand new replacement device, the LG Stylo2, at no costIn exchange our customer would be required to return both the defective LG Stylo as well as the like new replacement device ordered on September 16, However, it is important to note that going forward should our customer’s device need to be replaced through our limited warranty program, as indicated above, a new or like new device will provided in exchange for their non-working device If the [redacted] would like to take advantage of either of these offers, they may contact me directly in writing at the address listed belowT-Mobile will leave both options open for a period of days from the date of this letter 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 Christina S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I had reached out to Ronnie via email with no reply and also left voicemail with no responseI do not accept the offer because it doesn't have anything to do with a past due balance because all balances were up to dateI feel it a cop out on the company behave using my personal credit card as a feel will I want my entire bill or at least half for the consistent error on they behalf and on top of that acknowledgement of wrongdoingIt's only right Sincerely, [redacted] ***

May 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 16, 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 Mr***’s concerns within this letter T-Mobile regrets any inconvenience that Mr [redacted] experienced regarding his cancelled T-Mobile accountT-Mobile records confirm that on November 25, 2014, Mr [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of a Google Nexus Gigabyte (“GB”) handsetIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled on December 1, due to Mr [redacted] transferring his number to another service provider, the remaining EIP balance of $was accelerated and posted to the final billing statement dated December 7, Please note that as a result of cancellation, Mr [redacted] received prorated credits in the amount of $13.82, bringing the total balance owed to $It is important to note that once Mr***’s account was cancelled, his online account access was removed and he was sent a copy of his final billing statement via U.SmailHowever, that mailed correspondence was returned to T-Mobile and subsequently, to prevent sending Customer Propriety Network Information (“CPNI”) to an invalid address, T-Mobile stopped sending correspondence via mailPlease note that since T-Mobile received no payment toward the balance referenced above; therefore, on March 2, T-Mobile referred Mr***’s account to an outside collection agencyIn an effort to amicably resolve Mr***’s concerns, on May 18, 2016, T-Mobile has received Mr***’s payment of $bringing the balance owed to zeroT-Mobile has since removed the account from collections, and as a gesture of goodwill, has instructed that the negative reporting be removed, which can take up to daysPlease note that Mr***’s account remains cancelled with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

December 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 22, 2015, 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 Mr***’s concerns within this letterT-Mobile regrets any misunderstanding about our reimbursement programAs Mr [redacted] mentions in his correspondence, he elected to participate in T-Mobile’s reimbursement program whereby early termination fees from other carriers are reimbursed upon switching to T-MobileThere are several eligibility requirements that new T-Mobile customers must meet in order to receive their reimbursementOne of those requirements is that a reimbursement form and a final billing statement are submitted to T-Mobile at www.switch2t-mobile.com within two (2) months of activationT-Mobile records indicate that on July 25, 2015, T-Mobile received a submission for the mobile number ending in ***Unfortunately, the submission did not reflect the amount that was charged to Mr [redacted] by the previous carrier in relation to the mobile numberTherefore, on July 27, 2015, Mr***’s submission was declinedAdditionally, T-Mobile records indicate that no submission was received for any other mobile numbers on Mr***’s accountNevertheless, although it is outside the day period provided to Mr [redacted] to submit the required documentation, in an effort to amicably resolve the matter, T-Mobile will extend the original offer to Mr***Mr [redacted] will need to submit an itemized billing statement within days of this letter, directly to the Executive Office, reflecting the mobile numbers ending in ***, ***, ***, ***, and/or [redacted] and the corresponding early termination fees that were charged by his previous service providerMr [redacted] may email the documentation to [redacted] or he may mail it directly to my attention at: [redacted] Upon receipt of Mr***’s submission, T-Mobile will review the charged amounts and determine the reimbursement amount due to Mr***Once approved T-Mobile will mail Mr [redacted] a prepaid Visa card, directly to the billing address in the amount owedShould Mr [redacted] wish to discuss this matter further he may contact me directly at the number listed belowBased 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 8, 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 April 2017, regarding the above-referenced account Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] experience with our Executive Response Team T-Mobile records indicate that on December 5, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Gear SSmartwatch Mr [redacted] was not required to make a down payment; however, he agreed to pay for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $ Please be advised that T-Mobile spoke with Mr [redacted] on April 7, and explained our position as stated in our previous correspondence to your office on April 3, with regard to his coverage and his most recent billing statementAdditionally, Mr [redacted] reported sending the Samsung Gear SSmartwatch to T-Mobile and requested to have the device removed from his accountIt is important to note that T-Mobile does not have any record reflecting the Samsung Gear SSmartwatch being scanned into our return warehouse As a courtesy, and in and an effort to amicably resolve this matter, T-Mobile removed the Samsung Gear SSmartwatch from Mr [redacted] ’s account on April 7, Additionally, T-Mobile issued a credit to the account in the amount of $for the most recent billing statement EIP charge for the Samsung Gear SSmartwatch bringing the account balance to $Mr [redacted] has accepted this as resolution to his concernsT-Mobile regrets any inconvenience to Mr [redacted] T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business 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 Christopher R [redacted] Executive Response