T-Mobile USA

October 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 September 28, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her billing concernsWe appreciate the opportunity to respond to Ms***’s concernsT-Mobile records reflect that on August 6, 2016, an LTE Signal Booster was ordered for Ms***’s in-home use in an effort to enhance her coverage experienceIt should be noted that at that time a return was generated for Ms***’s previous Coverage Solutions DeviceIt should be noted that on September 7, 2016, a Coverage Solutions Device non-return fee was assessed on Ms***’s account totaling $Please be advised that Ms [redacted] was assessed $as the non-return fee and $in applicable taxesT-Mobile records confirm that Ms***’s billing statement dated September 18, 2016, carried a total balance due of $Please be advised that $was considered past due, and included her non-return feeMs [redacted] was assessed $in current statement charges for monthly access and applicable taxes and fees for service between August 19, 2016, and September 18, Ms***’s past due amount was immediately due, and her current statement charges was due in full by October 11, Upon reviewing Ms***’s return of her Coverage Solutions device, our records do not indicate that the serial number of the device has been scanned as received by our warehouseHowever, in an effort to resolve this matter, on September 30, 2016, T-Mobile absolved Ms [redacted] of the assessed non-return feeAdditionally, T-Mobile absolved Ms [redacted] of her current statement chargesPlease be advised that Ms***’s account remains active with a zero balanceIt should also be noted that T-Mobile is not a credit reporting entityAs such, Ms***’s credit report will not be affected by the Coverage Solutions Device non-return feePlease 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 contact with our Customer CareBased 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, INCJason A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Yes this here is odd; he again complains that I was uncontactable, but upon receiving his email I replied back, but he does not acknowledge that and he didn't respond back himselfI would like T-Mobile to furthermore acknowledge their business infringes the Americans with Disabilities ActI'm a bed ridden old man with brain damage, here is my neuro-psych eval stating basically such: [redacted] The documents indicates due to brain damage I suffer visual memory and auditory retention issuesGiven T-Mobile's lack of ADA compliance, they practice really shady communication skills, evidenced by the screen shots of conversations I attached beforeThey fail to ensure disabled customers have access to their businesses and are treated fairlyI clearly told the representative "yes" to sign me upThe rep performed no further discussion about itThey waited hours to respond to a question I had on an unrelated switch to T-Mobile One issue, and given my disability I was left clueless as to whether I was signed up for the free add a line or notT-Mobile blames me for the matter, and at which point I'm to blame is limited to my disability, and T-Mobile's lack of ADA complianceAnd now, T-Mobile "declines to acknowledge" their issues, in order to save money to boost profit by attempting to charge me for the free line and have every complaint filed against them dismissed in a strong armed fashionAs a person with disabilities, I was unable to follow T-Mobile's conversation with me, in which they refused to even discuss the matter or follow up with it, and they didn't even tell me they had failed not to add the extra lineAs a disabled person, I'd need them to actually keep me informed on the progress they made or didn't make on the issue to follow along properlyThey believe I should have followed up to make sure I was signed up apparently, and impossible feat given the low quality communication and engagement by T-MobileUnfortunately for me, it's no loss on T-Mobile's part unless they get sued and forced to comply- forced to acknowledge their mistake, which is why they're so snobby in the Revdex.com complaintsOn the side claim, the company was negligent to sign me up and follow up after the conversation, even switching representatives mid-way between the conversation and waiting hours to respond to my affirmative "yes" to have the line addedI'm now out of $40/month of owed value to my plan, perhaps I should sue over the issue? That's quite a chunk of change T-Mobile is attempting to bilk me out ofThat's $dollars per year they are refusing to provide me over this matter, in which I believe I'm owed, and it's now my loss financiallyT-Mobile did offer to buy me out of my lines, doing so knowing I owe less than what the phones are worthThe devices can be sold online used on craigslists for more than I need to pay T-Mobile, ensuring even if the devices were returned to T-Mobile, they'd make a killer profit selling the devices used (I could do the same- Pay off T-Mobile, and have profit to spare)I owe around $1500, but the devices could be sold for $2000+ in "used" aftermarket stateGiven this evidence it's obvious their interest in this conversation has been purely about boosting corporate profit, at the expense of services and customers, per usualThey've made absolutely no effort to accommodate me or to rectify the matterThat's their style Sincerely, [redacted]

August 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 5, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] satisfactionT-Mobile is delighted that Mr [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier familyWe regret hearing of Mr [redacted] concerns with our Carrier Freedom promotion and the status of his submissionAs Mr [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulFor new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inThe second payment 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 to the prior carrier and subtracting the amount already paid for the trade-inIt is important to note that not all locations are able to directly accept tradevicesSome locations, like the one at which Mr [redacted] processed his upgrade, require that the customer mail the eligible device being tradto a return centerIn these instances, the retail representative inspects the device and provides information as to the amount of the potential travalue of the device based upon its condition at the time of inspectionThe customer is then presented with the terms and conditions of the traand if the customer is agreeable, the retail location then provides a mailing label and shipping envelope for the device, which must be returned within days in the same condition as when presented for inspectionT-Mobile records reflect that on June 11, 2016, Mr [redacted] was issues a pre-paid mailing label to mail his trahandsets to our warehouseT-Mobile records further confirm that on June 16, 2016, both handsets were received by our warehouseIt should be noted that a tracredit in the amount of $was applied to Mr [redacted] account for the two handset’s received leaving the account in an active state with a revised credit balance $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, INCJames H [redacted] Executive Response

August 9, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc.... (“T-Mobile”) is in receipt of your correspondence dated August 2, 2016, regarding the above-referenced account. T-Mobile regrets any Change of Responsibility (“COR”) concerns Ms. [redacted] has experienced. A 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 business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate that on June 5, 2016, Ms. [redacted] ’s mobile numbers ending in [redacted] and [redacted] were transferred from the account number [redacted] to account number [redacted] . After the transfer was complete, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung J7 handsets. 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 24 installments. T-Mobile investigated this matter and found that the COR for Ms. [redacted] ’s mobile numbers ending in [redacted] and [redacted] was processed on June 24, 2016. As of that date, Ms. [redacted] was no longer financially responsible for the mobile numbers ending in [redacted] and ***. It is important to note that the above-mentioned EIP balances were not transferred to the new account at the time of the COR. When the account was canceled on June 24, 2016, the remaining EIP balance of $459.98 was accelerated and posted to the final billing statement dated July 7, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Nevertheless, on August 8, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $459.98 to the account number [redacted] for the remaining EIP balances for the two Samsung J7 handsets. Account number [redacted] remains closed with a zero balance. Additionally, T-Mobile issued a courtesy credit of $136.00 to account number [redacted] . Account number [redacted] currently reflects a credit balance of $136.00. T-Mobile regrets any inconvenience to Ms. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. William B [redacted] Executive Response

July 26, 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 20, 2017, regarding the above-referenced account T-Mobile regrets any continuous concerns Ms [redacted] has regarding a mobile device unlock requestAs stated in our correspondence to your office dated June 29, 2017, Ms [redacted] was provided with an unlock code and mobile device unlock instructions for her deviceHowever, upon speaking with Ms [redacted] on July 24, 2017, she mentioned she has been unable to successfully unlock her deviceIn an effort to amicably resolve this matter T-Mobile recommended Ms [redacted] to visit a T-Mobile retail location to assist her in completing her mobile device unlockMs [redacted] should also not continue to attempt unlocking the device herself as there is the possibility that it will be permanently locked and the code will no longer workMs [redacted] accepted this direction and next steps as resolutionT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

Tell us why here August 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 22, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] and [redacted] has been designated as an authorized user of the account T-Mobile regrets any inconvenience Ms [redacted] may have experienced with respect to her Carrier Freedom reimbursementIn order to qualify for the Carrier Freedom reimbursement, Ms [redacted] was to port her numbers in from another carrier, trathe handsets she was using with her previous carrier, and then submit her final bill from her previous carrier online at www.Switch2T-Mobile.comThe final bill was to include the final early termination fees (“ETFs”) charged by her previous carrierPlease note that T-Mobile records confirm that Ms [redacted] only traded in one handset out of the three mobile phone lines and in addition, the billing statement she submitted did not clearly show the ETFs charged and as such she was not eligible for the promotion On August 29, 2017, in an effort to amicably resolve this matter, T-Mobile issued a billing credit in the amount of $updating Ms [redacted] ’ account to a credit balance of $Ms [redacted] was satisfied with this offer as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

February 24, 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 February 18, 2017, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets hearing of Mr. [redacted] ’s concerns with our recent and exciting 2016 Apple Black Friday offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] ’s recent contact with our Customer Care department. The 2016 Apple Black Friday offer provided for a limited time, from November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or for free. T-Mobile records confirm that at the time of the promotion Mr. [redacted] was and continues to be subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text with 2.5GB of Data per line rate plan. As Mr. [redacted] ’s rate plan is not an Unlimited Data rate plan, Mr. [redacted] ’s account is not eligible for the 2016 Apple Black Friday offer based on the eligibility requirements mentioned above. Records further confirm that on November 26, 2016, Mr. [redacted] purchased an iPhone 7 32GB device and elected to finance it with our Equipment Installment Plan (“EIP”) program. Mr. [redacted] paid a down payment in the amount of $50.00 and agreed to 24 monthly installments in the amount of $25.00. Further review confirms that at the time of purchase, Mr. [redacted] traded-in an iPhone 5s and received $50.00 in trade- in credits that were used at the time of purchase to cover Mr. [redacted] ’s down payment. If eligible for the promotion; Mr. [redacted] would have been responsible for only $350.00 for his new iPhone 7 32GB device after trade-in and promotional bill credits. On February 23, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information mentioned above. In an effort to amicably resolve this matter, on February 23, 2017, T-Mobile issued equipment credits in the amount of $249.99 leaving Mr. [redacted] responsible for only $350.00 for his new iPhone 7 32GB device. T-Mobile regrets any inconvenience to Mr. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Maggie R [redacted] Executive Response

October 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 October 16, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any inconvenience to Mr [redacted] regarding this non-return feeOn June 12, 2016, Mr [redacted] contacted Assurant Solutions Inc(“Assurant”) in regards to his damaged equipment, and Assurant ordered a replacement Samsung Galaxy SGold handset that was shipped to himPlease be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their damaged equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such, Mr [redacted] was charged $for the non-return fee and applicable taxesAs a courtesy to Mr [redacted] , on October 19, 2016, T-Mobile agreed to waive this charge and issued a credit to Mr [redacted] ’s account in the amount of $This credit lowered the balance to $which consists of the October 2, billing statementBased 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, INCJames G [redacted] Executive Response

September 22, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May... Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 12, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account and appreciates the opportunity to address her concerns. T-Mobile records reflect that Ms. [redacted] activated three new mobile numbers ending in [redacted] on August 26, 2015, [redacted] on March 22, 2017, and 2076 on June 5, 2017. T-Mobile records indicate that from August 22, 2015, through June 5, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Prime, Apple iPhone 32GB, and Apple iPhone 6s 16GB. 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 24 monthly installments. As Ms. [redacted] mentioned in her correspondence to your office on September 12, 2017, she indicated that she requested to utilize the JUMP! Benefit on her line ending in ***. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. Unfortunately, due to an inadvertent system issue Ms. [redacted] was unable to redeem the JUMP! Benefit at the initial retail store she visited. Please be advised that the services described in Ms. [redacted] ’s letter are services offered by T-Mobile TV, a third-party service provider whose application is loaded on Ms. [redacted] ’s handset. T-Mobile TV is a free and monthly subscription service that provides T-Mobile customers with access to live news and sports events as well as convenient access to primetime TV and children’s programming. Although a portion of the services are free, in order to receive the premium services for which she was billed, she accepted the terms and fees presented on the handset. Although it is T-Mobile’s position that all of the charges for the monthly subscription are valid, on June 5, 2017, a credit in the amount of $506.61 was issued to the account for the disputed T-Mobile TV charges. In an effort to amicably resolve Ms. [redacted] ’s concerns, on September 12, 2017, T-Mobile applied a credit of $302.36 for the services associated with the above mentioned lines of service. T-Mobile also changed Ms. [redacted] ’s rate plan to our promotional T-Mobile One two line rate plan for $110.00 per month. Please note that this promotional rate plan has the option to receive a $5.00 monthly bill credit per line when enrolled in autopay, effectively making the plan two lines for $100.00 should Ms. [redacted] add autopay. As an additional gesture of goodwill, T-Mobile will allow Ms. [redacted] to return the equipment she is no longer using to my attention within 30 days of the date of this letter at the address below. Once in receipt of the equipment, T-Mobile will absolve Ms. [redacted] of the remaining EIP balance. Executive Response Attention: Andrew S [redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 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 Ms. [redacted] ’s recent visit to our retail location. T-Mobile regrets any inconvenience to Ms. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Andrew S [redacted] Executive Response

March 12, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in... receipt of your correspondence dated March 6, 2016, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards the included data service features in his original rate plan. A review of Mr. [redacted] account confirms that the T-Zones feature he is referring to in his correspondence to your office was removed from the account as of February 10, 2013, pursuant to Mr. [redacted] request following a rate plan change. At that time, Mr. [redacted] elected to change his rate plan to the Value 500 Minute Talk rate plan that provided him with 500 minutes and 200MB of data per month for $39.99 plus tax, and applicable fees. Please be advised that from time to time T-Mobile re-evaluates available rate plan offerings and may choose to grandfather certain rate plans and features as was the case with Mr. [redacted] Value 500 Minute Talk rate plan. Our records reflect that on January 10, 2016, Mr. [redacted] was subscribed to the Simple Starter Unlimited Calling Texting and 500MB of data price plan which provides unlimited calling, unlimited texting, and 500MB of data for $40.00 per month plus tax, and applicable fees. It is important to note that Mr. [redacted] rate plan was changed because T-Mobile has chosen to no longer support the Value 500 Minute Talk rate plan. As Mr. [redacted] grandfathered rate plan totaled $39.99 and the new rate plan totaled $40.00, it is our position that Mr. [redacted] has been moved to a comparable rate plan in regards to cost and services. Nevertheless, in an effort to amicably resolve the matter T-Mobile has agreed to place Mr. [redacted] on our Select Choice rate plan for $25.00 monthly, which includes unlimited calling, unlimited texting, and 3GB of mobile data for an additional $10.00 monthly charge totaling $35.00 plus tax and applicable fees. On March 8, 2016, T-Mobile contacted Mr. [redacted] and presented this offer to which he accepted as a full 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 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. Taylor B [redacted] Executive Response

May 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 April 20, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr [redacted] , he confirmed that this matter is resolved to his satisfaction T-Mobile regrets to hear of any concerns that Mr [redacted] experienced regarding our September iPhone Trade UpOn September 9, 2016, and only for a limited time, customers who purchased a new iPhone Plus 128GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone or newer, from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the cost of the new iPhone Plus 128GB On September 9, 2016, Mr [redacted] submitted an upgrade for the Apple iPhone Plus 128GB to take part in the offerAs Mr [redacted] traded in his Apple iPhone Plus 64GB , he was eligible to receive a total promotional value of $in credits; $travalue in the form of a bill credit, and $through monthly bill creditsUpon review of the account, T-Mobile confirmed that Mr [redacted] has received the $tracredit, on October 14, 2016, and has been successfully enrolled in the monthly credits of $for months Although it’s T-Mobile’s position that Mr [redacted] is receiving the full value of the above-referenced promotional offer, in an effort to amicably resolve the matter, T-Mobile issue Mr [redacted] account with a one-time account credit of $70.00, reducing his current balance to $6.31, which is due on May 1, Pursuant to our conversation, Mr [redacted] confirmed the matter is resolved and has no further concernsT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Adrianne F [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 I would like to extend a special thanks to MrPancho Q [redacted] for his assistant and understandingSincerely, [redacted]

April 27, 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 April 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] has been designated as an authorized user of the account T-Mobile regrets any ongoing concerns experienced by Mr [redacted] regarding our Limited Warranty exchange program and his handset concerns As indicated in our original response, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within miles of the customers billing addressMr [redacted] contacted T-Mobile on April 10, 2017, and discussed his replacement optionsAt this time, Mr [redacted] was made aware that he could process an exchange; however, the equipment would have to be sent to a T-Mobile retail storeUnfortunately, Mr [redacted] declined to have his equipment shipped to a local T-Mobile retail store as part of our T-Mobile Limited Warranty exchange program Customers who process a warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the transaction is processedCustomers are advised of and must agree to the Service Warranty Processing Fee prior to the exchange being completedTherefore, should Mr [redacted] elect to process his warranty exchange through T-Mobile, he would be responsible for the $Service Warranty Processing Fee However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile will agree to send Mr [redacted] a Limited Warranty exchange to his home directlyPlease note Mr [redacted] ’s exchange will be a like-new handsetFurthermore, T-Mobile will agree to waive the Service Warranty Processing Fee as a one-time gesture of goodwillPlease note, Mr [redacted] will be held responsible for any non-return fees or out of warranty fees that may be applicable to his Limited Warranty exchangeMr [redacted] may reach me at the number listed below to process his exchange Should Mr [redacted] not be satisfied with the options provided to him by T-Mobile, he may contact Apple directly for further replacement optionsFurthermore, T-Mobile would respectfully decline Mr [redacted] ’s request for further compensation as he has been made aware of his replacement options, however has elected not to process his Limited Warranty exchange as in line with our exchange policyT-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

April 5, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record for the cancelled business account number [redacted] is [redacted] and the account holder of record for the active account number [redacted] is [redacted] ***, and [redacted] is an authorized user of each account T-Mobile has reviewed the correspondence received from Ms [redacted] with regard to the former T-Mobile business account number [redacted] Our review found that the account was activated on January 4, and cancelled on March 10, by our Risk Assessment Team when it was determined to pose an unacceptable risk to T-MobileUpon investigation of the identification information provided at activation, T-Mobile found that it could not be validatedFurthermore, records indicate on March 3, 2017, Ms [redacted] attempted to activate the account number [redacted] under her own personal information to include the move or transfer of her ported numbers and her handsets purchased with T-Mobile’s Equipment Installment Plan (“EIP”) offering; however, on March 10, our Risk Assessment Team also cancelled the new account as an unacceptable risk due to the association with the previous account Please be advised as four handsets were purchased with the EIP offering on the previous account, upon the cancellation referenced above, the corresponding International Mobile Equipment Identifiers (“IMEI”) numbers, were blocked from use on T-Mobile’s network as well as most other wireless carriers’ networks Nevertheless, in an effort to amicably resolve Ms***’s concerns and upon further review and verification of her personal account, T-Mobile offered to resume the account number [redacted] , remove the IMEI blocks for all four handsets, completed the transfer of her mobile phone numbers, and resumed three of the EIPs with their originally agreed upon requirements and monthly installmentsAdditionally, T-Mobile waived the EIP balance for the fourth Samsung ONhandset and applied a $credit to the active account to return it to a zero balanceMs [redacted] accepted this offer as resolution 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 retail location and 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 Kimo C [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: l personally emailed all the requested documents to the email stated and l was not given an alternative to continue with service? Sincerely, [redacted]

July 18, 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 7, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that [redacted] ***., is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding his monthly billing and appreciates the opportunity to respond to his concerns T-Mobile records indicate that on March 1, 2017, payment arrangements were made with Mr [redacted] with regard to his outstanding balance which, at that time, totaled $1,Further, on March 15, 2017, Mr [redacted] contacted T-Mobile to advise that he was unable to make the agreed upon paymentAt this point, the payment arrangement was suspendedPlease note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agencyRecords indicate that Mr [redacted] made a $payment on March 18, However, because the payment arrangements were no longer in effect and the total balance due was $1,297.83, the account was scheduled for suspension on May 20, As a courtesy to Mr [redacted] , T-Mobile suspended further collection activity until March 30, 2017, to allow Mr [redacted] additional time to make his payment A review of Mr [redacted] ’s account confirms that he contacted Customer Care on June 12, 2017, and inquired about getting an additional Payment Arrangement and was told that he would be required to pay $1,which consisted of a past due balance of $plus an additional $that would be required before our Financial Care team would be able to make another arrangementMr [redacted] was unable to remit payment and Customer Care agreed to reactivate three lines ending in [redacted] and applying a collection hold until July3, 2017, allowing Mr [redacted] additional time to remit payment As Mr [redacted] mentioned in his correspondence to your office on July 7, 2017, he inquired about making a change to his monthly rate plan to T-Mobile One Taxes Inclusive and was credited $on July 5, Nevertheless, as an additional gesture of good will T-Mobile agreed to apply an additional collection hold effective until August 25, 2017, to allow Mr [redacted] additional time to remit payment and bring the above referenced account to a current status Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with Customer CareT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response

August 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has experienced with regards to the “iPhone Trade-Up” promotional offer Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care On September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tradtheir fully paid off Apple iPhone or above handset Customers that purchased a new Apple iPhone 32GB handset on an Equipment Installment Plan (“EIP”) and tradtheir fully paid off Apple iPhone from any carrier will receive a onetime trade in credit as well as monthly EIP bill credits to reduce the total cost of the new Apple iPhone handset Please be advised that those that traan Apple iPhone 6, Plus, 6S, or 6S Plus handset will receive the phone at no cost after a tracredit and monthly EIP bill credits; customers that trade in the Apple iPhone 5, 5C, 5S, or SE handset will receive the handset at a final cost of $Please note that the traded in device must be traded in in good working and physical condition to receive full trade in credit Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the Apple iPhone or Apple iPhone Plus the cost will increase in increments of $with each memory variant Additionally, the tradevice must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements are not met the customer will not qualify for the promotion Please be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement T-Mobile records indicate that on September 9, 2016, Ms [redacted] submitted a traof one Apple iPhone 16GB handset and received a $trade in credit for this device on October 9, Ms [redacted] also submitted a traof one Apple iPhone Plus 64GB handset and received a $trade in credit on November 20, Records also indicate a trade in of an Apple iPhone handset which due to an inadvertent error was rejected by our system causing the missing tracredit In a conversation with Ms [redacted] on August 8, 2017, T-Mobile has agreed to issue a onetime $credit toward her account balance in order to compensate for the missing trade in creditPlease note that this credit reflected as a $account credit balance on Ms***’s account T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Thania R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:T mobile is good at twisting the truth dollars is a long ways from dollars she claim to owe.I received two phone here in carolina and my grand in oregon received later as part of the deal My son turned in phone to complete the deal almost new.Auto pay never discuss if I did if so T mobile would never turn off my service if they had my card infoYou would just took your moneyI never new when the bill was dueWent their in jan to pay bill and was told computer was jammed wait til feb Went back in feb big over inflated bill dollars She stated plan was cancelled due to none payment If enrolled in auto pay do I need to pay in person See t mobile commercials air today what being advertised sounds good but will trick you Never received no tablet from t mobile but was charged for one and a line Grand daughter phone never workedTold them several time never removed the charges.Free unlimited text and data not true t mobile lure in and do not keep their part of the deal.Where are my phones nothing you say is true Sincerely, [redacted]

April 20, 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 13, 2017, regarding the above-referenced account We are truly sorry to hear that Ms [redacted] had anything but a great Un-Carrier experience while working with our Customer Care teamWe make every effort to be professional and courteous, while putting our customers firstThat’s part of our core Un-Carrier values that we strive to live by each and every dayWe regret this has not been her experience and we hope we can fix thatWithout the support of our valued customers, such as Ms [redacted] , we wouldn’t be able to continue our movement and growth Our records reflect that Ms [redacted] activated her account on February 7, 2017, with the intention of taking advantage of our Carrier Freedom and Tax Time Switcher OfferAlthough our Carrier Freedom, which allows customers to receive reimbursement for early termination and equipment termination fees, currently does not have an expiration date, the Tax Time Switcher Offer was offered for a limited time from January 5, 2017, through February 28, During the promotional timeframe, customers who activated a new line of service on the T-Mobile ONE or Simple Choice with Unlimited data and port in their numbers would receive a $mail in rebateIt is important to note that these offers are not compatible with each other and will only receive the payout for one per line of service As such, Ms [redacted] received two $prepaid debit cards for the Tax Time Switcher offer and $for her early termination fee reimbursement, for a total of $Please note that it can take up to business days for the debt cards to be delivered Although, it is T-Mobile position that she received the promotional value that she was eligible for during her activation, as a courtesy for the experience she has encountered, and in an effort to regain her confidence, we have issued a free month of service, in the amount of $140.00, leaving her account with a credit balance of $for the due date of April 28, We hope that this is a start to restoring Ms [redacted] ’s trust 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

That isn't exactly what happenedHowever, I am satisfied with the outcome and look forward to continuing my service with T-Mobile 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] ***