T-Mobile USA

Complaint: [redacted] I am rejecting this response because:I have not received the refund back on my credit card and it has been daysRealize T mobile had promised me prior that I would receive the refund and I did not receive itCalled them back and that is why I went to the Revdex.comThey had no record that manager Morgan had said that they would refund me back the moneySo here it is again and I have not received back the dollars as of yetI would except the response if I received the refund Sincerely, [redacted]

December 12, 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 December 3, 2016, from Ms [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letter T-Mobile regrets any billing concerns Ms [redacted] experiencedT-Mobile records confirm that on November 22, 2015, Mr [redacted] activated four voice lines of serviceOn that day, Mr [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program, with the lease of the following equipment for a term of months: • Samsung Grand Prime Gray handset, $per month, plus taxes • Apple iPhone 6s Rose Gold 16GB handset, $per month, plus taxes • Apple iPhone 6s Plus Gold 16GB handset, $per month, plus taxes • Apple iPhone 6s Silver 16GB handset, $per month, plus taxes Additionally, on the same day, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering, with the purchase of an Apple iPhone 6CM Rose Gold Case and a Samsung Grand Prime screen protectorAt the time of Mr [redacted] ’s purchase, he was not required to make a down payment and agreed to monthly installments of $for the Apple iPhone case and $for the Samsung Grand prime screen protector On March 23, 2016, Mr [redacted] changed his rate plan to the Simple Choice Family Unlimited Talk and Text with 10GB of data per month, four lines for $120.00, plus applicable taxesAdditionally, Mr [redacted] ’s three voice lines of service with the mobile numbers ending in [redacted] were subscribed to the Premium Handset Protection feature for $per month, per line of serviceTherefore, with approximate taxes, Mr [redacted] ’s monthly recurring charges totaled $ On April 13, 2016, Mr [redacted] closed his JUMP! On Demand lease on his on the mobile number ending in and tradthe Apple iPhone 6s Rose Gold 16GB handset for an Apple iPhone 6s Gold 64GB handsetAt the time of Mr [redacted] ’s new lease agreement, he was required to pay a capital cost reduction of $Mr [redacted] then agreed to a series of monthly lease payments of $ On August 12, 2016, Mr [redacted] subscribed to the Simple Choice Unlimited Data with 14GB of mobile hotspot feature for $per month, plus taxes, on the mobile number ending in ***, increasing Mr [redacted] ’s monthly recurring charges to $ Records confirm that on October 23, 2016, Mr [redacted] changed his rate plan to the T-Mobile One rate plan for $per month for the first two lines, plus applicable taxesMr [redacted] ’s additional two voice lines of service are $each per month, plus applicable taxesIt is important to note that with the T-Mobile One rate plan, all voice lines of service receive unlimited dataTherefore, with approximate taxes, PHP and the above referenced lease payments, Mr [redacted] ’s monthly recurring charges were expected to be approximately $per monthT-Mobile regrets any confusion this may have caused Mr [redacted] and Ms [redacted] In an effort to amicably resolve the matter, on December 7, 2016, T-Mobile changed and backdated Mr [redacted] ’s rate plan to a previously grandfathered rate plan, the Select Choice Family Unlimited Talk and Text rate plan for $per month, plus applicable taxesAdditionally, on the line ending in ***, Mr [redacted] is subscribed to the unlimited data feature with 5GB of mobile hotspot, for $per month, plus taxesBased on Mr [redacted] ’s usage over the last four months, T-Mobile subscribed Mr [redacted] ’s voice line of service ending in [redacted] to the 3GB of data, for $per month, and lines ending in and to the 6GB of data, for $per month, per line of serviceWith the above-mentioned handsets and approximate taxes, Mr [redacted] ’s monthly recurring charges are estimated to be $per month, which is the approximate amount Ms [redacted] requested in her correspondence to your office On the same day, T-Mobile applied a courtesy credit of $190.47, for the difference in what Mr [redacted] ’s account was charged for the billing cycle charges from September 23, 2016, through December 22, As Mr [redacted] ’s account had a balance of $392.97, for the billing cycle charges from November 23, 2016, through December 22, 2016, the credit reduced the balance owed to $Should Mr [redacted] wish to discuss the matter further, he may contact me directly at the number listedBased 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 [redacted] Executive Response

May 19, 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 15, 2016, regarding the above-referenced accountT-Mobile records confirm that Ms [redacted] has designated Mr [redacted] as an authorized user of the accountT-Mobile is pleased to have resolved this matter to Mr [redacted] satisfactionT-Mobile regrets any concerns that Mr [redacted] has experienced regarding his recent handset exchangeT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy SEdge handset on April 15, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by SamsungDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting Samsung directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, 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 damageIf the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Mr [redacted] handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsIn addition, a warning of the possibility of an out-of-warranty fee, and the reasons such a fee would be charged, are read to and agreed to by customers at the time of the exchangeBased on the above information it is T-Mobile’s position that the out-of-warranty fee in the amount of $was validly assessedNevertheless, as a courtesy to Mr [redacted] , and as a one-time courtesy, T-Mobile has agreed to credit the fee in full, in the amount of $Please note that $was applied to Mr [redacted] Extended Payment Schedule (“EPS”), a payment plan which was set up to help Mr [redacted] pay the fee over time, which ended the payment planThe remaining $was issued toward the account balance, taking care of the final billed EPS paymentMr [redacted] account currently reflects a revised balance of $Mr [redacted] accepted this offer as resolution in full 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, INCKayla J [redacted] Executive Response

September 27, 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 22, 2016, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Ms [redacted] , which was proven unsuccessfulAs such, T-Mobile will make every effort to address her concern within this letter to her satisfactionT-Mobile regrets any concern Ms [redacted] has experienced in regards to her handset upgradeT-Mobile records confirm that on July 8, 2016, Ms [redacted] purchased a Samsung Galaxy Son T-Mobile’s Equipment Installment Plan (“EIP”) optionEIP is a purchase option that T-Mobile offers customers to purchase handsets over monthly billed installmentsAt the time of purchase Ms [redacted] agreed to monthly billed installments in the amount of $Due to an inadvertent error, Ms [redacted] was shipped a Samsung Galaxy Swith a blocked IMEI which does not allow the handset to be activated or usedOn July 14, 2016, T-Mobile placed a secondary order for a Samsung Galaxy Sto replace Ms [redacted] ’s handset with one that did not have the IMEI blockedIn turn, Ms [redacted] was to return the original Samsung Galaxy Sback to T-Mobile’s return centerRegrettably, our records do not confirm that Ms [redacted] ’s original Samsung Galaxy Swas returnedHowever, in an effort to amicably resolve this matter, on September 22, 2016, T-Mobile closed the remaining EIP balance of the original Samsung Galaxy Sand has adjusted the two billed monthly installments of $leaving a balance of $due immediatelyT-Mobile regrets any inconvenienceBased 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, INCOscar T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Parts of what is said here is NOT TRUEIf their records say I upgraded to a Samsung Galaxy Sit is correctThe phone I upgraded to and am currently using is an iPhone 6SI just want to make sure the final report does not have errors which appear in a later report THIS IS AN ERROR: "As such, our records confirm that on October 10, 2016, Dr [redacted] upgraded to a Samsung Galaxy ShandsetT-Mobile is pleased to hear that Dr [redacted] now has a working handset" Sincerely, [redacted]

June 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 May 22, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountPlease 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 recent contact with our Customer Care Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us promotion to new or existing customers like Mr***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountPlease note that the credits will continue so long as Mr***’s account keeps the voice lines active T-Mobile records confirm that on November 21, 2016, Mr [redacted] activated the mobile numbers ending in [redacted] and ***, which were replaced by numbers ported in from another service provided on December 1, Unfortunately, our records confirm that at the time of activation, Mr [redacted] was subscribed to a specific Simple Choice family plan which was not eligible for the Friends and Family lines On Us promotion However, on June 2, 2017, Mr [redacted] changes his rate plan to our T-Mobile One tax inclusive rate plan and will now start receiving his monthly discount for the two additional linesAs an additional courtesy, on June 2, 2017, T-Mobile issued a credit of $equal to the last six months of charges for new lines of service, which has left Mr***’s account with a credit balance of $Additionally, T-Mobile has offered to follow up on Mr***’s account for the next two billing cycles to ensure that he receives his creditsMr [redacted] has accepted this offerT-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 Chris L [redacted] Executive Response

July 3, 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 20, 2017, regarding the above-referenced accountsPlease be advised that T-Mobile records indicate the account holder of record is [redacted] T-Mobile has confirmed that [redacted] and [redacted] are one in the same T-Mobile regrets that Ms [redacted] has concerns with her final balanceT-Mobile investigated this matter and found that Ms [redacted] did have T-Mobile service as of July 1, 2010, with four lines of serviceIt is important to note that Ms [redacted] was on our Flex-Pay monthly plan from July 1, to May 20, T-Mobile records confirm that on May 20, 2011, a Change of Responsibility (“COR”) was completed for Ms [redacted] mobile numbers ending in ***, ***, and [redacted] from account ending in [redacted] to account ending in ***As of that date, Ms [redacted] was no longer on our monthly Flex-Pay account and the account was closed with a zero balance Accordingly, Ms [redacted] was placed on a postpaid account with four lines of service as of May 20, 2011, under account ending in ***On March 30, 2012, Ms [redacted] accepted a rate plan change in exchange for a 24-month contractThis contract stipulated that if the account was canceled prior to March 30, 2014, the account would be assessed an up to $early termination fee for each line of service It is important to note that Ms [redacted] account had carried a past due balance since the billing statement dated November 12, Ms [redacted] did not remit payments toward her past due balances, which resulted in the rolling past due balance, suspension and ultimately cancelation of her account for non-payment on January 3, Please be advised that pursuant to T-Mobile’s Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation The last payment T-Mobile received from Ms [redacted] was on September 27, 2012, in the amount of $Please note that Ms [redacted] account was billed in arrears and as such, the last payment made was applied to services used for the billing period August 2, through September 1, The billing statement dated November 2, 2012, reflected a past due balance of $and new charges of $for a total balance due of $The balance was comprised of monthly access charges, third party premium service charges, and taxes and fees for service from October 2, 2012, through November 1, The billing statement dated December 2, 2012, reflected a past due balance of $and new charges of $for a total balance due of $The balance was comprised of monthly access charges, late fee, third party premium service charges, and taxes and fees for service from November 2, 2012, through December 1, The billing statement dated January 2, 2013, reflected a past due balance of $and new charges of $for a total balance due of $The balance was comprised of pro-rated monthly access charges, a late fee, and taxes and fees for service from December 2, 2012, through January 1, As mentioned above, Ms [redacted] account was under contractual obligation until March 30, 2014, due to rate plan change on March 30, Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellationAs the contractual obligation had not been met, the account was assessed an early termination fee per line of service cancelled of $ The final billing statement dated February 2, 2013, reflected a past due balance of $and new charges of $for a total balance due of $1,The balance compromised of early termination fees, a late fee, and taxes and fees for service from January 2, 2013, through February 1, Due to continued non-payment on March 5, 2013, the account was assigned to Diversified Consultants Inc., an outside agency for collection of the outstanding balance of $1,In conjunction with the attempt to collect the outstanding balance, Ms [redacted] was billed an outside collection fee of $386.32, bringing the balance on the account to $1,On August 26, 2015, a credit of $was applied to the account for a third party chargesThis resulted in a rerated balance updating the total past due balance to $1, On November 30, 2016, as the account remained unpaid, it was transferred Convergent Outsourcing Inc., at 1-855-871-where the account currently residesPlease be advised at time of transfer the outside collection fee was also credited in the amount of $It is important to note that this resulted in an updated total past due balance of $1,It is T-Mobile’s position that the charges are valid and owed Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Sharon B [redacted] Executive Response

August 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced in regards to our QApple PromotionPlease 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 any of Mr [redacted] ’s contacts in any of our store locations or with Customer Care Available from March 3, 2017, through March 9, 2017, the QApple Promotion was an offer that enabled eligible customers to purchase an iPhone Plus 128GB handset for the cost of $after instant traand marebateIn order to be eligible for the offer, customers were required to purchase a qualifying iPhone on our Equipment Installment Plan (“EIP”), port in a number from another provider, traa qualifying device, and subscribe to an eligible Unlimited Data feature T-Mobile records indicate that on March 5, 2017, Mr [redacted] purchased an iPhone Plus 128GB handset on EIP for use on the mobile number ending in ***As T-Mobile records indicate that Mr [redacted] did not port in a number, nor did he have a qualifying Unlimited Data feature, he was not eligible for the rebateAs Mr [redacted] did not meet the promotional requirements, it is T-Mobile’s position that a rebate was not issued for the QApple Promotion Nevertheless, upon speaking to Mr [redacted] on August 2, 2017, T-Mobile agreed to absolve Mr [redacted] of the remaining balance of his iPhone Plus 128GB handset by issuing a credit in the amount of $in an effort to amicably resolve 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 Anthony M [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 meMrR [redacted] from T-Mobile was courteous and helpful, and I appreciate his quick response and his assistance in resolving the issues in my complaint.Sincerely, [redacted] ***

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 January 22, 2018, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding monthly charges on her account T-Mobile records indicate on October 24, 2017, Ms [redacted] activated her account and subscribed to our T-Mobile ONE rate plan for $per month for her four lines of service Ms***’ account was billed by a system known as “bill current” This means that Ms***’ regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service Ms***’ billing cycle ran from the 25th of the month through the 24th of the next month Upon activation, Ms [redacted] enrolled in AutoPay AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer Upon activation, Ms [redacted] purchased an Apple iPhone Gold device, three Coolpad tablets, and T-Mobile accessories, on our Equipment Installment Plan (“EIP”) Ms [redacted] paid a down payment in the amount of $upon purchase It is important to note that T-Mobile accessories cannot be returned for a refund within the return period Ms***’ first billing statement was in the amount of $for partial monthly access charges and fees and taxes for the billing cycle dates from October 25, 2017, through November 24, On November 15, 2017, T-Mobile received a payment in the amount of $from the method of payment enrolled in AutoPay On November 21, 2017, Ms [redacted] cancelled her account when she moved her lines to T-Mobile prepaid accounts Ms [redacted] returned the Apple iPhone Gold device and the three Coolpad tablets, along with the T-Mobile accessoriesMs***’ November 25, 2017, billing statement was in the amount of $for monthly access charges, final T-Mobile accessory charges, and fees and taxes for the billing period from November 25, 2017, through December 24, On December 15, 2017, T-Mobile received a payment in the amount of $from the method of payment enrolled in AutoPay On January 15, 2018, the payments in the amounts of $and $were returned to T-Mobile unpaid Please note when payments are returned unpaid, they are charged back to the T-Mobile account balance and returned payment fees will bill to the account On January 17, 2018, the down payment in the amount of $was returned to T-Mobile unpaid and charged back to the account The charge backs and returned payment fees brought the balance to $ Upon speaking with Ms [redacted] January 25, 2018, and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the returned payments and returned payment fees as the service was not used On February 1, 2018, T-Mobile reviewed Ms***’ account balance and issued a further adjustment in the amount of $for a returned payment fee Ms***’ account remains closed with a zero balance 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.Jennifer G***Executive Response

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account T-Mobile regrets that we have been unable to respond to Ms [redacted] ’s concerns to her satisfactionHowever, after additional review of her account and in appreciation for her continued business, T-Mobile has sent her a new Samsung Jto the address provided to your officeThis handset was sent at no charge and Ms [redacted] may also keep the Samsung Onthat she has in her possessionMs [redacted] ’s new Samsung Jwas sent out on May 18, and will be delivered via UPS within five to seven business daysT-Mobile would suggest that the new SIM card included in the box be activated to replace her existing SIM cardShould Ms [redacted] need assistance with the activation and set up of her new device, she should contact Customer Care at 800-937-and request to speak with Technical CareWe regret any inconvenience to Ms [redacted] 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

May 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] ***- [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 May 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that [redacted] ***- [redacted] is the account holder of recordT-Mobile is pleased to advise that we have contacted Ms***- [redacted] and resolved the matter to her satisfaction T-Mobile regrets any concerns Ms***- [redacted] has experienced regarding international usage charges assessed to her accountBased on T-Mobile’s review, we have confirmed that the international rates for Ms***-***’s T-Mobile ONE rate plan, when using her services in the United Kingdom, are $per minute when using voice calling and unlimited text messaging and data accessFurthermore, the T-Mobile ONE rate for using services in Nigeria are $per minute when using voice calling, $per text message sent, and $per megabyte of data usedPlease be advised that customers may check the international usage rate for any country by visiting www.T-Mobile.com/international Records confirm that during Ms***-***’s May billing period, international usage charges totaling $were assessed to her account for usage while travelling in the United Kingdom and NigeriaWhile it is T-Mobile’s positon that the charges are valid, on May 15, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $for a portion of the above-referenced international usage charges Nevertheless, in a continued effort to amicably resolve the matter and upon speaking to Ms***-***, on May 22, 2017, T-Mobile agreed to apply an additional credit in the amount of $toward Ms***-***’s account for the remaining international usage charges from the May billing statementPursuant to our conversation, Ms***- [redacted] confirmed the matter is resolved and she has no further concerns Ms***-***’s account remains active with a balance of $which consists of monthly access charges, monthly Equipment Installment Plan ("EIP") installments, monthly JUMP! On Demand ("JOD") lease installments, applicable taxes, and fees from the billing statement dated May 8, 2017, which is due on May 28, T-Mobile regrets any inconvenience to Ms***-*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I have the text message where they are telling me that it was and I did called them and the told me that I needed to keep my phones and then I was told that I could make arrgagements and then I was told no I could not and then they kept taking money out of wrong account Sincerely, [redacted] ***

October 9, 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 2, 2015, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr [redacted] satisfactionT-Mobile regrets any inconvenience Mr [redacted] has experienced with T-Mobile’s Carrier Freedom programIt is important to note T-Mobile will reimburse a customer their previous carrier’s device payment plan minus the travalue of their equipmentT-Mobile records confirm that Mr [redacted] was reimbursed a total amount of $on September 10, 2015, and was credited $for his device tradand applied toward his down payment owed at the time of purchaseAs a result that amount was not included in his mailed reimbursementT-Mobile sincerely apologizes if this process was not explained in full to Mr***In an effort to amicably resolve this matter for Mr [redacted] on October 9, 2015, T-Mobile refunded Mr [redacted] $for the remaining balance on his [redacted] billWe ask that Mr [redacted] allow seven to ten business days to receive his refund in the form of a prepaid debit card in the mailUpon speaking with Mr [redacted] he accepted this as resolution to his issueBased 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, INCZachary S [redacted] Executive Response

March 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 March 13, 20174, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Ms [redacted] regarding her efforts to take advantage of our promotional Apple iPhone offerBetween September 9, 2016, and September 25, 2016, we offered our iPhone Trapromotion wherein eligible customers could purchase a new iPhone 32GB, finance the device through the Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier to receive monthly EIP bill credits and a trade in credit to reduce the total cost of the new iPhone T-Mobile records indicate Ms [redacted] traded in an Apple iPhone in gold which was received and processed on November 18, Unfortunately Ms***’s Apple iPhone in grey was processed and was found to have the FMIP feature still activeAs such, Ms***’s mobile number ending in [redacted] would not qualify for the Apple iPhone Traoffer as this is a requirement of the promotion Furthermore T-Mobile’s review found that Ms***’s mobile number ending in [redacted] was not initially identified as a qualifying line for the promotional bill credits as part of the Apple iPhone Traoffer In an effort to resolve Ms***’s concerns, T-Mobile ended the EIP loan for one of the iPhone devices, which created a charge of $on Ms***’s account, which we advised would be adjusted from her account prior to being billedHowever due to an inadvertent error, T-Mobile did not initially apply a credit to offset Ms***’s prepayment charge of $ In an effort to amicably resolve this matter, T-Mobile closed Ms***’s two EIP’s for her two Apple iPhone Plus handsetsFurthermore, T-Mobile has applied a total adjustment $1,towards Ms***’s EIP loans for her two Apple iPhone Plus handsetsMs***’s out pocket cost totals $for her two handsetsAs such, Ms***’s out of pocket cost is less than the promotional offer providedMs [redacted] presently has a credit balance of $which will be applied to her next bill due on April 11, 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 team 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

Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] @gmail.com] Sent: Thursday, August 24, 6:PM To: Complaints < [redacted] @theRevdex.com.org> Subject: Submission Hello, I see that my case was closed while I was still trying to resove things with T Mobile.I did respond to their email, on August 14th, with a time that was convenient to talk about this issue, as they called while I was at workThey did not respond after I sent the email or call back when I could speak with them I followed their instructions in contacting [redacted] , waited for the paper information to be mailed to my home, which I recieved upon my return home from being away on August 11th, and I attempted to submit the paperwork that they requested again on August I recieved an error page message and did not have time to call them back that nightDue to work committments, I have not had the substantial amount of time it takes to call them until tonight I have been trying to contact with them this evening according to their instructions on the error page and was not able to get ahold of a customer service representativeI then called a different number and folowed a diffferent set of prompts that was given to me by a previous customerservice representativeI have been on hold now for more than minutes and I see that the call center is closing in minutes, so my hopes of getting this resolved today are pretty low right now Is there anything else I can do? [redacted]

March 24, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced accountT-Mobile has confirmed that [redacted] and [redacted] is one and the same personPlease be advised that we have attempted to contact Mr***, which has proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that the above-reference account was activated on July 19, 2003, with mobile number ending in ***Our records show that on October 16, 2007, Mr [redacted] activated additional line ending in ***On June 8, 2009, Mr [redacted] activated additional line ending in ***Further records indicate that Mr [redacted] ported out mobile number ending in [redacted] on February 3, 2010, to another service providerOn March 11, 2010, Mr [redacted] cancelled mobile numbers ending in [redacted] and *** It is important to note that Mr***’s account billing cycle began on the 9th of the month and ended on the 8th of the following month due on the [redacted] of that following monthPlease be advised that Mr***’s billing cycle was change two times from through 2010, due to customer request and corporate discount termsMr***’s billing cycle from the 9th to the 8th was effective as of December 9, 2019, and remained his billing cycle up until the date of cancellation T-Mobile records reflect that Mr***’s account had carried a past due balance since December 5, However, Mr***’s account was able to remain active as he made partial payments to the accountOur records indicate that Mr***’s last payment was for $on May 5, The current balance of $1,is reflective of: Final billing cycle form March 9, 2010, through April 8, 2010, due May 1, 2010, in the amount $1,which includes $Early Termination Fee’s and a past due amount of $1,Please be advised that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleHowever, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this debt Please be advised that from June 30, 2010, through February 28, 2017, the above-referenced account has been assigned to multiple 3rd party collection agenciesOn February 28, 2017, the account was assigned to Enhanced Resource Centers where the account remains T-Mobile records indicate that on July 12, 2011, Mr [redacted] activated mobile number ending in [redacted] on account number [redacted] On September 3, 2013, Mr [redacted] activated additional line ending in ***On December 17, 2014, Mr [redacted] activated mobile number ending in [redacted] which was transferred to another account on January 6, On January 13, 2016, Mr [redacted] activated mobile internet line ending in ***Lastly, on February 25, 2017, Mr [redacted] activated mobile internet line ending in *** By purchasing T-Mobile equipment, customers receive a one-year Limited Warranty provided by the manufacturer of their deviceOur records show that mobile number ending in [redacted] was subscribed to our Premium Handset Protection (PHP) feature for $per month from October 25, 2016, through February 15, PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, in-warranty and out-of-warranty malfunctions of their handsetT-Mobile records indicate that on February 15, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Jwith IMEI [redacted] along with accessories wherein he paid a down payment of $and agreed to monthly installments of $Additional records confirm that the above Samsung Jwas mailed to [redacted] Ave S Apt ***, [redacted] , [redacted] ***, which was the address on Mr***’ accountPlease be advised that the address was not updated until February 15, 2017, to [redacted] , [redacted] *** Further records show that on February 22, the Samsung Jabove was returned to T-Mobile and therefore the EIP loan was closed and the balance waivedUnfortunately, due to an inadvertent error, the down payment for Mr***’ February 15, 2017, equipment order was not refunded Further records confirm that on February 28, 2017, Mr [redacted] purchased another Samsung Jwith IMEI [redacted] which is currently in use with mobile number ending in ***Mr [redacted] paid a down payment of $and agreed to monthly installments of $Therefore, Mr [redacted] is not being charged for the Samsung Jhe purchased on February 15, As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 24, 2017, T-Mobile has offered Mr [redacted] to remove $for Early Termination Fee’s from the original account [redacted] as a gesture of goodwillAdditionally, T-Mobile has offered to credit $to Mr***’s account number [redacted] for the upfront costs of his returned Samsung Jand accessories explained aboveMr [redacted] is welcome to contact me at the number below and or via email at [redacted] @T-Mobile.com by April 24, 2017, to accept our offer Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

June 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 May 27, 2016, regarding the above-referenced accountWe sincerely regret any concerns Ms [redacted] experienced when attempting to take advantage of our JUMP! upgrade option under the mobile number ending in ***Please be advised that T-Mobile records confirm that Ms***’ account is not under a contractual obligationOur records indicate that on July 5, 2014, Ms [redacted] activated her account with the mobile number ending in ***At the time of activation, Ms [redacted] took advantage of our Equipment Installment Plan (”EIP”) offering with the purchase of one Samsung Galaxy Note handsetAt the time of Ms***’ purchase, she was required to make a down payment of $plus applicable equipment taxes and agreed to a series of monthly installments in the amount of $Additionally, at that time, the JUMP! feature for $per month was added to the mobile number ending in ***The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting periodRegrettably, due to an inadvertent error, the mobile number associated to the EIP mentioned above was not the mobile number ending in ***Consequently, on May 26, 2016, when Ms [redacted] took advantage of our EIP offering with the purchase of one Samsung Note 64GB handset, she was not eligible for a JUMP! upgrade due to the [redacted] not being associated to the initial EIP started at the time of activationIn an effort to resolve this matter, on June 7, 2016, T-Mobile issued a credit of $288.00, equivalent to the JUMP! feature charge of $per month billed from July 5, 2014, through June 7, As of June 7, 2016, Ms***’ account reflects a credit balance of $Additionally, Ms [redacted] is now able to take advantage of her JUMP! upgrade once eligibility requirements are metWe regret any inconvenience to Ms***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, INCAika A [redacted] Executive Response

September 21, 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 16, 2017, regarding the above-referenced account. T-Mobile regrets and concerns that Mr. [redacted] has regarding his 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] recent contact with our Customer Care Team. T-Mobile records reflect that Mr. [redacted] activated the account with five lines of service on March 31, 2017. As indicated in Mr. [redacted] letter to your office, he indicates he was intrigued by the $200.00 bill credit per line port-in offer that T-Mobile was offering at the time. Per our terms and conditions, the port-in credit was to be applied as a bill credit. Our records confirm that Mr. [redacted] did in fact qualify for the $200.00 port-in offer per the line of service promotion and on May 24, 2017 and June 22, 2017, T-Mobile applied in full $1000.00 in bill credits for the five lines. Therefore, it is T-Mobile position that Mr. [redacted] was provided all the appropriate bill credits to honor the port-in offer. Please be advised that since the date of activation on March 31, 2017, Mr. [redacted] had incurred monthly services charges totaling $739.57. On May 9, 2017, T-Mobile records confirm that Mr. [redacted] remitted a payment in the amount of $303.00; however, on August 21, 2017, T-Mobile refunded this payment and the funds were placed back into Mr. [redacted] ’s bank account. As mentioned above Mr. [redacted] incurred a total of $739.57 in monthly service charges and as he received $1000.00 in port-in bill credits, this would leave Mr. [redacted] eligible to receive a credit balance refund in the amount of $260.43. As such, T-Mobile issued Mr. [redacted] prepaid refund card in the amount of $260.43, which will be delivered to the address he provided in his letter to your office. Please note that it can take seven to ten business days for the prepaid refund to be delivered. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Daniel L [redacted] Executive Response

January 27, 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 January 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on November 20, Mr [redacted] currently has one line of service, ending in ***, and is subscribed to our Simple Choice Value Unlimited Talk, Text, and Data rate plan at $monthlyThis rate plan includes unlimited domestic voice minutes, text messages, and data, with up to gigabytes (“GB”) of high speed dataMr [redacted] has opted to subscribe to unlimited domestic high speed data at an additional $monthlyPlease note that in late 2013, T-Mobile began offering customers on eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra chargeThis global freedom was automatically added to qualifying Simple Choice plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries)Please note there is no need to for customers to add a separate feature or service to the account before they travelWith T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128KbpsThese speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and mapsHowever, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroadAdditionally, voice calls back to the U.Sand Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no costMr [redacted] has the option of utilizing the calling featureCalls placed back to the United States over are free and calls within a Simple Global country to any other Simple Global country are $0.20/minute, which is the same rate as usage over the cellular networkIt is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees)Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country ratesUpon review of Mr***’s account, our records confirm that on his January 2, 2016, billing statement, Mr [redacted] was billed $for international calls and taxes, and we have confirmed that these calls were not placed via callingHowever, in an effort to amicably resolve Mr***’s concerns, on January 18, 2016, T-Mobile issued a credit in the amount of $to his account for the international callsMr [redacted] remitted a payment of $on January 26, 2016, and his account remains active with a zero balanceT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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 P [redacted] Executive Response