T-Mobile USA

August 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Mobile NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 25, 2016, regarding the above-referenced prepaid numberT-Mobile regrets any concerns Mr [redacted] had when attempting to get his device unlocked and we appreciate the opportunity to review and address his concernsDevice unlock codes are available to customers who meet our eligibility requirementsA review of the account confirms that on August 25, 2016, we received a request for a Mobile Device Unlock code for the iPhone 6s used on mobile number ending in ***However, at that time T-Mobile advised Mr [redacted] that his equipment is not eligible for a Mobile Device Unlock code as it is non-T-Mobile equipment not purchased through T-Mobile or a T-Mobile authorized dealerNonetheless, in an effort to amicably resolve this matter, on August 26, 2016, T-Mobile initiated a Mobile Device Unlock request for Mr***’s iPhone 6s handsetOn August 26, 2016, T-Mobile emailed Mr [redacted] the Mobile Device Unlock instructions needed to unlock his handsetPlease be advised that hours after receiving the unlock email, Mr [redacted] may follow the below instructions for unlocking the iPhone 6s handsetIf Mr [redacted] has a non-T-Mobile SIM card, he may follow the steps below: Insert non T-Mobile SIM Card Complete the setup processIf he uses his T-Mobile SIM card, he may follow the steps below: Back up your iPhone using iTunesWhen you have a backup, erase your iPhoneWhen you see the Welcome screen, connect your device to iTunesIf successfully unlocked, the message “Congratulations, your iPhone has been unlocked” will displayAdditional information for unlocking Apple iPhone devices can be located at https://support.apple.com/en-us/HTBased 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

December 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 4, 2017, regarding the above-referenced prepaid numberT-Mobile is pleased to report Mr [redacted] ’ concerns have been resolved to his satisfaction We regret any inconvenience Mr [redacted] experienced regarding a Mobile Device Unlock for his Apple iPhone Plus handsetPlease note Mobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr [redacted] ’ account confirms that on November 30, we received a request for a Mobile Device Unlock for the device used on mobile number ending in ***, however, at that time the device was not eligible for a Mobile Device Unlock as $in refills had not been applied to the line Please be advised that on December 6, 2017, T-Mobile investigated the Apple iPhone Plus handset unlock status, and determined it had already been unlocked previouslyIt is important to note, T-Mobile contacted Mr [redacted] by email and confirmed the Apple iPhone Plus handset unlock was processed successfullyMr [redacted] confirmed he had no additional concerns at this timeT-Mobile regrets any inconvenience to Mr [redacted] 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] ’ contact to 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 Mathew G [redacted] Executive Response

April 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 28, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered in regards to her Mobile Internet line ending in *** T-Mobile records indicate on November 21, 2014, Ms [redacted] activated a mobile internet line of service to her existing accountAt that time the mobile internet line was activated, T-Mobile was offering our Black Friday Get a Tablet On Us promotionThis offer allowed customers who activated or upgraded a Simple Choice Mobile Internet plan to receive an Alcatel One Touch Poptablet for free after monthly bill creditsRecords do confirm that Ms [redacted] took advantage of this promotion and an Alcatel Tablet was added to the account following the activation of the mobile internet line ending in *** At the time of activation, the mobile internet line was placed on a Simple Choice North America Match your phone data up to 5GB plan for $a monthFrom November 21, to August 23, 2016, the mobile internet line ending in [redacted] continued to receive monthly bill charges of $On August 11, 2016, the line was moved to a $5GB mobile internet planMs [redacted] had existing voice lines which qualified her for a $monthly discount On March 27, 2017, Ms [redacted] contacted Customer Care and requested to have mobile internet lines ending in [redacted] canceledUpon further review our records confirm no previous requests for cancelation was made Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesOutside of T-Mobile policy and as a one-time exception to resolve this matter T-Mobile has offered a credit of $which would be equivalent to six months of the disputed usage charges for the mobile internet lineIf Ms [redacted] would like to accept this offer we respectfully request that she contact me within days of the date of this letter, directly at the number below Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

September 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced account We are glad to report that upon speaking with Mr***, he confirmed that his concerns have been resolved to his satisfaction T-Mobile is sorry to hear of Mr***’s concerns with the redemption of our most recent T-Mobile Tuesdays gift T-Mobile Tuesdays is our way of giving customers the proper thanking they deserve for being with T-Mobile Every week customers will receive three free gifts and the chance to win one of three amazing prizes from our Featured Partner of the week On August 22, 2017, T-Mobile Tuesdays offered a free Meineke basic oil change with a $value at a participant Meineke Car Care Center It is important to note that not all Meineke Car Care Centers locations were participating in this offer On August 24, 2017, T-Mobile contacted Mr [redacted] and although Mr***’s local Meineke Car Care Center was not participating in this offer, in an effort to amicably resolve this matter, T-Mobile issued a onetime bill credit to Mr***’s account in the amount of $equivalent to the three unredeemed free oil change Mr [redacted] accepted as full resolution to his concerns T-Mobile appreciates the opportunity to respond to Mr***’s concerns and we regret any inconvenience to him Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Maggie R [redacted] Executive Response

April 25, 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 24, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to our JUMP! Upgrade programOur records show that on October 25, 2015, Ms [redacted] qualified for and took advantage of our JUMP! program for the line ending in ***Ms [redacted] upgraded to an iPhone 6s and returned her iPhone in order to receive a credit for the remainder of the Equipment Installment Plan (“EIP”) left on the device, pursuant to T-Mobile’s JUMP! guidelinesOn November 6, 2015, T-Mobile received Ms***’s iPhone handset and deemed the handset inoperable; as a result, Ms***’s EIP for this handset continued to be billed monthlyIn an effort to amicably resolve this matter, on April 19, 2016, T-Mobile spoke with Ms [redacted] and offered a bill credit in the amount of $108.39, and to remove the remaining EIP on her iPhone handsetMs [redacted] accepted this offer as a resolution to her concernsMs***’s newly revised balance with a due date of April 27, 2016, is $T-Mobile regrets 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, INCCesar R [redacted] Executive Response

May 2, 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 April 21, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms [redacted] has encountered on her T-Mobile accountT-Mobile records indicate that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”)EIP is a payment option that allows eligible customers to purchase handsets by making a down payment, if required, at the time of purchase and agreeing to pay the remaining balance in installmentsOn October 14, 2014, Ms [redacted] purchased an Apple iPhone 5S 16GBMs [redacted] was not required to make a down payment; however, she agreed to monthly installments in the total amount of It is important to note that not all locations are able to directly accept tradevicesSome locations, like the one at which Ms [redacted] processed her upgrade, required her to mail the device being tradto a return centerIn this instance, the retail representative inspected the device and provided information as to the amount of the potential credit travalue of the device based upon its condition at the time of inspectionMs [redacted] was then presented with the terms and conditions of the traand once Ms [redacted] accepted the term the retail location then provided a mailing label and shipping envelope for the deviceCustomers are able to receive their upgrade device on EIP while the trais being processedOnce received, it is again inspected and if found to be in acceptable condition, the agreed traamount is added as a credit to the accountOn September 19, 2015, Ms [redacted] purchased an Apple iPhone 6S 64GB, she was required to make a down payment in the amount of $and agreed to monthly installments in the total amount of $for the handsetsMs [redacted] elected to traher the iPhone 5S 16GB for a tracredit of $On October 6, 2015, a tracredit of $was applied to Ms***’s accountPlease note the tracredit was not applied directly to the remaining EIP balance of $of the iPhone 5S 16GBMs***’s account continued to be assed her monthly installment of $for the iPhone 5S 16GB and $for the iPhone 6S 64GBOn December 7, 2015, Ms [redacted] was issued credits totaling $to her accountThey were not applied to her EIP balance for the iPhone 5S which reflected a balance of $at that timeMs [redacted] continued to be assed her monthly installment of $for the iPhone 5S 16GB and $for the iPhone 6S 64GBOn April 13, 2016, T-Mobile closed Ms***’s EIP balance of $for the iPhone 5S bring the EIP balance to zeroOn April 25, 2016, T-Mobile spoke to Ms [redacted] and applied a credit of $to her account, her account then reflected a balance of $T-Mobile confirmed with Ms [redacted] that her open EIP for the iPhone 6S 64GB should not be closed since she did not make any additional payments toward the balance and that the remaining balance for the handset was $Ms [redacted] was satisfied with the resolution and had no additional 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, INCRobert R [redacted] Executive Response

September 7, 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 NoXXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced with our recent T-Mobile Tuesdays offerT-Mobile records confirm that on August 22, an offer for a free basic oil change was extended to T-Mobile customers through our T-Mobile Tuesdays give-awaysIf redeemed this offer is able to be redeemed through September 30, In regards to Mr***’s account his mobile number ending in did redeem the offer; however, he has not used the codeT-Mobile was made aware of an inadvertent system error which was causing codes to show as expired when they were not and has begun working to resolve this issue as quickly as possible In an attempt to resolve Mr***’s concerns T-Mobile has issued a new code to him that will be eligible at a participation locationMr [redacted] would still set an appointment by September 30, 2017, and once he is at his appointment he must show the Meineke employee the code and provide his phone number and the Meineke employee will input and validate the codeT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: this entire reply is informationI have continued to experience dropped calls on all of my lines and I was informed by Martin in the office of the President that this would continue for the next three months while T-Mobile worked to update their voice over LTE SERVICEI was also told by Martin in the office of the President that he would call me backI have left him three messages with no rerun call over he last three daysThe credit mentioned in his email is not a prorated amount for services but rather a credit to the account because they disconnected my service after I was told that I would be put on a payment plan while they investigate this issueThey charged me $per line plus tax and I have three linesThe other credit was due to charges in my account Jay I should not have including an iPhone 5c that T-Mobile has been charging me for for over a yearI I pay for unlimited services because I need my phone at all times of day and nightTo calculate the usage in my account does not explain the times that I was not able to use my phone which is the issue at handI should not have to pay for tmobiles upgraded system when I am not able to use my phone when I need to use my phoneI am again requesting that my bill be reduced by half for the new three months while T-Mobile is working on tjeir tower issueSincerely, [redacted]

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] - [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 14, 2017, regarding the above-referenced account Please be advised that [redacted] and [redacted] - [redacted] is the same personT-Mobile is pleased to report that we spoke to Ms [redacted] and she confirms that her concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] ’s has in regards to her 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 Ms [redacted] ’s contact with our Customer Care or retail location T-Mobile records indicate on April 21, 2015, Ms [redacted] ’s qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S32GB handset T-Mobile records reflect that Ms [redacted] ’s was not required to remit a down payment; however, she agreed to a series of monthly installments in the amount of $added to her monthly billing statement It is important to note that should service be cancelled prior to the terms of an EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statement On October 1, 2015, T-Mobile records indicate that Ms [redacted] ’s account was canceled pursuant to her requestThe final billing statement issued November 2, 2015, reflected a balance of $due by November 22, This balance consisted of a past due balance of $which Ms [redacted] paid on November 2, 2015, which reduced the final billed charges to $for the remaining EIP charges T-Mobile record confirms that we received the Samsung Galaxy S32GB handset on December 21, However, As Ms [redacted] returned the handset outside of the day return period that T-Mobile provides the balance was not removed from her account In effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $bringing the account to a zero balance In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account Please note that it may take up to days for the credit report to be updated T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response

Tell us why here October 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 your correspondence dated September 29, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Mr [redacted] with regards to coverage issues he has been witnessing with his non-T-Mobile branded handsetT-Mobile records confirm that Mr [redacted] is using a non-T-Mobile branded Samsung Galaxy Note deviceIt should be noted that while an unlocked Samsung Galaxy Note from another carrier should work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked Samsung Galaxy Note worked on our network; however, certain advanced features may work sporadically or not at allWe regret any inconvenience Mr [redacted] has experienced In an effort to amicably resolve this matter, on October 9, 2017, T-Mobile sent Mr [redacted] a Certified Pre-Owned Samsung Galaxy Note handset which should be delivered to his billing address within one to three business daysPlease note that Mr [redacted] will not be charged for the above handset as long as he returns his non-T-Mobile Samsung Galaxy Note to the address below by October 30, Executive Response Team Attention: Cesar R Menaul BlvdNE Albuquerque, NM Please note that if Mr [redacted] does not return his non-T-Mobile branded Samsung Galaxy Note device, he will be charged $for the T-Mobile Certified Pre-Owned Samsung Galaxy Note handsetT-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to usWe also ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset 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 our retail location 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

May 9, 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 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced with his handset returnOn November 25, 2016, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy Sgigabytes (“GB”) handset with International Mobile Equipment Identifier (“IMEI’) number [redacted] under the line ending in At the time of purchase, Mr [redacted] trada Samsung Galaxy S64GB handset for a travalue of $which was used to pay the taxes on the purchase and the remaining $was applied as a bill credit to the accountAlso, Mr [redacted] agreed to a series of monthly installments in the amount of $ Following, on December 31, 2016, Mr [redacted] activated the mobile number ending in and again took advantage of a separate EIP with the purchase of a Samsung Galaxy S32GB handset bearing IMEI number [redacted] under the newly activated lineMr [redacted] paid the sales taxes of $and accepted monthly installments of $ Upon review, the Samsung Galaxy Shandset with IMEI number [redacted] is in use under the line ending in and the Samsung Galaxy handset with IMEI number [redacted] was confirmed received on January 25, 2017, by T-Mobile In an effort to amicably resolve this matter, on May 6, 2017, T-Mobile closed the remaining EIP balance for the Samsung Galaxy Shandset with IMEI number [redacted] and will credit its remaining balance once the charge reflects on Mr***’s accountAdditionally, credits totaling $113.25, for the previously billed Samsung Galaxy SEIP monthly installments, were issued to the accountAs a gesture of goodwill, an additional credit of $was issued to the account bringing the account to a zero balanceWe regret any inconvenience to Mr [redacted] and appreciate his business Please be advised that Mr***’s is subscribed to the T-Mobile ONE Two Lines All Inclusive rate plan for $per monthAdditionally, he has two active EIP for one Samsung Galaxy Sgigabytes (“GB”) handset and one iPhone 1268GB handset with monthly installments totaling $As Mr***’s account is enrolled into AutoPay, he receives a $per line AutoPay discount per monthAlso, the account is enrolled into the November Samsung Galaxy Soffer and receives a promotional EIP bill credit of $per monthBased on the above, Mr***’s estimated monthly recurring charges are $including bill credits, taxes, and fees 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 Aika A [redacted] Executive Response

March 2, 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 February 21, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] **T-Mobile has determined that [redacted] and [redacted] are one and the same personT-Mobile is pleased to report that [redacted] **’s concerns have been resolved to her satisfaction T-Mobile regrets any concerns [redacted] experienced in regards to her T-Mobile accountT-Mobile records confirm that on November 28, 2016, [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Rose Gold handset with 32GB of memory [redacted] was not required to make a down payment and agreed to a series of monthly installments of $ At the time of [redacted] **’s purchase, T-Mobile was offering the Apple Black Friday promotionAs part of this promotion, customers could receive an Apple iPhone 32GB handset for $350.00, via EIP bill credits, with the traof a fully paid off Apple iPhone 5s handset from any carrier T-Mobile records confirm that [redacted] tradher Apple iPhone 5s Gold handset with 16GB of memory however due to an inadvertent error, [redacted] **’s handset did not reflect as received by T-Mobile’s National Return Center (“NRC”)T-Mobile has confirmed the receipt of [redacted] **’s handset therefore, on February 28, 2017, we applied a credit $to the account for the EIP charges from November 23, through February 22, As [redacted] **’s account had a balance of $179.54, for the billing cycle charges from January 23, through February 22, 2017, the credit reduced the balance owed to $ Additionally, T-Mobile applied a credit of $to [redacted] **’s open EIP balance, reducing the balance owed to $350.00, in order to match the Apple Black Friday offer pricing [redacted] has accepted this as a resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

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]

Complaint: [redacted] I am rejecting this response because: The customer service and phone reception I have received over the last years have not been very goodI have had various issues with T-Mobile and there have been multiple encounters with disrespect from customer care including a recent call: I called to inform them I could not afford to make the payment until Friday 10/20/before having to ask for a manager I was told “well your service will be interrupted, you need to make a payment that will process today.” I explained I will pay the balance by Monday and I also questioned why my bill has been $for the past monthsI asked two different customer care reps and never received an answerI am still confused as to why my bills have been so high for the last months Sincerely, [redacted] ***

May 16, 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 5, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced in regards to his add-a-lineT-Mobile records confirm that on March 19, 2017, Mr [redacted] activated a third voice line ending line [redacted] on his above-referenced postpaid accountIt is important to note that Mr [redacted] ’s account is subscribed to the Two Lines T-Mobile ONE All In promotional rate plan for $As part of this promotional rate plan, add-a-lines are $per month Records confirm that from March 1, 2017, through March 5, 2017, postpaid customers on an eligible rate plan who have a minimum of two voice lines could activate one additional line for free, via bill creditsAs Mr [redacted] did not activate his voice line during this timeframe, his account did not qualify to receive the promotional bill credits Please be assured that T-Mobile strives 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 our retail location T-Mobile records confirm that Mr [redacted] ’s March 31, billing statement reflected a balance owed for the line ending in [redacted] in the amount of $for the prorated charges from March 19, 2017, through March 27, 2017, and $for the charges from March 28, 2017, through April 27, On April 4, 2017, at Mr [redacted] ’s request, T-Mobile cancelled the mobile number ending in [redacted] and applied a credit of $to Mr [redacted] ’s account As Mr [redacted] ’s account reflected a balance owed of $138.50, the account balance was reduced to $On April 18, 2017, T-Mobile received a payment of $90.00, reducing the account to a balance of zeroAdditionally, on April 30, 2017, T-Mobile applied an additional credit of $to Mr [redacted] ’s account, bringing the account to a credit balance of $ In an effort to resolve the matter, on May 16, 2017, T-Mobile applied a credit of $to Mr [redacted] ’s account for the SIM card purchase made on the day of activationAs Mr [redacted] ’s account reflected a balance owed of $95.85, for the May 1, billing statement, the balance was reduced to $Should Mr [redacted] wish to discuss this matter further, he may contact me at the number listed below Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I want the contract terminated and they can eat that billI have never had such bad service in my life and haven't talked to one person that has a good thing to say about t mobile service Sincerely, [redacted]

May 11, 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 30, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concerns have been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding the cancellation of the above-referenced accountT-Mobile records indicate Mr [redacted] initiated a lease for an iPhone Plus GB Rose Gold device on our Jump On Demand ("JOD") lease offer on January 29, Mr [redacted] remitted a capital cost reduction payment in the amount of $and agreed to monthly lease payments of $Additionally, Mr [redacted] initiated a JOD lease for a Samsung Note GB Gold device on December 17, 2017, and agreed to monthly lease payment of $At the end of each JOD lease agreement, Mr [redacted] would have the option to purchase the device for the purchase option price JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement On March 9, 2017, Mr [redacted] cancelled his T-Mobile accountMr [redacted] had a total of $plus taxes remaining in lease payments for the Note and a purchase option price of $Likewise, Mr [redacted] had a total of $plus tax remaining in lease payments for the iPhone Plus and a purchase option price of $Accordingly, T-Mobile billed Mr [redacted] , at the time of cancellation, for the remaining lease payments plus taxes which was reflected on his March 19, 2017, billing statement On the March 19, billing statement, Mr [redacted] had a balance of $1,due on April 11, 2017, which included the purchase option price for the Samsung Note GB Gold device and the iPhone Plus GB Rose Gold deviceHowever, T-Mobile records confirm both devices were returnedTherefore, account credits were applied, on April 2, 2017, in the amounts of $and $for the purchase option price of the devices and an adjustment in the amount of $for a monthly lease payment As such, on April 19, 2017, Mr [redacted] was sent a revised bill reflecting the credits for returning the devices and a remaining balance owed of $that was due on May 11, Please note T-Mobile applied an account credit as a good will gesture on April 30, 2017, in the amount of $While it is T-Mobile’s position that Mr [redacted] remains responsible for the remaining JOD payments, in an effort to resolve this matter, on May 3, 2017, T-Mobile applied account credits in the amount of $and $92.22, bringing the current balance to $due by May 11, Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 our Customer CareT-Mobile regrets any inconvenience this may have caused Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

June 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 June 7, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding his account and billingT-Mobile records indicate Mr [redacted] activated his account on October 31, 2013, with the line of service ending in ***Mr [redacted] added a mobile internet line of service ending in [redacted] on November 13, 2014, followed by a second mobile internet line of service ending in [redacted] on February 16, On January 17, 2015, Mr [redacted] added a voice line of service to his account, with the mobile number ending in ***Mr [redacted] ’s billing cycle ran from the 11th of one month to the 10th of the following monthOn November 6, 2014, Mr [redacted] utilized our Equipment Installment Plan (“EIP”) program with the purchase of a Samsung Galaxy Note handsetMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balanceMr [redacted] participated in our EIP program again on November 13, 2014, with the purchase of a Samsung Gear S smartwatchMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $Mr [redacted] used our EIP program again on January 17, 2015, with the purchase of a second Samsung Galaxy Note handsetMr [redacted] was once again not required to remit a down payment, and agreed to monthly installments in the amount of $T-Mobile records confirm that on March 25, 2016, Mr [redacted] cancelled the line of service ending in [redacted] when he ported it to another providerMs [redacted] ’s line of service ending in [redacted] was cancelled on March 26, 2015, when he ported it to another providerAs the numbers were not ported out, both of Mr [redacted] ’s mobile internet lines of service remained activeOn April 6, 2016, Mr [redacted] remitted a payment to T-Mobile in the amount of $248.85, followed by payments totaling $on April 8, 2016, to close the EIPs active on his accountMr [redacted] cancelled the line of service ending in [redacted] on April 9, However, due to an inadvertent error, the line of service ending in [redacted] remained activeMr [redacted] ’s billing statement dated May 10, 2016, reflected a balance owed in the amount of $for past due monthly access fees and applicable taxes for the line of service ending in On June 8, 2016, T-Mobile cancelled the line of service ending in [redacted] at Mr [redacted] ’s requestIn an effort to amicably resolve Mr [redacted] ’s concerns, on June 8, 2016, T-Mobile issued a credit to his account in the amount of $Mr [redacted] ’s final billing statement will be available on June 11, Upon confirmation of the final billing statement, T-Mobile will issue a credit to Mr [redacted] ’s account, and it will remain closed 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

December 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 20, 2017, regarding the above-referenced account T-Mobile regrets any continued billing concerns [redacted] has experiencedAs detailed in our letter to your office dated August 28, 2017, [redacted] ’s account reflected a past due balance of $1,433.16, which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxesFollowing a conversation with our Executive offices on August 23, 2017, T-Mobile offered to accept the return of the two Apple iPhone handsets leased through our JUMP! OnDemand (“JOD”) offering, as well as the Samsung Galaxy Shandset, the Galaxy Gear S Frontier wearable device, and the charging stand accessory purchased using our Equipment Installment Plan (“EIP”) offering for credit of the remaining balance of each item received, totaling $1, [redacted] accepted this offer, and T-Mobile provided a prepaid mailing label to return the equipment Upon further review, T-Mobile On September 1, 2017, T-Mobile received the two Apple iPhone handsets, and the Samsung Galaxy ShandsetHowever, the Galaxy Gear Swearable device and the charging accessory were not receivedAs such, above referenced credits were not issued Regretfully, [redacted] ’s account was cancelled on November 26, 2017, for non-paymentAs such, [redacted] ’s JODs and EIP were accelerated and billed to the account [redacted] was sent a final billing statement in the amount of $3,134.04, which consisted of a past due balance of $1,for services form May 2, 2017, through November 26, 2017, the accelerated equipment charges of $1,492.75, and credits of $for previously billed taxes After speaking with [redacted] on December 21, 2017, and in an effort to fully resolve [redacted] ’s concerns, T-Mobile issued a credit of 3,for the equipment monthly recurring charges for services form May 2, 2017, through November 26, As of the date of this letter, [redacted] ’s account remains cancelled and reflects a zero balanceT-Mobile regrets any inconvenience to [redacted] and we appreciate the opportunity to address 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 [redacted]

Tell us why here September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account T-Mobile is always working to improve our coverage and we further regret that Mr [redacted] did not have coverage in some of the areas that he traveled toAs Mr [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability With regard to Mr [redacted] ’s final billing statement, T-Mobile records confirm that Mr [redacted] canceled his account on July 1, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 28th of one month to the 27th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through July 27, Nevertheless, on September 22, 2017, we spoke to Mr [redacted] and offered a courtesy credit of $for the final balance on his accountMr [redacted] was satisfied with the resolution presented to himAs of the date of this correspondence Mr [redacted] ’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] and we hope to serve him again in the future Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Belen L [redacted] Executive Response