T-Mobile USA

June 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 11, 2016, regarding the above-referenced accountPlease be advised that on June 14, T-Mobile spoke with [redacted] ***, Ms [redacted] son in which she authorized on her account and have resolved Ms [redacted] concern to her satisfactionT-Mobile regrets any concern to Ms [redacted] regarding the closure of her T-Mobile accountT-Mobile records confirm that Ms [redacted] had three mobile numbers subscribed to T-Mobile’s Simple Choice North America Family planOur records confirm that Ms [redacted] contacted our online chat Customer Care team via MyT-Mobile.com and requested to cancel her accountDue to security purposes, account cancelation can only be placed by contacting Customer Care over the phone in which Ms [redacted] was referred to contact our phone Customer Care team to process her cancelation requestPlease note that on February 27, 2016, [redacted] ***, Ms [redacted] ’s authorized end user, ported his mobile number out to another carrier canceling the mobile number ending in [redacted] and leaving two mobile numbers activeOn that same date a bill generated reflecting a balance of $due by March 19, for monthly recurring charges and applicable taxes and fees for service from February 27, through March 26, Please be advised that T-Mobile does not reflect a record of Ms [redacted] or any of her authorized end users contacting Customer Care to request the cancelation for the remaining active two mobile numbersAs the lines remained active monthly recurring charges continued to be billedOn May 27, a bill generated reflecting a past due balance of $for monthly recurring charges for service from February 27, through May 26, and current charges in the amount of $for a total balance due of $The current charges consisted of monthly recurring charges and applicable taxes and fees for service from May 27, through June 26, T-Mobile records confirm that on June 3, Ms [redacted] contacted Customer Care regarding the recurring charges and requested that her T-Mobile accountAs requested, Customer Care canceled the remaining two active mobile numbersIn an effort to amicably resolve this matter, on June 14, 2016, T-Mobile applied a credit in the amount of $leaving Ms [redacted] ’s account closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCOscar T [redacted] Executive Response

Tell us why hereApril 11, 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 March 30, 2018, regarding the above-referenced account We are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction.We regret any inconvenience Mr [redacted] experienced regarding his T-Mobile account balance and we appreciate the opportunity to address his concerns T-Mobile records indicate on January 6, 2018, Mr [redacted] activated his account with line of service ending in and enrolled in our T-Mobile ONE rate at $per month Mr [redacted] also subscribed to the optional AutoPay service to have his payments automatically taken from his credit card and qualify for a $Autopay discount to make his rate plan $per month.Mr***’s first billing statement was produced in the amount of $and was due on January 27, On January 25, 2018, the payment of $was processed through AutoPay After Mr***’s billing cycle ended on February 6, 2018, a new billing statement of $was produced and was due on February 27, Regrettably, on February 17, 2018, Mr [redacted] cancelled his account by porting out his number to another service provided, however, he did not cancel the AutoPay option and on February 25, 2018, the payment of $was processed On February 28, 2018, Mr [redacted] contacted our Customer Care requesting to cancel Autopay and a refund for the last payment; however, the refund was declined as it had not been days since the account was cancelled After the billing cycle closed on March 6, 2018, a final prorated bill of $was produced and due on March 27, On March 17, 2018, the payment of $was returned to T-Mobile unpaid by the Mr***’s financial institution and as such a one-time returned payment fee of $was assessed to his account, for an updated total of $102.66.In an effort to amicably resolve Mr***’s concerns, on April 4, 2018, T-Mobile waived the $balance Mr [redacted] accepted the credit as resolution to his concerns and his account remains cancelled with a zero balance We regret any inconvenience to Mr [redacted] and we appreciate his time and efforts in resolving his concerns.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Sal O***Executive Response

August 18, 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 11, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced in regards to his T-Mobile accountOur records indicate that on July 12, 2016, Mr [redacted] activated an individual regular postpaid account with the mobile number ending in ***At the time of activation, Mr [redacted] was enrolled in the Simple Choice North America Unlimited Talk and Text rate plan for $per month, plus applicable taxesAdditionally, Mr [redacted] ’s account was enrolled in the JUMP! upgrade and Premium Handset Protection program for $per month, plus applicable taxesPlease note that there are no handset purchases that have been processed on the accountOn July 16, 2016, Mr [redacted] ’s account was charged $70.42, for the billing cycle charges from July 14, 2016, through August 13, Records confirm that a payment was not receivedOn August 16, 2016, Mr [redacted] ’s account was charged $70.42, for the billing cycle charges from August 14, 2016, through September 13, 2016, increasing the balance owed to $Records confirm that a payment was not received for this balanceTherefore, on August 13, 2016, Mr [redacted] ’s account was suspended for non-payment, and remains as such as of the date of this letterIt is important to note that at the time of activation, Mr [redacted] ’s account was enrolled in paperless billingMr [redacted] can check his billing statement by logging into his MyT-Mobile.com account and viewing the PDF statementPlease note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile would like the opportunity to address Mr [redacted] ’s handset concernsUnfortunately, with the information provided to your office, T-Mobile is unable to locate the business account Mr [redacted] references or additional equipment informationTherefore, in order to address Mr [redacted] ’s concerns regarding T-Mobile’s return policy and Limited Warranty Exchange program, T-Mobile requests that Mr [redacted] contact me at the number listed below to provide additional information needed to research this matter furtherBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

June 30, 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 June 18, 2017, regarding the above-referenced prepaid mobile number T-Mobile regrets any inconvenience this matter may have caused Ms [redacted] and we appreciate the opportunity address her concernsT-Mobile records confirm that as of March 15, 2017, Ms [redacted] is subscribed to the Simply Prepaid Unlimited Talk and Text rate plan for $monthly T-Mobile records indicate that on June 15, 2017, Ms [redacted] submitted a refill payment of $25.00, which was refunded to her same dayPlease note that an additional payment of $was remitted to the account on June 17, 2017, which posted to the account thereby renewing Ms [redacted] ’s service In a conversation with Ms [redacted] on June 20, 2017, Ms [redacted] stated there was a third transaction of $debited from a second bank accountHowever, T-Mobile shows no record of this transactionT-Mobile has agreed to refund Ms [redacted] $for the third transaction so long as Ms [redacted] can provide the two bank statements reflecting the three posted transactionsMs [redacted] was sent an email on June 20, 2017, requesting the above informationAfter receiving no response, T-Mobile issued a second email on June 28, 2017, as a reminder Ms [redacted] may provide the requested bank statements within days directly at [redacted] @T-Mobile.comMs [redacted] may also contact me directly at the phone number listed below for further assistance, if neededT-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 Thania R [redacted] Executive Response

January 18, 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 12, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterWe regret Ms [redacted] ’s experience with the migration of her above-referenced account to her business accountT-Mobile records indicate that on September 5, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung SEdge 32GB handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsMs [redacted] was not required to make a down payment; however, she agreed to pay $for the taxes on the full retail priceMs [redacted] then agreed to a series of monthly installments in the amount of $32.50, which appeared on the first bill following the purchase of the deviceOn the same day of the above purchase; however, our records indicate Ms [redacted] took part in the migration of her personal account to the business account number [redacted] This migration, or Change of Responsibility (“COR”), is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountIt should be noted that T-Mobile records indicate the account holder of record for the new business account is Primerica, and that Ms [redacted] as an authorized user of this accountAs part of this process, the newly created EIP for the Samsung SEdge referenced above was set to be transferred to the new account; however, upon review of the transfer the confirmation email sent to Ms [redacted] was unsuccessfully delivered and the EIP subsequently remained on her personal accountWhen the personal account ending was cancelled, the remaining EIP balance of $was accelerated and billed to her final billing statement dated September 28, Furthermore, as Ms [redacted] ’s final billing statement that included the above accelerated EIP balance and final prorated recurring service charges totaling $1,remained unpaid, on December 26, the account was referred to the third-party collection agency Receivables Performance Management In an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile issued a credit to her account in the amount of $1,to bring the account to a zero balanceThis will allow Ms [redacted] to continue utilizing the Samsung SEdge with the new business account with no further financial responsibility for the equipmentT-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeT-Mobile regrets any inconvenience to Ms [redacted] 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, INCKimo C [redacted] Executive Response

March 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 February 27, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have successfully contacted Ms [redacted] and has resolved the matter to her satisfactionT-Mobile regrets any account billing concerns Ms [redacted] may have experiencedOur records indicate that on January 11, 2016, payment arrangements were made with Ms [redacted] with regard to her outstanding balance in the amount of $1,At that time, Ms [redacted] agreed to remit a partial payment of $on January 25, 2016, via Future Dated Check (“FDC”)She also agreed to remit payment of $for the remaining balance on February 8, 2016, via FDCOur records confirm that on January 15, 2016, Ms [redacted] contacted Customer Care to inquire about making a payment prior to the scheduled arrangement dateAt that time, Ms [redacted] was informed that if she elected to make a payment, that upon request, the existing arrangement would be deleted to ensure that additional funds are not deducted from her checking accountMs [redacted] elected to not make any changes at that timeThat next day on January 16, 2016, Ms [redacted] remitted payment of $via Electronic Check Payment (“ECP”)On January 22, 2016, T-Mobile provided a text notification of the upcoming payment of $scheduled to be remitted via FDC on January 25, Thereafter, on January 25, 2016, the aforementioned payment was remitted via ECPOn February 2, 2016, Ms [redacted] contacted T-Mobile to report that as a result of the recent payment that she had been assessed Non-Sufficient Funds fees by her banking instituteAt that time, courtesy credits totaling $were applied to Ms [redacted] account and on February 3, 2016, she remitted payment of $Regrettably, on February 3, 2016, the aforementioned payment of $was returned as being un-paidOn January 6, 2016, an additional courtesy credit of $was applied to Ms [redacted] accountOn February 12, 2016, Ms [redacted] contacted Customer Care and attempted to make a payment via ECP, which was unsuccessfulAt that time, Ms [redacted] was informed that due to the recent returned check payment, her account was restricted from making payments via ECPPlease note that once a payment method has been restricted, customers are prevented from making payments via the returned payment method (electronic check or credit card) for days or more, regardless of the return reasonAs such, on February 16, 2016, Ms [redacted] remitted payments totaling $via credit cardOn February 25, 2016, T-Mobile informed Ms [redacted] that she will be eligible to make payments via ECP as of March 4, In an effort to provide an amicable resolution, T-Mobile applied a courtesy credit of $for half of the total outstanding balanceT-Mobile also agreed to place an Executive billing hold on the account until March 16, 2016, so that Ms [redacted] will be able to make a payment for the remaining account balance of $via ECPIn addition, 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 [redacted] recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] 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, INCEmilio San M [redacted] Executive Response

August 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced regarding her accountT-Mobile takes customer security very seriously and we strive to ensure that our customer’s accounts are protected T-Mobile records indicate there is currently an active password listed for Ms***’s account Please be advised that on July 24, 2017, Ms [redacted] contacted T-Mobile’s Customer Care department and her billing cycle was changed from a close date of the 2nd of the month to the 7th of the month, updating the monthly due date to the 28th of every month Additionally, T-Mobile records do not reflect that a payment arrangement was initiated on July 24, for Ms***’s past due balance Upon review, Ms***’s account was suspended for non-payment on July 26, Please be advised that a payment arrangement was established to resume service on July 26, through T-Mobile’s automated system with a payment scheduled for $on August 2, and $on August 16, At the time that the account was reactivated, the account was assessed a $restore from suspension fee Upon speaking with Ms***, a password was verified for the account The due date of the 28th was also confirmed In an effort to offer an amicable resolution, a total credit in the amount of $was applied for the restore from suspension fee and payment processing fee billed to Ms***’s account Additionally, as an added courtesy the payment arrangement for Ms***’s account was deleted and rather a collection hold was placed through August 30, Ms [redacted] was advised the hold prevents the account from suspension but does not automatically charge a payment and she must remit the payment manually to her accountT-Mobile regrets any inconvenience 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 Jessica G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Dear Diana,Thank you for getting in touch with meI did receive a phone message from you and I have called you back twice and left messagesI am hopeful that we will have the chance to connect soonI greatly appreciate your attention to this matter, however there are still some issues to addressFirst off, your math is not correct - The credits that you are offering me will leave me with a balance of $and not $as you have suggestedI also don't understand why I am being left with a balance at all? You should be applying the following credits to my account:$for the Astro Pop$Astro Pop Shipping & Handling$Evolve Tax$Evolve Shipping & HandlingResulting in a balance of $0.Further, I am confused as to why T-Mobile applied a credit for the Evolve handset ($79.20) and the Astro handset tax ($15.51), but neglected to apply any other credits? If you are ultimately saying that the Evolve was supposed to be returned (which was explicitly NOT explained to me over the phone, or communicated to me in any other way by the agent I spoke with on 7/15/15), then why are you still attempting to charge me for the Astro handset ($149.76), the Evolve tax ($7.65), and Shipping & Handling charges for both ($x 2)??From my perspective, T-Mobile is attempting to charge me for all kinds of things and is doing so illegallyYour loyalty department very graciously offered to send me a FREE handset so that I would have a working phone on your networkThere was supposed to be NO CHARGE to meT-Mobile did NOT instruct me to send back anything and because your company keeps phone records, I encourage you to listen to the call log from 7/15/I have absolutely nothing to fear because I am telling the truth in this matterI asked your agent on the phone if I should return the EvolveShe did not give me an answer and subsequently I received no further communication from T-Mobile regarding this matter by phone, mail or email At this point I am asking you to send me a shipping label to return the Evolve and issue sufficient credits in order for me to obtain a $balanceThe worst part about this experience is that I have been a very loyal T-Mobile customer since switching over to your service in Despite my constant service interruptions I have defending T-Mobile vehemently and have been enthusiastically supporting the companyNow I must question the my loyalty because how can I be loyal to a company that has both lied to me AND called me a liar? I am getting the clear message that T-Mobile would rather lose my business than admit any wrongdoingAnd all this over an $phone! Really??Please make this rightI look forward to hearing from you and I can be reached anytime at [redacted] Sincerely, [redacted]

September 12, 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 30, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that this matter may have caused Mr [redacted] and appreciates the opportunity to respond to his concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care T-Mobile has confirmed on July 28, 2017, Mr [redacted] elected to change his mobile number on July 28, to the mobile number ending in *** It should be noted, however, that there are a limited quantity of phone numbers available, and it is therefore a possibility a customer will be assigned a mobile number that was used by a previous customer Please be advised that prior to reassigning a previously used mobile number to a new subscriber, T-Mobile holds or “ages” the number for a minimum days Please be advised that T-Mobile has requested all collection activity to be stopped with all collection services in association with the number ending in *** Mr [redacted] is aware that this request can take up to days to take effect and for all collections that may be in association with T-Mobile to stop completelyT-Mobile regrets any inconvenience Mr [redacted] may have experienced in receiving unwanted calls 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 877-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

March 31, 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 March 30, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with Mr [redacted] , he confirmed that T-Mobile had resolved this matter to his satisfactionT-Mobile regrets Mr [redacted] ’s concerns with regards to changing his rate plan online and charges assessed to the final billing statementOn November 14, 2015, Mr [redacted] ’s mobile number ending in was cancelled when the line of service was ported to another service providerMr [redacted] ’s account subsequently remained active with the mobile number ending in ***It is important to note that T-Mobile has no record of Mr [redacted] requesting to change his rate plan from a family plan to an individual rate planAs such, Mr [redacted] ’s account remained on the grandfathered Simple Choice Family Unlimited Talk and Text rate plan which does not include the Mobile Without Borders featureThe Mobile Without Borders feature expands our seamless calling and coverage area across the U.S., Mexico and Canada at no extra cost for T-Mobile’s currently offered Simple Choice North America rate plansIn most cases, customers may migrate to the Simple Choice North America at no extra costsAdditionally, the feature may be added to a grandfathered rate plan for $monthlyAs Mr [redacted] was on a grandfathered rate plan which did not include the Mobile Without Borders feature, he was assessed $for international calls to Canada at $per minutePlease note that voice charges vary by countryT-Mobile recommends that customers visit www.t-mobile.com/international to see the current rates in countries to which they will be callingOur records also indicated that Mr [redacted] canceled his account on March 21, 2016, when he ported his mobile number ending in [redacted] to another service providerMr [redacted] ’s billing cycle ran from the 21st of one month to the 20th 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 April 20, As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $which is equal to the final billing statement chargesAs such, Mr [redacted] ’s account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

February 7, 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 a letter dated January 25, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to her T-Mobile purchaseT-Mobile records confirm that on November 25, 2016, Ms [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SGold handset with 32GB of memoryMs [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $Records confirm that from November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data feature, traa qualifying fully own Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy SEdge, or LG Vfor free, via monthly bill creditsT-Mobile records indicate that while Ms [redacted] tradher Samsung Galaxy Shandset, the account was subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan lines for $140.00, plus taxes, for the first two voice lines of service, rate plan, which did not qualify for the offerNevertheless, in an effort to amicably resolve the matter, on January 30, 2017, T-Mobile applied a credit of $to Ms [redacted] ’ open EIP balance on the Samsung Galaxy Shandset, reducing the balance owed to $Ms [redacted] has accepted this as a resolution to her 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, INCDiana J [redacted] Executive Response

June 7, 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 June 2, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountT-Mobile sincerely regrets any inconvenience Mr [redacted] has experienced regarding his accountT-Mobile records indicate that Mr***’s account may be placed on seasonal suspend once per months for a maximum of consecutive daysHowever, as the account is under contractual obligation, the contract will be extended for the amount of time the account is on a seasonal suspensionPlease note the cost for a seasonal suspend is $plus tax per monthPer Mr***’s request, his two lines of service ending in [redacted] and [redacted] were seasonally suspended on December 27, 2015, and were scheduled to resume on March 24, 2016, provided that payments remain current through that dateIf at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removedRegretfully, as the account went past due during the duration of the seasonal suspend the account was suspended for non-payment on February 5, Please note on February 10, 2016, payment was remitted in the amount of $which systematically restored service on the account to an active statusAs T-Mobile did not receive a request from Mr [redacted] to seasonally suspend her account again the account began incurring monthly access chargesAs such, Mr***’s account balance of $represents monthly access charges rendered from the billing statements dated March 7, 2016, through May 7, In an effort to amicably resolve this matter, on June 3, 2016, T-Mobile applied a credit in the amount of $bringing the account balance to zeroPlease note Mr***’s account is once again active and will begin incurring monthly access chargesT-Mobile regrets any inconvenience this may have caused Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCZachary S [redacted] Executive Response

June 13, 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 31, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] has experienced regarding his billing and payment arrangements on his accountOn February 20, 2017, Mr [redacted] ’ account was activated with four mobile lines of service subscribed to our T-Mobile One Line rate plan with taxes and fees included, for a monthly recurring charge (“MRC”) of $Mr [redacted] ’ billing cycle goes from the 29th of each month to the 28th of the following monthIn addition, Mr [redacted] added a fifth line of service ending in for an additional amount of $per month On March 1, 2017, Mr [redacted] ’ first bill generated reflecting a balance in the amount of $due by March 21, 2017, for services from March 1, 2017, through March 28, On March 2, 2017, Mr [redacted] requested for Autopay to draft from his account on the fourth of every monthIn order to meet this request, a bill cycle date change was applied to the accountThis moved the bill cycle dates to the 14th of the month to the 13th of the following month Please note that on March 4, 2017, T-Mobile processed a $goodwill credit toward Mr [redacted] ’ account reducing the balance to $Additionally, T-Mobile received a payment for Mr [redacted] account for $On March 5, there was another payment of $made toward the account leaving a credit balance in the amount of $ It is important to note, when performing a bill cycle date change, prorated charges are expected due to the offset of billed days on the monthly billIn Mr [redacted] ’ case, his following billing statement was assessed prorated charges from March 29, 2017, through April 13, 2017, in the amount of $Additionally, Mr [redacted] was charged his MRC of $205.00, Android Marketplace charges of $12.96, and a late payment fee of $5.00, for a total balance of $due by May 6, T-Mobile applied goodwill adjustments to the balance in the amount of $8.90, reducing Mr [redacted] ’ balance to $due on May 6, Please be advised that on May 12, 2017, Mr [redacted] ’ line ending in was canceled reducing his MRC by $monthly and was provided a prorated credit of $for services from the date of cancelation through the end of the cycle leaving a balance due of $ On May 16, 2017, a bill generated reflecting as past due balance of $for services through May 13, 2017, and new charges in the amount of $for services from May 14, 2017, through June 13, 2017, reflecting a balance due of $which T-Mobile confirms is 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 Juan C [redacted] Executive Response

March 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: Nicholas [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 13, 2017, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets Mr [redacted] ’s ongoing concerns regarding his enrollment in our Friends and Family promotionPursuant to our previous response, T-Mobile indicated that Mr [redacted] ’s mobile numbers ending in [redacted] and [redacted] were enrolled in T-Mobile’s Friends and Family Lines on Us promotionHowever, upon further review, only Mr [redacted] ’s mobile number ending in [redacted] was accurately enrolled in the Friends and Family Lines on Us promotion Please be advised that the mobile number ending in [redacted] is subscribed to our 200MB rate plan, at a cost of $per monthHowever, as Mr [redacted] has both voice and data services with T-Mobile, he is provided a monthly credit of $10.00, making the line ending in [redacted] free each monthA review of Mr [redacted] ’s account confirms that it is Mr [redacted] ’s mobile number ending in [redacted] which was added during T-Mobile’s Friends and Family Lines On Us offer, but has not yet been properly enrolled to receive the promotion On March 1, 2017, when Mr [redacted] ’s mobile number ending in [redacted] was enrolled in T-Mobile’s Friends and Family Lines On Us promotion, Mr [redacted] was provided retroactive credit in the amount of $for the three months of missed creditsIn addition, Mr [redacted] was provided a credit in the amount of $for the promotional credit for the billing statement dated March 19, Upon speaking with Mr [redacted] regarding this matter, T-Mobile agreed to enroll the line ending in [redacted] in our Friends and Family Lines On Us offer, and Mr [redacted] will see the promotional credit, and retroactive credit, appear within two billing cyclesIn addition, T-Mobile has agreed to follon Mr [redacted] ’s account when his next two billing statements release, around April 20, 2017, and May 20, 2017, to ensure that Mr [redacted] has received his promotional and retroactive creditsT-Mobile regrets any inconvenience to Mr [redacted] regarding this matter 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 Kayla J [redacted] Executive Response

February 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 28, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to his international coverageAs Mr [redacted] mentions in his correspondence, he is roaming internationally outside of the United StatesAs Mr [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areas when roaming on another carrier’s networkThere are many factors that may affect Mr [redacted] ’s coverage while utilizing another carrier’s network outside of the United States, such as the other carrier’s cell equipment or congestion issues with their towersT-Mobile has processed troubleshooting steps to ensure that Mr [redacted] ’s handset or SIM Card were not causing his connection issues and have not found them to be at faultHowever without being able to speak directly to him we are unable to complete all necessary troubleshooting stepsOn February 2, 2016, T-Mobile applied a courtesy credit of $69.89, for the billing cycle charges from January 25, through February 24, 2016, reducing the account to a zero balanceShould Mr [redacted] wish to process any additional troubleshooting, he may contact me directly at the number listed below or reply directly to the emails that we have sent to himWe look forward to hearing from Mr [redacted] and resolving 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, INC [redacted] J [redacted] Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that Mr [redacted] is subscribed to our Premium Handset Protection (PHP) for $per monthPHP is a device protection program provided by T-Mobile on behalf of Assurant SolutionsPHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions On October 23, 2016, Mr [redacted] filed an insurance claim for his handsetPlease be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment to avoid being charged a non-return feeOur records do not indicate that the handset was returned to Assurant; and as such, Mr [redacted] was charged a $non-return fee for the handset As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 25, 2017, T-Mobile applied a credit of $to Mr [redacted] ’s account for the non-return fee leaving his account with a balance of $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

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 meBUT its important to clarify that this billing problem start the very first day we ( [redacted] and [redacted] ***) became Tmobile customers, that very first day we got a NOT contract lines, and we paid that day for phones equipment and first month of service, this is simple and common sense, nobody get service out of contract if they don't pay in advance the first month,that day we reject a credit report checking and that was the reason we couldn't setup an automatic payments in our account, making us to do on time one time payments month to month for almost yearsTmobile don't have a record of that very first bill neither me, the only evidence to proof who is right in this case, that's why tmobile agree to refund the last bill paid, another important issue, in the case that tmobile is right and we are not in this case, why Tmobile charge a full month bill, when we paid july and cancel service july (days of service),.we are satisfactory with the response and solution of this case, but tmobile should be carefully treating customers that cancel services, we understand they are a business and don't want lose money, but is wrongful send collection letters the same month of unpaid and disputed bill, without effort to find better solution first, that letter they sent to us is offensive after we was long time good customers and the paragraph included informing if we return to tmobile all cancellation fees in our account will be removed, we interpret this as menace and offensive, we never going back to Tmobile NEVER EVER, this complain was no about money, was Justice aboutWe thanks to Revdex.com and tmobile too, for this final resolution.Sincerely, [redacted] ***

October 6, 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 September 25, 2017, from [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding this matter T-Mobile records indicate that Mr [redacted] ’s account was activated on July 5, 2017, in which he has had concerns with serviceRegretfully, Mr [redacted] noticed that he was not receiving calls and was missing text messages T-Mobile records confirm that Mr [redacted] is using a non-T-Mobile branded Samsung Galaxy Shandset It should be noted that while an unlocked Samsung Galaxy Shandset from another carrier will 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 carriers Historically, the basic functions of the unlocked Samsung Galaxy Shandset worked on our network; however, certain advanced features may work sporadically or not at all We regret any inconvenience Mr [redacted] has experienced Mr [redacted] contacted Customer Care on July 14, and was provided a 4G LTE Cellspot to improve his reception T-Mobile records indicate that on September 27, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SBlack Onyx 32GB handset for line ending in EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Please note Mr [redacted] accepted a tracredit for the amount of $for his [redacted] Samsung Galaxy ShandsetThe trade in credit was applied towards the down payment for the EIP and he was asked to pay for taxes and shipping charges for a total of $ Mr [redacted] additionally agreed to a series of monthly installments in the amount of $ On September 29, 2017, Mr [redacted] purchased a Samsung Galaxy SEdge Silver 32GB handset for line ending in 7527, Mr [redacted] accepted a tracredit for the amount of $for his [redacted] Samsung Galaxy Shandset and was asked to pay taxes and shipping for a total amount of $Mr [redacted] additionally agreed to a series of monthly installments in the amount of $ 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 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 retail location and Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Rochelle 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 me Sincerely, [redacted]

November 7, 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 27, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets the billing concerns Mr [redacted] has encounteredOn August 28, 2016, Mr [redacted] remitted a payment in the amount of $to pay off his Sony Xperia ZBlack handsetThe final charge for the Sony Xperia handset was reflected on the billing statement dated September 23, 2016, for services rendered from August 23, 2016, through September 22, Our records confirm Mr [redacted] has not been charged twice for the Sony Xperia handsetOn October 15, 2016, Mr [redacted] ’s account was suspended due to non-paymentCustomers may be suspended when payment in full is not received by the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] remitted a payment in the amount of $and the account was reactivated, the account was assessed a $restore from suspension fee per line of serviceIn order to amicably resolve Mr [redacted] ’s concerns T-Mobile can offer to credit Mr [redacted] ’s restore from suspend fees from June to October for a total credit in the amount of $If Mr [redacted] chooses to accept our offer he may contact me directly at the number listed below no later than November 15, The account reflects a current balance of $for monthly recurring charges, Equipment Installment Plans, a past due balance, taxes and feesThe amount is due by November 15, 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, INCChristopher P [redacted] Executive Response