T-Mobile USA

April 18, 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 10, 2017, regarding the above-referenced account T-Mobile regret any concerns to Ms [redacted] regarding the information she claims was provide to her by our Customer Care representativesPlease note that as Ms [redacted] ultimately cancelled her T-Mobile service on February 17, 2017, the purchase option price of $per handset, totaling $was reflected on her final billing statement dated March 14, As a gesture of good faith and in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile issued a credit of $for the total purchase option price of both iPhone 6s devices, leaving the account with a remaining balance of $which consists of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $for the iPad Air Ms [redacted] can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip 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

December 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 November 23, 2017, regarding the above-referenced accountT-Mobile is delighted to have been able to resolve this matter to Mr [redacted] ’s satisfaction T-Mobile sincerely regrets any concerns that Mr [redacted] experienced regarding his recent return and refundT-Mobile records indicate that on September 15, 2017, Mr [redacted] contacted Customer Care and two orders were placed on his account, an order for an Apple iPhone and a second order for an iPhone 7/Otter box and iPhone 7/Plus Screen ProtectorPlease be advised that the order for the Apple iPhone was cancelled and therefore not charged to Mr [redacted] ’s select method of payment; however, the second order for the accessories was not cancelled, and Mr [redacted] was charged $once the order was shipped T-Mobile records next indicate that on November 2, 2017, T-Mobile received notification from Mr [redacted] ’s financial institution that the payment of $for the accessories could not be honored, and the payment was therefore returned to T-Mobile unpaidIt is very important to note that Mr [redacted] should have received his refund of $at this time from his financial institution due to the chargebackAs a result, a charge in the amount of $was added to Mr [redacted] ’s T-Mobile accountHowever, on November 14, 2017, when it was determined that Mr [redacted] had returned the accessories, a credit of $was entered to Mr [redacted] ’s accountIt is very important to note that according to T-Mobile records, Mr [redacted] has been fully refunded for his accessory purchase Upon reaching Mr [redacted] to discuss this matter, Mr [redacted] indicate that he did not authorize the accessory purchase occurring on September 15, 2017, and had not received any refund back to his original payment method in the amount of $T-Mobile sincerely regrets if this was the case and agreed to internally investigate this matter furtherIn addition, as a courtesy to Mr [redacted] , and in an effort to amicably resolve this matter, T-Mobile issued an account credit in the amount of $117.00, resulting in a revised credit balance of the same amountMr [redacted] accepted this offer as resolution in full to his concerns Regarding Mr [redacted] ’s concerns with his Autopay, T-Mobile records confirm that due to a recently returned payment, Mr [redacted] ’s account was temporarily barred from adding AutopayHowever, T-Mobile has removed this block and records confirm that Mr [redacted] has since enrolled successfully in Autopay once againT-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] ’s recent contact with our 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 Kayla J [redacted] Executive Response

October 3, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] - [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc.... (“T-Mobile”) is in receipt of your correspondence dated September 26, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that on September 12, 2016, Ms. [redacted] provided T-Mobile with permission to perform a Change of Responsibility (“COR”) for her mobile numbers ending in [redacted] and ***. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s). On September 12, 2016, Ms. [redacted] ’ mobile number ending in [redacted] completed a COR and was transferred to the new account owner. On September 18, 2016, Ms. [redacted] was able to successfully transfer the EIP pertaining to her mobile number ending in [redacted] to the new account holder. Upon speaking with Ms. [redacted] , she would like to transfer the current balance for her mobile number ending in [redacted] to the new owner. T-Mobile explained to Ms. [redacted] that this is not an option; as balances on the account cannot be transferred to another account regardless of a COR. Regretfully, this is a domestic issue and should be resolved between Ms. [redacted] and her father, who is the new owner of the mobile number ending in ***. However, in an effort to amicably resolve this matter, on September 28, 2016, T-Mobile applied a courtesy credit of $200.00 to Ms. [redacted] account. Ms. [redacted] accepted this credit as a resolution. As of September 29, 2016, Ms. [redacted] ’ account balance is $216.40, which consists of her monthly access charges form August 5, 2016, through September 4, 2016, monthly EIPs, monthly Extended Payment schedule charges, and applicable taxes. In addition, T-Mobile placed a hold on Ms. [redacted] ’ account for payment until September 30, 2016. T-Mobile regrets any inconvenience to Ms. [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 attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Ligia M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Just to let you know the TMobile you contact for resolutions had no done anything ..except that today I receive a Final notices that m y account will be send to collections. Please find attach such letter. Someone from TMobile wrote a min e-mail in this regards asking me when will be the best time to call me that is it. But I do not have anything to discuss by the phone with them because I have spoken to several people and no solutions it was done. Reasons I ask for your the BBB help. They are charging me for services not provide because it was canceled . So please do not ask for some to call me... I am under psychological therapy because of my Post-traumatic syndrome for the death of my husband caused by that obsolete service. Best regards [redacted] Sincerely, [redacted]

February 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile is pleased to advise that Ms [redacted] ’s concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] has experienced with regards to the above referenced account statusT-Mobile records confirm that Ms [redacted] activated the above referenced T-Mobile account on October 31, At the time of activation Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdgeMs [redacted] was asked to make a down-payment in the amount of $and a series of monthly installments in the amount of $ Regrettably, Ms [redacted] advises that a family emergency arose therefore she was required to leave the country to tend to the emergencyAs UPS attempted delivery of the device, and the recipient (Ms [redacted] ) was unavailable, the equipment was returned to T-Mobile As T-Mobile was not made aware that Ms [redacted] was leaving the country, the account was cancelled for non-payment on December 22, As the account balance of $remained past due, on February 2, 2017, T-Mobile began the process of enlisting the assistance of a third party to collect the balanceAs such, a collection agency fee in the amount of $was added to the account balance increasing the total outstanding account balance to $284.44, and the account was placed with Enhanced Recovery ServicesFurthermore, when Ms [redacted] returned from abroad, she was instructed that she would have to activate another T-Mobile account, which she did with account number [redacted] Upon review of the account, and Ms [redacted] ’s correspondence, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn 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 accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience caused to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lupe C [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Pre my attorney, you are not to be talking toSo I will not contact your legal departmentI will share all documents information with them It was illegal for communication to talk with from the start read the law Sincerely, [redacted]

Revdex.com: I am writing to inform you that the complaint # [redacted] against T-MOBILE has been resolvedOnce again I would like to thank you for your helpSincerely, [redacted]

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 meAlthough if I may make a suggestion to TMOBILE to not send verification messages making customers go through so much to have validated.Sincerely, [redacted]

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 meThank you very much Revdex.com.Sincerely, [redacted]

May 9, 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 May 1, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same person T-Mobile regrets any ongoing concerns Ms [redacted] experienced in regards to her account balanceAs stated in our previous letter to your office, on April 12, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled when Ms [redacted] ported the number to another service providerT-Mobile records confirm that on December 2, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”)Additionally, on December 15, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled at Ms [redacted] ’s requestHowever, Ms [redacted] ’s mobile number ending in [redacted] remained active and in use on the account as we did not receive a request for cancellation T-Mobile records confirm that on August 17, 2016, Ms [redacted] ’s billing statement reflected a balance owed of $On September 9, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zeroOn September 17, 2016, Ms [redacted] ’s billing statement reflected a balance owed of $Records confirm that on September 25, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zeroOn October 17, Ms [redacted] ’s billing statement reflected new charges of $Records confirm that on November 4, 2016, T-Mobile received a payment of $120.96, reducing the account balance to zero On November 17, 2016, Ms [redacted] ’s account reflected a balance owed of $As a payment was not received for this balance, it carried forward to Ms [redacted] ’s following billing statement dated December 17, 2016, which reflected new charges of $201.38, increasing the balance owed of $Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms [redacted] ’s January 17, billing statement, which reflected a balance owed of $47.68, increasing the balance owed to $ Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms [redacted] ’s February 17, billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $As payment was not received for the full balance owed, it carried forward to Ms [redacted] ’s March 17, 2017, billing statement which reflected a balance owed of $for the accelerated charge of $for the above-referenced LG Ghandset, $late invoice charge and $in taxes, increasing the balance owed to $On April 13, 2017, T-Mobile applied a credit of $134.25, for the final billing statement total, reducing the balance owed to $ In an effort to amicably resolve the matter, on May 5, 2017, T-Mobile applied a credit of $89.36, for the billing cycle charges from January 17, through February 17, 2017, reducing the balance owed to $As Ms [redacted] has expressed that she has additional payment documentation that reflects that she made additional payments to the account, T-Mobile has requested that she send her documentation to T-Mobile’s Executive Office within days for reviewT-Mobile will review Ms [redacted] ’s documentation and apply any missing payments to her balance should it be warrantedMs [redacted] has accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

April 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced accountT-Mobile records confirm the account holder of record is [redacted] and [redacted] has been designated as an authorized user on the account T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channelsWe regret any concerns Mr [redacted] has experienced regarding the T-Mobile ONE 4th Line Free offer and the September iPhone T-Mobile ONE offer According to our records on September 28, 2016, Mr [redacted] activated the above referenced account with mobile numbers ending in ***, ***, [redacted] and [redacted] during the T-Mobile ONE 4th Line Free promotional periodThis promotion provided customers the 4th line free under T-Mobile ONE reducing the cost of a four line account to $per line per month via a promotional bill credit to cover the cost of the 4th line monthly recurring charge Our records confirm that on December 27, 2016, the account was successfully enrolled into the T-Mobile ONE 4th Line Free offer, making it eligible for a monthly $promotional bill credit to cover the 4th lineAdditionally, as the account is enrolled to AutoPay, it is also eligible to receive monthly bill credits of $per line totaling $monthly for Mr***’ six lines of service On September 28, 2016, Mr [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of three iPhone gigabytes (“GB”)At the time of purchase, a down payment was not required; yet, Mr [redacted] remitted a payment of $for the taxes on the retail price of the devices and a series of monthly installments in the amount of $($per handset) were accepted Please be advised that from September 26, 2016, for a limited time, T-Mobile offered the September Apple iPhone T-Mobile ONE offer whereby new and existing customers could tratheir fully paid off iPhone 6s and receive a new iPhone purchased under EIP, for $via EIP bill credits to their accountsThere were several eligibility requirements for this promotion and review of the account confirms that it was eligible for the promotion After further review of Mr***’ device trade-ins associated to the above mentioned offer, T-Mobile found that only two were processed into our warehouseTherefore, as of March 13, 2017, credits totaling $for the travalue of both devices were posted to the accountOn March 14, 2017, and although T-Mobile had no record of receipt of a third device trade-in, as a courtesy, a credit of $for the travalue of a third device was posted to the accountAs of April 5, 2017, the account reflects a credit balance of $Because a trawas required to qualify for the September Apple iPhone T-Mobile ONE offer, Mr [redacted] was not enrolled in the promotion for his third line of service ending in ***In addition, and due to an inadvertent error, the second line ending in [redacted] was not properly enrolled in the promotion However, in an effort to amicably resolve this matter, on April 6, 2017, T-Mobile agreed to close and credit the EIP of two iPhone 32GB devices that were not enrolled in the promotion therefore fulfilling the September Apple iPhone T-Mobile ONE offer for these devicesMr [redacted] will receive promotional EIP bill credits of $per month for the remaining iPhone handset under the line ending in [redacted] as it is properly enrolled into the September Apple iPhone T-Mobile ONE offer Additionally, on April 6, 2017, pursuant to Mr***’ request, T-Mobile changed his rate plan to T-Mobile ONE Taxes Included rate plan which will total $per month for his five voice lines of serviceMr [redacted] understands that by changing his rate plan he will no longer be eligible for the T-Mobile ONE 4th Line Free offerAlso, pursuant to Mr***’ request, the mobile internet line ending in was changed to T-Mobile ONE Tablet Taxes Included data rate plan for $per monthHowever, Mr [redacted] will receive a mobile internet discount of $per month so long as he maintains at least one active voice line on his account, reducing his mobile internet rate plan to $per month In addition to the above mentioned EIP’s for the iPhone of $27.09, Mr [redacted] also has four additional active EIP’s that total $per monthMr [redacted] than receives additional promotional bill credits totaling $for the November Samsung Tablet On Us offer and the Sept T-Mobile ONE Affordable Smartphone On Us offerPlease be advised that Mr***’ therefore will continue to receive a total of $in promotional bill credits and AutoPay discounts reducing his estimated monthly recurring charge to $including all EIP monthly installments on the account and after all promotional bill credits have been applied 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

April 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 6, 2017, regarding the above-referenced file number Although Mr [redacted] states he is an authorized user of the account, T-Mobile records confirm that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr [redacted] regarding his correspondence to your officeThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 800-937-Additionally, Mr [redacted] may have one of the authorized users on the account contact me at the number listed below to discuss this matter further Furthermore, please be advised that T-Mobile has not received a notice of representation from Mr [redacted] ’s attorneyHowever, if Mr [redacted] has retained legal counsel, all communication must be sent to T-Mobile’s Legal department via written correspondence at the following address: T-Mobile Wireless Legal Department SE 38th Street Bellevue, WA 98006- Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

February 19, 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 February 6, 2016, regarding the above-referenced accountT-Mobile records confirm that the billing responsible party is [redacted] and he has designated [redacted] as an authorized user to his accountT-Mobile regrets any misunderstanding Ms [redacted] experienced with our Carrier Freedom offerUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collectionT-Mobile regrets any misunderstanding regarding the reimbursement processIt is important to note that at the time of activation Mr [redacted] participated under T-Mobile’s EIP when purchasing an Apple iPhone 6S 16GB and a Certified Open Box (“COP”) Samsung Galaxy S16GB deviceAt the time of purchase Mr [redacted] traded in two HTC Mdevices and an Apple iPhone device in which he received tracredits totaling $that were applied toward the equipment purchased at the time of activationMr[redacted] paid the amount of $toward the above mentioned devices, leaving a balance of $Mr [redacted] agreed to pay the amount in monthly payments of $during the following 24-monthly installmentsIn review of Mr**’ account, our records confirm that the original submission was received under mobile number ending in [redacted] which was not a qualifying number, and as such the submission was declinedAs stated in Ms [redacted] ’s correspondence, she has confirmed the delivery of the reimbursements totaling $and as such the total carrier freedom credit and reimbursement issued by T-Mobile totals the amount of $1,It is T-Mobile’s position that reimbursements have been issued accordinglyOn February 17, 2016, T-Mobile contacted Ms [redacted] , and reviewed the device tracredits which were used as the down payments toward T-Mobile’s purchased devicesBased on the confusion and misunderstanding Ms [redacted] may have experienced as an additional gesture of goodwill T-Mobile agreed to issue a credit of $covering the monthly recurring charges reflecting on the billing statement dated February 7, T-Mobile is pleased to inform your office that Ms [redacted] has accepted the credit as resolutionT-Mobile regrets any inconvenience Ms [redacted] may have experienced with her Samsung Galaxy Sdevice, as stated above the purchase was for a COB device which carries a 90-day limited warranty from the time of purchaseAs of the date of this letter the limited warranty to Ms [redacted] ’s Samsung Galaxy Shas expiredPlease note that prior to any device replacement whether the device is or is out of the limited warranty period provided by T-Mobiles, we ***empted to troubleshoot to determine if there is a possibility of a device or network related issueRegretfully upon speaking to Ms [redacted] , she declined the troubleshooting steps instructedAlthough Ms [redacted] does not fall within the limited warranty terms, as a final gesture of goodwill, T-Mobile has agreed to replace her non-working Samsung Galaxy Sdevice with a new Samsung Galaxy SdeviceMs [redacted] must return the non-working Samsung Galaxy Sto my ***ention in like-new conditionFailing to return the device will result in a $non-return fee being assessed toward the accountThe handset may be returned to the following address: [redacted] T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include the handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the devicePlease be advised if the full kit is not returned such as the charger a $restocking fee will be assessed to the accountPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms [redacted] and a $fee for the new Samsung Galaxy Sdevice will be remain on her T-Mobile accountIt is important to note, Ms [redacted] must have the equipment post marked for return no later than March 3, Should Ms [redacted] fail to meet this date, the offer will be considered void and charges will be considered validPlease note that Ms [redacted] ’s new Samsung Galaxy Scarries 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 ProgramAlternatively, customers can replace their device through a post-exchange programIt is important to note that future device related concerns will follow the terms of the Handset Exchange program which require troubleshooting steps prior to confirming replacement qualificationBased 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, INCSacny A [redacted] Executive Response

April 6, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in... receipt of your correspondence dated April 1, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] ’ concerns to her satisfaction. T-Mobile understands that unexpected charges on a monthly billing statement can be very concerning and we regret any inconvenience to Ms. [redacted] in regard to her recent handset exchange. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S6 Edge 128GB handset on August 13, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If, upon receipt of the non-working device, it is found to not be in good physical condition, an Out of Warranty Fee will be assessed. T-Mobile has confirmed that, on February 2, 2016, Ms. [redacted] visited an authorized T-Mobile dealer for assistance with her device. During this visit, the T-Mobile dealer determined a Handset Exchange was necessary and processed the order for Ms. [redacted] . It is important to note that, at the time the order was processed, the T-Mobile dealer was to inspect the device in order to insure it was in good physical condition prior to the exchange being processed. Based on these findings, T-Mobile has determined the Out of Warranty Fee and associated taxes will be waived; Ms. [redacted] ’ account now reflects a revised balance of $102.05 which is due no later than April 17, 2016. In Ms. [redacted] ’ letter to your office, she has also expressed concern that the replacement device she received has damage to the LCD screen. T-Mobile takes such matters very seriously and strives to ensure our customers receive fully functioning devices when taking advantage of our Handset Exchange Program. In an effort to amicably resolve this matter, and because Ms. [redacted] is a very tenured customer with an excellent account record, T-Mobile will ship Ms. [redacted] a new replacement device from our executive office of the same make and model at no cost. Please note that T-Mobile does not have the same color of device in stock as the one Ms. [redacted] originally purchased, however she has agreed to receive an alternate color. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Liana G [redacted] Executive Response

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated January 17, 2018, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding unauthorized purchases on her account Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.T-Mobile records indicate that on December 18, 2017, equipment and accessories were purchased utilizing our Equipment Installment Plan (“EIP”) program T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated Therefore, Ms [redacted] has been absolved of all financial responsibility for the equipment purchased on December 18, Please note, Ms [redacted] verified the payment taken at the time of this purchase was not paid by her Therefore, Ms [redacted] did not qualify for a refund We regret any inconvenience to Ms*** On January 17, 2018, T-Mobile records confirm the closure of the EIP’s associated with the December 18, purchase On January 18, 2018, in effort to amicably resolve Ms [redacted] purchase concerns, T-Mobile applied a bill credit in the amount of $for the first installment payment processed on the unauthorized equipmentAdditionally, T-Mobile records indicate that on January 12, 2018, Ms [redacted] participated in our JUMP! On Demand (“JOD”) lease program Ms [redacted] was not required to pay a capitol cost reduction for an LG Aristo handset, and she agreed to 18-monthly payments in the amount of $on line ending T-Mobile records do not reflect corroborating memos that T-Mobile’s Customer Care advised her that the LG Aristo would be sent to her at no cost Ms [redacted] stated that she no longer needed the handset and wished to return the handset Ms [redacted] returned the handset within T-Mobile’s return period In addition, on January 22, 2018, T-Mobile records confirm the return of the LG Aristo to the T-Mobile warehouse The account will reflect the return and adjustment accordingly within two billing cycles from the processed return date We regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.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 meSincerely, [redacted] (***

December 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 24, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] M [redacted] , and that she has designated [redacted] as an authorized user of the accountWe are pleased to inform you that T-Mobile has addressed Mrand Mrs [redacted] ’s concerns to their satisfactionOn November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile videoVideo streaming has become the #way many people use dataBinge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube and Netflix, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less dataThat said, Binge On is a feature that our customers can control at all timesIt can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online websiteWe are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr [redacted] ’s expectationsWhile it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacityIn such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customersT-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacityPlease note, Mr [redacted] ’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacityWhere the network is lightly loaded, Mr [redacted] will likely notice little, if any, affect from this lower priorityHowever, at times and places where the network is heavily loaded, Mr [redacted] can expect to see some material reduction in data speedsIn our conversation with Mr [redacted] , he indicated that has lost all signals in some areasWe regret any coverage issues Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityPlease note, although data prioritization may still occur when using Binge On, it will only affect Mr [redacted] in certain areas and times where network is heavily loaded, but he will still have signal and as such it is T-Mobile’s determination that the issues encountered by Mrsand Mr [redacted] are unrelated to data prioritization but mainly due to network or signal limitations in certain areasIt is important to note, we found that Mr [redacted] has only reached the fair usage threshold in two instances; once in February and once more in April 2016, but we could not find any other records where Mr [redacted] ’s data has been prioritizedNonetheless, in an effort to amicably resolve Mrand Mrs [redacted] ’s concerns, on November 30, T-Mobile applied a credit of $which is equal to a month of service charges on Mrs [redacted] ’s accountAdditionally, we applied a credit of $on Mrs [redacted] ’s account as she informed us they did not receive a promised credit under our Refer-a-Friend programMr [redacted] accepted the credits as resolution to his concern and the account remains active with credit balance of $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, INCSal O [redacted] Executive Response

December 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Name: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 27, 2016, regarding the above-referenced accountPlease note that Mr [redacted] is listed on Ms [redacted] ’s account as an Authorized User and is able to discuss account details and make account changesT-Mobile is pleased to report we have successfully resolved Mr [redacted] ’s concerns to his satisfactionT-Mobile understands the importance of ensuring our customers receive their new devices within the promised timeframe for delivery and we thank Mr [redacted] for his bringing this matter to our attentionT-Mobile records indicate that on September 20, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB Rose Gold 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 installmentsBased on Mr [redacted] ’s personal credit history at the time of Mr [redacted] ’s purchase, Mr [redacted] was not required to make a down payment; however, he agreed to pay $ 152.48, which is for the taxes on the full retail price of the device as well as the full retail cost of accessories purchased with the deviceDue to such high demand, the device was on backorder and Mr [redacted] was advised the device and accessories were expected to be shipped between November 22, and December 6, In the case of backorders, it is important to note that the payment due at the time of purchase is not collected until the order is ready to ship and is typically withdrawn approximately hours prior to the anticipated ship dateUpon a careful review of Mr [redacted] ’s order, T-Mobile records indicate the payment for the order was collected on November 14, 2016, however due to a system error the order was not successfully shippedT-Mobile regrets any inconvenience to Mr [redacted] and thanks him for his understanding and patience in regards to this matterA replacement order was placed on December 2, and shipped to Mr [redacted] on November 6, via UPS overnight shipping and is anticipated to be delivered by the end of the day on December 7, 2016; the tracking number is [redacted] In order to provide Mr [redacted] with a truly un-carrier experience, and due to the excellent account history, T-Mobile has agreed to honor his request for a $account credit as compensation for this matterAs of the date of this letter, Mr [redacted] ’s account reflects a credit balance of $which will be applied toward the next billing statementT-Mobile has also provided Mr [redacted] with the below contact number and advised him to contact the Executive Response Team should he require any further assistance with this orderBased 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, INCLiana G [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 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has experienced regarding her above-referenced T-Mobile accountRecords confirm that Ms [redacted] filed for Bankruptcy as of March 24, Per bankruptcy guidelines Ms [redacted] is not responsible for charges prior to the file date A 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 businessT-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another account on May 6, Please be advised that, as the mobile internet line [redacted] was not transferred during the above-referenced COR, that it remained active on the account and continued to accrue monthly service charges As payment was not received, on May 14, 2016, Ms [redacted] ’s account was suspended for non-paymentMs [redacted] ’s account was ultimately cancelled for non-payment, on July 13, Please be advised that, upon receipt of Ms [redacted] ’s documentation on November 23, 2016, T-Mobile applied a credit to the account in the amount of $3,for charges through March 24, 2016, which reduced the balance to $which consists of monthly access charges, applicable taxes, and fees accrued during the period of March 24, 2016, through July 13, It is T-Mobile’s position that this balance is accurate as it was incurred after the bankruptcy file date Due to continued non-payment, on September 3, 2016, Ms [redacted] ’s account was transferred to the third-party collection agency, Convergent Outsourcing Inc., for collection of the outstanding balanceAs of March 9, 2017, Ms [redacted] ’s account was transferred to the third-party collection agency, Sunrise Credit Services, for continued collection effortsMs [redacted] may contact them at 1-800-645-for payment options Furthermore, regarding treatment for Ms [redacted] ’s post-petition account balance, Ms [redacted] may send updated bankruptcy documentation to the following: T-Mobile USA, Inc Bankruptcy Department P.OBOX Bellevue, WA 98015- Ms [redacted] will need to include her above-referenced account number and her social security number with her documentationUpon receipt of the updated bankruptcy documents, Ms [redacted] ’s account will be updated accordinglyWe regret any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

June 9, 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 4, 2016, regarding the above-referenced accountT-Mobile records indicate that [redacted] is listed as an authorized user on [redacted] accountT-Mobile regrets any concerns Mr [redacted] experienced regarding charges for insurance on his T-Mobile accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our retail locationOn July 21, 2015, Mr[redacted] activated a line ending in and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone deviceAt the time of activation, a Premium Handset Protection feature for $per month was added to his linePlease 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 chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)The first notice T-Mobile received regarding a dispute of the Premium Handset Protection feature and associated charges was on June 3, T-Mobile removed this feature and provided a credit of $to cover six months of the $monthly chargeIn an effort to amicably resolve this matter, T-Mobile issued an additional credit of $to cover the remaining six months of the $monthly chargeThe credit leaves a credit balance of $on the accountMr [redacted] indicates the credit resolves his concerns to his satisfactionT-Mobile regrets any inconvenience to 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, INCJennifer G [redacted] Executive Response