T-Mobile USA

November 30, 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 November 24, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Ms [redacted] ’s concern to her satisfactionT-Mobile regrets any concern Ms [redacted] experienced in regards to the return of her Samsung Gear SOur records confirm that on September 25, 2016, Ms [redacted] purchased a Samsung Gear Son T-Mobile’s Equipment Installment Plan (“EIP”) optionEIP is a purchase option that T-Mobile offers customers to purchase handsets or accessories by paying a down payment at the time of purchase and agreeing to monthly equal installments for the differenceRecords confirm that at the time of purchase Ms [redacted] paid a down payment of $including sales tax and agreed to monthly installments of $On October 14, 2016, Ms [redacted] contacted Customer Care to report she was unsatisfied with the accessory and was going to be returning itMs [redacted] was provided with our return address to mail the Samsung Gear Sback to for a refund of her down payment and sales taxRegrettably, T-Mobile was not able to confirm the return of the Samsung Gear Suntil November 23, 2016, at which time the refund for Ms [redacted] ’s down payment was processedUpon our conversation with Ms [redacted] on November 28, T-Mobile was able to confirm that she has received a refund of $as of November 27, T-Mobile has closed the remaining EIP balance of the Samsung Gear Sand credited her account the billed installment of $on the October 25, bill date and applied an additional $credit for the inconvenience leaving her account reflecting a balance due of $by December 17, 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, INCOscar T [redacted] Executive Response

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 28, 2017, regarding the above-referenced account On behalf of T-Mobile, we offer our sincerest condolences for Ms [redacted] ’s loss T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her accountT-Mobile records confirm that Ms [redacted] ’s billing cycle runs from the 5th of the month to the 4th of the following month, with payment due on the 25th of each monthPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers 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 their billing statement remittance slip A review of the account confirms that Ms [redacted] ’s payments that were due on February 25, 2017, March 25, 2017, and April 25, 2017, were not received in fullAs payments were not received in full, 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 assessed T-Mobile records confirm that Ms [redacted] has carried a past due balance since the March 8, 2015, billing statementFurther records confirm that Ms [redacted] ’s most recent billing statement is due on May 25, 2017, in the amount of $which includes a past due amount of $ Please be advised that on May 9, 2017, Ms [redacted] ’s payment remitted on April 29, 2017, in the amount of $203.00, was returned unpaid to T-Mobile due to insufficient fundsAccordingly, a $returned payment fee was assessed to the account, updating Ms [redacted] ’s balance to $On May 8, 2017, T-Mobile credited $for a tax adjustment updating the balance to $Ms [redacted] currently has a payment arrangement with T-Mobile whereby on May 13, 2017, a payment in the amount of $must be remitted to the account In an effort to amicable resolve this matter, on May 9, 2017, T-Mobile issued a one-time courtesy credit of $leaving the account with a balance of $bringing Ms [redacted] ’s account currentMs [redacted] has accepted our offerPlease be advised that Ms [redacted] was advised that in the future we would not be able to issue any credits for this reasonMs [redacted] confirmed that she understood these terms 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

Complaint: [redacted] I am rejecting this response because: Although I did receive a replacement phoneI constantly get an error message that tells me device failure 500.-and I have to restart the phone minimum times a day due to the error message.Sincerely, [redacted] ***

August 27, 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 August 24, 2015, regarding the above-referenced accountT-Mobile regrets hearing of Mr [redacted] difficulties when trying to reach the Executive Response department to discuss his concerns and proposed resolutionAs previously indicated on our correspondence to your office dated August 20, 2015, T-Mobile offered to issue a one-time credit in the amount of $toward the EIP balance for the Samsung Galaxy Swhich would leave a remaining EIP balance in the amount of $On August 26, 2015, T-Mobile has released a partial charge for the EIP balance of the Samsung Galaxy Sdevice in the amount of $It is important to note that this charge will post on Mr [redacted] billing statement dated September 7, 2015, yet to be producedT-Mobile will then follow up with Mr [redacted] account on September 11, 2015, and credit the above mentioned EIP charge of $T-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 [redacted] Very truly yours, T-MOBILE USA, INCMaggie R [redacted] Executive Response

May 26, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 18, 2015, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have experienced with her deviceT-Mobile records reflect that Ms [redacted] purchased an LG Optimus Fhandset on December 12, 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 ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options 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 Customers also have the option to purchase our JUMP! feature This feature provides customers Premium Handset Protection which includes handset insurance and extended warranty, Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balance As T-Mobile records do not indicate that Ms [redacted] purchased the extended warranty with the JUMP! feature, she did not qualify for an exchange through our Handset Exchange Program As Ms [redacted] was no longer covered under the Limited Warranty period, she was offered the ability to upgrade using our Equipment Installment Plan (“EIP”) offering 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 installments All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchase Although this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP paymentsIt is important to note that the down payment collected at the time of a handset upgrade is determined by several factors including handset selected, individual account tenure, payment history, and personal credit informationRegretfully Ms [redacted] declined this offerT-Mobile respectfully declines to refund Ms [redacted] the amount she paid for her device T-Mobile records confirm that Ms [redacted] canceled her account on May 19, 2015, when she ported her mobile number to another service provider Ms [redacted] ’s billing cycle ran from the 23rd of one month to the 22nd of the following month Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Ms [redacted] was billed through May 22, Please note that customers can resume their canceled accounts within days from cancelation and have the activation fee waived as well as retain their plan and any offers they had according to their tenure at T-Mobile prior to cancelationT-Mobile regrets losing Ms [redacted] as a customer and hopes that she will consider us as her wireless carrier as we continue to expand our Nationwide LTE networkBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCHope L [redacted] Executive Response

March 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your c***pondence dated March 18, 2017, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Ms [redacted] , which has proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets any concern to Ms [redacted] in regards to her accountT-Mobile thanks her for her payment in the amount of $from February 3, Regrettably, this payment did not bring her account current and thus was suspended due to nonpayment on February 4, Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date On February 14, a bill generated reflecting a past due balance of $and current charges in the amount of $for a total balance due of $As Ms [redacted] did not make a payment for her past due balance to restore her service her account was canceled on March 2, due to nonpaymentPlease be advised that on March 3, Ms [redacted] contacted Customer Care and was offered the opportunity to make a payment in the amount of $for her plus day past due balance in order to restore her service once againMs [redacted] did submit the payment leaving a balance due of $by March 7, and her account was restoredPlease be advised that the account was restored from cancelation and a new account was not activated for herThis means her still past due balance of $is still due As that balance had fallen ten days past due as of March 17, 2017, that is when T-Mobile notified her via sms that the amount of $was due immediately to prevent further suspensionPlease be advised that as of the date of this letter Ms [redacted] has not submitted a payment to bring the account current However, in an effort to amicably resolve this matter, on March 23, T-Mobile applied a credit to Ms [redacted] ’s account in the amount of $to clear her past due balance and bring her account current leaving a balance due of $by April 7, 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 Oscar T [redacted] Executive Response

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Mobile No [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated April 7, 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 his concerns within this letterT-Mobile regrets any inconvenience that Mr [redacted] may have experienced regarding his recent handset purchasesT-Mobile records confirm that on March 13, 2016, Mr [redacted] contacted Customer Care and was advised to go into a T-Mobile store to receive a new System Identifying Module (“SIM”) card at no cost to himT-Mobile records reflect that Mr [redacted] activated a Coolpad Rogue handset on March 15, 2016, and that he also activated a Samsung Galaxy Core Prime handset on April 6, However, T-Mobile was unable to locate a sales receipt for these purchasesPlease be advised that at the time of Mr [redacted] ’s purchase of new handsets for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Mr [redacted] to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchangeProvided with the purchases mentioned above was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer CareFor our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mailIt is important to note that Mr [redacted] opted to purchase another handset instead of using the limited warrantyIn an effort to amicably resolve this matter and although Mr [redacted] is beyond the return period, if the Coolpad Rogue handset is returned to my attention in good working condition, free of any physical or liquid damage, and accompanied with the original sales receipt T-Mobile agrees to refund the full purchase price that Mr [redacted] paid for the handsetThe handset can be mailed to my attention at the following address: [redacted] As T-Mobile is not responsible for the return of Mr [redacted] ’s equipment, we recommend that he make use of a shipping service which will provide him with a tracking number when returning his equipmentWe ask that Mr [redacted] please include the devices, batteries, chargers, and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned such as the charger a $20.00-$restocking fee will be deducted from the credit offered aboveMr [redacted] must have the equipment postmarked for return no later than days from the date of this letterShould Mr [redacted] fail to meet this date the offer shall be considered void and the charges will be considered validWe regret any inconvenience to Mr [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 1-877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTiffany C [redacted] Executive Response

October 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 30, 2017, regarding the above-referenced account T-Mobile regrets any confusion Mr [redacted] has encountered regarding our switching cost reimbursement offer With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesT-Mobile may, at times, provide additional benefits to this offer that target customers of specific providers, however the same eligibility terms apply in such instancesStarting May 31, 2017, and for a limited time, [redacted] customers that port over to T-Mobile as part of Carrier Freedom can do so without trading in their device; this limited time offer is called #GetOutoftheRed! and, aside from not being required to perform a trade-in, the same eligibility requirements as all Carrier Freedom reimbursements must be met T-Mobile records confirm that, on March 23, the mobile numbers ending in and were ported to Mr [redacted] ’s then active account number At that time, Mr [redacted] submitted a request for Carrier Freedom reimbursement and provided a final billing statement from [redacted] Wireless which reflected two early termination fees $per lineThis reimbursement request was honored as the eligibility requirements at that time were fully metIt is important to note that the terms of switching cost reimbursement state that there is a limit of one offer being honored per subscriberRegretfully, Mr [redacted] ported his mobile numbers to a different provider on October 25, canceling this account number On September 30, 2017, Mr [redacted] activated account number [redacted] when he again ported both the and numbers from [redacted] Wireless back to T-MobileBecause Mr [redacted] had previously received switching cost reimbursement upon his first switch to T-Mobile, he is not eligible for additional reimbursementsNevertheless, an effort to reach an amicable resolution, T-Mobile has applied a one-time credit of $to his T-Mobile accountMr [redacted] understands this is the only exception that will be made for this offer and if he chooses to leave T-Mobile, he will not be provided any compensation should he choose to return in the futureAs of the date of this letter, Mr [redacted] ’s account reflects a credit balance of $which will be applied to future billing statements until it has been depleted 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 Liana G [redacted] Executive Response

January 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 December 26, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] ; however our attempts have been unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets any misunderstanding surrounding Ms [redacted] ’s monthly recurring costs and coverageT-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedThe coverage map at www.T-Mobile.com predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeIt may include locations with limited or no coverageOur maps do not guarantee service availabilityT-Mobile has verified the address on Ms [redacted] ’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issuesIt is important to note that we have no record of Ms [redacted] contacting us with issues regarding her coverage prior to contacting your officeShould Ms [redacted] continue to experience difficulties with the service, T-Mobile requests that she please contact our Technical Support at 1-800-937-with details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsT-Mobile records indicate Ms [redacted] activated two lines of service on October 23, Ms [redacted] subscribed to the Simple Choice Unlimited Talk, Text and Data for $plus applicable taxes and fees, and premium handset protection for two lines for $Additionally, Ms [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the leasing of an Apple iPhone Plus and an Apple iPhone JOD is a payment option that allows eligible customers to lease handsets by making a down payment at the time of purchase and agreeing to pay monthly installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $Please be advised that after the month agreement customers must either return the device or pay the buyout price to own the deviceThe buyout price is a portion of the total purchase cost of a device that customers agree to pay if they choose to keep the equipment after the end of the lease period, or cancel the service prior to the end of the lease period and do not return the equipmentThe buyout price amount may vary based upon equipment typeT-Mobile reviewed Ms [redacted] ’s billing statement and did not locate a billing statement that indicated she owed $Ms [redacted] can expect her monthly access charges and JOD payments to be $plus applicable taxes each monthIt is T-Mobile’s position that Ms [redacted] is being billed in accordance to her selected rate plan, features and JOD agreementsIn an effort to amicably resolve Ms [redacted] ’s concerns, should Ms [redacted] wish to cancel service, she may contact me at the information listed below at which time T-Mobile will work with Ms [redacted] to address her concernsWe ask that Ms [redacted] contact me by January 20, T-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, INCTy R [redacted] Executive Response

July 5, 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 June 23, 2017, regarding the above-referenced account T-Mobile regrets any promotional concerns Ms [redacted] has experienced Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer Care T-Mobile records indicate Ms [redacted] purchased an Apple iPhone handset on September 15, 2016, using our Equipment Installment Plan (“EIP”) offering for mobile number ending At the time of Ms***’s purchase, she was not required to make a down payment and agreed to monthly installments of $ Additionally, our records indicate a traan Apple iPhone handset with a travalue of $was initiated, and the credit was to be issued upon T-Mobile’s receipt of the handset in like new condition It is important to note that Ms***’s mobile number ending was not enrolled in an unlimited data feature, and maintained her enrollment to our Simple Choice Family Match rate plan with 6GB of LTE data per line for $for four lines of service, and $per additional line of service Please be advised that from September 15, through September 25, 2016, T-Mobile was offering a promotion where customer that purchased an Apple iPhone handset utilizing our EIP offering, selected our T-Mobile ONE rate plan or qualifying unlimited data feature, and trada qualifying handset would be eligible to receive the Apple iPhone handset at a reduced cost after trade in credit and monthly promotional credits As Ms***’s mobile number ending did not meet the rate plan requirements of the promotional offer, her account was not enrolled in the promotional offer Further, upon T-Mobile’s receipt of Ms***’s trahandset on February 27, 2017, it was determined that the handset received was of a different model than the handset initially indicated As such a revised trade in credit of $was issued to Ms***’s account As a courtesy, on the same day, following a conversation with our Customer Care, Ms***’s account was issued a $credit toward the trade-in, for a total credit of $ In an effort to amicably resolve Ms***’s concerns, and as a courtesy, on June 24, 2017, T-Mobile closed the EIP for the Apple iPhone handset, and issued a credit of $toward the remaining EIP Additionally, T-Mobile issued a credit of $toward the account, for the previously billed monthly EIP charges, for a total compensation of $652.99, which is slightly more than the full promotional value As of the date of this letter, Ms***’s EIP for the Apple iPhone handset associated with mobile number ending remains closed and the account reflects a balance of $T-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Ronnie A [redacted] Executive Response

March 14, 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 February 29, 2016, 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] ’ concerns within this letterT-Mobile regrets any concerns to Ms [redacted] regarding her handset upgradesT-Mobile records indicate that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on several different occasionsEIP 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 installmentsThe EIPs that Ms [redacted] has on her account are as follows: • On June 17, 2014, Ms [redacted] purchased a Black Samsung Galaxy Sserial number [redacted] on her mobile number ending in ***Based on her personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to monthly installment charges of $• On June 25, 2014, Ms [redacted] purchased a Black Samsung Galaxy Sserial number [redacted] on her mobile number ending in ***Ms [redacted] was not required to make a down payment and agreed to monthly installments of $• On March 28, 2015, Ms [redacted] purchased a White Samsung Galaxy Sserial number [redacted] with 32GB of memoryMs [redacted] was not required to make a down payment and agreed to a series of monthly installments in the amount of $• On April 14, 2015, Ms [redacted] purchased a White Samsung Galaxy Sserial number [redacted] with 32GB of memory on her mobile number ending in ***Ms [redacted] was not required to make a down payment and agreed to monthly installments of $• On April 8, 2015, Ms [redacted] purchased a White Samsung Galaxy Sserial number [redacted] with 32GB of memory on her mobile number ending in ***Ms [redacted] was not required to make a down payment and agreed to monthly installment charges of $• On April 14, 2015, Ms [redacted] purchased a White Black Samsung Galaxy Sserial number [redacted] on her mobile number ending in ***Ms [redacted] was not required to make a down payment and agreed to monthly installment charges of $As of the time of Ms [redacted] ’ above handset purchases, T-Mobile provided a 20-day return period which allowed her to use the equipment to see if it meets her needsCareful review of Ms [redacted] ’ account confirms that on June 26, 2014, T-Mobile received Ms [redacted] ’ Black Samsung Galaxy Sserial number [redacted] ; on April 15, 2015, T-Mobile received Ms [redacted] ’ White Samsung Galaxy Sserial number [redacted] in our National Return Center; and on May 12, 2015, T-Mobile received both of Ms [redacted] ’ White Samsung Galaxy Shandsets with serial numbers [redacted] and [redacted] Ms [redacted] ’ White Black Samsung Galaxy Sserial number [redacted] is currently being used by the mobile number ending in ***Also Ms [redacted] ’ Black Samsung Galaxy Sserial number [redacted] is being used on the mobile number ending in [redacted] and was not returnedIn an effort to amicably resolve this matter, on March 4, 2016, T-Mobile stopped the EIPs for both of Ms [redacted] ’ Samsung Galaxy ShandsetsBoth handsets were charged at $and Ms [redacted] ’ had paid months of $for each phoneOn March 11, 2016, T-Mobile applied a credit of $for the monthly payments made for one Galaxy Sand $for the other Galaxy SAs of March 11, 2016, Ms [redacted] ’ account balance reflects a credit balance of $T-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased 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, INCLigia M [redacted] Executive Response

They resolved my issue a couple hours after I filled my complaintThank you [redacted]

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Mr [redacted] with regards to his recent in-store upgradeOur records indicate that on February 27, 2017, Mr [redacted] upgraded to an iPhone Plus under an Equipment Installment Plan (“EIP”) and agreed to monthly payments of $During the above transaction, two iPhone plus accessories were also purchased under an EIP for monthly payments of $T-Mobile regrets any inconvenience to Mr [redacted] if this wasn’t his intention T-Mobile records indicate that on March 31, 2017, both iPhonePlus accessories were returned to the T-Mobile Retail location and as such the associated EIP in the amount of $was closed outOur records confirm that Mr [redacted] was not charged a restocking fee for the return of these handsets Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

September 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 13, 2016, regarding the above-referenced accountT-Mobile regrets to hear that the handset Ms [redacted] purchased is not working properlyOn August 27, 2016, Ms [redacted] purchased a Samsung Galaxy Onhandset at the full retail cost of $after applicable taxesT-Mobile records show that the Samsung Galaxy Onthat Ms [redacted] purchased was a new deviceAs of the time of Ms [redacted] ’s purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchangeAlthough it is beyond the day return period, in an effort to resolve the matter, T-Mobile will allow Ms [redacted] to return the Samsung Galaxy Onhandset to my attention in like-new conditionUpon receipt of the Samsung Galaxy Onhandset, T-Mobile agrees to refund her the full retail cost of $after applicable taxesThe handset can be mailed to me at the following address; T-Mobile USA, IncAttn: Carla c/o Executive Response P.OBox Albuquerque, NM T-Mobile recommends request a tracking number when shipping, as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include the handset, battery, charger, and her account information within the boxPlease be advised if the full kit is not returned, such as the charger, a $20.00-$restocking fee will be deducted from the refund offered aboveIf the handset has sustained either physical or liquid damage that would void the Limited Warranty the handset will be returned to Ms [redacted] It is important to note, Ms [redacted] must have the equipment post marked for return no later than October 31, 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, INCCarla S [redacted] Executive Response

Tell us why here September 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 12, 2017, regarding the above-referenced 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 his concerns within this letter T-Mobile appreciates the opportunity to respond to Mr***’s concernsIn Mr***’s letter to your office, he indicates that he was not able to use service with his handset while traveling through Virginia and North CarolinaWe regret any coverage issues Mr [redacted] had experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability T-Mobile has no record of Mr [redacted] contacting the Customer Care Department to report issues with his service during his travelsIt is important that if customers experience any difficulties with the service, that they provide Customer Service with details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, Family Mobile can attempt to resolve the issue through network or equipment It is important to note that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, T-Mobile respectfully declines Mr***’s request for a refund in the amount of $ 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 James H [redacted] Executive Response

August 30, 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 22, 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 his Samsung Galaxy Tab Sand the status of his insurance claimOur records indicate that on February 16, 2016, Mr [redacted] purchased a Samsung Galaxy Tab SdeviceUnfortunately, T-Mobile has no record of Mr [redacted] requesting to enroll in the Premium Handset Protection (“PHP”) feature which provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctionsPlease note that the PHP feature, which is provided by Assurant, Inc., must be added to a line of service within days of activation, exchange or purchase of a handsetOur records confirm that on August 15, 2016, Mr [redacted] contacted T-Mobile Customer Care and advised us that his device had experienced physical damageAt that time Mr [redacted] indicated that he should have had insurance since the purchase of the Samsung Galaxy Tab SAlthough, our records did not reflect that Mr [redacted] had previously requested the PHP feature, T-Mobile subscribed Mr [redacted] to the feature and advised that he may attempt to process and insurance claim through AssurantRegretfully, although T-Mobile added the PHP feature to Mr [redacted] ’s account, Assurant denied Mr [redacted] ’s insurance claim as the feature was not subscribed to during a qualifying eventPlease note that Assurant and T-Mobile are separate companies, each with separate policiesHowever, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to process an in-house insurance claim for a replacement Samsung Galaxy Tab Sdevice for $which is equal to the cost of the deductible Mr [redacted] would have been required to pay should he have been able to process an insurance claim through AssurantMr [redacted] may return his non-working tablet directly to my attention within days to the following address: Executive Response Attention: Alberto VMenaul BlvdNE Albuquerque, NM It is also important to note by processing the above mentioned replacement device, Mr [redacted] ’s device will be eligible and covered by the PHP featureT-Mobile regrets any inconvenience to Mr [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, INCAlberto V [redacted] Executive Response

July 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the account T-Mobile regrets any concerns Mr [redacted] experienced regarding Carrier Freedom and we appreciate the opportunity to respondT-Mobile is delighted that Mr [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier familyT-Mobile records confirm that on March 22, 2017, Mr [redacted] activated two mobile numbers ending in [redacted] and ***As Mr [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S carrier to T-MobileIn March 2015, we went one step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulAs can be expected there are many requirements that need to be met in order to qualify for carrier freedom A review of Mr [redacted] ’s account confirms that Mr [redacted] met the requirements for our Carrier FreedomMr [redacted] submitted an unaltered copy of his final billing statement to www.switch2t-mobile.com and traded in his devicesUnfortunately, the documents were submitted under Mr [redacted] ’s mobile number ending in [redacted] causing the reimbursement to be denied as a duplicate submission Nevertheless, in an effort to amicably resolve this matter, T-Mobile has offered to match the total value of the original offer in the form of a prepaid MasterCardUpon speaking with Mr [redacted] on June 28, 2017, T-Mobile validated the final costs from his previous service provider and issued the prepaid MasterCard in the amount of $that he can expect to receive in seven to ten business days 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 contact with our Customer CareWe regret any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response

Revdex.com:i did not call in to activate my accountthey activated without my permissionbut since no fee is being charged I will close this closethanks to 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] ***

January 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 December 30, regarding the above-referenced accountWe regret any misunderstanding Mr [redacted] experienced with regards to his accountOur records indicate on November 24, 2015, Mr [redacted] visited a retail location and took advantage of our “free tablet on us” promotionDuring this promotion, if customers activated a new mobile internet line of service on a qualifying rate plan, they received the Alcatel PixitabletCustomers like Mr [redacted] would need to sign the installment plan in which he agreed to be billed $per month for the tablet; however, a $credit would be applied monthly to the account to make the tablet freeMr [redacted] was advised that the line would need to remain open for the months in order for the credit to be appliedPlease note the additional line was billed at $per month which is the selected rate plan for the line of service and is not a charge for the tabletUpon speaking to Mr [redacted] on January 4, 2016, he expressed his concern with the additional chargesTherefore, although it is outside the allotted return period provided to Mr***, in an effort to amicably resolve this matter, T-Mobile will allow Mr [redacted] to return his tablet directly to my attention within days of the date of this letter at: [redacted] Upon receipt of the tablet, T-Mobile will cancel out and remove the Equipment Installment Plan (EIP) for the tabletAdditionally, T-Mobile canceled the additional line of service and applied a $credit to Mr***’s account for one month of serviceT-Mobile recommends that Mr [redacted] return the handset via a traceable carrier and request a tracking number when shippingWe request that Mr [redacted] include his account information along with the device to ensure proper account creditBased 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, INCMercedes B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: These said charges that were made onto the bank account was never authorized, by myself or the card holderI had said up late payment plan, which was set to go for a setup of a new cardOnce the date has came, the card that was charged several times and not authorized was chargedI don't believe the information giving in this case from T-mobile prove the validness of these unauthorized charges to the bank accountI also have sent in the other device that was still being charged for it, but then was stated that it was never received and was still getting charged for itI was then told when I had an issue with spam calls, that I was being charged for a family allowance that wasn't even needed to fix this issueI'm pretty much being scammed for services I don't need, and charged that I and the card holder never authorized in the first place Sincerely, [redacted]