T-Mobile USA

June 7, 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 June 5, 2017, regarding the above-referenced account T-Mobile appreciates Ms [redacted] taking her time to notify us of her new concerns and we truly regret any inconvenience to herT-Mobile strives to provide all our customers with a world class experience and we appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences T-Mobile has thoroughly reviewed the account and confirmed that, on the date the original refund of $was requested, an address change was performedRegretfully, the refund was mailed to the original address and therefore did not reach Ms [redacted] Upon speaking with Ms [redacted] on June 7, 2017, T-Mobile has confirmed the preferred manner of refund is an electronic deposit into the original bank accountA refund request has been initiated and Ms [redacted] can expect to see the funds in her account in three business days T-Mobile has provided Ms [redacted] with the below contact number, and we would like to also provide the email address [redacted] @T-Mobile.comT-Mobile asks that Ms [redacted] contact me directly if she has any additional concerns regarding her account 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 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 21, 2017, 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 our recent “Apple iPhone Black Friday” offer and the status of his submissionPlease be advised that between November 24, 2016, and November 27, 2016, T-Mobile offered the Apple iPhone Black Friday offer for new and existing postpaid customers who traa qualifying handset, and subscribed to the T-Mobile ONE rate plan or existing customer who were on an eligible rate planCustomers that purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and traa qualifying handset would receive monthly EIP bill credits to reduce the total cost of the new iPhone Please note that those that traa Samsung Galaxy SEdge device, such as Mr [redacted] , will receive the phone for free after a tracredit and monthly EIP bill creditsSimilarly, those who traded in a Samsung Galaxy Swill receive the phone for $after a tracredit and monthly EIP creditsT-Mobile records indicate that between November 25, 2016, and November 27, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of four new Apple iPhone devicesThe EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceAs Mr [redacted] mentions in his letter to your office, he is currently subscribed to the T-Mobile One rate plan and as such, qualifies for the Apple iPhone Black Friday provided that the trade in handsets are receivedRegretfully, T-Mobile has no record of the two above mentioned Samsung Galaxy Shandsets being received at our trade in warehouseIt is also important to note that the two Samsung Galaxy Sdevices were received at a different warehouse which created a delay in receiving the benefits of the promotional offeringWhile T-Mobile has not record of receiving the two above mentioned Samsung Galaxy Sdevices, in an effort to amicably resolve this matter, T-Mobile agreed to honor the promotion in full for all four of the Apple iPhone devicesAccordingly, Mr [redacted] has been provided with the full value of the Apple iPhone Black Friday offerT-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

June 26, 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 June 19, 2017, regarding the above-referenced file numberT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced in regards to his Mobile Device Unlock (“MDU”) requestMDUs are available to customers who meet our eligibility requirementsIn Mr [redacted] ’ letter to your office, he indicates that his MDU request for an LG Gdevice with International Mobile Equipment Identifier (“IMEI”) ending in was denied Pursuant to T-Mobile policy, a customer must purchase their device through T-Mobile or a T-Mobile authorized dealerRegrettably, Mr [redacted] did not meet the eligibility requirement as he purchased the device from a third-partyIn addition to purchasing the device through T-Mobile or a T-Mobile authorized dealer, the device the customer is requesting a MDU on must have an active account in good standing, and the device must show continuous usage for daysAs such, Mr [redacted] did not meet the eligibility requirements for his MDU request Nevertheless, upon contacting Mr [redacted] on June 20, 2017, he confirmed that the aforementioned handset had been unlockedT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

October 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 30, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved [redacted] concerns to her satisfactionUpon verification, our records indicate that Ms [redacted] and [redacted] are the same personT-Mobile regrets any concerns to [redacted] regarding her T-Mobile account and billingT-Mobile records confirm that as of May 1, 2011, [redacted] had a T-Mobile account with three mobile numbers ending in [redacted] ***, and *** [redacted] was subscribed to our Family Time Even More Plus plan for $per monthThis plan provided shared anytime minutes with unlimited nights, weekends, and T-Mobile-to-T-Mobile callingThe additional line was charged $per month for the same featuresOur records indicate that on April 29, 2014, [redacted] contacted T-Mobile and suspended the mobile number ending in *** [redacted] stated she was going to hold on to the line and purchase a new handset the following monthThe mobile number ending in [redacted] stayed in suspension statusOn November 28, 2014, [redacted] canceled her mobile numbers ending in [redacted] and ***, when she transferred them to another service provider [redacted] never requested to cancel the mobile number ending in [redacted] which resulted in her account remained activeOn November 28, 2014, [redacted] account was canceled due to non-payment [redacted] account balance was $196.89, which consisted of her monthly access charges from August 15, through November 28, and applicable taxesT-Mobile provided [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on January 17, 2015, T-Mobile transferred [redacted] account to a third party collection agency, [redacted] in an attempt to collect the past due balanceOn April 25, 2015, [redacted] account was then referred to [redacted] ***On September 3, and September 9, 2015, [redacted] made a payment in the amount of $each time to [redacted] ***On September 12, 2015, our records indicate that [redacted] account was settled in full with [redacted] ***In an effort to amicably resolve this matter, on October 6, 2015, T-Mobile processed a refund card in the amount of $for the payments [redacted] made to [redacted] *** [redacted] accepted this as a resolution to this matterPlease allow seven to ten business days for mailingT-Mobile regrets any inconvenience to [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 [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

January 19, 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 January 17, regarding the above-referenced account We are pleased to report that we have resolved the matter to [redacted] satisfaction Please be advised that on January 13, we spoke to [redacted] and she accepted our offer as described in our previous correspondence at which time all changes were made to the account We regret any inconvenience to [redacted] ** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

February 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 21, 2017, regarding the above-referenced accountOn January 28, 2017, T-Mobile contacted Mr [redacted] and is pleased to report that we have resolved this matter to his satisfactionT-Mobile regrets that Mr [redacted] had concerns regarding a T-Mobile @Work Advantage Program promotional offerMr [redacted] forwarded an email link confirming the offer of $per line for @Work activationsPlease be advised Mr [redacted] does not have an @Work accountIn an effort to resolve this matter amicably, T-Mobile agreed to apply an account credit of $in lieu of the disputed three $@Work promotional creditsThe account credit results in a credit balance of $T-Mobile regrets any inconvenience to ***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, INCPancho Q [redacted] Executive Response

June 17, 2015FILEDELECTRONICALLY 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 correspondencedated June 15, 2015, regarding the above-referenced account T-Mobile records indicate that onApril 28, 2015, Mr [redacted] purchased a Sony Xperia Z1S handset at a totalprice of $including all applicable taxes Please not that this purchase was paid for byMr [redacted] ’s credit card As of the time of Mr [redacted] ’s purchase of a new handsetfor use on the mobile number ending in ***, T-Mobile provided a 20-day returnperiod which allowed Mr [redacted] to use the equipment to see if it meets hisneeds If the equipment was notacceptable, it could have been returned to the original point of sale for arefund or exchange and, if requested, cancelation of the service T-Mobile records indicate that the handset wasreturned to the T-Mobile warehouse via [redacted] on May, 6, It is important to note that Mr [redacted] disputed thepurchase through his credit card company and as a result the charges for theequipment were returned unpaid to T-Mobile As such, T-Mobile created a charge in theamount of $for the total price of the handset purchase and applied thischarge to Mr [redacted] ’s T-Mobile account on June 1, Please be advised that due to an inadvertent error thecharges for the handset were not adjusted when the device was returned to ourwarehouse In an effort to amicablyresolve this matter, on June 16, 2015, T-Mobile applied a credit to the accountin the amount of $for the handset and all applicable taxes Please note that Mr [redacted] ’s accountcurrently remains open and reflects a credit balance in the amount of $1.43that will apply to his next billing statement We regret any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

February 6, 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 February 2, 2018, regarding the above-referenced account T-Mobile regrets any continued concerns [redacted] has regarding his accountPlease be advised that on January 30, 2018, T-Mobile was notified by [redacted] ’s financial institution of the $returned payment; as such, a hold for a minimum of days was placed on the account for the method of payment usedPlease note that this hold prohibits [redacted] from making a payment via the returned payment method (electronic check or credit card) for days, regardless of the return reason While the situation is unfortunate, it is not the result of any T-Mobile errorIt is T-Mobile’s position that [redacted] is responsible for overdraft fees and any negative reporting associated with the January 30, 2018, returned paymentHowever, as stated in our previous correspondence with your office, on January 31, 2018, as a courtesy to [redacted] , a $credit was applied for the returned payment fee Additionally, on February 2, 2018, as a courtesy to [redacted] and in an effort to amicably resolve this matter, T-Mobile applied a credit of $for a restore from suspend fee and on February 3, 2018, a credit of $was applied as a courtesy to [redacted] ’s account reducing the account balance to $T-Mobile respectfully declines [redacted] ’s request for additional compensation regarding this matterWe regret any inconvenience to [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 Daniel R [redacted] Executive Response

February 9, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is... in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. In an effort to resolve this matter amicably, T-Mobile applied a credit of $371.09, to the account balance. In addition, T-Mobile agreed to arrange for the remaining balance of $1,835.06, to be paid into five extended payment installments of $367.01, to bill out for with the next five billing statements. The account currently reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our 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. Pancho Q [redacted] Executive Response

August 28, 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 19, 2017, regarding the above-referenced account Please be advised that after several attempts T-Mobile was unable to reach Mr [redacted] We will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] has in regards to his account T-Mobile records confirm that on July 7, 2015, Mr [redacted] requested to add the $per month Stateside International feature for his mobile number ending in On September 27, 2015, pursuant to Mr [redacted] ’s request T-Mobile removed the Stateside International feature, and provided him with a courtesy credit of $for over two months of the service charges Mr [redacted] accepted this credit as resolution to his concerns with the international feature T-Mobile records indicate that Mr [redacted] contacted our Customer Care on August 15, 2016, and informed us that he had a lost device which was for his mobile number ending in However, at that time Mr [redacted] was informed that he did not have Premium Handset Protection (“PHP”) for the mobile number ending in as it was removed on November 7, 2015, pursuant to his request Therefore Mr [redacted] would not have been eligible to file a claim through Assurant for a replacement handsetT-Mobile regrets any misunderstanding to Mr [redacted] T-Mobile records specify that Mr [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings: On April 8, 2016, he purchased a Samsung Galaxy SEdge 32GB handset in the amount of $ Mr [redacted] remitted a down payment in the amount of $and agreed to a series of monthly installments in the amount of $On May 11, 2016, he purchased an Apple iPhone 6s Plus 64GB handset in the amount of $ Mr [redacted] remitted a down payment in the amount of $and agreed to a series of monthly installments in the amount of $ On December 5, 2016, he purchased an Apple iPhone Plus handset in the amount of $ Mr [redacted] remitted a down payment in the amount of $and agreed to a series of monthly installments in the amount of $ Additionally, On November 9, 2015, Mr [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6S Plus 16GB handset Mr [redacted] was not required to pay a capital cost at the start of the lease as but he did agree to 18-month lease term of $and a purchase option price of $including tax It is important to note that if an account is canceled, any EIP's and JOD's are billed out on the final bill T-Mobile records reflect that Mr [redacted] canceled his account with T-Mobile on February 26, Please note that since Mr [redacted] does not have active service with T-Mobile, he is not eligible to participate in the Premium Handset Protection program and therefore is not eligible to file a claim for a replacement device On March 27, 2017, Mr [redacted] ’s final billing statement was mailed to him at his billing address showing an outstanding balance of $1, T-Mobile records reflect that between the dates of March 13, through June 27, 2017, Mr [redacted] made payments totaling $ As full payment for the balance was not received, on June 27, 2017, Mr [redacted] ’s account was sent to an outside collection agency, AmSherFurther records confirm that between July 11, 2017, and August 21, 2017, Mr [redacted] settled his above balance directly with AmSher by making payments totaling $It is important to note that once a customer makes a payment to a collection company they accept the validity of the debt Based on the above findings, T-Mobile respectfully declines Mr [redacted] ’s request for a replacement handset as well as providing any additional adjustments for the above-mentioned international feature T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response

April 19, 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 16, 2017, regarding the above-referenced account T-Mobile regrets any billing or promotional concerns Ms [redacted] may haveT-Mobile records indicate that Ms [redacted] started service on May 9, 2016, and was required to pay a $deposit and purchase a SIM Starter Kit for $Additionally, Ms [redacted] purchased an iPhone 6S Plus handset for $using our Equipment Installment Plan (“EIP”) offeringAt the time of Ms***’s purchase, she was required to make a down payment in the amount of $336.00, and agreed to monthly payments in the amount of $It is important to note that if an account is cancelled, the remaining EIP is charged to the account Please also note that Ms [redacted] traded in an Apple iPhone 6S handset for $325.00, which was used toward the out-of-pocket cost associated with Ms***’s new line of service and handset purchase, and was also completed in an attempt to take advantage of our Carrier Freedom reimbursement offer Our Carrier Freedom offer provided customers who met all eligibility requirements, a reimbursement for the costs of switching to T-Mobile in the form of tracredits in addition to a prepaid reimbursement cardIt is important to note the T-Mobile did not receive a submission requestAs such, Ms***’s was not eligible for the offer Further, on February 23, 2017, Ms [redacted] accessed her account portal at my.t-mobile.com and enrolled in AutoPay, a free feature that automatically deducts the balance owed on the account, and provided the payment method to be used to remit future payments On February 24, 2017, Ms [redacted] was sent a billing statement in the amount of $192.80, which consisted of a past due balance of $80.83, as well as new monthly recurring charges of $for services from February 25, 2017, through March 24, 2017, due on March 17, Regretfully, on March 9, 2017, Ms [redacted] cancelled her account when she ported her mobile number ending to another providerAccordingly, Ms***’s deposit was returned to the account, reducing the account balance to $As Ms***’s account remained enrolled in AutoPay, on March 15, 2017, T-Mobile was authorized to charge the provided payment method it the amount of $ On March 24, 2017, Ms [redacted] was sent a billing statement in the amount of $242.60, which consisted of the accelerated EIP charges as well as a late fee in the amount of $for billing statement Dated January 24, It is T-Mobile’s position that this balance is accurate and dueAs T-Mobile was yet to receive a request to remove the AutoPay feature, Ms***’s payment method was charged in the amount of $on April 15, After speaking with Ms [redacted] on April 18, 2017, T-Mobile offered to accept return of the iPhone 6S Plus handset for credit of the remaining balanceRegretfully, this offer was declined as Ms [redacted] indicated that she has traded the handset to her new service providerIn an effort to amicably resolve Ms***’s concerns, T-Mobile issued a refund in the amounts of $and $Please note that the two charges will be re-applied to the T-Mobile account balanceHowever, as a courtesy, T-Mobile will issue a credit in the amount of $ As an additional courtesy, T-Mobile offered to honor the remaining Carrier Freedom offer, upon our receipt of the requested documents from Ms***As of the date of this correspondence, Ms***’s account remains cancelled, and she will be sent a revised final billing statement in the amount of $for the above mentioned EIP charges, shortly after the close of the current billing cycleT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

October 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 11, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Ms [redacted] regarding an unauthorized payment transaction Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer Care Our records indicate that on April 9, 2017, Ms [redacted] activated the above postpaid account number [redacted] and subscribed to T-Mobile’s T-Mobile ONE All In promotional rate plan for $per month with mobile number ending in *** Please note that the mobile number ending in [redacted] was a prepaid mobile number transferred from our prepaid service to the Ms [redacted] ’s postpaid account Additionally, the mobile number ending in [redacted] had the Device Protection feature for $per month, the ONE Plus feature for $per month and the Hosted Mobility Management Service feature for $per month Furthermore, Ms [redacted] was subscribed to the T-Mobile ONE rate plan for $per month with mobile number ending in [redacted] which also had the Device Protection feature for $per month, and the ONE Plus feature for $per month T-Mobile records indicate Ms [redacted] qualified for and took advantage of the below Equipment Installment Plans (“EIP”) 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 April 9, 2017, one LG Aristo handset with monthly installments in the amount of $May 18, 2017, one LG Aristo handset with monthly installments in the amount of $June 4, 2017, one LG Khandset with monthly installments in the amount of $ Upon receipt of Ms [redacted] ’s correspondence from your office we reviewed our payment system and found that under Ms [redacted] ’s postpaid account, three payments were remitted as followed: on May 10, in the amount of $131.00, on May 31, 2017, in the amount of $and on July 23, in the amount of $ Please be advised that Ms [redacted] ’s account reflects a final balance of $which consists of monthly recurring charges, late fees, EIP monthly installments for the LG Vhandset and both LG Aristo handsets, applicable taxes and fees billed from July 10, to August 9, 2017, and the remaining EIP balances for the handsets Please note that on June 24, 2017, Ms [redacted] transferred her mobile number ending in [redacted] from the account to a prepaid service Following, on August 9, 2017, Ms [redacted] also transferred her mobile number ending in [redacted] from the account to a separate prepaid service Please be advised that payments processed by our Pay-As-Yand Prepaid services are processed by ***, a third party company As such, T-Mobile does not have the ability to view or access payment information or any concerns regarding payments under our prepaid service and all concerns must be directed to *** Nonetheless, a further review of Ms [redacted] ’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on September 27, in the amount of $ Additionally, a review of Ms [redacted] ’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on October 11, in the amount of $ In an effort to amicably resolve this matter, on October 18, 2017, T-Mobile agreed to issue a credit of $towards the final balance on Ms [redacted] ’s postpaid account, therefore leaving the account closed with a final balance of $for the remaining EIP balances of the LG Vhandset and both LG Aristo handsets Ms [redacted] may contact Customer Care directly at [redacted] to make arrangement for paymentT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted]

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 14, 2017, regarding the above-referenced account Please be advised that T-Mobile has made several attempts to contact Ms [redacted] at the number and e-mail address provided in her correspondence to your office which have proven unsuccessful As such, we will make every effort to address her concerns within this letter T-Mobile regrets any continued concerns Ms [redacted] has experienced regarding a handset return As detailed in our letter to your office dated May 24, 2017, with regard to your file number [redacted] , T-Mobile issued a credit in the amount of $on the same day for the non-return fee assessed for the Apple iPhone 6S handset that T-Mobile did not receive, as part of our Warranty Exchange program Please note that the tracking information Ms [redacted] provided in her most recent correspondence to your office was associated with an Apple iPhone 6S handset associated with a previous Warranty Exchange order T-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process an additional time on March 13, 2017, for mobile number ending with the Apple iPhone 6S handset, and agreed to the terms of the exchange including an Out-Of-Warranty (“OOW”) fee of up to $ Regretfully, upon T-Mobile’s receipt of the non-working Apple iPhone 6S handset on April 19, 2017, it was determined the handset had sustained physical damage As such, an OOW fee of $plus applicable taxes was billed to the account T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

March 10, 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 February 27, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms***, which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter T-Mobile certainly regrets to hear that Ms [redacted] has questions about the Equipment Installment Plan (EIP) payoff payments made to her account and how that payment has impacted the account balance Please note that when a customer initiates and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to reduce the balance on the EIP does not appear until the end of the billing cycle As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance T-Mobile records confirm that Ms [redacted] made two additional payments towards her open EIP balance on August 18, and August 27, totaling $Please note that Ms [redacted] made these payments online at my.t-mobile.comIt is important to note that customers remitting an EIP prepayment online are provided with the following terms: “This payment will show against your account balance until your next bill when it will be applied to your EIP balanceAll payments can be viewed in your payment history.” 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 David T [redacted] Executive Response

February 22, 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 February 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets hearing of Ms [redacted] concerns with our Carrier Freedom promotion and the status of her reimbursementAs Ms [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a 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 successful For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank card Our records reflect that Ms [redacted] received a tracredit of $at the time of activation, and based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $as well as a second card in the amount of $for the balance of the equipment installments charged by her prior carrierT-Mobile apologizes if this offer was not explained fully at the time of Ms [redacted] ’ submission Nevertheless in an effort to amicably resolve this matter on February 21, 2017, T-Mobile applied a credit in the amount of $to Ms [redacted] ’ accountMs [redacted] ’ account now reflects a credit balance of $Upon speaking with Ms [redacted] she accepted this as 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 Zachary S [redacted] Executive Response

Revdex.com: You had helped me with a complaint that I had filed around a cell phone offer (ID # [redacted] )In the end, the vendor resolved this favorablyThe matter was closed out with an indication that I rejected the resolution and I feel that is unfair to the vendor who resolved thisI was not able to accept their solution inside of the days required by the Revdex.com as I did not received the payment until just this weekCan you please reopen that complaint and mark it as resolved so as to give them credit for doing so? Thank you, *** Please mark Complaint ID # [redacted] as resolved favorably - thank you Sincerely, [redacted]

November 11, 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 2, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile regrets Mr [redacted] ’s coverage issues he has been experiencing in his home location, at his mother’s home location and at his work locationIn Mr [redacted] ’s letter to your office, he indicates that he is not able to use service with his handset in or around his home, mother’s home or at workWe regret any coverage issues Mr [redacted] and his family have 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 Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Mr [redacted] ’s area, T-Mobile shows that he should expect excellent coverage in all areas that he references in his correspondenceAfter T-Mobile’s Executive Office made contact with Mr [redacted] , it is T-Mobile’s determination that Mr [redacted] ’s current handset is not compatible with the network in his area and T-Mobile is always inspired to evolve and modernize the coverage in all areas, including the locations he referencesIn an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile has agreed to assist Mr [redacted] in taking advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S device that is currently compatible with network in his areaEIP 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 24-monthly installmentsIn addition, T-Mobile’s Executive Office, he agreed to allow Mr [redacted] to obtain the device with no required down payment; however, he agreed to a series of 24-monthly installments in the amount of $12.50, which will appear on the first bill following the purchase of the deviceIn addition, T-Mobile has agreed to pay an amicably agreed upon down-payment and the tax of the device orderedShould Mr [redacted] continue to experience issues with the coverage in his home area, at his mother’s home area and at his work location, we will work with him to come to a satisfactory agreement in which he will make contact with me directly to discuss alternative optionsBased 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, INCLupe C [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

April 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 19, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced when the service to his T-Mobile account was interruptedPlease note that T-Mobile takes account security very seriouslyIn review of our records, T-Mobile shows no unauthorized access to Mr [redacted] T-Mobile accountOn February 8, 2016, T-Mobile generated a billing statement in the amount of $that was due to T-Mobile on February 28, This billing statement consisted of monthly access charges and all applicable taxes for the billing period dates of February 9, to March 8, Please note that T-Mobile did not receive payment by the due date and as such the account became past dueT-Mobile records indicate that on February 29, 2016, payment arrangements were made with Mr [redacted] with regard to his outstanding balanceMr [redacted] agreed to pay the balance of $in two separate paymentsMr [redacted] agreed to make a payment in the amount of $on March 14, 2016, and an additional payment in the amount of $on March 28, Please note that T-Mobile did not receive a payment in the amount on March 14, as agreed upon and at this point, the payment arrangement was suspendedPlease note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agencyAs such, T-Mobile suspended Mr [redacted] ability to place outgoing calls on March 16, On March 8, 2016, T-Mobile generated a billing statement in the amount of $that was due to T-Mobile on March 28, This billing statement consisted of monthly access charges, late payment fee, and all applicable taxes for the billing period dates of March 9, 2016, to April 8, Please note that T-Mobile did not receive payment by the due date and as such the account remained past dueCombined with the previous past due balance the account balance totaled $T-Mobile records indicate that on March 17, 2016, payment arrangements were once again made by Mr [redacted] through the Interactive Voice Response (IVR) with regard to his outstanding balanceMr [redacted] scheduled two future dated payments to be processed on his account automaticallyThese payments were scheduled in the amount of $to be paid on March 24, and the second payment of $to be paid on April 7, Pursuant 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 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 slipT-Mobile provided Mr [redacted] with calls, text messages, and a billing notification providing the payment due dateAs previously mentioned in our correspondence to your office, on March 16, 2016, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] scheduled future dated payments in the IVR on March 17, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of servicePlease note that the restore form suspension fees would have been due on Mr [redacted] next billing statement dated April 8, However, as a courtesy to Mr [redacted] on March 31, 2016, T-Mobile credited the restore from suspension fees from Mr [redacted] accountT-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr [redacted] subscribed to the optional Premium Handset Protection (PHP)Please note that the handset in question is covered by insurance from Assurant Solutions, Inc(“Assurant”) who may be contacted directly at 1-866-866-or online at www.myphpinfo.comT-Mobile records indicate that an insurance claim was processed with Assurant on March 16, At this time the handset that Mr [redacted] used was reported as stolenA phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networksPlease note that on March 16, 2016, Mr [redacted] handset was blocked due to the insurance claim being processed by Assurant and the handset being reported stolenOn March 17, 2016, Mr [redacted] contacted T-Mobile and advised us that he did not file the insurance claim in question and as such T-Mobile requested that Mr [redacted] handset be unblockedPlease be advised that Mr [redacted] is disputing a transaction that occurred through Assurant and not through T-MobileNevertheless, T-Mobile engaged the assistance of Assurant to validate Mr [redacted] claim that the insurance claim was processed fraudulentlyAssurant has completed its investigation of this matter and determined that the allegation of fraud was substantiatedTherefore, Assurant intercepted the replacement handset that was being mailed to Mr [redacted] , and asked that it be returned to senderThis releases Mr [redacted] from any and all liability relating to the insurance claim that was processedIn an effort to amicably resolve this matter, and as a courtesy to Mr [redacted] on March 31, 2016, T-Mobile applied a credit to Mr [redacted] account in the amount of $for monthly access charges, late payment fee, and all applicable taxes and fees for the billing period dates of March 9, 2016, to April 8, Please note that Mr [redacted] account currently remains open and reflects a zero balance dueWe 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

June 25, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 19, 2015, regarding the above-referenced account T-Mobile regrets anymisunderstanding regarding a personal credit check at the time ofactivation Please note that allcustomers applying for new postpaid service are required to have a creditcheck T-Mobile runs credit on newservice applications to determine line limits, required deposits, and rate planeligibility For the protection of anyconsumer, applications are processed by an internal scoring system that assignsnumeric values to the various items of information we consider in evaluating anapplication These values are based uponan analysis of a large number of customers and their historicalinformation Please note that theassigned credit class is an internal rating for information purposes only Please note that the credit score of Ms[redacted] is assigned by the credit bureaus and referenced within thecorrespondence to your office was not a factor in the internal categorizationof her account Finally, the T-Mobileassigned credit class does not take into effect a customer’s credit scores withthe credit bureaus as T-Mobile does not report information on our accountsdirectly to the credit bureaus On February 25,2015, Ms [redacted] activated a T-Mobile Postpaid account, which was canceled onFebruary 26, The account is closedwith a zero balance In Ms [redacted] correspondence she indicates that she did not authorize a personal credit checkas she intended to activate a prepaid account, please note that our records donot substantiate her claim, nevertheless in an effort to resolve the matter,T-Mobile has requested the credit inquiry be removed from Ms [redacted] credithistory However T-Mobile cannot enforcethe removal Please note that onceapproved it may take up to days for the credit filed to be updated T-Mobile regrets any inconvenience Ms***may have experienced Please be assured that T-Mobile strives toprovide world-class service to all of our customers on each and everycontact We also make every effort toprovide complete and accurate information to our customers We apologize if any T-Mobile employee failedin any way to display that during Ms [redacted] recent contact with our retaillocation Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCSacny A [redacted] Executive Response