T-Mobile USA

Date Sent: 4/25/6:08:PMApril 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 14, 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 her concern within this letterT-Mobile regrets any concerns to Ms [redacted] in regards to her handsetAs previously stated in our April 13, response, T-Mobile Customer Care did perform all the possible trouble shooting along with Ms [redacted] that were not able to fix the issue in regards to the Geofences Error code she is receivingThus Ms [redacted] was shipped out two warranty exchanges on March 11, 2016, and the other on March 19, Please note that the issue Ms [redacted] is experiencing is due to a software issue and not a T-Mobile issueIn an effort to amicably resolve this matter out of procedure to provide the UN-Carrier experience, T-Mobile agrees to exchange Ms [redacted] ’s Samsung Galaxy Note to a comparable handsetMs [redacted] has thirty days of the date of this letter to contact me at the number below to take advantage of this offerBased 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*** Executive Response

March 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 28, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that Mr [redacted] has been designated as an authorized user of the account We are pleased to report that upon speaking with Mr [redacted] , he confirmed that T-Mobile had resolved this matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced in regards to the “Magenta Poand Trade-In” promotionT-Mobile records confirm that this offer ran from November 24, 2016, to December 21, Customers who ported in a new voice line and trada handset within this time frame were eligible receive a $credit via mail-in-rebateIn the event that a trawas not received, the $promotional credit would be provided in the form of $monthly credits over a month period Please be advised that on December 1, 2016, Mr [redacted] activated four new voice lines on the promotional T-Mobile One Line for $/ 4th line free rate planOf the four lines activated, three mobile numbers were ported in from another service providerIt is important to note that a tradevice was not received with the above mentioned activationsTherefore, Mr [redacted] was eligible for a $credit on three lines of his service over a month period to honor the Magenta Poand Traoffer in full However, as a courtesy and in an effort to amicably resolve this matter, T-Mobile agreed to send Mr [redacted] a $rebate card in lieu of the promotional creditsMr [redacted] should expect the refund prepaid card within ten business days from the date of this letterPursuant to a conversation with Mr [redacted] , he confirmed that this matter had been resolved in full 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 retail location Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alberto V [redacted] Executive Response

September 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 10, 2016, regarding the above-referenced account T-Mobile regrets that Ms***’s rebates were delayed On August 19, 2016, Ms***’s rebate request was approved Please be advised that the rebates are processed by Citibank, a third party vendor Unfortunately, there was a delay with Citibank processing the rebates and the rebate may take up to three weeks for delivery At this time, T-Mobile is not able to expedite the shipping as it is not being shipped directly from T-MobileWe regret any inconvenience that this may cause Ms***’s rebate has been shipped and should arrive no later than September 20, T-Mobile appreciates Ms***’s business and we regret any inconvenience that she may have experienced with the processing of her rebate As a gesture of goodwill, on September 15, 2016, T-Mobile issued a $credit to Ms***’s account, which leaves a $credit balance Please be advised that Ms***’s billing statement that will be dated September 13, will not reflect this credit as the credit was issued to the account after the billing cycle closed on September 13, and her account is currently in the process of producing the billing statement However; the $credit impacted Ms***’s balance and her account currently reflects a $credit balance 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 Ally Y [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The $was to cover a supposed past due balance that Per T-Mobile has been days past due I have asked for a copy of billing and payments as I do not believe this to be true and want proof of where I became past due as promise by JenniferI would have within a few days and have not received Unless I receive documents I am not satisfy with the "Allowance" given to my accountSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryThe representative was very professional and kind towards meIn addition advised if I have any other concerns when trying to complete the JUMP upgrade don't hesitate to contact her, which I greatly appreciateWe did not get to speak but she made every attempt to do so and to assure the problem was resolvedI appreciate her efforts and I am satisfied with the outcomeThank you Sincerely, [redacted] - [redacted]

November 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] Family Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 18, 2016, regarding the above-referenced accountT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customerNevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family MobileFamily Mobile records show that Ms***’s account was activated on May 14, 2016, and then suspended for non-payment on June 23, At the time of the suspension, Ms***’s account had a balance in the amount of $consisting of monthly recurring charges and applicable taxes and fees for the billing periods of May 14, 2016, the day the account was activated through June 23, 2016, the day the account was suspended for non-paymentIt is important to note that Family Mobile has no records of Ms [redacted] calling Customer Care to cancel servicePlease be advised that on July 18, 2016, Customer Relations department adjusted the account $leaving Ms [redacted] a balance of $which was for monthly recurring charges and applicable fees for May 14, However on July 29, 2016, Customer Relations department adjusted the $leaving Ms***s account with a zero balanceFamily Mobile records show that on July 27, 2016, Family Mobile’s Customer Care spoke with Ms [redacted] and cancelled her account pursuant to her requestDue to inadvertent error Ms [redacted] was billed prorated charges for service from July 18, 2016, through July 27, 2016, in the amount of $In order to amicably resolve the matter, on November 28, 2016, Family Mobile adjusted Ms***’s account in the amount of $Please be advised that Ms***’s account remains cancelled and reflects a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJimmie P [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 23, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] experienced with his accountPlease note that Mr [redacted] account is billed in arrears and his billing cycle runs from the 3rd of the month to the 2nd of the following month with payment due on the 23rd of the 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 slipA review of the account confirms that Mr [redacted] payment that was due on November 23, 2016, was not received on timeT-Mobile provided Mr [redacted] with text messages and a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] made a payment on December 27, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of serviceBased on our findings, it is T-Mobile’s position that the restore from suspension fees are valid and owedNevertheless, in an effort to amicably resolve this issue, between credits totaling $were applied to Mr [redacted] account for the five restore from suspension fees which were assessed to his January billing statementThese credits reduced Mr [redacted] outstanding balance to $and he may verify this by visiting www.T-Mobile.comT-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, INCLigia M [redacted] Executive Response

December 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 16, 2015, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’s satisfactionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our Customer CareT-Mobile records indicate that Ms [redacted] added the $Premium Handset Protection feature when she opened her prepaid account in September of As Ms [redacted] may be aware, T-Mobile’s handset insurance feature is offered by Asurion, a third-party vendorAs Ms [redacted] had equipment protection on the account, she had the choice to process a claim through AsurionPlease be advised that Asurion has Terms and Conditions separate from T-MobileAny questions regarding Asurion’s policies or processes need to be directed to Asurion, who can be reached at 866-268-T-Mobile regrets that Ms***’s insurance claim was deniedNevertheless, in an effort to amicably resolve this matter, on December 21, 2015, T-Mobile refunded Ms [redacted] $for months of the $Premium Handset Protection featurePlease note it may take seven to ten business days to receive the refund in the form of a prepaid debit card to the address provided in the correspondence to your agencyUpon speaking with Ms [redacted] she accepted this as resolution to her issueBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCZachary S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:The statement here are FALSE " There was note a trade in device received for the phone line ending in ***; therefore no account trade in credit was applied and the phone line was not enrolled in the promotionHad the phone line met requirements the account would have received a trade in credit of $and the phone line ending in [redacted] would have received EIP bill credits of $for a total amount of $The bill credits combined with the trade in credit make for a total offer value of $Attached is a copy of the email where T-mobile confirming that they have found my SamsungNote (as exchange in accordance with the promotion) after I have made multiple calls and initiated a request for research for my Samsung Note I had sent thru by mail as instructed since I availed the said promotion via onlineThe only reason I did not availed the promotion through the store (like I did for the [redacted] line) is because the stores was out of stock of the color I was looking for (coral blue)This email was even telling me that credits & adjustments have already been made which is evident how inefficient their record keeping are.This has been the huge problem all along where T-mobile could not get their records straight even after my NUMEROUS CALLS and even now still apparently unsuccessful,accusing me of not being compliant with the promotionEvery time I made a call to them I had to explain in detail the plight I have been going through and all they do is keep giving me promisesIf I would have known I had to through all of these I would have kept my Samsung Note [redacted]

July 29, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] ... [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 18, 2017, regarding the above-referenced account. We regret any concerns Ms. [redacted] has regarding her T-Mobile billing. On April 30, 2017, Ms. [redacted] activated T-Mobile service and subscribed to the T-Mobile ONE All In two lines for $110.00 monthly rate plan. In addition, Ms. [redacted] subscribes to the optional Premium Device Protection feature for $12.00 monthly feature on both of her lines for a total monthly recurring charges (“MRC”) of $134.00. T-Mobile offers customers subscribed to eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice rate plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan. T-Mobile records confirm that Ms. [redacted] has been subscribed to a T-Mobile ONE eligible rate plan since April 30, 2017. Upon investigation, our records confirm that Ms. [redacted] was charged a total of $302.51 plus taxes for roaming charges for her mobile number ending in 7920 for calls made and/or received while on a cruise ship. Calls made and received while on a cruise ship and connected to the cruise ship network are billed at a rate of $5.99 per minute and are not eligible for Simple Global rates. T-Mobile regrets any confusion Ms. [redacted] has regarding her Simple Global coverage. Please be advised in addition to Ms. [redacted] ’ Simple Global coverage her T-Mobile ONE rate plan also includes T-Mobile’s Mobile without Boarders which provides extended home coverage from the U.S. to Mexico and Canada at no additional charge. This feature allows T-Mobile customers to travel between the U.S., Canada and Mexico without being charged international rates. In order to amicably resolve Ms. [redacted] ’ concerns T-Mobile has agreed to apply a onetime credit in the amount of $345.00 for the international charges leaving a credit balance of $345.00 on Ms. [redacted] ’ account. T-Mobile regrets any inconvenience to Ms. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Christopher P [redacted] Executive Response

Revdex.com: Good Evening, Please cancel this complaintMy issues have been reaolved Regards, [redacted] [redacted]

June 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 16, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] has experienced while obtaining a refund for a handset returnT-Mobile records indicate that on May 31, 2017, Mr [redacted] activated service and ported in the mobile number ending in [redacted] and opted into the T-Mobile ONE rate plan that include unlimited talk, messaging and data for $per monthPlease note that the T-Mobile ONE rate plan can receive a $discount when the account is enrolled in AutoPayIn addition the premium handset protection feature was requested and added to the account at the cost of $per month Additionally, T-Mobile records indicate that on May 31, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus 128GB Black handsetAccordingly, Mr [redacted] was asked to remit a down payment in the amount of $plus taxes and agreed to a series of 24-monthly installments in the amount of $ At the time of Mr***’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could then be returned to the original point of sale for a refund/exchange or, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseOn June 3, 2017, Mr [redacted] elected to return the handset to the retail location; however, at the time of return, the refund of the down payment and taxes in the amount of $could not be refunded due to the payment method that was initially used as the credit card was reported as lost In an effort to amicably resolve this matter, T-Mobile issued the refund in the amount of $210.89, through a prepaid card and was sent to the address of recordPlease note that the prepaid card will take up to ten business days to be receivedT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Jhayd G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Date Sent: 9/12/2:05:PMComplaint: [redacted] I am rejecting this response because: I requested to speak with someone competent The individual I spoke with this time was the same person feoBefore She identified herself as she works for the CEO which was a lie She also stated the billing was right and was a lie She had made a correction to the bill after I filled the 2nd complaint but never admitted to it I requested to speak to her manager then she stated she works for another department not the CEO And her supervisor will call me the same day which I never heard from him Company has a poor track record with us being a customer for over years I would like to speak to a decision maker who will address this .Sincerely, [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: although I thoroughly appreciate the credit of $I do not have the means to pay $for the remainder of my phoneAs previously stated, I was told by the T-Mobile associate that the plan that I had was in fact an eligible plan for the equipment creditI was also told when I purchased my phone at the location that I was in fact eligible based on the current plan that I hadTwo different T-Mobile Associates informed me that my plan was eligible and then I would not need to make any changesT-Mobile then came back and said I was ineligibleThis is completely unacceptableI also have a text message from T-Mobile stating that the credits would be taking place on my accountI am preparing my demand letter for the credit of the $If you waive it here that would be fabulous because it would save myself from having to go to court which I am absolutely prepared to do.Sincerely, [redacted]

January 17, 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 9, 2017, regarding the above-referenced accountWe regret Mr [redacted] concerns regarding the billing of his accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our retail locationFrom November 11, through November 20, 2016, eligible T-Mobile customers who purchased a Samsung Tab E or Tab A on a GB or higher Mobile Internet plan could receive the tablet for free via promotional Equipment Installment Plan (“EIP”) bill creditsEIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsT-Mobile records indicate that on November 18, 2016, Mr [redacted] qualified for and took advantage of our EIP offering to take advantage of the above promotion with the purchase of two Samsung Tab E tablets along with the activation of two Mobile Internet linesBased on the above promotion at the time of Mr [redacted] purchase, he was not required to make a down paymentMr [redacted] then agreed to a series of monthly installments in the amount of $9.99, which appeared on the first bill following the purchase of the devicePlease be advised that Mr [redacted] would receive the promotional EIP bill credits over months to cover the cost of the tablet; however, credits would begin within two bill cycles of purchasePlease be advised upon review of Mr [redacted] account and billing statements, the above requirements of having a GB or higher Mobile Internet plan per tablet line and waiting two bill cycles from the date of purchase were not met, and as such Mr [redacted] was billed accordinglyNevertheless, to amicably resolve Mr [redacted] concerns T-Mobile offered to cancel each of the newly activated mobile internet linesAdditionally, although it is outside the allotted return period of 14-days provided to customers to return their purchased equipment, T-Mobile will allow Mr [redacted] to return his two tablets directly to my attention within days of the date of this letter at: T-Mobile USA, Incc/o Executive Response Team Attention: Kimo C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the equipment T-Mobile will apply a credit to the account in the amount of $for the total applicable taxes paid at the time of purchaseT-Mobile recommends that Mr [redacted] return the tablets via a traceable carrier and request a tracking number when shippingFurthermore, T-Mobile applied an immediate account credit totaling $for the equivalent of missing credits and compensation for shipping charges to return the above-referenced equipmentThis credit brings Mr [redacted] account to a credit balance of $Mr [redacted] accepted this offer as resolutionT-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, INCKimo 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 meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The phone that was unlocked was an I-phone SE that had been flood damaged --(the phone I requested with the IMEI to be unlocked listed below received the following email response from T-Mobile). I essentially had no recourse based on this email and ended up returning to Apple where I bought the phone to deal with T-mobile's response to me. The unlock process required multiple calls, visit to APPLE store and 7 days. I purchasers a new phone. I believe the response listed below should be posted with my complaint T-Mobile Sim Unlock RequestSim Unlock Reference: [redacted] IMEI: [redacted] Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, this subscriber is not eligible to receive the unlock code at this time. In order to be eligible, the device must show at least one day of usage 40 days or more prior to the date of this request Please submit a new request after this requirement has been met.Thank You, Customer ServiceT-Mobile USA, IncSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meT Mobile was very quick to resolve this issue after an email to the CEO, and reached out to me quickly over the phone.Sincerely, [redacted] - [redacted]

July 31, 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 July 26, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Mr [redacted] , however we were unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets that Mr [redacted] did not feel as though our previous response fully addressed his concerns and we are grateful for the opportunity to provide an additional response to this matterPlease note that Mr [redacted] may view the eligibility requirements for the Carrier Switching Cost Reimbursement program at his convenience at www.switch2tmobile.com/ Although it remains T-Mobile’s position that Mr [redacted] is ineligible to receive additional reimbursement for his mobile numbers ending in 6870, 0145, 6256, and 0926, in a continued effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr [redacted] may send an unaltered copy of his final billing statement from his previous service provider which clearly reflects his itemized cancellation charges to my attention at [redacted] @T-Mobile.com Upon review, T-Mobile agrees to submit a prepaid debit card in the amount of Mr [redacted] ’s qualifying cancellation charges less the previously reimbursed amount of $Please be advised that Mr [redacted] must provide the above-referenced documentation within days from the date of this letter in order to take advantage of this offerT-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 Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: 1) Look at your records very well because I also have recordsPer your company my calls are recorded right? You might want to recheck your records because I have ticket text messages and emails from your T-Mobile representatives2) I have been calling since before I purchased the iPhone plusIf you check your records I'm sure you will see thatYou will also see that several agents have stated your engineers or whomever will take a look at something and give me a call backOf course they NEVER did 3) I also suggest you check your records again maybe this time you actually listen to the supposedly recorded calls and listen to me when I say MY CALLS DROP NO MATTER WHERE I AMI HAVE FAMILY MEMBERS AND FRIENDS WHO HAVE T-MOBILE POST PAID AND PREPAID AND WHILE IN THE SAME SECTION THEY ARE ABLE TO MAKE CALLS AND RECEIVE CALLSIF THE ISSUE IS SOMETHING THAT AFFECTS EVERYONE IT WOULD MAKE SENSE WHEN YOU SAY YOU CANNOT GUARANTEE COVERAGE IN ALL AREASMy phone has dropped calls among other T-Mobile customersI have informed several of your agents this and also provided numbers for them to troubleshoot when I was asked several times 4) I want all my calls pulled and every text and email ever sent to me by your representatives evaluated because you guys have now become professional liars and think I will go away quietly5) My device was returned within the time frame given and what T-Mobile didn't expect was for me to save the tracking numbers studying they were deliveredIt was received in enough time to scan it into your account and not charge meYour agent did not apply any fees to my account that was not placed on there falsely6) Now let's talk about T-Mobile and their liesMy billing due date was changed without my permissionI have been told by several of your agents that should not happenThen they say no it had always been the same per their recordsThey stick to their story until I go in my email and read to them all my emails from themAnother lie, even the agent that called me concerning my Revdex.com stated she would call backALL WAITING ON THAT GHOST CALLST-MOBILE DOES NOT REGRET ANYTHING BY THIS RESPONSEINSTEAD THEY ARE TRYING TO PUSH BLAME AND EXPLAIN THINGS AWAY HOPING I SIT UP ABOUT THEIR POOKIE SERVICE AND HORRIBLE CUSTOMER SERVICE DO BETTER Sincerely, [redacted] ***