T-Mobile USA

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 28, 2017, regarding the above-referenced accountT-Mobile regrets any handset billing concerns Mr [redacted] may haveT-Mobile records indicate Mr [redacted] qualified for and took advantage our Jump! On Demand lease with a Samsung Galaxy Note handset on September 16, At the time of Mr [redacted] ’s lease signing, he was not required to make a capital cost reduction payment, agreed to monthly instalments of $29.00, and a purchase option price of $plus applicable taxesAs a courtesy to Mr [redacted] , on January 31, 2017, T-Mobile closed the lease of the Samsung Galaxy Note handsetAdditionally, on February 6, 2017, at the close of Mr [redacted] ’s current billing cycle, Mr [redacted] will be issued a credit in the amount of $for the final two lease payments, as well as the purchase option priceT-Mobile regrets any inconvenience MR [redacted] may have experiencedBased 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, INCRonnie A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I returned a call to T-mobile and left a message for a return call. Not once in the six months that they forced me to call to have those charges removed for the "free phone " was I told I was given the phone free or not qualified for the phone. Why did they remove the charges when I called each time and why was I not told I would be paying additional charges. I didn't give permission for another line and will not accept any additional charges from them. Sincerely, [redacted] ***

February 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No*** [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have encountered regarding her accountT-Mobile records confirm that on August 10, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two new Motorola ZdevicesAt the time of Ms [redacted] ’s purchase, she was asked to make a down payment of $for each device, pay the taxes on the full retail price of the devices, and she agreed to a series of 24-monthly installments of $per devicePlease note a $tracredit was accepted by Ms [redacted] for her HTC One, which was applied towards the down payment of her purchase With regards to the Carrier Freedom offer, there are several eligibility requirements for the above promotionIn order to qualify for the offer, customers, like Ms [redacted] , must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.comAs indicated on the website, approval may take up to eight weeks from the date of submission to be receivedAccordingly, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity Regretfully, T-Mobile records confirm that Ms [redacted] ’s Carrier Freedom submission was denied on September 14, 2017, as the EIP balance for her devices were less than days oldAs such, it is T-Mobile’s position that Ms [redacted] does not meet the requirements for reimbursementNevertheless, in an effort to amicably resolve this matter, T-Mobile agreed to honor the full terms of the Carrier Freedom offerAs such on February 19, 2018, T-Mobile processed a refund in the amount of $for the remaining balance on the EIP for Ms [redacted] ’s devicesPlease note the refund was sent via a prepaid MasterCard which may take up to ten business days to be deliveredT-Mobile regrets any inconvenience to Ms [redacted] and is glad to confirm she accepted the refund as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: This dispute is not resolvedT Mobile has called me twice and I returned their call and left a message for them to call me backWe've been playing phone tag, but I have attempted to respond to their communicationsSincerely, [redacted] ***

February 1, 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 January 25, 2018, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] is designated as an authorized user of the accountWe are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction We regret any inconvenience to Mr [redacted] regarding our promotions and we appreciate the opportunity to address his concernsT-Mobile records confirm that on January 24, 2018, Ms [redacted] activated her account with two lines of service and enrolled in our T-Mobile ONE 55+ rate plan at $per monthMs [redacted] also took advantage of our Equipment Installment Plan (“EIP”) and purchased two Samsung Note 64GB devices each priced at $Ms [redacted] remitted two payments of $for each device as a down payment and agreed to monthly installments of $per deviceAlso, Ms [redacted] traded in a Samsung Galaxy S device and accepted a $tracredit towards the new purchase As Mr [redacted] is aware, from January 12, 2018, for a limited time, new and existing postpaid customers, who buy a Samsung Note 8, can get another of equal or lesser value after rebateIn order to qualify for the offer, both devices must be purchased on EIP, customer port in a least one of service and enrolled in a qualifying T-Mobile ONE rate planAlso, a trade in of a fully functional eligible Samsung device As Mr [redacted] indicated in his correspondence to your office, we confirmed he met the qualifications for the above mentioned offer; however, we also confirmed that the offer could not be combined with our Carrier FreedomTo be eligible for our Carrier Freedom offer, consumers must potheir current mobile number, traa device, and purchase a new T-Mobile deviceAs the requirements for both offers are similar, customer only get the option to do one offer or the other, but not bothWe regret any confusion this matter may have caused T-Mobile provided a days return period to Mr [redacted] that allowed them to use the service to see if it met their needsIn the event of return within the allotted return period, Mr [redacted] would be eligible for a full refund minus an applicable restocking fee of $per device On January 24, 2018, Mr [redacted] contacted our Customer Care and was given information regarding the return process and the restocking fee requirements; however, as a courtesy, we applied a $credit to Ms***’s account in an effort to amicably resolve his concernsOur records confirm Mr [redacted] returned the new devices on January 26, 2018, which required a $restocking fee and the difference was refunded back to Mr***’s credit card In a further effort to amicably resolve Mr***’s concerns, on January 25, 2018, T-Mobile applied an additional credit of $25.00; which, along with the previously issued credits, provided total credits of $for Mr***’s restocking feesMr***’s accepted the credits and the explanation of our current offers as resolution to his concernsMs***’s account remains active with a credit balance of $We regret any inconvenience to Mr [redacted] and 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 Sal O [redacted] Executive Response

August 3, 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 July 29, 2017, regarding the above-referenced file numberWe regret any concerns Mr [redacted] has regarding his T-Mobile LG GhandsetMobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr***’s International Mobile Equipment Identifier (“IMEI”) number shows the handset as eligible for unlockPlease be advised that Mr [redacted] has provided T-Mobile with proof of purchase for the LG Ghandset and T-Mobile has whitelisted the IMEI number allowing it be unlocked through the T-Mobile application 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 Christopher P [redacted] Executive Response

October 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 22, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Mr***’s satisfactionT-Mobile regrets any concerns that Mr [redacted] has experienced regarding his final billing with T-MobileOur records confirm that on August 31, 2016, Mr [redacted] cancelled his account when he ported his mobile numbers to another service providerIt is very important to note that if a customer has an open JUMP! On Demand (“JOD”) lease and the account is cancelled, any remaining open lease balance on the cancelled account is accelerated and becomes due with the final billing statementIn addition, if the handset is not returned to T-Mobile, the total remaining balance for the purchase option price of the handset is assessed on the final billing statementPlease note that this information was disclosed within the agreement provided to Mr [redacted] at the time of his lease purchase, on November 1, T-Mobile records indicate that on September 13, 2016, Mr [redacted] visited a T-Mobile retail location to return his two leased iPhone handsetsPursuant to the Terms and Conditions of T-Mobile’s JOD handset leasing program, upon return of the handsets, the purchase option price for each handset was removed from the balance, in the amounts of $and $Please be advised that this left Mr [redacted] responsible for only the remaining lease balances, in the total amount of $458.46, which was assessed to Mr***’s final billing statement dated September 25, Please be advised that the remaining lease balances are valid and owed as Mr [redacted] agreed to an 18-month lease agreement for each handsetNevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to Mr***’s account in the amount of $458.46, the full remaining balance owed for the leasesMr***'s revised account balance of $remains valid and owedMr [redacted] accepted this offer as resolution in full to his concernsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail location or Customer CareBased 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, INCKayla J [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I didn't accept the prior device because when I went to pick up said device it was not at the store that was indicated to me to get it from then a couple day later I got a message saying it was sent back and now that I have complained again the representative sent it to the original store that I had complained about and told her I want going back to that store Yes I have used my warranty /insurance that I pay for who wouldn't if your car is broken you would get it fixedAlso just because I didn'tbuy a phone from them directly doesn't mean I haven't bought phones there are numerous places I can or could have bought tmobile phones, ( best buy, walmart, kmart, target, independently owned) glad is is the kind of service to expect when you have been a customer for over years"Too bad buy a new phone since you haven't since 2011" Sincerely, [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 13, 2017, regarding the above-referenced accountPlease be advised T-Mobile has resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced regarding her JUMP! upgradeThe JUMP! feature provides the benefit of tradia current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balanceOn November 19, 2016, Ms [redacted] initiated a JUMP! upgrade on line ending in [redacted] and purchased an iPhone Plus on EIP paying $a month for 24-monthsPlease be advised as part of the JUMP! purchase that Ms [redacted] was required to return her iPhone 6s Plus handset back to T-Mobile to receive a tracredit for the remaining EIP balance of $T-Mobile records indicate that the iPhone 6s Plus was not received at the tracenter; as such, the tracredit was not issued to the account and the associated EIP installments continued to be billed monthly On June 20, 2017, in an effort to amicably resolve this matter, T-Mobile closed the remaining EIP balance associated with the iPhone 6s PlusIn addition a credit in the amount of $was applied to the account, equal to eight months of the iPhone 6s Plus EIP installmentsThis credit brought the account balance down to $for unpaid past due charges, current service charges and monthly EIP for additional devicesT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carolina F [redacted] Executive Response

November 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 31, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile sincerely regrets that Mr [redacted] continues to be dissatisfied with our responses to his multiple complaints about the final balance on his accountT-Mobile has provided a thorough review and validation of the amount due on the above referenced accountAs previously advised, it remains T-Mobile’s position that the balance on Mr [redacted] ’s T-Mobile account was $It should be noted that Mr [redacted] ’s account was originally canceled with a balance of $and as a result of Mr [redacted] ’s continued escalations and requests, that final balance was eventually reduced to $through several unwarranted creditsOn November 15, 2013, T-Mobile applied credit toward Mr [redacted] ’s account reducing the outstanding balance to $230.18, for past due monthly access charges for services rendered dating back to the February billing statementWith regards to Mr [redacted] ’s request for a refund, our records indicate that on August 17, 2015, Mr [redacted] was advised that the $refund in question was applied toward the outstanding balance which reduced the balance to $This information has been provided to your agency under file number and was also provided to additional agencies whom Mr [redacted] contactedAlthough the account balance of $remains valid, as a final courtesy to Mr [redacted] ’s, T-Mobile has issued a credit in the amount of $to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile respectfully declines to provide Mr [redacted] further compensationT-Mobile regrets any inconvenience caused 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, 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 meI was confused as to why part of my $credit went missing because it appeared to go towards the handset that was returned, but she explained that was for my air time chargesAlly also sent me a $card for the amount of my past due [redacted] termination fee and went above and beyond to resolve all issuesI am now completely satisfied with all outstanding issues and appreciate her prompt amicable resolution and excellent customer service! Sincerely, [redacted]

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] * [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 February 9, 2018, regarding the above-referenced account Please 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 any concerns Mr [redacted] experienced with the account Please be advised the account is currently subscribed to our Simple Choice Family Mobile with unlimited talk, text and GB of 4G LTE data for two lines for $plus applicable taxes and fees.Our records confirm on December 23, 2017, Ms [redacted] purchased two LG Stylo Plus handsets using our Equipment Installment Plan (“EIP”) offering Regrettably, due to an inadvertent error, the handsets did not ship and on January 2, 2018, the orders were canceled It is important to note that from December 27, 2017, through January 2, 2018, in an effort to amicably resolve the matter T-Mobile applied several credits totaling $ Please be advised the courtesy credits provided were not reversed On January 2, 2018, T-Mobile placed a new order for two LG Stylo Plus handsets on EIP and the handsets were delivered on January 4, Thereafter, Mr [redacted] contacted T-Mobile regarding concerns with his data usage and T-Mobile added an additional unlimited data package in the amount of $per month for lines ending in and Please be advised both additional data packages were removed as of February 9, and returned to the original GB of data per line referenced aboveOn February 5, 2018, a bill generated for $176.98, which consisted of monthly service charges, goodwill credits, and equipment charges plus applicable taxes and fees from February 5, 2018, through March 4, 2018, and due by February 25, On February 9, 2018, in an effort to further resolve Mr [redacted] ’s concerns T-Mobile applied additional account credits in the amount of $for additional data charges and courtesy credits leaving an account credit balance of $On February 12, 2018, upon speaking to Mr [redacted] he stated his concerns had been resolved and requested additional courtesy credits, at which time T-Mobile respectfully declined any additional compensation for this matterT-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.Carolina F [redacted] Executive Response

The business has contacted me and we have reached a resolution. They will pay the amount asked for thank you very much for your help.

October 6, 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 28, 2015, regarding the above-referenced accountT-Mobile regrets any misunderstanding regarding Mr [redacted] August 25, billing statement that reflected a balance of $which consisted of monthly recurring charges, monthly EIP fees, a $non-return fee and applicable taxesT-Mobile records indicate on June 22, 2015, a handset replacement was ordered for Mr [redacted] non-working handset, and it was shipped to him on June 27, T-Mobile records do not reflect the non-working device as being received, as such; Mr [redacted] was charged $for the non-return fee and applicable taxesAs Mr [redacted] account was set up on EasyPay on September 15, the balance of $was debited from the stored credit card, debit card or checking account supplied by Mr***T-Mobile records indicate that on September 15, Mr [redacted] contacted our Customer Care regarding the non-return fee at which time T-Mobile applied a credit of $for the fee, applicable taxes, and $for overdraft feeThe refund form number [redacted] was declined as our Handset Research department had not confirmed the return of the equipment to our warehouseT-Mobile records indicate that on September 26, spoke with our Customer Care and requested that the credit of $be applied towards his EIP balancePlease note that Mr [redacted] EIP balance is now $and the remaining number of installments has been reduced to two monthsIn an effort to amicably resolve Mr [redacted] concerns T-Mobile applied an additional credit of $for one month of service and offered to remove the credit placed on the EIP balance and restore his EIP installments and refund the total amount of $676.35, at which time Mr [redacted] respectfully declined as he would be cancelling his serviceT-Mobile offered to credit Mr [redacted] final billing statement if he chooses to port out his numbers by October 24, , Should Mr [redacted] chose to keep his T-Mobile service he would remain responsible for any monthly recurring charges assessed toward the account, the remaining EIP balance of $and applicable taxesT-Mobile regrets any inconvenience to Mr [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, INCLuv V [redacted] Executive Response

April 5, 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 March 31, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenienced experienced by Mr. [redacted] regarding his experience with his JUMP! On Demand lease upgrade. On November 7, 2016 Mr. [redacted] completed a JUMP! On Demand lease upgrade when he elected to trade-in his Samsung Galaxy Note 5 for the Samsung Galaxy S 7 Edge. As part of the JUMP! On Demand lease program, customers are required to return their original leased device back to T-Mobile, and as such Mr. [redacted] returned his Samsung Galaxy Note 5 to our National Return Center. T-Mobile records indicate Mr. [redacted] ’s Samsung Galaxy Note 5 was returned to our National Return Center on December 19, 2016. Unfortuantely do to an inadvertent error, Mr. [redacted] ’s returned JUMP! On Demand lease Samsung Galaxy Note 5 was not immediately processed. Nevertheless, T-Mobile has closed Mr. [redacted] ’s JUMP! On Demand lease for his Samsung Galaxy Note 5 as returned equipment and as such he will no longer be charged the monthly lease fee. Furthermore T-Mobile has applied a credit of $125.56 to Mr. [redacted] ’s account which represents the past four months he has been charged the monthly lease fee associated with his returned Samsung Galaxy Note 5. Mr. [redacted] has a credit balance of $125.56 which will be applied to his next billing statement due on May 7, 2017 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. Martin G [redacted] Executive Response

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 19, 2017, regarding the above-referenced account T-Mobile regrets any concern to Mr [redacted] in regards to his account and appreciates the opportunity to respond to his concernsT-Mobile records confirm that on May 12, 2017, Mr [redacted] purchased a Samsung Galaxy Sfor his mobile line of service ending in [redacted] on T-Mobile’s Equipment Installment Plan (“EIP”) option by agreeing to monthly installments in the amount of $Please be advised that as of the date of purchase Mr [redacted] was also subscribed to JUMP! which includes Premium Device Protection (“PDP”) coverage, provided by Assurant, that covers devices if they are ever lost/stolen or damaged by filing an insurance claim and paying a deductible associated with the device being replaced Please be advised that T-Mobile does not reflect a record of Mr [redacted] reporting his handset lost and may have contacted Assurant directly to file his insurance claim for a replacementIt is important to note that on May 25, 2017, Mr [redacted] canceled his mobile line of service ending in [redacted] when he ported the number out to another carrierAs the line was canceled, any PDP coverage has been lost and any claim filed to replace the device has been declined by AssurantT-Mobile recommends Mr [redacted] contact Assurant at 1-866-866-to discuss his claim further Please be advised that on March 2, 2017, Mr [redacted] enrolled his T-Mobile account in AutoPay, a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, via myT-Mobile.comRecords confirm that on May 25, 2017, Mr [redacted] updated the AutoPay method to a checking account via myT-Mobile.com and any future billed monthly recurring charges would be debited from this checking account It is important to note that on June 2, 2017, Mr [redacted] ported out his final line of service ending in [redacted] out to another carrier which closed his accountAs his account closed all open EIP balances for his Samsung Galaxy Sand previous devices purchased on EIP accelerated and were due immediatelyOn June 14, 2017, a final bill generated reflecting a total balance due of $1,for final EIP balances of purchased equipment and prorated monthly recurring costs for service from May 14, 2017, through June 2, As Mr [redacted] account was enrolled in AutoPay the amount of $1,was debited from the checking account on file on July 4, As the checking account had insufficient funds the payment was returned leaving a balance due of $1,by August 6, The AutoPay service has been removed as of July 25, 2017, from Mr [redacted] account T-Mobile records confirm that on June 20, 2017, Mr [redacted] contacted Customer Care to apply for a new T-Mobile postpaid accountDue to the outstanding balance on Mr [redacted] current postpaid account and T-Mobile’s previous payment history with him, T-Mobile has respectfully declined Mr [redacted] the option for a new account and equipment to be financed on EIP with well qualified pricingPlease note that Mr [redacted] still has until August 6, 2017, to bring his current account current and restore services once again which would still offer him well qualified pricing on EIP optionMr [redacted] may contact Customer Care at 1-800-937-for further arrangements 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

July 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 July 6, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that they have designated [redacted] as an authorized user of the accountAccording to our records, on April 12, 2016, Ms [redacted] activated her T-Mobile account through [redacted] At that time, Ms [redacted] purchased three iPhone 6S handsets, a Samsung Galaxy Shandset, an iPad Mini tablet, and a Samsung Galaxy Tab device through our Equipment Installment Plan ("EIP") programOn April 21, 2016, Ms [redacted] purchased a screen protector and protective case for a Samsung device and a pair of earphones through our EIP programAt the time of purchase of the four above-referenced handsets, T-Mobile records confirm that Ms [redacted] traded in her previous carriers handsetsIt is important to note that the traof a device is a final transactionPursuant to the agreement signed at the time of the trade-in, Ms [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”Please be advised that the above information applies even when cancellation of service is requested and processed within the purchased handset’s return periodT-Mobile retail stores and our dealer locations do not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogramAs such, although T-Mobile regrets any inconvenience to Ms***, we are unable to return her handsets as they are no longer in the possession of the store where she activated serviceOur records confirm that Ms***’s account is subscribed to the Business Family Unlimited Talk, Text and 6GB for 2-Lines rate plan starting at $for the first two lines and $for each additional line per monthAccording to our records, on July 2, 2016, Ms [redacted] contacted Customer Care at which time she stated she wanted insurance on her lines of servicePursuant to Ms***’s request T-Mobile added the JUMP! feature to the mobile numbers ending in [redacted] and [redacted] for an additional $per line of service per monthThe estimated cost per month for the services described above, including Ms***’s EIP is $before applicable taxes and feesAlthough Ms [redacted] is now beyond her return period, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Ms [redacted] may return her equipment to my attention at the following address: [redacted] Upon receipt of Ms***’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the associated EIPs, in the amount of $3,T-Mobile recommends that Ms [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include the handsets, chargers, and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetWe also ask that Ms [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms [redacted] if the application is enabledPlease be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms [redacted] and the balance will then be considered valid and owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offerFurthermore, please note that T-Mobile was not party to the contract signed between [redacted] and Ms [redacted] and as such, we cannot speak to any additional fees that [redacted] may charge Ms [redacted] to cancel the accountShould Ms [redacted] have any concerns about any additional amounts charged by [redacted] , or should she wish to discuss the matter further, then she may contact me directly for additional assistanceT-Mobile regrets any inconvenience to Ms***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, INCBrandon M [redacted] Executive Response

April 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] has been designated as an authorized user of the accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’ concerns within this letter T-Mobile regrets any concerns Ms [redacted] experienced regarding her account balanceOn September 16, 2013, the account was activated and currently subscribes to our T-Mobile ONE family rate plan for $per month for four lines of serviceAdditionally, the account has three Mobile Internet lines of serviceThe lines ending in [redacted] and [redacted] subscribe to our Mobile Internet 6GB rate plan for $per monthThe line ending in [redacted] subscribes to our Mobile Internet 2GB rate plan for $per monthAs Ms [redacted] subscribes to voice lines on the same account, the Mobile Internet lines automatically receive a $discount per lineFinally, the lines ending in [redacted] subscribe to our Premium Handset Protection feature for $each per month Please note that Ms [redacted] purchased equipment on our Equipment Installment Plan (“EIP”) as outlined below: • On April 10, – an Apple iPad Air tablet; • April 19, – an Apple iPhone 6s device; • July 27, – an Apple Watch; • January 24, – an Apple iPhone device, a Samsung Galaxy SEdge device, Apple and Samsung accessories, and a Logitech Mega boom speaker; • March 24, – an Apple iPhone device, a SyncUp and Drive device, and Apple accessories The final charge for the above mentioned Apple iPad Air tablet was billed to Ms [redacted] ’ March 29, 2017, monthly billing statement and therefore, will no longer bill to the accountAs such, Ms [redacted] ’ monthly access charges and monthly equipment charges after the above outlined Mobile Internet discounts are estimated to be in the amount of $per month Ms [redacted] ’ March 29, 2017, monthly billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, the final charge for the Apple iPad Air tablet, and fees and taxes for the billing period from March 29, 2017, through April 28, Please be advised customers who are enrolled in AutoPay receive discounts on their T-Mobile ONE rate plansAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerOn April 9, 2017, Ms [redacted] enrolled in AutoPay and will receive a $discount for every month she maintains her enrollment bringing her estimated monthly charges to $As T-Mobile has confirmed, Ms [redacted] is being billed correctly and we respectfully decline any adjustments to her bill In regards to Ms [redacted] request for cancellation, authorized user have full access to the account and have the ability to make changes such as: • Adding or removing features • Changing rate plans • Suspending a line of service or the account It is important to note that authorized users cannot cancel a line of service and T-Mobile must process these requests directly with the billing responsible partyShould Ms [redacted] wish to cancel the three lines of service she no longer needs, we ask that [redacted] contact our customer care department at 1-800-937-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

Date Sent: 12/22/11:40:AMDecember 22, 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 12, 2015, regarding the above-referenced accountT-Mobile regrets concerns to [redacted] regarding her prepaid refund cardT-Mobile records confirm that on October 6, 2015, T-Mobile mailed [redacted] a prepaid refund card in the amount of $The mailing time is seven to ten business days and [redacted] should have received it by October 20, On December 17, 2015, T-Mobile contacted Citibank with [redacted] to find that status of her prepaid refund cardCitibank advised that [redacted] **’s prepaid refund card was shipped to the address on her T-Mobile account and [redacted] stated she was no longer at that addressT-Mobile requested that Citibank cancel the prepaid refund cardIn an effort to amicably resolve this matter, the refund in the amount of $was returned to [redacted] **’s checking account upon receiving her routing and checking informationPlease allow three to five business days for it to reflect with [redacted] **’s financial institutionT-Mobile will follow up with [redacted] by December 24, 2015, to ensure that she has received her refundT-Mobile regrets any inconvenience to [redacted] regarding this matter and appreciates her patienceBased 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, INCLeah To [redacted] Executive Response

January 20, 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, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letterT-Mobile regrets any concerns that Ms [redacted] has had regarding her Carrier Freedom reimbursement or her handset tracreditOur records indicate that Ms [redacted] activated her T-Mobile account on November 5, Under the terms of our Carrier Freedom program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)Customers then need to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountPlease note that to date, T-Mobile has no record of receipt of a reimbursement request from Ms***However, our records confirm that on January 8, 2016, Ms [redacted] reached our online Customer Relations Team and provided them with a copy of her final billing statement from her previous providerAt that time, T-Mobile confirmed that Ms [redacted] was charged an early termination fee in the amount of $when she cancelled with her previous provider, and as such, T-Mobile entered a credit in the amount of $toward Ms***’ accountUpon receipt of this correspondence, T-Mobile investigated Ms***’ concerns regarding her trahandsetRegretfully, T-Mobile has no records to indicate that a handset was tradat the time of activationAs we were unable to reach Ms***, we were unable to gain details regarding the handset tratransactionNevertheless, as Ms [redacted] indicates that the handset was quoted a value of $75.00, T- Mobile has entered a credit to the account in the amount of $75.00, bringing the account to a revised credit balance of $T-Mobile regrets any inconvenience to Ms***, and we are sorry to hear that she had difficulty discussing the details of her account in-store with our representativesPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact, regardless of the origination of the accountWe 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***’ recent contact with our retail locationT-Mobile would like to further discuss the matter with Ms***’ regarding her in-store experience and to confirm that we have addressed all of her concernsMs [redacted] may contact me at the number listed below if she would like to discuss the matter furtherBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response