T-Mobile USA

May 8, 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 25, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that [redacted] and [redacted] are one and the sameT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his recent equipment purchaseAccording to our records, on April 21, 2017, Mr [redacted] purchased two sets of Powerbeats headphones through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $Please note that 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 have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase Based on T-Mobile’s investigation of Mr [redacted] ’ concerns we have confirmed that there was no promotional offer which provided free Powerbeats headphones However, in an effort to amicably resolve the matter and upon speaking to Mr [redacted] , on May 1, 2017, T-Mobile agreed to close the remaining EIP balance for the Powerbeats headphones used on the mobile number ending in ***Pursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concerns 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] ’ contact with our retail locationT-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

Revdex.com: Re: ID# [redacted] I have received the refund due me from T-Mobile Thank you for your assistance in resolving this matter [redacted]

Complaint: [redacted] I am rejecting this response because:The facts remain that (1) Samsung indicated (in June 2016) that there were a few weeks left on the phone's warranty when I called at the time of purchase to register the phone, instead of full year.Secondly, it is absurd that TMobile is in effect accusing me that I changed the TMobile phone recognition on their platform, something that the low-level representative who contacted me also had implied to my great surpriseI find this a bit much frankly, but not unexpected entirelyI did not know that this was possible in the first place; prior to that approach, the representative tried to convince me that their program often gets the phone wrong, meaning does not recognize it properly (in effect, a software glitch)Fact remains (2) that their platform recognized my phone as certified pre-owned, without my interferenceIn anticipation of these tactics they then used, I saved an image when their platform recognized it as a certified pre-owned, which the rep triumphantly announced was now changed, and no longer showed up as suchChanging this does not change the issue or the fact that their own platform identified the phone as certified pre-owned (as it does the one I bought from Samsung directly a few months later)In my experiences with TMobile's platform over the past years that I have been a customer, it always properly recognized phones, particularly when they are TMobile devices (but even if they are not).Right now, TMobile simply states that I am mistaken and describes how well JUMP works in their response, which is not the issueThis does not seem like a satisfactory response or one that includes any measure of goodwill on their partI wished I was mistaken, but I simply have the facts stated above to back up my claim and concerns about thisSo, SAMSUNG lied to me as well? What reason would they have? Of course in the course of the conversation, the rep also implied that the issue was with SAMSUNG perhaps, to which I responded that this was not my concern, as they are the customer of SAMSUNG, buying phones, and I was the TMobile customer buying equipment in good faith.Sincerely, [redacted]

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

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I want to make note in reference to their last response where it says whenever a "customer selects" JUMP feature a letter is automatically sent out, I THE CUSTOMER DID NOT select this feature. This feature was selected by a TMOBILE EMPLOYEE WITHOUT MY AUTHORIZATION. Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meJust want to make note that they stated my plan did not qualify for the promotion, but I was notified by the customer service rep selling me the phones that I did qualify so I was at no fault on my part Sincerely, [redacted]

July 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 12, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding international calling chargesT-Mobile strives to provide the best experience to our customers while both in United States and while traveling abroadT-Mobile offers a variety of options to ensure our customers have a stress free experience when traveling this includes our Simple Global initiative which provides discounted calling and free unlimited text and data when visiting plus countriesT-Mobile also rates calls and texts to the United States when using at no charge T-Mobile records confirm that Mr [redacted] ’s July 2, 2017, billing statement included $in charges for international calls and text messagesThe billing statement further confirms the June 2, 2017, through July 3, 2017, billing cycle contains calls and text messages made from out of the country using services, these calls received the appropriate $rateThe billing statement also contains service charges for text messages and calls made while outside of the United States to international numbers and United States based numbers, however these calls were not made while connected to a network and received the standard world travelling rate for Nigeria of $a minute for phone calls and $per text message was applied In effort to amicably resolve this matter, T-Mobile agreed to apply a credit of $for the international chargesFollowing the adjustment Mr [redacted] ’s account reflects a balance of $ Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [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 thank Ms [redacted] and MsA [redacted] for responding my case in timely manner.Sincerely, [redacted] ***

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr [redacted] associated to the Friends and Family Two Lines On Us promotion According to our records on November 19, 2016, Mr [redacted] placed an order for two iPhone SE devices and four SIM Starter kits during our Friends and Family Two Lines On Us promotional periodMr [redacted] activated a total of four new lines of service ending in [redacted] utilizing the aforementioned SIM Starter kits Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr [redacted] To be eligible for up to two free lines of service, which are offered through monthly promotional bill credits, Mr [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planPlease note that the promotional bill credits would be applied within two to three billing cycles of activation In reviewing Mr [redacted] ’s account, we confirmed that the account billing cycle closes on the 1st of each monthAs such, the above promotion should have impacted the account by March 1, Our records indicate that on March 6, 2017, and April 8, 2017, promotional bill credits totaling $were manually posted to the account as part of the Friends and Family Two Lines On Us promotionAs such, these promotional bill credits covered the monthly recurring charges for two lines for the billing period of December 2, 2016, through February 1, In an effort to resolve Mr [redacted] ’s concerns regarding the Friends and Family Two Lines On Us promotion, on April 11, 2017, T-Mobile ensured that the account is properly subscribed to the Friends and Family Two Lines On Us promotion and that going forward he will continue to receive the two promotional bill credits in the amount of $each per lineAdditionally, on April 11, 2017, T-Mobile issued a one-time courtesy credit of $for the Friends and Family Two Lines On Us promotion for the months of February 2017, through April 2017, leaving the account with a remaining balance of $T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Aika A [redacted] Executive Response

October 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 a letter dated September 21, from Mr [redacted] - [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that the business has designated [redacted] - [redacted] as an authorized user of the accountT-Mobile is pleased to have resolved this matter to Mr [redacted] - [redacted] satisfaction T-Mobile regrets any inconvenience to Mr [redacted] - [redacted] regarding the accountOur records confirm that Mr [redacted] - [redacted] activated lines ending and The lines were activated on the T-Mobile ONE Unlimited Business rate plan on August 3, and cancelled on August 11, Please note that Mr [redacted] - [redacted] never received the SIM cards at point of sale T-Mobile records confirm the billing statement dated July 20, 2017, through August 19, 2017, had a total balance of $This balance consisted of monthly recurring charges, handset accessory charges, Equipment Installment Plan (“EIP”) charges, deposits and applicable taxes and feesAdditionally, there were credits and adjustment applied totaling $for various credits, Mobile Internet credits, and deposit returns updating the balance to With regards to Mr [redacted] - [redacted] ’ concerns regarding a line that was not suspended, T-Mobile records show that the lines ending in was activated on September 15, and line ending was activated on April 28, by authorized user John Paul [redacted] JrFurthermore the line ending in was suspended on May 13, per Mr [redacted] - [redacted] ’ requestOn May 13, 2017, Mr [redacted] - [redacted] requested the line ending be restored; however, he states that he had requested the line ending in be disconnected in May Regretfully, T-Mobile has no record to support this claim In effort to amicably resolve this matter, T-Mobile provided Mr [redacted] - [redacted] a one-time courtesy credit in the amount of $Mr [redacted] - [redacted] was provided with a bill explanation of the charges and creditsAs of the date of this correspondence Mr [redacted] - [redacted] ’ account reflects a balance of $ T-Mobile regrets any inconvenience to Mr [redacted] - [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 Rochelle M [redacted] Executive Response

June 5, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No [redacted] T-Mobile Prepaid Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 27, 2015, regardingthe above-referenced informal complaint filed by T-Mobile customer, [redacted] ***(“Mr***”) T-Mobile appreciates this opportunity to respond to Mr***’s complaint.Please know that representatives of T-Mobile, including our Senior Vice President ofCustomer Service, have made several attempts to contact Mr***, which haveproven unsuccessful As such, T-Mobile will make every effort to address Mr.***’s concerns within this letter.A review of Mr***’s Pay-In-Advance account indicates that Mr [redacted] activatedhis service on May 1, 2015, and canceled his service on May 31, 2015, when heported his number out to another service provider We are sorry that the performance ofT-Mobile’s data network has, at times, not lived up to Mr***’s expectations.While it is T-Mobile’s goal and commitment to provide the fastest data speedsin the wireless industry, there are times and places where network speeds canbe slowed significantly because network loading is high enough to exceed theavailable capacity In such circumstances, T-Mobile must take affirmative steps to manage the networkfor the best overall experience of the most customers T-Mobile wants customers to use and enjoy ourservices as much as possible, but successful management of our network requiresus to prioritize the data usage of customers when the demands for networkcapacity outstrip the available capacityT-Mobile’s records indicate that data usage on Mr***’s account was very high relativeto other customers In fact, Mr***’s account was among the highest data usage accounts on T-Mobile’snetwork, with GB of data used over a single active month of servicecompared to the much lower amount of data used by the average T-Mobile user In reviewing Mr***’s correspondence to your agency, he indicates that duringthe period of May 21, 2015, through May 27, 2015, he was unable to use his dataservices to his desired capacity Please know that T-Mobile has thoroughly investigated Mr***’s usage and determined that during the dates provided to your agency, Mr [redacted] used GB of data,or 48% of the total data consumed over the 31-day period that the account wasactive As a very heavy user of T-Mobile services, Mr***’s usagemay have been prioritized below that of other customers in order to facilitatea fair allocation of network resources among all customers when and wherenetwork loading was high enough to exceed the available capacityWhere thenetwork is lightly loaded, a very heavy user, such as Mr***,will likely notice little, if any, affect from this lower priorityHowever, attimes and places where the network is heavily loaded, a very heavy user, suchas Mr***, can expect to see some material reduction in data speeds Please know that T-Mobile's Open Internet Disclosures regarding data speed reduction during times of network contentionare available online under Company Information at www.T-Mobile.comThis is also disclosed in T-Mobile’s Terms & Conditions under Section (Data Plans and Other Features) The number of locations where this condition arises is very small and T-Mobileconstantly works to improve the network capacity in these areas, but there arelimits on how much spectrum capacity is availableThe lower speed that resultsfrom heavy network loading is temporaryWhen network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go upWe understand that if Mr [redacted] regularly used our service in a location which was oftenheavily loaded, T-Mobile may not have been able to provide the service that wasbest for Mr***’s high amount of data usageIn the spirit of the UnCarrier and providing world-class service to all ofour customers, it is important to T-Mobile that we Make It Right wherever we can To thatend, since Mr [redacted] elected to cancel his Pay-In-Advance account due to his datausage concerns, T-Mobile will offer to refund the cost of any T-Mobile-brandedhandset purchase as well as the Pay-In-Advance subscription made by Mr***at the time of activation of his T-Mobile account, provided only that Mr***returns his device to T-Mobile in good condition Mr [redacted] may contact me directly at thebelow number within fourteen (14) days of the date of this letter to take advantageof this offer.Based upon the foregoing, we respectfully request that this informal complaint against T-Mobile be closedThank you for bringing this matter to our attention If you have anyquestions, please do not hesitate to contact me at the address listed below ortoll free at [redacted] Very truly yours, T-Mobile USA, IncDot W***Executive Response

April 25, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his Samsung devicesPlease 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 representatives On May 8, 2016, Mr [redacted] purchased a Samsung Galaxy SEdge device and a Samsung Tab A tablet on our Equipment Installment Plan (“EIP”)T-Mobile offers our Handset Exchange program for customers who have completed all necessary troubleshooting steps and still require a device exchangeWhen a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbishedT-Mobile records indicate that starting on September 8, 2016, three exchanges have been processed for Mr [redacted] ’s Samsung Tab A tabletOn January 12, 2017, a handset exchange was processed for Mr [redacted] ’s Samsung Galaxy SEdge device Upon speaking with Mr [redacted] on April 18, 2017, T-Mobile advised our exchange program will send a refurbished device, and in order for Mr [redacted] to receive a new replacement device, a new device purchase must be completedHowever, in an effort to amicably resolve this matter, T-Mobile ended the remaining balance for the Samsung Galaxy SEdge device and Mr [redacted] will no longer be billed the monthly equipment charges Additionally, T-Mobile sent Mr [redacted] a new Samsung Tab E tablet as the Samsung Tab A tablet is no longer availableMr [redacted] will return the Samsung Tab A device to the address provided to him as agreedFinally, T-Mobile issued an adjustment in the amount of $for the inconvenienceThis credit impacted the account leaving a credit balance in the amount of $which will apply to future billing statementsT-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 Jennifer G [redacted] Executive Response

Revdex.com: I spoke with Ms Sanchez today and will get the information that I faxed over to her via e-mail, as stated there was only one charge disputed any returned to me for 5/19, any of the other charges that were rejected by Master Card were never refunded back to my card provider nor they have contacted meWe are working to get this resolved Sincerely, [redacted]

April 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 24, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] in regards to the concerns he has about his EIP payment, the card received for reimbursement and his rate plan charges Please be advised that www.switch2t-mobile.com is the website that customers use to upload their final billing statement in order to receive reimbursement from their previous carrierThe webpage explains that customers will receive a pre-paid MasterCard and that it is usable with any MasterCard merchantOur records confirm that Mr***’s reimbursement was mailed on July 23, T-Mobile records show that on February 18, and February 19, 2017, Mr [redacted] made a payment in the mount of $to pay off his EIP plan for his two Samsung Galaxy SdevicesIt is important to note that the payment made on February 18, was applied towards Mr***’s account and left him with a credit balance in the amount or $Mr***’s billing cycle closed on February 18, and the billing statement reflected the amount due of $because the payment made reflected on the balancePlease be advised this happened the following month as well because Mr [redacted] also made a payment on February 19, in the amount of $which posted to the billing period of February 19, to March 18, Mr [redacted] was left with a charge of $which was the two EIP payments in the amount of $for each handset that was pending on the billing period of January 19, through February 18, In order to resolve the matter, on March 23, 2017, T-Mobile adjusted Mr***’s account in the amount of $leaving him with a zero balanceMoving forward Mr [redacted] should expect a billing of $Simple Choice rate plan with $charge for two additional lines totaling $before taxes and $after all taxes and fees 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 Jimmie P [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 However, I do object to the following:- No record of my calling to cancel my subscription in November --- while I wish I had made written account of the CS agent I spoke to, I did attempt to cancel it over the phone after discovering I could not do so online (so I just opted for the minimum possible for the interim).- I did not receive a bill from T-Mobile from November until April; therefore, I could not have disputed the charges within days as prescribed Had I actually been notified timely, we would not have arrived at this situation It also does not account for the fact they do have a record of my 2nd attempt to cancel the account in April and the CS agent either did not perform the cancellation correctly (resulting in the additional billing of $32.95) or they lied to me (unintentionally or not) when they said I did not owe any further money.I do appreciate the generosity of the reimbursement ($instead of the $owed), but the entire ordeal leaves a bad taste in my mouth -- and T-Mobile's written response further sours it The written response does not reflect the highly apologetic and courteous phone call I received to negotiate the settlement It's a shame they had to undo the good that Juan B [redacted] (Specialist, Executive Response) did in his call to meJuan B [redacted] Specialist, Executive ResponseJuan B [redacted] Specialist, Executive Response Sincerely, *** [redacted]

June 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 June 13, 2016, regarding the above-referenced accountT-Mobile regrets any misunderstanding Mr [redacted] experienced when our offices contacted him to address his concernsT-Mobile is always working to improve its coverage, and we are sorry to hear of the issues Mr [redacted] experienced with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that you should expect Satisfactory GLTE coveragePlease be advised that T-Mobile has engaged our engineering team to investigate Mr***’s concerns and no issues were foundHowever; it is important to note that T-Mobile records confirm that Mr***’s mobile numbers ending in [redacted] and [redacted] are using a non-T-Mobile branded LabSD4930UR (Amazon Fire phone) device which is not a T-Mobile branded deviceIt should be noted that while an unlocked LabSD4930UR from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersAs Mr [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayWhile we do regret any issues Mr [redacted] may have experienced, it does appear that he has been able to utilize your serviceMr***’s rate plan and features provide unlimited calling, texting and data access (with the first GB provided at high speeds)In looking at Mr***’s account from May 2, 2016, through June 1, 2016, an average of minutes was used with calls as long as minutesIn addition multiple text messages were sent and received and an average of megabytes of data was consumedGiven this usage, we consider charges for service to be validNonetheless, in an effort to amicably resolve this matter, on June 17, 2016, T-Mobile issued a one-time bill credit to Mr***’s account in the amount of $honoring his request under his correspondence to your office dated June 1, Mr***’s account currently reflects a balance in the amount of $due by June 22, T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMaggie R [redacted] Executive Response

November 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 10, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have experienced in regards to promotional offers, account security, and the cancellation of her 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 any of Ms [redacted] ’s contacts with Customer Care or our retail locations Please be advised that from August 18, 2017, through September 28, 2017, our LG QBOGO offer allowed eligible customers who purchase a new LG Gor LG Vhandset utilizing our Equipment Installment Plan (“EIP”) to get a rebate of up to $when purchasing a second LG Gor LG Vhandset on EIPCustomers wishing to participate in this offer were required to subscribe to an eligible rate plan and purchase their devices within the promotional period Additionally, from August 25, 2017, through September 30, 2017, T-Mobile offered our QZTE Quartz 75% Off promotionThe QZTE Quartz 75% Off promotion allowed eligible customers a ZTE Quartz smartwatch at the cost of $after monthly promotional EIP bill creditsCustomers wishing to participate in this offer were required to pay any applicable down payment and taxes at the time of purchase, and to subscribe to an eligible rate planIt is important to note that customers who cancel service will no longer receive any applicable promotional credits and that T-Mobile does not reimburse sales taxes for either of the aforementioned promotions On September 29, 2017, Ms [redacted] activated the voice lines ending in and on our T-Mobile ONE rate plan, and a wearable line ending in on our T-Mobile ONE Wearable rate planAs our LG QBOGO offer ended on September 28, 2017, and Ms [redacted] activated her mobile numbers outside of the promotional window, it is T-Mobile’s position that Ms [redacted] is not eligible for the offer On September 30, 2017, Ms [redacted] purchased a ZTE Quartz smartwatch utilizing EIPAt that time, Ms [redacted] was required to pay a down payment in the amount of $plus tax, as well as shipping in the amount of $plus tax, and monthly installments of $were agreed toPlease note that customers are provided a day return period when purchasing T-Mobile equipment to allow them to use the equipment to see if meets their needsIf not it may be returned to the original point of sale As Ms [redacted] met the promotional requirements for our QZTE Quartz 75% Off promotion, she began receiving monthly credits in the amount of $per month to fulfill the promotion T-Mobile records confirm that Ms [redacted] contacted Customer Care on October 17, to express concerns with the total cost of the down payment and taxes that she paid for the ZTE Quartz smartwatchUpon reviewing Ms [redacted] ’s ZTE Quartz order, T-Mobile advised of the purchase of the ZTE Quartz smartwatchAt that time, Ms [redacted] indicated that she would be returning her ZTE Quartz smartwatch and she requested cancellation of her entire accountPursuant to Ms [redacted] ’s request, T-Mobile scheduled the cancellation of Ms [redacted] ’s account for November 1, 2017, which was the end of her current billing cycle Upon further review, T-Mobile found that on November 3, 2017, Ms [redacted] contacted T-Mobile Customer Care and requested the reactivation on her mobile numbers ending in and Further, on November 21, 2017, Ms [redacted] again contacted customer care and reactivated her wearable line ending in 2164; accordingly, the EIP for the ZTE Quartz was reinstated as well In regards to Ms [redacted] ’s account security concerns it should be noted that T-Mobile takes account security seriouslyT-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the accountIf a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handsetIn the event that a customer believes that their personal information or account information has been compromised, T-Mobile recommends that they contact Customer Care to update their account password as soon as possible to ensure their securityUpon review of the account, T-Mobile found no indication that unauthorized account access has occurredFurthermore, T-Mobile records confirm that Ms [redacted] currently has a security password on her T-Mobile account Upon contacting Ms [redacted] on November 16, 2017, T-Mobile offered to apply a one-time courtesy credit in the amount of $in an effort to amicably resolve her concernsMs [redacted] may contact me by December 16, 2017, to accept this offerAt this time Ms [redacted] ’s account remains activeT-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 Anthony M [redacted] Executive Response

August 14, 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 8, 2017, regarding the above-referenced account T-Mobile is truly sorry to hear that Mr [redacted] had anything but a great Un-Carrier experience while working with our teamWe make every effort to be professional and courteous, while putting our customers firstThat’s part of our core Un-Carrier values that we strive to live by each and every dayWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our team As previously mentioned, our records reflect that on July 14, 2017, T-Mobile received Mr***’s CellSpot RouterHowever, due to an inadvertent system error, the router is still reflecting active on Mr***’s online www.My.T-Mobile.com profileWe regret the inconveniences this has caused Nevertheless, on August 13, 2017, T-Mobile filed an internal ticket to ensure that the device is marked as recovered on his online profile to reflect the returnOn August 14, 2017, Mr [redacted] confirmed that the coverage device was removed from his online account and no longer reflected active Again, we regret the inconveniences this caused Mr [redacted] and appreciate his continued business 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 Christina S [redacted] Executive Response

October 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 8, 2017, regarding the above-referenced account T-Mobile is happy to report we have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile sincerely regrets any inconvenience Mr [redacted] has experienced during his tenure with T-Mobile T-Mobile records confirm that on September 3, 2017, Mr [redacted] activated his T-Mobile account with the $T-Mobile ONE rate plan As Mr [redacted] had Autopay enabled he received a $discount on his rate planPlease note that the account was later cancelled at Mr [redacted] ’s request on September 15, On September 23, 2017, a payment was collected in the amount of $for the first month of service Furthermore, on October 6, 2017, $was refunded to Mr [redacted] ’s financial institution as a result of a payment back out In an effort to amicably resolve this matter, upon speaking with Mr [redacted] T-Mobile agreed to refund the account $52.51, which is the remaining amount not refunded for his payment of $as well as an additional $for his SIM Starter Kit Mr [redacted] should allow one to three business days for the refund to appear on his bank statement Upon speaking with Mr [redacted] , he accepted this as resolution to his concernsThe account remains closed with 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 closedThank 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, INCZachary S*Executive Response

May 9, 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 26, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr [redacted] activated his service on October 4, 2015, with mobile numbers ending in [redacted] ***Further records confirm that on October 4, 2016, Mr [redacted] activated mobile number ending in ***Lastly, T-Mobile records confirm that on November 19, 2016, Mr [redacted] activated mobile internet line ending in *** T-Mobile records show that Mr [redacted] attempted to take advantage of the following promotions: • T-Mobile ONE lines for $/ 4th line free offer • Friends and Family lines On Us • Sept Tablet On Us offer As can be expected, there are several eligibility requirements for each of the above promotions, some of these requirements were met and some were notPlease be advised for the Friends and Family lines On Us, the free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountSo long as Mr***’s account keeps the voice lines active, his Mobile Internet lines, which he is disputing, are eligible for the free promotionOur records show that Mr [redacted] met all criteria for the T-Mobile ONE lines for $/ 4th line free offer and the Friends and Family lines On Us promotionsRegrettably, due to an inadvertent error, Mr [redacted] did not receive his monthly promotional credits T-Mobile records indicate that on October 6, 2015, Mr [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of an iPhone 6s 16GBOn October 13, 2015, Mr [redacted] leased an iPhone 6s plusOn October 22, 2015, Mr [redacted] leased an iPhone 6s plusCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into T-Mobile records indicate that on October 21, 2016, Mr [redacted] qualified for and took advantage of our JOD offering with the lease of an iPhone Plus 32GB Gold, and two iPhone Plus 32GB black handsetsOn November 28, 2016, Mr [redacted] leased another iPhone Plus 32GB BlackT-Mobile records confirm that all of Mr***’s trade-ins were received by T-Mobile and on March 4, 2017, T-Mobile removed the applicable leasesHowever, one of the iPhone handsets was received at the wrong warehouse resulting in the monthly EIP payments for that phone continuing to bill to the account Further records confirm that on November 29, 2017, Mr [redacted] attempted to take advantage of our Sept Tablet On Us offerOn November 29, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G PadHowever, this promotion requires customers to submit a rebate on www.t-mobile.com/promotions using promo code [redacted] within days of purchaseRegretfully, T-Mobile shows no record of submission therefore Mr [redacted] did not receive his monthly bill credits for the free tablet As T-Mobile wants to ensure that our customers are provided the best experience possible, T-Mobile removed the JOD for Mr***’s iPhone 6s and the LG G PadAdditionally, T-Mobile credited the account $for the last months charges for JOD and two additional lines leaving the account with a credit balance of $Furthermore, T-Mobile will follow up with Mr***, within one week of this letter’s date with confirmation of the two promotions listed above Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response