T-Mobile USA

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 with the following provisionsI agree nothing should be charged me for this travesty, but reject the excuse of "administrative error." I have seen no explanation which would demonstrate an error for a colossal bait-and-switch which bloated the only plan to which I had agreed by a factor of fiveI point out also that in this competitive age there's is no legitimate plan by any carrier running $per month I believe a prime factor in this "error" is that I am years old and of need of hearing aidsThis is a demographic some marketing predators refer to as "birdnest on the ground." Sincerely, [redacted]

August 10, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced starting service It is important to note that T-Mobile does offer customers such as Ms [redacted] the option to bring their device from their previous carrier However, please note that in order for a customer to use their own device it must either be a T-Mobile device or unlocked by their previous in order for the device to be able to function on our network.T-Mobile requires that customers agree to a credit evaluation when activating postpaid service The credit evaluation is one tool which T-Mobile utilizes to determine eligibility and to offer financing options through our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programs T-Mobile records confirm that based on Ms [redacted] ’s eligibility she would be required to pay a down payment to purchase equipment and the down payment will be dependent on the cost of the device purchased However, with one of T-Mobile’s latest Un-carrier moves, T-Mobile offers our Smartphone Equality program wherein customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for consecutive months In order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due date Payments posted after the hour window will reset the monthly counter It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option availableIn an effort to amicably resolve this concern T-Mobile has made a one-time exception to allow Ms [redacted] to purchase equipment with well-qualified pricing Therefore, Ms [redacted] ordered the equipment and in the future she will need to meet the standard requirements to qualify for Smartphone Equality In addition as Ms [redacted] ’s service has been active during this time a credit in the amount of $was provided to compensate for the time that she did not have phones to utilize the service Ms [redacted] ’s current account balance is $60.01.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with Customer CareBased 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.Lauren L***Executive Response

November 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 7, 2016, regarding the above-referenced accountT-Mobile regrets that Mr [redacted] elected to cancel his service with T-Mobile and has concerns regarding his final balanceT-Mobile records confirm that Mr [redacted] canceled his account on August 24, 2016, when he ported his mobile numbers to another service providerMr [redacted] ’ billing cycle ran from the 20th of one month to the 19th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through September 19, As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $which is comprised of his monthly recurring charges from August 20, 2016, through September 19, 2016, and the remaining balance owed for his Samsung Galaxy S Mr [redacted] ’ account remains closed with 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, INCMartin G [redacted] Executive Response

April 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 3, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and we have confirmed that [redacted] is the same person T-Mobile has reviewed the account and confirmed that mobile number ending in [redacted] was transferred to another service provider on February 12, thus canceling that line of serviceThe arrangement to transfer the line of service was made directly with Mr [redacted] ’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Mr [redacted] ’s new wireless service provider took control of itIn reviewing our records, T-Mobile did not receive any requests to cancel the remaining line of service ending in [redacted] on Mr [redacted] ’s accountOur records confirm the additional line of service ending in [redacted] was cancelled on May 24, for non-payment If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that [redacted] agreed to an EIP for the mobile number ending in [redacted] on May 30, with the purchase of a Samsung Galaxy SWhen the account was canceled on May 24, 2016, the remaining EIP balance of $was accelerated and posted to the final billing statement dated June 8, It is T-Mobile's position that the remaining EIP balance is valid and owed Although Mr [redacted] indicates in his letter to your office that T-Mobile did not attempt to notify him of his past due balance prior to sending his account to collections our records reflect that we did make several attempts to notify him of his past due balance, which included text messages, calls, and late notices that were sent to the billing address on file, which is different than the address Mr [redacted] provided to your officeIt’s important to note that the last record we have of Mr [redacted] contacting T-Mobile to update his billing address was on May 30, 2014, and has been the same address ever sinceTherefore, it is our position that we did make the appropriate attempts to notify Mr [redacted] of the past due balance prior to the account being transferred to a third party collection agency, Convergent Outsourcing Inc., on July 10, Upon the account being transferred to a third party collection agency, a one-time collection fee was assessed in the amount of $66.01, bringing the account to a balance of $Please note, between July 24, and July 27, 2016, a total of $in adjustments were applied, reducing the balance to $It's T-Mobile’s position the balance is accurate As Convergent Outsourcing Incwas unsuccessful in collecting the balance above on January 13, Mr [redacted] ’s account was transferred to the third party collection agency AmsherT-Mobile recommends that Mr [redacted] contact Amsher directly at 1-877-322-to discuss options for payment In regards to the concerns Mr [redacted] brought up with the $payment not being authorized, T-Mobile has no records of a payment in this amount posting to his accountIf he has additional concerns regarding the payment, he can contact his financial institution 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 Adrianne 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 me Sincerely, [redacted]

July 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 30, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] has in regards to our Smartphone Equality offerPlease note our Smartphone Equality offer states if customers pay their T-Mobile bill on time for consecutive months, they will have access to the best pricing for our smartphones, tablets, and other devices available through T-MobileThere will be instances where certain devices are not offered as zero downHowever, as part of this program, customers still receive best pricing when upgrading On July 6, 2017, we spoke with Mr [redacted] and advised that regrettably he currently does not qualify for our Smartphone Equality due to non-payment suspensions on July 29, 2016, September 30, 2016, and October 29, However, we advised Mr [redacted] if he continues remitting on-time payments for consecutive months through October 29, 2017, he may then qualify for best pricingWe regret any inconvenience this caused 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Daniel R [redacted] Executive Response

June 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 June 13, 2017, regarding the above-referenced account We regret any inconvenience Mr [redacted] may have experienced in paying his final balanceT-Mobile records indicate that Mr [redacted] contacted our Customer Care department on June 13, 2017, in an effort to pay the balance for the accountHowever, as the account was referred to an outside collection agency, all payments would need to be made directly to the collections agency As of June 20, 2017, T-Mobile records indicate the balance for the account has been paid in fullTherefore, the account remains closed with a zero balancePlease note that should Mr [redacted] he have any further questions in regards to collections, he may contact the third-party collection agency, Enhanced Resource Centers, directly at 800- 501-T-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jessica G [redacted] Executive Response

Tell us why here January 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 December 28, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have in regards to his final billing statementT-Mobile records reflect that on July 11, 2017, Mr [redacted] called Customer Care to cancel his mobile internet lines ending in [redacted] and ***However, due to an administrative error, the mobile internet line ending in [redacted] remained activeOn November 3, 2017, Mr [redacted] again contact Customer Care and brought this to our attentionAs such, T-Mobile immediately completed the cancellation of the mobile internet line ending in *** On December 19, 2017, we sent a final billing statement for services from July 19, 2017, to November 3, 2017, in the amount of $After unsuccessful attempts to collect the debt, T-Mobile transferred the account to Receivables Performance Management a third-party collection agency with the revised balance of $139.06, which includes a one-time collection fee of $ Upon speaking with Mr [redacted] and in receipt of her correspondence, on December 29, 2017, T-Mobile applied an adjustment for the total balance of $139.06, which leaves Mr***’s account closed with a zero balanceIn addition, T-Mobile has requested the removal of 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 regrets any inconvenience 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 [redacted] ext [redacted]

March 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 22, 2016, regarding the above-referenced accountT-Mobile regrets that Ms [redacted] received a higher than expected billing statementT-Mobile records indicate that on July 5, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S5, iPhone 5S, and additional accessoriesEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records confirm on December 24, 2015, Ms [redacted] made a payment to her account in the amount of $which covered monthly access charges and EIP payment for the billing period of December 3, 2015, through January 2, T-Mobile records confirm that Ms [redacted] canceled her account on January 16, 2016, when she ported her mobile numbers to another service providerMs [redacted] ’ billing cycle ran from the 3rd of one month to the 2nd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through February 2, On February 29, 2016, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from January 16, 2016, through February 2, Ms [redacted] ’ has a remaining balance of $which consists of her remaining EIP balances and monthly access charges from January 3, 2016, through January 16, T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [redacted] Executive Response

April 13, 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 April 1, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that the business has designated [redacted] as an authorized user of the 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] contact with our representativeT-Mobile is delighted that Mr [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-Carrier familyWe regret hearing of Mr [redacted] concerns with our Carrier Freedom promotion and the status of his submissionAs Mr [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successfulIn order to qualify for the reimbursement of early termination fees, customers must submit their travia [redacted] and submit their old carrier’s final bill pages showing the Early Termination Fees or device payment plan, phone number(s), name, and address to [email protected] within two (2) months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expeditedTo be eligible for reimbursement, the T-Mobile account must be active and in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityPlease note that any service charges from the other service provider are the responsibility of the customer and shall not be reimbursedNevertheless, as a gesture of good will, on February 14, 2016, a courtesy credit in the amount of $was applied to Mr [redacted] accountAdditionally, a second courtesy credit in the amount of $was applied on February 15, As such, T-Mobile respectfully declines any further compensation towards services provided by Mr [redacted] previous service providerAdditionally, for new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank cardT-Mobile records reflect that Mr [redacted] did not receive an up-front tracredit at the time of activation and, would therefore be eligible to receive the full amount up to $per mobile numberPlease be advised that T-Mobile supports various methods for device remittance including: upgrade returns, device recovery (trade-in), and limited warranty exchangePlease note that with the various remittance programs, T-Mobile has various warehouses for remittances dependent on the program being utilized by our customersUpon speaking with Mr [redacted] on April 7, 2016, T-Mobile determined that the devices that Mr [redacted] submitted for trawere sent to our upgrade return warehouse rather than [redacted] As such, Mr [redacted] request for Carrier Freedom reimbursement was deniedAlthough the devices were not submitted to the proper warehouse in an Un-Carrier move, on April 13, 2016, T-Mobile offered to honor Mr [redacted] submission for Carrier Freedom reimbursement in the amount of $2,by issuing a pre-paid debit card sent out to his address of recordIt is important to note that it may take up to to business days to be receivedT-Mobile regrets any inconvenience that Mr [redacted] may have experienced in regards to his reimbursementBased 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, INCShannon R [redacted] Executive Response

Hello: My name is [redacted] , and I filed the complaint Number listed in the subject of this emailI failed to respond to the complaint I filed, and the case was closed, indicating that I was still dissatisfiedI apologize for my failure to respond, but I was away on businessI would like the record to be corrected, as T-Mobile did step up and credit me the disputed amountIs there any way to change the status of my request to "resolved" or "satisfied"? I apologize for my failure to respond Sincerely [redacted]

March 10, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 25, 2017, regarding the above-referenced account. Please be advised that [redacted] is an authorized user on [redacted] account. T-Mobile records indicate that on March 30, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S Plus handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Based on Ms. [redacted] personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.25. Please be advised that on September 9, 2016, Ms. [redacted] purchased an Apple iPhone 7 Plus handset on EIP and requested to trade in an Apple iPhone 5 handset. Please be advised that a Jump! upgrade was not preformed and as such the Apple iPhone 6S Plus handset’s EIP remained on Ms. [redacted] account. Upon further research of this matter, T-Mobile records confirm the return of the Apple iPhone 6S Plus to our return warehouse on October 21, 2016. Please be advised that on January 27, 2017, T-Mobile removed the EIP associated with the Apple iPhone 6S Plus with a credit in the amount of $406.24 that was applied to the account on February 26, 2017. Additionally, on March 2, 2017 credits totaling $125.00 were applied to Ms. [redacted] account for the previously charges EIP on the Apple iPhone 6S Plus handset. Ms. [redacted] account remains active with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] . 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. Meagan J [redacted] - [redacted] Executive Response

April 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 18, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] may have experienced with the replacement deviceT-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy S 32GB handset on July 16, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageAlthough a new handset is not always available, on March 31, 2016, upon speaking to Ms [redacted] , T-Mobile agreed to send her a new Samsung Galaxy S32GB device in exchange for her non-working Samsung Galaxy S32GB handsetIt is important to note that Ms [redacted] will view a charge of $for the handset cost which will be removed upon Ms [redacted] returning her non-working device to my attention at: [redacted] T-Mobile recommends that Ms [redacted] requests 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 handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetT-Mobile regrets any inconvenience Ms [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, INCSacny A [redacted] Executive Response

April 4, 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 20, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her serviceIn an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patternsWe strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needsThis assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers Upon careful review of the usage on Ms [redacted] ’s account prior to cancellation; over several months, we have determined that the majority of her usage has not been on the T-Mobile networkT-Mobile is provided Ms [redacted] with days advance notice so she had sufficient time to make arrangements to find a service provider in the areas where she uses her mobile phone servicesMs [redacted] ’s account will not incur additional fees to cancel; however she will receive a final billing statement up until the time of cancellationPlease be advised that on March 15, 2017, Ms [redacted] ported her mobile number ending in [redacted] to another service provider As we want to ensure that our customers are provided the best experience possible, on April 2, 2017, Ms [redacted] was contacted via email and was advised that she may port her number back provided that she is in the U.Son the T-Mobile networkPlease be advised that Ms [redacted] has been advised that if her service is used on another network more than 50% of the time, T-Mobile has the right to terminate service pursuant to our Terms and ConditionsMs [redacted] may contact me at the number below if she would like to transfer her number back to T-Mobile 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

May 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 May 2, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile sincerely regrets any inconvenience Mr [redacted] has experienced regarding the cancellation of his T-Mobile serviceT-Mobile records confirm that on March 9, 2017, Mr [redacted] cancelled his T-Mobile serviceAt the time cancellation Mr [redacted] had one active Equipment Installment Plan (“EIP”) for an iPhone 6S device with a remaining balance of $Due to an inadvertent system error, the EIP final balance did not populate on the subsequent bill cycle following the cancellation of service On May 2, 2017, T-Mobile closed the EIP and the final billed charges for the device in the amount of $will reflect on the June 13, 2017, bill statementT-Mobile contacted Mr [redacted] on May 10, 2017, and during our subsequent conversation, T-Mobile advised Mr [redacted] that a revised final billing statement including the EIP billed charges will be available June 13, T-Mobile regrets any inconvenience 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

July 4, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No.... [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted] and [redacted] has been designated as an authorized user of the account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] selected out Simple Choice North America Business rate plan for $80.00 per month for two lines of service, as well as a 6 GB data feature for one line of service for $15.00 per month, as well as our Premium Handset Protection ("PHP") for $12.00 per line. Additionally, Mr. [redacted] purchased a Samsung Galaxy S 7 Edge handset using our Equipment Installment Plan (“EIP”) offering with $129.99 down, and 24 monthly installments of $27.50. It is important to note that Mr. [redacted] 's account has carried a past due balance beginning with the billing statement dated August 17, 2016. Please also note that Mr. [redacted] 's account has been suspended for non-payment eight times, from September 2016, through June 2017. Pursuant to T-Mobile policy, a fee of up to $20.00 per line may be charged if an account is suspended for non-payment, and later restored. On March 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $444.64, which consisted of a past due balance of $285.66, as well as monthly recurring charges for service from February 17, 2017, through March 16, 2017. Please note the associated due date of Mr. [redacted] 's account was the 9th of the month. Due to continued non-payment of the past due balance, Mr. [redacted] 's account was suspended on March 29, 2017. On March 30, 2017, Mr. [redacted] contacted our Customer Care, remitted payment of $127.88, and agreed to a future dated payment arrangement with a payment of $157.78 on April 9, 2017. At that time, Mr. [redacted] 's account was resumed, and two restore from suspend fees were charged. On April 6, 2017, Mr. [redacted] was sent a reminder notification of his future dated payment. Regretfully, this payment was declined, and the payment arrangement failed. As such, on April 11, 2017, the account was suspended for non-payment. Subsequently, on April 12, 2017, Mr. [redacted] contacted our Customer Care regarding the past due balance. Following a payment of $160.00, T-Mobile restored services to Mr. [redacted] 's account, and a restore from suspend fee was charged per line. It is important to note that our records indicate additional payment arrangements were agreed to at this time, and that the payment of $160.00 was the last payment received by T-Mobile toward the account. On April 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $398.11, which consisted of a past due balance of $156.76, two restore from suspend fees of $20.00 per line of service, as well as monthly recurring charges for services from March 16, 2017, through April 16, 2017. As T-Mobile was yet to receive payment towards the past due balance, on May 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $557.17, which consisted of a past due balance of $398.11, as well as monthly recurring charges for services from April 17, 2017, through May 16, 2017. As payment was not received by T-Mobile for the past due balance, Mr. [redacted] 's account was again suspended on May 30, 2017. Thereafter, Mr. [redacted] contacted our Customer Care regarding the account balance. Following a payment of $156.76, T-Mobile restored service to the account. As a courtesy, the two restore from suspend fees were not charged to Mr. [redacted] 's account. On June 17, 2017, Mr. [redacted] was sent a billing statement in the amount of $737.26, which consisted of a past due balance of $557.17, as well as monthly recurring charges for services from May 17, 2017, through June 16, 2017. As T-Mobile was yet to receive a payment toward the outstanding balance, the account was also suspended the same day. Following a conversation with our Customer Care on June 19, 2017, Mr. [redacted] was advised that pursuant to T-Mobile policy, a payment arrangement may be offered provided the account is less than 31 days past due. As such, a payment in the amount of $398.11 was required before a payment arrangement could be offered. As payment was not received at that time, a payment arrangement was not offered, and the account remained suspended. On June 23, 2017, in an effort to amicably resolve Mr. [redacted] ’s concerns, T-Mobile offered to restore services to the account, and waive the associated restore from suspend fee for each line of service with the following terms: • A payment in the amount of $156.76 was made the same day; • A payment in the amount of $241.33 was to be made before end of day, July 3, 2017. This offer was accepted, and Mr. [redacted] remitted payment in the amount of $156.76 on June 23, 2017, and services were restored, with a balance of $580.50. Additionally, T-Mobile placed a collection hold on the account through July 3, 2017, which prevents any additional interruption of service through said date, provided the agreed upon payment of $241.33 was made before the expiration of the collection hold on July 3, 2017. At the completion of this arrangement, Mr. [redacted] ’s account will be eligible for an additional payment arrangement for the remaining balance. Mr. [redacted] agreed to contact me directly once the additional payment is remitted to the account to discuss further payment arrangements for the account. As such, T-Mobile respectfully declines Mr. [redacted] ’s request for additional credits and a Samsung Galaxy S 8 handset at no cost. T-Mobile regrets any inconvenience to Mr. [redacted] , and we appreciate the opportunity to address his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Ronnie A [redacted] Executive Response

December 22, 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 December 9, 2015, regarding the above-referenced accountUpon speaking with Ms [redacted] , T-Mobile determined [redacted] and [redacted] is one and the same personT-Mobile is pleased to report that Ms [redacted] ’s concerns have been resolved to her satisfactionT-Mobile regrets any inconvenience Ms [redacted] experienced in regards to her handsetT-Mobile records indicate that on October 10, 2015, Ms [redacted] qualified and purchased an Apple iPhone 5C 16GB Pink Certified Pre-Owned handset, utilizing T-Mobile’s Equipment Installment Plan (“EIP”) offeringAt the time of purchase, Ms [redacted] was not required to make a down paymentMs [redacted] then agreed to monthly installments of $T-Mobile is committed to providing customers a number of options to obtain high-quality mobile devices for everyone in their familyOne of our most cost effective options would be our NEW2U Certified Pre-Owned (“CPO”) program, the NEW2U CPO program offers our customers NEW2U devices that go through a rigorous point inspection to ensure that they are within T-Mobile’s approved standards operational parameters and only devices in excellent physical condition are offered for saleT-Mobile regrets if Ms [redacted] received a handset with non-Apple partsIn an effort to amicably resolve the matter, on December 15, 2015, T-Mobile sent Ms [redacted] a replacement Apple iPhone 5C 16GB Pink Certified Pre-Owned handsetOnce received, Ms [redacted] can return the non-working handset, in good working condition, within days of this letter, directly to my attention at: Executive Response Attention: [redacted] Albuquerque, NM Ms [redacted] has accepted this as a resolution to her concernsBased 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-ext341-***Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

February 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 3, 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 concerns within this letterT-Mobile regrets any difficulties Ms [redacted] has experienced with her non-T-Mobile device after a software updateT-Mobile records confirm that Ms [redacted] activated service on January 2, using a non-T-Mobile branded Samsung Galaxy Note deviceIt should be noted that while an unlocked Samsung Galaxy Note 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 carriersAdditionally, software upgrades are offered to the customer to keep their handset software up to dateThe customer has the option to utilize the upgrade or pass on the offerTherefore T-Mobile is not responsible for any issues that may arise from a software upgrade for a non-T-Mobile deviceFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limitedOnce our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their deviceT-Mobile records indicate that on February 2, T-Mobile offered Ms [redacted] the option to purchase a T-Mobile device which Ms [redacted] respectfully declinedT-Mobile records indicate that Ms [redacted] contacted T-Mobile on January 31, 2016, regarding her Samsung Note as it was not turning onAt which time the representative was unable to process a Limited Warranty Exchange as the device was not a T-Mobile deviceIt is important to note that Ms [redacted] would not have qualified for the NY Assurant PHP Bundle feature from the time of activation as she activated service with Non-T-Mobile equipmentT-Mobile records indicate the $PHP feature was added inadvertently on January 31, 2016, Ms [redacted] had not been making monthly payments for this feature prior to this dateT-Mobile advised Ms [redacted] on several occasions that she did not qualify for the Limited Warranty exchange through T-Mobile; however the non-T-Mobile handset may be eligible for replacement through the manufacturerIn an effort to amicably resolve this matter, T-Mobile will replace the equipment should Ms [redacted] provided proof of purchase that the equipment was purchased through T-Mobile she may fax this information to my attention at [redacted] Ms [redacted] will also have to bring her T-Mobile account to a current balance as it is currently suspended for non-payment with a balance of $1,Should Ms [redacted] accept T-Mobile’s offer she may contact me directly at the number provided below within thirty days from the date of this letterBased 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, INCLuv V [redacted] Executive Response

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

September 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile attempted to reach Ms [redacted] from August 24, 2017, through August 30, 2017, but regrettably our efforts were unsuccessful T-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of her concerns with our Carrier Freedom promotion and the status of her submissionAs Ms [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successful Our records indicate a new line of service was activated with T-Mobile on October 1, Please be advised this number was not ported in by Ms [redacted] ’s previous carrierAdditionally, the submission of Ms [redacted] ’s final billing statement shows numbers ending in and 0529, which are not active on the T-Mobile account making the account ineligible for reimbursementRegrettably, because multiple eligibility prongs were not met, we are unable to honor the promotion as requested by Ms [redacted] T-Mobile regrets any confusion this matter has caused 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 Felicia P [redacted] Executive Response