T-Mobile USA

February 5, 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 22, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to the Carrier Freedom Reimbursement offer and the porting of his mobile numbers to T-MobileT-Mobile records indicate that on November 13, 2015, Mr [redacted] activated three voice lines of service and requested the port in of his mobile numbers ending in [redacted] and ***Unfortunately, due to an inadvertent error, Mr [redacted] mobile number ending in [redacted] was ported in and replaced the voice line of service that should have received the mobile number ending in ***T-Mobile records indicate that this was corrected and Mr [redacted] three voice lines are currently activeT-Mobile records indicate that at the time of activation Mr [redacted] entered into three JUMP! On Demand lease agreementsJUMP! On Demand provides customers another affordable option to use the best new devices on our amazing Data Strong networkThe lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly costCustomer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of deviceCustomers only pay taxes on the capital cost reduction at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billAt the end of the month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option T-Mobile records indicate that Mr [redacted] took advantage of our JUMP! On Demand lease offering with the lease of a Samsung Galaxy SEdge Black Sapphire handset, a Samsung Galaxy SEdge Gold Platinum handset and an Apple iPhone 6s Silver handsetAt the time of Mr [redacted] lease activation, he was required to pay a capital cost reduction of $Mr [redacted] then agreed to monthly lease payments in the amount of $for the Samsung Galaxy SEdge Black Sapphire handset, $for the Samsung Galaxy SEdge Gold Platinum handset and $for the Apple iPhone 6s Silver handsetAt the time of Mr [redacted] lease activation, T-Mobile was offering two JUMP! On Demand promotional handset offers, the Apple iPhone 6s $or $offer, and the Samsung Galaxy SEdge $to $offerAs a part of this offer, Mr [redacted] would have been required to traa qualifying handset to receive a billing credit to offset the monthly lease payment to either $or $for months for the Apple iPhone 6s handset, or $to $for the Samsung Galaxy SEdge handsetT-Mobile records indicate that Mr [redacted] traded in an Apple iPhone 16GB Silver handset during the lease activation of his Apple iPhone 6s handsetTherefore, Mr [redacted] qualified for monthly billing statement credits of $to offset the lease payment to $per month for monthsAdditionally, Mr [redacted] traded in a Samsung Galaxy SMini handset during the lease activation of his Samsung Galaxy SEdge Black Sapphire handsetTherefore, Mr [redacted] qualified for monthly billing statement credits of $to offset the lease payment to $per month for monthsMr [redacted] also traded in a Samsung Galaxy Shandset during the lease activation of his Samsung Galaxy SEdge Gold Platinum handsetTherefore, Mr [redacted] qualified for monthly billing statement credits of $to offset the lease payment to $per month for monthsIt is important to note that enrollment in the above-referenced promotions disqualified Mr [redacted] from participation in the Carrier Freedom handset reimbursement programAs 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 a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com 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 (8) 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 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 activityOn December 12, 2015, T-Mobile received Mr [redacted] reimbursement documentationOn December 23, 2015, Mr [redacted] reimbursement for his early termination fees associated with the mobile number ending in was approvedUnfortunately, as Mr [redacted] had already participated in the above-referenced Apple and Samsung JUMP! On Demand promotions, his submission for the reimbursement of his remaining handset balance with his previous carrier in association with the mobile number ending in [redacted] was declinedT-Mobile regrets any inconvenience to Mr***Nevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve the matter, upon speaking with Mr***, T-Mobile will allow Mr [redacted] to resubmit his previous carrier’s billing statement within days of this letter, directly to my attention at [email protected] receipt of Mr [redacted] submission, T-Mobile will assess his remaining handset balance and issue a refund up to $350.00, in the form of a prepaid refund card, to Mr [redacted] billing address, within seven to ten business days from the date of processingMr [redacted] has accepted this as a resolution to his 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-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

August 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has experienced regarding her T-Mobile handset and her device protection plan According to our records, on March 10, 2017, Ms [redacted] purchased a Samsung Galaxy Shandset through our Equipment Installment Plan ("EIP") program wherein she was required to remit payment for taxes on the full retail price and agreed to monthly installments in the amount of $ Please note that Ms***’s mobile number ending in was subscribed to the $monthly JUMP! feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device As Ms [redacted] had equipment protection on the account she had the choice to process a claim through Assurant, the third party provider When a claim is filed a deductible is charged by Assurant Please be advised that Assurant has Terms and Conditions separate from T-Mobile On May 26, 2017, Ms [redacted] cancelled her mobile number ending in when she transferred it to another service provider Please note that the above-referenced EIP remains valid and owed However, as a courtesy to Ms [redacted] and upon speaking to her, on August 4, 2017, T-Mobile offered to apply a onetime credit toward her account in the amount of $for the cost of the JUMP! feature over the past four billing periods Pursuant to our conversation, Ms [redacted] confirmed the matter is resolved and she has no further concerns Ms***’s account remains active with a balance of $which consists of monthly access charges, monthly EIP charges, applicable taxes, and fees from the billing statements dated June 3, 2017, and July 3, As an additional courtesy, T-Mobile has placed a hold on Ms***’s account to prevent service interruption and to allow for Ms [redacted] to remit payment for her outstanding balance Please note that this hold will expire, on August 26, 2017, at which time regular collection activity will resume for any remaining outstanding balance T-Mobile recommends that Ms [redacted] contact T-Mobile Customer Care at her earliest convenience to make payment arrangements in order to avoid service interruption T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [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 I just want to mention the reason I didn't receive the credit refund was due to a mistake in the addressCiti bank did not have an apartment number listed in their addressI believe this was an issue between T Mobile and Citi bank as T Mobile does have my correct address on file and I received their statements Sincerely, [redacted]

May 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 May 15, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr [redacted] ’ concerns to his satisfactionWe are excited that Mr [redacted] was able to take advantage of our Samsung tablet bundle promotion and regret to hear that he had any complications with the rebate submissionStarting April 6, 2016, for a limited time, customers could receive up to $off the Samsung Tab A or the Tab Swhen they purchase select new Samsung phones and a new Samsung Tab A or Tab Swith our equipment installment plan (“EIP”) and add a new data line of service with at least gigabyte (“GB”) of dataAccording to our records, on April 23, 2016, Mr [redacted] purchased a Samsung Galaxy SEdge and a Galaxy Tab Son EIPMr [redacted] added the new data line for his tablet with a 2GB data plan which qualified him for the $rebateIn order to claim the rebate, Mr [redacted] needed to accept the promotion at www.t-mobile.com/promotions and enter in the promotional code within days of purchaseWe are sorry that Mr [redacted] received any error with the site when he attempted to enter in the necessary codeNevertheless, as Mr [redacted] qualified for the offer and was still within the day since purchase timeframe to submit rebate, upon speaking with him on May 18, 2016, we explained the promotional offer and submitted the rebate request on his behalfMr [redacted] will receive the rebate as a prepaid MasterCard for up to $for the tablet within eight weeks after submissionMr [redacted] can track the rebate status at https://promotions.t-mobile.com/OrderSearch with tracking # [redacted] Please note that T-Mobile presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfactionBased 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, INCChristina SExecutive 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 I spoke with T-Mobile's Executive Office - on March 17, I was advised T-Mobile would honor the promotion and I would receive the equipment and the newly activated line at no chargeOn March 20, I received the equipment (Samsung J7) Later that afternoon I was contacted by T-Mobile representative (Nicole) who honored her word and called me back concerning this issueShe also informed me that T-Mobile would be able to add the promotion to my newly activated line and she needed my approval to proceedI assured her I was pleased with the final outcome and she confirmed she was adding the appropriate "No Charge" code to my account I spoke with Nicole's supervisor (Joe) to let him know how much I appreciated the Resolution efforts made by Nicole to assist me and make things right for the customer I would also like to thank the Revdex.com for mediating this process to a successful conclusion Sincerely, [redacted]

January 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 10, 2018, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has encountered with her monthly recurring chargesT-Mobile has investigated this matter and our records confirm that Ms [redacted] activated her T-Mobile account on September 1, 2017, and was subscribed to our T-Mobile ONE rate plan for $per month, including taxesAdditionally, on September 5, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung J Prime handsetMs [redacted] was required to remit a down payment in the amount of $and agreed to monthly installments of $ Our records confirm that Ms [redacted] spoke with Customer Care on October 6, 2017, and was advised that T-Mobile does not offer a rate plan at a rate of $per monthFurthermore, on December 20, 2017, Ms [redacted] spoke with our Customer Care team and was again advised that T-Mobile does not offer a $rate plan; however, as a gesture of goodwill Ms [redacted] ’s bill was adjusted in the amount of $and she was subscribed to our grandfathered rate plan Simple Choice Value Unlimited Talk, Text and Data for $per month, plus taxesIt is important to note our records confirm that Ms [redacted] accepted the rate plan change as a resolution to her concerns T-Mobile spoke with Ms [redacted] on January 11, 2018, regarding her account and billingMs [redacted] is now aware of her rate plan options and is aware we do not offer a rate plan of $per monthOn that day, as a gesture of goodwill, a bill adjustment of $was applied towards Ms [redacted] ’s bill to reflect a zero balanceIt is T-Mobile’s position that Ms [redacted] ’s bill has been properly compensated for this matter and we respectfully decline her request for any further bill adjustments and compensation for any deposits that may require from by another carrier In an effort to amicably resolve Ms [redacted] ’s concerns T-Mobile will honor the return of her undamaged handset to our officesUpon receipt of the handset T-Mobile agrees to close the remaining EIPT-Mobile asks that Ms [redacted] return her handset no later than January 31, to the following: T-Mobile USA, Inc Attn: [redacted] T-Mobile recommends request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include the handset, battery, charger, and account information to insure proper credit within the boxPlease note the handset must be in free of physical or liquid damage 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 Ms [redacted] ’s recent contact with our retail locationT-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 [redacted]

May 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [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 April 20, 2017, regarding the above-referenced accountT-Mobile records indicate that [redacted] and [redacted] * [redacted] is the same person T-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile account billingT-Mobile records confirm that on March 10, 2017, Ms [redacted] made a payment in the amount of $to her accountWhen a customer makes an early payment, either for a partial amount or the full amount due, towards their Equipment Installment Plan (EIP), that payment is initially applied to their T-Mobile account balanceThen, at the end of that bill cycle, a charge for the EIP payment amount is created and postedUltimately, the payment and charge cancel each other out on the billing statement At the time Ms [redacted] made her payment, she had an account balance for her monthly recurring charges in the amount of $Because of Ms [redacted] ’s payment, she was left with a credit balance of $On Ms [redacted] ’s next billing statement, she was charged the final remaining purchase price for her iPhone 6S in the amount of $ In an effort to amicably resolve this matter, on April 19, 2017, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s accountMs [redacted] accepted this as a resolutionAs of May 1, 2017, Ms [redacted] ’s account reflects a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] regarding this matter 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 Ligia M [redacted] Executive Response

July 7, 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 June 27, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding the Mobile Device Unlock and appreciates the opportunity to respond to her concerns Please be assured that T-Mobile strives to provide world class service to all 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 contact with our Customer Care Our records confirm that Ms [redacted] was provided the proper Mobile Device Unlock for her Apple iPhone Plus 16GB handset on September 16, Upon following the instructions, the device should indicate that the network unlock was successful T-Mobile records indicate on February 27, 2017, Ms** [redacted] reported the Mobile Device Unlock was unsuccessful, at which time T-Mobile verified that the original code provided was correct As the Mobile Device Unlock was confirmed to be correct for the device but the device remained locked, Ms [redacted] was advised that she would need to contact the device manufacturer Apple at 1-800-694-for further assistance, and possible device replacement Ms** [redacted] contacted Apple and was advised to contact T-Mobile for further assistance Upon further review, the Apple iPhone was not registered in Apple’s database as a T-Mobile branded device resulting in the devices inability to perform the Mobile Device Unlock In an effort to resolve Ms** ***’s concerns, and upon speaking with Ms [redacted] ***, T-Mobile has agreed to send an Apple iPhone Plus 16GB handset with a successful Mobile Device Unlock to the address provided by Ms [redacted] *** T-Mobile regrets any inconvenience to Ms** *** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response

Revdex.com: I am satisfied with T-Mobiles resolution in this matterI want to add that I was not informed of the expiration date of the $credit per line promotion when I originally called to inquire about beginning serviceI was offered said promotion and other incentives to switch my existing phone carrier to T-mobileWhen I had switched to T-mobile, I was told I was not eligible for promotion stated when I originally called 1/4/In addition, when I called the following day, I was informed that I would not be eligible for the promotion I had discussed the previous day! I do recommend T-mobile educate their employees on current promotions, and full disclosure when soliciting new customersI do not want to believe a company such as T-mobile condones nefarious business practices such as bait and switch.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Note that I accept that this issue is closed; however, it is not true that "T-Mobile is pleased to inform you that upon speaking with Ms***, she confirmed that her concern has been resolved to her satisfaction" (From the T-Mobile response)My concern was not resolved to my satisfactionThe only satisfactory response was to allow me to pay my bill online which is the way I paid for my over ten years of service through themI was told that it was impossible to do this (even though my final bill stated that I could pay online) Going to pay in person was not by any means convenient but was the only option I was given to have immediate proof of payment by my due date In fact, I recommended during the conversation that T-Mobile should fix this in the futureI planned to switch back at some point in the future but after this experience that is less likely (granted I've heard many complaints about every mobile service there is, so it depends more on how I am treated by my new carrier until I would consider switching back, where before this was not the case).There is absolutely no good reason why my online payment account was made unavailable to me to complete my final paymentAs my original complaint stated, my user email and password wee still accepted by the system, bit it rejected my phone number which did not changeThis is the reason I made the complaint and T-Mobile did not recognize that inconvenience at all in their response to you, but instead made it sound as though their solution was perfectly acceptable which it was not, instead they left me with no other optionThey made it sound as though they worked with me, which they did not at all, and on the contrary I did not find the person I discussed the issue with helpful at all, merely politeNote that polite and helpful are not the same thingI preferred helpful.Sincerely, [redacted] ***

July 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 June 21, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Mr [redacted] ’s concerns related to the June Samsung Galaxy SBOGO offerPlease be assured that we strive to provide complete and accurate information to our customersWe apologize if Mr [redacted] feels that this was not his experience Starting June 16, 2017, for a limited time, customer that buy a Samsung Galaxy Sor Samsung Galaxy Splus can get a second one for free after rebate when adding a line or sign up for two new lines of service and purchasing both devices with our Equipment Installment Plan (“EIP”) programThe maximum value of the rebate is the full retail price of the Samsung Galaxy Splus, $In order to be eligible, customers must be subscribed to our T-Mobile ONE or Simple Choice Unlimited rate plan, additionally, the new line or add a line must remain active and in service, plus no other lines on the account can be cancelled until the Rebate validation has passedIt is important to note that to the date of this letter, this promotion continues to be available.T-Mobile records confirm that on June 19, 2017, Mr [redacted] initiated equipment order number [redacted] for a new Samsung Galaxy Splus device which was canceled on June 20, 2017, pursuant to Mr [redacted] ’s requestT-Mobile regrets any inconvenience Mr [redacted] experienced when placing the order and attempting to update the shipping addressA review of Mr [redacted] ’s account confirms that he is subscribed to an eligible Simple Choice rate plan and is eligible to activate new lines of service, however; he has not activated a new line of service and none of his lines of service is currently subscribed to Unlimited DataIn order to meet eligibility criteria, Mr [redacted] would need to first activate a new line of service and add Unlimited Data to his new line as well as one of his current mobile numbersOn June 28, 2017, T-Mobile contacted Mr [redacted] to discuss his concerns and the information mentioned aboveAt that time, Mr [redacted] let us know that he had purchased two Samsung Galaxy Splus devices and paid them off at the time of purchaseAs Mr [redacted] did not activate a new line of service, finance his device with our EIP program, and is not subscribed to Unlimited Data it is T-Mobile’s position that he is not eligible for the promotionIn an effort to amicably resolve this matter, T-Mobile offered a onetime bill credit in the amount of $182.46, equivalent to one month of free service prior to monthly equipment charges, which Mr [redacted] acceptedT-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 Maggie R [redacted] Executive Response

October 24, 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 15, 2016, regarding the above-referenced accountT-Mobile is please to advise that Mr***’s concerns have been resolved to his satisfactionT-Mobile regrets the concerns Mr [redacted] has encountered regarding the billing on the above-referenced accountT-Mobile records indicate that Mr***’s account was activated on May 22, At the time of activation, Mr [redacted] was residing in [redacted] , ILOn July 2, 2004, Mr [redacted] contacted T-Mobile’s Customer Care department to update his billing address and notified T-Mobile that he moved to [redacted] , COIn Mr***’s letter to your office, he indicates that he was not able to use service with his handset in or around his home, in [redacted] , COWe regret any coverage issues Mr [redacted] experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityAfter many reports of coverage issues, on September 13, 2005, Mr [redacted] contacted T-Mobile to request cancelation of his services as the service was not working at his new home locationThe account was left with a final account balance that totaled $77.25, which was for the final month of service for the monthly recurring service charges that ran from August 20, 2005, through September 19, As the account balance was left unpaid, on October 24, 2005, the account was forwarded to the outside collection agency, Diversified Consultants IncOn July 4, 2006, the account was then forwarded to Valentine & Kebartas, IncOn July 14, 2007, the account was forwarded to Plaza RecoveryAnd finally on October 1, 2009, the account was sold to Debt Recovery SolutionsAlthough the account has been sold to Debt Recovery Solutions, T-Mobile has requested that Debt Recovery Solutions return the account to T-MobileUpon receipt of the account, T-Mobile will credit the balance in fullIn 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 updatedThe account will remain closed with a zero balanceT-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

November 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 c***pondence dated October 25, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has resolved Ms***’s concern to her satisfactionT-Mobile regrets any concern to Ms [redacted] in regards to her above-referenced accountPlease be advised that on April 21, 2015, Ms [redacted] purchased an Apple iPhone on T-Mobile’s Equipment Installment Plan (“EIP”) option and Lifeproof accessory on May 1, EIP is a purchase option that T-Mobile offers customer to purchase equipment by paying a down payment at the time of purchase and agreeing to 24-monthly installments for the difference that are billed in addition to her monthly recurring chargesAt the time of purchase for the Apple iPhone Ms [redacted] paid a down payment of $and agreed to 24-monthly installments of $14.83; for the Lifeproof accessory she paid a down payment of $and agreed to 24-monthly installments of $Please be advised that if the account is closed at any time prior to the EIP balance being competed any open balance is accelerated and due immediatelyOur records reflect that Ms [redacted] did not contact Customer Care to report that her mobile device was misplaced or to request that her services be suspendedOn September 23, 2016, a billing statement generated reflecting a past due balance of $for monthly recurring charges and applicable taxes and fees for service from August 23, 2016, through September 22, New charges in the amount of $for monthly recurring charges and applicable taxes and fees for services from September 23, 2016, through October 22, 2016, bringing the total balance due in the amount of $which was due by October 15, On October 23, 2016, a billing statement generated reflecting a past due balance of $and new charges in the amount of $for a total balance due of $by November 15, The new charges are for monthly recurring charges and applicable taxes and fees for services from October 23, 2016, through November 22, Please be advised as Ms [redacted] did not repot her device was stolen her services remained active in which she continued to be billed for monthly recurring chargesPursuant to T-Mobile’s Terms and Conditions customers are financial responsible for all charges up until the date that the loss or theft is reportedHowever, in an effort to provide the Un-carrier experience, on October 28, 2016, T-Mobile applied a credit of $for recurring services not used from October 9, 2016, through November 22, 2016, leaving a balance due in the amount of $Please be advised that at the time of activation, April 1, 2015, Ms [redacted] was required to pay a $security deposit in which this deposit was released toward the account leaving a balance due in the amount of $Please note the account is currently pending a final billing statement that includes the accelerated EIP balance of $which will reflect on Ms***’s billing statement dated November 22, It is T-Mobile’s position that the charges are valid and owedT-Mobile regrets any inconvenienceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCOscar T [redacted] Executive Response

April 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 31, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Mr [redacted] concerns to his satisfactionPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On March 26, 2016, our records show that Mr [redacted] called in and requested an over payment refund for the credit balance on the account in the amount of $81.53, as he intended to deactivate his line with T-MobileAs Mr [redacted] intended to port his line to another provider, T-Mobile could not deactivate the line as the line would need to remain active for the port out to processT-Mobile records show that Mr [redacted] prepaid account ending in [redacted] was set up with auto renew, which automatically pulls the monthly payment each month from the account’s credit balanceAs such, on March 31, 2016, the monthly payment in the amount of $was automatically deducted from the credit balance of $on the accountLater on March 31, 2016, the mobile number ending in ***, ported to another providerAs T-Mobile is committed in providing our customers with resolutions to their concerns, on April 3, 2016, a refund in the amount $was processed into the checking account provided by Mr [redacted] Upon speaking to him, he was advised that this refund may take up to three business days, which is dependent on his financial institutionMr [redacted] accepted our resolution to his concernsWe apologize for any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCarla S [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 I have sent the device back to T-Mobile with tracking number provided via email Sincerely, [redacted]

Tell us why here October 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 September 26, 2017, regarding the above-referenced accountT-Mobile made several attempts to contact Ms [redacted] without successAs such, we will be responding to Ms [redacted] ’ concerns within this letter T-Mobile regrets any inconveniences Ms [redacted] may have encountered with her above-referenced accountIn reviewing Ms [redacted] account, our records show that on August 7, 2017, Ms [redacted] billing statement was provided to her showing an outstanding balance of $455.76, which included a past due balance of $225.74, and current charges of $for services from August 7, 2017, through September 6, Between the dates of August 14, 2017, through August 27, 2017, Ms [redacted] made payments totaling $with her MasterCard ending in 5707, which brought her balance to $Please note that T-Mobile may charge an $payment support fee when making payments through Customer CareTherefore, since Ms [redacted] made one of the payments through Customer Care she was assessed the payment support charge brining her balance to $ T-Mobile records indicate that on September 7, 2017, Ms [redacted] set up a two-part payment arrangement on www.T-Mobile.com, wherein, she agreed to pay $on September 21, 2017, and $on October 5, Additionally, our records confirm that on September 7, 2017, Ms [redacted] billing statement was provided showing an outstanding balance of $464.95, which includes the above past due balance and current charges of $for services from September 7, 2017, through October 6, It is important to note that on September 16, 2017, Ms [redacted] August 27, payment of $was returned as unpaid from her financial institutionPlease note that if a customer defaults on a payment arrangement or if a payment is returned which has been agreed to, then collection activity automatically resumes on the accountOur records indicate that on September 21, 2017, Ms [redacted] made a payment of $as agreed for her payment arrangementHowever, since Ms [redacted] payment was returned, her account was suspended on September 24, It is T-Mobile’s position that Ms [redacted] ’ account was appropriately suspended On September 26, 2017, Ms [redacted] contacted Customer Care and she made a payment of $105.14, which restored service to her accountIf we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Ms [redacted] account was reactivated, the account was assessed a $restore from suspension fee per line of serviceHowever, as a courtesy these fees were waived by Customer Care when service was restored to her accountAs of the date of this letter, Ms [redacted] account is active with an outstanding balance of $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 Ruby Q [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Rep call me and said that they will pay me the amount I was not paid, and if I still wanted to continue or discontinue services with me they would pay off any fees owing themI sent the bills to rep and was told they were only going to pay for phones but not service bill owing [redacted] Even though bill was current they did not pay off bill per advertisement and agreement At this time I am not totally certain just how much of the final bill they will pay off since they did not honor original advertisement and final agreement Sincerely, [redacted]

June 14, 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 May 31, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms [redacted] , who has been designated as an authorized user by Mr [redacted] , she confirmed that this matter has been resolved to her satisfaction T-Mobile regrets to hear of any concerns that Ms [redacted] experienced regarding the refund for the equipment purchasedT-Mobile records indicate an order was placed on May 20, 2017, through T-Mobile’s Telesales department for three Samsung Jdevices as well as accessories totaling $including applicable taxIt is important to note that T-Mobile provides a 20-day return period to customers allowing them to use the service to see if it meets their needsIf the service is not acceptable, the customer can cancel their service without incurring any fees On May 25, 2017, T-Mobile records confirm the request to transfer the mobile numbers in question; however, due to system limitations, the numbers were unable to be transferred to T-Mobile due to the service area not being available for portingAs such, Mr [redacted] requested to cancel services due to this, as well as ongoing issues with the equipmentAs the account was within the return period, Mr [redacted] was required to return the equipment to the point of sale prior to cancellation being performed On June 2, 2017, T-Mobile contacted Mr [redacted] to authorize the cancellation of the account as the equipment was in route to T-Mobile’s return center Upon speaking with Ms [redacted] on June 6, 2017, T-Mobile informed Ms [redacted] of the refund request, and advised her that it has been escalatedMs [redacted] was also informed that the funds will be received to the payment method used within three business days for the full amount owedAs of the date of this letter, Mr [redacted] ’s account remains closed Furthermore, on June 12, 2017, Ms [redacted] confirmed that the refund has been successfully receivedT-Mobile has scheduled a review of the final billing statement to take place on June 27, 2017, at which time T-Mobile will apply any adjustments to ensure the account remains closed with a zero balanceT-Mobile will advise Ms [redacted] of actions taking place via email, per her request 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

June 7, 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 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding collection calls for the above-referenced account numberAs outlined in Mr**’s correspondence to your office, T-Mobile resolved Mr**’s concerns under file number [redacted] T-Mobile reviewed the account number [redacted] Mr [redacted] received from the third party collection agency that was contacting himT-Mobile records indicate on January 20, 2017, this account was createdOn May 24, 2017, Mr [redacted] contacted our Customer Care department stating he did not activate the account and our Fraud Team was contacted to review the matter further On May 25, 2017, our Fraud Team completed its investigation of this matter and determined that the allegation of fraud had been substantiatedTherefore, Mr [redacted] has been absolved of all financial responsibility for this accountIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMr [redacted] should allow approximately days for this information to be reflected on his credit reportT-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 Jennifer G [redacted] Executive Response

May 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 21, regarding the above-referenced accountWe are glad to report to your office that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets hearing of Mr [redacted] ’ concerns with the billing of his account and T-Mobile’s day dispute policyOur records confirm that Mr [redacted] activated his account on September 18, 2015, with mobile numbers ending in [redacted] and [redacted] and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB of data per line rate plan for $per monthRecords further confirm that on September 20, 2015, the mobile number ending in [redacted] was canceled when the number was ported to a different service providerIt is important to note that an individual rate plan offering the same features the family rate plan selected by Mr [redacted] has a monthly cost of $It is also important to note that T-Mobile will not proactively change an account’s selected rate plan without the billing responsible party or authorized users consentPlease be advised that upon speaking with Mr [redacted] he advised us that he was not aware the mobile number ending in [redacted] had been canceledAs Mr [redacted] did not contact T-Mobile to make changes to his account, his account remained subscribed to the family time rate plan mentioned aboveAs Mr [redacted] mentioned in his correspondence to your office, customers are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)Further review confirms that Mr [redacted] canceled his account on April 20, 2016, when he ported his mobile number ending in [redacted] to a different service providerAlthough it is T-Mobile’s position that Mr [redacted] ’ account has been properly billed based on the selected rate plan and features, on May 4, 2016, T-Mobile offered to refund Mr [redacted] ’ American Express card ending in in the amount of $150.00, which is equivalent to five months of the difference between a family rate plan and an individual rate planPlease allow one to three business days for the funds to be available in Mr [redacted] ’ financial institutionT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMaggie R [redacted] Executive Response