T-Mobile USA

Complaint: [redacted] I am rejecting this response because: my issue has been resolved.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am still awaiting for the proposed solution, which is the new iPhone, to be deliveredI won't be able to accept and close this case until I received the phone and test its reception signalI am just notified by UPS that it will be delivered on 8/ Sincerely, [redacted] ***

October 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 19, regarding the above-referenced prepaid numberT-Mobile records confirm that Mr [redacted] is using a non-T-Mobile branded Motorola deviceIt should be noted that while unlocked equipment 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 carriersHistorically, the basic functions of the unlocked Motorola worked on our network; however, certain advanced features may work sporadically or not at allWe regret any inconvenience Mr [redacted] has experiencedFor 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 devicePlease 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 appreciate Mr [redacted] ’s feedback regarding how the information is provided to our customers that are a non-T-Mobile device to use on our networkIn an effort to amicably resolve this matter T-Mobile has mailed a new Samsung Jto mailing address provided by Mr [redacted] at no additional cost to him so that he can better use our serviceHowever, Mr [redacted] will need to go to point of purchase of the Motorola device that he purchased in regards to the refund for the Motorola device as T-Mobile was not involved in the sale of this device 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, INCAmor M [redacted] Executive Response

July 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 18, 2016, regarding the above-referenced accountT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Retail StoreT-Mobile’s JUMP! On Demand (“JOD”) is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeA lease may be initiated by either the Billing Responsible party or any Authorized User on an accountWhen a phone is subject to a lease, T-Mobile, not the customer, owns the phoneThe rolling twelve month period during which a customer may upgrade three times begins when the customer completes their first JOD upgradeJOD does not include handset insurance, or Premium Handset Protection, which may be added separately within days of beginning a leaseAn insurance claim was completed on May 16, 2016, to replace an Apple iPhone 64GB Gold handsetCustomers who want to make a JOD upgrade must upgrade to a different model or memory size phoneOn May 14, 2016, T-Mobile’s retail location agreed to complete a JOD by allowing a trade from an Apple iPhone 64GB Gold handset to an Apple iPhone 64GB Gray handsetT-Mobile records do not indicate that the deferred return handset has been received at T-Mobile’s National Return CenterA customer may choose to purchase their leased device at any time during the 18-month lease termA lease buyout must be completed at a Retail Location or through Customer CareThe customer is responsible for the remaining lease payments, the purchase option price and all applicable taxesOnce paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statementIn an effort to resolve this matter amicably, T-Mobile closed the JOD lease for the Apple iPhone 4GB Gold handsetIn addition T-Mobile applied an account credit of $55.52, for the lease payments and applicable taxes assessed in the May 27, 2016, and June 27, 2016, billing statements, for this handsetThe account credit results in a credit balance of -$55.52, reflected on the accountT-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, INCPancho Q [redacted] Executive Response

April 4, 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 1, regarding the above-referenced account Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will be unable to provide any account specific information but we are happy to address his concerns regarding coverage at the address provided T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should expect moderate coverageAs Mr [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayAt this time, T-Mobile has no enhancements planned in this area While again, we are unable to speak specifically to the account, as the Un-carrier, T-Mobile has eliminated contractsWhile we would regret any customer cancelling their service, if a customer finds that our service does not meet their needs they are free to cancel their service at any time as there is no contractual obligation 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 David T [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]

May 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 22, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding his accountT-Mobile records reflect that Mr [redacted] had a balance of $due on April 21, Please be advised that on April 11, 2017, a payment of $posted to Mr [redacted] ’s accountIt is important to note that although T-Mobile’s Customer Care has the ability to submit a refund request for a customer; a refund request must meet all eligibility requirements prior to approvalWe apologize for any inconvenience the delay in processing may have caused Mr [redacted] Review of Mr [redacted] ’s account confirms that on April 25, 2017, T-Mobile refunded the amount of $to Mr [redacted] ’s bank account 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 Mercedes V [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I spoke with T-mobile respondents that reviewed the case back in January and also in may I spoke Adriana F [redacted] the president assistant of t-mobile she reviewed the case in January and saw that it was never a iPhone hanset exchange done in January the exchange was for a iPad Air In may those charges was dismissed I’m am constantly billed with extra charges from t-mobile every months there are devices under this account plan and the phones and tables are replaced with refurbished devices that are already damaged and was repaired and charged to the customers if they are lost in the mail as a brand new device.Technology never last once it’s already brokenI don’t know why this representative choose to bring the old warranty exchanges that were closed threw other representatives back in this caseI was only discussing the handset exchange issued for August that was never suppose to be foundThe tracking labels that are providing to the customers for their handset exchange program are sent directly from t-mobileI don’t believe that they could never find their phones that are sent to customers they just choose to harass their customers with extra billing feesI just don’t understand how representatives can waive the the fee because she found the tablet tracking number and this representative gets mad and add the charges back to the account I refuse to pay a out of warranty fee from January that’s been dismissed in MayIt should not take months for t-mobile not to find a phoneI never get any letters explaining what’s going on with the account they just bill my accountTheir should be more courtesy for the customers that pay their money to phone companiesPreowned phones should not cost as much as brand new out the box phones especially if they were already broken Sincerely, [redacted] ***

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 Prepaid 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 prepaid numberT-Mobile regrets Ms [redacted] ’s concerns regarding her refund statusLikewise, we regret any coverage issues Ms [redacted] experiencedOur records confirm that on August 26, 2016, Ms [redacted] activated a T-Mobile prepaid account with the mobile number ending in ***At the time of activation, Ms [redacted] made a $payment plus applicable taxes and fees in order to initiate the $Monthly Prepaid rate plan she selectedRegretfully, as Ms [redacted] mentions in her letter to your office, she was unable to take advantage of her prepaid account due to service in her areaUnfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile records confirm that Ms [redacted] canceled her account on August 26, when she ported her mobile numbers to another service providerFollowing the port of mobile number ending in ***, Ms [redacted] requested a refund for the above mentioned $paymentPlease 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.” Accordingly, T-Mobile respectfully declined to provide a refundHowever, in an effort to amicably resolve this matter and as a courtesy to Ms [redacted] , T-Mobile has agreed to provide a $refund card which has been mailed to the address provided in her letter to your officePlease allow 7-business days for delivery from the date of acceptancePlease 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 Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her closed T-Mobile account Unfortunately with the information provided, T-Mobile has been unable to locate a T-Mobile account for Ms [redacted] T-Mobile would ask that Ms [redacted] contact me at the number listed below with her T-Mobile account informationOnce received, T-Mobile will be happy to review Ms [redacted] ’s concerns and apprise her of our findings 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 Martin G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: in response to MrT [redacted] claim of attempts to reach me, I was in response the same day each time I was contactedEach time I was contacted, I responded during the business hours on his voicemailI did not know or agree to receiving a prepaid MasterCard as payment method for my refundIn addition, I still have not received any refund or correspondence from T-Mobile and it has been ten days from the communication on March I would like a check overnight for the credit balance plus interest for failing to comply with their own proceduresA prepaid card is not very secure way of issuing s refundI believe that T-mobile is acting in a retaliatory manner for switching to a competitor after their failure to treat me with dignity and respect as a customer.Sincerely, [redacted]

April 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced file numberT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding a credit inquiry from T-Mobile on his credit reportAll customers applying for new service with T-Mobile are required to have a credit checkIn order to run a credit check, customers are required to provide valid government-issued photo ID including a social security numberT-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements Nevertheless, upon speaking to Mr [redacted] and in an effort to amicably resolve the matter, T-Mobile has requested that the recent credit inquiry from T-Mobile be removed from Mr [redacted] ’s credit reportPlease note that it may take up to days for Mr [redacted] ’s credit report to reflect the changePursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our retail locationWe regret any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Thank you for responding, I have tried to call you three times to chat but did not have any success nor call backThe credit you have applied to my account are not accurateStarting from 12/05/my bills were as follows:12/05/$190.6001/04/$230.8202/04/222.9803/04/180.55The total overcharges that were suppose to be due back to me to total $backdated from the original inception date of our contractI have spent MUTIPLE hours calling T-Mobile trying to get this fixed and it is sad that I have to resolve this issue, we have to go through a 3rd partyOnce again, please confirm my total monthly bill for the upcoming monthsMy total should be in the $rangeThanks Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: 1, T-Mobile refused to admit that the referenced account (T-Mobile Account No [redacted] ) was created without my authorization or even my knowledge.2, T-Mobile refused to admit that it was T-Mobile’s fault that this account was created, which caused all the troubleT-Mobile representative MsG [redacted] told me during our phone conversation that the canceled account (account No [redacted] ) was opened under my name and address using “a social security number provided to T-Mobile”, that T-Mobile had no reason to believe that it was not me who was providing that information because “when we ran it (the social security number provided by someone to open account No [redacted] ), it came back as approved”She also informed me later that this social security number was not the same as the social security number associated with my current T-Mobile accountI could think of two possibilitiesOne is that T-Mobile did use my social security number to open this canceled account and now is lying about itThe other possibility is that T-Mobile opened an account under my name without checking if the credit was approved for meEither way it’s T-Mobile’s fault that this account was openedAdmitting this mistake is the first step in resolving my complaint.3, During our phone conversation on April 12th, 2017, T-Mobile representative MsG [redacted] mentioned that there would be an internal investigation on how this account was created but T-Mobile will not share the result of that investigation with me, even though this investigation is about how I was wrongfully charged.4, T-Mobile continued to act in contradiction to its own statement of “T-Mobile strives to provide world-class service to all of our customers on each and every contact”After responding to them on April 5th, 2017, I send an email to MsG [redacted] the same day as my response to her proposed solution, and to inform her that I had posted my response with Revdex.comI did not hear from T-MobileOn April 12th, I called MsG***, left her a voicemail message, and sent her another email to remind her that I was still waiting for T-Mobile responseShe then called me5, T-Mobile’s response on April 13th, to this complaint continued to be dishonestIt states that “T-Mobile asked that Ms [redacted] provide her correct social security number so we can confirm accuracy of the cancelled accountRegrettably, Ms [redacted] declined this request.” This is not trueAt the beginning of our phone conversation, Ms.G [redacted] informed me that the conversation was recordedIf we listen to the recording, we would hear that she asked me to verbally tell her my social security number over the phone, to which I refusedBefore asking me to tell her my social security number over the phone, she clearly stated that T-Mobile had compared the social security number on my active T-Mobile account and the social security number used to open account No [redacted] , and that T-Mobile had found the two not the sameThis clearly proves that T-Mobile has my social security number, which is associated with my current active T-Mobile account, which I have confirmed with MsG [redacted] over the phoneI declined to tell her my social security number over the phone because T-Mobile clearly already has my social security number on its file5, After I refused to tell her my social security number over the phone, MsG [redacted] told me that T-Mobile would not be able to verify if it was the same number used to open the cancelled accountThis was after she stated that T-Mobile had already compared and concluded that these were two different numbersAs an effort to help her do her job, I offered an alternative that she read to me the number used to open the cancelled account so I could tell her if it was mineShe declined Sincerely, [redacted] ***

August 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 July 27, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address any concerns within this letter and will forward a copy to [redacted] ** T-Mobile regrets any concern to [redacted] regarding the information provided about T-Mobile’s tourist plansPlease 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 [redacted] **'s recent contact with our retail location T-Mobile records indicate that on July 25, [redacted] visited a T-Mobile authorized retail location to purchase two Prepaid Tourist Plan sim cards for $per month which includes 1,minutes, unlimited text, and GB of 4G LTE dataWhile in the retail location, [redacted] was advised to purchase two regular prepaid plans for $50.00, which includes unlimited talk and text, and GB of 4G LTE data Please 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.” T-Mobile regrets any inconvenience to [redacted] ** In an effort to amicably resolve [redacted] **'s concern, T-Mobile applied a credit of $to [redacted] **'s account, reducing his balance to a credit of $ Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan C [redacted] Executive Response

May 5, 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 23, 2017, regarding the above-referenced account T-Mobile records confirm that Ms [redacted] designated [redacted] as an authorized user on the account T-Mobile regrets that Mr [redacted] has concerns with a handset return T-Mobile records indicate that Ms [redacted] purchased an Apple iPhone Plus GB handset with our Equipment Installment Plan (“EIP”) on December 13, for the mobile number ending in As of the time of Ms [redacted] ’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it meets her needs If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase T-Mobile records indicate that the returned Apple iPhone GB handset was received on April 28, Please be advised that this is outside of the 14-day return period However; Mr [redacted] indicated that the handset was returned in December 2016, which we are unable to validate Nevertheless, T-Mobile closed the EIP for the returned handset and the five previous installments of $were credited to the account on May 2, In addition, a credit in the amount of $was issued to the account for the handset upgrade fee and shipping charges for the original order, which was issued a gesture of goodwill The $deposit that was paid at the time of purchase should be refunded within five business days T-Mobile appreciates Ms [redacted] and Mr [redacted] ’s business and we regret any inconvenience that they may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

June 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 May 25, 2017, regarding the above-referenced accountPlease be advised that the T-Mobile account holder of record is [redacted] and that [redacted] has been designated as an authorized user T-Mobile regrets any payment difficulties Mr [redacted] may have experiencedOn May 16, 2017, Ms [redacted] was sent a billing statement in the amount of $which consisted of a past due balance of $as well as new monthly recurring charges of $240.48, with a due date of June 9, T-Mobile records indicate the following payments were received by T-Mobile; • $on May 19, 2017; • $on May 19, 2017; and • $on May 25, Please note that the payments above reduced Ms***’s balance to $However, as indicated in Mr [redacted] ’s letter to your office, the las two payments totaling $were made in errorIn an effort to resolve Mr [redacted] ’s concerns, on May 22, 2017, T-Mobile processed a refund to the original payment method of the payment remitted on May 19, 2017, which can take up to three business day to be completed After speaking with Mr [redacted] on May 2, 2017, he confirmed that the refund was receivedAs of the date of this correspondence, Ms***’s account reflects a balance of $due on June 9, T-Mobile regrets any inconvenience to Mr [redacted] and Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

May 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 25, 2018, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have encountered regarding the Corporate discountT-Mobile records confirm that on July 6, 2017, Mr [redacted] activated his accountPlease note T-Mobile paired with large corporations to offer corporate and government discounts to their employees who sign up for T-Mobile serviceAlthough the program is now grandfathered, any customers who had an existing discount could continue receiving that discount as long as the requirements were met T-Mobile records indicate that on July 6, 2017, Mr [redacted] subscribed to the T-Mobile ONE Arate plan for $for two voice linesAs the rate plan is provided at a discounted rate the rate plan is not eligible for the corporate discountHowever, in an effort to amicably resolve this matter, on April 27, 2018, T-Mobile provided Mr [redacted] with a one-time credit in the amount of $which is equivalent to the $corporate discount over a 12-month periodThe credit updated Mr [redacted] ’s account to a credit balance of $T-Mobile regrets any inconvenience to Mr [redacted] and is glad to confirm that he accepted the credit as a resolution to 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext341- Very truly yours, T-MOBILE USA, INC Abigail [redacted] Executive Response

October 11, 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 October 8, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account We are pleased to report that we have resolved the matter to Ms***’s satisfaction We regret to hear of Ms***’s concerns regarding her recent handset purchase T-Mobile records indicate that on October 1, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase, if applicable, and agreeing to pay the remaining balance in monthly installments As Ms [redacted] had intended to pay for the device in full as opposed to financing the device, also on October 1, 2016, T-Mobile collected payment from Ms [redacted] for the remaining balance on the EIP thus the device was paid in full as Ms [redacted] intended T-Mobile provided a fourteen day return period at the time of Ms***’s purchase during which she would be able to return the device if it did not meet her needs Please note that devices returned within the return period may be subject to a restocking fee of up to $The return period is the same whether a device is purchased in full or with an EIP However, in an effort to amicably resolve the matter, on October 11, T-Mobile has ordered a new device for Ms [redacted] and asked that she return her existing device upon receipt to: T-Mobile USA, Inc Attn: David T [redacted] Menaul BlvdNE Albuquerque, NM Additionally, Ms [redacted] will not be required to pay the difference between her original device and her new device nor will we charge her a restocking fee We regret any inconvenience Ms [redacted] may have experienced 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***’s recent contact with our retail location Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 David T [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]