T-Mobile USA

December 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] *** [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 25, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and [redacted] has been designated as an authorized user of the accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] may have regarding his 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***’s contact with our Customer Care team T-Mobile records indicate that Mr***’s account may be placed on seasonal suspend once per months for a maximum of consecutive daysThe cost for a seasonal suspend is $plus tax per monthPlease note between November 21, 2014, and July 6, 2017, T-Mobile made numerous exceptions for a seasonal suspension on the account Per Mr***’s request, his line of service ending in [redacted] was seasonally suspended on July 6, 2017, and was scheduled to resume on October 6, 2017, provided that payments remain current through that dateIf at any time the account goes into a past due status, the account’s seasonal suspension will be removed and the account will be suspended for non-payment T-Mobile records confirm Mr***’s last payment towards the account was made on December 14, 2015, in the amount of $Please note the payment reduced the account to a $balance at that timeThereafter the account carried a past due balance going forward Please note that between February 27, 2017, and July 6, 2017, Customer Care applied a total of $in credits to the accountPlease note the credits reduced the account balance to $Though the account was placed on a seasonal suspension, due to non-payment, the account was canceled on July 24, Furthermore, as Mr***’s account remained past due, on September 12, 2017, the account was referred to [redacted] for collection attemptsT-Mobile records indicate that on October 16, 2017, Mr [redacted] remitted a payment in the amount of $directly through [redacted] Regretfully, as the account has been canceled for more than days, T-Mobile is unable to reuse the mobile number ending in ***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 [redacted]

December 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 December 20, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] * [redacted] , and that she has designated [redacted] as an authorized user of the accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any concerns Mr [redacted] may have experienced in regard to his coverageUnfortunately, T-Mobile is unable to guarantee coverage in all areasAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has reviewed Mr [redacted] ’s coverage and confirms that he is in an area with 4GLTE coverage connectivityPlease be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching the device and is the reason WiFi calling, if available, is suggested as a supplemental connection sourceOur records do not indicate that Mr [redacted] contacted us to resolve his concerns with signal issuesHowever, our records do indicate that Mr [redacted] has contacted T-Mobile regarding device issues and Mobile Device Unlock concernsMr [redacted] ’s average data usage over the last three billing cycles from August 28, 2016, through November 27, 2016, is approximately gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,minutes usedThis is based on a combined total of usage for all three lines on the account, month over monthOur records suggest service is being utilized on Ms [redacted] ’s accountShould Mr [redacted] continues experiencing issues with his coverage, we ask that he contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issueT-Mobile regrets any inconvenience that Mr [redacted] has 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, INCSharon B [redacted] Executive Response

February 27, 2018FILED 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 February 12, 2018, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have with the recent equipment purchase on her account Please note that T-Mobile takes account security seriously T-Mobile records reflect that the equipment order was completed from Ms [redacted] MyT-Mobile.com account T-Mobile records indicate that on January 30, 2018, Ms [redacted] account qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Studio Beats headset A down payment was not required for this order; however, the EIP required that $be added to Ms***’ account for the following 24-monthly billing statementsIt should be noted that at the time of the EIP order, $was charged for the applicable sales tax Our records reflect that this amount was charged to a credit card rather than Ms***’ T-Mobile accountT-Mobile has completed its investigation of this matter and has been unable to substantiate that Ms***’ authorized the above order As such, on February 15, 2018, T-Mobile absolved Ms [redacted] of the remaining EIP balance Additionally, T-Mobile applied $in credit to Ms***’ account in an effort to reimburse her for the EIP installment billed to her account In an effort to assist Ms [redacted] with the security of her account T-Mobile offered to block access to ensure Ms [redacted] is protected Please be advised that Ms [redacted] declined to restrict access to her My.T-Mobile.com account T-Mobile encourages Ms [redacted] to participate in a password reset via My.T-Mobile.com and establish a new password T-Mobile regrets any inconvenience this may have caused 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.Lauren L***Executive Response

June 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] M [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 1, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe sincerely regret any coverage and data service issues Mr [redacted] has experienced and regret hearing that at this time he wishes to seek service with a different carrierUnfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availabilityIn reviewing the Personal Coverage Check tool for Mr***’s area, T-Mobile shows that he should expect 4G LTE coverage at his billing address listed as [redacted] ***, GA ***Our records confirm that on February 16, 2016, Mr [redacted] contacted Technical Support to report coverage concernsAt that time, basic troubleshooting was performed to rule out possible handset or software issueThis ultimately resulted in a service ticket being filed in an effort to evaluate potential outages in the areaT-Mobile’s engineering team reviewed Mr***’s coverage area at which time it was confirmed that the concerns reported were a result of routine maintenance in the area to improve performance, which has been since correctedAdditionally, on March 24, 2016, we reviewed Mr***’s area again and we found that network modernization is being completed to enhanced coverageFollowing, on May 19, 2016, an additional service ticket was filed which resulted in recommending an in-home LTE Cellspot be provided to Mr***In an effort to amicably resolve Mr***’s coverage concerns, upon speaking with Mr [redacted] on June 2, 2016, we offer Mr [redacted] a T-Mobile 4G LTE Signal Booster and also to have engineering review his work area in [redacted] , GeorgiaPlease note that T-Mobile’s 4G LTE Signal Booster is a simple solution that helps to enhance customers in home coverage, enabling them to make better voice and data connections while at homeRegrettably, Mr [redacted] declined the options presentedT-Mobile reviewed the billing statement dated May 20, 2016, which had a balance of $for monthly recurring charges, applicable taxes and fees billed from May 20, 2016, to June 19, 2016, three JUMP! On Demand (“JOD”) monthly leases for one iPhone 6s 16GB, one Samsung Galaxy S32GB and one Samsung Galaxy SEdge 32GB totaling $and one Equipment Installment Plan (“EIP”) monthly installment of $for one Samsung Core Prime handsetAs a courtesy to Mr [redacted] and although it is outside our 14-day equipment return period, on June 2, 2016, T-Mobile agreed to allow Mr [redacted] to return one iPhone 6s 16GB with IMEI number [redacted] , one Samsung Galaxy S32GB with IMEI number [redacted] , one Samsung Galaxy SEdge 32GB with IMEI number [redacted] under JOD and one Samsung Core Prime with IMEI number [redacted] under EIP to T-MobileUpon receipt, T-Mobile will credit any remaining JOD and EIP balance associated with the returned devicesMr [redacted] may return the devices directly to my attention within days of the date of this letter to the following address: Executive Response Attention: A [redacted] A [redacted] Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Mr [redacted] return the devices listed above via a traceable carrier and request a tracking number when shipping themIn addition, we request Mr [redacted] includes his T-Mobile account information with the return of his devices to ensure proper resolutionWe also ask that Mr [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the devices will be returned to him if the application is enabled and the equipment charges associated with the iPhone will be considered valid and owedT-Mobile regrets any inconvenience to Mr***Additionally, on June 2, 2016, T-Mobile issued a one-time courtesy credit of $for the JOD and EIP monthly installments reflected on Mr***’s billing statement mentioned above, leaving the account with a remaining balance of $which is due on June 12, 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, INCA [redacted] A [redacted] Executive Response

April 20, 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 12, 2017, regarding the above-referenced account T-Mobile regrets to hear that Ms [redacted] was not satisfied with our previous response to your agency dated April 5, As stated previously, the ZTE Spro does not have a SIM lock on it and is provided to T-Mobile from ZTE already factory unlocked Nevertheless, in an effort to amicably resolve this matter, on April 19, 2017, T-Mobile agreed to accept the return of Ms***’s ZTE Spro device to our office and upon receipt, and verification of the equipment in acceptable condition, T-Mobile will remove the remaining Equipment Installment Plan (“EIP”) balance of $from the deviceAdditionally, T-Mobile will apply a bill credit of $for what Ms [redacted] has already paid for the deviceMs [redacted] can return the device to the following address: T-Mobile USA, Inc Attn: Zachary S [redacted] c/o Executive Response Menaul Blvd NE Albuquerque, NM T-Mobile recommends Ms [redacted] 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 ZTE Spro 2, battery, charger, and her account information within the box to insure proper credit is appliedIf the handset has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms [redacted] and the charge for the ZTE Spro will be considered validIt is important to note, Ms [redacted] must have the equipment post marked for return no later than May 19, 2017, in order to take advantage of this offerUpon speaking with Ms [redacted] she accepted this as full resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Zachary S [redacted] Executive Response

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 9, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letterT-Mobile regrets any concerns Mr [redacted] experienced in regards to the suspension of his servicesT-Mobile records confirm that Mr***’s billing cycle ran from the 20th of the month to the 19th of the following month, with payment due on the 12thPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipA review of the account confirms that Mr***’s payments that were due on May 12, and June 12, 2016, were not received on timeT-Mobile provided Mr [redacted] with calls, text messages, and a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] made a payment on June 6, and July 7, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service, for a total of $T-Mobile records confirm that as of July 9, 2016, a payment of $was received, reducing the account to a zero balanceIn an effort to amicably resolve the matter, and as a courtesy to Mr***, on July 12, 2016, T-Mobile applied a courtesy credit of $to Mr***’s account, for the restore from suspend fees from the June 6, non-payment suspension, bringing the account to a credit balance of $Please note that Mr***’s restore from suspend fees from the July 7, non-payment suspension, will apply to the August 12, billing statementOn July 12, 2016, T-Mobile has applied a courtesy credit of $to Mr***’s pending restore from suspend fees, therefore, the charges will not impact his next billing statement balanceShould Mr [redacted] wish to discuss this matter further, he may contact me at the number listed belowBased 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 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 9, 2016, regarding the above-referenced accountWe are pleased to report that we have contacted Ms [redacted] and are actively working to address her concernsT-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] has experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Ms [redacted] account and based on the coverage map, confirms that her account address is in a good coverage area and should expect 4G/LTE in most big buildings and homesOur records further reflect that on November 30, 2015, Ms [redacted] purchased a Samsung Note 32GB handsetBy 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 new to like new 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 damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on January 2, 2016, June 7, 2016, and August 1, We apologize for the inconveniences this caused Ms [redacted] Additionally, when Ms [redacted] contacted Customer Care on August 7, 2016, to report that her recent exchange was still experiencing issues, we were able to complete troubleshooting which led to filing a new service request ticketAs this issue has continued to impact Ms [redacted] in a negative way, on August 13, 2016, we engaged our engineering team for Ms [redacted] ’s market in order to help with additional troubleshooting and offered Ms [redacted] $bill credit for compensation, which was 100% of the monthly charges from August 3, 2016, through September 2, 2016, for the inconveniences she experiencedPlease note that on August 15, 2016, T-Mobile contacted Ms [redacted] and presented the $bill credit and a follow up from our engineering team as resolution to her concerns which she has accepted and considers this matter addressed to her 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 S [redacted] Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 15, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter 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 Ms***’s 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 To be eligible for this offer, consumers must activate a postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceFurthermore, customers must submit 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 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 expeditedAs 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 activity For 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 card Our records indicate on April 1, 2017, Ms [redacted] activated her postpaid account with three lines of service and enrolled in our T-Mobile ONE rate plan priced at $per monthMs [redacted] also took advantage of our Equipment Installment Plan (“EIP”) program to purchase three Apple iPhone 6s Plus devices each priced at $Ms [redacted] was required to pay $as down payment for each device plus sale taxes of for each device for a total of $upfront costAt the time, Ms [redacted] traded in a Samsung Galaxy Note device and received $tracredit which she chose to utilize towards her upfront charges Further review confirms that on June 28, 2017, Ms***’s Carrier Freedom reimbursement request was approved in the amount of $and was mailed on July 9, A review of the copy the final billing statement provided by Ms [redacted] reflected that the final accelerated charges for her Samsung Galaxy Note device was in fact in the amount of $with her previous carrier Regrettably, T-Mobile could not locate any other records indicating that Ms***’s reimbursement should be in the amount of $As such, it is T-Mobile’s position, based on the documents Ms [redacted] provided, that we have provided the appropriate reimbursement amount and we respectfully decline Ms***’s request for additional compensation regarding her Carrier Freedom reimbursementWe regret 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 Sal O [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 7, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter We regret any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to work with him in resolving his concernsT-Mobile records indicate that from January 5, 2017, through February 28, 2017, T-Mobile was offering the Tax Time Switcher Offer which provided customers a $mail in rebate per line of service ported in, and subscribed to the T-Mobile ONE plan, within eight weeks from the date of submissionT-Mobile records indicate that on February 14, 2017, Mr [redacted] ported in lines ending in [redacted] and submitted for the Tax Time Switcher Offer On April 21, 2017, Mr [redacted] updated the billing address via his myT-Mobile.com account and called in to customer care to go over the promotion statusAt that time, the rebate card was already being processed and was sent out to Mr [redacted] but unfortunately the update in address did not reflect in the promotional records and the rebate card was sent to Mr [redacted] ’s previous billing addressUpon further review, T-Mobile has found the card was received and the funds of $have been usedMr [redacted] has stated he did not use the funds on this card In order to amicably resolve Mr [redacted] ’s concern, on June 16, 2017, T-Mobile applied a one-time account credit in the amount of $600.00, resulting in a credit balance of $ Please note that Mr [redacted] has unenrolled from AutoPay as of May 24, AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayThis feature also provides consumers the benefit of a $discount per line while taking advantage of the T-Mobile ONE rate planMr [redacted] may activate the AutoPay at any time via his personal myT-Mobile.com account As a courtesy T-Mobile has issued an additional adjustment of $for the three remaining lines on Mr [redacted] ’s account bringing the account to a credit balance of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care 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 Thania R [redacted] Executive Response

June 16, 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 June 3, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that they have designated Mr [redacted] as an authorized user of the accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to his billing concerns regarding the above-referenced accountT-Mobile records confirm that on August 2, 2014, Mr [redacted] activated said account and is subscribed to the Simple Choice & North America Voice plans: Business rate plan which for $per month plus applicable taxes and fees includes two voice lines, unlimited minutes, messaging, plus 1GB of data at up to 4G/LTE speeds depending on device capabilityIt is important to note that each additional voice line is $per month plus applicable taxes and feesPlease be advised Mr [redacted] has activated and cancelled several lines since the activation of the aforementioned account and currently has five voice lines active T-Mobile records confirm that the voice line with mobile number ending in [redacted] was activated on August 2, 2014, at a cost of $per month plus applicable taxes and feesAdditionally, on March 20, 2016, T-Mobile records confirm Mr [redacted] activated the mobile number ending in [redacted] on our T-Mobile Simple Choice Wearable rate plan at a cost of $plus applicable taxes and feesSimple Choice Wearable plans provide unlimited talk and text plus 500MBs of high-speed data to specific wearable devices Regrettably, on June 2, 2017, Mr [redacted] elected to cancel the mobile numbers ending in [redacted] and ***It is important to note that T-Mobile does not have any record of receiving any communications from Mr [redacted] in regards to cancelling the aforementioned lines prior to the cancellation on the date stated aboveHowever, T-Mobile applied an account credit totaling $at the time of cancellation as a courtesy to Mr [redacted] , which resulted in a balance due of $on June 21, Additionally, upon speaking with Mr [redacted] on June 6, 2017, as a gesture of goodwill and in an effort to resolve his concerns, T-Mobile applied an account credit in the amount of $which resulted in a credit balance of $ 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 recent contact with our Customer CareT-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 Carlos T [redacted] Executive Response

April 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced accountT-Mobile has attempted to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letter T-Mobile regrets any concern and inconvenience to Ms [redacted] in regards to the purchase option priceT-Mobile records confirm that on July 28, 2015, Ms [redacted] leased an LG Gon T-Mobile’s JUMP! On Demand (“JOD”) option in which she agreed to 18-monthly lease payments in the amount of $and a purchase option price of $plus applicable taxesPlease note that on February 8, 2017, Ms***’ JOD lease ended and was billed $plus applicable tax for the purchase option price of the LG GThis charge was reflected on the February billing statement On March 14, 2017, Mr [redacted] contacted our Customer Care department and agreed to a payment arrangement that on March 24, 2017, payment would be received in the amount of $As payment was not received the account failed payment arrangementsT-Mobile records confirm that on March 31, 2017, Ms***’ account was suspended as payment was not received as agreed uponPlease be advised that included in this balance was the purchase option price for the JOD leased LG GhandsetT-Mobile has reviewed Ms***’ account and has determined that all charges are accurate in accordance to her subscribed monthly recurring charges, features, JOD charges and Equipment Installment Plan charges for her other devices However, in an effort to amicably resolve this matter on April 24, 2017, T-Mobile applied a courtesy credit in the amount of $to Ms***’ account which is equivalent to one month of service updating her account to a zero balanceT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

January 19, 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 January 17, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of records is a business, [redacted] and that Mr [redacted] is designated as the point of contact and authorized user for the accountT-Mobile regrets any concerns Mr [redacted] experienced with his accountT-Mobile records confirm that on May 13, 2015, a Cellspot Router was mailed to Mr***Further records confirm that on May 31, 2015, a second Cellspot Router was mailed to Mr***These devices were mailed to Mr [redacted] to improve his coverage at his billing addressPlease note that the Cellspot Routers are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the accountIt is important to note that when T-Mobile sent Mr [redacted] the above devices, the initial $deposit requirement was waived for himAdditional records confirm that on January 14, 2017, Mr [redacted] returned the above Cellspot RoutersAlthough Mr [redacted] did not pay a deposit for either of the above devices, on January 16, 2017, as a courtesy to him, we applied a $credit to his accountThis credit reduced Mr [redacted] balance to $and he may verify this by visiting www.T-Mobile.comBased 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, INCBrian W [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I disagree with the statement that "line ending with [redacted] was free"Please see attached and note that I got charged $last month just because T-Mobile messed up and for service that I did not even useI accept the new line for $20/month with $20/month promo creditAlso, I'd like T-Mobile to issue a one-time billing credit of $for the inconvenience Sincerely, [redacted] **

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] and [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 22, 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] and [redacted] is not an authorized user on the account which is associated with the mobile number they have provided Please note that T-Mobile spoke with the account holder of record on February 27, and resolved their concerns to their satisfactionT-Mobile regrets any inconvenience to [redacted] and [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 Amor M [redacted] Executive Response

March 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Mr [redacted] , including an email sent on March 14, 2017, requesting for the best time and day for T-Mobile to contact him and are awaiting a response On March 21, 2017, T-Mobile attempted to contact Mr [redacted] via the mobile number ending in ***Additionally on March 29, 2017, T-Mobile sent a follow up email requesting the best day and time to contact Mr [redacted] and we did not received a response either by phone or emailFinally, on March 30, 2017, T-Mobile attempted to contact Mr [redacted] via the mobile number ending in [redacted] which was also unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any continued concerns Mr [redacted] has in regards to the Free Add-A-Line: This ONE’s On Us promotionPlease be advised that, as mentioned in our correspondence dated March 21, 2017, T-Mobile has been unable to substantiate Mr [redacted] ’s request to activate a new line on March 4, T-Mobile further regrets any concerns Mr [redacted] experienced in regards to his www.my.t-mobile.com accountT-Mobile very much wishes to assist Mr [redacted] with this matter as we understand the importance of customer’s ability to manage their account in the manner that bes suits their needsIf Mr [redacted] continues to have issues with his online account we request he contact Customer Care to complete troubleshooting T-Mobile is happy to learn that Mr [redacted] is excited about our Un-Carrier offer, T-Mobile Tuesdays, and appreciates his concerns regarding the use of the serviceDue to an overwhelming response to T-Mobile Tuesdays, some customers have experienced difficulties in downloading the application and redeeming some offersPlease note that some offers are limited, such as the “FandangoNOW” offer from FandangoT-Mobile records confirm that on February 28, 2017, Mr [redacted] did contact Customer Care to report a redemption issue however our records confirm that the prizes had been redeemed for both of his mobile lines of serviceT-Mobile does regret any inconvenience to Mr [redacted] and his family, and respectfully decline any credits or compensation regarding this matter as it is a weekly offer T-Mobile is glad to hear that the promotional pricing for the Samsung/LG Black Friday promotion has been honored for Mr [redacted] Additionally T-Mobile is glad to hear that Mr [redacted] was able to receive the benefits of the Magenta Poand TraLines On Us promotion by receiving his $rebates 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 recent contact with our ECR T-Mobile regrets that Mr [redacted] feels that our investigation is not sufficient to resolve the concerns presented in his letter to your agencyHowever, should Mr [redacted] not wish to continue service with T-Mobile, we will allow him to cancel his T-Mobile service and we will waive any remaining installment obligations that he currently has remaining on his devices, provided only that Mr [redacted] return his devices in like new condition within days of the date of this letter addressed to: T-Mobile Executive Response Attention Juan B Menaul Blvd NE Albuquerque, NM However, should Mr [redacted] wish to continue his T-Mobile service, he is welcome to do so with the understanding that T-Mobile respectfully declines his request for any additional compensation to be provided to him outside of T-Mobile guidelines including in relation to the matters voiced in his most recent letter to your officeWe regret any inconvenience to Mr [redacted] and appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

December 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 December 3, 2017, regarding the above-referenced account T-Mobile regrets any continued billing concerns Ms [redacted] has experiencedThe promotion that Ms [redacted] references in her correspondence to your office is our QLG Tablet offerFrom August 9, 2017, through December 14, 2017, new and existing postpaid customers who bought a new LG G6, V20, V30, or V30+ on EIP could get a new LG G Pad X or LG GPad XPlus on us (via promotional EIP bill credits) when they purchase the tablet on EIP for use with a 2GB or higher Mobile Internet (“MI”) plan during the promotional period T-Mobile records indicate that on November 22, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LGVPlus handsets at a T-Mobile retail storeAt the time of Ms***’s purchase, she was required to remit a down payment of $and agreed to a series of 24-monthly installments in the amount of $for each handset In addition, on November 22, 2017, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG G Pad XdevicesMs [redacted] was not required to remit a down payment and agreed to monthly payments of $Ms [redacted] also successfully subscribed to our Simple Choice Norther America 6GB rate plan for each line of service Ms [redacted] returned one of the devices for her number ending in [redacted] per our previous correspondenceT-Mobile records confirm that Ms***’s second LG G Pad remains active on her number ending in ***Due to an inadvertent error, the number ending in [redacted] was not enrolled into our promotional offerT-Mobile regrets any inconvenience to Ms*** In efforts to resolve Ms***’s concerns, we have removed all charges for her second LG G Pad device and she will no longer see charges for this device on her future billing statementsWe have also applied a $credit to the account to reimburse for the charges that have already been billed to her account, bringing the balance to $ 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 Vanessa C [redacted] Executive Response

April 6, 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 31, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Mr [redacted] which have proven unsuccessful therefore we will make every effort to address his concerns within this letter T-Mobile regrets to hear of Mr [redacted] ’s concerns regarding the pricing of our Samsung Galaxy SPlus on JUMP! On Demand (“JOD”)Please be advised that our current best pricing for Samsung Galaxy SPlus requires a capital cost reduction payment in the amount of $at the time of upgradePlease note T-Mobile does not guarantee that the capital cost reduction payment is $for all devices on JOD It is important to T-Mobile to keep the initial costs of a JOD lease low and as we are always looking at ways to make equipment more accessible for our customersPlease note at this time T-Mobile has no plans to change the current price offering for the Samsung Galaxy SPlusT-Mobile thanks Mr [redacted] for his feedback regarding the marketing of our offer and will forward it to the appropriate departments for review 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 Zachary S [redacted] Executive Response

April 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 March 29, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] in regards to not receiving the free line of service promotion Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Ms***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms [redacted] is required to maintain [redacted] T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountSo long as Ms***’s account keeps the voice lines active then she is eligible for the free promotion T-Mobile records reflect that on November 21, 2016, Ms [redacted] added a line of service with mobile number ending in [redacted] in an attempt to take advantage of the promotion mentioned aboveRegretfully, it does appear that Ms***’s account is not receiving the monthly credit for the $add a line feature for mobile number ending in ***However, on April 11, the matter was corrected and Ms [redacted] will to receive her promotional credits going forward Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jimmie P [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I'll wait for the $prepaid card to arrive in the mail Thank you, Sincerely, [redacted] ***

August 3, 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 26, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Ms [redacted] concerns to her satisfactionT-Mobile certainly regrets to hear that Ms [redacted] has questions about the Equipment Installment Plan (EIP) payoff payment made to her account and how that payment has impacted the account balancePlease note that when a customer initiates an EIP payoff and remits an additional payment toward their outstanding EIP, the payment is posted to the account immediately and impacts the outstanding balance at that time while the associated charge to close the EIP does not generate and post to the account balance until the end of the billing cycleAs such, if there is a balance owed for service at the time of EIP payoff payment, the payment will be applied to that open balance first before any residual is applied towards the EIPOur records reflect that Ms [redacted] made payments totaling $between July 12, 2016, and July 15, 2016, that were intended to pay off her outstanding EIP loans for her ZTE Zmax, two Samsung Galaxy Avants, an LG Tone Pro, and a Samsung Galaxy Grand PrimeOur records confirm that at the time Ms [redacted] remitted her EIP payment, there was a balance owed of $for the June 21, 2016, billing statementThe payment was applied toward that balance, leaving a balance of $36.71, which Ms [redacted] then paid on July 15, 2016, bringing her balance at the time to zeroThen, when the billing cycle closed, the charges for the EIP payoff for the above equipment were pushed to the July 21, 2016, billing statement as chargesBe assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Ms [redacted] is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoffNevertheless, in an effort to amicably resolve Ms [redacted] concerns, on July 28, 2016, ended the EIP loan for her Samsung Galaxy Grand Prime with IMEI number [redacted] and waived the remaining balance of $As an additional courtesy, we applied a credit of $to Ms [redacted] account, leaving her account with a credit balance of $Ms [redacted] may verify her outstanding balance by visiting www.T-Mobile.comBased 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, INCSal O [redacted] Executive Response