T-Mobile USA

September 6, 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 August 28, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] was not satisfied with our response to your officePlease note that Ms [redacted] was removed as an authorized user of the above mentioned account on October 27, 2016; however on October 28, 2016, the account holder [redacted] , re-added Ms [redacted] to the account as an authorized user which enabled her to once again have full access to the account and ability to make changes like activating additional lines, adding or removing features, changing rate plans, upgrading handsets with or without Equipment Installment Plan (“EIP”), and suspending lines of service or accounts Regarding Ms [redacted] ’ continued concern for her rate plan, our records confirm that the rate plan was changed to the T-Mobile ONE, which provided the benefits of unlimited mobile data and taxes included among other Un-Carrier benefits, unlike her previous plan which provided 10GB of data and taxes on top of the monthly access chargesNevertheless, as the rate plan was inadvertently changed, as of July 18, 2017, T-Mobile reversed the rate plan back to her original subscription of the promotional for $Simple Choice 10GB plan Upon speaking with Ms [redacted] on September 3, 2017, she explained that her mobile internet line of service was also changed in error to the $Simple Choice 6GB rate plan from her previous plan of $On-Demand planPlease note that as Ms [redacted] is also subscribed to voice lines, both mobile internet rate plans receive a $credit each month which reducing the monthly charges to $and $respectfullyDue to the inadvertent error, T-Mobile too reversed the rate plan and issued a credit of $to re-calculate her bill to the corrected plan cost Going forward, Ms [redacted] ’ monthly charges will now reflect four voice lines at a cost of $120.00, a mobile internet line of service for $On-Demand rate plan with a $voice line discount, $mobile internet line of service with a $discount and applicable taxes and surchargesAdditionally, Ms [redacted] will maintain her EIP monthly installment of $57.01, leaving her estimated bill to be roughly $with taxes As Ms [redacted] mentioned that she had a credit balance of $going into her July 10, 2017, billing statement and remit payments in the amount $from July 28, 2017, through August 20, 2017, having two bills of roughly $for each month would leave her account active with a credit balance of $270.00, it is our position that Ms [redacted] ’ account is active with a credit balance of $and has been billed and adjusted accordingly for the rate plan and their re-calculations Again, T-Mobile regrets the inconveniences this has caused Ms [redacted] and appreciates the opportunity to address 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 attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

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 meSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI sent the bills today and one final bill is still awaited from ***Once that comes, I will send that tooSincerely, [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] 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 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 the allegation of fraud and recent collection attemptsT-Mobile has completed its investigation of this matter and determined that the allegation of fraud has 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 reportUpon speaking to Mr [redacted] , on March 31, 2017, he confirmed the matter is resolved and he has no further concernsT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for your help Revdex.com Sincerely, [redacted] - [redacted]

July 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 12, regarding the above-referenced account Please be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets that Mr [redacted] has chosen to cancel his service with T-Mobile and that he has concerns regarding his final billing T-Mobile records reflect that Mr [redacted] ported his mobile numbers ending in [redacted] and [redacted] to another carrier on May 14, leaving one remaining line ending in [redacted] open on the account T-Mobile records further reflect that on July 12, 2016, Mr [redacted] ’s mobile number ending in [redacted] was cancelled at his request T-Mobile records do not reflect a previous request to cancel the line ending in *** Additionally, as T-Mobile bills in advance, any changes made to the account mid-cycle will not be reflected until the following billing statement As Mr [redacted] ’s account bills from the third of one month to second of the following month and his service was cancelled on the twelfth of the month, when his final billing statement generates on August 3, 2016, the amount already billed for service after cancellation will be automatically credited Please note that we will be unable to determine the final balance until the final statement generates However, in an effort to amicably resolve the matter, T-Mobile will adjust the total amount due for service received when the final billing statement is issued on August 3, which would include any balance owed from prior to when Mr [redacted] states he made a cancellation request Again, we would be unable to determine what that amount would be until after the final statement is produced Furthermore, if a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase T-Mobile records indicate that Mr [redacted] agreed to an EIP on June 2, 2015, with the purchase of two Samsung Galaxy Note 4’s, a Samsung Galaxy Sand assorted accessories When the account was canceled on July 12, the remaining EIP balance of $918.91was accelerated and will appear on the final billing statement to be issued on August 3, However, as an additional courtesy to Mr [redacted] , while outside of the 14-day return period for his devices, if he returns his equipment to the following address by August 19, 2016, T-Mobile will adjust the accelerated balances due for his EIP’s as well: T-Mobile USA, Inc[redacted] Thus, if Mr [redacted] returns his equipment by August 19, 2016, his final T-Mobile balance would be zero If Mr [redacted] chooses to retain his equipment, his final balance would be $ We regret any inconvenience Mr [redacted] may have experienced as a result of 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 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 [redacted] Executive Response

March 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 11, 2016, regarding the above-referenced accountT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] experienced any issues with her serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms [redacted] should expect great 4G LTE coverageA further analysis of the area confirms that there may be some site congestion from time to timeAs such, T-Mobile recommends that Ms [redacted] utilize if availableAs we are sure Ms [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayHowever we are pleased to report that on March 15, 2016, T-Mobile spoke with Ms***, and she confirmed that she is no longer experiencing the coverage issues mentioned in her correspondence to your officeShould Ms [redacted] experience any coverage or service in the future, we ask that she report details of any difficulties, such as the date and time and the area(s) in which it occurredThis information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce we are aware of the situation, we can attempt to resolve the issue through network or equipment adjustmentsT-Mobile regrets any misunderstanding Ms [redacted] may have experienced with the restore-from-suspension fees assessed to her accountT-Mobile records indicate that on January 2, 2016, payment arrangements were made with Ms [redacted] with regard to her past due balanceAt that time, Ms [redacted] agreed to make to a future dated payment via an electronic checkThe amount of $330.81was set to be deducted from her designated bank account on February 1, On January 29, 2016, T-Mobile sent a courtesy text message reminder to the mobile number ending in [redacted] reminding Ms [redacted] that the funds were set to deduct from her bank account number ending in [redacted] on February 1, Regretfully the payment was returned to T-Mobile as unpaidAs a result, on February 3, 2016, Ms***’ services were partially suspended allowing incoming calls to be receivedOutgoing calls were routed to T-Mobile’s Financial Care team in an effort to collect on the past due balanceFurther records confirm that on February 4, 2016, Ms [redacted] again contacted T-Mobile and established a new payment arrangement for her past due balanceMr [redacted] agreed to make two payments with a future dated check$was to be deducted on February 11, as the first installment, and $was to be deducted on February 25, as the second installmentOn February 8, 2016, T-Mobile sent a courtesy text message reminder to the mobile number ending in [redacted] reminding Ms [redacted] that the funds were set to deduct from her bank account number ending on [redacted] by February 11, Regretfully the payment was once again returned to T-Mobile as unpaidFurther records confirm that the payment arrangement established for February 25, was not deducted from Ms***’ bank account, and as such on February 28, 2016, Ms***’ account was suspended for non-paymentIt is important to note that Ms***’ billing cycle runs from the 14th of the month to the 13th of the following month, with payment due on the 6thPursuant to T-Mobile policy, services to a customer’s account may be suspended when payment in full is not received by the payment due dateAs stated in our Terms and Conditions, if we suspend a customer’s service and later reinstate it, a fee may be assessedAccordingly, when Ms [redacted] made a payment and services were restored, the account was assessed a $restore-from-suspension fee per line of serviceT-Mobile considers these charges to be validHowever, in an effort to resolve this matter on March 15, T-Mobile issued a credit of $for the restore-from-suspension fees and applicable taxes to Ms***’ accountMs***’ account reflects a revised past due balance of $T-Mobile recommends that Ms [redacted] contact us to arrange for payment as soon as possible to prevent further collection activityBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSacny A [redacted] Executive Response

May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 5, 2017, regarding the above-referenced account T-Mobile regrets to learn of Ms [redacted] ’s dissatisfaction with our previous responseUpon review of our records, T-Mobile has confirmed that two attempts were made to reach Ms [redacted] at the number she provided to your office and we unfortunately were not able to reach her Please note that T-Mobile’s field-engineers reviewed the network nearest to Ms [redacted] ’s home and learned that things are functioning as expected save for a small amount of site congestionIt was also confirmed that enhancements were planned for the third quarter of to assist in alleviating this congestion Ms [redacted] ’s account was activated on March 22, and subscribed to the T-Mobile ONE Tax Inclusive rate plan for $per month which includes all applicable taxes and feesAt the time of activation, a credit of $was applied to the account per Ms [redacted] ’s request in the form of a balance transfer from her previous T-Mobile account number [redacted] Upon review of the previous account, T-Mobile has confirmed that it was activated on September 8, and canceled on December 14, however no payments were received during this timeframeIn fact, Ms [redacted] was issued credits outside of T-Mobile policies and guidelines that totaled $3,for a variety of reasons, including equipment costsThe credit balance was the result of these credits and not an overpayment by Ms [redacted] therefore it was transferred to her new T-Mobile account also outside of our policy On March 23, 2017, an Alcatel IDOL 4S handset was ordered for Ms [redacted] at full retail cost totaling $338.81, however no payment was collected and the cost was billed to her accountOn March 24, 2017, a credit of $was applied to the account to offset the cost of shipping despite the device being delivered within the intended timeframe On April 27, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG VhandsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $however no payment was collected and the down payment was also billed to her T-Mobile account On April 30, 2017, credits totaling $were applied to the account to offset the down payment and associated sales tax as a courtesy to Ms [redacted] in regards to the speaker issues she stated she was experiencing with her Alcatel IDOL 4S handsetT-Mobile revisited the account on May 1, and issued additional credits totaling $to offset various other chargesAs of the date of this letter, Ms [redacted] has received credits totaling $and has made no payments for her T-Mobile services Further review of the account confirms that, for the billing period spanning March 23, through April 22, 2017, Ms [redacted] used minutes with calls as long as minutes, successfully sent and received multiple text messages, and used 4.89GB of dataWhile T-Mobile does regret to learn that Ms [redacted] has encountered some difficulties, it is our position she has successfully used her servicesGiven the generous amount of credits Ms [redacted] has received for both her canceled account and currently active account, as well as the successful use of her T-Mobile services, we respectfully decline her request for any additional compensationAs of the date of this letter, the account reflects a balance of $which is due May 15, and is considered valid and owed T-Mobile would like to take this opportunity to remind Ms [redacted] that she is not bound by any contract and is able to cancel her T-Mobile service at any time if she feels we are not the right carrier to meet her needsIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information was disclosed within the EIP agreement provided at the time Ms [redacted] purchased her LG Vhandset and the EIP currently reflects an unpaid balance of $ Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

July 18, 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 10, 2017, regarding the above-referenced accountPlease advise that T-Mobile has resolved Ms***’s concern to her satisfaction T-Mobile regrets any concern Ms [redacted] encountered while completing the number transfer process to another carrierT-Mobile has reviewed the account and confirmed that on March 16, 2017, mobile numbers ending in [redacted] were transferred to another service providerThe arrangement to transfer the line of service was made directly with Ms***'s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms***'s new wireless service provider took control of itThere was also a request to transfer the number ending in ***, which T-Mobile respectively released for transfer on that same dayHowever, due to an inadvertent error, the number did not complete the transfer process leaving it active on Ms***'s accountT-Mobile regrets any inconvenience Additionally, T-Mobile records indicate Ms***'s account was enrolled in AutoPay on October 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 AutoPay On May 7, 2017, Ms [redacted] contacted Customer Care to inquire about the payment of $that was processed that day and was advised that due to the number ending in [redacted] not being transferred by the other company; she was billed for the current monthOn May 8, 2017, Ms [redacted] was advised that due to the number being released, she would need to contact her new provider to complete the transfer processOn that day, the other carrier completed the transfer of number [redacted] which completed the cancelation of Ms***’s T-Mobile account Please note that as Ms [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided on May 7, 2017, in the amount of $and on June 7, 2017, in the amount of $ Ms***’s bill cycle began on the 17th of each month and billed through the 16th of the following monthMs [redacted] was also billed in arrears and as such, the payment made on June 7, was applied to services billed through May 16, Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleThe balance of $consists of charges for services through the end of the final billing cycle dated May 16, However, in efforts to amicably resolve Ms***'s concerns, T-Mobile has offered to process a refund card in the amount of $for the two cycles billed after Ms***'s initial number transfer requestMs [redacted] accepted this offer and it was explained that she will have the refund card within seven to ten business daysMs***’s account remains cancelled with a zero balance 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

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 strives to provide all our customers with a world-class experience and we regret any inconveniences Mr [redacted] may have encountered T-Mobile appreciates the feedback Mr [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences T-Mobile records confirm that on July 9, 2016, Mr [redacted] participated in our Equipment Installment Plan (EIP) for an Apple iPhone 6S Plus handset on his mobile number ending in *** Mr [redacted] was not required to pay a down payment however; he agreed to monthly installment charges of $ Upon speaking with Mr [redacted] , he stated that the Apple iPhone 6S Plus handset was returned to T-Mobile After further research, T-Mobile confirmed that the Apple iPhone 6S Plus handset was returned to our National Return Center on April 7, In addition, on June 13, 2017, due to an inadvertent error, Mr [redacted] ’s mobile number ending in [redacted] was transferred to a new owner As Mr [redacted] states in his correspondence; he did not provide permission for authorized user to transfer the mobile number ending in [redacted] to a new owner Furthermore, the remaining EIP balance for a Samsung Galaxy Shandset pertaining to the mobile number ending in [redacted] was not transferred to the new account owner In an effort to amicably resolve this matter, on June 28, 2017, T-Mobile closed out the remaining EIP balance for Mr [redacted] ’s Apple iPhone 6S Plus handset and his Samsung Galaxy Shandset Additionally, T-Mobile removed the monthly EIPs and prorated charges for Mr [redacted] ’s billing statement dated June 7, in the amount of $ Mr [redacted] accepted this as a resolution and would not like the mobile number ending in [redacted] returned to his T-Mobile account As of June 28, 2017, Mr [redacted] ’s account balance is $128.11, which consists of his current monthly recurring charges T-Mobile regrets any inconvenience to Mr [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 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 Ligia M [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and, while a couple points need some clarification, I find that this resolution is satisfactory to meThank you for your help, [redacted]

November 21, 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 November 13, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountT-Mobile regrets any concerns Ms [redacted] experienced regarding charges for a third line of service billed to the accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’ contact with our retail locationT-Mobile records indicate on April 11, 2015, a Mobile Internet line ending in [redacted] was activated and subscribed to our 5GB Match Your Phone Data plan for $per monthOn April 30, 2016, Ms [redacted] visited a T-Mobile retail location for assistance with updating a System Identifying Module (“SIM”) card for one of the voice lines on her accountDue to an inadvertent error, our Premium Handset Protection feature was added to Ms [redacted] ’ line ending in [redacted] for $per monthIn August 2016, T-Mobile ended the Mobile Internet rate plan the line ending in [redacted] subscribed to and the rate plan was changed to our 5GB Mobile Internet rate plan for $per monthThis new plan qualified for a $monthly discount and Ms [redacted] did not see an increase to her monthly billing statementsMs [redacted] was charged $for the line ending in [redacted] from April 11, 2015, through November 15, 2016, and this charge consisted of the Mobile Internet rate plans as well as the Premium Handset Protection featureOn November 12, 2016, Ms [redacted] received an adjustment in the amount of $as indicated in her correspondence to your officeUpon speaking with Ms [redacted] November 15, 2016, T-Mobile advised her that she is required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesHowever, in an effort to amicably resolve this matter, T-Mobile placed an additional credit in the amount of $for the remaining charges Ms [redacted] was billed for her line ending in T-Mobile has cancelled this line for Ms [redacted] T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJennifer G [redacted] Executive Response

December 27, 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 December 18, 2016, 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 her concerns within this letterT-Mobile regrets any billing concerns Mr [redacted] may have experiencedT-Mobile certainly regrets to hear that Mr [redacted] has questions about the Equipment Installment Plan (“EIP”) payoff payment made to his 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 Mr [redacted] made a payment of $59.97on November 3, 2016, that was intended to pay off his outstanding EIP for the Nexus purchased on February 23, 2015, for $Our records confirm that at the time Mr [redacted] remitted his EIP payment, there was a balance owed of $for the October 24, 2016, billing statementThe payment covered that balance and left a credit balance of $Then, when the billing cycle closed, the charge for the EIP payoff of the handset was assessed to the November 24, 2016, billing statement as a chargeBe assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Mr [redacted] is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoffIt is T-Mobile’s position that Mr [redacted] ’s was billed correctly and the charges were valid and owedNevertheless, in an effort to amicably resolve Mr [redacted] ’s concerns on December 26, 2016, T-Mobile issued a credit for $This credit will reflect in five business days in Mr [redacted] ’s Visa card ending in T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding this matterBased 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

July 9, 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 2, 2015, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfactionT-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as a The T-Mobile Advantage ProgramThis is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedThe $one-time credit offer is available with the grandfathered Advantage Program based on the individual discount offeredT-Mobile records confirm that on December 27, 2014, Mr [redacted] activated his T-Mobile accountBased on Mr [redacted] date of activation he qualifies for the current Advantage Program which offers a $Reward Card for each new device or tablet that is purchasedNevertheless, in an effort to amicably resolve the matter, T-Mobile has migrated Mr [redacted] account to the grandfathered Advantage Program, which offers an ongoing 15% monthly discount of Mr [redacted] monthly access charges, which will appear on Mr [redacted] next billing statementPlease note that Mr [redacted] may be required to annually re-verify his employment or affiliation in order to retain the discountWhen verification is not provided timely, the discount is expiredIn addition, upon speaking to Mr [redacted] , on July 7, 2015, T-Mobile applied a courtesy credit in the amount of $toward Mr [redacted] account which is equivalent to five months of Mr [redacted] grandfathered Advantage Program discountPursuant to our conversation with Mr [redacted] , his concerns have been fully resolvedT-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 the address below or [redacted] Very truly yours, T-MOBILE USA, INCBrandon M [redacted] Executive Response

February 23, 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 February 9, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with his account billing and our Carrier Freedom programPlease be advised that the Carrier Freedom program does not pay the previous carrier directly, but is intended to be a reimbursement of the Equipment Installment Plan ("EIP") or ETF up to $per line that meets the program eligibilityPlease note that Mr [redacted] initial submission was denied as his account was not in good standing therefore a reimbursement card was not sentT-Mobile records confirm that on July 10, 2015, and on November 25, 2015, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch handsetPlease note that on December 9, 2015, Mr [redacted] returned his Alcatel One Touch handset within the return periodAdditionally, Mr [redacted] took advantage of our leasing option under our JUMP! on Demand (“JOD”) offering with the leasing of two Samsung Galaxy ShandsetsPlease note that JOD is a leasing, not purchasing option and does not include the Premium Handset Protection coverageJOD 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 costCustomers 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 provided a day return period which allowed Mr [redacted] to use the equipment to see if it meets his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseIt is important to note that Mr [redacted] was outside the return period for the two Samsung Galaxy ShandsetsOur records confirm that on November 25, 2015, Mr [redacted] activated additional lines ending in [redacted] Moreover, our records confirm that on December 6, 2015, Mr [redacted] transferred his mobile numbers ending in [redacted] and [redacted] to another service providerMr [redacted] account still had three active numbers on the account at the time of the port out and on January 6, 2016, pursuant to his request upon calling Customer Care, T-Mobile cancelled the remaining lines on the accountAccordingly Mr [redacted] was billed through January 6, 2016, on his following billing statementAdditionally, if a customer has an open EIP or JOD and the account is canceled, any remaining open EIP and JOD balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP and JOD agreement provided at the time of purchaseSo when Mr [redacted] account was cancelled the remaining balance of $1,was accelerated to the final bill dated January 24, 2016, bringing the total balance owed to $1,853.99, which is comprised of his monthly recurring charges from the billing statements dated October 24, through January 24, and the accelerated JOD paymentsIn an effort to amicably resolve Mr [redacted] concerns, on February 17, 2016, T-Mobile issued a credit in the amount of $551.93, equivalent to the two months of service and the startup costs for the three lines of service that were activated on November 25, Additionally, T-Mobile applied an adjustment of $to Mr [redacted] account, which is equivalent to the two early termination fees from his previous carrierT-Mobile also placed a day collection hold on Mr [redacted] account as he has advised T-Mobile that he will pay off the equipmentAt which time, Mr [redacted] will need to contact me at the number provided below to get the handsets unlockedPlease note that Mr [redacted] account remains cancelled with a balance of $1,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, INCRuben A [redacted] Executive Response

April 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Pre-Paid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 25, 2016, regarding the above-referenced account Please be advised that we made an attempt to contact Ms [redacted] via her mobile number ending in ***, which proved unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter In our letter to your office dated April 19, 2016, T-Mobile advised that Ms [redacted] ’s rebate was originally declined However, on April 18, 2016, in an effort to amicable resolve Ms [redacted] ’s concerns, T-Mobile mailed a $pre-paid refund card in lieu of the mail in rebate to the mailing address of record, [redacted] *** It is important to note that as the submission was processed manually, Ms [redacted] will not be able to view her rebate through the website Additionally, as the business day time frame has not lapsed we request that Ms [redacted] wait the appropriate amount of time to receive her rebate card 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 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 Shannon R [redacted] Executive Response

May 22, 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 10, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] has in regards to our JUMP! upgrade program and his daughter’s returned deviceT-Mobile records confirm on September 11, 2016, a JUMP! upgrade order was placed for an iPhone Rose Gold 32GB device for Mr***’s number ending in Please note that the mobile number ending in [redacted] was previously using an iPhone 6S Rose Gold 16GB device with serial number [redacted] which was expected to be returned as part of the JUMP! upgrade Regretfully, T-Mobile records do not indicate any calls were received regarding the iPhone 6S returned device until Mr [redacted] called on April 19, At that time, Mr [redacted] called and a research form was filed to locate the missing deviceA hold was placed on the account as a courtesy to keep it from suspension while this matter was in disputeAdditionally, on April 30, 2017, a courtesy credit of $was applied for the iPhone 6S monthly EIP charge We are pleased to report that on May 9, 2017, the Handset Research Team confirmed that we received the device and in accordance with our JUMP program, T-Mobile closed the EIP for the iPhone 6S Rose Gold 16GB with serial number [redacted] Five additional credits of $were applied to the account, providing a total of six credits for previously billed monthly EIP charges Please be advised that on May 15, 2017, T-Mobile applied an additional credit of $to provide a total of seven months’ worth of EIP credits for the iPhone 6SMr***’s current account balance was reduced to $On May 18, 2017, we spoke with Mr [redacted] and confirmed the iPhone 6S device was received, the EIP was closed and credits have been applied for the last seven monthsMr [redacted] stated he understood and accepted this resolutionT-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Daniel R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Going over the data points in the responseChristinia claims that on Oct(a day after I was removed from my account) I was added back as an authorized userBoth my son and I deny that and demand proof if that strange (to say the least) event.Thank you for your help in achieving TM admissions that my account was inadvertently changed and having it repaired by restoring my original planThat happened as a result of our recent phone conversation - otherwise my plan would have cost me moreAnd it still remains to be seen when I get my next bill in SetAlto they would have needed to refund me the extra $200+ and prorated month's overcharge in order to completely restore meI believe that I am at a $shortfall looking at the credits applied compared to the extra charges.In addition I did not receive any $5/line credits for auto pay - which I had until they messed up Obviously I could not continue with auto pay in this situation and since they caused my removing it they should be responsible to honor itMsS [redacted] promised me an email after our phone conversation confirming our agreement - an email I never receivedDuring our phone call we discussed the erroneous charges - one for a call I never made and a $charge for a cell spot router that is in addition to the that I already haveShe promised to look into that and remove the charge.I appreciate the corrections and acknowledgements made by TM and wish this dispute never had to happenIt showed an earlier case of bad faith in TM - is an unfair business practice of tMI am glad you have it for your recordsAnd I am glad to have in writing (again) that TM intends to bill me as agreed.Thank you[redacted] Sincerely, [redacted]

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 12, 2017, regarding the above-referenced account After careful review, it is T-Mobile’s position that [redacted] and [redacted] are one and the same T-Mobile regrets any handset concerns Ms [redacted] has experienced T-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy Light handset on September 30, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her device During the Limited Warranty period, Ms [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage T-Mobile records confirm that on January 30, 2017, Ms [redacted] entered into an Extended Payment Schedule (“EPS”) by receiving a credit of $and agreeing to a series of eight monthly installments of $ It is important to note that when customers have an active EPS on their account, they are not eligible for handset upgrades on Equipment Installment Plans (“EIP”) On July 9, 2017, Ms [redacted] contacted T-Mobile because her Samsung Galaxy Light handset was not working properly Since the Limited Warranty had expired on the Samsung Galaxy Light handset, Ms [redacted] was unable to utilize T-Mobile’s Handset Exchange Program At that time, Ms [redacted] requested to upgrade her son’s handset by utilizing our EIP However, due to the active EPS on Ms***’s account, she was unable to utilize our EIP T-Mobile records confirm that Ms [redacted] cancelled her mobile number ending in on July 10, On July 14, 2017, Ms [redacted] cancelled her mobile number ending in [redacted] when she ported the number to another service provide At that time, Ms [redacted] participated in a rate plan change by selecting the T-Mobile ONE individual rate plan for $monthly On July 23, 2017, in an effort to amicably resolve this matter, T-Mobile issued a courtesy credit in the amount of $for the remaining EPS balance and monthly access charges from June 11, through July 10, Ms***’s account currently reflects a zero balance and she is now eligible to upgrade with EIP 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 William B [redacted] Executive Response

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 31, 2016, regarding the above-referenced accountT-Mobile regrets any misunderstanding Ms [redacted] may have experience regarding her account billingMs [redacted] account was established in a bill in arrears in which her billing cycle ran from the 29th of one month through the 28th of the following month with payments due on or before the 21st of the monthT-Mobile records confirm that during the month of October 2015, Ms [redacted] had a past due balance of $which included the monthly recurring charges and monthly Equipment Installment Plan (“EIP”) charges, taxes and fees billed from July 29, through September 29, 2015, in addition the billing statement reflected current charges of $for the prorated monthly recurring charges billed from September 29, through October 10, 2015, monthly EIP charges, late fees, taxes and fees totaling the amount of $due on or before November 21, As payment was not received on November 5, 2015, Ms [redacted] account canceled for non-paymentPlease note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Ms [redacted] agreed to an EIP for the mobile number ending in [redacted] on July 19, with the purchase of a Samsung Galaxy SAs the account canceled, the remaining EIP balance of $was accelerated and posted to the final billing statement dated November 29, Ms [redacted] total balance due was of $in which T-Mobile attempted to collect the balance via text messages and automated phone callsAs our attempts were unsuccessful, T-Mobile turned Ms [redacted] account over to an outside collection agency, AmSherAs Ms [redacted] account is being handled by an outside collection agency, a collection fee of $was added to her account updating the accounts balance to $On February 4, 2016, T-Mobile contacted Ms [redacted] and agreed to accept payments of $a monthUpon paying off her account, T-Mobile will remove her account from collections instructing any negative reporting be removed from the collection agencyMs [redacted] has agreed to contact me directly for payment 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, INCSacny A [redacted] Executive Response