T-Mobile USA

April 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account T-Mobile regrets to hear of any concerns Mr [redacted] has experienced regarding a previous offer from the T-Mobile Customer Care teamPlease 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 Upon review of Mr***’s account, T-Mobile is unable to find record of a promised credit for the cost of two SIM starter kitsNevertheless, in an effort to amicably resolve the matter, on April 3, 2017, T-Mobile applied a credit in the amount of $toward Mr***’s account for the cost of his two SIM starter kits and applicable taxesMr***’s account remains active with a revised balance of $due on April 13, T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

July 25, 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 July 20, 2017, regarding the above-referenced account T-Mobile regrets any ongoing concerns Mr [redacted] has experienced regarding identity theft and allegations of fraudIn Mr [redacted] ’s correspondence, he indicates that T-Mobile has not attempted to contact him via phoneAdditionally, Mr [redacted] also expresses concerns with disclosing Personal Identifying Information (“PII”) via email communication Please be advised that upon receiving Mr [redacted] initial correspondence dated July 3, 2017, T-Mobile made the following attempts to contact Mr [redacted] : • July 6, 2017, T-Mobile attempted to contact Mr [redacted] at the number ending in ***We were unable to leave a voicemail, as Mr [redacted] ’s voicemail was full • July 7, 2017, T-Mobile attempted to contact Mr [redacted] at the number ending in ***We were unable to leave a voicemail, as Mr [redacted] ’s voicemail was full • July 7, 2017, T-Mobile contacted Mr [redacted] via emailIn our email, we advised Mr [redacted] to contact us via his choice of phone or email so that we may address his concerns • July 10, 2017, T-Mobile attempted to contact Mr [redacted] at the number ending in ***We were unable to leave a voicemail, as Mr [redacted] ’s voicemail was full • July 10, 2017, T-Mobile contacted Mr [redacted] via emailIn our email we advised Mr [redacted] to contact us via his choice of phone or email so that we may address his concerns Upon receiving your correspondence dated July 20, 2017, we attempted to reach Mr [redacted] once again at the number ending in ***Once again, we were unable to leave a voicemail, as Mr [redacted] ’s voicemail was fullAs we were unable to reach Mr [redacted] via phone, an email was sent to Mr [redacted] advising Mr [redacted] that he may contact me at the number below to provide the account number in question or his social security number as a means of locating his accountUpon receiving our email, Mr [redacted] contacted us via phone and provided the necessary information to locate the account in question as T-Mobile account number [redacted] As our fraud team is currently reviewing Mr [redacted] ’s concerns we will continue to work with him toward an amicable resolutionOnce information is received from our fraud team we will contact Mr [redacted] and apprise him of our findings Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Anthony M [redacted] Executive Response

June 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 June 5, 2017, regarding the above-referenced account We regret any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to work with him in resolving his concernsThe Equipment Installment Plan (“EIP”) with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the account balance It is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determinationOnce the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the storeHowever, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicatedOnce received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s current account balance within two to three billing cycles T-Mobile records confirm that as of October 1, 2016, Mr [redacted] has been subscribed to the T-Mobile ONE, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthT-Mobile records indicate that on October 8, 2016, Mr [redacted] was provided the option to trade in two iPhone handsets for a $tracredit for each handsetUnfortunately, the equipment arrived to the incorrect warehouse and for that reason Mr [redacted] was not provided the equipment trade in credits within the first two to three billing cyclesIn order to amicably resolve Mr [redacted] ’s concern T-Mobile has offered to issue two $credits to Mr [redacted] ’s T-Mobile accountIn a conversation with Mr [redacted] on June 8, 2017, he has agreed to the account credit which has brought the account balance from zero to a credit 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 Thania R [redacted] Executive Response

June 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 21, 2017, regarding the above-referenced account We regret any inconvenience this matter may have caused Ms***T-Mobile records indicate that on January 24, 2017, replacement equipment was ordered for Ms***’s non-working handset, and it was shipped to her on January 26, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such; Ms [redacted] was charged $on March 11, 2017, for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was disclosed to Ms [redacted] at the time the exchange was processed After further review, it has been found that the non-working equipment serial number has been in use on Ms***’s accountAs such, it is T-Mobile’s position that the non-return fee is valid and owedHowever, in an effort to amicably resolve this matter, T-Mobile has agreed to remove the non-return fee as an exception and block the serial number in questionMs [redacted] has accepted this agreement as a resolution T-Mobile records indicate Ms***’s most recent billing statement dated May 18, 2017, included a rolling passed due balance of $1,which includes the non-return fee of $849.73, new charges of $for monthly access charges and applicable taxes for services from May 19, 2017, through June 18, As of May 23, 2017, Ms [redacted] has accepted the credit of $for the non-return fee which then brought Ms***’s balance to $ T-Mobile provides a number of options for Ms [redacted] to pay outstanding chargesCustomers 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 her billing statement remittance slipT-Mobile regrets an y 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 Thania R [redacted] Executive Response

March 14, 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 February 28, 2017, regarding the above-referenced accountPlease be advised that T-Mobile made several attempts to contact Ms***, which have proven unsuccessful as such, we will make every effort to address her concerns within this letter T-Mobile regrets any concerns Ms [redacted] has regarding out $Off Select Devices With an Add A Line promotionPlease be advised that from January 11, 2017, through February 27, 2017, T-Mobile offered a $Off Select Devices With an Add A Line where customers can get $off the purchase of select equipment when adding a new line to their account As with any promotional offer, there are sometimes limitations that may disqualify a customer from obtaining certain promotions that T-Mobile may offerIt is important to note that T-Mobile reserves the right to change promotions at any timeAs such, the $Off Select Devices With an Add A Line did have an expiration date of February 27, Regretfully T-Mobile has no records of Mr [redacted] purchasing a handset or activating a new line of service during the promotional time frameT-Mobile does apologize about any confusion Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location In an effort to amicably resolve Ms***’s concerns, on March 4, 2017, T-Mobile applied a $credit to Ms***’s account to honor the discount and an order was placed for a Samsung galaxy OnhandsetPlease note that T-Mobile records reflect that Ms [redacted] activated a new line of service on March 5, Furthermore, on March 13, 2017, T-Mobile applied a courtesy credit in the amount of $bringing Ms***’s account to a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her 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

June 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 29, 2016, regarding the above-referenced accountWe are pleased to report that Ms [redacted] ’s concerns have been resolved to her satisfactionT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her billing concerns; we appreciate the opportunity to respond to this matterT-Mobile records indicate that on June 10, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP") offeringPlease note that EIP is an equipment purchasing option that allows customers the ability to acquire handsets and pay them off over a series of monthly installments which are added to their monthly billing statementOur records indicate that on June 10, 2015, Ms [redacted] purchased an LG Leon handset for use on her line ending ***, at the full retail price of $Please note that Ms [redacted] was not required to remit a down payment for this purchase, however she agreed to monthly installments in the amount of $T-Mobile records indicate that on July 10, 2015, Ms [redacted] qualified for, and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note handset, and OtterBox case, and a JBL Charge Plus speaker, at the total combined retail price of $909.82; Ms [redacted] ’s monthly installments were $29.16, $2.50, and $respectivelyT-Mobile records confirm that on January 8, 2016, Ms [redacted] ’s mobile number ending [redacted] was cancelled as this number was ported to an alternate service providerIt should be noted that the LG Leon handset for this mobile number would continue to bill as agreed as her account remained active with alternate mobile numbersOur records also indicate that on March 8, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Shandset, at the full retail price of $Please be advised that Ms [redacted] was not asked to remit a down payment for this handset; however, she agreed to a series of monthly installments in the amount of $for this purchaseT-Mobile records confirm that on March 19, 2015, Ms [redacted] contacted T-Mobile and advised that the mobile numbers ending [redacted] and [redacted] on her account were interested in opening their own T-Mobile accountPlease be advised that T-Mobile allows qualified customers to participate in a Change of Responsibility (“COR”), which provides the ability for mobile numbers to be transferred from one account to anotherQualified individuals may also have their EIP transferredOur records confirm that on March 19, 2015, Ms [redacted] ’s mobile numbers ending [redacted] and [redacted] were successfully removed from Ms [redacted] ’s account by way of CORPlease be advised that after Ms [redacted] ’s mobile numbers were transferred from her account, her estimated monthly charges were estimated to be $158.83, including estimated taxes and fees for two lines of service; however, this figure does not include her previously accepted EIP chargesPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s contact with our Customer CareT-Mobile records confirm that Ms [redacted] ’s billing statement dated May 9, 2016, carried a total balance as $Please be advised that $was considered past dueMs [redacted] was assessed $in current statement charges for monthly access, EIP, and applicable taxes and fees for service between April 10, 2016, and May 9, Please be advised that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by June 2, T-Mobile records indicate that on May 27, 2016, Ms [redacted] remitted a $paymentAccordingly, Ms [redacted] ’s account balance was updated to reflect that $remained as past due, and $remained due by June 2, Our records also confirm that on May 27, 2016, Ms [redacted] ’s account received $in account creditPlease note that these credits did not impact Ms [redacted] ’s past due amount, however her amount due by June 2, 2016, was updated to reflect $Our records do not indicate that Ms [redacted] remitted a payment toward her May billing statement by its respective due dateAs such, on June 3, 2016, Ms [redacted] ’s account balance was updated to reflect that $was past duePlease note that on June 6, 2016, T-Mobile contacted Ms [redacted] regarding her billing concerns, and although it is our position that her balance is valid, we offered a one-time $courtesy credit to her accountAdditionally, T-Mobile explained that her quoted amount does not include her EIP charges, and upon speaking with her, T-Mobile agreed to absolve her of the remaining charges associated with her LG Leon handset, and her JBL SpeakerAs a final gesture of good faith, T-Mobile offered to provide Ms [redacted] with a rate plan change to our Select Choice Family plan, which provides her with nationwide unlimited calling, text messaging and data with five gigabytes of smartphone mobile hotspot, at a reduced price of $per month, plus taxes and applicable feesPlease note that Ms [redacted] is aware that her quote for services does not include her remaining EIP charges for her Samsung equipment and accessoryPlease be advised that Ms [redacted] accepted this as a resolution to her concernsAccordingly, T-Mobile provisioned Ms [redacted] ’s plan change, absolved her of the remaining EIP balances for the LG Leon and JBL Speaker, and applied her courtesy creditMs [redacted] ’s account remains in an active status with a $balance, for monthly access, applicable taxes and fees for service between April 10, 2016, and May 9, As a final gesture of good faith, T-Mobile has secured Ms [redacted] ’s account from being impacted by a payment delinquency suspension through June 18, 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, INCJason A [redacted] Executive Response

December 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 November 29, 2016, regarding the above-referenced account We are pleased to report that we have resolved Mr [redacted] concerns to his satisfaction We are sorry to hear that Mr [redacted] had any concerns regarding our Black Friday PromotionFrom November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with an unlimited data feature who traa qualifying fully owned Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy Sedge, or LG Vfor free after bill credits Our records reflect that Mr [redacted] purchased a Samsung Galaxy SEdge device on November 25, 2016, during the Black Friday promotionAs his original device, the LG Gwas not yet paid in full, Mr [redacted] was asked to make a one-time payment in the amount of $in order to qualify for the promotion, even though he subscribes to JUMP! featureIt is important to note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device Customers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device when they enrolled in JUMP!with no waiting period However, in order to qualify for this particular offer the traded in phone had to be fully paid off and could not be combined with the JUMP! Upgrade optionNonetheless, as a courtesy and an effort to amicably resolve Mr [redacted] ’s concerns regarding the additional payment, T-Mobile offered to reimburse his one-time payment of $as a bill credit, leaving his account with a credit balance of $ Additionally, our records reflect that Mr [redacted] was subscribed to Simple Choice Unlimited with $6GB of data and was changed to the T-Mobile ONE to meet the rate plan qualification for the offerWe apologize if it was not Mr [redacted] ’s intentions to change the planTherefore, on November 29, 2016, T-Mobile contacted Mr [redacted] and offered to reverse the plan change and move his back to the Simple Choice Unlimited and simply add on the unlimited internet for $a month; allowing him to keep the benefits of his previous plan and still take advantage of the Black Friday Promotion to receive his device for free after the bill credits which he has accepted and considers this matter resolved to his satisfaction 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

August 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 July 30, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] may have experienced regarding the Change of Responsibility (COR) guidelinesA COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountOn December 16, 2014, Mr [redacted] assumed responsibility of the mobile number ending in [redacted] and also the associated Equipment Installment Plan (EIP)An EIP transfer from one account to another account can only be completed onceOn June 22, 2015, Mr [redacted] requested to complete a COR for the mobile number ending in ***Mr [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedT-Mobile records indicate that on June 22, 2015, the potential responsible party was advised of a deposit requirement and declined to complete the requested COROn July 26, 2015, the COR was accepted by the potential responsible party and completedThe party also agreed to pay the remaining balance on the Samsung Galaxy ShandsetThe EIP plan has been closed on Mr [redacted] accountMr [redacted] account has a single active line of service on a $Simple Choice North America Unlimited Talk and Text rate planThe account currently reflects a zero balanceT-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 [redacted] Very truly yours, T-MOBILE USA, INCPancho Q Executive Response

February 7, 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 January 28, 2017, regarding the above-referenced account T-Mobile regrets any continued inconvenience that Ms [redacted] may have experienced in regards to her T-Mobile account It is important to note that T-Mobile records calls randomly for quality and compliance purposes onlyAs such, the phone call(s) that have occurred between Ms [redacted] and T-Mobile will not be listened to in order for T-Mobile to determine what transpired between Ms [redacted] and T-Mobile’s Customer Care department T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contacts with T-Mobile As T-Mobile advised MrMs [redacted] in our previous correspondence to your office, T-Mobile records indicate Ms [redacted] ’ account has been on our $Simple Choice North America Unlimited Talk, Text and 10GB with Lines rate plan since July 3, There is a $additional line fee for the fifth line of service, $per line of service for Premium Handset Protection, and $for our Family Allowances feature for a total of $per month plus applicable taxes and fees Furthermore, as T-Mobile advised Ms [redacted] in our previous correspondence to your office, our records reflect that Ms [redacted] accepted an Extended Payment Schedule on July 27, 2016, for a balance of $to be billed in monthly installments of $for the next eight billing statementsThe balance at that time was reduced to zero due to this arrangement As T-Mobile advised in our previous correspondence to your office, it remains T-Mobile’s position that the out-of-warranty fees that Ms [redacted] was previously billed for were validly assessed to the account T-Mobile records indicate that on December 22, 2015, Ms [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the leasing option of the following handsets: • An Apple iPhone 6S handset for use on the mobile number ending in ***, • A Samsung Galaxy Note handset for use on the mobile number ending in ***, and • A Samsung Galaxy Note handset for use on the mobile number ending in *** JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in installmentsShould the customer choose to retain the device at the end of the months they are provided with a lease purchase option price to own the deviceIt is important to note that should the account be cancelled before the end of the month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement Please be advised that at the time of Ms [redacted] ’ purchases, she was not required to make a down payment and rather she agreed to pay monthly installments in the amount of $plus tax on each Samsung Galaxy Note handsetAdditionally, Ms [redacted] was not required to make a down payment on the Apple iPhone 6S handset and rather she agreed to pay monthly installments in the amount of $plus taxMs [redacted] then also agreed to pay a final purchase option price in the amount of $on each Samsung Galaxy Note handset and a final purchase option price in the amount of $on the Apple iPhone 6S handset T-Mobile records further indicate that on December 22, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Beats by Dre Pill Plus Speaker and a screen protector and case for her Samsung Galaxy Note handsetEIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsBased on Ms [redacted] ’s personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail priceMs [redacted] then agreed to a series of monthly installments in the amount of $ Please note that all of Ms [redacted] ’s financed equipment that is mentioned above totals an additional $per month before applicable taxesAs such, Ms [redacted] should expect to receive an estimated monthly billing statement in the amount of $per month before applicable taxes and feesThis amount consists of her rate plan and optional features, her financed equipment, and her Extended Payment Schedule paymentsHowever, this amount does not include applicable taxes and feesIt is T-Mobile’s position that Ms [redacted] is being billed accurately and we respectfully decline to apply any additional compensation to the account 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 1-877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Tiffany C [redacted] Executive Response

June 30, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any unauthorized account activity Ms [redacted] has experiencedPlease note that T-Mobile takes account security seriouslyIn order to receive a copy of the account information, we request that Ms [redacted] complete the Identity Theft Affidavit supplied by the Federal Trade CommissionThis is available on-line at https://www.identitytheft.govIn addition to the affidavit, we request that Ms [redacted] file a police report regarding the identity theftA copy of the police report, a written request for the information, a photo ID, along with the completed affidavit can be sent to: T-Mobile Attn: Fraud Management SE 38th Street Bellevue, WA Upon receipt of the completed documents, we will review them and advise Ms [redacted] of our findingsT-Mobile encourages Ms [redacted] to continue contact with the three major credit bureaus to make them aware that she has been a victim of identity theftThey will instruct Ms [redacted] further on how to protect herself against future fraudulent activity T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC William B [redacted] Executive Response

May 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 15, 2016, regarding the above-referenced prepaid numberWe are pleased to confirm that Ms [redacted] is satisfied with our resolutionWe regret losing Ms***’s business and her concerns with her refund of her servicesAs of the time of Ms***’s purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a 14-day return period which allowed Ms [redacted] to use the equipment to see if it meets her 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 serviceOn May 10, 2016, T-Mobile records indicate Ms [redacted] chose to return her purchased equipment and cancel her prepaid servicePlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” In an effort to amicably resolve Ms***’s concerns however, T-Mobile refunded the remaining difference in her account balance equaling $in the form of a mailed prepaid refund cardWe request Ms [redacted] to please allow seven to ten business days for deliveryFor questions regarding approved refund, Ms [redacted] may contact Citibank at 1-800-522-Ms [redacted] accepted this refund as resolutionT-Mobile regrets any inconvenience to Ms***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, INCKimo C [redacted] Executive Response

June 30, 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 18, 2017, regarding the above-referenced accountT-Mobile records show that the account holder of record is [redacted] , and [redacted] is listed as an authorized user on the accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns Mr [redacted] experienced regarding the T-Mobile account in questionT-Mobile records confirm that Mr [redacted] enrolled in T-Mobile’s Pixel PromoThe promotion offered new and existing customers who brought a Google Pixel to T-Mobile to receive $in bill credits when registering online and signing up for a T-Mobile ONE rate planDue to an inadvertent error, this caused Mr [redacted] to receive the credits inconsistently on the account T-Mobile records also reflect that when the account added the three additional mobile numbers ending in [redacted] on May 14, 2017, that the bill produced May 28, 2017, resulted in prorated charges for a new rate plan in advance after Mr [redacted] had been billed for the services for the existing billing period on the billing statement dated April 28, Please note that effective May 20, 2012, all new individual-liable postpaid customers who activate a new line of service will be billed in advance monthly recurring charges (“MRC”) On June 30, 2017, T-Mobile contacted Mr [redacted] , and informed him that as his previous rate plan was a grandfathered rate plan, the account could only have up to eight lines of service, resulting in the change to the MRC being $per monthAfter confirming the registration of the Pixel Promo, T-Mobile issued a lump sum adjustment in the amount of $for each of the six lines showing eligible for the promotionAdditionally, T-Mobile issued a one-time bill credit in the amount of $for the prorated charges assessed as a result of the rate plan change when activating the new lines of service, leaving the account open with a credit balance of $1,Pursuant to our conversation, Mr [redacted] 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 Adrianne F [redacted] Executive Response

September 2, 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 25, 2016, regarding the above-referenced accountT-Mobile regrets any number porting concerns Ms [redacted] has experiencedT-Mobile records indicate that on August 18, 2016, a request was made to have Ms [redacted] ’s mobile number ending in ported from [redacted] to T-MobileHowever, due to an inadvertent error, T-Mobile was unable to complete the poprocess until August 31, In an effort to amicably resolve this matter, T-Mobile issued a credit to Ms [redacted] ’s account in the amount of $for monthly access charges from August 11, 2016, through September 10, Ms [redacted] ’s account currently reflects a zero balanceT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [redacted] Executive Response

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 12, 2017, regarding the above-referenced accountWe are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction We regret any inconvenience to Mr [redacted] regarding our JUMP! On Demand (“JOD”) lease program and we appreciate the opportunity to address his concernsT-Mobile records indicate on October 31, 2017, Mr [redacted] took advantage of his JOD upgrade option and leased two Apple iPhone X 64GB Space Gray devices for the lines ending in [redacted] and ***The new devices were priced at $each and Mr [redacted] agreed to monthly installments of $and a Purchase Option Price (“POP”) of $eachFor both lines of service, Mr [redacted] turned in both his previous Apple iPhone Plus 32GB Black devices and the leases were effectively closed that same dayHowever, as Mr***’s billing cycle had just started on October 25, 2017, the new billing statement included both the lease charges for both iPhone Plus devices for a total of $ It is important to note, as device upgrades with our JOD program would have to be done in the middle of a billing cycle, it is inevitable to avoid being charged for both the previous device and the new device on the same billing statementT-Mobile has provided this information to Mr [redacted] for future reference Nonetheless, in an effort to amicably resolve Mr***’s concern, on December 15, 2017, T-Mobile applied a credit of $Mr [redacted] accepted the credit and the explanation of the JOD lease charges as resolution to his concernsOn December 16, 2017, Mr [redacted] remitted a payment for a revised balance of $leaving his account at a zero balanceWe regret any inconvenience to Mr [redacted] regarding this matter and we appreciate his time and efforts in resolving it 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although I disagree with some of the comments in their response, I find that the resolution is satisfactory to me.T-Mobile did call me and committed to make changes in the way their customer representatives handled.I'd like to thank the Revdex.com for their help in getting this resolved Sincerely, [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 am sending the device back and it will be received by July 21, 2015.Thank you.Sincerely, [redacted]

November 28, 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 November 20, 2016, regarding the above-referenced accountT-Mobile regrets Mr [redacted] ’s concerns with regards to our “Friends and Family Lines On Us” offeringPlease be advised that customers who activated two new lines of service between November 18, and November 22, 2016, on our T-Mobile One or a qualifying Simple Choice rate plan can get up two to lines of service for freeIt is important to note that customers already on a promotional plan which includes a free line of service built into the current rate plan will only receive one additional free line, for a total maximum of two lines for free Additionally, if any lines of service were cancelled within the last days, and then re-activated during the promotional time period, with or without the same number, would not be eligible for the promotion as they would not be considered new lines of serviceOur records indicate that Mr [redacted] previously had four active lines of service and was one the promotional Simple Choice Family Match 6GB rate plan for $monthlyAs Mr [redacted] mentions in his letter to your office, on November 20, 2016, his fourth line of service was canceled at his requestTherefore, pursuant to the terms of the “Friends and Family Lines On Us” offering, should Mr [redacted] activate two lines of service, only his fifth line of service would qualify for free as the fourth line would not be considered a new activationWhile Mr [redacted] ’s fourth line of service does not qualify for a free line of service, T-Mobile would like the opportunity to amicably resolve this matterAs such, T-Mobile will continue to work with Mr [redacted] to reach resolutionT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The response is incorrectI, the TMobile associate at the store of purchase and a rep from TMobile over the phone spent an hour ending the account completely in Feb At that time the line ending in [redacted] was not transferedThe account was closedI paid the balance in full for amount owed on the acct & amount owed on the phoneNo one transferred any number at that timeI made it perfectly clear that account was to be closed completelyThey assured me it was closedJust like they assured me in May of Again, I spent hrs on the phone trying to get it straightened out & make sure it showed ACCOUNT CLOSEDWhen they stated they have sent multiple notices they did not include the multiple hrs I spent on the phone trying to show them the proof I had I closed that acct along with the sales clerk who also stated they closed the acctI don't want them to close the acct to keep me happyI want it to reflect they have drug me through the ringer since Feb of this year I accepct they finally did the right thingI do not accept they won't own up to their mistake [redacted] Sincerely, [redacted]

September 8, 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 September 1, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets any concerns Ms [redacted] experienced regarding her account and recent equipment purchaseOur records confirm that Ms [redacted] activated her account on September 5, 2014, and currently has five active lines of serviceOn July 23, 2016, Ms [redacted] used our Equipment Installment Plan (“Equipment Installment Plan”) program to purchase four Samsung Galaxy JhandsetsMs [redacted] was not required to remit a down payment, and she agreed to monthly installments in the amount of $per handset, billed to her monthly billing statement with her regular monthly access chargesAt the time of Ms [redacted] ’s purchase, T-Mobile offered a promotion which allowed Ms [redacted] to receive one of several devices, including the Samsung Galaxy J7, at no cost, after a monthly creditIt is important to note that this promotion required Ms [redacted] change her rate plan to a qualified planRegrettably, our records confirm that Ms [redacted] did not change her rate plan to a qualified planAs such, Ms [redacted] was not eligible for the promotional offerHowever, in an effort to amicably resolve Ms [redacted] ’s concerns, on September 7, 2016, T-Mobile closed the EIPs for each of the Samsung Galaxy Jhandsets purchased on July 23, As such, Ms [redacted] will no longer be billed for the handsets on her monthly billing statementAdditionally, a credit in the amount of $was issued to her account for the billed handset installmentsMs [redacted] ’s account remains active, with a credit balance of $T-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

April 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Ms [redacted] but have been unsuccessful therefore we will make every effort to address her concerns within this letterAdditionally, T-Mobile has deemed Ms [redacted] and Ms [redacted] * [redacted] is the same person T-Mobile regrets Ms***’s concerns regarding the creation of her payment arrangementAs Ms [redacted] indicates in her correspondence to your office, T-Mobile declined to create a payment arrangement without her banking informationPlease be advised however our records indicate on March 29, 2017, a payment arrangement was successfully made with Ms [redacted] with regard to her outstanding balance of $set to be paid on April 10, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent 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 Kimo C [redacted] Executive Response