T-Mobile Usa Inc

July 6,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** *** Your File No*** T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 25, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulTherefore, we will make every effort to address Mr***’s concerns within this response
T-Mobile regrets any inconvenience Mr*** may be experiencing in regards to the service in his areaT-Mobile records indicate Mr***’s last contact in regard to service concerns was on April 19, 2016, where troubleshooting was performed and his issue was resolvedAdditionally, our records indicate a SIM card replacement was processed on February 7, 2017, due to Mr*** purchasing two iPhone Plus handsets and not due to service concernsIt is important to note that on June 24, 2017, Mr*** called Customer Care regarding service concerns but he respectfully declined to troubleshoot and work with our Technical Support team
T-Mobile regrets any coverage concerns Mr*** may be experiencingUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile would like the opportunity to speak and work with Mr*** regarding his coverage concernsHowever, we need Mr*** to contact me directly at the number listed below so we may gather needed information so our engineers may review Mr***’s coverage concernsAs a gesture of goodwill, T-Mobile is offering an account credit in the amount of $Should Mr*** choose to accept this credit and work with us toward a resolution he may contact me at the number listed below within 14-days of the date of this correspondence
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareT-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***
Very truly yours,
T-MOBILE USA, INC
Carlos T*** Executive Response

January 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** T-Mobile Account Holder: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 31, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountT-Mobile regrets any continued frustration Mr*** has encountered with our JUMP! On Demand and JUMP! programsAs Mr*** states in his correspondence, he has been listed on the above account as an authorized userTherefore, Mr*** is authorized to manage the account on behalf of *** *** and can therefore make changes as well as order equipmentAuthorized users cannot however request cancellation of the account or activate new numbers as these requests must be handled by the account holderAs stated in our previous response, the equipment on Mr***’s account is financed through an Equipment Installment Plan (“EIP”) loanIt is important to note that customers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per month period beginning six months after enrollmentFollowing the initial launch of our JUMP! program, we made some changes and launched the new JUMP! feature wherein customers who are enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodCustomers who were subscribed to the initial JUMP! feature were not required to change to the new JUMP! featureFinally, as stated in our previous correspondence, since Mr***’s equipment is financed through an EIP loan, he is not eligible to trade in his equipment toward a JUMP! On Demand (“JOD”) leaseMr*** or Mr*** must first pay the existing EIP loan balance in full before their equipment is eligible to trade toward a JOD lease, or any JOD lease promotionsMr*** may verify the outstanding balance for the EIP loans by visiting www.T-Mobile.comT-Mobile regrets any inconvenience to Mr***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*** Very truly yours, T-MOBILE USA, INCBrian W*** Executive Response

December 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** 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 accountPlease note that T-Mobile responded to these concerns via file number ***T-Mobile records reflect that Mr*** purchased an Apple iPhone Plus 16GB handset on January 30, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder 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 damageT-Mobile records reflect that Mr*** participated in the Limited Warranty Exchange on November 17, Unfortunately, due to inventory issues, there was a 36-day backorder for this handsetHowever as a courtesy to Mr*** on November 22, 2016, T-Mobile was able to successfully place an exchange for a replacement Apple iPhone plus 16GBThis device was shipped and was delivered to the address listed in the correspondence from your office dated November 26, However, per Mr*** this handset was never received, so on December 7, 2016, T-Mobile replaced the order and blocked the IMEI from the original exchange and mailed another replacementThis device is expected to be received within five business daysPlease be advised that T-Mobile provided Mr*** with a return label to return his non-working Apple iPhone Plus 16GB handsetIf the device is not returned or returned damaged, T-Mobile would place either a non-return fee or an out-of-warranty fee of $on Mr*** account which he agreed toPlease note our records confirm that Mr***’ line ending in has remained active and we have been able to confirm daily talk, text, and webBased on the above we respectfully decline to issue compensationAgain, T-Mobile regrets any inconvenience to Mr***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***Very truly yours, T-MOBILE USA, INCJames G*** Executive Response

Revdex.com:
Revdex.com,
Within a couple of days after receiving word from you, T-Mobile contacted us and resolved this issueThis would not have happened without your interventionI truly appreciate what you do on behalf of consumers who have a legitimate complaints
Thank you very
much for helping us in this regard
Sincerely,
*** *** (complaint #***)

February 1, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western ***Station Drive, Ste222DuPont, WA Re: *** *** Your File No*** T-Mobile Account No***To Whom It May Concern:T-Mobile USA, Inc
(“T-Mobile”) is in receipt of your correspondence January 23, 2018, regarding the above-referenced account. T-Mobile is delighted to have been able to resolve this matter with Ms***.T-Mobile is truly sorry to hear that Ms*** had anything but a great Un-Carrier experience while working with our team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret that Ms*** did not feel that was her experience with our Customer Care, and appreciate the opportunity to address her concerns. Pursuant to our previous response to your office, dated December 29, 2017, in response to file number ***, T-Mobile assisted Ms*** with an out-of-policy account collections hold, in order to allow her additional time to remit payment without suspension. However, as mentioned in our previous response, the collections hold expired on January 20, 2018, after which any remaining past due account balance would be eligible for collection activity. Please note that T-Mobile did not receive any additional payments during the time which the account was being held, and on January 22, 2018, Ms***’s account was suspended for non-payment with a balance owed of $544.70, as reflected on the billing statements dated November 12, 2017; December 12, and January 11, 2018. That same day, Ms*** contacted Customer Care to remit a payment in the amount of $222.00, reducing the balance owed to $In addition, Ms*** created a payment arrangement to restore services, and a restore-from-suspend fee was immediately added to the account balance, bringing the account to a revised balance owed of $345.10. Please note that Ms*** agreed to the following future dated payments in order to secure services: • Installment 1: January 29, -$69.02 • Installment 2: February 12, - $276.08Regarding Ms***’s concerns about the cost of her monthly services, please note that Ms*** has one line of service on our Simple Choice rate plan for $per month, with unlimited data for $per month, and JUMP! for $per month. Including taxes and fees, Ms*** is expected to pay $per month. Additionally, Ms*** has three payments remaining on her Equipment Installment Plan (“EIP”) for her Apple iPhone 6S Plus handset, which is charged at a monthly rate of $per month. Including her equipment, Ms*** is expected to pay $per month. Please note that a thorough review of Ms***’s billing statement history confirms that Ms***’s charges are being accurately assessed, with the only monthly variances being restore-from-suspend fees, payment support fees, payment arrangement fees and late payment fees. Upon reaching Ms*** to discuss this matter, T-Mobile advised on the ways in which additional fees can be avoided, including that payments and payment arrangements can both be processed online at My.T-Mobile.com or within the T-Mobile App in order to avoid the $fee which is assessed for each being processed by our Customer Care. Additionally, Ms*** can avoid restore from suspend and late fees by remitting payment in full within ten days of her account due date. Please note that it is T-Mobile’s position that Ms***’s account balance is valid and owed, and we would respectfully decline Ms***’s request for compensation regarding this matter. As a courtesy to Ms*** and in an effort to amicably resolve this matter, T-Mobile assisted Ms*** with a courtesy payment arrangement in order to secure her services. Please note that T-Mobile removed Ms***’s previous payment arrangement; however as this occurred on January 29, 2018, T-Mobile anticipates that Ms***’s previously agreed upon payment of $will withdraw from her selected payment method as expected. Then, Ms*** agreed to the following payments: • Installment 1: February , 2018- $180.00 • Installment 2: February 26, 2018- $145.00 Thereafter, on March 12, 2018, Ms*** indicates that she will be able to remit payment in full for the remaining balance owed for the account. T-Mobile advised Ms*** that if the payments above are not remitted as agreed, the account will be suspended for non-payment and we will be unable to honor further out-of-policy payment arrangements. T-Mobile also recommended that Ms*** change to our T-Mobile ONE rate plan in order to save around $per month, and instructed Ms*** to contact Customer Care or visit the T-Mobile App in order to make the changes. Ms*** accepted this offer and information as resolution in full to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***. Very truly yours,T-MOBILE USA, INC.Kayla J*** Executive Response

Complaint: ***I am rejecting this response because: They have not contacted me and did not respond to my last e-mail. Also when you terminate an account then the whole account goes away and not just part of it
first email
Good Afternoon,
The best number to reach me is at *** most days after 3pmWork nightsHowever I am not always able to answerSo to make things easier You can call my husband at ***-xxxx anytime after 3pm weekdaysOtherwise you can reach him anytime at ***xxxxI do want to thank you for your assistance in this matterThank you
*** and ***
Second email sent today in response to a phone messagecalled and left message with Jason, phone numbers removed from this response for security reasons
Got your phone message and tried to call yesterdayGuess you were busy. Will try again
You said we still had some active lines and these were terminated when the account was closed or should have beenI have never terminated an account with anyone that didn’t terminate the entire accountI really don’t get thatSo as mentioned before in several phone calls and a certified letter My account was terminated at the t-mobil office on Normandy blvd in Jacksonville, FLOn august 9th of This was done by phone at that office because we had to get some numbers from t-mobil to take to metroPCS just to get service from themWe were assured that the account was settledTo me common sense is when you remove your service that you are terminating, you are removing the entire account and not just part of itEven then it should have at least been mentioned instead of saying the account was closed. So here we are with me repeating myself againClose my account as it should have been, make sure the entire account is closed, and everybody will be happy
Thank you for your time
If this email doesn’t get there this time I will then write another certified letter addressed to you with this same info in itAnd again if I am not available then pls call my husband at *** * work late hours and he is up during the daytimeAlso I will check my spam filter just in case I don’t get an emailGot a letter from Revdex.com yesterday and will see what it says and answer accordingly and will mentioned that you are making an effort
*** ***
So we are attempting to resolve this and now my husband will also call today 12/17/

September 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated August 30, 2016, regarding the above-referenced accountT-Mobile regrets any JUMP! Upgrade concerns Mr*** has experiencedT-Mobile records confirm that on November 5, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Von his mobile number ending in ***EIP 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, Mr*** was asked to make a down payment which was the taxes on the full retail price of the device and agree to a series of monthly installments in the amount of $It is important to note that Mr*** is currently subscribed to T-Mobile’s JUMP! featureAs originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an EIP for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentOn June 18, 2016, Mr*** purchased a HTC through EIP on his mobile number ending in ***According to Mr***, he traded in his LG Vat this time as part of the JUMP! upgrade programPlease note that T-Mobile has no record of a JUMP! upgrade being performed or the traof his LG VNevertheless, on August 31, 2016, as a courtesy to Mr*** and in an effort to amicably resolve this matter, T-Mobile closed the remaining EIP balance for the LG Vand applied a $credit to the account for monthly EIP payments incurred from July 7, 2016, through September 7, 2016, for the LG VT-Mobile regrets any inconvenience to Mr***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***Very truly yours, T-MOBILE USA, INCWilliam B*** Executive Response

May 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: ***
***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 13, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms***’s satisfaction
We regret to hear that Ms*** has concerns regarding her accessory purchase. T-Mobile records indicate on March 14, 2016, that Ms*** financed a Symmetry handset cover on our Equipment Installment Plan (“EIP”) and agreed to monthly payments of $or a total cost of $39.99. T-Mobile records do not indicate that Ms*** returned the device
However, in an effort to amicably resolve the matter, on May 13, 2016, T-Mobile closed the associated EIP and credited the monthly payments already made on the handset cover and credited the cost of one month of service totaling $as a gesture of goodwill. Ms***’s account currently has a credit balance of $We regret any inconvenience Ms*** may have experienced as a result of this matter
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
David T***
Executive Response

May 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 7, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Ms***, she confirmed that her concerns have been resolved to her satisfaction
T-Mobile regrets any inconvenience Ms*** may have experienced in regard to the Free Add-A-Line: This One’s On Us! offerPlease be assured that T-Mobile strives to provide world-class service to all of our customers on 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
It is important to note that from March 1, 2017, through March 5, 2017, postpaid customers on an eligible plan who had a minimum of two voice lines could activate one additional line for free via monthly bill credits
T-Mobile records confirm Ms*** activated the above referenced account on April 16, 2016, with mobile number ending in On March 3, 2017, Ms*** activated two additional voice lines with mobile numbers ending in *** and *** during our Free Add-A-Line: This One’s On Us! offerPlease be advised it can take up to two billing cycles for the promotional Free Add-A-Line: This One’s On Us! monthly bill credit to reflect on the account
Regrettably, on April 26, 2017, T-Mobile records confirm Ms*** cancelled the voice line ending in ***As stated above, in order to qualify for the Free Add-A-Line: This One’s On Us! offer and receive the free line, customers must have a minimum of two active voice linesAs such, the cancellation of the line with mobile number ending in *** resulted in Ms***’s account not being eligible for the promotion
Review of the account confirms that T-Mobile applied an account credit in lieu of a refund to Ms*** on April 7, 2017, in the amount of $and a second credit on April 26, 2017, in the amount of $to cover any charges associated with line ending in ***Upon speaking with Ms*** on May 17, 2017, she confirmed that her concerns had previously been resolvedNevertheless, as a gesture of goodwill, T-Mobile applied an account credit which Ms*** accepted in the amount of $which resulted in a balance due of $on May 22,
In Ms***’s letter to your office, she states that a fourth line was activated on the above-referenced accountPlease note that T-Mobile records show no record of a fourth line having been activated on the accountT-Mobile regrets any inconvenience this may have caused Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Carlos T*** Executive Response

Subject: TmobileHi sorry I didn't know I had to respond to the email it did have a link on the messageI had been logging into phone and it looks differnt whenyou log into a computerT-MOBILE sent me replacement phone which is great they charged my account and said they would credit my account when they received old phone and that hasn't been taken care I've calling Zach since this Monday 12/when I got confirmation they had been delivered and he hasn't returned my calls

August 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid NoXXX-XXX-*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated August 11, 2016, regarding the above-referenced prepaid accountWe are pleased to report that we have resolved Mr***’s concerns to his satisfactionWe are sorry to hear that Mr*** had any dispute regarding his prepaid accountOur records reflect that Mr*** activated his prepaid account on November 9, Our records further reflect that as of May 13, 2011, Mr***’s prepaid status changed from a standard prepaid customer to a now grandfathered, Gold Reward memberPlease be advised the Gold Reward status can be reached one of two waysThe first is through an accrual of refills that total at least $The first refill following the final qualifying refill will be with Gold Rewards statusThe second way to achieve instant Gold Reward status is to purchase one refill coupon with a value of $Mr*** reached his Gold Reward through the first means by accruing refills that totaled $Gold Rewards provides our grandfathered prepaid customers with 365-day expirations regardless of refill amount as well as receiving 15% more minutes per refillIn order to maintain Gold Rewards status, a refill must be processed within days of the qualifying refillAccording to our records, Mr*** last refilled his account with a $payment on May 2, 2014, to bring his available balance to $However, as there payment was not completed before the day expiration, Mr*** minutes and balance expired, suspending the services and subsequently closing the account on August 1, Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Although it is T-Mobile’s position that Mr***’s account was closed accordingly, as a courtesy and in hopes that Mr*** will reconsider coming back to T-Mobile, we have offered to refund Mr*** his final balance of $by sending him a prepaid MasterCardPlease note that on August 18, 2016, T-Mobile contacted Mr*** and presented this offer as resolution to their concerns which he has accepted and considers this matter resolved to his satisfactionBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCChristina S*** Executive Response

August 16,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 5, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction
T-Mobile regrets any inconvenience Ms*** has experienced regarding her equipmentT-Mobile records confirm that on March 16, 2017, Ms*** purchased an LG Stylo Plus device on Equipment Installment Plan (“EIP”)EIP 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 installmentsT-Mobile records indicate that Ms*** paid off her EIP for the LG Stylo Plus device early on March 19,
By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account this warranty has been extended as she subscribes to the optional JUMP! featureDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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 offers a variety of handset replacement options to our customersAs you may be aware, T-Mobile offers its customers the ability to exchange their handset through our Customer Service department rather than having to contact the handset manufacture for repair or replacement of non-working equipmentAlthough Ms*** advises in her letter to your office that her issues are related to a software update of the equipment, T-Mobile has no record of any reported known issues with her device
T-Mobile contacted Ms*** and in effort to amicably resolve this matter, T-Mobile offered to provide Ms*** with a credit in the amount of $towards the purchase of any device of her choosing
Pursuant to our phone conversation, Ms*** advised she would like to purchase an LG GdeviceMs*** placed an LG Gdevice on EIP and T-Mobile adjusted $along with the taxes and fess of the device purchaseThis adjustment was applied directly to the equipment balance and the LG Gdevice currently has an EIP amount of $to be paid in monthly installmentsFollowing the device order, Ms*** advised this matter has been resolved
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***
Very truly yours,
T-MOBILE USA, INC
Jamen F* Executive Response

April 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 28, 2017, regarding the above-referenced account. T-Mobile regrets that Ms*** has concerns with the amount of her billing statements and with her experience with our Retail Sales Representative. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contact with our retail location T-Mobile records indicate that Ms***’s account was activated with four mobile numbers and one Mobile Internet (“MI”) line of service on October 29, 2015. Since October 29, 2015, Ms***’s account has been subscribed to our now grandfathered Simple Choice North America Unlimited Talk, Text and Data rate plan for $per month for four lines of serviceOn March 9, 2016, Ms*** added the optional Premium Handset Protection (“PHP”) for $per mobile number per month to her mobile numbers ending in and 7478. MsMoore’s MI line of service ending in is subscribed to our North America MI 5GB plan for $per month (after a $monthly MI bill credit). Ms***’s monthly service charges and optional PHP features total $per month before additional usage charges, taxes and fees. On October 29, 2015, Ms*** leased an Apple iPhone GB handset and a Samsung Galaxy Shandset with our JUMP! On Demand (“JOD”) leasing option; she agreed to pay 18-monthly installments on each device totaling $per month. Then on November 6, 2015, Ms*** purchased a Samsung Galaxy Tab with our Equipment Installment Plan (“EIP”). Ms*** was not asked to make a down-payment for the Samsung Galaxy Tab and she agreed to pay 24-monthly installments in the amount of $13.34. Due to promotions that Ms*** qualified for at the time of the EIP and JOD lease agreements, she is receiving $per month in monthly bill credits toward her EIP for the Samsung Galaxy Tab and JOD lease for the Samsung Galaxy Shandset With the EIP and JOD lease monthly installment charges, Ms***’s monthly billing statement totals $per month before additional usage charges, taxes and fees T-Mobile reviewed Ms***’s billing statements and we’ve confirmed that she is being billed accurately for the services to which she subscribes. Ms***’s billing statement dated January 1, reflected a total balance due in the amount of $for the monthly access charges, EIP and JOD monthly installments and taxes. The payment was due by January 22, 2017. On January 9, 2017, a credit in the amount of $was issued to the account for the promotional monthly bill credit that Ms*** receives toward the JOD lease for the Samsung Galaxy Shandset. On January 18, 2017, a payment in the amount of $was received, which left a remaining balance due in the amount of $The past due balance of $was carried over to Ms***’s billing statement dated February 1, 2017, the total balance due by February 22, was $245.62, which consisted of the past due balance, monthly access charges, the optional PHP features, EIP and JOD lease monthly installments and taxes. On February 4, 2017, a credit in the amount of $was issued to the account for the Samsung Galaxy Tab promotion and on February 8, a credit in the amount of $was issued to the account for the Samsung Galaxy Spromotion, which left a revised balance due in the amount of $223.28. On February 11, 2017, T-Mobile received a payment in the amount of $206.00, which left a revised balance due in the amount of $17.28. On March 3, 2017, T-Mobile issued the $promotional credit to the account, which left a past due balance in the amount of $that was carried over the billing statement dated March 1, 2017. Ms***’s billing statement dated March 1, reflects a total balance due in the amount of $240.24, which includes the past due balance of $and new charges for the monthly access charges, PHP features, EIP and JOD monthly installments and taxes. T-Mobile is billing Ms*** accurately and we would recommend that she pay the balance due on the account by the 22nd of each month to ensure active services. Ms*** has the option to remove the optional PHP features, which would reduce her monthly charges by $per month. Ms*** may also decide to change her rate plan to a current T-Mobile ONE rate plan and if she were to enroll in the AutoPay option she can save up to an additional $per month with our $per line AutoPay monthly billing discount Please be advised that the difference in price is the amount of taxes although the services and equipment charges total $before taxes are assessedPlease understand that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the tax. Geographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districts. Tax laws require that mobile service be taxed based on the subscriber’s Primary Place of use (“PPU”) which may or may not be the same as the subscriber’s billing address. It is T-Mobile’s position that Ms*** has been billed accurately for the rate plan and services to which she subscribes. As a gesture of goodwill and as final resolution in this matter, T-Mobile offered to issue a one-time $credit to Ms***’s account if she decides to continue serviceIn the alternative, if Ms*** decides to cancel the account we offered to accept her equipment back early, provided it’s in good condition, and close the leases. We hope to continue to serve Ms*** and she may contact me on my number below if she would like to accept our resolution offer. 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*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

July 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** Your File No*** T-Mobile Prepaid No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in
receipt of your correspondence dated July 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced in regards to her Mobile Device Unlock codeIt is important to note that device unlock codes are available to customers who meet our eligibility requirementsPlease note that prepaid account types must meet the following eligibility requirements: The device must have been used on the accountNo more than two unlock codes per line of service have been provided in a month periodThe line of service must have been active for the required days with the required $OR $in refills having been applied to the lineThe account must be in an active statusPlease note that Ms***’s prepaid account is eligible to receive a Mobile Device Unlock code for her deviceAs such, on July 19, 2016, T-Mobile emailed Ms*** with the Mobile Device Unlock code and instructions needed to unlock her deviceUpon speaking with Ms***, T-Mobile has determined that the Mobile Device Unlock code was successful and Ms***’s handset remains unlockedAs such, T-Mobile respectfully declines Ms***’s request for monetary compensationMs***’s prepaid account remains active as of the date of this letterBased 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*** Very truly yours, T-MOBILE USA, INCDiana J*** Executive Response

February 7,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 26, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr***’s concerns to his satisfaction
We regret to hear that Mr*** had any concerns regarding his T-Mobile billingAccording to our records, Mr***’s monthly charges consist of the T-Mobile ONE rate plan for $for the first two lines plus $for his third line of service plus applicable taxesAdditionally Mr*** has a mobile internet line of service for $per monthOur records also reflect that Mr*** is also subscribed to the optional Handset Protection Program for $per month on his number ending and In total his monthly charges are $plus taxes and surcharges
Additionally, Mr*** currently is paying $in Equipment Installment Plan (“EIP”) monthly payments, leaving his bill to be approximately $with taxesOn January 21, 2017, Mr*** signed up for AutoPay, which provides him with a $discount for each line of service on T-Mobile ONE, providing Mr*** with a $discount; therefore his monthly charges would be approximately $per month with taxes
Upon speaking with Mr*** on February 7, 2017, we have offered to convert him to our newest rate plan, the T-Mobile ONE Taxes Included, which will allow Mr*** to have a consistent bill of $plus his EIP paymentsAdditionally, as a courtesy, T-Mobile has issued a onetime credit for the difference in his rate plan from last month and the current month, leaving his account active with a credit balance of $98.90, which he has accepted this offer as resolution to his concerns 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***
Very truly yours,
T-MOBILE USA, INC
Christina S***
Executive Response

April 14,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Pre-paid NoXXX-XXX-***
To Whom It May
Concern:
T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced pre-paid numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr*** is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr*** should expect excellent coverage
Please note T-Mobile has worked with Mr*** regarding his concerns and on March 29, 2017, a trouble ticket was filed so our engineer team can further review the areaOur engineer team confirmed that Mr***’s area is currently undergoing network improvements which should be fully completed within the next six months
In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $for two months of serviceT-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***
Very truly yours,
T-MOBILE USA, INC
Jennifer G***
Executive Response

November 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA *** *** *** *** *** *** *** *** *** *** *** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is
in receipt of your correspondence dated November 18, 2015, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms*** satisfactionsT-Mobile regrets any billing concerns Ms*** had with her accountPlease note, T-Mobile’s Pay by the Month customers are eligible to enroll in the program AutoPay, With AutoPay customers can designate a payment method (credit/debit card or bank account) to automatically pay the entire amount due from their rate plan and feature charges every daysPlease note, AutoPay pulls only once per day period at the time of renewalIf customers renew early during a day period, AutoPay will reset to pull days from the new renewal dateOn November 14, 2015, Ms*** payment automatically remitted in the amount of $Please note shortly after on the same day she transferred her mobile number to another carrierT-Mobile regrets any inconvenience this may have causedIn an effort to amicably resolve this matter for Ms***, on November 24, 2015, T-Mobile refunded the amount of $in the form of a prepaid debit cardPlease note it may take seven to ten business days for Ms*** to receive her refund to the address provided to your agency in her correspondenceUpon speaking with Ms*** she accepted this as resolution to her issueBased 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*** Very truly yours, T-MOBILE USA, INCZachary S*** Executive Response

May 31,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile
USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr***’ concerns to his satisfaction
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr*** may have encounteredT-Mobile appreciates the feedback Mr*** has provided as it allows us to take the necessary steps to improve future customer experiences
From April 7, through May 24, 2017, T-Mobile customers who bought an LG Gor LG Vdevice on Equipment Installment Plan (“EIP") were able get the LG G Pad X for free after rebateAs is the case with all promotions, several requirements must be met in order to qualify for the offer
T-Mobile records confirm that, on April 8, 2017, Mr*** leased three LG Ghandsets were via T-Mobile’s JUMP! On Demand offerJUMP! On Demand is an month upgrade option using a lease as a financing methodJUMP! On Demand provides the flexibility to upgrade up to three times in a rolling month periodAlso on this date, three LG G Pad X tablets were purchased via EIPEIP 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 installmentsMr*** was not required to make a down payment, however he did agree to a series of monthly installments in the amount of $per tabletBecause the LG Ghandsets were not purchased via EIP, Mr*** did not qualify for the promotional offerT-Mobile truly regrets any confusion Mr*** may have experienced during this transaction
In an effort to provide Mr*** with a truly Un-carrier experience, T-Mobile has closed the EIP associated with the LG G Pad X tablets and waived the remaining amount owedAdditionally, credits have been applied to offset the previously billed installments resulting in a credit balance of $which will be applied to the upcoming billing statement
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***
Very truly yours,
T-MOBILE USA, INC
Liana G***
Executive Response

June 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** Your File No*** Family Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced accountT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile Family Mobile regrets any inconvenience to Ms*** regarding the changing of her monthly billing due datePlease be advised that the Family Mobile brand and service were recently transferred from Family Mobile by TracFone. As part of that, TracFone assumed responsibility and control over operation of the Family Mobile service. The migration of Ms***’s Family Mobile service to TracFone took place on May 28, 2017, and TracFone, who should have been in contact with the affected customers, assumed full control over the Family Mobile accounts and platform, including customer service support and billing operations. The Family Mobile and brand is now wholly owned by TracFone and operates independently from Family Mobile. Please be advised that Family Mobile no longer has access to Family Mobile accounts or customer records. As such, we ask that Ms*** reach out to TracFone’s Customer Service department to address any concerns with her monthly billing due date. TracFone’s Customer Service department can be reached at 1-877-440-Family 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. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.OBox 3220, Albuquerque, NM, 87190. Our Customer Service department is also available to assist you from 6am - 9pm PST at 877-760-8760. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 1-877-290-ext*** Very truly yours, T-MOBILE USA, INC *** *** Executive Response

July 19,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
Your File No***
T-Mobile Account No***
To Whom It May Concern:
T-Mobile USA,
Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Mr*** has experienced regarding his participation in a T-Mobile promotional offer and we appreciate the opportunity to provide our response to this matterPlease 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 retail location
Please be advised that there are several eligibility requirements which must be met in order to qualify for T-Mobile’s Carrier Freedom offerOne of these requirements was that Mr*** had to complete a device traat the time of activation and purchase new T-Mobile equipmentBased on T-Mobile’s investigation, we confirmed that there were no other device trade-ins completedAs such, Mr*** is ineligible to receive additional reimbursement for his mobile numbers ending in *** *** *** *** ***
The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceUpon T-Mobile’s review of Mr***’s account records, on June 14, 2017, the Carrier Freedom submission for the mobile number ending in was approved in the amount of $which was sent to Mr*** via prepaid debit card
However, upon speaking to Mr***, on July 18, 2017, and in an effort to amicably resolve the matter, T-Mobile offered a 30-day period during which time he may complete new T-Mobile equipment purchases for the above-referenced mobile numbers and send an unaltered copy of his final billing statement from his previous service provider to my attention at ***@T-Mobile.com
Upon receipt, T-Mobile agrees to submit for a prepaid debit card to be sent to Mr*** in the amount of his qualifying cancellation expenses less the previously reimbursed amount of $It is important to note that Mr*** may contact me at the number provided below within days from the date of this letter in order to accept our offerT-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***
Very truly yours,
T-MOBILE USA, INC
Brandon M***
Executive Response