T-Mobile USA

June 1, 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 a letter dated May 24, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to report that Ms [redacted] ’ concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced in regards to her handset purchasesT-Mobile records confirm that on October 31, 2016, Mr [redacted] activated the mobile numbers ending in [redacted] and [redacted] Please note that the line ending in [redacted] was already active on the above-referenced accountAt the time the new lines of service were activated, Mr [redacted] ’ account was subscribed to the Simple Choice Family Unlimited Talk and Text rate plan with 6GB of data per line, for $120.00, plus taxes, per month Records confirm that on November 20, 2016, Mr [redacted] activated two Mobile Internet (“MI”) lines ending in [redacted] and ***Please note that between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers who activate two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate planThose who took advantage of this offer were eligible to receive the two new lines of service at no cost after automatic monthly bill creditsPlease be advised that Mobile Internet lines are included in this offer as long as there are two paid voice lines on the account T-Mobile records confirm that each billing statement from December 23, 2016, through May 23, 2017, has received the promotional bill creditTherefore, it is T-Mobile’s position that Mr [redacted] ’ account is being accurately credited On October 31, 2016, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two LG Khandsets and one LG KhandsetMr [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $per LG Khandset and $for the LG KhandsetIt is important to note that from October 21, 2016, through November 29, 2016, customers who signed up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on EIP could receive the LG Kand LG Kat no cost after bill creditsAs Mr [redacted] ’ account was not subscribed to the T-Mobile ONE rate plan at the time of purchase, his account did not qualify to receive the promotional bill credits Nevertheless, in an effort to resolve the matter, on May 25, 2017, T-Mobile applied a credit of $to Mr [redacted] ’ account for the full retail cost of the handsetsAs Mr [redacted] ’ account had a balance owed of $for the May 10, 2017, billing statement, the balance was reduced to a credit of $Ms [redacted] has accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

September 22, 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 c***pondence dated September 11, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Ms***’s concern T-Mobile regrets any concern to Ms [redacted] in regards to her participation in T-Mobile’s Un-carrier Carrier Freedom offer It is very important to note that the Carrier Freedom benefit is payable only once per mobile number Our records confirm that on April 26, 2017, Ms [redacted] port in two mobile numbers ending in [redacted] and [redacted] and purchased two Samsung smartphones on T-Mobile’s Equipment Installment Plan (“EIP”) option Regrettably, T-Mobile records do not confirm that Ms [redacted] traded in handsets at the time of activation nor does T-Mobile have a record of any handsets being received and thus Ms [redacted] does not qualify for the Carrier Freedom reimbursement However, the reimbursement for mobile number ending in [redacted] was approved on June 8, 2017, and Ms [redacted] was provided a refund in the amount of $however; this refund was not due and was done as a courtesy because both mobile numbers ending in [redacted] and [redacted] had previously been refunded in August under a prior T-Mobile account that was in use by relatives of Ms*** As they had already once received the benefit, they were no longer eligible At this time, T-Mobile respectfully declines Ms***’s request for reimbursement in any amount T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

December 4, 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 25, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Ms***’s concerns to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile accountT-Mobile records indicate that Ms [redacted] activated the account on September 19, 2016, with the mobile numbers ending in [redacted] and the Mobile Internet line of service ending in ***Review of Ms***’s monthly charges confirms that subscribes to our T-Mobile ONE rate plan which provides her with unlimited talk, text, and 4G speed data for $for the first two lines of service and $each additional line of serviceAdditionally Ms [redacted] subscribes to our T-Mobile ONE Tablet unlimited data plan for $per month for one line of serviceAdditionally, the mobile numbers ending in [redacted] each subscribe to JUMP! with Premium Handset Protection (“PHP”) for $per line each monthPlease be advised that Ms [redacted] receives a $monthly bill credit for her T-Mobile ONE Tablet plan and $monthly bill credit for each voice line of service as long as she maintains our optional AutoPay featurePlease note if the AutoPay feature is removed or Ms [redacted] changes to a different rate plan, she would no longer be eligible for the monthly creditsT-Mobile records indicate that Ms [redacted] took advantage of our Equipment Installment Plan (“EIP”)EIP 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 installmentsMs [redacted] has the following EIPs: • LG GPad Tablet financed on September 19, 2016, with monthly installments of $8.30; • Samsung Galaxy Note handset financed on September 19, 2016, with monthly installments of $24.55; • iPhone 6S Plus 16GB financed on September 19, 2016, with monthly installments of $22.48; • iPhone 6S Plus 64GB financed on September 19, 2016, with monthly installments of $25.94; • iPhone 6S Plus 64GB financed handset on September 26, with monthly installments of $Ms***’s monthly charges for service and the optional features totaled $after promotional credits and prior to additional usage charges, fees, taxes and surchargesPlease be advised that on September 27, 2016, Ms [redacted] returned the Samsung Galaxy Note handset and on October 9, 2016, she returned the LG GPad Tablet thus closing the EIPs for the respective equipmentOn November 25, 2016, T-Mobile spoke to Ms [redacted] and as a gesture of goodwill, T-Mobile applied a onetime courtesy credit in the amount $which brought Ms***’s account to a zero balanceIn addition T-Mobile offered to change Ms [redacted] to our now grandfathered Select Choice Family Unlimited Talk Text plus 30MB of data promotional rater plan for $per month for the first two lines of service and $per month for additional linesAdditionally the mobile numbers ending in [redacted] and [redacted] each will subscribe to JUMP! With Premium Handset Protection (“PHP”) for $per month for each line of service and our grandfathered Simple Choice Unlimited Data feature with 5GB of hotspot for $per each line of serviceFurthermore the Mobile Internet line of serve will subscribe to our Simple Choice North America Mobile Internet with 2GB of Data for $a monthPlease be advised that the Mobile Internet line of service qualifies for a $monthly credit as long as Ms [redacted] subscribes to a qualifying voice line of serviceMs***’s monthly charges for service and the optional features will then total $after promotional credits and prior to additional usage charges, fees, taxes and surchargesMs [redacted] accepted this as resolution and was advised that the rate plan change would take effect on her following billing cycle commencing on December 20, Ms [redacted] was satisfied with the resolution and did not have any additional concerns 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, INCRobert R [redacted] Executive Response

January 11, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated October 23, 2017, regarding the above-referenced account T-Mobile is pleased to report that we spoke to Ms [redacted] and she confirms that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns that Ms [redacted] may have regarding her T-Mobile account 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 [redacted] ’ contact with our Customer Care.T-Mobile records confirm that in our prior response to your office under file number [redacted] , T-Mobile changed Ms [redacted] ’ rate plan back to her original plan which is Lines T-Mobile ONE All In promotional rate plan wherein for $per month, Ms [redacted] is provided with unlimited talking, texting and data with up to 4G/LTE speeds depending on device capability for her mobile numbers ending in [redacted] and ***Ms [redacted] is also subscribed to the $detailed billing featureAdditionally, Ms [redacted] has two Mobile Internet (“MI”) lines which are billed as follows:• MI number ending in which is subscribed to the $per month T-Mobile ONE Wearable rate plan Furthermore, the MI number ending in is subscribed to the $JUMP! MI feature• MI number ending in which is subscribed to the $2GB Mobile Internet rate plan.Ms [redacted] qualified for and took advantage of the following Equipment Installment Plan ("EIP") offerings:• A Samsung Gear SFrontier watch, with a down payment of $and 23-monthly installments in the amount of $and one final installment in the amount of $• A Samsung Galaxy STImpact Shield, with no down payment but with 23-monthly installments in the amount of $and one final installment in the amount of $• A ZTE SyncUP drive device, with no down payment but with 24-monthly installments in the amount of $2.00.• An Apple iPhone Plus TEVO glass protector, with no down payment but with 23-monthly installments in the amount of $and one final installment in the amount of $• An Apple iPhone Plus OB Defender case, with no down payment but with 23-monthly installments in the amount of $and one final installment in the amount of $2.49.• An Apple iPhone Plus 128GB handset, with a down payment of $as well as 24-monthly installments in the amount of $ • A Samsung Gear SFrontier watch, with a down payment of $and 24-monthly installments in the amount of $• A Samsung Convertible charging stand, with no down payment but with 23-monthly installments in the amount of $and one final installment in the amount of $• A Samsung Iconx headset, with no down payment but with 23-monthly installments in the amount of $and one final installment in the amount of $• A Samsung Galaxy Sdefender case, with no down payment but with 23-monthly installments in the amount of $and one final installment in the amount of $1.92.• A Samsung Galaxy SPlus handset, with a $down payment as well as 24-monthly installments in the amount of $30.00.• A Samsung Galaxy SPlus Otterbox defender case, with no down payment and monthly installments in the amount of $and one final installment in the amount of $2.49.Based on the above findings, Ms [redacted] ’ bill is estimated to be $After reviewing Ms [redacted] ’ billing statements, it is T-Mobile’s position that Ms [redacted] has been billed correctly It is important to note that in our prior response to your office under file number [redacted] , on August 29, 2017, Ms [redacted] completed a Change of Responsibility for her mobile number ending in *** A 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 account It is important to note that any open balance on an account at the time a COR is completed, the balance does not transfer the new customer and the billing responsible party of the transferring account will remain responsible for itT-Mobile investigated this matter and found that Ms [redacted] was no longer financially responsible for the mobile number ending in *** However, the new account holder did not accept financial responsibility for the EIP associated with the handset in use by that mobile number As such, the remaining EIP balance for the Apple iPhone Plus 128GB handset, the Apple iPhone Plus TEVO glass screen protector and the Apple iPhone Plus OB defender case was not transferred to the new account Ms [redacted] will remain responsible for the mentioned EIP loans T-Mobile records confirm that Ms [redacted] attempted to add a line on her account to use this device; however, as her account was past due at the time of her wanting to add it, she was advised that the account had to be currentUpon speaking to Ms [redacted] she advised that she is using the handset on her account now and has no further concerns regarding this matterAs previously offered on November 2, 2017, T-Mobile applied credits totaling $to Ms [redacted] ’ account which was assessed to her November 12, 2017, billing statement and it can be viewed by visiting www.t-mobile.com It is T-Mobile’s position that all credits promised to Ms [redacted] have been applied and as such we respectfully decline any request for further compensationIn Ms [redacted] ’ correspondence to your office she stated that she was offered a part payment arrangement for her balance Regretfully, T-Mobile was unable to find any documentation with this offer It is important to note that based on a customer’s current situation and account balance, T-Mobile may have the ability to offer a payment arrangement to allow a customer additional time to make a payment Please be advised that there are a number of factors that contribute to a customer’s eligibility However, T-Mobile cannot guarantee a payment arrangement will be offeredIf a payment arrangement is offered there is no guarantee of service After review of Ms [redacted] ’ account, on January 4, 2018, a two part payment arrangement was set up wherein she agreed to pay $on January 11, 2018, and $on January 25, 2018.In an effort to amicably resolve this matter, T-Mobile set up an Extended Payment Schedule (“EPS") for Ms [redacted] for the balance of $Ms [redacted] agreed to pay this EPS over nine months The first eight payments will be $and the ninth and final payment will be $ Please be advised that an EPS allows the customer to pay their balance over a period of time as well as brings the customer’s account current As of January 8, 2018, the above mentioned payment arrangement has been removed and Ms [redacted] has a zero balance and her account remains active Ms [redacted] accepted this as resolution to her concernsT-Mobile regrets any inconvenience to Ms [redacted] .Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] ext [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 me I have checked my account to verify accuracy and there is only issue left that we will adjust directly with companyThank you for your help in resolving this matter Sincerely, [redacted] ***

June 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account We regret any issues Ms [redacted] experienced while upgrading her device with the JUMP! Feature as well as any issues experiences while attempting to resolve her issues with the T-Mobile Customer Care teamsPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] 's recent contacts with our Customer Care teams T-Mobile records indicate that on October 24, 2016, Ms [redacted] 's line ending in [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG VhandsetIt is important to note, that at the time of upgrade Ms [redacted] was already subscribed to the JUMP! feature on line ***JUMP! provides 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 Equipment Installment Plan 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 enrollment On April 15, 2017, Ms [redacted] took advantage of her JUMP! benefit of tradiher LG V20, financed through T-Mobile’s EIP option on the line ending in ***, for a credit of the remaining EIP balance, and to process a deferred upgrade to a Samsung Galaxy S8+ on EIPA deferred upgrade must be returned within days to a return center by using a provided return shipping labelCustomers are able to receive their upgrade device on EIP while the trais being processedOnce received, it is inspected and if found to be in acceptable condition, the EIP for the new device is zeroed out T-Mobile records confirm that the device was received at the tracenter on May 1, As such the traoffer was valid, but the credit was not applied to the account due to an inadvertent error With regard to Ms [redacted] ’s employer discount concerns, T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis was a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers were required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedOn March 22, 2017, T-Mobile records confirm Ms [redacted] was provided information regarding the enrollment in to the Advantage Program; however records indicate no submission has been receivedAs Ms [redacted] ’s current Simple Choice Family Match Unlimited Talk Text + Unlimited data lines Promo rate plan meets eligibility requirements, she may visit www.t-mobile.com/advantagerewards to enroll in T-Mobile’s Advantage Program In an effort to amicably resolve this matter, on June 8, 2017, T-Mobile has zeroed out the Equipment Installment Plan balance for the LG Vleaving the EIP plan closed and avoid further monthly installmentsT-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 Juan C [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: T-Mobile is making suggesting statements as to say that this account is not "new" after speaking with a customer service rep on the 2nd of MarchDID NOT SAY I HAD A PAST DUE AMOUNT TO BE DUE ON THE 7TH OF MARCH With that being said, its as if T-Mobile has reached the point of calling me a liar and also withdrawn supported call on that date March I've been hit with a balance later and also I want to say that I NEVER gotten a receipt text stating the amount of $was paidTherefore, T-Mobile has turn every word I said against me and thriving to support customer service on a twisted information provided me to close the account Customer service also stated that they are NOT going to get my account back on track T-Mobile assume that I am not attempting to make payment arrangements which I tried in February but instead turned my phone off If this need the attention of Attorney General I will seek that legal aspect to assist if not resolved with Revdex.comThis ticket will not be closed until resolved fullyNot to satisfy T-Mobile but the customer, which is meNot satisfied with responseAgain, I appreciate the credit but I need a phone call and I do work T-Mobile can leave a message or maybe the network isn't allowing voice messages to be left on my phoneI am not refusing to speak with a person about this matter I just missed the call being that I am at work during the day Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Delete the "important note that you have no record of my submissions" After that is done we're more than okay, but that's a lieThey were declined! Which means you received themDon't lie and expect me to be okay with it Sincerely, [redacted] ***

Tell us why here October 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 19, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulTherefore, we will make every effort to address Ms [redacted] ’s concerns within this correspondenceIt is important to note that T-Mobile and Ms [redacted] have been in contact via email but have not been able to speak in regard to her concerns T-Mobile regrets any ongoing concerns Ms [redacted] has and we appreciate the additional opportunity to address her concernsWe understand the importance of consistent billing, therefore T-Mobile has mailed Ms [redacted] her billing statements from May 29, 2017, through August 29, 2017, which will confirm the billing information that was provided in our previous response as they relates to the account’s past due status In addition, T-Mobile sent Ms [redacted] an email to [redacted] @gmail.com with the terms and conditions of the Samsung Galaxy Grand Prime Equipment Installment Plan agreement that was purchased on August 31, 2015, so she may review the documentShould Ms [redacted] have any questions regarding the agreement, she may contact our office directly at the number listed below With regard to Ms [redacted] ’s concern to a $adjustment on her account; on October 9, 2017, T-Mobile applied a one-time courtesy account credit in the amount of $which resulted in a balance due of $by October 21, T-Mobile would like to amicably resolve Ms [redacted] ’s Samsung Galaxy SEdge concerns; therefore T-Mobile is offering to replace her Samsung Galaxy SEDGE handset at a cost of $which is the price of the deductible for the insurance offered through Assurant Solutions IncShould Ms [redacted] wish to accept this offer, she may contact our office directly at the number listed below no later than October 23, 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 Carlos T [redacted] Executive Response

April 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account T-Mobile regrets any continued concern that Ms [redacted] has experienced regarding her billing concernsWe appreciate the opportunity to respond to this matter 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 [redacted] ’s contact with our Executive Response Team T-Mobile records reflect that on March 27, 2017, Ms [redacted] contacted Customer Care and participated in a rate plan change to our T-Mobile ONE tax inclusive rate planPlease be advised that this rate plan provides Ms [redacted] with unlimited domestic talk, messaging, and on-network data at the rate of $for her first four lines of service; a $monthly add-a-line charge will be assessed for Ms [redacted] ’s fifth line of service for a combine recurring charge of $Please note that our records reflect that Ms [redacted] continues to be enrolled in the optional handset protection features for her mobile numbers ending [redacted] and [redacted] at the rate of $each per monthAccordingly, Ms [redacted] ’s monthly billing is estimated at $including all recurring taxes and fees, in addition to her previously mentioned EIP for a combined monthly bill estimate of $As Ms [redacted] ’s aforesaid EIPs mature, her monthly billing will reduce accordingly T-Mobile records confirm that Mr [redacted] ’s billing statement dated April 2, 2017, carried a total balance due of $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 from April 3, 2017, through May 2, Please note that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by April 23, Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)Our records indicate that the Unlimited Data feature was added to Ms [redacted] ’s mobile numbers ending ***, 7851, and [redacted] on January 4, 2017, pursuant to a request presented to our Customer Care; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on March 27, 2017, in Ms [redacted] ’s correspondence to your office Accordingly, on April 4, 2017, T-Mobile issued a $credit to Ms [redacted] ’s account representing the $Unlimited Data feature charge for two months for each of the affected three lines of serviceAs such, Ms [redacted] ’s account balance was updated to reflect that $remained as past dueAs an additional gesture of good faith, and as a courtesy to Ms [redacted] , on April 4, 2017, T-Mobile absolved Ms [redacted] of her remaining $balanceAccordingly, Ms [redacted] ’s account balance was then updated to reflect a zero balance dueMoreover, on April 4, 2017, after reaching a zero balance on Ms [redacted] ’s account, T-Mobile removed her previously authorized payment arrangement Finally, on April 6, 2017, T-Mobile applied account credits totaling $to Ms [redacted] ’s account in an effort to absolve her of the late payment fees and prorated rate plan change charges assessed on her April 2017, billing statementAccordingly, Ms [redacted] ’s account balance was updated to reflect that $remains due by April 23, 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 Jason A [redacted] Executive Response

August 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 11, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfaction T-Mobile regrets any concerns Ms [redacted] has experienced regarding damage to her T-Mobile handset and we appreciate the opportunity to provide our response to this matterBy purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her devicesUpon review of Ms [redacted] ’s account this warranty has been extended as she subscribes to the optional JUMP! with Premium Device Protection Tier 1-feature for $per month per line of serviceDuring the Limited Warranty period, Ms [redacted] 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 As Ms [redacted] subscribes to device protection on all three lines of service on her account she has the choice to process a claim through Assurant, the third party provider, should her devices sustain physical or liquid damage which would void the manufacturer’s warrantyPlease note that when a claim is filed a deductible is charged by AssurantPlease be advised that Assurant has terms and conditions separate from T-Mobile However, upon speaking to Ms [redacted] , on August 15, 2017, in an effort to amicably resolve the matter and to assist her with acquiring a working handset, T-Mobile applied a courtesy credit for the cost of the deductible in the amount of $At that time, Ms [redacted] confirmed the matter is resolved Ms [redacted] ’s account remains active with a balance of $which consists of monthly access charges, monthly EIP charges, applicable taxes, and fees, from the billing statement dated August 7, 2017, and is due, on August 27, 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 Brandon M [redacted] Executive Response

May 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 4, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr [redacted] ’s concerns to his satisfaction T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr [redacted] may have encounteredWe also make every effort to provide complete and accurate information to our customersT-Mobile appreciates the feedback Mr [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences At T-Mobile, we believe everyone deserves a great smartphoneThat's why we launched Smartphone Equality which is a program that helps customers get the best pricing on our smartphones and other devices, regardless of their credit scoreCustomers must simply pay their T-Mobile bill on time for consecutive months, and they will have access to the pricing available to well-qualified customersUpon a careful review of Mr [redacted] ’s above prepaid account, T-Mobile has confirmed that he is eligible for the Smartphone Equality program and we regret any confusion he encountered when attempting to take advantage of the offer As of May 10, 2017, Mr [redacted] has converted his prepaid phone number to postpaid account number [redacted] The account was subscribed to the T-Mobile ONE All Inclusive rate plan at the cost of $per month including applicable taxes and feesMr [redacted] can receive a $monthly discount by enrolling in our AutoPay service which automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card, or checking accountPlease note that all well-qualified customers are required to make a down payment at the time of financing a new device via our Equipment Installment Plan program as well as pay the sales tax for the full retail price of the device selected Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

July 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] 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 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder on record is [redacted] , and that he has designated [redacted] as an authorized user of the account We regret any payment concerns Ms [redacted] has experiencedOur records indicate that on June 9, 2017, a payment of $was returned to T-Mobile as unpaidAs such, as of June 21, the account reflected a past due balance of $for the March 19, 2017, to April 18, statement, and a new balance owed of $for the dates of April 19, to May 18, 2017, totaling $On June 21, 2017, a payment was submitted for $through T-Mobile's online payment methodOn that same date, Ms [redacted] contacted our Customer Care department and disputed the payment made for $and a refund request for the payment was submitted The billing statement for the period of May 19, 2017, to June 18, 2017, posted to the account in the amount of $827.44, including the past due amount of $from the April 19, 2017, to May 18, 2017, billing statementAn adjustment of $was made to the account on June 21, On July 1, 2017, T-Mobile refunded the payment of $ A payment was made on July 5, 2017, via T-Mobile’s online payment method in the amount of $The payment did not processOn that same date, also made online, was a payment of $On July 5, 2017, Ms [redacted] contacted our Customer Care department and disputed the payment made for $and a refund request for the payment was submittedAs of July 8, 2017, the payment of $was refunded to Ms [redacted] ’s bank account On July 9, 2017, Ms [redacted] made a payment of $and $in a store locationThe account currently reflects a balance of $211.44, which was due on July 11, Upon speaking with Ms [redacted] on July 14, 2017, as a courtesy, T-Mobile placed a hold for payment on the account until August 14, 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 Jessica G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The information contained in T-Mobile's response is not correct First of all, the promotion clearly stated that T-Mobile would pay up to $per line, if I were to switch carriers There was never anything communicated to me about 'credits' to my account I went to a T-Mobile store in Holland, OH and was told that I would receive up to $per line That offer was attractive to me because it would allow me to pay off my [redacted] phones, and switch to a carrier that was supposedly less expensive than what I paid at [redacted] My account with [redacted] was in good standing when I switched, just as my account with T-Mobile was in good standing throughout the year I was a T-Mobile customer I did receive two payments from the T-Mobile Carrier Freedom program totaling $ I switched lines to T-Mobile - one line had a phone/lease balance of approximately $450.00, another line was approximately $and the last line was approximately $ I did receive some credits, however they were for charges that T-Mobile incorrectly assessed to my account, and credits that were given to me due to the hell T-Mobile had put me through during this transition They charged me, and I was paying for I-phones, when I should have been charged for This went on for months, and to be honest I am still not certain that I wasn't charged more than I should have been When I called T-Mobile about my problems with the reimbursement program and about the charge for the I-phones, I was transferred to at least people, and told different things Moreover, in regards to the 'promotion' offered by T-Mobile, I provided my last [redacted] bill, which showed all charges due on my account I paid [redacted] for the usage charges, but expected T-Mobile to pay my phone/lease charges as they advertised Now, I am stuck still paying [redacted] for charges that should have been covered by T-Mobile's promotion Second, prior to me leaving T-Mobile, I called to find out what steps I needed to complete in order properly facilitate my exit from T-Mobile I knew I had to pay for the T-Mobile phones, and I confirmed that on June 26, with 'Marc.' He advised that once my phones were paid off, that obligation would be taken care of and I could use the phones as I wished Of course I knew I had to pay my current T-Mobile bill, which is something I did on time for a year while with T-Mobile I had also been told that I could return my phones at any time and basically walk away since T-Mobile is the 'un-carrier.' I paid off the I-phones on my account on July 7, and went to have the phones activated at my new carrier I did not pay the balance on my K($52.39) because I was going to return it T-Mobile When I tried to activate the I-phones, I found out they were locked I spent days getting the run around from T-Mobile, and getting various excuses as to why my phones were locked Finally, I was told that because I had pending charges on my account, T-Mobile wouldn't unlock my phones My phone bill was due July 15, - my account was current If there was a requirement for me to pay my current charges in advance of the due date, in order for me to use the I-phones that I owned, why wasn't that communicated to me back on June 26th when I spoke to 'Marc?' T-Mobile has been dishonest in its dealings with me, and I had spent countless hours on the phone and in the store in an effort to right the wrongs of T-Mobile Their response to my complaint appears to suggest that I didn't receive the things promised to me due to my shortcomings (i.ethe reimbursement was declined because my account not in good standing, requirements were not met)Those allegations are simply not true Sincerely, [redacted] ***

March 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: Joseph B [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 20, 2018, regarding the above-referenced accountPlease be advised that we have made attempts to contact MrB [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address MrB [redacted] concerns within this letter T-Mobile regrets any concerns MrB [redacted] experienced regarding his T-Mobile accountT-Mobile records reflect that MrB [redacted] has consulted with Customer Care regarding his eligibility to upgrade on multiple occasionsIt is important to note that T-Mobile offers customers, such as MrB [redacted] the opportunity to place equipment on an Equipment Installment Plan (“EIP”) programBased on account and credit eligibility requirements, customers are able to finance equipment over a period of monthsIf customers don't have available credit, the system requires them to pay the difference for their device(s) up frontAdditionally, an account must be in good standing prior to orders being fulfilled on any type of account, meaning that an account must be current before an order can be submitted or a purchase can be made It is worth noting; however, that as the UnCarrier, we believe everyone deserves a great smartphone which is why we offer our $Down for All programThis program helps customers get the best pricing on our equipment, regardless of personal credit informationTo take advantage of this program, all MrB [redacted] would need to do is pay his T-Mobile bill on time for consecutive months, giving him access to the best pricing for our equipment, which in some cases is $downPlease note that there will be instances where certain devices are not offered as $downHowever, as part of this program, MrB [redacted] will still receive best pricing when upgradingMrB [redacted] can find more information on this program on our website, www.T-Mobile.com Please note that T-Mobile records reflect that MrB [redacted] leased two devices on T-Mobile’s JUMP! On Demand (“JOD”)JOD is a lease program that breaks a phone’s cost down into equal monthly payments with zero down upfrontOnce a customer is in JUMP! On Demand, they can swap out for a new phone up to three times per year without having to pay to upgradeIf the customer does not upgrade, at months they will have the choice to either traor buy the phone for the remaining balance of what it would cost at full retail These took place on September 20, 2017, on mobile number ending in [redacted] for a Samsung Galaxy SSilver, and on October 22, 2017, on mobile number ending in for an LG KPlus T-Mobile records reflect that MrB [redacted] activated his T-Mobile account on September 9, 2017, with his mobile number ending in ***, and later added five more mobile numbers; however they have since been cancelled, leaving only his mobile number ending in [redacted] active on his accountPlease note that the first payment received on MrB [redacted] account after activation was in January As of February 10, 2018, all payments made towards MrB [redacted] account during the month of January have been returned to T-Mobile as unpaidThe payments returned are as follows: • January 4, 2018, in the amount of $1, • January 8, 2018, in the amount of $ Additionally, as of February 23, 2018, payments made in the month of February have also been returned to T-Mobile as unpaidThey are as follows: • February 10, 2018, in the amount of $1, • February 11, 2018, in the amount of $ As of March 6, 2018, MrB [redacted] account’s reflects a balance of $2,181.32, which consists of monthly recurring charges, features, late fees, third party download charges, JOD charges, a non-return fee for a device replacement that was not returned, restore from suspension fees, returned payment fees, applicable taxes, and fees billed from September 9, 2017, through March 9, It is T-Mobile’s position that the balance of $2,is valid and owedT-Mobile respectfully declines MrB [redacted] request to be issued a refund, as well as be provided a Samsung Galaxy SPlus for free Nonetheless, as a courtesy to MrB [redacted] and an in effort to amicably resolve this matter, T-Mobile offers to allow MrB [redacted] to return his two leased devices to T-MobileUpon receipt, T-Mobile will close the lease balances associated with the returned devicesMrB [redacted] may return his equipment directly to my attention within days to the following address: Executive Response Attention: Adrianne F [redacted] Albuquerque, NM Should MrB [redacted] accept, T-Mobile recommends that MrB [redacted] use a traceable carrier and request a tracking number from the provider as T-Mobile is not responsible for the return shipping of the equipmentIn addition, we request that MrB [redacted] include the battery (if applicable), charger and his T-Mobile account information with his devices to ensure proper receiptLastly, should MrB [redacted] have any questions regarding our offer, he may contact me at the number belowT-Mobile regrets any inconvenience to MrB*** 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

October 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 6, 2016, regarding the above-referenced prepaid numberT-Mobile regrets that T-Mobile’s network did not live up to Mr [redacted] ’s expectationsAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified Mr [redacted] ’s address and based on the coverage map, confirms that his address is in a moderate coverage areaThere may have also been handset compatibility issues with the available T-Mobile frequenciesIn an effort to resolve this matter amicably, T-Mobile has sent Mr [redacted] a prepaid refund card in the amount of $44.99, as he requestedThe prepaid account is canceled with a zero balanceMr [redacted] should allow seven to ten business days for delivery of the refund cardT-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, INCPancho Q [redacted] Executive Response

July 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 June 26, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience this matter may have caused Ms [redacted] and we appreciate the opportunity to address her concernsPlease note that T-Mobile takes account security seriouslyIn review of Ms [redacted] ’s account T-Mobile found no unauthorized activity Please note that Ms [redacted] ’s account has reflected a past due balance for the last monthsT-Mobile records indicate a payment in the amount of $was made on April 19, 2017, leaving a past due balance of $due on May 6, T-Mobile records indicate that on May 21, 2017, Ms [redacted] requested a payment arrangement for the past due balance of $128.27, which per her request, was set up to take a payment of $on May 27, 2017, and a second payment of $on June 2, Please note that payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account historyAdditionally, if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account On May 29, 2017, as T-Mobile did not receive the $as agreed, Ms [redacted] ’s account was suspendedPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, on May 31, 2017, when Ms [redacted] contacted Customer Care to make a second payment arrangement and the account was reactivated, the account was assessed a $restore from suspension feeAt that time, Ms [redacted] agreed to a payment arrangement that payment would be received on June 3, 2017, for $and another on June 6, 2017, for $At that time, Ms [redacted] ’s bank information was collected in order to withdraw the future dated paymentsPlease note that on June 3, 2017, T-Mobile attempted to collect the agreed amount of $67.00, unfortunately the transaction was declinedPursuant to Ms [redacted] ’s request T-Mobile deleted the future dated arrangement of $ In a conversation with Ms [redacted] on June 30, 2017, pursuant to her request, T-Mobile has removed the authorized user from her accountAdditionally, T-Mobile has provided Ms [redacted] additional steps to keep her account secure; such as, setting up a unique passwordAs a courtesy, T-Mobile has issued a one-time adjustment of $for the restore from suspension fee and applicable taxesT-Mobile records indicate that a payment of $was remitted on July 5, 2017, leaving a past due balance of $and new charges of $Ms [redacted] may contact our Customer Care at her convenience to make arrangement for payment for the account 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

Revdex.com: Good afternoon I’m writing to inform you that T Mobile has resolved everything Please disregard my complaint, and please do not publish my complaint Thank you for your time [redacted] ***

August 8, 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 August 1, 2017, regarding the above-referenced account T-Mobile regrets any billing concerns Mr [redacted] has experiencedT-Mobile records indicate Mr***’s four lines of service were subscribed to our Simple Choice Family 4GB promotional rate plan with four lines for $per month plus applicable taxesFollowing a conversation with our Customer Care on May 31, 2017, Mr [redacted] selected a 6GB data feature for his mobile number ending for $per monthAs such, Mr [redacted] was billed according to his selected rate plan and selected features In an effort to amicably resolve Mr***’s concerns, T-Mobile offered to enroll the account in our Simple Choice Family Match 6GB promotional rate plan with four lines for $per month plus applicable taxes, which is no longer available for selectionMr [redacted] accepted this offer, effective August 19, Going forward, Mr [redacted] can expect his monthly recurring charges to be $plus applicable taxes and he accepted the price differenceT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate the opportunity to address his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

July 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her recent accessory purchaseOn February 8, 2017, Ms [redacted] purchased a pair of Beats Solo headphones online at www.my.T-Mobile.comFurthermore, Ms [redacted] elected to utilize our Equipment Installment Plan (“EIP”) to purchase her headphonesWe regret that Ms [redacted] did not initially receive the initial headphones orderAs such, a second pair of Beats Solo headphones was ordered via our Telesales group utilizing EIP as well Unfortunately, our records do not indicate that the initial headphones accessory was scanned as returned to our National Return CenterAs such, Ms [redacted] had not received credit for the initial accessory order In an effort to resolve this matter, T-Mobile closed the EIP for one of the two Beats headphonesAs such, Ms [redacted] will no longer be billed for both accessories and will only be responsible for the headphones in her possessionFurthermore, Ms [redacted] has received monthly bill credits for her returned Beats headphones totaling $which is the amount she has been assessed since she created the EIPAs such, it is T-Mobile’s position that no further credits or compensation is owed Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response