T-Mobile USA

June 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 27, 2016, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr [redacted] *, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letterT-Mobile regrets any inconvenience Mr [redacted] might have experienced with unlocking his mobile deviceWe encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its historyUnfortunately, without being provided with Mr [redacted] *’s T-Mobile account number, mobile number, or the device IMEI, we are unable to complete our investigation and determine the specifics of Mr [redacted] *’s deviceT-Mobile would like the opportunity to resolve this matter amicably with Mr [redacted] *; therefore, he may contact me at the number below if he wishes to discuss this matterT-Mobile also strongly recommends that Mr [redacted] contact the third-party from whom he purchased the deviceT-Mobile regrets any inconvenienceBased 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, INCAlberto V [redacted] Executive Response

August 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile is pleased to report to your office that upon speaking with Mr***, we have resolved this matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile account T-Mobile records confirm that Mr [redacted] canceled his account on June 24, Mr***’s billing cycle ran from the 17th of one month to the 16th of the following month Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Mr [redacted] was billed through July 16, On July 27, 2017, T-Mobile contacted Mr [redacted] to discuss his concerns As a courtesy to Mr***, and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the final balance for services from June 17, to July 16, 2017, leaving Mr***’s account closed with a zero balance Mr [redacted] will receive a final billing statement that generates on or around August 17, 2017, reflecting the adjustment and zero balance Pursuant to our conversation, Mr [redacted] considers the matter resolved T-Mobile regrets any inconvenience to Mr***, and we appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Adrianne F [redacted] Executive Response

May 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 May 20, 2017, regarding the above-referenced account T-Mobile regrets any handset concerns Ms [redacted] has experiencedT-Mobile records indicate that Ms [redacted] purchased a Samsung Galaxy s Edge handset on September 2, 2016, using our Equipment Installment Plan (“EIP”) offeringAt the time of Ms***’s purchase, she agreed to monthly installments of $Additionally, Ms [redacted] was enrolled in our JUMP! feature for $per monthThe JUMP! feature 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 EIP for full credit of the remaining balance Further, T-Mobile records indicate that Ms [redacted] completed a JUMP! upgrade on May 3, 2017, by accessing her account at my.t-mobile.com, with the purchase of a Samsung Galaxy S handset, and the return of her Samsung Galaxy S Edge handsetPlease note that upon T-Mobile’s receipt of Ms***’s SEdge handset in like new condition, the associated EIP would be closed Regretfully, on May 18, 2017, Ms***’s handset was received by T-Mobile with physical damageAs such, her return was ineligible for the JUMP! offer, and the associated EIP was not closed After speaking with Ms [redacted] on May 25, 2017, as a courtesy, T-Mobile closed the remaining EIP associated with the Galaxy S Edge handset, in the amount of $T-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

August 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced with his service interruption Please be advised that in order to qualify for a payment arrangement the account must be less than days past due In addition once a payment arrangement has been agreed to it cannot be changed or deleted and if not met could lead to an interruption of service T-Mobile records indicate that on July 10, 2017, Mr [redacted] agreed to a two part payment arrangement, which he would pay $on July 17, and then $on July 31, On July 14, 2017, Mr [redacted] was sent a reminder that the first payment set for July 17, was going to be drafting from the payment method provided On July 17, 2017, the payment was rejected due to insufficient funds As of July 19, 2017, as no payment had been remitted, Mr [redacted] failed to meet the payment arrangement which caused the interruption of service as of July 20, At that time Mr [redacted] would have needed to pay $to qualify for a new payment arrangement to be set on the account Please note that Mr***’s account currently has a balance that is days past due, which disqualifies the account for payment arrangement options In order to meet qualifications for a payment arrangement he would need to pay $at this time As a one-time courtesy, in an effort to amicably resolve this concern, a hold was placed on Mr [redacted] account through July 26, 2017, and his service was restored T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:MrH [redacted] response is not truthful MrH [redacted] did speak with me on 9/15/and he said I never signed up for T-Mobile One See invoice where I signed up for T-Mobile one on 3/2/order # I tried to have the SIM Card T-Mobile sent to me on 3/2/activated and yet no representative would activate the SIM card as they could not find my order I called over times to have the extra line activated but to no avail Finally, I went into the Bayfair Store and they still would not activate my line Finally, I complained to the FCC and Revdex.com MrH [redacted] states that my line ending in [redacted] will be credit as a new line It is an old line that I have had for over years When I ordered the new line I order a Texas Area Code which would have been a 6th line free I am not in agreement to credit a line I have been paying for years I want the telephone line I was promised If you look at the invoice above it shows I changed to TMobile on 3/2/17....yet T Mobile has not confirmed that I have been upgraded to T Mobile OneMrH***'s letters states I have voice lines plus including my free line ending- in *** [redacted] is a paid line I have the following lines that have always been activated prior to 3/2/and they are 1) [redacted] , 2) [redacted] , 3) [redacted] 4) [redacted] and 5) [redacted] and a wifi band that I am paying for Adding a line with their promotion would have been a 6th line free for the agreed upon price of $per month Additionally, I did provide the sales person with my bankcard for the billing of this upgrade MrH [redacted] states auto pay would provide a $credit Yet the plan I signed up for says auto pay would provide a $credit, thus a $difference It should be noted that the sign up date for T Mobile one was 3/2/not August 18, 2017.The text of MrH [redacted] letter seems to be a one way conversation with himself because MrH [redacted] has not asked me if I am in agreement to him crediting a line I already pay for As he told me on 8/15/he is merely answering my complaints to not get fined by the FCC and others I would like what I ordered for the price I was quoted....nothing more....nothing less.Please do not close this complaint I need a representative at T-Mobile to work amicably with me But this way of writing untruths behind my back is not working Sincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Complaint: [redacted] I am rejecting explanation of "unlimited" "NOT the response" because: Yes, I understood using a lot of data that is a reason why I open with "unlimited data plan" with high expectation of no hiccup whatsoever while enjoy the high speed of data without worry of slowing down after 26/gbs of dataAs a plan stated "unlimited high speed data" but why it slowing it down after or gbs data usage; which myself understanding "it is not consider as unlimited rather limited." Probably myself or others like me, cannot differentiate "unlimited" versus "limited." Likewise, I have been with T-mobile for so long and I cannot go against their offer but just little frustration on "Unlimited" as sale pitch GO T-MOBILESincerely, [redacted] Sincerely, [redacted] **

August 23, 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 9, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding his international roaming chargesIn late 2013, T-Mobile began offering customers on eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra chargeThis global freedom was automatically added to qualifying T-Mobile ONE plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries)Please note, there is no need to for customers to add a separate feature or service to the account before they travel In addition, T-Mobile recommends that Mr [redacted] place international call blocking on each line of service on the accountPlease note that this feature will block outbound international calls with T-Mobile except for the following situations: • Dialing internationally while customers are roaming domestically on other service partners' networks; • Sending international text messages to international mobile numbers • Receiving calls from international callers; and • Calls to Canada and/or the US Virgin Islands (StThomas, StJohn, StCroix, and Water Island) T-Mobile has reviewed Mr [redacted] ’s account and unfortunately we have no record of our international blocking feature being added to his account In the future Mr [redacted] may www.my-T-Mobile.com to add the international block featureOnce logged in, Mr [redacted] can follow the below instructions: Select Blocking On means blocking is enabledOff means blocking is disabled • To block/unblock international calling, texting, and data roaming select On or Off on the first option • To block/unblock international data roaming only, select On or Off on the second option It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees)Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates Upon registering with the foreign network in a non-Simple Global country, customers receive a series of text messages informing them of the customer of applicable rates in the country in which they are locatedThe messages sent state: • Free T-Mobile Msg: Welcome to Out of plan coverage$0.50/text and /min talkFor info call us for free +505-998- • Free T-Mobile Msg: call charges are: FREE to the US, $0.20/min locallyTo all other countries: long distance rates (as if originating from the US) • Free T-Mobile Msg: CAUTION: Charges for web, email & apps while roaming up to $15/MB + taxTo opt out of data dial #763#, to opt in text #766# Based on the warning text messages that were sent and Mr [redacted] ’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid In an effort to amicably resolve this matter, T-Mobile will agree to apply a one-time credit of $which represents half of the international charges applied to Mr [redacted] ’s billing statement dated August 4, Mr [redacted] ’s updated balance is $which is comprised of his remaining international usage charges and his applicable monthly recurring charges for his billing period from July 5, through August 4, 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

May 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] T-Mobile Account Name: [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 April 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfaction T-Mobile regrets any equipment concerns Mr [redacted] has experiencedOn December 26, 2016, T-Mobile records reflect Ms [redacted] purchased two Samsung Galaxy Sdevices on an Equipment Installment Plan (“EIP”)The purchase price for each device was $for a total of $1,379.98, which Ms [redacted] agreed to pay in monthly installment payments of $Please note that by purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her devicesDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options In Mr [redacted] ’s correspondence to your office, he states that he does not want a refurbished devicePursuant to T-Mobile Policy under the Handset Exchange Program, T-Mobile will provide a new, or like new, replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damagePlease note, our records indicate the devices originally purchased were returned, new devices were purchased, and have now gone through the warranty process with the last warranty exchange completed on April 17, Furthermore, Mr [redacted] states he would like to upgrade his device at no cost to himMr [redacted] is under no contractual agreement on his devices and is free to upgrade at any timePlease be advised that customers are responsible for paying taxes and that some devices may require a down payment Please be advised that upon speaking with Mr [redacted] and his coverage concerns it was found that the towers near Mr [redacted] ’s address are currently being upgradedT-Mobile will continue to work with Mr [redacted] in regard to his service concerns In an effort to amicably resolve Mr [redacted] ’s concerns, on April 28, 2017, T-Mobile sent two brand new Samsung Galaxy Sdevices, and confirmed them as delivered on May 3, Mr [redacted] is responsible for returning the used Samsung Galaxy Sdevices he has in his possession upon receiving the new devicesPlease note, if the non-working devices are not returned to T-Mobile a one-time fee in the amount of $for each device will be assessed to the above referenced accountAs an additional gesture of goodwill, we applied a one-time account credit in the amount of $to Ms***’s account resulting in a balance of $37.72, which is due on May 19, , Please 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 Mr [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

April 28, 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 April 21, 2017, 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 account T-Mobile regrets any inconvenience to Ms [redacted] ’ regarding her handsetT-Mobile records confirm that on April 6, 2017, Ms [redacted] was offered to exchange her LG Kfor a Samsung Galaxy Jwithout a restocking fee through Customer Care, upon confirming her handset was not functioning correctlyFurthermore, T-Mobile records confirm that on April 27, 2017, Customer Care applied a credit for the upgrade fee, shipping, and taxes in the amount of $for the order of the Samsung Galaxy JThe credit applied to the account reduced the balance due to $ Furthermore, T-Mobile records confirm that upon Ms [redacted] ’ returning the LG KhandsetAs such, Customer Care closed the equipment installment plan and applied a $credit for previous chargesAs of the date of this letter the balance reflected on the account is $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 Abigail ***-R [redacted] Executive Response

May 24, 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 May 14, regarding the above-referenced account T-Mobile continues to innovate and offer our customers the best promotional pricing on the hottest new smartphones In 2015, we had multiple promotions with our JUMP! On Demand (“JOD”) lease aimed to getting Apple iPhones to all customers who wanted one, and for the best price around T-Mobile records indicate that Ms [redacted] began a lease on September 25, for an Apple iPhone which under the promotion offered at that time would have required a qualifying handset train order to receive a monthly discount on her lease T-Mobile records do not reflect that a qualifying handset was traded in at the time this lease was initiated As such, this lease would not qualify for a monthly discount Furthermore, T-Mobile records indicate that Ms [redacted] began two additional leases for Apple iPhones on October 22, Please note that the offer to receive a monthly bill credit of $to discount the lease without a qualifying trawas available from September 12, through October 6, As this lease was initiated after the promotional time period, this lease would also not qualify for additional discount However, in an effort to amicably resolve the matter, on May 24, 2016, T-Mobile credited $to the account as a lump sum credit that would equate to the total discount Ms [redacted] would have received had she qualified for a monthly lease discount over months of $minus $that has already been credited to the account Also, Ms [redacted] ’s JOD lease for her Samsung Galaxy device did meet the program requirements and has received the appropriate bill credit monthly since the lease began Additionally, T-Mobile records indicate that Ms [redacted] ’s service was suspended for non-payment on May 4, As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when Ms [redacted] made a payment on May 4, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service totaling $ However, on May 24, 2016, T-Mobile credited this amount to the account as well in an effort to amicably resolve the matter The account remains open with a balance of $ We regret any inconvenience Ms [redacted] 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 [redacted] ’s contact with our retail location when initiating her leases 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 David T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: the lack of professional guidance I received as customer from T-mobile's employees is reflective on vague responses like this one - "T-mobile regrets any confusion regarding the Change of Responsibility ("COR") for the above referenced accountPlease be advised that a COR is a change in billing responsibility from one person or business to another person or businessPlease note that posed billed charges cannot be moved from one account to another upon completion of a CORAdditionally Equipment Installment Plan ("EIP") balance transfers can only occur within days of the EIP lines having been moved to other accountsIf an account has an EIP balance and the account is cancelled, the EIP balance will be charged in full on the final bill." Number one, T-mobile didn't even own up to misinforming me and not telling me anything about needing to sign the EIP documentsThe account was closed as a result of the transfer which spiraled this issue at hand in the first placeT-mobile told me the transfer was completeT-mobile failed to inform me about an email with EIP documents that I needed to signT-mobile also is mentioning this day deal now but it was not mentioned to me beforeOtherwise I would've signed the documents and been on top of itAnd now T-mobile is not even concerned with the email which landed my spam folder which T-mobile purposefully did not tell me to look out for and not once have I heard T-mobile own up to their faultT-mobile took part in misinforming, misguiding, and failing to truthfully convey information regarding our bill at that time, which is now costing my pockets at least four times what we originally owedAnd I got nothing except an apology without a real apology Sincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] I am impressed with the speed and service of both the Revdex.com and t-mobliecorrect, the plan was grandfathered without argument and other then tese two problems I have been happy with t-mobile for yearsalways have service where ever I goI have recommended them to others also Now it was my understanding I would have this new plan indefinitely at that pricethere was no mention of the other four 4lte gig addin with the 3lte gig when I get another phone however he explained itand he also said there would be no interruption of service due to data issuesthese were not mentioned in the reply it needs to be added thank you [redacted] ***

March 14, 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 March 8, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that [redacted] has been designated as an authorized user of the account T-Mobile regrets any continued concerns Mr [redacted] may have regarding our Carrier Freedom offer, and handset tracreditsAs detailed in our response to your office on March 7, 2017, T-Mobile records indicate Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four handsetsAt the time of his purchase, he was required to make a down payment of $299.97, purchased four SIM Starter Kit’s, and pay the associated taxes for his new handsetsT-Mobile records also indicate Mr [redacted] traded in four handsets and received a tracredit of $628.00, which was applied towards the out-of-pocket cost for his purchase which totaled $508.79, and the remaining tracredit of $was applied to his account balance Additionally, our Carrier Freedom offer provides our customers a reimbursement of their switching costs of up to $for the device payment plan on each qualifying, as well as early termination fees up to $350.00, for each qualifying mobile number ported over to T-MobileRegretfully, T-Mobile did not receive a submission request within days of activation and Mr [redacted] ’s account is ineligible for the offerAs a courtesy, on February 27, 2017, T-Mobile accepted and approved Mr [redacted] ’s Carrier Freedom submission, with associated cost of switching in the amount of $1,368.73, and approved a reimbursement in the amount of $for the second portion of the promotional offer in the form of a prepaid card, sent to the billing address on his above accountPlease note the combined total of $1,368.73, consisted of the tracredits and refunded amount After speaking with Mr [redacted] on March 14, 2017, as a courtesy, T-Mobile offered an additional credit to his account in the amount of $628.00, which was equal to the trade in value of the handsets tradat the time of his initial purchaseMr [redacted] accepted this offerAs of the date of this correspondence, Mr [redacted] ’s account reflects a credit balance of $925.46, and he has received a total of $1,in credit and reimbursements to fulfill his Carrier Freedom offer requestMr [redacted] may verify his credit balance by visiting www.T-Mobile.comT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

Revdex.com: Thank you so much your time to review this issueI would appreciate if T-Mobile investigating and advice to ALL people who working for T-Mobile to be awareness about VRS/TTY etc BUTthe TTY is not exist anymoreMy point is, my goal T-Mobile to provide BEST service for people with disabilityI would say T-Mobile in 95% of access whatever we needI hope T-Mobile improve to be 100% as they accept ALL VRS or whateverThank you so much and I accepted your considered offer:) Have a good day! [redacted] ***

September 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2015, regarding the above-referenced accountT-Mobile regrets that Mr [redacted] is dissatisfied with our previous response, as well as any inconvenience he may have experienced in regards to his account and billingAs stated in our August 24, response, our records confirm that as of August 25, 2014, Mr [redacted] had six lines of service with total monthly access charges of $before taxesT-Mobile records also confirm that Mr [redacted] had several open Equipment Installment Plans (EIPs) for handsets purchased, with total monthly installments of $Upon a review of Mr***’s concerns regarding payments to his account, our records do not indicate that any duplicate payments were processedMr***’s statement dated October 25, 2015, was in the amount of $221.03, and our records confirm that Mr [redacted] remitted a payment for this balance via a cash payment in a retail location on October 31, Mr***’s November 25, 2014, statement was in the amount of $221.03, for which a cash payment was remitted in a retail location on December 2, Mr***’s December 25, statement was in the amount of $221.03, and a cash payment for this balance was remitted in a T-Mobile retail location on January 5, A payment of $was remitted on February 4, 2015, for the January 25, statement via a cash payment in a retail location, and a payment of $was remitted on March 3, 2015, for the February 25, statement, via a cash payment in a retail locationMr***’s March 25, 2015, statement was in the amount of $Please note that due to an inadvertent error, the charges for this billing statement did not post to Mr***’s account until March 28, As stated in our previous response, Mr [redacted] remitted a payment of $on March 27, 2015, to close out his EIPsMr [redacted] cancelled his service on March 28, 2015, when he ported his numbers to another providerPursuant to T-Mobile policy, as Mr [redacted] ported his number out mid billing cycle, he was billed through April 24, As such, his April 25, 2015, statement was in the amount of As such, the final balance owed on Mr***’s account following his cancellation was $However, as stated in our August 24, response, a credit of $was issued to Mr***’s account on August 21, 2015, for the April 25, statementThis left a balance owed of $221.46, for monthly access charges, taxes, and EIP installments on the March 25, billing statementIt remains T-Mobile’s position that these charges are validPlease note that T-Mobile recently reviewed Mr***’s account as a part of our Premium Third-Party Services refund programOur review determined that Mr [redacted] qualified for $in Premium Third-Party service chargesAs Mr [redacted] had a balance owed, this amount was applied to his account as a credit, leaving a balance of $In an effort to amicably resolve Mr***’s concerns, on September 1, 2015, T-Mobile issued a credit to his account in the amount of $Mr***’s account remains closed, with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr***’s credit report to reflect the changeT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

November 18, 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 11, 2015, regarding the above-referenced accountT-Mobile has attempted to reach Ms [redacted] but unfortunately we have been unsuccessful in our attemptsTherefore, we will attempt to address Ms [redacted] concerns via this responseWe are sorry to hear that Ms [redacted] is having concerns with her son’s device [redacted] provides customers another affordable option to use the best new devices on our amazing Data Strong networkThe lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly costCustomer may be required to pay a capital cost reduction at the time of lease signing based upon their credit and or choice of deviceCustomers only pay taxes on the capital cost reduction at the time they receive the deviceThen during the month term, customers pay a monthly lease payment and applicable taxes along with their monthly service billT-Mobile records indicate that on September 23, 2015, Ms [redacted] entered into a [redacted] lease for an Apple iPhone 6S 16GB on the mobile number ending in ***Ms [redacted] was not required to make a capital cost payment but she agreed to monthly lease payment of $With respect to Ms***’ Apple iPhone 6S on November 10, 2015, Ms [redacted] contacted Customer Care and after troubleshooting it was found that the handset was indicating an error code 4103, which indicates that the handset has internal damageBy purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring 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 directlyOur records indicate that on November 10, 2015, Ms [redacted] processed a handset exchange and received a replacement device on November 11, In an effort to amicably resolve this matter, if Ms [redacted] continues to have technical issues with her handsets, she may contact our Technical Care department at 1-800-937-to further troubleshootPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsT-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

October 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 October 31, regarding the above-referenced account We regret to hear that Mr [redacted] has concerns regarding our LG Tablet On Us Bundle Offer From November 11, through December 3, 2015, eligible customers were able to receive an LG G Pad on us by signing up for a GB or higher Mobile Internet plan and purchasing an LG Gor an LG Von our JUMP! On Demand (“JOD”) lease program Customers were responsible for any applicable down payments and taxes at the time of purchase and agreed to a twenty-four month Equipment Installment Plan (“EIP”) on the tablet at a cost of $monthly As long as customers remained in an eligible Mobile Internet plan, they would receive a $monthly bill credit to cover the EIP charge If customers cancel or downgrade their service, they are disqualified from the offer and the EIP credit would stop As always, T-Mobile recommends the purchase of optional insurance products for all equipment so that it may be replaced in the event of loss or theft T-Mobile records reflect that on November 27, that Mr [redacted] qualified for and took advantage of the above-referenced LG Tablet On Us Bundle Offer with the lease of his LG Ghandset Thus should Mr [redacted] cancel the Mobile Internet Plan prior to the end of the twenty-four month EIP agreement, the monthly bill credit would no longer apply However, as Mr [redacted] is a valued and tenured customer with T-Mobile, in an effort to amicably resolve the matter, on October 31, we have cancelled the Mobile Internet number ending in [redacted] as he has requested Additionally, we have closed and credited the associated EIP as well Mr [redacted] will not be billed again for the Mobile Internet plan or the tablet We regret any inconvenience Mr [redacted] 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 Mr***’s contact with our retail location when he agreed to the terms of the offer 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 David T [redacted] Executive Response

April 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Mr [redacted] regarding his ongoing concerns, which have proven unsuccessfulUnfortunately our office has not received calls from Mr***; however we have made attempts to reach Mr [redacted] by phone call and have left an email as well providing contact information T-Mobile regrets any concerns Mr [redacted] has regarding our Smartphone Equality programPart of the eligibility requirements for our offer is that customer’s must pay their bills on time for consecutive months, starting with the current monthIn order to qualify for the program as of this month, Mr***’s account for example would have needed on time payments from April through April Any late payments will reset the timerT-Mobile records indicate that there have been late payments on the bills due on March 4, and April 4, As such, Mr***’s account is no longer eligible for the Smartphone Equality T-Mobile would like the opportunity to resolve this matter amicably with Mr***; therefore, he may contact me at the number below if he would like to further discuss this matterT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

July 27, 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 Prepaid Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 15, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr [redacted] ***, and that he has designated Ms [redacted] as an authorized user of the account We are pleased to inform you that T-Mobile has contacted Ms [redacted] and resolved her concerns to her satisfactionWe regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityPlease note T-Mobile is always working to improve its coverage, which may vary from location to location and may change without notice T-Mobile has verified the address on Ms***’s complaint and based on the coverage map, confirms that her account address is in a good coverage area with no known issuesHowever, as bands of signal are updated, it is possible for older devices, such as Ms***’s, to become incompatible with the newest frequenciesIn such instances, T-Mobile recommends our customers to upgrade their devices to a newer version to ensure network compatibilityWe regret any inconvenience Ms [redacted] has experienced with our coverage Nonetheless, in an effort to amicably resolve Ms***’s concerns, on July 24, 2017, T-Mobile has provided with Ms [redacted] with a new Apple iPhone 6s 16GB device, which is compatible with all of our current bands of frequencies, at no costMs [redacted] accepted the new device as 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 Sal O [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meA check for the refund did arrive on 6/22/and was deposited to my account I am waiting to see thet the check clears If it clears successfully, then this issur=e is resolved If not, I will them inform you of that circumstance I certainly hope this is now really fully resolved! Thank you for your help and support.Sincerely, [redacted]