T-Mobile USA

I'm so sorry for being late, I received the iPhone and T-mobile revived the Samsung galaxy stoo for now everything looks good thanks very much Revdex.com and T-mobileSent from my iPhone

September 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] * [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any continued concerns Mr [redacted] experienced with his equipmentMr [redacted] had previously corresponded to your office and your file number [redacted] was forwarded to T-Mobile for resolutionOn August 23, 2016, we spoke with Mr [redacted] in regards to his HTC One Mdevice and advised him that unfortunately, the HTC One Mdevice was no longer available as a replacement option through our Handset Exchange ProgramWe advised Mr [redacted] that T-Mobile was replacing the HTC One Mdevice with a Certified Pre-Owned Samsung Galaxy SkitMr [redacted] accepted a Samsung Galaxy Sas replacementAs such, on August 23, 2016, we placed an order through our Handset Exchange Program to replace Mr [redacted] ’s HTC One Mwith a Samsung Galaxy Sblack kitFurther records confirm that on August 29, 2016, Mr [redacted] contacted Customer Care and advised that he preferred a white Samsung Galaxy Sas replacementAs such, a new Handset Exchange Order was placed to have Mr [redacted] ’s HTC One Mwith a white Samsung Galaxy SkitWe apologize if Mr [redacted] was not made aware of the estimated date of fulfillment when the order was placedT-Mobile strives to provide complete and accurate information during every contactWe apologize if any of our representatives failed to do so while assisting Mr [redacted] In reviewing Mr [redacted] ’s August 29, 2016, order, our records confirm that the white Samsung Galaxy Swas shipped and delivered to Mr [redacted] on September 1, 2016, via UPS tracking number [redacted] T-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, INCBrian W [redacted] Executive Response

Revdex.com: -----Original Message----- From: Me [mailto: [redacted] ] Sent: Wednesday, November 02, 2:PM To: Complaints Subject: Case resolved, thank you, [redacted] Hello, my name is [redacted] My complaint id # [redacted] T mobile just call hours ago and apologized that they were in the wrong and credit the right amount to my accountI thank you for your work for helping people like me Thank you, [redacted] Sent from my iPhone

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] **Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 2, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] **., and that Ms [redacted] is designated as an authorized user of the accountWe regret any coverage issues Ms[redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and other conditions that may interfere with actual service, quality, and availabilityAfter investigation, our engineering team has determined the coverage at Ms [redacted] ’s location is as expected and there are no enhancements planned in the near futureNonetheless, T-Mobile understands how important it is for our customers to be able to utilize for the services they are paying for, and as such we provide several indoor coverage solutions that can dramatically improve the quality of serviceDepending upon the each customer’s circumstances, we can provide a device to each customer at little to no costUpon speaking with Ms [redacted] , we determined her best option for indoor coverage is the 4G LTE Cellspot mini tower which is a simple plug-and-play dedicated device that can be used in the home or small officeThe 4G LTE Cellspot mini tower creates 3G, 4G and 4G LTE signals to improve indoor coverage, providing customer more dependable voice calls and more consistent data speedsT-Mobile loans the mini tower to qualified customers without a monthly chargeUpon T-Mobile service cancellation, customer must return the mini tower to T-Mobile via the provided prepaid shipping labelIt is important to know that T-Mobile does not compensate customers for lack of coverage as we cannot guarantee services in all areas and we also have several indoor coverage solutions that can be provided at little or no cost to our customersNonetheless, our records show on May 26, 2016, T-Mobile provided a credit of $as a courtesy to Ms [redacted] ’s accountIn an effort to amicably resolve Ms [redacted] ’s concerns, on June 7, 2016, T-Mobile applied a one-time courtesy credit of $Additionally, T-Mobile has provided Ms [redacted] with a 4G LTE Cellspot mini tower at no additional cost to resolve her indoor coverage concernsMs [redacted] accepted the credit and the mini tower as resolution to her concernsMs [redacted] ’s account remains active with a revised balance of $which was due on June 7, 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, INCSal O [redacted] Executive Response

T-Mobile USA, IncP.OBox Albuquerque, NM November 12, FILED ELECTRONIC [redacted] Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc("T-Mobile") is in receipt of your correspondence dated November 3, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we resolved this matter to Ms [redacted] ’s satisfaction T-Mobile regrets that Ms [redacted] had concerns with the cost of the handset, with our Carrier Freedom offer and with her billing statements T-Mobile’s records indicate that Ms [redacted] ’s account was activated on August 6, from Pinnacle Wireless, a third party authorized dealer for T-Mobile’s products and servicesT-Mobile records show that Ms [redacted] purchased an Apple iPhone Plus Gold gigabyte (GB) handset and that she elected to pay for the handset with our Equipment Installment Plan (EIP)Ms [redacted] was asked to make a $down payment and she agreed to monthly installments in the amount of $each As of the time of Ms [redacted] ’s handset purchase, T-Mobile and our third party dealers provided a 14-day return period which allowed [redacted] to use the equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (EIP) entered into at the time of the original purchaseIn the event that a customer purchases a new handset through a T-Mobile retail location, if the price of that handset is lowered within 14-days, we will offer to honor the lower pricePlease be advised that the new Apple iPhone 6S handsets were not available for sale until September 19, 2015, which was beyond 14-days from the date Ms [redacted] purchased her handsetIn an effort to resolve this matter, on November 2, 2015, T-Mobile issued a $credit to Ms [redacted] ’s account for this matter In an effort to resolve the matter and as a gesture of goodwill, if Ms [redacted] ’s handset is returned to my attention in like-new condition within 14-days from today’s date, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $The handset can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: [redacted] T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her recordsWe ask that Ms [redacted] please include the handset, battery, charger and any other parts that were provided with the handset along with her account information within the box to ensure that she receives the proper credit upon receipt of the handsetPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms [redacted] and the EIP balance will then be considered valid and owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than November 26, When Ms [redacted] ’s account was activated, we show that the additional features that were selected were our Simple Choice 5GB Data with HotSpot for $per month and JUMP! Premium Handset Protection (PHP) for $per monthWe show that while Ms [redacted] was logged into her online account at www.T-Mobile.com on August 16, 2015, she changed the data feature to our $3GB Data with HotSpot featureAs a gesture of goodwill, T-Mobile issued a $credit to Ms [redacted] ’s account for the data charge on September 17, 2015, when she contacted Customer Care regarding this matterIn addition, T-Mobile issued a credit of $to Ms [redacted] ’s account for the pro-rated JUMP! charges when we spoke with her that dayAs a courtesy, T-Mobile issued a $credit to Ms [redacted] ’s account on November 12, for the handset down-payment that was paid for the Apple iPhone handset on August 6, In Ms [redacted] ’s correspondence to your office, she mentioned that her billing statements should be approximately $per monthMs [redacted] subscribes to our Simple Choice North American rate plan for $per month, JUMP! Premium Handset Protection (PHP) for $per month and the EIP installments are $per monthBefore any additional usage charges/downloads, fees, taxes and surcharges, Ms [redacted] ’s monthly bill is $per monthAt Ms [redacted] ’s request, T-Mobile cancelled the JUMP! PHP on November 12, and we issued credits in the amount of $to the account for previously billed JUMP PHP charges that have not been previously creditedMs [redacted] also receives a 15% monthly discount off eligible T-Mobile monthly access charges due to her employment with the NavyWe thank Ms [redacted] for her service We show that Ms [redacted] requested to change her mobile number on October 4, T-Mobile charges a $mobile number change fee for all mobile number changesWe show that Ms [redacted] contacted Customer Care on October 31, and we changed the data feature to our free 1GB data with HotSpot feature and we issued credits to her account in the amount of $for the mobile number change fee and for the data feature and charges that she disputed With our Carrier Freedom offer, we provide customers with 14-days from the date of activation to tratheir handsetsT-Mobile records show that Ms [redacted] first contacted us on September 17, to request to traher previous handsetSince it was more than 14-days from the date of purchase of her handset, she was advised that she is no longer eligible to trathe handsetNevertheless, as a gesture of goodwill and in an effort to resolve this matter with Ms [redacted] , we will provide 14-days from today’s date for her to return her previous handset to my attention to the address aboveT-Mobile advised Ms [redacted] that as long as her handset is not damaged, powers on and it’s not blocked, when she returns it to my attention and provides a detailed billing statement showing the handset balance, T-Mobile agreed to issue a credit toward the new EIP balance for the new handset that she purchases for the final handset balance that she was charged from her previous service providerT-Mobile will provide 30-days from today for Ms [redacted] to email the billing statement/installment agreement to my attention to [email protected] and 14-days from today to return the handset to my attentionRevdex.com November 12, Page of [redacted] T-Mobile appreciates Ms [redacted] ’s business and we regret any inconvenience that she may have experienced with this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

April 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 Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that Ms [redacted] has been designated as an authorized user of the account T-Mobile regrets any inconvenience to Ms [redacted] regarding her mobile internet ON Demand line of serviceIf a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase T-Mobile records indicate on January 8, 2016, Ms [redacted] elected to cancel two voice linesAt the time of Ms***’s cancelation, she was informed that in order to keep her EIP active, she would have to activate a mobile internet On Demand line of service with a monthly charge of $On January 8, 2016, a line ending in [redacted] was activated with our mobile internet On Demand data serviceAs such, Ms***’s account with monthly EIP’s remained active instead of being due in full on her billing statement dated January 9, It is T-Mobile’s position that the $monthly fee associated with the mobile internet On Demand line of service is validHowever, in an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment of $to Ms***’s accountMs***’s account now reflects a credit balance of $Furthermore, Ms [redacted] has elected to cancel her On Demand line of serviceMs***’s next billing statement dated May 9, 2017, will include her final remaining balance of $for her EIP’s due on or around June 1, 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 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

November 6, 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 1, 2015, regarding the above-referenced accountT-Mobile thanks Ms [redacted] for choosing T-Mobile and we regret any inconvenience she has experienced regarding her equipment and billing concernsT-Mobile records confirm that on September 14, 2015, Ms [redacted] qualified and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple [redacted] 5s handsetAt the time of the purchase, Ms [redacted] remitted a payment in the amount of $179.62, which was comprised of a $down payment, a $SIM starter kit, and a $deposit plus applicable sales taxPlease be advised that T-Mobile has no record of an additional payment of $as mentioned in Ms [redacted] ’s correspondenceTo research the payment, T-Mobile requires a complete unaltered bank statement that displays the disputed payment and a running balance prior to and following the paymentMs [redacted] may fax the above requested documents to my attention at [redacted] or send it to the address belowUpon receipt, T-Mobile will promptly investigate and notify Ms [redacted] of our findingsWe look forward to amicably resolving this matterWe would hate to lose Ms [redacted] as a customer however should she determine that T-Mobile no longer meets her needs; she may return the handset in like new condition and have the equipment charges removed and refunded to her via a prepaid debit card to the address on fileMs [redacted] may send her equipment to: [redacted] T-Mobile recommends that Ms [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include the handset, charger and her account information within the box to ensure proper creditPlease be advised if the full kit is not returned (I.E., missing charger) a $restocking fee will be deducted from the credit offered aboveWe also ask that Ms [redacted] disable the “Find my [redacted] ” application as T-Mobile cannot disable this application and the device will be returned to Ms [redacted] if the application is enabledIn order to take advantage of this offer, Ms [redacted] will need to have the equipment postmarked for return no later than November 20, Should Ms [redacted] fail to meet this date the offer shall be considered void and T-Mobile would no longer accept Ms [redacted] ’s equipment returnBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

April 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 a letter dated April 1, 2017, from [redacted] 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 account T-Mobile regrets any concerns Mr [redacted] experienced in regards to his handset purchasesT-Mobile records confirm that on December 26, 2016, Ms [redacted] activated a postpaid account with four voice lines of service on the T-Mobile ONE rate planMs [redacted] also qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung JhandsetsAlthough Ms [redacted] was not required to make a down payment, she agreed to a series of monthly installments of $per handset Additionally, on the same day, Ms [redacted] utilized T-Mobile’s EIP offering with the purchase of two Samsung Galaxy SBlack handsets with 32GB of memoryMs [redacted] was not required to make a down payment, however, she agreed to monthly installments of $per handset It is important to note that from December 22, 2016, through December 31, 2016, eligible customers who purchased a qualifying Samsung Galaxy phone on EIP and activate a new line on T-Mobile ONE or Simple Choice Unlimited Talk and Text rate plan with unlimited high speed data, could get a second qualifying Samsung Galaxy phone for free after rebate Records confirm that Ms***’s account qualified to receive the rebate for both purchases; however, due to an inadvertent error, as Ms [redacted] paid the remaining EIP balances in full on January 13, 2017, a rebate was not mailed to Ms***Nevertheless, in an effort to amicably resolve the matter, on April 13, 2017, T-Mobile issued a rebate in the amount of $939.98, in the form of a prepaid refund card, to Ms***’s billing address on fileMs [redacted] may expect receipt of the card within ten business days from the date of processingShould Mr [redacted] wish to discuss this matter further, he may contact me at the number listed below 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

April 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 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 accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’ concerns within this letter T-Mobile regrets any concerns Mr [redacted] has experienced regarding his attempts to view his billing statement at www.myT-Mobile.comPlease note that customers are able to view their billing statements on www.myT-Mobile.com, however at this time, we have identified a technical issue that is preventing some T-Mobile customers from viewing their billing statements onlineT-Mobile is aware of the matter, and is working diligently to correct the issue Furthermore, while T-Mobile is working to resolve this technical issue, Mr [redacted] may update his billing preferences to receive a paper billing statement by contacting our Customer Care team directly at 1-800-937-T-Mobile regrets any inconvenience this has 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 Adrianne F [redacted] Executive Response

November 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 24, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionIn Ms***’s letter to your office, she indicates that she is not able to use service with her handset in or around her homeWe regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availabilityT-Mobile has reviewed the coverage surrounding Ms***’s address and verified that she resides in a satisfactory, outdoor only coverage areaAs such, Ms [redacted] may have issues utilizing her service in this areaPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Nevertheless, in an effort to amicably resolve this issue, T-Mobile has refunded Ms***’s prepaid balance of $back to her at the address provided in her correspondence to your office with a prepaid debit cardT-Mobile has debited Ms***’s prepaid account in the amount of $146.26, reducing the balance to zeroMs***’s prepaid account remains active with a zero balance and will remain so for daysAs such, if Ms [redacted] would like to transfer her number to another carrier, she must do so within the next daysMs [redacted] can expect to receive the prepaid debit card by mail within to business daysT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

June 19, 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 June 5, 2017, regarding the above-referenced account We are pleased to report that we have contacted Ms [redacted] and are actively working to address her concerns T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] regarding her coverage experienceUnfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors and conditions that may interfere with actual service, quality, and availability It is important to note however, that T-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experienced Although 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 notice T-Mobile has verified the address on Ms***’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues As Ms [redacted] has stated that this has not been her experience within the coverage area, on June 9, 2017, T-Mobile has engaged our local engineering team to perform additional troubleshooting of her location and equipmentOn June 16, 2017, T-Mobile found that Ms***’s coverage area is dominantly serviced with by our LTE signal and that Ms [redacted] had not enabled LTE on the device, which could have caused Ms [redacted] not to receive the best service availableAs such, T-Mobile provided Ms [redacted] with the troubleshooting steps to enable the LTE service on her device and we will continue to monitor her experience Although, it is T-Mobile’s position that Ms [redacted] has been billed accordingly based her usage and selected rate plan and service, as a gesture of goodwill and in an effort to amicably resolve her concerns, T-Mobile has issued a one-time credit for $for half of her monthly chargesWe will continue to work with Ms [redacted] and ensure that her service fits her needs Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

August 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 6, 2015, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets any concerns Ms [redacted] may have experienced regarding the expected coverage in her area and the compatibility of her handset with T-Mobile’s LTE network Unfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability In an effort to resolve the matter, on July 3, 2015, as a courtesy to Ms [redacted] , T-Mobile sent Ms [redacted] an Alcatel One Touch Evolve handset with the IMEI number of [redacted] , at the full retail price of $79.20, plus applicable taxes of $and $for overnight shipping T-Mobile records indicate that on July 15, 2015, Ms [redacted] contacted T-Mobile Customer Care and advised that the Alcatel One Touch Evolve handset was non-functional in her coverage area as well In an effort to assist Ms [redacted] , an alternate handset, the Alcatel One Touch Pop Astro handset was sent to the billing address on file at the full retail price of $149.76, plus the applicable taxes of $and $for overnight shipping On July 24, 2015, T-Mobile applied a courtesy credit of $for the Alcatel One Touch Evolve handset Additionally, on the same date, T-Mobile applied a credit of $to the account, for the taxes on the Alcatel One Touch Pop Astro handset T-Mobile shows no record of either handset being returned to T-Mobile’s warehouse Although it is outside the allotted day return period, in an effort to amicably resolve the matter, T-Mobile will allow Ms [redacted] to return the Alcatel One Touch Evolve handset in good working condition, within days to my attention at: Executive Response Attention: Diana J [redacted] Albuquerque, NM Upon receipt of the handset, T-Mobile will apply a credit of $to Ms [redacted] ’ account, for the $and $charged for the Alcatel One Touch Pop Astro handset and the $and $charged for the Alcatel One Touch Evolve handset, reducing the account to a credit balance of $ T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.- [redacted]

April 13, 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 7, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets to any concerns Mr [redacted] experienced regarding previous security restrictions placed on his T-Mobile accountBased on T-Mobile’s review of Mr [redacted] ’s account records it has been confirmed that, due a previous instance wherein several handset orders were placed in a short window of time on Mr [redacted] ’s accountAt that time, as a security measure T-Mobile placed a restriction on Mr [redacted] ’s account which limited his account from placing equipment orders through T-Mobile Customer Care and www.T-Mobile.com With regard to Mr [redacted] ’s concerns surrounding a $upgrade support charge it is important to note that all customers who choose to upgrade either in a T-Mobile retail location, or over the phone with a customer service agent are assessed a $upgrade support chargeShould a customer choose to upgrade their handset online at www.t-mobile.com there is no upgrade support charge assessed In an effort to amicably resolve the matter upon speaking to Mr [redacted] , on April 10, 2017, T-Mobile agreed to remove the above-referenced security restrictions from Mr [redacted] ’s accountAdditionally, as a courtesy to Mr [redacted] , T-Mobile applied a one-time credit in the amount of $toward Mr [redacted] ’s account which is equivalent to the cost of two $upgrade support feesPursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concernsT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

July 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 21, 2015, regarding the above-referenced accountPlease be advised that Ms [redacted] has declined to speak with T-Mobile by phoneAs such, T-Mobile will make every effort to address Ms***’s concerns within this letterT-Mobile records indicate Ms [redacted] began service on March 25, Upon activation Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple IPhone Plus 16GB handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $Our records indicate that, based on the model handset, the offered travalue for that particular handset in good condition would have been $It is T-Mobile’s position that Ms [redacted] received the appropriate credit for the handset tradand no further tracredit is warrantedPlease be advised, Ms [redacted] applied the tracredit of $toward the purchase of an Apple iPhone Plus 16GB, an otter box case, and a screen protector valued at $T-Mobile records indicate the remaining EIP balance of $was paid offT-Mobile billing indicates that there are no additional charges for the equipment being assessed toward the above-referenced accountAs such it is T-Mobile position that we will allow Ms [redacted] to keep the equipment without additional chargeDue to the overwhelming amount of submissions, Ms***’s submission was delayedT-Mobile records indicate that Ms***’s refund in the amount of $was approved by T-Mobile on July 15, and forwarded to [redacted] , our third-party vendor, to be disbursed as a prepaid debit cardMs [redacted] is asked to allow to business days for delivery of the prepaid cardPlease be advised that customers may contact [redacted] at 1- [redacted] for any questions or issues with prepaid refund cardsCustomers who have not received their cards within allotted dates may contact [redacted] Card Services at [redacted] It remains T-Mobile’s determination that no additional compensation is warranted T-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] ext [redacted] Very truly yours, T-MOBILE USA, INCTy R [redacted] Executive Response

April 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets that Mr [redacted] is dissatisfied with our previous responseAs indicated in our March 23, and March 31, responses, our records confirm that Mr [redacted] activated the above-referenced account for two lines of service, and purchased two Subscriber Identity Module (“SIM”) cards for use with the lines of serviceRegrettably, Mr [redacted] cancelled his account on March 3, 2017, when he ported his numbers to another provider As indicated in our previous response, T-Mobile SIM card purchases are non-refundableHowever, as Mr [redacted] was unable to use his service, T-Mobile has closed his account with a zero balanceAdditionally, on March 30, 2017, T-Mobile issued a refund to Mr [redacted] in the amount of $This refund has been issued to Mr [redacted] in the form of a prepaid card, and sent to him via U.SMailMrScheibel should have received this refund within seven to ten business daysIf MrScheibel has not received this refund, T-Mobile requests that he contact me at the number below to work toward an amicable resolutionT-Mobile regrets any inconvenience Mr [redacted] may have experienced 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 Chris P [redacted] Executive Response

April 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: M [redacted] Your File No [redacted] T-Mobile Account Nos [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced accountsPlease be advised that T-Mobile records indicate the account holder of record for the account number [redacted] is M [redacted] , and that Ms [redacted] is designated as an authorized user of the account T-Mobile regrets Ms [redacted] ’s concerns regarding the transition from her personal account to the business accountT-Mobile records confirm on October 3, 2016, Ms [redacted] transferred five voice lines from her personal account number ending in [redacted] to her business account number ending in 6388, along with the transfer of multiple Equipment Installment Plans (“EIP’s”)Please be advised that upon cancellation of her personal account on October 3, 2016, Ms [redacted] ’s final billing statement was sent to her address of recordMs [redacted] ’s final billing statement dated October 28, 2016, reflected a total balance of $1,which, included a past due for rendered services during the billing cycles of August and September As Ms [redacted] ’s personal account was cancelled the final remaining EIP balance accelerated for the iPhone Plus 32GB handset Please be advised Ms [redacted] ’s final payment to her personal account dated September 5, 2016, did not satisfy the account balance; as such, on January 26, 2017, her personal account was referred to the third-party collection agency Southwest Credit SystemsPlease note that on February 7, 2017, our records confirm the iPhone Plus EIP was successfully transferred to the business account, which reduced the account balance to $It is T-Mobile’s position this final balance of $is valid and owed for unpaid rendered services T-Mobile records indicate the business account is subscribed to the T-Mobile ONE @Work Taxes Excluded rate plan at $per month with additional lines at $per month per lineAdditionally, the business account also includes one Mobile Internet (“MI”) line at $per month, T-Mobile’s JUMP Tier 1-handset protection feature at $per month per line for the lines ending in [redacted] and ***, and T-Mobile’s JUMP Tier 4-handset protection feature at $per month for the line ending in Please note Ms [redacted] is receiving numerous discounts, which include a 4th line free promotional monthly credit, an MI discount, and with her enrollment in AutoPay an additional $per line bill creditMs [redacted] ’s monthly service charges after discounts for the business account equal $plus additional government fees and taxes Additionally, Ms [redacted] ’s monthly billed charges include multiple equipment installments on EIP, in which certain devices include promotional discountsEIP includes the following equipment and installments: • Apple iPhone Plus 32GB for the line ending in at $per month; • Apple iPhone 6s Plus 16GB for the line ending in at $per month (which is pending return to T-Mobile per an upgrade dated February 2, 2017); • Apple iPhone Plus 32GB for the line ending in at $per month; • Samsung Galaxy SEdge 32GB for the line ending in at $per month; • Samsung Galaxy Avant for the line ending in [redacted] at $per month • LG G Pad X tablet for the line ending in [redacted] at $per month via monthly bill credits; • Samsung Jfor the line ending in [redacted] at $per month via monthly bill credits; • Samsung Galaxy SEdge Zagg HD Dry Full Body phone case at $per month; • Samsung Galaxy SEdge Evo Wallet phone case at $per month; • Apple iPhone Plus Lifeproof phone case at $per month; • Samsung JDualpro at $per month; and • FitBit Charge HR at $per month In an effort to amicably resolve Ms [redacted] ’s concerns however, T-Mobile applied a credit totaling $to her personal account number [redacted] resulting in a zero balance Additionally, T-Mobile has removed the personal 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 Ms [redacted] ’s credit report to reflect the change Unfortunately upon contacting Ms [redacted] on April 7, 2017, she was unavailable to discuss her additional concerns with the business accountT-Mobile would like the opportunity to resolve this matter further with Ms [redacted] ; therefore, she may contact me at the number provided below 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 recent contact with our Customer CareT-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 Kimo C [redacted] Executive Response

April 21, 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 April 18, 2016, regarding the above-referenced accountWe are pleased to confirm that Mr [redacted] is satisfied with our resolutionWe regret to lose Mr [redacted] ’s business and regret any concerns regarding his accountOn October 15, 2015, T-Mobile records confirm Mr [redacted] ported out two lines ending in [redacted] and [redacted] to another carrierPlease be advised the port-out of these two numbers resulted in the corresponding cancelation of the two numbers; however, this left three remaining T-Mobile lines active on Mr [redacted] ’s accountAs these lines remained active, Mr [redacted] continued to incur monthly service charges and equipment installments for three devicesT-Mobile records indicate that on July 5, 2014, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEIP is a payment option that allows eligible customers to purchase handsets by making a down payment and/or paying taxes on the retail cost of the handset at the time of purchase and agreeing to pay the remaining balance in installmentsPlease be advised however that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records further indicate that on November 10, 2015, Mr [redacted] took advantage of T-Mobile’s JUMP! On Demand offering with the lease of an Apple iPad Air tablet and an LG VhandsetPlease be advised however that JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeWhen the account and remaining three lines were canceled on February 20, 2016, the remaining EIP balance of $for the Samsung Swas accelerated and posted to the final billing statement dated March 9, Furthermore, T-Mobile records confirm on March 2, 2016, Mr [redacted] returned the iPad Air tablet and LG Vto a T-Mobile retail location successfully, however, did not pay the remaining lease payments agreed upon at the time of purchase, which led to the acceleration of the remaining lease balance of each device totaling $which also posted to the final billing statement dated March 9, Please note this final billing statement included the above accelerated equipment charges, unpaid monthly service and EIP charges, international call charges, late payment fees, tax and additional government fees totaling $1,It is T-Mobile’s position that this final account balance is valid and owedIn an effort to amicably resolve Mr [redacted] ’s concerns however, T-Mobile provided an account credit of $1,This credit brings Mr [redacted] ’s account to a balance of $that will remain valid and owedT-Mobile has placed a 90-day collection hold, set to expire July 18, 2016, to prevent collection activity on the account and to allow Mr [redacted] to remit paymentMr [redacted] accepted this as resolution to his concernsT-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, INCKimo C [redacted] Executive Response

August 17, 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 August 9, 2015, regarding the above-referenced account Please be advised that Mr [redacted] is listed as an authorized user on the above account T-Mobile regrets the inconvenience Mr [redacted] experienced with delay in transferring his mobile numbers ending in [redacted] and [redacted] to T-Mobile In order to port a number to T-Mobile, the person requesting the port must provide the account number, account name, and password from the account the numbers are being ported from Additionally the requestor must provide the account number, account name, and password the numbers are being ported to Please be advised that if the information provided is accurate, then the port request will be processed After careful review we have determined that the information that was provided in each of the submitted port requests was inaccurate; therefore, the port requests were not processed On August 8, 2015, mobile numbers ending in [redacted] and [redacted] were successfully ported to the above account As a courtesy for the inconvenience Mr [redacted] experienced, T-Mobile issued a $credit, bringing the account to a credit balance of $ Mr [redacted] has confirmed that his issue has been resolved to his satisfaction Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Cindy M [redacted] Executive Response

July 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 June 24, regarding the above-referenced accountWe are glad to inform you that T-Mobile has resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile regrets any inconvenience to Ms [redacted] regarding the return of her handsetIn our previous response dated April 21, to your file [redacted] , we agreed to allow Ms [redacted] to return her Apple iPhone 6s Plus 64GB Gold device to T-Mobile and upon receipt, the Equipment Installment Plan (“EIP”) linked to the device would be closedDue to an inadvertent error we could not locate Ms [redacted] ’s device and as her account was cancelled on April 22, 2016, the EIP charges were accelerated and a total of $was assessed to her accountHowever, after further review we found that Ms [redacted] ’s device was indeed returned to T-Mobile on June 1, in good working conditionAs such, on June 28, the credit of $for her EIP was applied to her accountMs [redacted] accepted the credit as resolution to her concerns and her account remains cancelled with a revised balance of zeroBased 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, INCSal O [redacted] Executive Response