T-Mobile USA

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] ***s

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced accountMr [redacted] has confirmed that he and Mr [redacted] are the same personPlease be advised that we have made attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any concerns that Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on January 22, 2017, with two lines of service, which he portfrom another providerMr [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $monthlyMr***’s line of service ending in was subscribed to our JUMP! handset protection feature at $monthlyAs such, Mr***’s monthly access charges were $ Additionally, on January 22, 2017, Mr [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG VhandsetMr [redacted] remitted a down payment in the amount of $49.99, and agreed to monthly installments in the amount of $for the remaining device balancePlease note 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 purchase At the time of Mr***’s activation, T-Mobile offered a promotion, known as our Tax Time Switcher promotionThis promotional offer allowed customers who poa new line of service on a qualified rate plan to receive a marebate in the amount of $per line of serviceThis promotional offer required that qualified customers submit an online request for the refund, via http://www.T-Mobile.com/promotions within days of the date of activationIt is important to note that this promotional offer may not be compatible with other promotional offersRegrettably, our records confirm that a submission for this promotional offer was not received from Mr [redacted] until March 20, As this was outside the provided day timeframe, Mr [redacted] was not eligible for this promotional offer In addition to our Tax Time Switcher promotion, Mr [redacted] indicated that he wished to participate in our early termination fee reimbursement program, known as Carrier FreedomThe Carrier Freedom promotion reimburses consumers’ early termination fees up to $per line and provides account credits of up to $per device tradat the time of their activation – for up to twelve lines of service In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationRegrettably, our records do not indicate that a submission for the Carrier Freedom program was received from Mr*** On February 27, 2017, Mr [redacted] initiated an early payment of $towards the LG VhandsetIt is important to note that as part of the early payment process at that time, the payment is immediately processed to the account, with a charge for the EIP amount to appear on the following billing statementAs Mr [redacted] had a balance owed at the time of his early EIP payment, the payment was applied to the account balance owed, reducing the balance to $Mr [redacted] remitted a payment in the amount of $on February 27, 2017, which left the account active, with a credit balance of $Mr***’s March 23, billing statement was in the amount of $332.00, for monthly access charges, monthly EIP, and the early EIP payment amountDue to the credit balance, Mr***’s account reflected a balance owed in the amount of $ Mr [redacted] cancelled his account on March 28, 2017, when he ported his numbers to another providerAs Mr [redacted] had an open EIP at that time, the remaining balance was assessed to his final billing statementOn April 15, 2017, Mr [redacted] remitted a payment in the amount of $for the balance owed at that timeThe final billing statement, dated April 23, 2017, was in the amount of $470.00, as it included the remaining EIP balance, minus credits issued to prorate the monthly access chargesA payment for this balance was remitted on May 10, Mr***’s account remains closed, with a zero balanceIt is T-Mobile’s position that based on the above, Mr [redacted] has been billed according to his rate plan and EIP In an effort to amicably resolve Mr***’s concerns, T-Mobile offers to allow him to send a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a refund to him for the qualified Carrier Freedom charges as described aboveMr [redacted] may send this documentation via a facsimile to my attention at 505-998-Alternatively, Mr [redacted] may contact me directly at the number below to discuss options to provide the itemized final billing statement via emailT-Mobile requests that Mr [redacted] provide this documentation no later than May 31, 2017, to accept this offer as resolution to his concernsT-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

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced in regards the mobile number to which the JUMP! On Demand (“JOD”) for the Samsung Galaxy SEdge handset is assigned toT-Mobile records indicate that on February 15, 2016, Ms [redacted] qualified for our JOD offering with the lease of a Samsung Galaxy SEdge deviceRegretfully, due to an administrative error, the JOD was placed on mobile number ending in Upon speaking with Ms [redacted] on May 31, 2017, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile offered to waive any remaining obligation Ms [redacted] has for the Samsung Galaxy SEdge handsetPlease note that Ms [redacted] has agreed to our offerMs [redacted] remains free to upgrade to the handset of her choiceT-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

Revdex.com: Though the issue hasn't been resolved as I'm still awaiting the refund of the $I can always open another case against T-MobileNo body can seem to tell me any information about the "prepaid card" I'm supposed to receive, and when Shannon has called, it has been while I'm at workThough I thank the Revdex.com for taking their time to help me try to resolve this issue, it looks like my next step is legal action against T-Mobile I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meThis company has really shown its true colors at how disrespectful and deceitful their business practices areOthers need to take note about all the negative information they can find regarding T-Mobile, fraudulent charges, missing refunds, missing equipment, etc.Sincerely, [redacted]

September 15, 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 September 10, 2015, 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 we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] experienced in his efforts to contact usAs stated in our response to your file number [redacted] , our records indicate that on August 28, 2015, Mr [redacted] visited www.T-Mobile.com and made a payment of $35.00, which was applied to Ms [redacted] ’s accountOn August 29, 2015, Mr [redacted] again visited www.T-Mobile.com and remitted payment in the amount of $This payment was successful and applied to Ms [redacted] ’s accountIn an effort to amicably resolve this matter, on September 10, 2015, we refunded Mr [redacted] August 28, 2015, payment of $back to his checking account ending in ***Mr [redacted] should have received his refund by September 13, As an additional courtesy, T-Mobile applied a $credit to Ms [redacted] ’s account so that the balance would not be negatively affected by the refundMs [redacted] ’s account has an outstanding balance of $451.24, which includes monthly access charges for services through August 27, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

August 8, 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 August 5, 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 satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with unlocking her equipmentDevice unlock codes are available to customers who meet our eligibility requirementsIn order to receive a device unlock code, customers must either have active postpaid or prepaid service, or, if service has been cancelled, must request the unlock code within days of cancellationSince Ms [redacted] is not an active or recent customer, she is not eligible to receive an unlock code for her deviceNevertheless, in an effort to amicably resolve this issue, we have provided Ms [redacted] with the unlock code for her Motorola VdevicePursuant to Ms [redacted] ’s request, we emailed the unlock code for her device to her at the email address provided in her correspondence to the Revdex.comT-Mobile regrets any inconvenience to Ms [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

September 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 August 29, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with her recent activation and we are pleased to report that we have resolved Ms***’ concerns to her satisfactionT-Mobile records indicate that Ms [redacted] activated the account on August 25, 2016, with the mobile numbers ending in ***, ***, [redacted] and ***Ms [redacted] subscribed to our now grandfathered Simple Choice Family Unlimited Talk Text plus 6GB of Data promotional rate plan for $per month for the first four lines of serviceAdditionally, each of Ms***’ mobile numbers subscribed to JUMP! with Premium Handset Protection for $per line each monthT-Mobile records indicate that upon activation, Ms [redacted] paid a total of $for four SIM cards plus applicable taxes and she qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Samsung Galaxy OnhandsetsEIP 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 installmentsAt the time of Ms***’ purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $With the monthly access charges, optional feature charges and equipment installments, Ms***’ monthly billing statement totaled $prior to equipment installments, fees and taxesMs***’ account was billed with our ‘bill current’ billing system, which means that she was billed for services in advanceMs***’ billing period started on the 27th of each month and ran through the 26th of the following month; payment was due on the 19th of each monthOn August 27, 2016, Ms [redacted] was sent a billing statement in the amount of $which consisted of new charges for services from August 27, 2016, through September 26, 2016, fees and applicable taxesThis payment was due on September 19, On August 29, 2016, pursuant to Ms***’ request, the account was canceledUnfortunately due to an inadvertent error, the retail store was not able to issue a refund for the $that Ms [redacted] had previously paidPlease be advised that Ms***’ EIP order was canceled and she currently does not have an open EIPIn addition her account has been credited $and as such, Ms***’ account remains closed with a zero balanceUpon speaking with Ms [redacted] T-Mobile advised of the above and offered to issue refund in the amount of $via direct deposit for the SIM cardsMs [redacted] accepted this as a resolution and was advised the refund will post to her checking account within one to three business daysMs [redacted] had no addition concernsT-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, INCRobert R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:It is not good business practice to start charging two years into my planIf this were the policy it should have started in the very beginning, and not "recently".If these fees are not returned to me and the going forward there be no charges, I will change service providers, and will ask forward this reply to and ask Attorney General Of [redacted] what his opinion is on this "unlimited" scheme Sincerely, [redacted]

November 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 28, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Ms***’s concerns to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with her recent handset purchasePlease be advised that in Ms***’s correspondence to your office her concerns are regarding the solicitation of T-Mobile service through Venicom Inca third–party dealer of T-Mobile products and servicesAs Venicom, Incis a third party authorized dealer for our products and services, their employees do not work directly for T-MobilePlease be advised that even though Venicom Incemployees are not T-Mobile employees they are held to the same standardPlease 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 a Venicom Incemployee failed in any way to display that during Ms***’s recent contact with VenicomT-Mobile records show that the mobile numbers ending in [redacted] and [redacted] were activated on June 30, 2016, by Venicom, IncThereafter Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone SE 16GB handset and an iPhone 6S 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 24-monthly installmentsAt the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $Ms [redacted] subscribed to our Simple Choice Unlimited North America Unlimited Talk Text plus 2GB of Data rate plan for $per month for the first two lines of serviceIn addition each mobile number subscribed to the following optional services: JUMP! with Premium Handset Protection (“PHP”) for $per month and our Simple Choice 6GB Data and Hotspot for $per monthWith the monthly access charges, optional feature charges and EIP, Ms***’s monthly billing statement totaled $prior to additional usage charges, fees, taxes and surchargesMs***’s account was billed for services in advanceMs***’s billing period started on the 15th of each month and ran through the 14th of the following month; payment was due on the 7th of each monthIn Ms***’s letter to your office, she indicates that she was not able to use service with her handset in or around her homeWe regret any coverage concerns Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors that may interfere with actual service, quality, and availabilityPlease note that Ms [redacted] may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Ms***’s area, T-Mobile shows that she should expect moderate coverageOn July 6, 2016, Ms [redacted] contacted T-Mobile regarding her coverage concerns and was sent a T-Mobile CellSpot Router at no chargeThe Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their capable deviceIt is like having a tower in one's house and is now available at no additional costOnly one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their homeThe CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over as compared to other network traffic which ensures consistent and clear quality phone callsThis router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return feeOn July 15, 2016, Ms [redacted] was sent a prorated billing statement in the amount $for services from June 30, 2016, through August 14, 2016, monthly EIP, fees, taxes and surchargesThis payment was due on August 7, Please note that on July 20, 2016, the mobile number ending in [redacted] was changed to the mobile number ending in On August 15, Me [redacted] was sent a billing statement in the amount $which consisted of new charges in the amount of $for services from August 15, 2016, through September 14, 2016, monthly EIP, fees, taxes, surcharges and her previous balance in the amount of $This payment was due on September 7, On August 17, 2016, T-Mobile issued credits in the amount $leaving a reaming balance in the amount of $Please be advised that all customers have the option and ability to register their account and mobile numbers on myt-mobile.com, where they may view all account information activity and have full access to the account management optionsOn August 17, 2016, Ms [redacted] spoke T-Mobile and advised that she was not able to log in and view her billing statementsAs such, copies of the previous billing statements were mailed to Ms***On August 26, 2016, Ms***’s account was fully suspended as a result of non-paymentPlease be advised that T-Mobile stops charging monthly access charges when an account becomes fully suspended for non-paymentThereafter Ms [redacted] contacted T-Mobile to restore her service and as such T-Mobile restored Ms***’s serviceAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Ms***’s account was reactivated, the account was assessed a $restore from suspension fee per line of serviceMs [redacted] stated that she wished to leave T-Mobile and return her handsetsPlease be advised that as of the time of Ms***’s purchase, T -Mobile provided a twenty day return period which allowed Ms [redacted] to use the equipment to see if it meets her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIPAs Ms [redacted] was beyond the return she was unable to return the purchased devicesT-Mobile then issued a one-time credit in the amounts of $leaving a remaining balance in the amount of $On August 30, 2016, a payment in the amount of $was remitted to Ms [redacted] account leaving a remaining balance of $On September 15, 2016, Me [redacted] was sent a billing statement in the amount $which consisted of new charges in the amount of $for services from September 15, 2016, through October 14, 2016, monthly EIP, restore from suspend fees, taxes, surcharges and the previous balance in the amount of $This payment was due on October 7, Thereafter, Ms***’s account was fully suspended as a result of non-paymentMs [redacted] contacted T-Mobile to restore her service and remitted a payment in the amount of $this payment updated the balance to $When Ms***’s account was reactivated, the account was assessed a $restore from suspension fee per line of serviceOn October 14, 2016, Ms***’s T-Mobile account was cancelled when she ported her mobile numbers to another service providerIf 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 purchaseWhen the account was canceled, the remaining EIP balance of $for the iPhone SE 16GB handset and $for the a iPhone 6S 16GB handset were each accelerated and will posted to the final billing statement dated November 15, Ms [redacted] was sent the October 2016, billing statement in the amount $which consisted of new charges in the amount of $for EIP, restore from suspend fees, taxes, and surcharges and the previous balance in the amount of $This payment was due on September 7, On October 24, 2016, T-Mobile received CellSpot Router and it was removed form Ms [redacted] accountOn November 4, 2016, T-Mobile spoke to Ms [redacted] and advised of the aboveMs [redacted] confirmed that she did not have the above mentioned equipment to return for a possible refundIn an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile issued a one-time credit in the amount of $bringing Ms***’s account to a zero balanceIn addition Ms [redacted] was advised of the remaining EIP balance in the amount of $which will reflect on her following billings statement dated November 15, T-Mobile agreed to issue a credit in the amount of $430.33, once Ms [redacted] made a payment in the amount of $Ms [redacted] accepted this as a resolution and had no additional concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

November 25, 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 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his handsetT-Mobile records reflect that Mr [redacted] purchased an iPhone Plus GB Silver on October 24, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Mr***’s account this warranty has been extended as he subscribes to the optional Premium Handset Protection (“PHP”) featureDuring the Limited Warranty period, Mr [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 optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageOur records confirm that the iPhone Plus GB is currently backordered by daysPlease be advised as T-Mobile being the service provider, we have no control over the stock by the manufacturerNevertheless, as we want to ensure that our customers are provided the best experience possible T-Mobile has been in contact with Mr [redacted] via emailOn November 23, 2016, T-Mobile has reached out to Mr***, and has offered to replace his current iPhone Plus 64GB with a brand new iPhone 128GB at no cost as gesture of goodwillMr [redacted] is welcome to contact me at the number below to accept this offer within 14-days from the date of this correspondenceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChris L [redacted] Executive Response

November 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account T-Mobile regrets hearing of Mr [redacted] ’s concerns with our payment arrangement options, the recent suspension of his account due to non-payment and service reconnection fees T-Mobile records confirm that Mr [redacted] has two mobile numbers active with mobile numbers ending in ***, [redacted] and one mobile internet line ending in *** Records further confirm that Mr [redacted] ’s account billing cycle runs from the 8th of one month to the 7th of the following month with payment due by the 28th T-Mobile offers payment arrangement options to our customer as a courtesy to allow them additional time to remit payment T-Mobile records indicate that on October 3, 2016, payment arrangements were made with Mr [redacted] with regard to his outstanding balance Mr [redacted] entered into a two installment payment arrangements: Mr [redacted] agreed to pay $on October 17, 2016, and $on October 31, 2016, these payments would satisfy his balance originally due by September 28, Although records confirm that Mr [redacted] successfully remitted payment for the two installments mentioned above, further review confirms that his payment due by October 28, 2016, was not remitted on time, as such on November 1, 2016, T-Mobile suspended the account's ability to place outbound callsAs 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 Mr [redacted] agreed to a new payment arrangement on November 1, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service It is T-Mobile’s position that the restore from suspension fees were validly assessed Although outside of T-Mobile policy, and as a courtesy to Mr [redacted] , on November 1, 2016, Customer Care waived the $restore from suspension fees for each line of service Mr [redacted] ’s account remains active with a balance in the amount of $ Pursuant to the payment arrangement Mr [redacted] entered on November 1, 2016, he agreed to pay $by November 15, 2016, and $by November 27, 2016, which will satisfied his outstanding balance T-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 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 Maggie R [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 meSincerely, [redacted] I did speak with Pancho at T- Mobile and was advised of the issuance of the debit card, when I receive it, I will consider the complaint satisfiedIt's a shame those vendors cause the company such problemsThe numbers supplied to me by them were of no help whatsoeverI do appreciate Pancho's attention to this matterIf I haven't received the debit card in days, I will notify youThank you for your assistance in this matter [redacted]

September 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 6, 2015, regarding the above-referenced account T-Mobile regrets Mr***’ experience regarding the return of a Samsung Galaxy Note handset T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction T-Mobile records confirm that Mr [redacted] purchased a Samsung Galaxy Note handset, on August 21, 2015, with an Equipment Installment Plan (EIP) Mr [redacted] was asked to make a down payment in the amount of $54.00, assessed taxes totaling $and agreed to a series of monthly installments in the amount of $ T-Mobile provided a day return period which allowed Mr [redacted] to use the equipment to see if it meets his needs If 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 EIP entered into at the time of the original purchase In an effort to resolve this matter amicably, T-Mobile has agreed to accept the Samsung Galaxy Note handset outside of the return period In exchange, T-Mobile agrees to credit the account $for the down payment, $for the taxes and any equipment installments charged for the Samsung Galaxy Note handset In addition, the remaining EIP installments will be canceled On September 12, 2015, Mr [redacted] completed an order for an Apple iPhone 6S handset on an EIP The handset is currently on a backordered status and the down payment of $and taxes of $will be offset by the account credits applied for the Samsung Galaxy Note handset, once the handset is shipped Mr [redacted] may return the Samsung Galaxy Note handset directly to my attention at: Executive Response Attention: Pancho Q [redacted] P.OBox [redacted] Albuquerque, NM T-Mobile recommends that Mr [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us We ask that Mr [redacted] please include the handset, battery, charger, stylus and his account information within the box to ensure that he receives the proper credit upon receipt of the handset Please be advised if the full kit is not returned, restocking fees of $for the charger and stylus will be deducted from the credit offered above Please 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 Mr [redacted] and the EIP balance will then be considered valid and owed 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 [redacted] Very truly yours, T-MOBILE USA, INC Pancho Q [redacted] Executive Response

Date Sent: 10/14/5:39:PMOctober 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] *** Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 30, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] has experienced with respect to the outstanding T-Mobile balance on the above-referenced accountPlease note that T-Mobile previously addressed Mr [redacted] concerns in our response to file number [redacted] As stated in our correspondence to your office under file number [redacted] , on March 13, 2016, due to continued non-payment Mr***’s account was transferred to AmSher, a third-party collection agency for collection of the outstanding balancePursuant to our Terms and Conditions, when an account is transferred to a third-party collection agency, a collection fee based on the outstanding balance transferred may be assessedThe fee on this account was $As such, Mr***’s account remained closed with an outstanding balance of $1,which consisted of monthly access charges, Equipment Installment Plan ("EIP") charges, applicable taxes, and fees from the billing statements dated November 10, 2015, through February 10, In an effort to amicably resolve Mr***’s concerns and upon speaking to Mr [redacted] on June 24, 2016, T-Mobile agreed to allow Mr [redacted] to pay $1,toward his account and in return, T-Mobile offered to credit the remaining account balance to zeroIn addition, upon completion of our offer, T-Mobile would remove the account from third-party collections and instruct the collection agency to delete any negative information reported to the credit bureausOur records indicate that on June 28, 2016, the account was assigned to Enhanced Resource Centers, an additional third party collection agency, for the collection of the outstanding balanceFollowing, on September 6, 2016, Mr [redacted] remitted payment of $1,directly with the third party collection agency, Enhanced Resource Centers and not with T-MobileAs T-Mobile was not aware of the payment remitted the above mentioned offer was not completedAs of September 6, 2016, the account reflected a remaining balance of $which included the collection fee of $To resolve this matter, on October 3, 2016, T-Mobile brought the account to a zero balance 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 be updatedT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAika A [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 April 8, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customersWe 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] ’ recent contact with our Customer CareWe as well regret any concerns to Ms [redacted] regarding her final billing statement and losing her as a customer T-Mobile records indicate that on August 13, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPad Air 16GB with monthly installments in the amount of $ T-Mobile records also indicate that on September 21, 2015, Ms [redacted] qualified for and took advantage of the JUMP! On Demand (“JOD”) lease program with two Apple iPhone 6s gigabytes (“GB”) handsets with monthly JOD payments of $plus applicable taxes for each handsetJOD customers are responsible for and agree to at the time of lease signing, a total of 18-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 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement Our records confirm that Ms [redacted] canceled the voice lines ending in [redacted] and [redacted] on February 15, 2017, when she ported these lines to another service providerOn February 16, 2017, pursuant to Ms [redacted] ’ request, the remaining mobile internet line of service ending in was cancelled Ms [redacted] ’ final billing statement dated March 14, totaled $which consisted of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $for the iPad Air 2, and two purchase option price charges of $for each iPhone 6S handset not returned to T-Mobile per the JOD lease agreement As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile is willing to allow Ms [redacted] to return the iPad Air with serial number [redacted] , and both iPhone 6S devices with serial numbers [redacted] and [redacted] to T-MobileIn exchange, T-Mobile will waive the remaining EIP balance of $for the iPad Air and the two purchase option price charges of $for each iPhone 6S, provided that Ms [redacted] returns the devices in like new conditions, free from any physical or liquid damageShould Ms [redacted] accept this offer, she may return the above listed devices directly to my attention within days of the date of this letter to the following address: Executive Response Attention: Aika A [redacted] Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devicesIn addition, we request that Ms [redacted] includes the batteries, chargers, and her T-Mobile account information with her returns to ensure proper creditWe also ask that Ms [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the iPhone devices will be returned to her and no adjustment will be issued if the application is enabled 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 Aika A [redacted] Executive Response

June 13, 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 7, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced regarding his recent handset replacement orderT-Mobile records indicate that on June 29, 2015, Mr [redacted] purchased a Samsung Galaxy S handsetPlease note that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, 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 be advised that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processedThis fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement deviceWhen Mr [redacted] requested the Limited Warranty exchange the $Service Warranty Processing Fee was disclosed before the transaction was completed and the new device was sent out to Mr***It is important to that if the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedPlease be advised that T-Mobile is unable to return the handset that sustained physical damage to Mr [redacted] as the device was mailed to the equipment manufacturer for repair and or replacementHowever, in an effort to amicably resolve this matter on June 10, 2016, T-Mobile applied a credit to the account in the amount of $for the out-of-warranty fee and all applicable taxesPlease note that Mr***’s account currently remains open and reflects a remaining balance due in the amount of $This amount consists of monthly access charges and all applicable taxes and fees for the billing period dates of May 25, to June 24, We regret any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTiffany C [redacted] Executive Response

July 15, 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 7, 2015, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr [redacted] concernT-Mobile records confirm that on June 5, 2014, the above-referenced account was activated with two mobile internet lines and two Apple iPad Air 16GB tablets on T-Mobile’s Equipment Installment Plan (“EIP”)EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsT-Mobile records confirm that the account was canceled on August 18, 2014, due to lack of payment and was referred to collections on September 28, T-Mobile records confirm that Mr [redacted] contacted T-Mobile’s Risk Assessment Team and was referred to the collection company for a Collection Dispute FormPlease note that T-Mobile does not have a record of receiving a copy of the dispute form and on July 9, opened an investigation on Mr [redacted] behalfT-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiatedTherefore, Mr [redacted] has been absolved of all financial responsibility for this accountIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMr [redacted] should allow approximately days for this information to be reflected on his credit reportT-Mobile encourages Mr [redacted] to contact the three major credit bureaus to make them aware that he has been a victim of identity theftThey will instruct Mr [redacted] further on how to protect himself against future fraudulent activityHere is the contact information for the three major credit bureaus: • [redacted] PO Box [redacted] Allen, TX 75013-[redacted] PO Box [redacted] Atlanta, GA [redacted] PO Box [redacted] Fullerton, CA [redacted] Fax [redacted] Please note that T-Mobile has also emailed Mr [redacted] a letter confirming that the account was substantiated as fraud and has been removed from collections for him to provide to the credit bureausT-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 [redacted] Very truly yours, T-MOBILE USA, INCOscar T [redacted] Executive Response

January 5, 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 January 4, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has experienced in regards to losing her photos and appreciates the opportunity to respond to her concerns 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 retail location After review of Ms [redacted] ’s account T-Mobile records reflect that on September 23, 2016, she was advised via written correspondence information outlining how to backup and save the files that may be saved on her handsetAdditionally, as Ms [redacted] continued to contact T-Mobile Customer Care in an effort to resolve this matter, on November 17, 2016, T-Mobile issued a one-time courtesy credit in the amount of $to her account Please be advised that our Terms and Conditions of service state that “you agree we are not liable for missed or deleted voice mails or other messages, for any information (like pictures) that gets lost or deleted if we work on your Device”, and as such, we respectfully decline to provide further compensation in regards to this matter Nevertheless, in an effort to amicably resolve Ms [redacted] ’s concerns, on January 5, 2017, upon speaking with her T-Mobile offered a one-time credit in the amount of $as a final resolution to her concernsMs [redacted] advised that she would like to consider this offer and as such, should Ms [redacted] like to take advantage of this offer she may contact our office at the below number by February 5, 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 Shannon R [redacted] Executive Response

As of this time, I have not recieved a refund of any sortI dont want this case closed until I receivethe refund Complaint: [redacted] I am rejecting this response because: As of this time, I have not recieved a refund of any sortI dont want this case closed until I receivethe refundComplaint: [redacted] Sincerely, [redacted]

November 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 October 27, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile regrets that Ms [redacted] has experienced concerns with her final billing statement dated July 10, T-Mobile records confirm that Ms [redacted] canceled her account on June 16, when she ported her mobile number to another service providerMs [redacted] ’s account balance totals $which is for the prorated final monthly recurring service charges from service that ran from June 10, through June 16, 2016, and the JUMP! On Demand lease acceleration, and collection feeAs the account balance of $was left unpaid, Ms [redacted] ’s account was referred to an outside collection agency, Convergent Outsourcing Inc., on October 8, 2016, and Ms [redacted] ’s account was assessed a collection fee of $However, upon review of the account and Ms [redacted] ’s, correspondence, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, 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 relating to this accountPlease note that it may take up to days for the credit report to be updatedBased 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, INCLupe C [redacted] Executive Response