T-Mobile USA

August 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 5, 2015, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Ms***’ satisfaction T-Mobile regrets that Ms [redacted] had any concerns with the non-return fee On April 2, 2015, replacement equipment was ordered for Ms***’ non-working Apple iPhone 5S handset, and it was shipped to her on April 9, Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee Our records indicate that we did not receive the non-working equipment As such; Ms [redacted] was charged $for the non-return fee and applicable taxes It is important to note that the possibility of a non-return fee was disclosed to MrSean ***, the listed authorizer user on Ms***’ account, at the time the exchange was processed On July 20, 2015, we received the non-working equipment Although this was not within the allotted seven days, as a courtesy, on August 7, 2015, T-Mobile applied a credit of $for the non-return fee and the applicable taxes T-Mobile records confirm that Ms [redacted] requested to cancel the account on July 11, and the account was cancelled at her request on that date If 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 statement This information is disclosed within the EIP agreement provided at the time of purchase T-Mobile records indicate that Ms [redacted] agreed to an EIP for the mobile number ending in on October 1, and again on January 21, 2015, with the purchase of an Apple iPhone 5C handset and an Apple iPhone 5S handset When the account was canceled on July 11, 2015, the remaining EIP balance of $for the Apple iPhone 5C handset and $for the Apple iPhone 5S handset was accelerated and posted to the final billing statement dated July 28, At this time, Ms***’ final balance totals $682.99, which is comprised of monthly access charges, the EIP balances, and taxes and surcharges for services rendered and used from May 29, through July 11, As a courtesy, T-Mobile placed a 60-day collection hold on the account through October 5, T-Mobile advised Ms [redacted] that she may contact me when one half of the balance is paid by October 5, and if she needs additional time to pay, we will approve a final 60-day collection hold In the alternative, T-Mobile advised Ms [redacted] that she may return the Apple iPhone 5C handset and the Apple iPhone 5S handset to my attention to have the balance in full in the amount of $credited The handsets can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: Ally Y [redacted] Albuquerque, NM 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 records, as we are not responsible for equipment being returned back to us We ask that Ms [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsets Please be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms [redacted] and the EIP balance will then be considered valid and owed It is important to note, Ms [redacted] must have the equipment post marked for return no later than August 14, Should Ms [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid T-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 attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

May 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 11, 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 billing experiencesT-Mobile records confirm that since February 3, 2017, Mr [redacted] ’ account is subscribed to T-Mobile ONE All In which is $per month for the first two lines of serviceAny additional lines of service are an additional $per month per line of serviceWhile subscribed to this rate plan, taxes and regulatory fees are included with the monthly recurring chargeIt is important to note that any charges that are not part of the monthly recurring charges are subject to taxes, such as restore from suspension fees, international calls, and third party downloads to name a few as these are not covered by the rate plan In addition, while subscribed to this rate plan, Mr [redacted] has the option to enroll in AutoPay to be eligible for a $discount per line of servicePlease note that Mr [redacted] ’ account was enrolled in AutoPay on February 28, 2017; however, she removed the features on March 21, As AutoPay was removed Mr [redacted] ’, account is no longer eligible for the $per line discount On March 1, 2017, and only for a limited time, customers on an eligible rate plan who have a minimum of two voice lines can activate one additional line of service for free through monthly bill credits while maintaining account eligibility for the This One’s On Us promotionOn March 3, 2017, T-Mobile records indicate that Mr [redacted] activated a new line of service under the promotionUpon further review, the bill dated April 11, 2017, reflected the promotional credit on the mobile number ending in ***, however the bill dated on May 11, 2017, did not reflect the credit as the account was suspended for non-payment on April 30, T-Mobile records confirm that to be eligible for the monthly bill credit the account must remain in a good standing status, otherwise the promotional credit will not apply until the account becomes currentAs a result of Mr [redacted] ’ account being suspended for non-payment, the three lines of service currently on his account were subject to a $restore from suspend fee plus tax per line of serviceAs the account was suspended for non-payment, this also deemed the account ineligible for the monthly credit of $for the third line of service ending in ***It is T-Mobile’s position that Mr [redacted] has been billed in accordance with his selected rate plan and featuresThe account currently reflects a balance of $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 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

August 26, 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 20, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding the non-return fee assessed to her account on July 23, T-Mobile records reflect that Ms [redacted] purchased an Apple iPhone 16GB handset on May 28, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange 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 damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on June 1, It is important to note that as of the date of this letter, T-Mobile records confirm that this handset has not been received by our warehouseNevertheless, on August 23, 2016, T-Mobile agreed to waive this non-return fee of $T-Mobile has issued the credit which lowered Ms [redacted] ’s balance to $T-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, INCJames G [redacted] Executive Response

September 5, 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 August 24, 2017, regarding the above-referenced account Please be advised that [redacted] and [redacted] **is the same personT-Mobile is pleased to report that we spoke to Mr [redacted] and he confirms that his concerns have been resolved to his satisfaction T-Mobile regrets any concerns Mr [redacted] has in regards to his service and the cost of new handsets T-Mobile records confirm that Mr [redacted] was using an unlocked Samsung Galaxy Shandset and an Apple iPhone handset from [redacted] It should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers Historically, the basic functions of unlocked handsets work on our network; however, certain advanced features may work sporadically or not at all We regret any inconvenience Mr [redacted] has experienced Upon further review of Mr***’s coverage area, T-Mobile has confirmed that the area was recently upgraded from UTMS 1900MHz to LTE 1900MHz Please be advised that this change was in an effort to enhance the overall functionality of our network and was geared to provide customers with a superior network experience As noted above, there are several factors that can affect coverage and T-Mobile has determined that the handsets that Mr [redacted] was using prior to our network modernization is not compatible with LTE 1900MHz service Please be advised that since 2013, T-Mobile no longer offers subsidized or discounted handsets Customers may purchase handsets at full retail price Qualified customers may use the Equipment Installment Plan (EIP) whereby a down payment may be required at the time of purchase and the remaining cost is paid over a period of months through a series of installments added to the monthly billing statement It is important to note that T-Mobile does not price match handsets as well as we do not reimburse for accessories that were purchased from a prior company T-Mobile records confirm that Mr [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings: On August 19, 2017, Mr [redacted] purchased a Samsung Galaxy S32GB handset for $ Mr [redacted] was not required to remit a down payment and agreed to 24-monthly installments in the amount of $20.00.On August 23, 2017, Mr [redacted] purchased an Apple iPhone SE 32GB for $ Mr [redacted] was required to remit a down payment of $and agreed to 24-monthly installments in the amount of $ T-Mobile records confirm that Mr [redacted] has qualified for and took advantage of T-Mobile’s QUNetwork Upgrade Offer which from August 12, through December 31, 2017, customers in the Dallas, TX and Jacksonville, FL markets can get a onetime bill credit up to $ within six to eight weeks of a qualifying purchasePlease note there are specific requirements for this offer such as customers have and be using an eligible U1900-only handset and purchase an eligible device on EIP, through JUMP! Upgrade, or at full retail price In effort to amicably resolve this matter for Mr [redacted] T-Mobile applied a onetime bill credit in the amount of $leaving a credit balance of $towards Mr***’s account as compensation for the cases he had to purchase for his new handsets Mr [redacted] accepted this as resolution to his concernsT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response

October 17, 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 4, 2017, regarding the above-referenced account Please be advised that T-Mobile attempted to contact Ms***, without success At this time, T-Mobile will respond to both you and Ms [redacted] with this letter and we hope to resolve this matter for her T-Mobile regrets that Ms [redacted] has concerns with the Equipment Installment Plan (“EIP”) balances that were transferred to her account, and we appreciate the opportunity to resolve this matter with her On August 9, 2016, Ms [redacted] completed a Change of Responsibility (“COR”) with the mobile number ending in 4181, and at that time she took ownership of that line of service from the previous billing responsible party On August 9, 2016, the previous billing responsible party purchased equipment on our EIP on the original account The previous billing responsible party visited a T-Mobile retail location on July 15, 2017, and stated that the EIPs on his account for an Apple iPhone 6S handset and a Samsung Galaxy Shandset were not his and were Ms***’ and that the EIPs were supposed to be on her accountPlease be advised that the EIPs were then transferred to Ms***’ account at that time On October 3, 2017, T-Mobile issued credits totaling $to Ms***’ account for the disputed EIP charges for the two handsets In addition, on October 5, 2017, T-Mobile closed the two disputed EIPs from Ms***’ account Ms [redacted] will not be charged for the two disputed handsets again Ms***’ revised balance is $and is past due Ms [redacted] may contact T-Mobile at 800-937-to discuss payment options that may be available T-Mobile appreciates Ms***’ business and we regret any inconvenience that she 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 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 Ally Y [redacted] Executive Response Tell us why here

June 23, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 17, 2015, regarding the above-referenced account We are pleased to advise that we have successfully contacted Ms [redacted] and have resolved the matter to her satisfactionPlease be advised that as part of T-Mobile's Un-carrier strategy when establishing new services with T-Mobile, customers are not charged an activation fee However, since not all channels or locations can execute fully on the Un-carrier strategy, there are rare instances where customers will be subject to a $activation fee Our records confirm that on June 12, 2015, Ms [redacted] contacted T-Mobile Telesales Department, at which time she purchased a Samsung Galaxy Sdevice and prepaid activation kitAt the time of her purchase, Ms [redacted] was not assessed an activation fee; however, our records confirm she selected to pay the addition cost of $to ensure next business day delivery for her new equipment Based on the timeframe that Ms [redacted] ’s order was completed in, unfortunately the United Parcel Service (UPS) was unable to ship the device the same day that the order was placed As a result, the equipment was not shipped until the next available business day, Monday, June 15, Our records further confirm that on June 16, 2015, Ms [redacted] ’s order was successfully delivered by UPS to her residenceIn an effort to amicably resolve the matter, on June 19, 2015, T-Mobile activated Ms [redacted] ’s Pay-As-Yprepaid account Additionally, a courtesy credit in the amount of $was applied to her account.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Telesales Department 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 the address below or [redacted] Very truly yours,T-MOBILE USA, INC.Emilio S [redacted] Executive Response

June 15, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] [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 8, 2015, regardingthe above-referenced account T-Mobilehas attempted to reach Ms [redacted] but unfortunately we have been unsuccessfulin our attempts Therefore, we willattempt to address Ms [redacted] concerns via this response Please be advised that T-Mobile recordsindicate the account holder of record is [redacted] , and that he hasdesignated [redacted] as an authorized user of the accountT-Mobileonly offers to new customers or current customer wishing to change their rateplan, the Simple Choice Valueplan These competitively priced plansoffer unlimited nationwide minutes, domestic messaging and on network datausage, with the first one (1) gigabyte at up to 4G speeds Data features providing increasing allotmentsof high speed data may be added for an additional cost There is no activation fee or annual servicecontract required for these rate plansHowever, it is important to note that T-Mobile no longer offers subsidizedor discounted handsets Customers maybring their own compatible device to T-Mobile or purchase handsets at fullretail price Qualified customers mayuse the Equipment Installment Plan (EIP) whereby a down payment may be requiredat the time of purchase and the remaining cost is paid over a period of 24months through a series of installments added to the monthly billingstatement T-Mobilerecords indicate on June 5, 2015, Ms [redacted] activated her account on ourpromotional Unlimited Simple Choice Valuerate plan This rate plan providesunlimited nationwide minutes, domestic messaging, and on network data usage at 4GspeedsThis reate plan is charged at a rate of $per month before taxesand fees for the first two lines of service This rateplan is not eligible for any other monthly discounts as the rate plan itself isalready steeply discounted It isimportant to note that this rate plan is normally $per month for twolines T-Mobilerecords also indicate that on June 5, 2015, Ms [redacted] activated two mobileinternet lines on her account Ms[redacted] selected our Match Your Datamobile internet data plan for these two lines This rate plan matches the data that Ms[redacted] receives on her mobile phone numbers up to 5GB at 4G data speeds This rate plan is charged at a rate of $10.00per month, per line, before taxes and fees It isimportant to note that the base price for Ms [redacted] plan is $permonth before taxes and fees for the services described above that she iscurrently subscribed toT-Mobile records indicate that onJune 5, 2015, Ms [redacted] qualified for and took advantage of our EIP offeringwith the purchase of two Apple iPhone 32GB handsets, and two Apple iPad Minitablets EIP is a payment option thatallows eligible customers to purchase handsets by making a down payment at thetime of purchase and agreeing to pay the remaining balance in 24installments Accordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a seriesof monthly installments in the amount of $As part of our Best iPad promotion,Ms [redacted] qualifies for a $bill credit every month for months for eachApple iPad Mini that she purchased However, if she cancels or downgrades the dataplan below 1GB, they are disqualified from the offer and will be responsiblefor the remaining $monthly EIP cost Please note that this promotion provides amonthly discount to Ms [redacted] in the amount of $ It is important to note that theamount of Ms [redacted] monthly rate plan combined with the monthly EIP paymentsbrings her total monthly bill before tax to $ As stated above, Ms [redacted] receives a monthlycredit of $bringing the revised monthly bill before taxes and fees to$ Ms[redacted] may contact me at the number listed below if she would like to discussother plans that would be eligible for a monthly military discount We regret any inconvenience to Ms., [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

June 2, 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 27, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms***’s concerns to his satisfaction T-Mobile understands the importance of ensuring our customers are provided with accurate information on each interaction and we regret any confusion Ms [redacted] may have experienced regarding the SmartPhone Equality offer T-Mobile has recently implemented an initiative we call Bill Simplicity which includes a variety of improvements to simplify the balances reflected on our customer’s monthly billing statementsThis includes the update to our Equipment Installment Plan (“EIP") offer that eliminated down paymentsThis was done in order to provide an easy to read monthly installment, for example $as opposed to $27.09; adding a small down payment at the time of financing allows us to provide such monthly installments In order to reach an amicable resolution with Ms***, T-Mobile has agreed to make a one-time exception and provide Ms [redacted] with an EIP financing option that does not include a down paymentMs [redacted] understands that all future EIP purchases will include a down payment of some amount as is the case for all well-qualified T-Mobile customersT-Mobile asks that Ms [redacted] contact me either at the email [redacted] @T-Mobile.com or the number below once the account has been brought current to discuss upgrade optionsMs [redacted] has been informed she will be unable to finance a device at a retail location with no down payment as our Point of Sale systems do not allow associates to modify pricing Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

November 11, 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 3, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] with regards to his handset upgradeOur records indicate that on October 14, 2016, Mr [redacted] upgraded to an Apple iPhone and remitted a payment in the amount of $which included taxes in the amount of $and shipping charges in the amount of $and agreed to 24-monthly installments in the amount of $Our records confirm that the above handset was not delivered to Mr [redacted] due to an inadvertent error during shipmentT-Mobile regrets any inconvenience to Mr [redacted] with regards to thisPlease be advised that records do not confirm that Mr [redacted] remitted a payment of over $for the above upgradeIn an effort to amicably resolve this matter, on November 10, 2016, T-Mobile spoke with Mr [redacted] and offered to send him an Apple iPhone and to reduce the cost of this handset from $to only $324.99, and to waive overnight shipping and any applicable taxesMr [redacted] declined the above offer and unfortunately requested to have his T-Mobile account cancelledT-Mobile cancelled Mr [redacted] ’s account same day pursuant to his requestPlease note that although Mr [redacted] remitted a payment in the amount of $for his original upgrade, we refunded the amount of $to his original method of payment which he will receive within five business daysBased 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, INCCesar R [redacted] Executive Response

May 24, 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 May 17, 2016, regarding the above-referenced accountT-Mobile regrets the concerns Mr [redacted] has encountered with his billingOn October 10, 2015, our records indicate that Mr [redacted] activated two lines of service, qualified for and took advantage of our JUMP! On Demand lease offering with two Apple iPhone 6s handsetsMr [redacted] agreed to a series of monthly payments in the amount of $a month for each handset and the purchase option price of $for each handset if they are not returned to T-Mobile after the month lease agreementMr [redacted] opted for our $North America unlimited talk and text plan with GB of data and $a month for Assurant Premium Handset ProtectionMr***’s expected monthly charges including JUMP! On Demand payments each month is $plus applicable taxesOur records show that from October 7, 2015, to December 30, 2015, customers who signed up for JUMP! On Demand with an iPhone 6s and traded in a qualifying device, were eligible to receive a monthly credit which reduced their monthly lease payment to no more than $to $after upgrading to an iPhone 6sOur records indicate that Mr [redacted] traded in an Apple iPhone and an Apple iPhone 5c at the time of activation and was eligible for the above offerAdditionally, T-Mobile was able to confirm that Mr [redacted] has received monthly credits on his T-Mobile account for the above promotion with the exception of $Due to an inadvertent error the monthly credits stopped being applied automatically as of March 1, T-Mobile has confirmed that Mr [redacted] will receive the promotional credits going forwardT-Mobile regrets any inconvenience this has causedOn May 19, 2016, in order to amicably resolve this matter, T-Mobile spoke with Mr [redacted] and offered a bill credit in the amount of $and a rate plan change to our Simple Choice North America plan which offered unlimited talk, text and six gigabytes of data per lineMr [redacted] agreed to this offer and was satisfied with the resolutionMr***’s newly revised balance with the due date of June 3, 2016, is $and includes monthly access charges, features taxes and fees and both Apple iPhone 6s lease agreementsPlease note that Mr***’s monthly recurring charges moving forward with both Apple iPhone 6s lease agreements is expected to be $plus taxes and applicable feesBased 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, INCCesar 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 me I hope there will be no more inconsistencies with my account Sincerely, [redacted]

November 3, 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 29, 2015, regarding the above-referenced accountUpon speaking with Mr***, T-Mobile learned that the incident at issue occurred while he was visiting an indirect dealer of T-Mobile service, Skye WirelessAlthough T-Mobile is the service provider, Skye Wireless was the party with whom Mr [redacted] purchased his equipment and had interaction with regarding this transactionNevertheless, T-Mobile takes allegations of misconduct seriouslyWe have forwarded this matter to Skye Wireless for further investigation and follow upRest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealersT-Mobile records indicate that on August 23, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two [redacted] plus devices and an [redacted] deviceEIP 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 installmentsBased on his personal credit history at the time of Mr [redacted] purchase, he was required to remit a payment of $after taxesMr [redacted] then agreed to a series of monthly installments in the amount of $Additionally, on August 24, 2015, Mr [redacted] participated in T-Mobile’s JUMP! On Demand program with a lease agreement for a [redacted] Note device and agreed to monthly installments of $Lastly, on August 25, 2015, Mr [redacted] purchased a Logitech Boom accessory with no down payment but agreed to a series of installments of $Please note, T-Mobile has no record of Mr [redacted] being offered anything differently by the retail store and regrets any conflicting information he may have been provided by the storeIt’s important to note on October 27, 2015, Mr***’ financial institution backed out of the above-referenced payment, causing T-Mobile to create a charge on the account in the amount of $for the payment and $in returned payment feesIn regards to Mr***’ concerns regarding his Early Termination Fee reimbursement, on October 20, 2015, Mr [redacted] was approved for his Early Termination Fee reimbursement in the amount of $1,Please note it may take two to three weeks from the approval date to be mailed to Mr***Furthermore, the T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their homePlease note that the Signal Boosters are T-Mobile owned devicesT-Mobile records reflect Mr [redacted] requested a return kit for his device on September 25, 2015, and as the Signal Booster was not returned by October 25, 2015, there was a $non-return fee, plus applicable taxes, that was assessed to the accountIn an effort to amicably resolve this matter for Mr***, on November 2, 2015, T-Mobile applied a credit to the account for the non-return fee of $Additionally, T-Mobile will allow Mr [redacted] to return his five devices in acceptable condition to T-Mobile and T-Mobile will remove the remaining EIP balance of $2,589.07, and apply a credit in the amount of $The equipment can be mailed to me at the following address: [redacted] T-Mobile recommends that Mr [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned, such as the charger, a $restocking fee will be deducted from the credit offered aboveIf the equipment has sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered validWe also ask that Mr [redacted] disable the “Find my [redacted] ” application as T-Mobile cannot disable this application and the device will be returned to Mr [redacted] if the application is enabledIn order to take advantage of this offer, Mr [redacted] must have the equipment post marked for return no later than December 2, Should Mr [redacted] fail to meet this date the offer shall be considered void and charges will be considered validAny remaining credit balance on the account after the credits are applied will then be mailed to Mr [redacted] in the form of a prepaid debit card to his billing address within seven to ten business days of the receipt of his equipmentUpon speaking with Mr [redacted] he accepted this as resolution to his 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, INCZachary S [redacted] Executive Response

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence January 20, 2018, regarding the above-referenced account Please be advised that we have made attempts to contact [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address [redacted] ’s concerns within this letter T-Mobile regrets any collection concerns [redacted] has experienced T-Mobile records indicate that [redacted] cancelled her account on December 2, 2017, when she performed a Change of Responsibility A Change of Responsibility is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountThe final billing statement issued on December 24, 2017, reflected a balance of $due by January 2, 2018, and consisted of monthly access charges from October 24, 2017, through December 2, 2017, and applicable taxAs payment was not received timely, on January 12, 2018, [redacted] ’s account was transferred to Receivables Performance Management, a third-party collection agency At that time a collection fee in the amount of $was assessed to the account In an effort to amicably resolve this matter, on January 23, 2018, T-Mobile issued a credit in the amount of $to [redacted] ’s account for monthly access charges from October 24, 2017, through December 2, 2017, collection fee and applicable taxT-Mobile has removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt Please note that it may take up to days for [redacted] ’s credit report to reflect the change Please be advised that on January 27, 2018, a payment in the amount of $was remitted to the account As a result on January 30, 2018, T-Mobile transferred the credit balance of $to [redacted] ’s husbands account number [redacted] Mr [redacted] ’s account currently remains closed with a zero balance T-Mobile regrets any inconvenience to [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.William B***Executive Response

Hello my name is [redacted] I filed a complaint against T-mobile on 4-4-they did resolve the issue on 4-5- My complaint ID [redacted] Thank you!

December 16, 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 December 4, 2015, regarding the above-referenced accountT-Mobile regrets any concerns that Ms [redacted] experienced regarding the loss of her data and her handsetAs Ms [redacted] mentions in her correspondence, on December 29, 2014, she took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handsetPlease note that when customers contact our Customer Care department to report issues with their handset or service, they are walked through troubleshooting steps in an effort to evaluate and resolve service or handset related issuesWhen all other troubleshooting steps are exhausted, a final step in this process is to reset the handset back to the factory settings, which results in all data being removed from the handsetWhile we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshootingCustomers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in storePlease note there are several avenues available via third party applications to store information digitallyT-Mobile respectfully declines Ms [redacted] ’s request for a free $valued handset and months of service at no costHowever, In an effort to amicably resolve Ms [redacted] ’s request, T-Mobile would like to reoffer the Samsung Galaxy Grand Prime handset as a replacement for her current handsetAdditionally, T-Mobile has offered a credit of $61.43, which is equivalent to one month of servicePlease note that Ms [redacted] can reach out to me at [email protected] Attn: Ruben or at the number provided below to take advantage of our offerMs [redacted] has until January 15, 2016, to reach out to me before the offer expiresPlease be advised that Ms [redacted] ’s account remains active with a balance of $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, INCRuben A [redacted] Executive Response

Date Sent: 3/7/8:59:PMComplaint: [redacted] I am rejecting this response because: This issue requires further research per T-MobileI have sent the bill to Sacny twice, and according to Allie the current person assisting she had to take a leave, I have sent the bill to Allie and she states that it does not have all the information on it, and I need to send a bill to specifically show one of the phones to get the full amount I am dueAt the time of this I had just gotten news that my year old step son had been murdered and I advised that I needed to deal with that and will not be able to get that information until this is overI received another call the day before the funeral and I advised Allie that I will deal with this after the funeralI got an apology however, I still felt that since I had told her and she obviously didn't care because she called me advising me this had to be doneWhy am I saying all of this??? Simply because I called [redacted] and spoke to a customer service representative that advised me all of the phones are listed on the bill and they walked through the bill with meI called Allie of T-Mobile on Monday March 7th, to discuss what [redacted] had advise me but had to leave a messageI got out of the house and drove too my job to get everything that I faxed to T-Mobile times already and sure enough I see the phone and information on the bill, furthermore I became angry because I feel T-Mobile is stalling to pay the least amount possibleI contracted with T-Mobile, you have the ability to pull the transaction, or check the history of when I started with T-Mobile and the phones that were turned in at that time that I signed on and how many numbers you transferred overWhy inconvenience the customer? T-Mobile office of the President as you call it, has the ability to review contracts and history of customersI am still waiting on resolution and the correct amountT-Mobile is really holding to the reputation that I heard about before I contracted with the companyAll this over a promise that was made to me to switch overYou would think you would want to keep a customerNot resolved and I do not agree with response.Sincerely, [redacted] ***

October 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 September 29, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] experienced upon activating T-Mobile serviceWe further regret the inadvertent billing of international long distance callsT-Mobile records confirm the return of two handsets on August 18, 2015, one handset on August 19, and one handset on August 20, 2015, at the T-Mobile National Return CenterIn an effort to resolve this matter amicably, T-Mobile has credited the canceled account to reflect a zero balance due to very limited usage with the four lines of serviceT-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] credit report to reflect the changeT-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 [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

September 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 August 31, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced in regards to equipment charges T-Mobile’s Equipment Installment Plan (“EIP”) is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle and the benefit of trading in their current device on EIP for full credit of the remaining balance Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollment T-Mobile records indicate that on December 5, and December 10, 2015, Mr [redacted] purchased two LG Vhandsets for use on the mobile numbers ending in [redacted] and [redacted] by utilizing EIP At the time of each purchase, Mr [redacted] was required to remit payment for taxes on each device, and he agreed to monthly installments of $on each device T-Mobile records confirm that on March 29, 2017, Mr [redacted] placed an order for two Samsung Galaxy SPlus handsets and initiated the trade in of two LG Vhandsets by utilizing the JUMP! programOn May 2, 2017, T-Mobile received the LG Vhandset that was previously associated with the mobile number ending in ***, and on May 5, 2017, T-Mobile received the LG Vhandset that was previously associated with the mobile number ending in Regrettably, due to an inadvertent error, no credits were applied for either of Mr [redacted] ’s EIP balances for each LG Vhandset On August 31, 2017, T-Mobile contacted Mr [redacted] and agreed to apply a credit in the amount of $to his account in an effort to amicably resolve his concerns The EIP for each LG Vhandset is now closed with a zero balance Upon contacting Mr [redacted] on September 2, 2017, Mr [redacted] confirmed that his concerns have been fully resolved Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during any of Mr [redacted] ’s contacts with Customer Care 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 Anthony M [redacted] Executive Response

April 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 a letter dated April 11, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms [redacted] , and that she has designated Mr [redacted] as an authorized user of the account T-Mobile is sorry to hear of Mr***’s concerns with his monthly estimated chargesPlease be assured that we make every effort to provide complete and accurate information to our customersWe apologize if Mr [redacted] feels that this was not his experience In reviewing Mr***’s concerns and the account, our records confirm that his concerns are with our T-Mobile ONE 4th line free promotionFrom September 8, 2016, through December 6, 2016, T-Mobile offered the 4th line for free with T-Mobile ONEUpon review of the account, T-Mobile records confirm that the account is subscribed to T-Mobile ONE and successfully receiving the monthly promotional bill credit for the 4th line of serviceIn addition, our records confirm that the account is enrolled in AutoPayAutoPay is an optional feature that provides our customers with a $monthly discount per line when enrolledCustomer can subscribe and/or unsubscribed at any time but with the understanding that the $per line will be removed once unsubscribed T-Mobile has reviewed the account and confirmed as mentioned above, that the account is subscribed to T-Mobile ONE and currently receiving a $AutoPay discount per line of serviceBased on this information and considering that the account has four active voice lines, Mr [redacted] should expect his monthly bill to be $for his monthly service charges, including a $per month JUMP! feature under his mobile number ending in [redacted] and a $per month Premium Handset Protection (“PHP”) feature under his mobile number ending in before applicable taxes and feesIt is important to note that Ms [redacted] is financing equipment and accessories with our Equipment Installment Plan (“EI”) program and is currently making monthly payments totaling $ As such; Mr [redacted] should expect his monthly bill to be roughly $to $per month In regards to Mr***’s concerns with their billing statement dated March 15, 2017, it is important to note that the billing statement reflected a total of $in international charges which he confirmed when we spoke with him on April 13, It is T-Mobile’s position that the account has been billed in accordance to the selected rate plan and features 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 Maggie R [redacted] Executive Response

May 16, 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 May 7, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr***’s concerns have been resolved to his satisfactionT-Mobile records indicate that on February 15, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s 16GB handset in Gray and an Apple iPhone 6s 16GB handset in rose goldEIP 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 installmentsBased on his personal credit history at the time of Mr***’s purchase, he was not required to make a down payment; however, he agreed to pay $87.75, which is for the taxes on the full retail price of both devicesMr [redacted] then agreed to a series of monthly installments in the amount of $for the Gray and $for the rose goldT-Mobile records confirm that on February 15, 2016, the EIP for the Apple iPhone 6s 16GB in rose gold is reflecting as returned however, due to an inadvertent error the EIP for the Apple iPhone 6s 16GB handset in gray remained activeIn an effort to amicably resolve Mr***’s concerns on May 12, 2016, T-Mobile absolved him of any charges associated with the EIP for the Apple iPhone 6s 16GB handset in grayAdditionally, a one-time credit in the amount of $was issued to Mr***’s account for the taxes charged to his debit card for the in store purchase, resulting in a reduced balance of $which was due on May 11, Please be advised that on May 12, 2016, a payment in the amount of $was remitted to Mr***’s account absolving the remaining balanceAt this time Mr***’s account remains active with a zero balancePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our retail location and Customer CareT-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, INCShannon R [redacted] Executive Response