T-Mobile USA

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 26, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Mr [redacted] with regards to our Tablet on us offerT-Mobile records indicate that on February 18, 2017, Mr [redacted] took advantage of the Tablet on us offerMr [redacted] upgraded to a Samsung Galaxy Tablet under an Equipment Installment Plan (“EIP”) and added a T-Mobile One Tablet line on his account which included unlimited data at a monthly cost of $It is important to note that with the above offer, Mr***’s tablet was to be free after monthly billing credits as long as he maintained his tablet line of service at the monthly cost of $ In an effort to amicably resolve this matter, T-Mobile cancelled the Tablet line of service and closed the remaining cost of his Samsung Galaxy Tablet EIP in the amount of $Mr [redacted] agreed to this offer as a resolution to his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

September 29, 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 22, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with her Simple Choice No Credit Check accountT-Mobile records confirm that on September 3, 2015, Ms [redacted] activated her T-Mobile account with her mobile numbers ending in [redacted] Our records indicate that on June 5, 2016, Ms [redacted] canceled her mobile number ending in ***On June 6, 2016, Ms [redacted] canceled her mobile numbers ending in [redacted] ***Our records do confirm that on June 5, 2016, Ms [redacted] provided T-Mobile with permission for a Change of Responsibly (“COR”) to be processed for her mobile number ending in ***A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbersAlthough, Ms [redacted] provided permission for a COR to take place for her mobile number ending in ***, the new owner did not contact T-Mobile to complete the CORTherefore the mobile number remained active until it was canceled on September 7, 2016, for non-paymentUpon speaking with Ms***, she stated that our Customer Care advised her that an authorized user can contact T-Mobile to cancel the account and this is why she did not contact T-Mobile to cancel her mobile numberWe are sorry for any misinformation, as any T-Mobile account can only be canceled by the billing nameMs***’s account was canceled with a balance of $Please note this is not the final balance, which will be produced three days after Ms***’s billing cycle on the September 27, In regards to Ms***’s deposits, Simple Choice No Credit Check accounts are required to pay a depositOur records indicate that she was required to make total payment of $to her account for depositsDeposit refunds are automatically applied to the account to cover any balance dueOur records indicate that Ms***’s $in deposits were released to her account balance and it was applied to her balance on her billing statement dated June 28, A copy of the billing statement was emailed to Ms [redacted] for reviewIt is also important to note that Simple Choice No Credit Check accounts are not transferred to collection agencies for further collection attempts, although T-Mobile may use a collection agency to contact customers in an attempt to collect a debtIn an effort to amicably resolve this matter, on September 26, 2016, T-Mobile applied a courtesy credit of $to Ms***’s account for her balanceT-Mobile will follow up on September 30, to remove any final bill charges for monthly servicesIn addition, T-Mobile sent Ms [redacted] a prepaid refund card in the amount of $to her address on the correspondence for her remaining depositPlease allow seven to ten business days for mailingMs [redacted] accepted this as a resolutionAs of September 28, 2016, Ms***’s account remains canceled with a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLigia M [redacted] Executive Response

September 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated September 15, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] regarding the cancelation of his accountT-Mobile records indicate on February 11, 2016, Mr [redacted] elected to transfer his mobile number ending in [redacted] to our prepaid serviceMr [redacted] ’s requested was fulfilled on February 11, However due to an inadvertent error, Mr [redacted] ’s line ending in [redacted] remained active until September 14, 2016, when he contacted T-Mobile to cancel serviceT-Mobile has applied a credit in the amount of $which represents the monthly recurring charges assessed to Mr [redacted] ’s account for mobile number ending in [redacted] from February 12, 2016, thru August 13, 2016, the last billing statement to generateIt is important to note, T-Mobile records indicate Mr [redacted] was sent billing statements to the address provided in his correspondence to your officeAt the time of cancelation, Mr [redacted] had a remaining balance of $for his Apple iPhone Plus Gold 64GB which he set up on an Equipment Installment PlanMr [redacted] ’s remaining equipment balance of $has been applied to Mr [redacted] ’s credit balance, effectively updating his credit balance to $T-Mobile has agreed to send Mr [redacted] a refund of $in the form of a prepaid card to the address provided to your officeMr [redacted] should receive his refund within ten business daysT-Mobile has set a follow up to credit Mr [redacted] ’s billing statement dated September 13, 2016, and October 13, As such, Mr [redacted] ’s account will remain closed with a zero balanceBased 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, INCMartin G [redacted] Executive Response

Revdex.com: Hello, I received a call from Robert from T-Mobile's Executive TeamHe told me that they would take the defective phone back and wipe the EIP balance from my account, that all I had to do was mail it back to themI was able to go into a different T-Mobile store and get a different phone, this has resolved my issueI appreciate your assistance with thisThis issue has been resolved to my satisfaction Thank You, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me One note of clarification thoughIt says in paragraph the following: "At the time of activation Mr [redacted] purchased a new iPhone Plus 128GB with IMEI number [redacted] ." It states that the device was a 128GB iPhone PlusThe actual device was 64GBAttached is a PDF of the receipt from the Apple store Sincerely, [redacted] **

March 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 14, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] has experienced regarding his CallertunesT-Mobile records confirm on February 23, 2016, Mr [redacted] ’s rate plan was changed to the $Simple Starter Unlimited Talk and Text rate planAt the time of the rate plan change Mr [redacted] ’s $Callertunes feature was removedRegretfully, as Mr [redacted] was grandfathered into an older Callertunes feature that did not require access to the Callertunes app, T-Mobile was unable to reapply the Callertunes feature that would work with his Motorola VdeviceTo manage Callertunes utilizing the Callertunes by Listen App from a mobile device, Mr [redacted] would need to utilize an Android or Apple device that has an active data planMr [redacted] can manage his Callertunes from a computer via http://callertunes.listen.com/ going forwardIn an effort to amicably resolve this matter, on March 16, 2016, T-Mobile applied a credit in the amount of $for one month free of serviceMr [redacted] ’s account now reflects a credit balance of $Upon speaking with Mr [redacted] he accepted this as resolution to his issueBased 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

Revdex.com:Revdex.comcomplaint # [redacted] has been resolved, will like to close this case.thank you

Complaint: [redacted] I am rejecting this response because: I am rejecting because I don’t think it is fair that y’all charged my account I will just go my lawyer and also contact the FTC Sincerely, [redacted]

June 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced accountPlease be advised that T-Mobile was unable to reach Ms [redacted] and as such, will make every effort to address her concerns within this letter T-Mobile regrets any account and equipment concerns Ms [redacted] has experiencedT-Mobile understands that receiving a higher than expected bill can be frustrating and we appreciate the opportunity to provide the necessary detailsT-Mobile records confirm that on November 25, 2015, Ms [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! ON Demand (“JOD”) program for mobile number ending in [redacted] on her above referenced accountMs [redacted] agreed to pay 18-monthly lease payments of $including tax, as well as a final Purchase option Price (“POP”) should she elect to keep the handsetShould that occur the POP is assessed on the billing statement following the completion of the monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”) A review of Ms***’ account confirms that on May 16, 2017, the POP was assessed to the account in the amount of $plus the remaining applicable taxesMs [redacted] attempted to perform a handset upgrade and was advised of the POP and was outside of the timeframe to setup the POIP In an effort to resolve Ms***’ concerns, T-Mobile advised that the POP would be removed from the account in the form of a one-time bill credit on June 16, 2017, in the amount of $leaving a balance of $ 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 regret any inconvenience to Ms [redacted] and hope that she accepts our offer as resolution to this matter 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, INC Andrew S [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 meI still maintain I did NOT receive the request to confirm my employment last July - however I'm pleased with the resolution of this case Sincerely, [redacted]

May 19, 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 5, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessful T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regard to his LG KdeviceOn May 5, 2017, T-Mobile records indicate Mr [redacted] contacted our Customer Care in regards to processing a warranty exchange for his LG KT-Mobile records confirm Mr [redacted] was having a difficult time completing the call due to the condition of his device; however, Customer Care was able to complete the warranty exchange process for Mr [redacted] and deliver the replacement LG Kdevice on May 8, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactT-Mobile would like to take this opportunity to thank Mr [redacted] for his feedback regarding the Customer Care interaction and his great year relationship with T-Mobile Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

June 5, 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 your correspondence dated May 25, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customersWe regret any concerns Ms [redacted] experienced regarding T-Mobile’s Carrier Freedom offeringWith Carrier Freedom, consumers can get reimbursed for their current carrier's early termination fees (“ETF”) and accelerated equipment installment plan (“EIP”) balances up to $per device as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesNaturally, several requirements must be met in order to be approved for this offerIt is important to clarify that any monthly access charges owed to a former carrier are not reimbursed under Carrier Freedom or any existing T-Mobile promotion T-Mobile records confirm that on October 14, 2016, the above referenced account was activatedAt the time of activation, Ms [redacted] took advantage of our Equipment Installment Plan (“EIP”) program with the purchase of two iPhone gigabytes (“GB”) devices, one iPhone 128GB handset, two iPhone CD Waterfall accessories and one iPhone OB Defender accessoryAt the time, Ms [redacted] had a down payment of $and agreed to a series of monthly installments of $It is important to note that two iPhone devices and one iPhone Plus handset were traded in to T-Mobile for a total travalue of $which was used towards the required down payment mentioned above Following, on October 17, 2016, Ms [redacted] again took advantage of an additional EIP with the purchase of one Samsung Galaxy ShandsetAt the time of this purchase, Ms [redacted] also purchased a Samsung Galaxy STEvolution Wallet accessory and had a total down payment plus the accessory cost of $and agreed to a series of monthly installments of $It is important to note that at the time of the purchase, a Samsung Galaxy S32GB handset was tradto T-Mobile for a total travalue of $which was used towards the remitted payment mentioned above It is important to note that the traof a device is a final transactionPursuant to the agreement signed at the time of the trade-in, Ms [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”This information applies even when cancellation of service is requested and processed within the purchased handset’s return periodT-Mobile retail stores and our dealer locations do not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogramAs such, although T-Mobile regrets any inconvenience to Ms [redacted] , we are unable to return her devices as they are no longer in the possession of T-Mobile T-Mobile reviewed Ms [redacted] ’s Carrier Freedom submission dated November 26, 2016, and determined it was approved and mailed on December 13, Based on the above, T-Mobile has reimbursed a total of $578.00, therefore properly fulfilling Carrier FreedomIt is T-Mobile’s position that no further monetary compensation is warranted regarding this matter It is important to mention that we have no record of Ms [redacted] contacting our Technical Care Team with concerns regarding her handset or serviceIt is important that if customers experience any difficulties with the service or equipment, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and equipment issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsShould Ms [redacted] continue to have coverage concerns she may contact Customer Care directly at 1-800-937- Although we do not wish to lose Ms [redacted] as a customer, T-Mobile is willing to allow her to return her devices if she decides to cancel her T-Mobile serviceIn exchange, T-Mobile will credit any remaining EIP balance obligations, provided that Ms [redacted] returns the following two iPhone 32GB devices, the iPhone 128GB, both iPhone CM Waterfall accessories, the iPhone OB Defender accessory, the Samsung Galaxy S7, the iPhone TEvolution glass accessory, and both iPhone Juice Pack Air accessories to T-Mobile in like-new condition free from any physical or liquid damage Should Ms [redacted] accept this offer, she may return the devices and accessories directly to my attention within days of the date of this letter to the following address: Executive Response Team 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 devices and accessoriesIn addition, we request that she includes the batteries, chargers and her T-Mobile account information with her return to ensure proper creditWe also ask that she disable the “Find my iPhone” application as T-Mobile cannot disable this application and all iPhones will be returned to her if the application is enabledT-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 Aika A [redacted] Executive Response

June 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 9, 2016, regarding the above-referenced accountT-Mobile records confirm that the above account is a business account for [redacted] and that Mr [redacted] is listed as the authorized contact for 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 records confirm that on June 3, 2016, Mr [redacted] visited a T-Mobile retail store and activated mobile number ending in on his above accountAt the time of activation Mr [redacted] purchased a new Samsung Jdevice and elected to finance the equipment through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $and agreed to pay for the remaining cost of the phone totaling $in monthly installments of $Further records confirm that on June 4, 2016, Mr [redacted] transferred his above number to another carrier, cancelling his T-Mobile accountMr [redacted] returned the Samsung Jback to the retail store on the same dateIt is important to note that T-Mobile charges a restocking fee for equipment which has been purchased and returned at a T-Mobile retail storeThe restocking fee for the Samsung Jis $Therefore, since Mr [redacted] had already remitted payment in the amount of $38.20, he should have been charged an additional $to bring his total amount paid to $50.00, which is the cost of the restocking feeHowever, as Mr [redacted] states in his correspondence, he was required to pay an additional $Although we are unable to conclusively determine why Mr [redacted] was charged a total of $for the restocking fee, we will continue to investigate with our retail store to determine the root cause so that this situation can be avoided in the futureIn an effort to amicably resolve this issue we have mailed Mr [redacted] a prepaid debit card to refund him for the additional payment of $Mr [redacted] can expect to receive the refund card within to daysMr [redacted] ’s account remains closed with a zero balanceBased 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

May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 1, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr***, he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced with our Apple Black Friday promotionFrom November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr***, who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and a subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus at no cost after monthly bill credits for the amount of the Equipment Installment Plan (EIP) installmentPlease note customers will receive promotional EIP bill credits over months to cover the cost of the deviceBill credits can take up to three bill cycles to reflect on the customer’s bill On November 25, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of two iPhone GB devices for a total price of $1,plus taxAt the time of purchase, Mr [redacted] was required to remit a down payment in the amount of $Mr [redacted] then agreed to a series of monthly installments in the amount of $Additionally, Mr [redacted] traded in two qualifying iPhone devices as part of the Apple Black Friday promotion On March 2, 2017, T-Mobile records confirm Mr [redacted] called us to inquire about his promotional credits as they were not reflecting on his billAt this time, T-Mobile processed an EIP early payoff payment in the amount of $for each device to close the remaining EIP balance of each iPhone deviceAccordingly, T-Mobile applied an account credit of $to cover the payments made towards the EIP and any overage payments made towards the iPhone devicesRegretfully, only one credit was applied at this time; however, the two EIPs were closed and reflect a zero balance On April 30, 2017, T-Mobile applied the second account credit to Mr***’s account as agreed upon on March 2, In addition, as a courtesy and a gesture of good will, we applied a third account credit in the amount of $This left a credit balance on his account in the amount of $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

April 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced regarding his participation in T-Mobile’s Carrier Freedom promotional offerPlease be advised that there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursementRecords confirm that Mr [redacted] did not transfer his mobile number to T-Mobile from his previous service providerAs such, he did not meet the eligibility requirements for the above-referenced offer Nevertheless, in an effort to amicably resolve the matter and upon speaking to Mr [redacted] , on April 11, 2017, T-Mobile agreed to offer a 30-day period in which Mr [redacted] may send his device traand a copy of his final itemized billing statement from his previous service provider, which clearly reflects his qualifying cancellation fees, to me at the following: T-Mobile USA, Inc Attn: [redacted] c/o Executive Response Menaul BlvdNE Albuquerque, NM Upon receipt of Mr [redacted] ’s equipment, in an acceptable condition, T-Mobile agrees to submit for a prepaid debit card to be sent to Mr [redacted] in the amount of his qualifying cancellation expensesT-Mobile recommends that Mr [redacted] request 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 usPlease be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr [redacted] and this offer will be considered null and voidIt is important to note, Mr [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offer Pursuant to conversation, Mr [redacted] confirmed the matter is resolved and he has no further concernsT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC [redacted] Executive Response

August 17, 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 regarding the August 3, 2017, above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concern Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that on April 17, 2017, Mr [redacted] contacted Customer Care regarding his nonworking Samsung Galaxy OnPlease be advised that as a onetime courtesy, T-Mobile offered Mr [redacted] a $discount off the price of a new handsetMr [redacted] purchased a Samsung Galaxy SPlus on T-Mobile’s Equipment Installment Plan (“EIP”) option in which he agreed to a down payment of $plus applicable tax off the retail price ($850.00) and monthly equal installment of $for the remaining balancePlease note that as a courtesy, T-Mobile billed the down payment of $and applicable sales tax of $59.81, for a total of $189.81, to the account, which appeared on the billing statement dated May 15, On May 15, 2017, a bill generated reflecting a zero past due balance and new charges of $which included the $for the down payment and applicable sales tax for the Samsung Galaxy SPlusOn May 27, 2017, T-Mobile applied a credit in the amount of $towards the handset and applicable tax; however, due to an inadvertent error a credit for the remaining credit amount was not appliedAs such, after Mr [redacted] ’s payment of $on May 30, 2017, and an additional $credit for his data plans, a balance of $remained which caused a revolving past due balance On June 15, 2017, a bill generated reflecting a past due balance of $and new charges of $for a total balance due of $by July 7, Please be advised that on June 27, 2017, T-Mobile applied the remaining credit due in the amount of $to provide a total discount of $off the price of the new phone covering the down payment and applicable sales tax for the discount offer made, reducing Mr [redacted] ’s balance to $after an additional $credit for his two data plansPlease note that on July 11, 2017, Mr [redacted] submitted a payment in the amount of $bringing his account current Please be advised that on July 15, 2017, a bill generated reflecting a zero past due balance and new charges in the amount of $due by August 7, 2017, for billed monthly recurring charges plus applicable taxes and feesIt is important to note that from July 18, 2017, through August 7, 2017, T-Mobile applied credits totaling $to waive one month of service for Mr [redacted] This was done in addition to the $discount Please note that from May 12, 2017, through May 24, 2017, T-Mobile offered its Un-carrier Samsung Galaxy SBOGO offer which offered new and existing customers subscribed to the T-Mobile ONE rate plan a free Samsung Galaxy Sor SPlus (up to $750.00) free with the purchase of one on EIP and adding a new line of service for the second device after rebateRegrettably, Mr [redacted] ’s first device was purchased prior to the offerAdditionally, Mr [redacted] is not subscribed to the T-Mobile ONE rate plan and did not activate a new mobile line of serviceAs such, Mr [redacted] is not eligible for the offer Please be assured that T-Mobile strives to provide world-class Un-carrier experience 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 [redacted] ’s recent contact with our Customer Care team 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 Oscar T [redacted] Executive Response

February 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 25, 2018, regarding the above-referenced prepaid number T-Mobile regrets any further concerns that [redacted] has regarding this matterAs stated in our previous response, T-Mobile records confirm that on December 22, 2017, [redacted] purchased a Hotspot device and activated it on prepaid service [redacted] purchased the Hotspot device and service for $Furthermore, on January 21, 2018, a payment of $was withdrawn from [redacted] ’s credit card and applied to her prepaid accountIn reviewing [redacted] ’s prepaid account, T-Mobile found no record of a request to cancel servicePlease note that service cannot be canceled at a retail store and must be done through Customer Care On January 24, 2018, T-Mobile spoke with [redacted] regarding her concerns with her prepaid account and pursuant to her request, we canceled service to her prepaid account effective the same dayFurthermore, as previously advised, although prepaid services are not refundable, T-Mobile applied a credit totaling $to [redacted] ’s postpaid account ending in ***This credit consists of $for the above initial payment, $for the above January payment, and $as an additional courtesyAt the time, this brought [redacted] ’s balance on her postpaid account to $ Please note that on January 31, 2018, T-Mobile offered to refund the above credit less the courtesy credit of $62.28, however, this balance would be added back to [redacted] ’s postpaid account which will bring her current balance to $and will put her in a past due status [redacted] declined this offerAlthough we regret any time [redacted] spent on this matter, T-Mobile respectfully declines her request for additional compensationT-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 attentionShould 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

April 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, 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 her concerns within this letter T-Mobile appreciates the opportunity to respond to Ms [redacted] ’s concerns related to the billing on her T-Mobile accountOur records reflect that Ms [redacted] activated her services on December 17, 2016, and qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB and a Samsung ONMs [redacted] traded in her old iPhone and received a trade in credit of $Accordingly, Ms [redacted] was asked to make a down payment in the amount of $minus $for the trade in devicePlease note that the down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit informationMs [redacted] agreed to a series of monthly installments in the amount of $ Additionally, Ms [redacted] attempted to take advantage of the following promotions: • Winter Smartphone Offer • Magenta Poand Traoffer As can be expected, there are several eligibility requirements for each of the above promotions; To begin with, our records reflect that Ms [redacted] met all of the requirements for Magenta Poand Traoffer and that she was reimbursed through both an account credit that assisted with the down payment for her T-Mobile equipmentT-Mobile records indicate that Ms [redacted] ’s refund in the amount of $was approved by T-Mobile on January 4, 2017, and forwarded to Citibank to be disbursed as a prepaid debit cardCustomers who have not received their cards within business days of the above date may contact Citibank Card Services at 1-877-855- Ms [redacted] also met all of the requirements for the Winter Smartphone Offer as she signed up for the new T-Mobile ONE rate plan and purchased a qualifying smartphone on EIP, for which she is receiving the expected monthly bill creditsThose bill credits are reflected on page of her most recent billing statementT-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 Mercedes V [redacted] Executive Response

I am emailing you because my problem was resolved with T-Moblie I got my refund back in a quick process.Thank you

August 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced account T-Mobile is always working to improve its service, and we regret any data service issues that Mr [redacted] may have experiencedT-Mobile records confirm that Mr [redacted] canceled his account on August 10, 2017, when he ported his mobile numbers to another service providerPrior to Mr [redacted] cancelling his account, he was subscribed to the T-Mobile ONE Unlimited data feature at no additional cost for the mobile number ending in ***The T-Mobile ONE Unlimited data feature provides Unlimited 4G LTE of device data, unlimited 3G Smartphone Mobile Hotspot, Optimized video streaming, one hour of Gogo in-flight and Limited domestic data roaming T-Mobile records further indicate that Mr [redacted] upgraded to the $One Plus International feature on July 14, 2017, for the mobile number ending in The $One Plus International feature provides unlimited 4G LTE device data and Smartphone Mobile Hotspot, HD streaming capability and two times faster data roaming with Simple Global, Gogo in-flight all flight long (unlimited flights/sessions) and Limited domestic data roaming plus extra benefits like Stateside International Talk for voice lines It is important to note that T-Mobile is unable to guarantee data speeds in any locationThere is no way to predict an exact speed with the variety of factors that can affect a customer’s experienceThe device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell siteAdditionally, customers may experience different results based on location and number of other customers on the network T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidthAdditional information about this process can be found in Mr [redacted] ’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached gigabytes (“GB”) of data usage during a billing cycleOnce the GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usageUsing a T-Mobile device, you can dial #WEB# (#***#) and press sends to check data usage at any timeT-Mobile also sends a free text message once usage reaches GB during a billing cycleCustomers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usageFinally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account informationIt is T-Mobile’s position that Mr [redacted] is being provided service in accordance with the selected rate plan and Terms and Conditions of service However, in an effort to mitigate any difficulties caused to Mr [redacted] T-Mobile has applied a credit of $for the current balance that was due on August 13, Mr [redacted] ’s account remains cancelled with a zero balance 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 Amor M [redacted] Executive Response