T-Mobile USA

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] And [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 25, 2016, regarding the above-referenced accountWe are pleased to report that Ms [redacted] s concerns have been addressed and resolved to her satisfactionT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her handset functionality and billing concernsWe appreciate the opportunity to respond to this matterT-Mobile records indicate that on November 24, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy ShandsetEIP 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 installmentsPlease be advised that Ms [redacted] was not required to remit a down payment for this purchase; however, she agreed to a series of installments in the amount of $added to her monthly billing statementAll customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balancePlease be advised that should a customer elect to remit an early payment to their EIP via our online my.t-mobile.com tool, or via Customer Care, any payment made will first impact any open balance owed on the account; should there not be an open balance due, the payment will post to the account and act as a credit balance, and on the following billing statement the accelerated EIP amount will post against the creditIt is important to note that EIP payments may be made with our Customer Care, My.T-Mobile.com or via our Retail LocationsPayments remitted in Retail Locations will immediately impact the EIP balancePlease be advised that T-Mobile records confirm that Ms [redacted] s billing statement dated August 4, 2016, carried a total balance of $Please note that Ms [redacted] was assessed $in current statement charges for monthly access, EIP, and applicable taxes and fees for service between July 5, 2016, and August 4, Ms [redacted] s current statement charges were due in full by August 25, T-Mobile records reflect that on August 19, 2016, Ms [redacted] elected to pay off her EIP for her Samsung Galaxy Shandset via her my.t-mobile.com online accountPlease be advised that the remaining balance of Ms [redacted] s Samsung Galaxy Shandset was $As Ms [redacted] s account had an open balance, her $payment made to pay off her handset was applied against her open balance of $Accordingly, Ms [redacted] s account balance was updated to reflect that $remained due by August 25, It should be noted that Ms [redacted] s accelerated amount of $was billed to her account and was scheduled to impact her following billing statementT-Mobile records reflect that on August 31, 2016, Ms [redacted] remitted a $paymentAccordingly, Ms [redacted] s account balance updated to reflect that $remained as a credit balanceT-Mobile records reflect that Ms [redacted] s billing statement dated September 4, 2016, carried a total balance due of $Please be advised that Ms [redacted] was assessed $in current statement charges; $was associated with the payoff of her Samsung Galaxy ShandsetAs Ms [redacted] s account held a credit balance of $leading to this billing period, her current statement charges were reduced to $92.64, which was due in full by September 25, T-Mobile records reflect that Ms [redacted] remitted a $payment on September 30, Please be advised that Ms [redacted] s billing statement dated October 4, 2016, carried a total balance due of $Please note that Ms [redacted] was assessed charges for monthly access, EIP, and applicable taxes and fees for service between September 5, 2016, and October 4, Ms [redacted] s current statement charges were due in full by October 25, T-Mobile records reflect that on October 11, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Plus handsetPlease note that Ms [redacted] was required to remit a down payment of $for this purchaseMs [redacted] also agreed to a series of monthly installments in the amount of $added to her subsequent monthly billing statementsPlease be assured that T-Mobile takes account security seriouslyT-Mobile’s account verification policy states that if a customer contacts Customer Care, the assisting T-Mobile representative must verify the Account Holder’s name, and last four of their respective Social Security Number unless a special password is requested and designated by the account holderIt is important to note that when customers contact Customer Care by dialing from their handset or by dialing our Customer Care line at 800-937-8997, our Interactive Voice Response system will prompt the customer to verify the mobile number and last four of their Social Security NumberShould a customer not have a password set up, when they reach a representative they should be asked to verify their nameOnce the account verification process is completed with Customer Care, the assisting representative may provide the assistance needed to resolve the customer’s concernIt should also be noted that should a call need to be migrated from our Customer Care Department to a specialized team for additional support and handling, additional account verification may need to be completed in order to continue with advanced assistanceUpon further review of Ms [redacted] s account, our records reflect that on October 19, 2016, she contacted Customer Care and participated in troubleshooting efforts pertaining to her connection concernsOur records reflect that Ms [redacted] remitted a $payment on October 30, Accordingly, Ms [redacted] s account balance was updated to reflect a zero balance duePlease be advised that on October 31, 2016, T-Mobile contacted Ms [redacted] regarding her concernsIt should be noted that Ms [redacted] confirmed that she was able to correct her connection concerns upon additional troubleshooting she completedIt is important to note that T-Mobile explained Ms [redacted] s billing history with respect to her EIP payoff and advised her of additional methods in remitting payment to satisfy open EIP agreements in the futureFinally, as a gesture of good-faith, and as a courtesy to Ms***, T-Mobile offered to apply a one-time $credit to her accountMs [redacted] accepted this offer as a resolution to her concernsPlease be advised that Ms [redacted] s account remains in an active status with a $credit balance, which will be used to reduce future monthly billingPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] s contact with our Customer CareBased 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, INCJason A [redacted] Executive Response

August 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 August 3, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] experienced in regards to the activation of 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 retail location T-Mobile records indicate the account was activated on June 30, 2017, under the T-Mobile One promotion to include two lines for $ Please be advised that starting on May 31, 2017, T-Mobile offered that [redacted] customers who port over to T-Mobile as part of our Carrier Freedom program can now do so without having to give up their phone Please note in order for reimbursement the following qualifications must be met The new customer must activate new service on a voice line (or add a line) with T-Mobile, port in the existing [redacted] number, pomust happen after taking the Equipment Installment Plan (“EIP”) screenshots, bring over one of the qualifying devices, enroll in the $Bring Your Own Device insurance bundle, and submit for reimbursement within days of activation As of the date of this letter, the proper documentation has not been received for Ms [redacted] ’s account However, in an effort to offer an amicable resolution, Ms [redacted] may contact me at the below listed extension or email with the final bill from [redacted] and we will honor the promotion 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 877-290-ext [redacted] or [redacted] [redacted] @T-Mobile.com Very truly yours, T-MOBILE USA, INC Jessica G [redacted] Executive Response

May 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No***T-Mobile [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2018, from Mr [redacted] regarding the above-referenced account Please be advised that the account holder of record is Ms [redacted] and that she has designated Mr [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr [redacted] experienced regarding the above-referenced account In Mr***’s correspondence, he indicated that a handset was recently purchased on the account, at which time handset protection was added to the line of service without authorization The JUMP! handset protection feature may be added to the account within days of a qualifying event Qualifying events include:• Activation with EIP;• Add a line with EIP;• Handset upgrade with EIP; or• Warranty Exchange with EIP.Our records confirm that on April 7, 2018, our Equipment Installment Plan (“EIP”) program was used to purchase an Apple iPhone Plus for the line of service ending in A down payment in the amount of $was required, and the remaining balance was to be paid in monthly installments in the amount of $ Our EIP program was also used to purchase an Apple iPhone Plus on the line of service ending in A down payment in the amount of $was required, and the remaining balance was to be paid in monthly installments in the amount of $ At the time of the handset purchase, our JUMP! handset protection feature was added to the line of service ending in 4950, at a monthly cost of $15.00.Our records confirm that on April 26, 2018, the JUMP! handset protection feature was removed from the line of service ending in Upon receipt of Mr***’s correspondence, T-Mobile reviewed the above-referenced account, and confirmed that none of the lines of service are subscribed to handset protection In Mr***’s correspondence, he indicated that handset protection had also been added to lines of service previously Our records confirm that the line of service ending in was previously subscribed to handset protection as well, but the feature was removed as of November 3, 2017.Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the charges However, in an effort to amicably resolve Mr***’s concerns, on May 7, 2018, T-Mobile issued a credit to the account in the amount of $for previously billed handset protectionThe account remains active, with a credit balance of $ T-Mobile regrets any inconvenience Mr [redacted] may have experienced.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext341-7995.Very truly yours,T-MOBILE USA, INC.Chris P***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] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced file number T-Mobile regrets any inconvenience to Mr [redacted] regarding his handset Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts Investigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the information provided The account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937- Additionally, Mr [redacted] may have the account holder on the account contact me at the number below to discuss this matter further Please be advised that on September 18, 2017, we contacted Mr [redacted] and educated him on the above information Mr [redacted] has been advised that we are unable to discuss account specifics with him Although we did provide Mr [redacted] with general insurance information that would aid in his understandingT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response Tell us why here

August 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 20, 2017, regarding the above-referenced account T-Mobile is pleased to report to your office that upon speaking with Ms***, we have resolved this matter to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile 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***’s recent contacts with our Customer Care T-Mobile records confirm that Ms [redacted] activated two Mobile Internet (“MI”) lines on November 19, 2016, with two LG G Pad X tablets Please be advised that between November 18, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Ms*** To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms [redacted] is required to maintain her T-Mobile ONE rate plan or a qualifying Simple Choice rate plan The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account So long as Ms***’s account keeps the voice lines active, her MI lines are eligible for the free promotion The line eligible for this promotion was the MI line ending in In addition to the aforementioned promotion for one of the two MI lines, Ms [redacted] participated in T-Mobile’s 4th Line Free offer From September 8, through December 6, 2016, the 4th line is free on our T-Mobile ONE rate plan With our T-Mobile ONE rate plan, customers get unlimited everything: talk, text, and 4G LTE data This offer applied to the MI line ending in *** Lastly, Ms [redacted] participated in T-Mobile’s October LG G Pad On Us offer From November 18, through November 20, 2016, customers who sign up for a 6GB or higher MI plan including T-Mobile ONE can get a free LG G Pad X through monthly bill credits when purchasing on Equipment Installment Plan (“EIP”) T-Mobile records indicate that on November 19, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG G Pad X tablets 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 Ms [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price Ms [redacted] then agreed to a series of monthly installments in the amount of $per tablet, which appeared on the first bill following the purchase of the device T-Mobile records confirm that on April 10, 2017, Ms [redacted] was changed to a promotional rate plan of two lines for $110.00, $with AutoPay AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay This rate plan change resulted in the two promotions for the free line offers to no longer be eligible for monthly credits On July 24, 2017, T-Mobile contacted Ms [redacted] to discuss her concerns Ms [redacted] had previously requested to cancel the tablet lines at the end of her billing cycle, August 16, T-Mobile offered to return her back to her eligible plan to receive the lines for free, however Ms [redacted] wanted to cancel the two MI lines and not be charged for the EIP balances reflecting as owed, in the amount of $for each of the two MI lines T-Mobile offered to cancel the two MI lines effective immediately, close the remaining balances on the tablets so that Ms [redacted] is not billed for them, as well as to review the next billing statement to credit the prorated charges associated with the services being active from July 17, through July 24, T-Mobile will be sharing the findings with Ms [redacted] on August 16, 2017, to confirm the EIP balances being waived on the last date of her billing cycle, as well as on August 23, 2017, to share how much will be adjusted on her bill balance for the prorated charges on the MI lines Pursuant to our conversation, Ms [redacted] considers the matter resolved, and has no further concernsT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Adrianne F [redacted] Executive Response

August 11, 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 July 30, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that Mr [redacted] has experienced regarding his payment posting concernWe appreciate the opportunity to respond to this matterOur records reflect that Mr [redacted] activated his service on November 16, 2016, with three voice lines ending in ***, ***, and ***Mr [redacted] is subscribed to the Two Lines T-Mobile ONE All In Promotion for $taxes includedThe fee for each additional line of service added to his current rate plan is $per line of serviceAdditionally, Mr [redacted] activated one Mobile Internet line (“MI”) of service on December 6, Mr [redacted] was subscribed to the T-Mobile ONE Tablet rate plan for $taxes included T-Mobile records reflect that Mr [redacted] had multiple devices and accessories on an Equipment Installment Plan (“EIP”) offering purchased on different datesMr [redacted] agreed to pay for the EIP’s over 24-monthly installments totaling $As such, Mr [redacted] ’s monthly access charges including his EIP’s was expected to be about $ It is important to note that Mr [redacted] has carried a past due balance since his billing statement date February 19, Although Mr [redacted] did remit payments toward his past due balances, the payments that were received were not for the full amount due resulting in the rolling past due balance, and suspensionPursuant to T-Mobile’s Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation As payment was not received in a timely manner, T-Mobile suspended the account’s ability to place outbound calls, between the dates of January 16, 2017, through July 30, on eleven different occasionsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedIn turn this caused the balance to fluctuate due to the additional restore from suspension fees that were assessed toward the account Upon speaking with Mr [redacted] on August 10, 2017, in an effort to assist with his billing concerns, T-Mobile has offered to place a collection hold on his account for daysPlease note this will allow Mr [redacted] additional time to bring his current balance of $in four installments of $The payments are to be made on August 7, 2017, September 7, 2017, September 21, 2017, and October 5, Please be advised that if the payments are not received all collections paths will resumeIt is important to note that Mr [redacted] has agreed to these termsAdditionally, as a courtesy T-Mobile has applied a one-time courtesy of $for the restore from suspend feesThis credit will impact the billing statement dated August 17, T-Mobile regrets any inconvenience caused 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 Sharon B [redacted] Executive Response

September 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 2, 2017, regarding the above-referenced accountWe are pleased to report to your office that we have resolved Mr [redacted] ’s concerns regarding international charges Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer Care T-Mobile offers customers subscribed to eligible Simple Choice rate plans the largest global data coverage area included at no extra chargeThis global freedom was automatically added to qualifying Simple Choice plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries)Please note, there is no need for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128KbpsThese speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and mapsHowever, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroadAdditionally, voice calls back to the U.Sand to Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no cost It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees)Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates T-Mobile offers a Simple Global blocking feature should customers choose not to utilize the included benefits of Simple GlobalT-Mobile records indicate that Mr [redacted] elected to place the blocking feature through his T-Mobile account on www.t-mobile.comAll of Mr [redacted] ’s lines of service were blocked with the exception of the mobile number ending in Upon review of Mr [redacted] ’s mobile number ending in 5722, it was subject to the text message rate of $per message plus applicable taxes totaling $In an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile contacted Mr [redacted] to provide the blocking feature for the mobile number ending in and offered a credit for the usage charges in the amount of $It is important to note that Mr [redacted] ’s account had a credit balance of $prior to the credit offeredAs Mr [redacted] accepted this offer the account balance was updated to a credit balance of $ 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 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Jhayd G [redacted] Executive Response

June 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] has experienced regarding the return of her equipmentT-Mobile records confirm on April 21, 2016, Ms [redacted] purchased an LG GGold when she participated in T-Mobile’s Equipment Installment Plan (“EIP”) offeringMs [redacted] was required to pay $at the time of purchase and agreed to monthly installments of $Ms [redacted] cancelled her service on April 28, 2016, when she ported her mobile number to another carrierAs the account was canceled the EIP balance accelerated and the balance of $was reflected on the May billing statementPlease be advised on June 15, 2016, T-Mobile confirmed receipt of Ms [redacted] ’s equipment, and as a result her account was credited $for the remaining EIP balance, $for the down payment, and $for the applicable taxesMr [redacted] ’s account now reflects a $credit balancePlease be advised Ms [redacted] can contact our Customer Care team at 1-800-937-to request a refund of any credit balance that may remain on her accountBased 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

March 22, 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 10, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] has been designated as an authorized user of the account We are pleased to report that upon speaking with Mr***, he confirmed that T-Mobile had resolved this matter to his satisfaction T-Mobile regrets any concerns that Mr [redacted] has experienced regarding our “iPhone Trade-Up” offeringPursuant to the Terms and Conditions of the T-Mobile “iPhone Trade-Up” offer, customers who tradan eligible iPhone device were given the opportunity to acquire an iPhone 32GB at no costPlease note that this promotion carried a total promotional value of $In order to qualify for the promotion, the iPhone 32GB had to be purchased using our Equipment Installment Plan (“EIP”) offering and a qualifying handset had to be traded in to T-MobileIn addition, it is very important to note that the promotional value was provided in two separate payouts, TraValue and Monthly Promotional CreditsPlease note that promotional credits are applied as long as customers continue to meet qualifications for the offer, including keeping the account active T-Mobile records indicate that between September 13, and September 14, 2016, Mr [redacted] purchased two Apple iPhone handsets on an EIPAt that time, our records confirm that Mr [redacted] opted to trahis two iPhone 6s handsets, for an estimated travalue of $each, to be entered as an account credits upon receipt and inspection of the handsets at our warehousePlease note that customers are furnished with a return mailing label to return their trahandsets to T-Mobile within days of upgrade It is important to note that only one of the two tradApple iPhone 6s devices has been received to the T-MobileAlthough the trareceived was within the allotted time period and free of liquid or physical damage, the handset had the “Find my iPhone” application enabled which T-Mobile cannot remove and with it enabled, Mr [redacted] would be able to track his device, even without being the current ownerAs such, the handset is ineligible to receive the iPhone Traoffer However, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile has waived the remaining $1,EIP balance for the two above mentioned iPhone handsetsPursuant to a conversation with Mr***, he confirmed that this matter had been resolvedT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alberto V [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 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms [redacted] satisfactionT-Mobile records indicate that on May 4, 2016, Ms [redacted] contacted T-Mobile’s Technical Support regarding her data not workingIt was determined that this matter was coverage relatedIt should be noted that T-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Ms [redacted] ’ account and based on the coverage map, confirms that her account address is in an excellent coverage area however, this is a congested area thus causing the above mentioned data issuesAs such, T-Mobile is erecting a new tower in Ms [redacted] ’ area to elevate the data issueThe previously mentioned tower is projected to be completed within the next six monthsIn an effort to amicably resolve this matter, T-Mobile reached out to Ms [redacted] on May 11, 2016, and placed a credit on her account in the amount of $that is the equivalent of six months of data chargesAfter the above mentioned credit was applied to Ms [redacted] ’ account it left a credit balance of $-Ms [redacted] accepted this offer as resolutionBased 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 H [redacted] Executive Response

November 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 21, 2016, regarding the above-referenced prepaid mobile numberT-Mobile regrets any concerns Mr [redacted] may have experiencedT-Mobile records reflect that on October 24, 2016, Mr [redacted] , was subscribed to a Pay As You Go rate plan for $Mr [redacted] contacted Customer Care regarding plans to travel internationallyMs [redacted] advised Customer Care where he would be traveling and he was accurately advised of the rates for voice calls, text messaging and data usage for roaming in each of the countries Mr [redacted] advised that he would be visitingFollowing being advised of the roaming rates, Customer Care offered to change Mr [redacted] ’s rate plan to a Simple Prepaid rate plan with which Mr [redacted] would be able to take advantage of our reduced Simple Global ratesWith T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128KbpsThese speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and mapsHowever, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroadAdditionally, voice calls back to the U.Sand to Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no costPlease be advised Mr [redacted] did opt to change to the above listed rate plan on October 24, Additional contact was made to T-Mobile’s Customer Care regarding the current rate planPursuant to Mr [redacted] request, T-Mobile switched his rate plan back to the Pay As You Go rate plan for $Please note this rate plan does not include international roaming while travelingT-Mobile’s Customer Care attempted to address Mr [redacted] ’s concerns on October 27, 2016, by issuing credits totaling $for concerns with international roaming while in CanadaPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Nevertheless, in a further effort to amicably resolve Mr [redacted] ’s concerns, upon speaking with him on November 28, 2016, T-Mobile has applied an additional $courtesy creditMr [redacted] was advised if he so chooses to switch to a rate plan which would provide international roaming features, he can do so by contact T-MobileT-Mobile regrets any misunderstanding to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSharon B [redacted] Executive Response

I just would like to clarify that the sales representative never told me about refund policy, besides that, I told him before the purchase, if they are not able to print the receipt with my name AND address, I don't want the sim cardWhat he did was, scanned the sim card, charged me and then told me he cannot print the receipt with my addressAnd that is when the manager by the name Maria came, was very rude with me and invited me to go out of the store and call customer care to resolve something that was going on INSIDE HER STOREThis is not acceptableSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because both handset were returned via UPS and accepted by T-mobile on 6/16/I received a text messages from T-mobile with this informationT-mobile is awful! Bunch of liars and thieves! I look forward to the day when this company is bought out by another companyI will be leaving T-mobile by the end of the month and joining another carrierI never would be a customer of T-mobile againT-mobile stinks! Sincerely, [redacted] - [redacted]

July 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 July 11, 2017, regarding the above-referenced accountPlease be advised T-Mobile has resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any concerns Ms [redacted] experienced regarding her accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with our Customer Care Our records confirm on July 4, 2017, a billing statement generated in the amount of $178.00, which included a past due balance of $and new charges of $84.00, which included monthly access charges, a payment arrangement fee and late fee and was due by July 23, On July 17, 2017, in an effort to amicably resolve this matter, T-Mobile applied account credits to Ms [redacted] ’s account in the account of $updating her total balance owed to $ Ms [redacted] indicates that she is not able to use her service with her handsetWe regret any coverage issues Ms [redacted] experiencedAs of July 19, 2017, our engineering team confirmed her service should be working as expected at her homeIf Ms [redacted] continues to experience any difficulties with the service, we request that she contact Customer Care to provide 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 coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments 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 Carolina F [redacted] Executive Response

HelloT-Mobile contacted me and resolved my issueThey located the cell phones and took off the balance off of my account Sincerely, [redacted] ***

Thank you for handling this matter T-Mobile contacted me and we have resolved the problem

November 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 28, 2016, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letterPlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to release any account information to Mr***; however we have attempted contact with Mr [redacted] to discuss the Mobile Device Unlock code request and requirementsThe account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-T-Mobile’s Executive Office would like the opportunity to work with Mr [redacted] to attempt to provide him with a satisfactory resolution regarding his request for the Mobile Device Unlock Code’s for the two Apple iPhone devices that were purchased at Best-BuyIt is important to note that Mobile Device Unlock Codes are available to customers who meet our eligibility requirements such as: • The account must be in good standing• There has to be continuous usage of the device for at least seven days• An unlock code for the same line of service cannot be provided within a day window• Only two unlock codes per line of service are provided in a month period• The device should be sold through T-Mobile or a T-Mobile authorized dealerMr [redacted] may contact me at the below number when he has the opportunity to discuss the referenced devicesT-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, INCLupe C [redacted] Executive Response

November 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 28, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with her T-Mobile accountT-Mobile records confirm that on August 24, 2011, Ms [redacted] activated her mobile numbers ending in [redacted] and ***, at which time she agreed to keep her service active for monthsMs [redacted] was also subscribed to our now grandfathered promotional Classic Family Unlimited Talk and Text rate plan for $per monthMs [redacted] was also provided with handsets at a substantial discount in exchange for her 24-month agreementMs [redacted] ’s contractual obligation ran from August 24, 2011, through August 24, On August 26, 2013, Ms [redacted] canceled her mobile number ending in ***, when she transferred her mobile number to another service providerOur records indicate that on August 26, 2016, Ms [redacted] contacted Customer Care to request her PIN number because she was transferring her mobile number to another service providerThere are no notations of a cancellation request for her mobile number ending in ***Our records further indicate that on September 9, 2013, Ms [redacted] created a payment arrangement to pay $on September 20, 2013, and regretfully the payment failed on September 21, On October 7, 2013, Ms [redacted] ’s account was canceled for non-paymentOn October 19, 2013, Ms [redacted] made a payment in the amount of $We regret any inconvenience to Ms [redacted] regarding her cancellationMs [redacted] ’s final account balance was $389.84, which consisted of her monthly access charges from August 4, 2013, through October 6, 2013, $for prior restore from suspension fees, and applicable taxesT-Mobile provided Ms [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on December 7, 2013, T-Mobile transferred Ms [redacted] ’s account to a third party collection agencyBetween the dates of December 7, 2013, and October 15, 2016, Ms [redacted] ’s account was transferred to several different collection agencies and is now with Enhanced Resource CentersIt is T-Mobile’s position that the balance is validHowever, in an effort to amicably resolve this matter, on November 1, 2016, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s accountIn addition, T-Mobile 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] ’s credit report to reflect the changeMs [redacted] accepted this as a resolution and her 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

July 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 19, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her closed T-Mobile accountMs [redacted] activated her account on November 12, 2012, at which time she agreed to keep her service active for monthsMs [redacted] then requested cancellation of her service on November 12, As this was prior to the agreed upon terms, Ms [redacted] was assessed a $early termination fee on the final billing statementIt is T-Mobile’s position that the early termination fee is validAdditionally at the time of Ms [redacted] ’s cancelation, her Equipment Installment Plan which was established on October 7, 2013, for her Blackberry Curve was billed in full as she elected to cancel prior to the payoff of her installment planMs [redacted] ’s final billing statement included the payoff of $for her Blackberry CurvePlease note, on October 5, 2013, account notations support that Ms [redacted] was informed that she would be purchasing the Blackberry Curve for $168.00, however the cost would be placed on Equipment Installment Plan which provided monthly payment for installmentsWe regret any confusion to Ms [redacted] As such, Ms [redacted] ’s final balance was in the amount of $which included her final EIP amount owed, her early termination fee and unpaid monthly recurring charges for services rendered from October 27, 2014, through November 1, As Ms [redacted] ’s balance is considered valid, and payment was not received her account was referred to an outside collection agency on February 18, It is T-Mobile’s position that the balance is validIn an effort to amicably resolve this matter, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMartin G [redacted] Executive Response