T-Mobile USA

December 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 December 15, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Mr [redacted] with regards to his T-Mobile paymentOur records indicate that on November 27, 2016, Mr [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $and December 25, 2016, in the amount of $It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customerOn December 8, 2016, Mr [redacted] remitted a cash payment in the amount of $at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement dateT-Mobile regrets any inconvenience to Mr [redacted] On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr [redacted] ’s original form of payment totaling $which he will receive within three 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

Tell us why here 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 2, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regard to the Free Add-A-Line: This One’s On Us! offerStarting March 1, 2017, and ending on March 5, 2017, postpaid customers on an eligible plan who have a minimum of two voice lines can activate one additional line for freePlease note that customers will receive monthly bill credits to cover the cost of the add a line fee which may take up to two billing cycles to reflect on the customer’s bill On March 4, 2017, T-Mobile records confirm Mr [redacted] activated a mobile number ending in at a price of $per month after his discount for being enrolled in AutopayOur records indicate Mr [redacted] met the eligibility requirements as he is currently enrolled in our T-Mobile ONE rate plan and has two additional active voice linesAfter review of Mr [redacted] ’s account, he is due to begin receiving the promotional bill credit on his May 10, 2017, billing statement and will receive systemic credits for the two months that he has been billed for his line Nevertheless, in an effort to amicably resolve Mr [redacted] ’s concern, on May 5, 2017, T-Mobile applied an account credit for each month he was charged for a total of $In addition, as a gesture of goodwill, we applied an additional credit of $which resulted in a credit 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 apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience this may have caused Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The account holder received one call with voice mail on May 9, 11:45am from Diane regarding the issue, thank you Both the account holder and I tried to call back to Diane times in total since then, and always ***t to her voice mail So I left message to ask her to call me back directly, but didn't receive any phone call on my number.Also, I just tried to call t-mobile general customer service directly and the representative whose name is Nikia confirmed that [redacted] is one authorized user under my account I'm not sure if T-Mobile has different system from different departments, but I'm confused why one can see I'm authorized and one cannot.Anyways, Diane, please either call account holder or call me back at [redacted] or let us know what time we can call you so won't get to the voice mail Sincerely, [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 meThank you for helping me resolve this issuePlease help me ensure that this complain will be closed per T-Mobile agreement to credit my account for the cost of the two phonesHave a wonderful day.Sincerely, [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 as long as the gift cards arrive and I can use them to pay off [redacted] and then pay off our T-Mobile lease phones and terminate our accountWe were very aware that we needed to check coverage before signing up - we didand I also called T-Mobile times before switching to ensure that we would have coverageWe were assured by the coverage map and the representatives on the phone that we would, in fact, have "excellent" coverageThis, in fact, is not truemuch like many other things we were told through T-MobileThe switch was a nightmareMrM [redacted] did his best to resolve the situation, and I appreciate thatHowever, I think it's a shame that I had to go all the way to making a complaint to the Revdex.com to get someone competent and able to follow a simple conversation to be able to make a decision to help usI still do not have a great feeling about T-Mobile, I will discourage others from using them and I believe that business practices and marketing needs some re-vamping to be accurate and true to consumersOne should not have a full connection with great service strength in one part of the yard, driveway, or home - to then drop calls a few steps laterSaying there is coverage in areas - is one thing, but reliability is something completely differentI am okay with what our resolution is here, but again, still not happy overall with the companyMrM [redacted] - thank you for helping as you didYou were the most kind and competent out of any of the several dozen that I've spoken with at T-Mobile since January Sincerely, [redacted] , M.AEd

July 22, 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 July 10, 2015, regarding the above-referenced accountPlease be advised that on July 21, 2015, we were able to confirm that [redacted] is [redacted] ***Further, T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile spoke to Ms [redacted] on July 21, T-Mobile records reflect that Ms [redacted] purchased a LG DGWhite handset on December 4, under mobile number ending in ***By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program 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-wor [redacted] handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageIf the Limited Warranty period has expired or upon return of the non-wor [redacted] handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountAdditionally, Ms [redacted] ’s mobile number ending in [redacted] has the JUMP! Bundle feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance for $per monthT-Mobile records reflect that Ms [redacted] participated in a Handset Exchange for her LG DGWhite handset on May 17, With regard to Ms [redacted] ’s handset, upon receipt we examined it and it was found to have sustained liquid damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedMs [redacted] ’s billing cycle rans from the 11th of one month to the 10th of the following month with payment due on the 3rd of each monthT-Mobile records specify that Ms [redacted] billing statement dated July 11, 2015, had a balance of $which consisted of monthly recurring charges, features, applicable taxes and fees billed from June 11, to July 10, 2015, each EIP monthly installment, one-time Android Market charge, and the out-of-warranty fee of $As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on July 21, 2015, T-Mobile agreed to issue a onetime courtesy credit of $for the out-of-warranty fee including tax billed to Ms [redacted] ’s billing statement dated July 11, 2015, leaving the account with a remaining balance of $As previously explained 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 accountsWe regret any inconvenience to Ms [redacted] regarding the limited response on prior correspondencePlease 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***’s and Ms [redacted] ’s recent contact with our Executive ResponseBased 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, INCAida A [redacted] Executive Response

October 26, 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 October 21, 2015, regarding the above-referenced accountPlease be advised that upon verification, Ms [redacted] is an authorized user under the [redacted] accountT-Mobile regrets any concerns to Ms [redacted] regarding her handset returnT-Mobile records confirm that on September 8, 2015, T-Mobile sent Ms [redacted] instructions on returning her handset to ECR officeAs previously stated in our correspondence, dated September 3, 2015, T-Mobile offered Ms [redacted] to return her Samsung Galaxy Light in exchange for a credit of the remaining Equipment Installment balance and final prorated monthly access chargesT-Mobile had not received notice that the handset was receivedUpon further research, T-Mobile located the Samsung Galaxy Light Brown delivered on September 25, On October 26, 2015, T-Mobile applied a courtesy credit of $to the above-referenced account bringing the account to a zero balance and remains canceledIn 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 Ms [redacted] accountPlease note it may take up to days for the credit report to be updatedT-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, INCLeah T [redacted] Executive Response

October 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 October 21, 2015, regarding the above-referenced accountWe are pleased to advise you that we have successfully resolved Mr [redacted] concerns to his satisfactionT-Mobile records indicate that on September 21, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S 64GBEIP 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 Mr [redacted] personal credit history at the time of purchase, he was required to make a down payment in the amount of $99.99; then agreed to a series of monthly installments in the amount of $which will appear on the first bill following the purchase of the devicePlease be advised that as of the date of this letter T-Mobile has not been able to locate a traassociated to this above orderHowever as a courtesy and in an effort to amicably resolve this matter T-Mobile has agreed to issue a credit of $which is the current travalue for Mr [redacted] deviceThis credit lowered Mr [redacted] balance of $to a credit balance of $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCJames G [redacted] Executive Response

November 14, 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.XXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 7, 2016, regarding the above-referenced prepaid mobile numberT-Mobile regrets any concerns to Mr [redacted] with regards to their handset purchaseAdditionally, we are sorry that Mr [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers when visiting our T-Mobile retail locationPlease be advised that at the time of activation, T-Mobile provided a 20-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsDuring the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and if requested, cancelation of the servicePlease note that pursuant to our terms of service, a restocking fee may be assessed during the return periodT-Mobile regrets any inconvenience to Mr [redacted] with regards to thisOn November 11, 2016, in an effort to amicably resolve this matter, T-Mobile offered to send Mr [redacted] a Certified Pre-Owned LG Ghandset at no costMr [redacted] was satisfied with this resolutionPlease be advised that Mr [redacted] will have to send his Samsung Galaxy ONto the address belowExecutive Response Team Attention: Cesar Account # [redacted] Menaul BlvdNE Albuquerque, NM Please note that Mr [redacted] will have days from the day he receives his replacement LG Gto return his Samsung Galaxy ONT-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to usWe also ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure that he is not charged for the LG GBased 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

June 28, 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 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] experienced in regards to her billing charges and appreciates the opportunity to respond to her concernsT-Mobile records indicate that Ms***’s account was subscribed to the T-Mobile ONE promotional rate plan, which for $per month, provides the first two lines ending in [redacted] and [redacted] with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability Additionally, on October 23, 2016, T-Mobile records indicate that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offeringMs [redacted] purchased two UE MegaBoom speakers and agreed to monthly installments in the amount of $per speakerPlease note that should a customer elect to cancel their account prior to completing the monthly installments the remaining balance will be accelerated to the next billing statement T-Mobile records confirm that on June 6, 2017, Ms [redacted] transferred responsibility for the mobile numbers ending in ***, through the process of a Change of Responsibility (“COR”) and was then no longer financially responsible for the mobile numberOn the same day, an electronic signature request was sent to the new customer requesting that they assume responsibility for the EIP attached to mobile number ending in [redacted] for one of the UE MegaBoom speakers with a remaining balance of $ After further review, our records indicate that the electronic signature was not received within the allotted hoursPlease note that the responsibility remains that of the original customer until an electronic signature agreement is signed by the receiving partyTherefore, Ms [redacted] remains responsible for the equipment charges Nevertheless, as a courtesy on June 27, 2017, T-Mobile absolved Ms [redacted] of the remaining balance of the EIP for the UE MegaBoom speaker attached to the mobile number ending in ***T-Mobile appreciates Ms***’s 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alyssa K [redacted] Executive Response

August 23, 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 12, 2017, regarding the above-referenced account T-Mobile regrets any data usage concerns that Mr [redacted] has experienced and appreciates the opportunity to respond to his concernsT-Mobile records confirm that as of February 28, 2017, Mr [redacted] subscribed to T-Mobile’s ONE rate plan, for $per month and includes unlimited talk, text and data, unlimited data provided at up to 4G/LTE speeds depending on device capability Upon reviewing the address listed on the account, T-Mobile found that Mr [redacted] ’s area is served by our network with the following spectrums: LTE MHz as well asMHz for 4G servicesMr [redacted] ’s area is also served by our 2G technologyAdditionally, T-Mobile confirmed that Mr [redacted] is utilizing a Samsung Galaxy which is able to access all of the above referenced spectrumsIt is T-Mobile’s position that Mr [redacted] is receiving the expected coverage for his area T-Mobile reviewed the usage on the account from July 28, 2017, to August 22, 2017, and over the course of the last days, Mr [redacted] used a total of 1,minutes with calls as long as minutes, sent and received multiple text messages and used an average of 5,megabytes (GB) of dataAs such, it is T-Mobile’s position that Mr [redacted] is able to utilize the service 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 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# (#932#) and press send to check data usage at any timeT-Mobile also sends a free text message once usage reaches GB during a billing cycle Customers 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 informationT-Mobile regrets any inconvenience Mr [redacted] has experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:You stated within your response that you rejected my filing in May and I had days to send a new oneThe first file I submitted was incorrectly submitted and I realized this within three days and called T-MobileYour T-mobile representative said that there was no way to remove a file already submitted, but to just submit a new one accuratelyI did as your representative suggestedOn April 16th, three days after the first file was submitted, I submitted a new file ensuring that all requirements were metAs you distinctly can see within both of the screen clips providedThe second one submitted April 16th is the one that has yet to receive a response and is the one I was referring to within my first complaintIt clearly states "Please allow up to weeks for processing"It has now been "processing" for days, which is weeks and daysI called T-Mobile regarding the issue after the week period had passed and when I finally got to representatives that would speak to me, you had one manger state that she didn't understand and it should have already been taken care ofYou had someone within your affiliated department for ETF Reimbursement state that she was confused and it should have already been taken care of because I clearly followed all necessary proceduresThe woman in this ETF Reimbursement department then had me on hold to clarify with her manager and she relayed that her manager stated, "We have had a lot of people participating in this promotion.." and essentially stated we will get around to your file when we get the time and feel less over-whelmedThat shouldn't be any of my concernT-Mobile offered to pay off my ETF with [redacted] and stated it would be "up to weeks for processing"It has been nearly weeks for processingI submitted the original complaint stating that if I had just sold my phone rather than trading it in to pursue this promotion I would have been left with a lot more money and a lot less hassleWithout even calculating what my previous phone would have been worth then, prior to the new edition being released, I simply looked at what T-Mobile would sell my previous phone at nowLooking up a Samsung Galaxy S16GB on the T-Mobile website right now, it states that under the conditions of excellent credit and with a discount the phone would be sold at $That means that $is the least amount of money someone would spend on it, because T-Mobile would make more money without the discount or with someone who does not have excellent creditI have been through so much stress with this promotion and that is why I requested a resolution of sending me $Realistically the phone was worth much more in April, but I didn't want to go through more stress trying to calculate that precise worthMy phone had an Otterbox case and had a thin glass extra front screen protector on it before I even left the [redacted] storeI still had the box that I purchased the phoneThe phone I turned in to T-Mobile could have been sold at the quality of a brand new Samsung Galaxy Sfor much more than $529.92, but instead I trusted in your company's promotion and offerNow for weeks and days I have waited for your company to follow through with their end of the jobThe images provided are screen shots from today, meaning that even after submitting my complaint, the files have still not yet been addressedI didn't respond to the phone calls because I stated that I would prefer to communicate by email or Revdex.com to have a paper trail for my own protectionI sent a reply email on July 6th to the following representative at T-Mobile: Ty R [redacted] , Executive Response, Office of the President/CEO, Desk: [redacted] ext [redacted] "After everything I have been through and all the calls I have made I don't have the time to call another representative and I would like to have something tangible for my own peace of mindBelow I am going to provide the body content of my email from July 6th:"I submitted a claim with the Revdex.com June 30, concerning the above referenced account You keep expressing for me to contact you by phone at my "convenience" Monday through Friday 8:00am to 4:30pm ptYou state that if I am unable to reach you, that you'd like for me to leave a voicemail with my name and T-Mobile number and you will return your call shortly after.You have since called me repeatedlyI am aware of your phone number and the times that you are available [redacted] extension [redacted] .I am not calling you, because I work 8-Monday through Friday, plus a second jobI will try to seek an opportunity to call you at my earliest "convenience", so please stop calling meI understand that you are trying to resolve my concerns, but there is a reason that I stated I prefer to communicate by emailThe few days I had off in the last month were spent talking to your multitude of offices at T-Mobile or trying to reach themI appreciate you reaching out to me, but I don't appreciate the voice-mails I find on my phone on a daily basis.If we can converse through email, it would be greatly appreciated"Now, I have received a message through Revdex.com stating that a T-Mobile representative would like to remove my complaint, because I refused to speak to him verbally and directlyThis is getting ridiculousI thought we could be professional about this and I am so grateful for the Revdex.com, which seems to be the best thing for me at this time, since communicating with T-Mobile directly seems to lack professionalismI stand by original request of a resolution by sending me $I hope to hear back soon from T-Mobile through Revdex.com.Sincerely, [redacted] ***

Revdex.com:T-mobile called me today MrDave T [redacted] called me and the issue is resolved They paid the balance directly into my bank account and I am satisfied I appreciate your help on this matter, thank you Sincerely, [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 After speaking to numerous people about my issues and sending an email to the President, Jimmy was able to review my account and resolve my issuesI have to say she was prompted with the resolutionThank you Revdex.com for following up with my complaint Sincerely, [redacted] ***

April 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr [redacted] associated with the Apple Black Friday OfferFrom November 24, 2016, through November 27, 2016, T-Mobile offered customers the Apple Black Friday OfferThere were several eligibility requirements for this promotion Our records reflect that on November 27, 2016, Mr [redacted] attempted to take advantage of our Equipment Installment Plan (“EIP”) offering by ordering one iPhone Plus 32GB handset under mobile number ending in ***Please be advised that upon initiating an EIP, T-Mobile emails customers and hours after the original process date to ensure that they complete the required electronic signature authorization for the EIP to be completedAdditionally, a phone call is made after hours as a final attempt for customer to provide the required electronic signature authorizationRegretfully, the EIP order was canceled as T-Mobile did not receive Mr***’s required electronic signature Following the cancellation of the order, on December 6, 2016, Mr***, successfully qualified for and took advantage of our EIP offering with the purchase of one iPhone Plus GB handset under mobile number ending in ***At the time of purchase, Mr [redacted] remitted a payment of $plus the taxes on the retail price of the handset, and agreed to a series of 24-monthly installment of $ Please note that our records indicate that on December 2, 2016, an iPhone SE 64GB handset was tradto T-Mobile for a travalue of $which was posted to the account on March 6, It is important to note that the traof a device is a final transactionPursuant to the traagreement, customers agree to and accept terms which include 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”T-Mobile does not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogram Unfortunately, as Mr [redacted] did not purchase the iPhone Plus handset during the promotional timeframe, the account did not meet the requirements of the offer and therefore was not eligible for the promotionNevertheless, in an effort to amicably resolve this matter, T-Mobile offered to credit up to $towards the EIP balance of the iPhone Plus handset or as a bill credit to the account Mr [redacted] declined our offer and requested his traddevice be returnedT-Mobile, at this time, respectfully declined to return the tradhandset rendered to T-MobileHowever, we offered to ship Mr [redacted] an iPhone SE 64GB Rose Gold handset from our office and extended this offer for a period of days from the date of this letterShould Mr [redacted] accept, he may contact Maggie R [redacted] directly at 1-877-290-ext341-T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

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 meHowever, since the agreement I have recieved a statement stating that I have been placed in collections for the amount of $There was an agreement that I would not owe any money and I am not sure why I was sent to collectionI would like this removed and my balance to be $as it was stated in the response to my complaintI would also like this matter to be overI also want the credit bureaus to be contacted to make sure this is not going on a credit report

September 2, 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 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced upon activating service with T-MobileOur records confirm that Ms [redacted] activated service on June 21, 2016, with five lines of serviceAt the time of activation Ms [redacted] activated under our Simple Choice Family plan at the cost of $per month for the first four lines which provides unlimited calling messaging and the first 6GB of data, additional lines may be added at the cost of $per lineIn addition, at the time of activation Ms [redacted] elected the JUMP! Feature on the lines of service ending in [redacted] and [redacted] at the cost of $per line per monthThe JUMP! Feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceWith a claim of a handset being lost, stolen or physically damaged it is important to note that a pre-determined deductible is charged based on equipment modelT-Mobile records indicate that on June 21, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an [redacted] iPhone 6S Plus16GB and an [redacted] iPhone 6S 16GBEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needsIf Ms [redacted] found that the service was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellationMs [redacted] would also have been able to return her handsets for a refund, less any restocking feeAs Ms [redacted] is beyond the return period for her account, she may cancel the account at any time but is unable to return the purchased device(s)If the account is canceled, any remaining EIP charges will be accelerated and become due in full with the final billing statementIt is important to note that while T-Mobile supports devices from other carriers, we are unable to guarantee all functionalities of the handsets based on compatibility and potential system limitationsWhile T-Mobile regrets any difficulties Ms [redacted] may have experienced, T-Mobile respectfully declines any request for refund of monies paid on the independent shop mentionedT-Mobile has reviewed Ms [redacted] ’s concerns in regards to the overages mentioned in her correspondence to your office, please note that her rate plan does not allow any nationwide overages and the charges incurred are those for international usage chargesPlease be advised that all T-Mobile customers automatically have permission to dial internationally unless they have requested International Long Distance Barring to be added to their accountsThere is no cost for this feature, and customers are only billed for the international long distance rate to the country they are calling if the feature is usedT-Mobile records confirms that Ms [redacted] ’s mobile number ending in [redacted] used T-Mobile’s direct service to make international calls which took place during the calling period of June 23, 2016, through July 22, In review, the total international charges were of $Although T-Mobile finds the charges to be valid and owed, on August 10, 2016, a credit of $was issued towards the international call chargesT-Mobile has reviewed Ms [redacted] ’s concerns regarding the [redacted] iPhones promotions at the time of activations and confirms that she was eligible for a promotional activation reimbursement card of $400.00; T-Mobile records confirm that the reimbursement card has been approved as of August 19, 2016, and Ms [redacted] should expect delivery within two to three weeksAlthough the return period has been exceeded, in an effort to resolve the matter and as a gesture of goodwill, if Ms [redacted] returns the above mentioned two [redacted] iPhones in like-new condition, with no physical damage, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $1,The handsets can be mailed to my attention to the following address: T-Mobile USA, IncAttn: Sacny A [redacted] c/o Executive Response Menaul BlvdNE 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 usWe ask that Ms [redacted] turn off the Find MyiPhone feature off, and that she please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetPlease be advised if the full kit is not returned, such as the charger, a $restocking fee will be deducted from the credit offered abovePlease be advised that if our final examination of the handset/s 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 owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than September 14, Should Ms [redacted] fail to meet this date, the offer will be considered void and charges will be considered validIt is important to note that Ms [redacted] is not under a contractual agreement with T-Mobile, and as such should she not be satisfied with T-Mobile service, she may cancel at any time without incurring an early termination feeAdditionally, should Ms [redacted] , cancel her service by September 14, 2016, either by contacting Customer Care to schedule the cancelation or her service or by initiating a port out of her mobile numbers, T-Mobile has agreed to waive the accounts current balance of $Should Ms [redacted] opt to maintain services with T-Mobile, it is important to note that coverage and services are functioning as expected, and no compensation will be providedT-Mobile respectfully declines Ms [redacted] ’s request for a refund of services paid to T-MobileBased 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, INCSacny A [redacted] Executive Response

July 31, 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 26, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] feels that T-Mobile’s previous responses to her concerns have been insufficient to address her concernsIn regards to Ms [redacted] ’s concerns with her Carrier Freedom submissionsT-Mobile records confirm that Ms [redacted] first submitted for our Carrier Freedom reimbursement program on November 11, At that time, and upon reviewing the documents which Ms [redacted] submitted, T-Mobile found that Ms [redacted] was eligible for a total of $The breakdown of this reimbursement is as follows: line ending in [redacted] was charged a total of $in eligible charges and received a device tracredit of $and pursuant to the terms of Carrier Freedom; this left a reimbursement for this line in the amount of $Ms [redacted] ’s line ending in [redacted] was assessed an early termination fee in the amount of $which was also eligible for reimbursementThis was a total of $which was reimbursed and sent to Ms [redacted] in the form of a prepaid refund card In reviewing Ms [redacted] ’s original Carrier Freedom submission, T-Mobile found that she was denied any additional reimbursement as the final billing statement she submitted did not clearly outline which charges needed to be reimbursed T-Mobile has once again reviewed the account and confirmed that mobile numbers ending in [redacted] and [redacted] were transferred to another service provider on February 9, The arrangement to transfer the line of service was made directly with Ms [redacted] ’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the lines of service after Ms [redacted] ’s new wireless service provider took control of themIn reviewing our records, T-Mobile first received a request to cancel the remaining lines of service ending in and [redacted] on Ms [redacted] ’s account on May 3, 2017, when Ms [redacted] contacted T-MobilePlease be advised during the period of February 9, 2017, and May 3, 2017, Ms [redacted] did not contact T-Mobile As T-Mobile was not advised of Ms [redacted] desire to cancel the line ending in and [redacted] the account was billed for services through May 3, It remains T-Mobile position that the balance is valid and owedThe balance of $2,consisted of monthly access charges for the billing period of February 5, 2017, through May 4, 2017, accelerated EIP charges of $1,480.36, applicable taxes, fees and a collection fee in the amount of $ Although it is T-Mobile’s position that this balance was valid and owed, as previously advised as a courtesy, we applied a credit of $This substantial credit covered all monthly access charges, applicable taxes and fees for the period from February 5, 2017, through May 3, 2017, which was the date of cancellationThis reduced the balance to $1,As an additional courtesy, on July 13, 2017, T-Mobile applied a credit to the account in the amount of $for the collection fee mentioned aboveThis leaves the account with a balance of $1,This final balance consists of only the remaining accelerated EIP balances for two Samsung Galaxy SEdge devices and one Samsung Galaxy Tab SIt is T-Mobile’s position that this balance remains valid and owed In Ms [redacted] ’s correspondence to your office, she indicates that she did not receive a billing statement detailing what she was billed forIt is important to note that Ms [redacted] was subscribed to T-Mobile’s paperless billing at the time of activation and has always had her billing statements delivered to her electronically and did not receive an actual paper statementMs [redacted] ’s account remained on paperless billing until her account was canceled on May 3, and her online account access was disabled at this timeAt the time of cancellation, T-Mobile automatically removes paperless billing enrollment and sends our customers a paper copy of their final billing statements including any revised billing statementsIn Ms [redacted] ’s case, T-Mobile sent a copy of the billing statements to the billing address on file which matches the address Ms [redacted] has provided to your officeIn addition, T-Mobile made several attempts to notify Ms [redacted] of her past due balance prior to the account being sent to collection which was in the form of text messages to the active numbers on the account, billing and late notificationsTherefore, it is T-Mobile’s position that Ms [redacted] was properly notified of her balanced owed prior to being sent to third party collections on June 2, T-Mobile has reviewed the additional documents Ms [redacted] has submitted to your office, and has confirmed these documents were not received during the appropriate timeframe to be eligible for the additional charges in regards to the Carrier Freedom programIn review of these documents there were additional charges which may have been eligible for reimbursement in the amount of $Although Ms [redacted] is outside the allotted timeframe to resubmit these documents for reimbursed, as an additional courtesy, T-Mobile applied the credit of $to Ms [redacted] ’s account which reduced the balance to $ As Ms [redacted] maintains possession of the devices it is T-Mobile’s position that the charges for the equipment are valid and owedHowever, as previously stated, T-Mobile has agreed, to allow Ms [redacted] to return her two Samsung Galaxy SEdge devices and Samsung Galaxy Tab S2, directly to our office with no physical or liquid damageWe have extended this offer and the devices must be post marked for return by August 14, 2017, from the date of this letter at: T-Mobile USA, Inc Attn: [redacted] * It is important to note that if the devices are returned damaged, the devices will be returned to Ms [redacted] and the EIP balances will remain valid and owedUpon receipt of the devices, T-Mobile will apply a credit for the matching charge for each device as follows; Samsung Galaxy SEdge IMEI 356164074390851, Samsung Galaxy SEdge 357751075183084, Samsung Galaxy Tab Stotaling $1,Ms [redacted] ’s account will be left with a credit balance after all credits have been issued for equipment totaling $T-Mobile agrees to refund any credit balance remaining to Ms [redacted] Again, if Ms [redacted] , would like to accept T-Mobile’s offers to amicably resolve this matter, she may return her equipment as outlined above no later than August 14, After August 14, 2017, T-Mobile’s offer to return the equipment will be considered void and the balance of $will remain valid and owed 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 Andrew S [redacted] Executive Response

October 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 October 7, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved Mr [redacted] concerns to his satisfactionT-Mobile regrets any confusion Mr [redacted] may have experienced in regards to his recent handset exchangeOur records confirm that when Mr [redacted] activated his account on April 16, 2014, he purchased a Samsung Galaxy Shandset using our Equipment Installment Plan (“EIP”) offeringPlease note that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program 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 damageIf a device is received with physical damage, an out of warranty plus tax is assessed to the accountThis information is disclosed at the time an order is placed, as well as in the collateral included with the replacement deviceOur records confirm that on July 24, 2015, following the completion of device troubleshooting, a Handset Exchange Program order was placed for Mr [redacted] Samsung Galaxy ShandsetUpon receipt of Mr [redacted] non-working handset, our trained technicians inspected the device, and confirmed that the device had incurred physical damage to the camera lensAn image of the damage can be viewed at https:// [redacted] As such, on August 11, 2015, an out-of-warranty fee and applicable taxes in the amount of $was assessed to Mr [redacted] accountIn an effort to amicably resolve Mr [redacted] concerns, on September 23, 2015, a credit of $was offered and accepted towards the out-of-warranty feeAlong with Mr [redacted] monthly access charges, the balance owed at that time was $Mr [redacted] remitted a payment of $on October 8, 2015, and the remaining $was placed on an extended payment schedule (“EPS”), allowing Mr [redacted] to break up the balance over payments of $However, in an effort to amicably resolve Mr [redacted] concerns, on October 9, 2015, T-Mobile spoke to Mr [redacted] and cancelled the EPSAdditionally, T-Mobile issued a credit to Mr [redacted] account in the amount of $155.29, reducing the balance to $150.00, which equals the deductible amount for the device if a handset protection claim had been filedMr [redacted] account remains active, with a balance of $A hold has been placed on Mr [redacted] account through October 23, 2015, to allow him time to arrange for payment without interruption of serviceIt is important to note, however, that a past due amount remains on the account on October 23, 2015, Mr [redacted] service may be interruptedMr [redacted] may contact Customer Care at [redacted] to arrange for paymentT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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, INCChris P [redacted] Executive Response

August 31, 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 23, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Mr***’s concerns to his satisfactionT-Mobile understands the importance of customers billing statements reflecting the expected charges and we regret any difficulties Mr [redacted] has encounteredT-Mobile also wishes to thank Mr [redacted] for bringing his concerns to our attention as customer feedback is very important in improving the overall customer experienceIt is important to note that Mr***’s account is billed for the current month of service with a billing cycle that starts on the 19th of each month and ends on the 18th of the following monthAdditionally, Mr [redacted] has the following Equipment Installment Plans (“EIP"): • 4G LTE HotSpot for $per month • LG Optimus Lfor $per month • Two Alcatel One Touch Pixi tablets and device accessories for $per month • Samsung Galaxy S32GB for $per monthT-Mobile records confirm that, on July 21, 2016, the rate plan was changed to T-Mobile’s Simple Choice rate plan for $per month; previously Mr***’s account was subscribed to the Simple Choice Family Match plan for $This rate plan change was backdated to July 19, 2016, the start of the then current billing cycle which resulted in the following billing statement reflecting monthly recurring charges for the Simple Choice rate plan for both the July and August billing cycles along with the EIP installments and a total amount due of $T-Mobile regrets any confusion or inconvenience this may have cause Mr***During the timeframe Mr [redacted] was speaking with T-Mobile to settle the account balance, T-Mobile records indicate he was quoted a monthly cost of approximately $going forward after payments had been madeIn order to provide a truly un-carrier experience, T-Mobile has applied an account credit in order to revise the balance to match $In addition to this account credit, T-Mobile has also waived the remaining balance owed on the HotSpot device, again to reach an amicable resolution; no installments for this device will appear on future billing statementsAs of the date of this letter, Mr***’s account reflects a balance of $and has a future dated payment for $to be processed on September 1, Once this has posted to the account, the remaining balance of $will be due no later than September 11, Going forward, Mr***’s monthly recurring charges will be $plus applicable taxes, fees, and surchargesBased 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, INCLiana G [redacted] Executive Response