T-Mobile USA

I am rejecting this response because:I still do not have my refund in my bank account.I have tried to contact My L [redacted] several times and have not received a call back.Once my money is refunded then I can accept an offer,it's been over days and I still don't have my refund.Thank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was not aware of the fact that phone should be I good physical condition, I went to TMobile store today as I was directed, there was a tiny crack I the right hand corner of the screen and a person at T Mobile store refused to process the exchangeWhat are my options now? Sincerely, [redacted] ***

March 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 March 15, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on October 5, 2006, and currently has eight active lines of serviceOn March 11, 2016, Mr [redacted] used our JUMP! On Demand (“JOD”) lease program to lease a Samsung Galaxy ShandsetThe JOD lease program allows customers to upgrade to the hottest devices whenever they wantCustomers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoMr [redacted] agreed to an month lease period, with monthly payments in the amount of $ Our records confirm that on March 25, 2016, Mr [redacted] performed a JOD upgrade for his Samsung Galaxy ShandsetMr [redacted] leased a Samsung Galaxy SEdge handset, with monthly payments in the amount of $As part of the JOD upgrade program, Mr [redacted] was required to return the Samsung Galaxy Shandset to a T-Mobile retail locationUpon receipt and inspection of the handset, the JOD lease for the handset would be closedRegrettably, our records confirm that the Samsung Galaxy Shandset was not received as returned to T-MobileAs such, the JOD lease remained active on Mr [redacted] ’s account However, in an effort to amicably resolve Mr [redacted] ’s concerns, on March 21, 2017, T-Mobile closed the JOD lease for the Samsung Galaxy Shandset leased on March 11, As such, Mr [redacted] will no longer be billed for the deviceAdditionally, on March 21, 2017, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $for billed handset lease paymentsAs Mr [redacted] had a balance owed, his account remains active with a balance of $It is important to note that a portion of this balance is considered past-dueT-Mobile recommends that Mr [redacted] contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruptionT-Mobile regrets any inconvenience Mr [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

February 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 February 16, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms [redacted] has with her equipment replacement orderT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on December 30, 2015, for her Samsung Galaxy S32GB in goldUpon receipt of Ms [redacted] handset at our warehouse, we examined it and it was found to have sustained physical damage to the charging port, 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 Ms [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 assessedNevertheless, in an effort to amicably resolve this matter, we have applied a $credit to Ms [redacted] account for the out-of-warranty fee which was assessed to her February 8, 2016, billing statementMs [redacted] account now has a credit balance of $and she may verify this by visiting www.T-Mobile.com or by dialing #225# and the “send” key on her T-Mobile deviceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

July 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 July 9, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile records confirm that Mr [redacted] activated his account on November 6, 2016, with two mobile numbersAt the time of activation Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 16GB handsets in silverEIP 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, Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $for each handsetIt is important to note that customers have the option to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balanceT-Mobile records confirm that on February 5, 2016, Mr [redacted] remitted two payments totaling $which resulted in a zero remaining balance for the two Apple iPhone 16GB handsetsIt is important to note that all mobile devices are initially locked to the T-Mobile networkHowever, Mobile Device Unlock codes are available to customers who meet our eligibility requirements upon requestAfter reviewing Mr [redacted] ’s account, T-Mobile records confirm that on July 7, 2016, he requested for a Mobile Device Unlock code for the two Apple iPhone 16GB handsets that were used on mobile numbers ending in [redacted] and ***Regrettably, due to an inadvertent error on July 9, 2016, Mr [redacted] ’s request for the device unlock codes were declinedT-Mobile records confirm that Mr [redacted] contacted T-Mobile Customer Care on July 9, 2016, and the request was resubmittedOn July 10, 2016, Mr [redacted] received the aforementioned device unlock codes for the two Apple iPhone 16GB handsets via his e-mail address that was provided at the time of submissionPlease note that on July 13, 2016, Mr [redacted] confirmed that he was able to unlock the two Apple iPhone 16GB handsetsT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I don’t remember my Tmobile numberBut being that you all have my social security number you shouldn’t have a problem finding me especially if I owe you money like y’all claimI did return Rochelle from tomibile executive office and left two messages on her extension and have to date not heard backyou all should have all ins information on file and should be capable of providing me what this so called balance is for again you have my full name address and social security number if you can’t provide me with an explanation because you all can’t locate my account then I would appreciate you removing this balance off my account it is not my place to keep proper records and accounting that is T-Mobile’s I have called tomiile several times and spoke to a customer service rep trying several numbers that I thought may be it I gave all my information and was told I could not be located (probably because I have no balance) Hisnos fraudulent and I ask hat you remove it immediately thank you [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They charged my credit card three timesMy bill should have dropped by a month when I switch plansNo allowance for thatThat is why they lost me as a customer (I can't even remember went I started with them)I had also paid off my equipment and they are still charging me as if I still owed them money for the equipment (they used the money I paid to pay off my equipment on my next months bill)I was on paperless billing so when I changed companies I could not resign in to see what they were charging for my final billingsI had no problems with their service, just will all of their lyingSincerely, [redacted] ***

December 4, 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 November 28, 2016, regarding the above-referenced file numberT-Mobile spoke with Ms [redacted] on November 29, and is pleased to report that we have resolved this matter to her satisfactionT-Mobile regrets any concerns that [redacted] has experienced with misapplied paymentsIn an effort to resolve this matter amicably, T-Mobile has issued a refund of $63.00, via a prepaid refund cardMs [redacted] should allow seven to ten business days from the issue date for deliveryT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

April 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 April 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced regarding his accountOur records confirm that Mr [redacted] activated his account on May 31, 2016, with four lines of serviceMs [redacted] subscribed to our promotional Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly for four lines of serviceIt is important to note that this promotional rate plan is considered a “4th line free” plan, and may not be eligible for other promotional offersOn November 20, 2016, Mr [redacted] added two additional lines of service, at $monthly per line of service At the time of Mr***’s November 20, activation, T-Mobile offered a promotion where customers who were subscribed to a qualified rate plan could add up to two additional lines of service, and would receive a monthly credit for the add-a-line costIt is important to note that “4th line free” rate plans were eligible to add one additional line of service, and receive the monthly promotional credit for the add-a-line costsAs such, Mr [redacted] was only eligible to add one line of service as part of this promotional offerOur records confirm that as of December 21, 2016, Mr***’s line of service ending in [redacted] is receiving this monthly promotional credit Additionally, on November 20, 2016, Mr [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG Khandset and an LG KhandsetMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $At the time of Mr***’s purchase, T-Mobile offered a promotional offer where customers who were on a qualified rate plan or data feature would receive a participating handset at no cost, after a monthly creditRegrettably, Mr [redacted] was not subscribed to a qualified rate plan or data featureAs such, he was not eligible for the monthly promotional credits However, in an effort to amicably resolve Mr***’s concerns, on April 18, 2017, T-Mobile closed the EIPs for the LG Kand LG KhandsetsAs such, Mr [redacted] will no longer be billed monthly for the handsetsAdditionally, T-Mobile issued a credit to the account in the amount of $480.00, which equals months of the add-a-line feature for the line of service not qualified for the above-referenced promotional offerDue to a balance owed at that time, Mr***’s 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

December 18, 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 December 14, 2017, regarding the above-referenced account We regret any inconvenience Ms [redacted] has experienced with regards to the credit for her handsetsAs indicated in our previous response, T-Mobile confirmed that upon receipt of the devices in our office, T-Mobile would apply the credits for the two Samsung Galaxy SdevicesOur records confirm that the two LG Vdevices were received in our office on December 11, 2017, and once processed T-Mobile applied a credit in the amount of $1,038.03, which was billed to Ms***Please note that Ms***’s account reflects a revised balance owed of $Should Ms [redacted] have any further questions or concerns, she may reach me directly using the contact details listed below, or at [redacted] @T-Mobile.com 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 Kayla J [redacted] Executive Response

May 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account T-Mobile is pleased to report that we resolved Mr [redacted] ’s concerns to his satisfaction T-Mobile regrets that the additional Equipment Installment Plan (“EIP”) payment from February 18, caused confusion On April 28, 2016, Mr [redacted] purchased an Apple iPhone SE GB handset with our EIP option Mr [redacted] was not asked to make a down-payment and he agreed to pay 24-monthly installments in the amount of $ All 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 purchase Although 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 balance Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments At the time that Mr [redacted] made additional payments toward his EIP balance, the payments would post to the account, and if the account reflected an outstanding balance, the payment would be applied toward the open account balance Then, the EIP payment amount is deducted from the EIP balance and appears on the next billing statement as an EIP charge for the amount of the payment T-Mobile records confirm that Mr [redacted] made an additional payment toward the EIP balance for the Apple iPhone SE GB handset on June 10, in the amount of $ The EIP payment, and charge, of $appeared on Mr [redacted] ’s billing statement dated July 7, Mr [redacted] ’s billing statement dated February 7, reflected a balance in the amount of $for monthly access charges for services rendered from January 8, through February 7, 2017, the EIP monthly charges, $for international call usage charges for the mobile number ending in 9770, optional feature subscription charges, $in international roaming usage charges for the mobile number ending in 9070, and taxes On February 18, 2017, as a gesture of goodwill, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $toward the international roaming usage charges The courtesy credit that was issued to Mr [redacted] ’s account left a revised balance in the amount of $555.67; please note that this balance did not yet include the additional EIP payment that Mr [redacted] requested to make On February 18, 2017, Mr [redacted] requested to make an additional payment toward the EIP balance for the Apple iPhone SE GB handset and T-Mobile collected a payment in the amount of $113.34, which posted to the account and then left a revised account balance in the amount of $ From February 18, through February 27, 2017, T-Mobile received additional payments to Mr [redacted] ’s account in the amount of $513.74, which left a credit balance in the amount of $ Mr [redacted] ’s billing statement dated March 7, reflected a credit balance in the amount of $71.50, new charges in the amount of $428.57; with a balance in the amount of $that was due by March 28, Please be advised that Mr [redacted] ’s billing statement March 7, reflected both the payment of $and the EIP charge of $113.43, which is how all additional EIP payments were posted to accounts at that time It’s important to note that Mr [redacted] was not charged twice for the EIP charge as it was only billed to the billing statement dated March 7, It is T-Mobile’s position that the EIP charge of $was accurately billed to Mr [redacted] ’s billing statement dated March 7, On March 23, 2017, Mr [redacted] contacted Customer Care and disputed the additional EIP charge of $113.43; therefore, T-Mobile reversed the additional payment charge and the amount of $was re-added to the EIP balance The payment of $that was received on February 18, remained on Mr [redacted] ’s account and was applied toward the account charges 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 Mr [redacted] ’s recent contact with our Customer Care While it is T-Mobile’s position that the EIP balance for Mr [redacted] ’s Apple iPhone SE GB handset was valid, on May 19, as a gesture of goodwill, T-Mobile closed the EIP for the Apple iPhone SE handset and we issued credits totaling $to the account for the EIP balance Based on our valued customer’s feedback, T-Mobile recently updated our EIP payment system so that EIP payments will no longer be applied toward a customer’s account balance, the payment will now directly apply to the EIP balance; which should help prevent future EIP payment and bill confusion T-Mobile appreciates Mr [redacted] ’s business and we regret any inconvenience that he may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

Complaint: [redacted] I am rejecting this response First of all, I want to make it clear that I never intentionally stated that I did not make the Revdex.com complaint when T-mobile called me When Maggie(?) from T-Mobile called me on Jun 3, 2016, the line was not very clear (and she had a strong accent, may I say), for the moment I thought it was a spam advertising call so I responded by saying I did not "ordered the service"I am sorry if that was mis-interpreted In fact, just a few minutes after the initial call, I realized that the call might be about my complaint, so I called back immediatelyAnother lady answered my call and told me that T-Mobile had already concluded that my complaint had no merit as "there was never a service interrupt" in my area and the problem was with my phoneI told her that I would not accept the conclusion as all evidence pointed to the fact that the service was not because T-mobile was upgrading their towers in Madison area The lady insisted I was not correct In Maggie's' response to Revdex.com she asked that I contact her directly, so I call the phone number (and the extension) she provided twiceOne on yesterday's afternoon and one this morningIn both cases, I was greeted by voice message saying Maggie was out of office I left one message asking her to call me but I have yet to receive a call from her I would be happy to discuss with Maggie or another representative from T-mobile Here I list again the facts: 1: During the period between May till May 31st, two of my T-mobile lines using Android phones did not work correctly, I can receive phone calls only if I turn off the high speed LTE data 2: I checked with two local T-Mobile storesThe store managers told me it was a known problem as they had receive MANY complaint of the same natureThe resin was that T-Mobile was upgrading the tower(s) in Madison areaThey said the only solution was to wait until the upgrading to complete 3: On May 31, without any change on my phone settings, both lines went back to normal (Additional information)I went back to T-Mobile store on June 5th, ask asked about the problemThe store person confirmed that there problem was fixed and he "received no problem reports in the past week" as compared to "many complaints" earlier I would urge T-Mobile to make some decent investigation on the matter and give me a satisfactary response thanks 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 85% satisfactory to meT-Mobile did indeed resolve the issue that was at the heart of the complaint; however, there was no extra action or effort on behalf of the customer service team to make up for them taking months to finally resolve the issue, and all of the unnecessary stress they caused a new customer, in myselfUltimately, I'm happy they finally resolved the issue at hand, but to be honest, I am disappointed that they only did the bare minimum (fixing the problem, and nothing more) after giving me the run around for monthsI was expecting that they would have been remorseful upon hearing of my experience and would have done a little more to make sure I was happy Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Tmobile as today @ 18:they did not honor their agreementI just now double checked and not only did I not receive my funds back into my bank account, the courtesy that MrW [redacted] said he would credit to the Tmobile account is also not thereSo not only is Tmobile not able to honor their agreement they can't even seem to to credit the Tmobile account which should be under their controlAgain, so the "Tmobile Office of the President" doesn't seem to be able to rectify a complaint or honor their commitment to close the issueTo add salt to the wound I went to investigate to upgrade my phone which is paid off, because the other participants have not brought the account up to date I can't even view any upgrade to a my mobile device, which is utterly ridiculousSo ok they can block any future purchase because the other participants have not paid their premium (which again why penalize a plan member who pays) but I can't even view a new mobile device for future purchaseutterly ridiculousI'm sorry, these chain of events clearly show Tmobile lacks the skill and customer relations to be a premium cellular provider.Sincerely, [redacted]

Revdex.com:I have reviewed the response in reference to complaint ID [redacted] My credit card account does reflect the reimbursement for taxes paid on both handsets and I'm glad to see that the second handset, which was sent to the Fort Worth warehouse with the first handset, on the same day in October, within the same return time-table as the other, was also foundAs I owe nothing and my account with T-Mobile is at zero, I consider this case closedThank you.Sincerely, [redacted] ***

July 28, 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 15, 2017, regarding the above-referenced account We are pleased to report that we have resolved the matter to Mr [redacted] ’s satisfaction T-Mobile regrets that Mr [redacted] has concerns regarding his billing and welcomes the opportunity to respond T-Mobile records reflect that Mr [redacted] chose to subscribe to our T-Mobile ONE Talk & Text plan The anticipated monthly cost for this plan including tax on Mr [redacted] ’s account is $ Additionally, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on October 31, 2015, with the purchase of a Samsung Tab A tablet and accessories, on January 21, 2017, with the purchase of a Samsung On handset, and on May 8, 2017, with the purchase of a Samsung Galaxy Note handset These payments totaled $monthly As such, T-Mobile would anticipate Mr [redacted] ’s monthly cost to be approximately $ T-Mobile records reflect these purchases to be authorized by Mr [redacted] After careful review, T-Mobile has determined that the variance Mr [redacted] has noted in his monthly billing statements are the result of third-party application charges Please note that T-Mobile has blocked third-party applications from billing to Mr [redacted] ’s account at his request Additionally, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile has taken the following action in attempt to provide Mr [redacted] with a monthly anticipated cost closer to his expectation: T-Mobile has credited Mr [redacted] ’s current balance due of $creating a zero balance currently on the account T-Mobile has closed and credited Mr [redacted] ’s EIPs thus he will no longer have monthly costs for the EIPs We have moved Mr [redacted] to our Select Choice Talk & Text plan at an anticipated monthly cost of $including tax As such, Mr [redacted] would now anticipate his total monthly cost to be $ Finally, 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 Mr [redacted] ’s recent contact with us regarding the matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC William B [redacted] Executive Response

May 26, 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 14, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulTherefore, we will make every effort to address Mr***’s concerns within this response T-Mobile regrets any inconvenience Mr [redacted] may have experienced with the purchase option price of his JUMP! On Demand (“JOD”) agreementJOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsAfter which, a customer may choose to return the device or purchase their leased device for the purchase option price On August 23, 2015, T-Mobile records indicate Mr [redacted] initiated a lease for a Samsung Galaxy Note GB handset on our JOD lease offer at a total price of $plus applicable taxes and feesMr [redacted] remitted a capital cost reduction payment in the amount of $and agreed to 18-monthly lease payments of $Upon completion of the JOD lease agreement, Mr [redacted] would have the option to purchase the handset for the purchase option priceIt is important to note that Mr [redacted] contacted Customer Care on November 17, 2015, in regard to processing a JOD upgrade from his current Samsung Galaxy Note GB handset to a Samsung Galaxy Note GB handset and was advised at that time of the cost and the JOD lease agreementPlease be advised T-Mobile applied a courtesy account credit on November 18, 2015, in the amount of $to close this Samsung Galaxy Note GB JOD lease agreement On November 18, 2015, T-Mobile records indicate Mr [redacted] initiated a lease for a Samsung Note GB handset on our JOD lease offer at a total price of $plus applicable taxes and feesMr [redacted] remitted a capital cost reduction payment in the amount of $and agreed to 18-monthly lease payments of $Upon completion of the JOD lease agreement, Mr [redacted] would have the option to purchase the device for the purchase option price of $plus applicable tax and fees Please be advised that on December 20, 2015, T-Mobile records indicate Mr [redacted] filed an insurance claim with Assurant, the third-party insurance vendor, which is included in his JUMP! featurePlease be advised that in addition to providing Mr [redacted] with an extended warranty, T-Mobile’s JUMP! feature also provides handset insuranceIt is very important to note that claims are fulfilled by the aforementioned party and carries a deductible to replace the handset, which in Mr [redacted] mentions in his correspondence to your officeOn January 20, 2016, Mr [redacted] contacted Customer Care to advise that he had not received his replacement device from AssurantT-Mobile records indicate we replaced the missing handset free of cost, which means although the claim had to be filed through Assurant, we replaced the handset as a one-time courtesy to Mr***; however, Mr [redacted] remained responsible for the lease agreement as agreed for the above mentioned Samsung Galaxy Note GB Accordingly, upon Mr***’s completion of his JOD lease agreement, he will be billed for the purchase option price in the amount of $plus applicable taxes that he agreed to upon initiating the aforementioned JOD for the Samsung Galaxy Note GB Nevertheless, as stated above, T-Mobile’s JOD lease agreement affords Mr [redacted] the option to purchase the handset for the purchase option or return the device to T-Mobile without any penalties or feesIt is important to note the handset must be in good working condition, must turn on, must not have any liquid or physical damage, and must be turned in no later than June 11, Please note that the leased handset must be returned to a retail location Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer CareT-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 Carlos T [redacted] Executive Response

February 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 3, 2017, regarding the above-referenced account T-Mobile regrets Mr [redacted] ’s experience at his local retail store while attempting to upgrade his son’s phonePlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersT-Mobile strives to provide world-class service to all of our customers on each and every contactWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent visit to our retail location T-Mobile records indicate on December 15, 2016, Mr [redacted] initiated an Equipment Installment Plan for a new Apple iPhone gigabyte (“GB”) handsetWe do regret if Mr [redacted] had the attention of purchasing the plus size model of the new Apple iPhone In an effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $toward Mr [redacted] ’s open Equipment Installment Plan for the Apple iPhone GB handsetMr [redacted] ’s remaining Equipment Installment Plan for his Apple iPhone GB is now $ 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 Martin G [redacted] Executive Response

January 20, 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 January 18, 2015, regarding the above-referenced 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 Mr [redacted] recent contact with our Customer CareT-Mobile records indicate that on January 2, 2016, Mr [redacted] was activated on the $Simple Choice North America Unlimited Talk Text plus Data Two Lines rate plan for the mobile numbers ending in [redacted] and ***T-Mobile records indicate that on January 2, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 6s 64GB in Space Gray and an iPhone 6s 64GB in Rose GoldEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAccordingly, Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $All 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 note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP paymentsOn January 11, 2016, Mr [redacted] ported his mobile numbers to another provider and canceled his accountT-Mobile was able to speak with Mr [redacted] on January 13, 2016, and he stated that he would be returning his devices within the return period so that he may have the EIP balances removed and a refund for the $down payment that was made at the time of purchaseWe regret any inconveniences that 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJosiah M [redacted] Executive Response

Complaint: [redacted] Date Sent: 4/9/8:04:PMComplaint: [redacted] I am rejecting this response because: I was last contacted by Christopher L [redacted] fro T-Mobile on 3/16In response to that EMAIL I sent the following:Changing to a postpaid account is fineI keep my credit locked for security purposes but if required can unlock if you let me know what credit bureau you use Will this change any other terms of the account? Price, minutes, rollover etc ? Is there also a way that I can have access to the account via web site? Again the issue is that all ways to confirm seem to be through the telephone number (text) to the SIM.Sincerely, [redacted] ***This was sent 3/17/@ 7:AMI HAVE HAD NO RESPONSE FROM T-MOBILE SINCE