T-Mobile USA

Complaint: [redacted] I am rejecting this response because: I will be contacting the companyIt was never explained that I would continue to be charged the $for the tablet if I closed out my accountI still am requesting the $credit (which includes the deposit.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:(The following is the transcript of an email I sent to [redacted] on May 6, in response to the complaint response I receivedI have yet to receive a response to my follow up, nor has the original issue been resolved.)Thank you for the replyWhile I have completed the steps above, I'm still reporting the device as lockedAgain I'm referencing your public website which all third parties use to verify the device unlock statusFeel free to check yourself:1) I'm using the following website:https://www.t-mobile.com/verifyIMEI.aspx2) I enter the following IMEI number of my device:[IMEI REDACTED]3) I receive the following error message stating the device still has an outstanding balance:"This device has an outstanding balance that must be paid or it may not be able to be used on T-Mobile networkFor more information or assistance, please call Customer Care at 1-844-226-8396" Sincerely, [redacted]

October 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 October 22, 2015, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] may have experienced regarding the Samsung Galaxy Shandset and her billing concernsT-Mobile records confirm that on September 28, 2014, Ms [redacted] was assessed an out-of-warranty (“OOW”) fee due to physical damage in the amount of $191.19, which Ms [redacted] did pay in fullUnder 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 damageWith regard to Ms [redacted] handset, upon receipt we examined it and it was found to have sustained damage to the LCD screen which is not covered under the warrantyIncluded below is the link to view the aforementioned damaged handset: [redacted] In an effort to amicably resolve Ms [redacted] concerns, T-Mobile has issued a credit in the amount of $433.47, equivalent to the OOW fee referenced aboveAdditionally, T-Mobile has processed an upgrade for a LG Gunder our Equipment Installment Plan (“EIP”) and has removed the remaining balance for Ms [redacted] EIP for the Samsung Galaxy Shandset in the amount of $Please note that Ms [redacted] account remains active with a credit balance of $26.50, which shall apply to her next billing statementBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

September 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 September 12, 2015, regarding the above-referenced accountWe apologize for any inconvenience Mr [redacted] may have experienced with his recent attempt to establish services with T-MobilePlease be advised that T-Mobile may use third-party Service Partners to help service our customersThese employees are contracted by T-Mobile and trained in use of T-Mobile's systems and toolsAdditionally, they are held to the same standards of professionalism and policy adherence as any other representatives of T-MobileThis is outlined in our Privacy Policy under the Disclosure of Personal Information Section which can be found online at www.T-Mobile.comPlease be assured however, that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our Telesales DepartmentOur records indicate that on September 10, 2015, Mr [redacted] contacted our Telesales Department and proceeded to activate his account with T-MobileAt that time, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a certified re-manufactured Sony Xperia ZdeviceOur records confirm that the device was shipped via UPS to Mr [redacted] mailing addressHowever, our records also confirm that Mr [redacted] refused delivery of the aforementioned deviceThereafter, on September 16, 2015, T-Mobile confirmed the successful receipt of the aforementioned device at our national distribution centerPlease keep in mind that it can take up to seven to ten business days for Mr [redacted] to receive a refund for his equipment purchaseAdditionally, in Mr [redacted] correspondence to your office, he advises of his intent to cancel his account with T-MobileAs such, T-Mobile has agreed to honor Mr [redacted] request to cancel his accountAdditionally, as T-Mobile has determined there was no usage on the above-referenced account an adjustment has been issued for the entire balance of $The account remains closed and reflects a zero balanceMr [redacted] may disregard the next billing statement as all new monthly recurring charges created will be adjusted after the bill has been generatedT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCEmilio S [redacted] Executive Response

February 25, 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 24, 2016, regarding the above-referenced accountWe regret any coverage issues Mr [redacted] may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasPlease be advised that there are several factors that can affect actual service quality and availabilityT-Mobile has reviewed Mr [redacted] coverage area and confirms that he is in an area with 4G LTE coverage and no known issuesOn January 26, 2016, as part of T-Mobile’ s troubleshooting and in efforts of resolving Mr [redacted] coverage concerns, our records confirm that the System Identifying Module (“SIM”) card to his account was updated in which Mr [redacted] has confirmed that there has been coverage improvements but it has not fully resolved the issueUpon T-Mobile receiving indications of coverage issues, T-Mobile troubleshoots services to rule out the possibility of network or handset related issuesIn review of Mr [redacted] concerns regarding the dropped calls, T-Mobile has determined that it may potentially be his devicePlease note that by purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramOur records confirm that Mr [redacted] is using an Apple iPhone 5S that is no longer under T-Mobiles limited warranty; as such, T-Mobile recommends testing the SIM card on a different device, and looking at handset upgrade options which were discussed with Mr [redacted] Although T-Mobile is unable to confirm that the issue is network related, as a courtesy to Mr [redacted] , and in an effort to amicably resolve the matter, T-Mobile agreed to issue a credit of $to his account in lieu of a month of service free which is currently reflecting as a credit balance to his accountT-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, INCSacny A [redacted] Executive Response

December 15, 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 December 14, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile regrets any misunderstanding to Mr [redacted] when attempting to pay off his Equipment Installments Plan (EIP)T-Mobile records reflect that Mr [redacted] ’s billing statement dated September 27, 2015, had a balance of $which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from September 27, 2015, to October 26, 2015, and the EIP monthly installment totaling $($for an iPhone Plus Space Gray 16GB of memory handset and $for an iPhone Silver 16GB of memory handset)Please note that on October 7, 2015, payments totaling $for the above listed charges were remitted to the account, leaving the account with a remaining balance of $Our records confirm that Mr [redacted] remitted a payment online at my.t-mobile.com in the amount of $on October 8, 2015, towards the remaining EIP balance of his iPhone Plus Space Gray 16GB of memory handsetPlease note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately, while the associated charge to close the EIP does not appear until the end of the billing cycleAs such, if there is a balance owed at the time of EIP payment, it will be applied to that open balanceAt that time, the account was left with a credit balance of $T-Mobile records reflect that Mr [redacted] ’s billing statement dated October 27, 2015, had a balance of $which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from October 27, 2015, to November 26, 2015, the EIP monthly installment totaling $58.32, and reflected the prepayment charge of $for the iPhone Plus with 16GB of memory handsetPlease note that as Mr [redacted] had a credit balance of $324.21, his account was left with a remaining balance of $which reflected on his billing statement dated October 27, Our records indicate that on October 29, 2015, payment of $was remitted to the accountOn October 29, 2015, Mr [redacted] remitted two payments online at my.t-mobile.com in the amount of $and $for the remaining EIP balance of his iPhone Plus Space Gray 16GB of memory handsetFollowing, on November 19, 2015, payments totaling $for the account service charges were remitted to the accountOn November 21, 2015, Mr [redacted] remitted a payment online at my.t-mobile.com in the amount of $towards the remaining EIP balance for his iPhone Silver 16GB of memory handsetAt that time, the account had a credit balance of $T-Mobile records further reflect that Mr [redacted] ’s billing statement dated November 27, 2015, had a balance of $which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from November 27, 2015, to December 26, 2015, the EIP monthly installment of $27.08, and reflected the prepayment charges of $for the iPhone Plus with 16GB of memory handset, the prepayment of $for the iPhone with 16GB of memory handset, and the final remaining charge of $for the iPhone Plus with 16GB of memory handsetAs a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, on December 14, 2015, a credit of $for a free month of service was posted to the account, leaving the account with a remaining balance of $due on December 19, T-Mobile regrets any inconvenience to Mr [redacted] ’s 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, INCAida A [redacted] Executive Response

October 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Pre-paid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 21, 2016, regarding the above-referenced pre-paid numberT-Mobile regrets that Mr [redacted] continues to have concerns regarding his refundUpon contacting Mr [redacted] on October 26, 2016, he advised T-Mobile that we could respond directly to your officePlease be advised that our records confirm that Mr [redacted] was contacted via his number ending in [redacted] on October 7, 2016, October 17, 2016, October 19, 2016, and October 26, T-Mobile records indicate that Mr [redacted] ’s refund in the amount of $was approved by T-Mobile on October 11, 2016, and forwarded to Citibank to be disbursed as a prepaid debit cardPlease be advised, Citibank’s card fulfillment vendor is currently experiencing delays of up to days beyond the standard timeframe of seven to ten business daysPlease be assured, Citibank is working diligently to resolve the delayFor any further concerns regarding the delay in issuance of the prepaid refund cards, Mr [redacted] may contact Citibank at 1-800-522-Customers who have not received their cards within business days of the above date may contact Citibank Card Services at 1-877-855-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

From: [redacted] [mailto: [redacted] ] Sent: Tuesday, May 31, 10:AMTo: Info Subject: Fwd: You have a new message from the Revdex.com Hi, The following complaint # [redacted] has been resolved and they have honor their agreement after many many wasted hours with customer serviceI would like to update correspondence between me and T-Mobile following after the complaint submission for Revdex.com records and referencePlease let me know if this is possible and how to go about it Thank you, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Wow! I am blown away by the response from T-mobile! I agreed to the FREE Samsung tablet only after talking for a long time with the representative and then her supervisor I repeated several times, "are you sure this is free?" I don't believe anything is free!!" They both promised me that t-mobile was offering this very rare special to their good customers I have no idea what the other items that I supposedly agreed to in the response aboveSince t-mobile records their conversations for training purposes, I would like copies of them so that I can prove that I am being truthfulShortly after I received the Samsung, I learned about the additional monthly charges I immediately contacted t-mobile for an explanation That is when this whole nightmare beganI returned the Samsung and sim card right away and every month since then I have to dispute the additional charges.All I am asking is that t-mobile quit charging me for the equipment and sim card that I returned Sincerely, [redacted]

November 8, 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 November 2, 2016, regarding the above-referenced account We are glad to report that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfaction T-Mobile is delighted that Mr [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family We regret hearing of Mr [redacted] ’s concerns with our Carrier Freedom promotion and the status of his submission As Mr [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer These promotions, collectively known as Carrier Freedom have been overwhelmingly successful For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments The first payment is paid at the time of activation when a handset is traded-in At that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in That second payment is then remitted to the customer in the form of a prepaid bank card Our records reflect that Mr [redacted] received a tracredit of $at the time of activation and, based on the amount owed to his prior carrier and approval of his reimbursement request, he was sent a prepaid card in the amount of $for the balance of the equipment installments charged by his prior carrier T-Mobile records confirm that Ms [redacted] activated her T-Mobile account on September 17, 2016, with mobile number ending in and that he traded- in an iPhone 6s with 64GB of memory device from which he accepted a tracredit in the amount of $ In reviewing Mr [redacted] ’s final billing statement with his previous service provider, we can confirm that his cancelation equipment charges totaled $ It is T-Mobile’s position that Mr [redacted] received a full reimbursement based on the Carrier Freedom promotion guidelines On November 5, 2016, T-Mobile contacted Mr [redacted] to discuss the information presented above As a courtesy, and in an effort to amicably resolve this matter, T-Mobile offered an additional refund in the amount of $in the form of a prepaid card, which Mr [redacted] accepted as full resolution to his concerns Please allow seven to ten business days for deliveryT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

April 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 27, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’ satisfactionT-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding his recent tablet insurance claim through Assurant Wireless Inc(“Assurant”)T-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) through AssurantT-Mobile records reflect that on March 9, 2016, Mr [redacted] filed a claim with Assurant that was subsequently denied due to the fact that the handset did not appear to be in use on the account at the time that the claim was filedAs such, in an effort to amicably resolve this matter, T-Mobile has offered to replace Mr [redacted] ’ iPad with a new iPad at the standard deductible cost of $Please note that T-Mobile has ordered Mr [redacted] ’ replacement iPad with an expected delivery date of April 11, 2016, and charged the $deductible to his next billing statement, which will be dated March 1, Mr [redacted] was pleased with this offer and considers the matter resolvedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJames H [redacted] Executive Response

September 9, 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 September 3, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account Please be advised that T-Mobile has made several attempts to reach Ms***As our efforts were unsuccessful, we will provide our response below: T-Mobile regrets any inconvenience to Ms [redacted] regarding the trade in of her Samsung Galaxy SdevicePlease be advised that T-Mobile records confirm that on April 21, 2016, Mrand Ms [redacted] purchased a Samsung Galaxy SGB device for $on T-Mobile’s Equipment Installment Plan offeringT-Mobile records confirm that Mr***’s line of service ending in [redacted] was subscribed to our JUMP! programCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentThis program requires that half of the cost of the handset is paid prior to the device being eligible to JUMP! to a new phoneOn June 22, 2016, Mr [redacted] purchased an Apple iPhone 6S 64GB for $However, T-Mobile records confirm that half of the cost of the Samsung Galaxy was not paid, and systematically ineligible for a JUMP! upgradeThe Apple iPhone 6S 64GB was therefore processed as a separate order, which Ms [redacted] agreed to at the time of purchaseFurther, T-Mobile was unable to locate a record of the returned Samsung Galaxy SMs [redacted] referenced in her correspondence with your officeHowever in an effort to amicably resolve this matter, on September 7, 2016, T-Mobile issued a credit of $to Mr***’s accountThis credit is comprised of the remaining device balance of $along with the two previous installment payments of $from July and August of As of the date of this letter, Mr***’s account holds a revised balance of $1,which is due no later than September 7, It is T-Mobile’s position that this balance is validT-Mobile accepts a number of payment methodsPayments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statementT-Mobile regrets any inconvenience to Mrand 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, INCJames G [redacted] Executive Response

February 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 February 14, 2017, regarding the above-referenced accountPlease be advised that we have made ***empts 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 September 11, 2016, with three lines of serviceAt the time of Mr [redacted] ’s activation, he portthree of his lines of service from another providerDue to an inadvertent error, this poprocess was not completed until September 16, On September 19, 2016, Mr [redacted] added a fourth line of service to his account At the time of Mr [redacted] ’s September 11, activation, he used our Equipment Installment Plan (“EIP”) program to purchase two Apple iPhone GB handsets and an iPhone GB handsetMr [redacted] remitted a down payment in the amount of $for each of the Apple iPhone GB handsets, but was not required to remit a down payment for the Apple iPhone GB handsetMr [redacted] agreed to monthly installments in the amount of $for each deviceAt the time of Mr [redacted] ’s handset purchase, T-Mobile offered a promotion where customers who trada qualified handset and purchased a new qualified handset on an EIP would receive a one-time tracredit for the handsets, as well as a monthly credit towards a portion of the EIP for the new handsetOur records confirm that Mr [redacted] was to tratwo Apple iPhone handsets and a Samsung Galaxy ShandsetOur records confirm that both Apple iPhone handsets were received, and a tracredit totaling $was issued as of November 23, The EIPs associated with each of these trade-ins also receive the monthly promotional creditRegrettably, however, our records confirm that the Samsung Galaxy Shandset was not received as a trade-inAs such, the one-time credit was not issued, and Mr [redacted] is not receiving the monthly promotional credit However, in an effort to amicably resolve Mr [redacted] ’s concerns, on February 28, 2017, T-Mobile closed the EIP for the handset that is not receiving the monthly promotional credit, an Apple iPhone GBAs such, Mr [redacted] will no longer be billed for the handsetAdditionally, on February 28, 2017, T-Mobile issued a credit to Mr [redacted] ’s account in the amount of $for the billed handset installmentsMr [redacted] ’s account remains active, with a balance of $Payment for this balance is due March 6, 2017, and Mr [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owedT-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 m***er to our ***entionShould 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

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 again for your accommodations.Sincerely, [redacted]

August 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 August 18, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to the Apple iPhone promotionPlease be advised that from September 26, through October 2, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid Apple iPhone handset or new model for the Apple iPhone or Plus handset With this offer, qualified customers who switched to the T-Mobile ONE rate plan, purchased a new Apple iPhone 32GB handset on an Equipment Installment Plan (“EIP”) and tradtheir fully paid Apple iPhone 6S or 6S Plus handset, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new Apple iPhone handset such that the handset is discounted to $after months Additionally, customers that traded in an Apple iPhone or Plus handset would receive monthly EIP credits to reduce the cost of a new Apple iPhone 32GB to $after months Customers who tradthe Apple iPhone 5, 5C, 5S, or SE handset model would receive the handset at a final cost of $ If a customer chose the Apple iPhone GB Plus model there was a cost increase of $ Finally, customers who chose a larger memory variant of the Apple iPhone or Plus were asked to pay $for each memory variant increase On September 25, 2016, an order for two Apple iPhone 32GB handsets in Rose Gold, and an Apple iPhone Plus 128GB in Black handset, was initiated on Mr***’s account A down payment of $was remitted toward the Apple iPhone 128GB handset with monthly EIP payments of $ There was no down payment made on the Apple iPhone 32GB handsets, however monthly payments of $were initiated As of September 25, 2016, two Apple iPhone Plus 64GB in Gold handset and an Apple iPhone 5C 16GB in Green handset were included as tradevices Regrettably, the promotional credits did not reflect on the account for the three devices that Mr [redacted] traded in during the promotional period As such, upon speaking with Mr [redacted] on August 21, 2017, the EIPs for all three devices were closed out as paid and a credit of $was applied to the account The account currently reflects a credit balance of $ 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 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 Jessica G [redacted] Executive Response

November 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 8, 2016, regarding the above-referenced accountT-Mobile regrets any handset warranty replacement concerns Mr [redacted] has experiencedT-Mobile records confirm that on October 24, 2016, Mr [redacted] filed a handset warranty exchange for a replacement Apple iPhone Plus 64GB Gold handsetPlease be advised that currently the Apple iPhone Plus 64GB Gold handset is on backorderOn November 16, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit of $to Mr***’s account for monthly access charges from October 24, 2016, through November 23, Additionally, T-Mobile agreed to send Mr [redacted] a replacement Apple iPhone 6S Plus 128GB Gold handset at no cost as long as he sends his defective Apple iPhone Plus 64GB Gold handset back to T-Mobile within days of the date of this letter using the prepaid shipping label that we providedUpon receipt of the handset, T-Mobile will apply a credit of $for the replacement Apple iPhone 6S Plus 128GB Gold handsetIn regards to Mr***’s original handset warranty exchange, once the device is no longer on backorder, it will be shipped to Mr***’s local T-Mobile retail locationAfter days, the device will automatically be returned back to T-MobileIt is recommended that Mr [redacted] disregard any system generated text messages advising him to pick up his replacement handsetAs of November 16, 2016, Mr***’s account reflects a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [redacted] Executive Response

October 13, 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 8, 2016, regarding the above-referenced accountT-Mobile regrets any concern that Ms [redacted] has experienced regarding her coveragePursuant to Ms [redacted] ’s request, T-Mobile has not contacted her regarding this matterAccordingly, we will make every effort to address her concerns within this letterOur records indicate that Ms [redacted] activated service July 13, 2006, with three lines of serviceT-Mobile does not show any coverage changes for the address listed on Ms [redacted] ’s accountWe show that 4G/LTE connectivity is what is available in Ms [redacted] ’s areaPlease be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching her device and is the reason calling, if available, is suggested as a supplemental connection sourceIn an effort to address Ms [redacted] ’s concerns with coverage concerns T-Mobile provided sent a coverage device on April 28, This device was sent provide a better in home coverage experienceOur records indicate that Ms [redacted] has not set up the coverage device which was provided to enhance her coverage experienceAfter review of Ms [redacted] ’s account our records indicate sufficient voice usage, as well as data usage on the account which suggests service is utilizedMs [redacted] ’s average data usage over the last three billing cycles from June 27, through September 26, is about gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,This is based on a combined total for all three lines on the account, month over monthAs such, we request that Ms [redacted] contact T-Mobile to request cancellation of service, so we may discuss cancellation process and final billingShould Ms [redacted] continue experiencing issues with her coverage, we ask that she contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issueAs such, we respectfully decline her request for creditT-Mobile regrets any inconvenience that Ms [redacted] has experienced 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, INCSharon B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Mr [redacted] did try to reach me concerning my complaint twice in the same day but I was unable to anwser my phone because I was at work I have since spoken with him but nothing has been resolved and therefore I do not believe that my claim should be thrown out The last company representative that I spoke with said that I would recieve a deposit in my account last week and I never recieved it I have yet to recieve anything from TMobile at this point I have sent paperwork to Mr [redacted] via email and will include a copy of that in this email I also am attaching my initial reciept which I recieved on my first interaction with T-Mobile which clearly shows that my phones trade in value was $dollars After Mr [redacted] reviews this paperwork I would like to recieve my refund in a timely mannerI will be satisfied when this issue is resolved and I am in refunded the money that is owed to me.Sincerely, [redacted]

Complaint: [redacted] I was only credited for my initial deposit when the attached paper work shows proof I paid $sorry for the delay but I was not aware of the final balance until the credits postedI am still owed a credit to my T-Mobile accountAlso I mailed back the device we are talking about today per tracking usps [redacted] **Here is proofOnce my account is credited the remainder for the device and the $for my [redacted] bill that [redacted] agreed to take care of then this matter will be closedSincerely, [redacted]

October 25, FILED ELECTRONICALLY Bureau Service Revdex.com of alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile *ccount No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence d*ted October 18, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] may have experienced with respect to her Carrier Freedom reimbursementIn order to qualify for the Carrier Freedom reimbursement, Ms [redacted] needed to submit her final bill from her previous cell phone carrier on our Carrier Freedom reimbursement website, www.Switch2T-Mobile.comThe final bill was to include the Early Termination Fee (“ETF”) charges from Ms***’s previous carrierOur records cannot confirm that Ms [redacted] submitted this documentationIn an effort to amicably resolve this matter, if Ms [redacted] can provide T-Mobile her final [redacted] bill with proof of the ETF charge, we will gladly process the verified charge as a bill credit on her T-Mobile billPlease be advised that she can email me at [redacted] or fax me at 505-998-with the above requested documentationThis offer will expire on November 15, 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, INCCesar [redacted] Executive Response