T-Mobile USA

Complaint: [redacted] I am rejecting this response because: According to my T-Mobile Purchase Contract, none of the disqualifying details or information appears anywhere on this Receipt/Contract Nor did any of the T-Mobile sales personnel mention anything about line cancellaitons However, today is my 30th day to resume my T-Mobile connection cancelled I will resume the cancelled connection today I am willing to pay for the time up to today, as long as I am reconnected with the promotional credits Attached are copies of my receipt/contract that has no information about cancellation of lines/promotional credit loss Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There were not several attempts to contact usAn email was sent and replied too and one voice message was left with the resolutionThere were no other emails or messagesThe amount sent to the collection agency was $not the $and some cents T Mobile creditedThe voice message that was left with resolution on 11-stated that the account is now a $balanceWe would like this confirmed in writing.Sincerely, [redacted] And [redacted]

Revdex.com: Although I was unhappy with the company's unwillingness to hold to their store managers comments and promises regarding the phones I understand that I willingly signed documents pertaining to the full purchase of the phones and am willing to accept my fault in the matterI was given a "final offer" so regretfully there is nothing more I can doThank you I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this acceptable to me given the circumstances Sincerely, [redacted]

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 22, 2015, regarding the above-referenced accountWe are pleased to report that the issue has been resolved to Mr [redacted] satisfactionWe truly apologize that Mr [redacted] experienced complications with the order that was processed on July 29, 2015, through our Handset Exchange Program for his Samsung Galaxy S With regard to Mr [redacted] handset, upon receipt we examined it and it was found to have sustained LCD damage, which is not covered under the Limited WarrantyAs such, Mr [redacted] was charged a $out-of-warranty fee plus $in taxesIt is T-Mobile’s position that the charges are validHowever on August 27, 2015, T-Mobile contacted MrJohnson, and offered to credit the $charge as a result of Mr [redacted] excellent history with T-MobileMr [redacted] accepted this offer as resolution to his concernsMr [redacted] T-Mobile billing statement after the credit reflected the balance of $265.10, for services rendered, applicable taxes and feesMr [redacted] may contact our Customer Care at [redacted] to make arrangement for payment or may remit payment to the address listed on his 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 [redacted] Very truly yours, T-MOBILE USA, INCCesar R [redacted] Executive Response

June 19, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] ToWhom It May Concern: T-MobileUSA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 15,2015, regarding the above-referenced accountPlease be advised that [redacted] is listed as an authorized user onthe above account T-Mobile made severalattempts to reach Ms [redacted] ; however, our attempts have provenunsuccessful We will attempt to addressMs [redacted] ’ concerns with this letter T-Mobile records reflect thaton September 15, 2002, the above account was set up on EasyPay which automaticallydeducts the balance owed to the account up to three days prior to the bill duedate using a stored credit card, debit card or checking account supplied by thecustomer On July3, 2011, Mr [redacted] changed his rate plan to the Classic Family promotional rate plan, whichwas a promotional rate plan that required a 24-month contract agreement foreach line being changed to this rate plan; therefore, the contracts on mobilenumbers ending in [redacted] and [redacted] were extended through July 3, Additionally, on July 3, 2013, a handsetupgrade was completed for mobile number ending in ***, which Mr [redacted] wasgiven the option of receiving a discount on the new handset purchase with a24-month annual agreement or the ability to purchase the handset at full retailprice, with no contract extension Mr [redacted] chose to receive the handset at a discounted cost to him, and he agreed tomaintain active voice service for 24-monthsT-Mobilerecords confirm that the account was canceled on May 25, 2013, when Mr [redacted] ported his mobile numbers to another service provider Pursuant toT-Mobile policy, customers may be billed through the end of their currentbilling cycle if they cancel their service mid-cycle Please be advisedMr [redacted] ’ billing cycle ran from the 20th of one month to the 19thof the following month Accordingly, the June 19, 2013, billing statementwas billed for monthly recurring charges through June 19, 2013, two proratedearly termination fees of $50.00, and applicable taxes and totaled $ It is T-Mobile’s positon that these chargesare considered valid In accordance with the termsof EasyPay, on July, 10, 2013,T-Mobile debited $250.48, which included monthly recurring charges, a $50.00prorated early termination fee, and applicable taxes dating to the March 2012billing statement T-Mobile recordsreflect that on August 20, 2013, the $payment was disputed and returnedto the payment method of which it was paid through, bringing the account to apast due balance of $On June 1, 2013, the accountwas turned over to a third party collection agency with the past due balance of$and collection fees totaling $were applied to the past duebalance, bringing the balance owed to $As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on June 17, 2015, T-Mobileissued a courtesy credit to the account in the amount of $250.48, whichincludes the monthly recurring charges, the two prorated early terminationfees, and applicable taxes billed on the June billing statement Additionally, T-Mobile instructed the thirdparty collection agency assigned to remove the collection fees assessed andremove the account from collectionsPlease note that it may take up to days for Mr [redacted] credit file toreflect the changes Unfortunately, cancelledsubscribers cannot view their account at My T-Mobile.com as the login isassociated to the mobile; therefore, this cancelled access to theMyT-Mobile.com for mobile number ending in [redacted] and *** T-Mobile regrets any inconvenience to Ms[redacted] and Mr [redacted] Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closedThankyou for bringing this matter to our attentionShould you have any further questions, please feel free to contact me atthe address below or [redacted] Verytruly yours, T-MOBILEUSA, INC [redacted] ***ExecutiveResponse

I accept T-Mobile response Thank you, [redacted] Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

October 31, 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 Account 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 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 accountWe regret any concerns Ms [redacted] has regarding her Apple iPhone Plus handsetOn October 2, 2016, T-Mobile records reflect that Ms [redacted] purchased an Apple iPhone Plus gigabyte (“GB”) Rose GoldBy purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device 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 damageIn order to amicably resolve Ms [redacted] ’s concerns we have agreed to send her a new Apple iPhone Plus handset and Ms [redacted] will be required to return her handset to our Executive Office to complete the exchange within 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, INCChristopher P [redacted] Executive Response

February 11, 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 30, 2016, regarding the above-referenced accountWe regret any concerns Ms [redacted] has experienced regarding past due notificationsIf the account is past due, T-Mobile will contact the customer to advise of the past due balance and of the possibility of further collection activityAccording to our records, on November 11, 2015, Ms [redacted] purchased an iPhone 6s handset though our Equipment Installment Plan ("EIP") programIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseMs [redacted] cancelled her account, on November 29, 2015, when she transferred her mobile number to another service providerAt that time, the remaining EIP balance of $was accelerated towards Ms [redacted] ’s billing statement dated December 29, According to our records, on January 2, 2016, a payment of $posted towards Ms [redacted] ’s account reducing the balance to $Ms [redacted] ’s account remains closed with an outstanding balance of $It is T-Mobile’s position that this balance is valid and owedPlease be advised that Ms [redacted] ’s account has not been transferred to an outside collection agencyIt is important to note that T-Mobile does not report accounts to credit bureausTherefore, unless the account is forwarded to a third-party collection agency, Ms [redacted] ’s credit should not be affected by this accountIn an effort to amicably resolve the matter, on February 3, 2016, T-Mobile placed a collection hold on Ms [redacted] ’s account to prevent collection activity through March 4, Please be advised that on March 4, 2016, if unpaid, regular collection activity will resume on Ms [redacted] ’s accountMs [redacted] may contact Customer Care at 1-800-937-in order to make payment arrangementsT-Mobile regrets any inconvenience to Ms [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, INCBrandon M [redacted] Executive Response

June 22, 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 10, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letter T-Mobile regrets any inconvenience to Ms [redacted] regarding her orderT-Mobile records indicate that on June 8, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SPlus deviceRegretfully, due to an inadvertent error, the handset was shipped to a no longer valid addressHowever, as of the date of this letter, UPS has returned the device back to T-Mobile Should Ms [redacted] remain interested in the purchase of a device, she may contact me directly to the phone number below or contact Customer Care at 1-800-937-for further assistance with the order of a new device 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 Ms [redacted] ’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

August 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 9, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding an unexpected chargeT-Mobile records indicate on July 9, 2017, Mr [redacted] ’ visited www.t-mobile.com and created and accepted a payment arrangement that was scheduled for two separate payments: Mr [redacted] ’ indicated he would pay $on July 14, 2017, and $on July 28, The first payment in the amount of $processed July 14, 2017, as scheduledThe second payment did not process until July 29, however two payments in the amounts of $were billed to Mr [redacted] ’ checking accountT-Mobile systems identified the duplicate charge and immediately began the process of issuing a refund which may take up to three business days to be received Upon speaking with Mr [redacted] ’ on August 14, 2017, T-Mobile offered an adjustment in the amount of $which Mr [redacted] declined stating the financial loss was greater than the amount offeredT-Mobile requested a copy of Mr [redacted] ’ bank statements to confirm the amount he was billed in overdraft fees as a result of the duplicate chargeMr [redacted] indicated he provided documentation to our Social Media Team on August 12, In review of the documentation provided to our Social Media Team, T-Mobile confirmed Mr [redacted] was billed two overdraft fees in the amount of $each On August 15, 2017, T-Mobile again extended the offer of an adjustment in the amount of $which Mr [redacted] accepted as resolution to his concernsThe adjustment impacted the account balance at that time in the amount of $for monthly access charges, EIP charges, third party download charges and fees and taxes for the billing period from July 17, 2017, through August 16, T-Mobile regrets any inconvenience this 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 Jennifer G [redacted] Executive Response

October 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 September 18, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] experienced regarding his new device Our records indicate Mr [redacted] processed a JUMP! upgrade on August 26, 2017, from an LG Vhandset to an LG Vhandset, as he subscribes to the JUMP! feature The 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 device On September 8, 2017, Mr [redacted] contacted T-Mobile explaining that he was unable to utilize the group message feature on his deviceAt that time, we completed troubleshooting to determine the root cause for Mr [redacted] ’s device issue This resulted in an escalation to T-Mobile’s Engineering Team On September 18, 2017, Our Engineering Team requested Mr [redacted] test his SIM card in a known working device to rule out his LG Vhandset as the issue Regrettably, Mr [redacted] declined our efforts Should Mr [redacted] require additional assistance regarding this matter, he may contact us at the number listed below, or our Customer Care at 800-937-at his convenience We regret any inconvenience this matter may have caused 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 Mathew G [redacted] Executive Response Tell us why here

July 5, 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 Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 25, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] * [redacted] , and that she has designated [redacted] as an authorized user of the accountWe regret any inconvenience experienced by Mr [redacted] regarding the LG GhandsetAs Mr [redacted] mentions in his correspondence, some LG Gdevices reflected a known issue for boot loop under which certain LG Gdevices repeatedly displayed the LG logo screen when turned on, would not startup to the home screen and would remain stuck in a boot loopIt is important to note that LG Electronics has been made aware of the booting issue with some LG Gsmartphones and the issue has been identified as resulting from a loose contact between componentsPlease be advised 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 ProgramUnder 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 damageT-Mobile records indicate that on June 15, 2016, Mr [redacted] participated in T-Mobile’s Limited in store piWarranty Exchange for replacement of the LG GhandsetRegrettably, Mr [redacted] did not complete the in-store pick of the replacement handset within the allotted pitimeframe and the warranty exchange expiredFollowing, on June 17, 2016, an additional in store piWarranty Exchange was processed for replacement of the LG Ghandset which was properly completed on June 24, Next, on June 21, 2016, an in store piWarranty Exchange was again processed for replacement of the LG Ghandset; yet, the replacement handset was not pickwithin the required timeframe and again the warranty exchange expiredLastly, on June 23, 2016, an additional in store piWarranty Exchange was processed for replacement of the LG GhandsetHowever, at this time, the LG Ghandset was on backorder therefore the replacement handset was not available for immediate exchangeAs a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, upon speaking with Mr [redacted] on July 1, 2016, T-Mobile agreed to mail him a Samsung Galaxy S32GB Gold handset as replacement for the LG GhandsetIn exchange, Mr [redacted] is required to return the LG Ghandset with IMEI number [redacted] to T-Mobile in like-new condition free from any physical or liquid damageMr [redacted] may return the equipment directly to my attention within days of the date of this letter to the following address: Executive Response Attention: Aika A [redacted] Menaul BlvdNE Albuquerque, NM Additionally, on July 1, 2016, a onetime courtesy credit of $was applied to cover any return shipping expenses was posted to the account, leaving the account with a remaining balance of $for the monthly recurring charges billed from May 9, to June 8, We certainly regret any inconvenience to Mr [redacted] and appreciate his willingness to resolve 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, INCAika A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: there has been another recall on ALL Note new and replacedWas advised to immediately shut down phones and return to a local tmobile storeIn doing so, I was told by the store representative named Noe as well as a customer care representive from a call center to be told that I not only have to pay taxes but another own paymentSituation is now worse than before and I can't use my phone Sincerely, [redacted] ***- [redacted]

July 14, 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 7, 2016, regarding the above-referenced accountT-Mobile is sorry to lose Ms [redacted] as a customer and we regret hearing of her concerns with her accounts final balance and collection statusT-Mobile records confirm that Ms [redacted] canceled her T-Mobile account on April 29, 2016, when she ported her mobile number ending in [redacted] to a different service providerMs [redacted] ’s billing cycle run from the 27th of one month to the 26th of the following month; in addition, Ms [redacted] ’s account was billed in arrearsPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through May 26, In regards to Ms [redacted] ’s concerns with her monthly estimated service charges after the cancelation of one of her mobile numbers, records further confirm that Ms [redacted] had two active lines of service, mobile number ending in [redacted] and mobile number ending in [redacted] that was canceled on April 7, 2016, pursuant to her requestIt is important to note that Ms [redacted] ’s account was subscribed to T-Mobile’s Family Select Choice Unlimited Talk and Text rate plan for $for the first two linesPlease note that this was an exclusive highly discounted grandfathered promotional rate planT-Mobile’s individual rate plan will start at $per month for Unlimited Talk, Text and 2GB of data; as such, changing Ms [redacted] ’s rate plan to an individual plan would not have reduced her monthly service chargesRecords confirm that Ms [redacted] last remitted payment to T-Mobile on April 7, 2016, in the amount of $which was applied toward her monthly service charges for the billing period from January 26, 2016, through February 26, In reviewing Ms [redacted] ’s most recent billing statements our records confirm that Ms [redacted] ’s billing statement dated April 27, 2016, reflected a balance in the amount of $129.46, which consisted of monthly service charges for the billing periods from February 27, 2016, through April 26, Ms [redacted] ’s final billing statement dated May 27, 2016, reflected a balance in the amount of $which consisted of a past due balance in the amount of $129.46, and new service charges for the billing period from April 27, 2016, through May 26, Due to non-payment, on June 30, 2016, Ms [redacted] ’s account was transferred to third party collection agency Convergent Outsourcing Incto attempt to collect the past due balance and a collection fee in the amount of $was assessed to the account updating the account balance to $In an effort to amicably resolve this matter, on July 13, 2016, T-Mobile issued a credit to the account in the amount of $leaving the account with a zero balanceIn addition, as an additional courtesy, 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 regarding this debtPlease note that it may take up to days for Ms [redacted] credit report to reflect the changeT-Mobile regrets any inconvenience to Ms [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, INCMaggie R [redacted] Executive Response

April 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 April 17, 2018, regarding the above-referenced account T-Mobile regrets any ongoing concerns Mr [redacted] has regarding the taxes charged and the processing time prior to his handset order being shipped to himWe appreciate the opportunity to address Mr [redacted] ’s concernsPlease be advised that T-Mobile has addressed Mr [redacted] ’s concerns regarding the account and your file number on April 6, 2018, and April 13, It is T-Mobile’s position that the appropriate taxes were charged for Mr [redacted] ’s order number 7103082156, which was shipped to the address listed below at the request of Mr [redacted] [redacted] 42nd DrSE Bothell, WA 98012- Please note that Mr [redacted] initiated the handset orders on March 9, 2018, online at www.T-Mobile.com and selected ground shipping which may take up to ten business days to be received once shippedDue to system limitation, T-Mobile is unable to change the shipping options once an order is placed Please be advised that handsets are shipped based on available inventory and the shipping type selected at the time of orderIt should be noted that at the time of Mr [redacted] ’s order he was provided an estimated shipping time frame between March 9, 2018, and March 12, 2018, for departure from T-Mobile’s warehousePlease note that estimated departure dates may be altered at any time, at which point the customer will receive notificationRegrettably, due to inventory constraints, Mr [redacted] ’s order for each of the LG Vhandsets departed from our warehouse on March 22, 2018, and was delivered on March 26, 2018, which is within the allotted ground shipping timeframe Nevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve his concerns, on April 23, 2018, T-Mobile offered to apply a one-time courtesy account credit in the amount of $Please be advised that Mr [redacted] respectfully declined this offerShould Mr [redacted] choose to accept this offer, he may contact our office at the number listed below no later than May 7, 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 [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext341- Very truly yours, T-MOBILE USA, INC Carlos [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: As you had said the UPS lost the device which I paid for them in full in the amount as follow: 1- I paid $for deposit + $paid off the device + $for the installment of those lost phone in my first bill that equal to $ 2- I paid in full the second phone bill for the period from Feb - Mar 01-for the amount of $However, there is an insufficient fund charged $that include with the bill The amount of number + which I paid already totaling is $ The amount you credit my account for the lost phone from UPS is $1, Therefore the short money to me is $- $1,= (- $214.29) And yet my current account is till (- $2.28) I'm not sure why I have a -$instead of +$? If you would and could do some research on your end and see why there is the discrepancies between what I had already paid to T-Mobile for the lost phone from UPS, and the amount you had credit back my account for the lost phone I would be appreciated I'm waiting to hear the result from you Thank you kindly for your time and help in this matter It was a nightmare for me in the first month about these lost phone in shipping Sincerely, [redacted]

A few hours after I submitted my complaint the phone became unlocked I have not been contacted by T-mobile yet though I am considering the complaint resolved and thank T-Mobile for their prompt action

July 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced accountWe are glad to report to your office that upon speaking with Ms [redacted] , she confirmed that her concerns have been resolved to her satisfaction T-Mobile appreciates the opportunity to respond to Ms [redacted] ’s concerns related to the Apple Black Friday promotionPlease be assured that we strive to provide complete and accurate information to our customersWe apologize if Ms [redacted] feels that this was not her experience From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers like Ms [redacted] , who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms [redacted] was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus highly discounted or at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installmentPlease note that these requirements must be met throughout the term of the EIP T-Mobile records confirm that on November 25, 2016, Ms [redacted] purchased an iPhone device with 32GB of memory under her mobile number ending in Ms [redacted] tradher fully owned iPhone 6s device and accepted a tracredit in the amount of $If eligible for the promotion, Ms [redacted] would have received a maximum of $between traand promotional bill creditsIn reviewing Ms [redacted] ’s account, our records confirm that the account was subscribed to T-Mobile’s Simple Choice North America, Unlimited Talk, and Text with 10GB of data per line rate planAs Ms [redacted] ’s mobile number ending in was not subscribed to Unlimited Data as required by the promotion guidelines, she did not meet the eligibility requirements for the promotion On June 20, 2017, in an effort to resolve Ms [redacted] ’s concerns, Customer Care issued a onetime bill credit to Ms [redacted] ’s account in the amount of $for the disputed monthly equipment charges assessed to her account On June 28, 2017, T-Mobile contacted Ms [redacted] to discuss her concerns and the information mentioned aboveAt that time, Ms [redacted] ’s remaining equipment balance for her new iPhone with 32GB of memory device was $Considering the $tracredit and $bill credit provided by Customer Care, if eligible for the promotion, there would be a remaining equipment balance of $that would need to be creditedIn an effort to amicably resolve this matter, on June 28, 2017, T-Mobile closed the EIP associated with Ms [redacted] ’s iPhone device, which she accepted as resolution to her concernsT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Maggie R [redacted] Executive Response

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 25, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any frustration Mr [redacted] encountered with his final balanceAs Mr [redacted] mentions in his correspondence, he canceled his account on September 30, 2015, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 10th of one month to the 9th of the following monthAs noted in our policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through October 9, As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $to bring his outstanding balance to zeroMr [redacted] ’s account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] *** [redacted] Very truly yours, T-MOBILE USA, INCBrian W [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 me THANK-YOU!!! Sincerely, [redacted]