T-Mobile USA

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 30, 2016, regarding the above-referenced prepaid numberT-Mobile regrets any continued concerns that Ms [redacted] experienced regarding her refund and not receiving the refund card in a timely mannerT-Mobile records confirm that on November 24, 2015, T-Mobile approved for the refund in the amount of $and it was mailed to the address on fileRegretfully, as a result of an inadvertent error, the refund was processed and sent to a previous addressUpon speaking with Ms [redacted] , T-Mobile has confirmed the shipping address and has instructed that another refund card be sentPlease note that Ms [redacted] can expect her refund within the next seven to ten business daysT-Mobile regrets any inconvenience this may have causedBased 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

May 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 12, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Mr [redacted] regarding his handset and his experience in obtaining a replacement deviceUnder 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 damage We do regret if Mr [redacted] was advised that he wouldn’t qualify for Limited Warranty exchange because of the physical inspection of the equipment which led to him completing an insurance claim and the remittance of a $deductible Review of our records confirms that Mr [redacted] ’s insurance replacement was delivered on May 10, In an effort to amicably resolve this matter, T-Mobile has agreed to apply a bill credit to the account in the amount of $As such, the account reflects a credit balance $T-Mobile regrets any inconvenience 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

December 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, 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 December 12, 2017, regarding the above-referenced file number We regret any inconvenience Mr [redacted] has experienced recently regarding his newly purchased Apple iPhone XPlease note that Mobile Device Unlocks are available to T-Mobile customers who meet our eligibility requirementsT-Mobile records confirm that Mr [redacted] is not a T-Mobile customer, and the Apple iPhone X handset in question was not purchased from T-Mobile but rather [redacted] ***Pursuant to our policy customers are to have a current T-Mobile accountAs Mr [redacted] is not a T-Mobile customer, his initial requests were denied Nevertheless, upon speaking with Mr [redacted] on December 16, 2017, he was able to provide T-Mobile with the receipt for his purchase which displayed the IMEI for the Apple iPhone X, and as a gesture of good faith, T-Mobile unlocked the handsetT-Mobile also sent the instructions for backing up the iPhone X found at https://support.t-mobile.com/ [redacted] as well as instructions to master reset the handset found at https://support.t-mobile.com/ [redacted] T-Mobile regrets any inconvenience to Mr***T-Mobile regrets any inconvenience this may have caused 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 Thomas M [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 very much Sincerely, [redacted] ***

February 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 30, 2017, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets that Mr [redacted] had concerns with our previous resolution and we regret the typos in our previous response; we appreciate Mr [redacted] bringing that to our attention On February 16, 2017, T-Mobile approved a refund in the amount of $that will be sent to Mr [redacted] ’s address of record Mr [redacted] should allow up to ten business days for delivery of the refund Mr [redacted] ’s account remains closed with a zero balance 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

August 28, 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 15, 2017, regarding the above-referenced accountWe are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction We regret any inconvenience to Mr [redacted] regarding our handset promotions and we appreciate the opportunity to address his concernsPlease be advised that from November 24, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr***, who trada qualifying fully owned Apple, Samsung, or LG handset from any carrier With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] was eligible to receive the Apple iPhone handset, Apple iPhone Plus handset or Samsung Galaxy SEdge handset at no cost after traand monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment Please note that these requirements must be met throughout the term of the EIP T-Mobile records indicate on November 24, 2016, Mr [redacted] took advantage of our EIP program to purchase an Apple iPhone 32GB Black handset priced at $for the line of service with mobile number ending in *** Mr [redacted] traded in an Apple iPhone 16GB Black handset which according to the stipulation of the afore-mentioned offer, the price for the new Apple iPhone handset would be of $after traand monthly bill credits On December 16, 2016, a trade in credit of $was posted to Mr***’s account, however, due to an inadvertent error, the monthly credits did not impact Mr***’s account On March 28, 2017, T-Mobile applied four credits of $each on Mr***’s account to make up for the missing credits and from that point forward, Mr***’s account has received monthly credits of $on the 8th of the month As such, Mr***’s account is currently receiving the benefits of the promotion as stipulated On November 25, 2016, Mr [redacted] purchased an Apple iPhone Plus Jet Black 128GB handset priced at $for the line of service with mobile number ending in 4558, and traded in a Samsung Galaxy Shandset which according to the offer, Mr***’s new Apple iPhone Plus 128GB handset price would be $after traand monthly credits On December 22, 2016, the trade in credit of $was posted Mr***’s account and on January 4, 2017, the monthly credits of $began to apply to Mr***’s account At the end of the months, Mr***’s account would have received a total of $in credits, however this amount would be less of what the actual credit should be ($669.99) with the difference of $ In an effort to resolve this matter, on August 17, 2017, T-Mobile applied a credit of $to Mr***’s account to compensate for the difference Mr [redacted] is entitled to Additionally, Mr [redacted] purchased a Samsung Galaxy SEdge 32GB Blue handset priced at $for the line of service with mobile number ending in and traded in a Samsung Note handset which according the offer, the price for the new device would only be $after the creditsHowever, due an inadvertent error, Mr***’s device was not enrolled in the promotion until March 29, 2017, where four credits of $were posted to his account to make up for the missing credits and Mr***’s account has received the monthly credits since On April 14, 2017, Mr***’s account received the trade in credit of $ At the end of the months, Mr [redacted] would have received a total of $in credits which is still short $ As such, on August 17, 2017, T-Mobile applied a credit of $to Mr***’s account Mr [redacted] accepted the credits provided as resolution his concerns and his account remains active with a revised balance of $due on September 3, We regret any inconvenience to Mr [redacted] regarding this 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 Sal O [redacted] Executive Response

April 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washi**ton 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, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding his refundT-Mobile records indicate that on February 11, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone Pluses 128GBPlease note that our records show that Mr [redacted] then visited a T-Mobile retail store and paid the handsets in full On February 12, 2017, Mr [redacted] contacted T-Mobile Customer Care to request a Mobile Device UnlockMobile Device Unlock requests are approved for customers who meet the eligibility requirements; however, one of the eligibility requirements is it has to be days or more since the device was first usedTherefore, on February 18, 2017, Mr [redacted] returned the devices back to the point of purchaseAfter further research T-Mobile was able to confirm that Mr [redacted] was not refunded for the devices Furthermore, in an effort to amicably resolve this matter, on April 27, 2017, T-Mobile sent a prepaid refund card with the amount of $1,to Mr**’s address of recordMr [redacted] should expect receipt of the refund card within the next business daysMr [redacted] may contact Citibank at 1-800-522-to review status of the refund cardT-Mobile regrets any inconvenience this may have caused Mr** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bri**i [redacted] 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

November 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 25, 2016, regarding the above-referenced 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 her concerns within this letterT-Mobile regrets any inconvenience Ms [redacted] may have experiencedT-Mobile records indicate Ms [redacted] activated service on October 2, with the Simple Choice Family Match with 6GB rate plan for $for two lines of serviceAdditionally, Ms [redacted] qualified for, and took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of an Apple iPhone and a Samsung Galaxy Note handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsAt this time, Ms [redacted] was allowed to use the equipment to see if it met her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseFurther, at the time of her purchase, our records also indicate Ms [redacted] took advantage of our trade- in option with an LG Gand a Samsung Galaxy Note handsetMs [redacted] was offered a value of $for the traof the LG Ghandset, and $for the Galaxy Note handsetT-Mobile records confirm Ms [redacted] agreed to the Terms & Conditions of the offers, and elected to apply the travalues to the purchase of the two SIM Starter Kits, and applicable taxes for the Apple iPhone 6, and the Galaxy Note in the amount of $157.24, and a bill credit in the amount of $Unfortunately, T-Mobile records confirm that Ms [redacted] cancelled her two lines of service when she ported the numbers to another service provider on October 8, As of the date of this correspondence, T-Mobile records indicate Ms [redacted] has not returned the handsets purchased on October 2, 2016, and is responsible for the pending accelerated final chargesT-Mobile would like the opportunity to resolve this matter amicably with Ms [redacted] ; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matterT-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, INCRonnie A [redacted] Executive Response

November 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 November 13, 2015, 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] concerns within this letterWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with our Customer CarePlease 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 customersT-Mobile regrets any inconvenience Ms [redacted] has experienced regarding her accountThe arrangement to transfer the line of service was made directly with the other party’s new wireless service provider and not with T-MobileIn fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after the other party’s new wireless service provider took control of itAs long as the other party knows the account number and security on the account they are able to transfer their numbers to another providerIn an effort to amicably resolve this matter for Ms [redacted] , on November 9, 2015, T-Mobile applied a credit in the amount of $for one free month of serviceMs [redacted] account now reflects a remaining balance of $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, INCZachary S [redacted] Executive Response

October 5, 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 30, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms [redacted] , and that she has designated [redacted] as an authorized user of the accountWe are sorry to hear that Mr [redacted] had concerns with the billing of his Samsung Galaxy ShandsetOur records confirm that on August 23, 2016, Mr [redacted] elected to do a JUMP! On Demand (“JOD”) upgrade by trading in his Samsung Galaxy Shandset effectively closing out the lease, and starting a new lease on a Samsung Galaxy Note handsetPlease note that Mr [redacted] was shipped a Samsung Galaxy Note handset, and in the packaging was instructions on how to return the Samsung Galaxy Shandset to the retail storePlease be advised that we do not have record of Mr [redacted] returning the Samsung Galaxy ShandsetNevertheless, in an effort to amicably resolve this matter, on October 3, 2016, T-Mobile closed out the JOD lease for Mr [redacted] ’s Samsung Galaxy ShandsetT-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, INCTaylor B [redacted] Executive Response

March 30, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: Jodyann B [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 14, 2018, regarding the above-referenced account T-Mobile regrets that MsB [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however her newest correspondence provides no new information that would warrant reconsideration of our position regarding this matter.It is important to note that T-Mobile attempted to contact MsB [redacted] on three separate occasions prior to our response to your office dated March 26, We attempted to reach her on March 14, 2018, March 18, and March 19, 2018, and regret that we were unable to reach MsB [redacted] prior to sending our response to your office Nevertheless, upon speaking with MsB [redacted] on March 28, 2018, T-Mobile has confirmed she did receive our response to your office dated March 26, T-Mobile addressed MsB [redacted] ’s concerns with her rate planT-Mobile has offered to switch MsB [redacted] ’s account to a postpaid account in order to take advantage of the T-Mobile One rate plan However, MsB [redacted] declined to make any changes to her current rate plan and or account at this time as she did not want to go through a credit evaluation Should MsB [redacted] choose to convert her account to a postpaid account at a later time she may contact Customer Care hours a day days a week at 800-937-or by dialing from her T-Mobile handset T-Mobile regrets any inconvenience this matter may have caused MsB [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-ext341-8067.Very truly yours,T-MOBILE USA, INC.Sharon B***Executive Response

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, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] concerns within this letterT-Mobile records confirm that Mr [redacted] market was part of the Advanced Wireless Service (AWS) upgrade offerT-Mobile in effort to continually improve our network, is upgrading more of our network in several markets to reallocate our (AWS) spectrum to LTEThis impacts customers using (AWS) only devices, RSsignal boosters and Audi ConnectPlease note that customers with (AWS) only handsets, hotspots, signal boosters, and tablets, will only get 2G service for voice, text message (SMS), and data speeds unless they upgrade to devices with a minimum Band II support upgradeT-Mobile records indicate that Mr [redacted] contacted T-Mobile on July 3, and accepted the offer to upgrade to a Blackberry Classic deviceRegretfully the Blackberry Classic device was no longer available for replacementT-Mobile records confirm Mr [redacted] cancelled his account on July 6, when he ported his number to another service provider as the Blackberry Classic was no longer being offeredPlease note that customers are currently being offered for a limited time Loyalty upgrade offer to the following devices at no charge: • Alcatel OneTouch • Alcatel OneTouch Pop Tablet • T-Mobile 4G LTE Hotspot Z• 4G LTE Signal BoosterIf customers do not wish to upgrade to the free devices listed above, they have the option to receive $off another device if they upgrade using Equipment Installment PlanIn an effort to amicably resolve this matter T-Mobile has applied a credit of $for services utilized from May 23, to June 22, In addition T-Mobile will waive the final billing statement for the billing cycle of June 23, through July 22, that has yet to be generatedPlease note that as of the date of this letter Mr [redacted] T-Mobile account remains cancelled with a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCLuv V [redacted] Executive Response

August 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Ms [redacted] , we have resolved this matter to her satisfaction 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 T-Mobile regrets any concerns Ms [redacted] experienced regarding her T-Mobile accountT-Mobile records confirm that on July 5, 2017, Ms [redacted] ordered two Samsung Galaxy Sdevices under T-Mobile’s June Samsung Galaxy SBOGO offer for use on mobile numbers ending in [redacted] and ***Ms [redacted] purchased both of the Samsung Galaxy Sdevices at the time through our Equipment Installment Plan (“EIP”) program, wherein she was required to remit a down payment in the amount of $30.00, plus the taxes on the full retail price, and agreed to monthly installments in the amount of $From June 16, 2017, through July 13, 2017, customers, such as Ms [redacted] , who purchased a Samsung Galaxy Sor S8+, got another one for free through a prepaid MasterCard valued at $when adding a new line of service when both devices are purchased on an EIPAdditionally, customers taking part in the promotion must keep the additional line active, and customers that are not on an eligible Simple Choice rate plan will need to change to the T-Mobile ONE rate plan to be eligible T-Mobile records confirm that as a result of Ms [redacted] not being on an eligible rate plan, this deemed the account ineligible to receive the promotional offering On August 24, 2017, T-Mobile contacted Ms [redacted] to discuss her experiences, and explained how she can access future promotional offering requirements going forwardIn an effort to amicably resolve the matter, T-Mobile closed Ms [redacted] ’s installment plan that was initiated for the mobile number ending in [redacted] to avoid any future installments being billed to her for the equipmentMs [redacted] ’s next billing statement that will generate on or around September 17, 2017, will reflect a refund of two previously billed installments being credited Pursuant to our conversation, Ms [redacted] considers the matter resolved and has no further concernsT-Mobile regrets any inconvenience to Ms [redacted] , and we appreciate her business 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 Adrianne F [redacted] Executive Response

June 15, 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 2, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any inconvenience Mr [redacted] experienced regarding our Handset Exchange programT-Mobile records confirm that on November 2, 2012, Mr [redacted] purchased a Samsung Galaxy Sdevice on the phone line ending in ***By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceAs Mr [redacted] was subscribed to the optional Premium Handset Protection feature this warranty had been extendedDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of his 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 damage T-Mobile records confirm that on May 25, 2017, a Handset Exchange was filed and a Samsung Onwas sent to Mr [redacted] as an alternate equivalent deviceT-Mobile has no record of Samsung Galaxy Sdevice being offered to Mr [redacted] T-Mobile contacted Mr [redacted] on June 14, 2017, and in effort to amicably resolve this matter offered to provide Mr [redacted] with an upgrade of his choice at a discount pricePursuant to the phone conversation Mr [redacted] ordered a Samsung Galaxy SPlus device and T-Mobile agreed to adjust all charges for the equipment except for $this was equivalent to offering the new device to Mr [redacted] at half the retail costFollowing the phone conversation Mr [redacted] advised this matter has been resolvedT-Mobile regrets any inconvenience 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 Jamen F [redacted] Executive Response

May 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 14, regarding the above-referenced account T-Mobile is always working to improve its coverage, and we are sorry to hear that our service did not meet Mr***’s needs and that he has chosen another wireless service provider Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should expect good coverage As Mr [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day Additionally, T-Mobile records indicate that Mr [redacted] subscribed to our prepaid service which per the terms agreed to upon activation is non-refundable in all circumstances Thus Mr [redacted] would only receive credit for his returned equipment, assuming it was returned within the return period, upon cancellation However, in an effort to amicably resolve the matter, on May 17, 2017, T-Mobile issued a refund to Mr [redacted] for $in the form of a prepaid MasterCard The card will be produced and mailed by Citibank and Mr [redacted] should allow ten to fourteen days to receive the card at his address of record We regret 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 David T [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 10, 2017, regarding the above-referenced account T-Mobile is sorry to have lost Mr [redacted] as a customer and we regret hearing of his concerns with his account cancelation and his final account balance Please be assured that T-Mobile makes every effort to provide complete an accurate information to our customers We apologize if Mr [redacted] feels that this was not his experience A review of Mr [redacted] ’s account confirms that on June 21, 2017, Mr [redacted] contacted T-Mobile to discuss the cancelation of his account which was active with mobile number ending in Our records further confirm that on June 21, 2017, a port-our request was open to transferred Mr [redacted] ’s mobile number ending in to a different service provider It is important to note that in order for a port to be completed successfully, the mobile number in questions is required to be active, as such; once a port out request has been open, T-Mobile loses the availability to cancel the mobile numberPlease note that the arrangement to transfer the line of service was made directly with Ms [redacted] ’s new wireless service provider and not with T-Mobile Further review confirms that Mr [redacted] ’s new wireless service provider did not complete the port out for mobile number ending in As mobile number ending in was not transferred, it remained active on Mr [redacted] ’s account In reviewing our records, T-Mobile first received a request to cancel mobile number ending in service on August 3, 2017, when Mr [redacted] contacted T-Mobile Please be advised that Mr [redacted] last remitted payment to the account was on June 1, 2017, in the amount of $ This payment covered for his monthly service charges for the billing period from May 2, 2017, to June 1, Mr [redacted] ’s following billing statement dated June 2, 2017, reflected a balance in the amount of $which consisted of monthly service charges for the billing period from June 2, 2017, to July 1, The following billing statement dated July 2, 2017, reflected a balance in the amount of $from which $was past due and new charges in the amount of $for the billing period from July 2, 2017, to August 1, Due to non-payment, on July 12, 2017, T-Mobile suspended the account’s ability to place outbound calls Mr [redacted] ’s following billing statement dated August 2, 2017, reflected a balance in the amount of $from which $was past due and new charges in the amount of $for the billing period from August 2, 2017, to September 1, As previously mentioned, on August 3, 2017, Mr [redacted] contacted our Customer Care team and his account was canceled pursuant to his request At this time, Customer Care issued a bill credit in the amount of $which reactivated the account prior to the cancelation request was completedAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when the account was reactivated the account was assessed a $restore from suspension fee On August 8, 2017, our Customer Care team issued an additional bill credit in the amount of $96.98, for a total of $238.77, leaving the account with a credit balance of $ Mr [redacted] ’s final billing statement dated September 2, 2017, reflected new charges in the amount of $for a restore from suspension fee updating the account credit balance to $ Although this credit balance reflected on the account as a result of T-Mobile over crediting the account, on September 9, 2017, a refund in the form of a prepaid card in the amount of $was approved and mailed to Mr [redacted] Mr [redacted] should allow seven to ten business days for the refund to be delivered Mr [redacted] ’s account remains canceled and it reflects a zero balance T-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience to him 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

November 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Name: [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 22, 2016, regarding the above-referenced accountPlease note that Mr [redacted] is listed on the account as an Authorized User and is able to discuss account detailsT-Mobile is pleased to report we have successfully resolved Mr [redacted] ’ concerns to his satisfactionT-Mobile understands the importance of ensuring our customers’ account balances are accurate and we recognize the seriousness of Mr [redacted] ’ concernsPlease understand that T-Mobile Customer Care representatives are not required to provide their full names for privacy reasons and these representatives do not have direct extensions as they take inbound calls made to our standard customer service number in the order they are received It is important to note that, in T-Mobile’s Terms and Conditions, customers are advised they are required to notify us of any disputed account activity and associated charges within days of T-Mobile providing notice of the activityIf a customer does not report the dispute within that time frame, they waive their right to dispute all charges associated with the disputed account activityOur records indicate that the mobile number ending in [redacted] was added to the above referenced account on April 6, which is days after the account was activated thus the line appeared on the first billing statement issued on April 24, The account holder was required to notify T-Mobile no later than June 24, of the unauthorized account activity in order to have it resolved in a timely manner and avoid future disputesT-Mobile was not notified within this timeframe and the line remained active on the account beyond this dateOn July 24, 2016, a billing statement was issued that reflected international calling charges made by the mobile number ending in [redacted] that totaled $including tax and T-Mobile needed to be notified no later than August 24, if these charges were in disputeThe billing statement was paid in full on August 17, and these charges were not disputedOn August 24, 2016, a billing statement was issued that reflected international calling charges made by the [redacted] line totaling $8,including tax; T-Mobile was first notified these charges were in dispute on August 31, at which time the line was suspended from useOn the September 24, billing statement, international calling charges totaling $5,including tax were incurred for calls placed by the [redacted] line between August 24, and August 31, 2016, when the line was suspendedAs of September 24, 2016, the account reflected a total balance owed of $14,The excessive international calling charges were easily avoidable had T-Mobile been informed of the disputed line within the day timeframe provided by our Terms and ConditionsIt is therefore T-Mobile’s position that [redacted] is financially responsible for all charges billedNevertheless, in order to provide a truly un-carrier experience, T-Mobile has agreed to make a onetime exception and apply a credit totaling $13,to offset the international calling charges reflected on the August and September billing statementsAs of the date of this letter, the account reflects a credit balance of $which will be applied to future billing statements until fully depletedPlease note that T-Mobile does not report to any of the credit reporting agencies and, as the account is not listed under Mr [redacted] ’ name, his credit score will not be affectedMr [redacted] understands that T-Mobile must be immediately notified of any potential disputes otherwise [redacted] will remain financially responsible for any and all activity and charges associated with that disputeBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

March 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 March 10, 2016, regarding the above-referenced accountT-Mobile regrets any concerns to Ms [redacted] regarding her T-Mobile accountT-Mobile records confirm that on November 18, 2015, Ms [redacted] activated her T-Mobile account with her mobile number ending in ***Ms [redacted] subscribed to our Simple Choice North America rate plan for $per monthThis plan includes unlimited talk, text, and data with 4G/LTE speeds up to 2GB with no additional featuresMs [redacted] monthly access charges were $before applicable taxesOur records do not indicate that Ms [redacted] account participated in our MCSA corporate discount programThis is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveWe are sorry for any misinformation given to Ms [redacted] regarding our Advantage programMs [redacted] was mailed a summarized billing statement, which was mailed approximately three days after her billing close date on the 26th of every monthCustomers may request a detailed billing statement, which will show all data sessions with date/time stamps and breaks down the usage of megabytes for each session for an additional $per monthPlease note that Ms [redacted] can also view billing details using her self-service on MyT-Mobile.com or her MyT-Mobile.com account app from her handsetOn January 3, 2016, Ms [redacted] canceled her account when she transferred her mobile number to another service providerMs [redacted] final account balance was $25.15, which consisted of her prorated monthly access charges from December 27, 2015, through January 26, and applicable taxesIt is T-Mobile’s position that the balance is validHowever, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile applied a courtesy credit of $for Ms [redacted] final balanceMs [redacted] accepted the credit as a resolution to this matterAs of March 17, 2016, Ms [redacted] account remains canceled with a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLigia M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Firstly, regardless T-Mobile said that they tried to contact me, I never got any communication from them: not by email, not by standard mail and obviously never by phone calling since this was my very first complain, that I never got any kind of warning from such company previos to the cancellation of my accountAnd later, customer service told me that the only way to fix this situation was by sending a handwriting letter to T-mobile which as for today has never been responded Secondly, I contracted this T-mobile plan specificly because the UNLIMITED MOBILE-MOBILE plan to Venezuela which you can verify in their web page (screen shoot attached) Thirdly, when I first hired T-mobile services, the T-mobile representative told me and reassured me that with this plan I would be able to make phone calls to Venezuela as much as I wanted, as long as I wanted to talk, 24/because wheels is the meaning of the word UNLIMITEDI did read all their terms and conditions and there is no mention regarding to time usage of the service I hiredIf there is a LIMITED timing, then isn't "unlimited" as they had advertised and still advertised in both, web page and authorized sell shops Finally, every single call to Venezuela were strictly made to my family and few friends there, therefore, there is not any spam nor undesirable calling to anybody in Venezuela, as T-mobile had stated to suspend such service Sincerely, [redacted] ***

March 29, 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 21, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountMr***’s account activity indicates that he attempted to take advantage of the following promotions: • Pixel Promo; • Friends and Family lines On Us As can be expected, there are several eligibility requirements for each of the above promotions Starting October 28, and for a limited time only, customers who brought a Google Pixel handset to T-Mobile were able to get $in bill credits after registering online and subscribing to the T-Mobile ONE rate plan or an eligible unlimited data feature on qualifying Simple Choice rate plan Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us promotion to new or existing customers like Mr***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountSo long as Mr***’s account keeps the voice lines active, his additional two voice lines ending in [redacted] and 5670, which he is disputing, remain eligible for the free promotion Upon review of Mr***’s account, T-Mobile is able to confirm Mr [redacted] met the eligibility requirements of each promotion and has been successfully enrolled in to each promotion with credits reflected as recently as his billing statement dated March 8, In a gesture of goodwill however, T-Mobile offered an account credit of $which results in a credit balance of $Mr [redacted] accepted his offer as resolutionT-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 Kimo C [redacted] Executive Response