T-Mobile USA

October 24, 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 14, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Ms [redacted] ’s concerns have been resolved to her satisfactionT-Mobile regrets that Ms [redacted] has had past issues with T-Mobile and that she is currently experiencing issues with her Samsung Galaxy Note Edge deviceT-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy Note Edge handset on May 27, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) featureDuring 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 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 damageOn September 9, 2016, Ms [redacted] contacted T-Mobile as she was experiencing issues with her Samsung Galaxy Note EdgeT-Mobile processed a handset exchange after troubleshooting the handsetUnfortunately, Ms [redacted] ’s specific device, the Samsung Galaxy Note Edge was not available at the time of the exchange, so T-Mobile sent Ms [redacted] a comparable device, which was the Samsung Galaxy Note deviceOn September 20, 2016, Ms [redacted] contacted T-Mobile’s Customer Care after receiving the Samsung Galaxy Note to report that she would rather T-Mobile send her the same make and model she initially hadT-Mobile processed another handset exchange for the Samsung Galaxy Edge device, however another Samsung Galaxy Note was sent to Ms [redacted] , based off of availabilityPlease 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 contacts with our Customer Care teamMs [redacted] references in her correspondence that she had multiple billing issues with T-MobileT-Mobile’s Executive Office was able to determine that the billing issues Ms [redacted] was experiencing were with regarding the mobile number ending in Ms [redacted] advised that this mobile number was not to be active on her account and she requested all charges associated with the mobile number to be removedOur records reflect that the mobile number ending in [redacted] was activated on September 19, In an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile’s Executive Office has cancelled the mobile number ending in 9734, effective immediately, adjusting all charges associated with the mobile number which totaled $In addition, T-Mobile has agreed to send Ms [redacted] a Samsung Galaxy Note Edge device directly from our office in exchange for the non-working Samsung Galaxy Note Edge which is to be returned to our officeMs [redacted] has been instructed to return her non-working handset directly to my attention at: Executive Response Attention: Lupe C [redacted] Menaul BlvdNE Albuquerque, NM Finally, as Ms [redacted] was experiencing issues with receiving her Samsung Galaxy Note Edge and with her billing, T-Mobile has offered to adjust Ms [redacted] ’s past due account balance which totaled $This credit has updated the account balance to $288.09, which is due on November 3, Ms [redacted] has accepted this as a resolution to all concerns referenced in her correspondenceT-Mobile regrets any inconvenience caused 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, INCLupe C [redacted] Executive Response

December 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 30, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that Mr [redacted] canceled his account on September 23, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 23rd of one month to the 22nd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their account during their billing periodAccordingly, Mr [redacted] was billed through October 22, Our records show that Mr [redacted] ’s final billing statement was from September 23, 2017, through October 22, 2017, in the amount of $due November 15, This balance includes monthly access charges, taxes and applicable feesIn an effort to amicably resolve this matter, on December 4, 2017, T-Mobile credited $leaving the account with a zero balanceMr [redacted] has accepted out offerPlease be advised that the 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

August 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] ***- [redacted] T-Mobile Account Holder: [redacted] 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, 2015, regarding the above-referenced accountT-Mobile takes customer account security very seriously; please be advised that upon verification of the account, it was determine that Ms [redacted] ***- [redacted] and Ms [redacted] are the same personT-Mobile is pleased to report that we have resolved Ms***’s concerns to her satisfactionT-Mobile regrets any inconvenience to Ms***’s mobile internet mobile number while traveling and billing during her tenure as a customerWe are always working to improve service and while we cannot guarantee data speeds or coverage which may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell siteT-Mobile records confirm that on September 23, 2014, Ms [redacted] activated a Mobile Broadband internet line ending in ***, which is currently activeMs [redacted] is subscribed to our Simple Choice Match Your Data rate plan for $per monthThis rate plan provides unlimited data with 4G speeds up to 1GBIf a customer no longer intends to keep a Voice line, the 4G data speeds available will be 1GBAt the time of activation of Ms***’s Mobile Broadband mobile number, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Hotspot LTEEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on Ms***’s personal credit history at the time of her purchase, Ms [redacted] was not required to make a down payment; however she agreed to a series of monthly installments in the amount of $As of August 26, 2015, Ms***’s remaining EIP balance is $However, in an effort to amicably resolve this matter, on August 26, 2015, upon speaking with Ms***, she accepted the option to return the equipment to my attention in like-new condition and T-Mobile agrees to remove the monthly charges and final EIP balanceThe equipment can be mailed to me at the following address: T-Mobile USA, IncAttn: Leah T [redacted] c/o Executive Response P.OBox [redacted] Albuquerque, NM T-Mobile recommends that Ms [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include her account information within the box to ensure proper creditIf the equipment has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms [redacted] and the EIP balance will then be considered validIt is important to note, Ms [redacted] must have the equipment post marked for return no later than September 26, Should Ms [redacted] fail to meet this date the offer shall be considered void and charges will be considered validT-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 [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

June 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding the processing time of the refundT-Mobile records show that on June 9, 2017, Mr [redacted] made a payment in the amount of $That same day, Mr [redacted] contacted T-Mobile to request that we refund $of the payment, as he only intended to make a partial payment of $Our records indicate that multiple refund requests for the full amount of the payment were completedIt is important to note that although Customer Care has the ability to submit a refund request for a customer, the refund request must meet all eligibility requirements prior to approval Upon speaking to Ms [redacted] , an escalated request was filed for the partial refund and Mr [redacted] was advised the refund would be processed within one to three business daysThe refund was approved and confirmed with Mr [redacted] that the funds were receivedT-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-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: T-Mobile isn't trying to resolve my issueEven with the FCC auction concluding, they have no plans to better the coverage in WisconsinI'm not asking for new towers right now, I'm asking if T-Mobile will ever add new frequencies in my area in the near futureThank you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Because even though according to tmobile they bave taken better precautions in securing my account they lied to me when contacting me over the matter The gentleman I had spoken with said nobody had spoken to anyone on the day in question and that they only sent text to my phone when the lady I spoken with originally had told me exactly what number the text with the pin number was sent to and exactly what was said over the phoneShe had stated that they had spoken with me reguarding insurance on my phone lines when they did not speak to me at allI, as the account holder, know tnat there is no insurance on any of my phone linesSo how can there be different sides as to what happened? I have lost all trust in tmobile and was not only mad they allowed someone to have access to my account but now that the man I had spoken with didnt take my complaint seriously but he lied to me about what had taken placeThe lady would not have told the previous days conversation and then once I complained there is no recorded of the conversation anymoreI just really want to come to an agreement to get out of my contract with tmobileIve been a loyal 10+ yr customer & I just dont want to do business where my account isnt secured & I am liedTmobile has lost all of my trust Sincerely, [redacted] ***

October 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 8, 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 letter and will forward a copy to Ms [redacted] T-Mobile records indicate that on December 1, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone PlusEIP 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 installmentsBy purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms [redacted] ’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) featureDuring 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 damageT-Mobile records confirm that on March 5, 2015, a replacement handset was sent to Ms [redacted] We regret hearing that Ms [redacted] is having difficulties with her replacement handsetT-Mobile would like the opportunity to have Ms [redacted] ’s handset replacedT-Mobile requests that Ms [redacted] contact us at the number listed below to discuss this matter furtherBased 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

Complaint: [redacted] I am rejecting this response due to the same reasons listed in all my previous correspondences T-Mobile owes me money, I am not going to pay T-Mobile and sanctions need to be brought against this unethical organization and their illegal activities against consumers Sincerely, [redacted]

June 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 June 5, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to his monthly billing statements and any unauthorized lines on his accountMr [redacted] ’s March 23, 2016, billing statement reflected a balance of $which included a past due balance of $and current charges of $After tax adjustments of $the balance was reduced to $This balance remained unpaid and such the account was canceled for non-payment on April 4, If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementAccordingly Mr [redacted] ’s EIP charges were accelerated and applied to the April 24, 2016, billing which reflected a balance of $The following is a breakdown of the charges on the final billing statement: • $for Sony Xperia Z• $for LG VG Pad • $for Alcatel OneTouch Evolve • $Late Payment Fee After adjustments, the balance of the April 24, 2016, billing statement was reduced to $389.70; when combined with the past due balance of $568.39, Mr [redacted] ’s total balance due was updated to $On April 24, 2016, we received a payment of $for the past due balance, reducing the balance to $After minor tax adjustment this amount was reduced to $The account was resumed from cancellation on April 24, 2016, at Mr [redacted] ’s requestThe May 23, 2016, billing statement reflected a balance of $which was for pro-rated charges for the billing cycle of April 24, through May 22, 2016, as well as full monthly recurring charges for the upcoming billing cycle of May 23, through June 22, 2016, and EIP charges for the three devicesHowever, as the account was resumed from cancelation, the accelerated EIP charges were reversed and placed back into the previously accepted EIP agreement, updating the account to a credit balance of $Please be advised that Mr [redacted] ’s EIP will continue to be charged to his monthly billing statementApplied to the unpaid balance of $the current balance due is now $However, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter we offered to credit half of the above amount at $Mr [redacted] accepted this offer and stated he was satisfied with our resolutionThis reduced his current balance to $as of June 9, With regard to Mr [redacted] ’s additional line concerns, T-Mobile records confirm that a new line ending in was activated on May 27, This appears to be an inadvertent error as there is no usage on the lineWhen speaking to Mr [redacted] on June 9, 2016, we offered to cancel the newly activated line, and credit any additional charges and correct his rate planMr [redacted] accepted this offer therefore we changed his plan back to the $Simple Choice North America Unlimited Talk, Text and Data, and a data plan of $Simple Choice Unlimited and 14GB HotSpot with unRadioT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his businessBased 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, INCDaniel R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because I want to see the right amount of charges within a two month period, by JulyIt is not the first time they say they are going to do something and does not go through completelyI don't want to be surprised with anymore of their extra feesMy balance at this time is $I do not understand whyMy account it state it is $and $How come because it should not be that expensive? I'm not in a lease, to pay so muchI suppose to pay the phones within a month periodI suppose to pay less than $for each phone.Besides, if Tmobile are paying off the phones why am I charged over a $per month? Sincerely, [redacted]

July 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 July 16, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced in regards to his final billing statementOur records indicate that Mr [redacted] activated his account on June 9, At that time Mr [redacted] remitted a payment in the amount of $for the SIM Starter Kits and taxes on the devices placed on an Equipment Installment Plans (“EIP”)Regrettably, Mr [redacted] cancelled his service on June 22, 2016, due to coverage concernsPlease note that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comAs stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $(e.gbasic phone devices, data sticks, etc.)Based upon the above, it is our position that the restocking fee assessed when Mr [redacted] returned his device on June 22, is validWe respectfully decline to issue a refund for this feeMr [redacted] ’s billing statement dated June 10, 2016, totaled $which included monthly recurring charges plus applicable taxes and fees, and EIP chargesPayment was not remitted for this amountMr [redacted] ’s final billing statement dated July 10, 2016, totaled $ which included a past due amount of $110.51, monthly recurring charges, EIP charges, international dialing charges, plus applicable taxes and feesOn July 19, 2016, we spoke with Mr [redacted] and as a courtesy to him, and in an effort to amicably resolve this matter, we offered to waive all but the international charges plus tax, leaving a balance of $Mr [redacted] accepted this offer and remitted a payment of $leaving a balance of $110.51, which we then credited leaving the account closed with a zero balanceT-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, INCDaniel R [redacted] Executive Response

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Account NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced prepaid numberWe are pleased to inform you that T-Mobile has addressed Mr [redacted] ’s concerns to his satisfactionT-Mobile regrets any confusion regarding taxes and surcharges on Mr [redacted] ’s prepaid accountAfter review, T-Mobile discovered that as of January 1, 2016, New Hampshire prepaid customers are subject to an Esurcharge for $per line of service per monthAn Esurcharge is a local surcharge for the implementation and support of emergency phone services producing radio communications access lines (radio equipment and assigning customer identification numbers used to connect a mobile or fixed radio to a communications service provider's network for two-way interactive voice)This is a local fee that we collect on behalf of the local governmentPlease note, all prepaid telecommunications services and wireless telephones are subject to a prepaid wireless Emergency-surcharge (also known as prepaid E-surcharge)This fee is imposed by various states and T-Mobile will collect it on their behalfShould Mr [redacted] have questions on this surcharge fee, T-Mobile suggests him to contact his local state Department of Revenue or Office of TaxT-Mobile records indicate on May 7, 2016, Mr [redacted] discontinued the automatic payment option on his prepaid accountHowever the additional $surcharge will continue to be billed to Mr [redacted] regardlessShould he wish to reenroll in our convenient automatic payment option, he may do so by dialing [redacted] from his prepaid deviceNonetheless, in an effort to resolve Mr [redacted] ’s concerns amicably, on June 3, T-Mobile applied a credit in the amount of $to his prepaid account as he was requestingMr [redacted] accepted the one-time credit as resolution to his concernsBased 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, INCSal O [redacted] Executive Response

June 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 May 28, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channelsWe are sorry to hear of Mr [redacted] ’s concerns regarding the iPhone handset order and its associated Equipment Installment Plan (“EIP”)Our records confirm that on August 5, 2015, Mr [redacted] took advantage of our EIP offering with the purchase of one Certified Pre-Owned iPhone 5s handset with IMEI number [redacted] under the mobile number ending in for the retail price of $via www.T-Mobile.comOur records further confirm that on August 7, 2015, Mr [redacted] reported the above mentioned handset defective and on August 7, 2015, a new equipment order was completed for an additional Certified Pre-Owned iPhone 5s handsetRegrettably, due to an inadvertent error, the returned defective Certified Pre-Owned iPhone 5s handset was not confirmed as returned to T-Mobile; therefore, the EIP associated to the handset remained activeWe regret any inconvenience to Mr [redacted] Upon receipt of Mr [redacted] ’s correspondence from your office, T-Mobile reviewed the order of the Certified Pre-Owned iPhone 5s handset with IMEI number [redacted] and we found that on August 25, 2015, the handset was successfully returned to T-MobileAs such, on May 30, 2016, a credit of $for all nine EIP monthly installments billed for the returned handset was issued to Mr [redacted] ’s account, leaving the account with 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***-***Very truly yours, T-MOBILE USA, INCAika A [redacted] Executive Response

Hello, Complaint # [redacted] has been resolved Thank you - [redacted] ***

April 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 April 5, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Ms***’s concerns related to the billing on her T-Mobile accountOur records reflect that November 21, 2016, Ms [redacted] placed an order for two System Identifying Module (“SIM”) cards for two new lines of service in order to attempt to take advantage of our Friends and Family Lines On Us promotion Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family Lines On Us to new or existing customers like Ms***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account Our records reflect that as Ms [redacted] is currently on a promotional $4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the Friends and Family Lines on Us promotion as she is already receiving one line of free which is built into her existing rate planAs such, on March 1, 2017, Ms***’s number ending [redacted] was enrolled in the promotionWe apologize for the inconveniences this has caused Ms*** Our records further reflect that on March 4, 2017, Ms [redacted] added a new line of service with mobile number ending [redacted] during our Free Add-A-Line: This One’s On Us! promotionStarting March 1, and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for freeAs Ms [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibilityPlease note that Ms [redacted] will still be responsible for the taxes associated with the free lines of service Finally, on March 3, 2017, through March 9, 2017, customer had an opportunity to get an Apple iPhone 32GB for free or an Apple iPhone Plus 32GB for $after instant traand marebate when trading in a qualifying device and port in a numberOur customers must complete the purchase through our Equipment Installment Plan (“EIP”) and with an Unlimited Data featureIf a customer chose the iPhone GB Plus model there was a cost increase of $ Finally, customers who chose a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase On March 5, 2017, Ms [redacted] upgraded to two iPhone Plus 32GB and one iPhone 128GB through EIPAccordingly, Ms [redacted] was asked to make a down payment in the amount of $for each iPhone Plus 32GB and $for the iPhone 128GB and agree to a series of monthly installments in the amount of $for each iPhone Plus 32GB and $for the iPhone 128GB Additionally, we have confirmed that Ms [redacted] ported in her numbers ***, [redacted] and [redacted] to meet the eligibility for the mail in rebate for the new devicesRegrettably, Ms [redacted] was not on an unlimited data plan and was not eligible for the promotion Nevertheless, our promotions team authorized a rebate for the mobile number [redacted] sending a prepaid debit card in the amount of $on April 14, Please note that it can take up to business days for it to be delivered Although, it is T-Mobile’s position that Ms [redacted] was not eligible for the iPhone promotion for her mobile number ending [redacted] and [redacted] as they did not have an unlimited feature, as a courtesy and in an effort to amicably resolve her concerns, we have issued a one-time credit for $1,to honor the promotionThe adjustment was applied to the EIP balance, leaving a balance due of $on each devicePlease note the additional payment will reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments 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 Christina S [redacted] Executive Response

February 8, 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 January 27, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’s satisfactionT-Mobile sincerely regrets any inconvenience Ms [redacted] has experienced regarding her accountT-Mobile records confirm that on January 5, 2017, Ms [redacted] ordered an Apple iPhone SE, An Apple iPhone SE Otterbox, two SIM Starter kits, and a SIM Adapter at a cost of $Please note the account was systematically activated on January 6, 2017, one day after the order was placedFurther review indicates that the shipment for the equipment was refused by Ms [redacted] and returned to T-Mobile on January 11, Please note it can take up to days to receive a refund from the date equipment is received in our warehouseIn an effort to amicably resolve this matter, on January 29, 2017, T-Mobile processed a refund of $to the credit card Ms [redacted] used to initiate the orderPlease note this refund may take three to five business days to reflect on Ms***’s bank statementAdditionally, T-Mobile has applied a credit of $to Ms***’s account bringing the balance to zeroMs***’s account will remain closed with a zero balanceUpon speaking with Ms [redacted] she accepted this as resolution to her concernsBased 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

November 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] Prepaid Mobile No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 4, 2015, regarding the above-referenced accountT-Mobile is pleased to confirm that [redacted] ***’s concerns have been successfully resolvedT-Mobile regrets any inconvenience that [redacted] has encountered regarding Our records indicate that [redacted] requested to have the handset unlocked on September 24, After confirming that [redacted] had met all of the necessary requirements, an unlock requerst was submitted for [redacted] ***’s Apple iPhone handset, with the expectation that the request would be fulfilled within hoursOn September 25, 2015, the following email was sent to [redacted] ***: “Thank you for taking the time to contact T-Mobilehours after receiving this email, follow the below instructions for unlocking your T-Mobile iPhoneIf you have a non-T-Mobile SIM card, follow these steps: 1.Remove your SIM card and insert the new SIM card2.Complete the setup processIf you don't have another SIM card you can use, follow these steps to complete the process: 1.Back up your iPhone using iTunes2.When you have a backup, erase your iPhone3.When you see the Welcome screen, connect your device to iTunesIf successfully unlocked, the message Congratulations, your iPhone has been unlocked will display4.Use iTunes to restore your iPhone from the backup you just made5.If your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous stepsIf it not a T-Mobile device, it will not be unlocked.” Upon receipt of this correspondence, T-Mobile was able to reach [redacted] via email to discuss their concerns [redacted] advised T-Mobile that after following all the steps as outlined above, the handset was still lockedT-Mobile suggested that [redacted] visit a local retail store for assistance with unlocking the handset [redacted] later confirmed to T-Mobile that the handset was now successfully unlockedT-Mobile regrets any difficulty that [redacted] experienced while attempting to unlock the iPhone handsetBased 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, INCKayla J [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: TheT-Mobile store manager where I activated my services has read the account notes and it states there was a promise of and it lists the name of the individual that promised itAlso I was never told about a reimbursement claimI would have taken the proper steps if I had been informedI was only told that I would not be getting my phone back if I canceled services and would not be getting the promotion because I did not keep my account active for daysI canceled my services within the day grace period to avoid having to pay the remaining balance on the T-Mobile deviceTo claim that they can't reimburse me for the [redacted] device or return it is a farceThey took my phone and I signed it over because I expected the device to be paid offIf they cannot provide the proper coverage and guarantee my service it she be refundable in totalWhy should I pay for services that I cannot use? The body of this response from T-mobile was not discussed between me and the representative from T-mobileIn my opinion the Store Manager in Brigham City, Utah for T-Mobile needs to be involved in thisI'm getting screwed Sincerely, [redacted]

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 23, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’ concerns within this letter 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] ’ recent contact with our Executive Response T-Mobile regrets that Ms [redacted] is dissatisfied with our previous responseAs indicated in our previous correspondence, our records confirm that Ms [redacted] activated her account on November 25, 2016, with two lines of service and was subscribed to our Simple Choice North America Unlimited Talk, Text and Data rate plan at $monthly before applicable taxesAt the time of Ms [redacted] ’ activation, she used our Equipment Installment Plan (“EIP”) program to purchase two Samsung Galaxy ShandsetsMs [redacted] was not required to remit a down payment, and she agreed to monthly installments in the amount of $At the time of Ms [redacted] ’ activation, T-Mobile offered a promotion where customers who were subscribed to a qualifying rate plan could purchase a qualified handset on an EIP, and would receive a monthly credit to offset the cost of the monthly EIPRegrettably, as indicated in our previous response, the rate plan Ms [redacted] selected at the time of her activation was not a qualified rate plan However, as of December 27, 2016, Ms [redacted] changer her rate plan to our T-Mobile ONE rate plan, which is a rate plan that is qualified for the above-referenced promotionIt is important to note that once on a qualified rate plan, it may take one to two billing cycles for the promotional credits to be appliedOn February 27, 2017, T-Mobile issued credit to Ms [redacted] ’ account in the amount of $for billed EIP installmentsIn an effort to amicably resolve Ms [redacted] ’ concerns, on February 28, 2017, T-Mobile closed the EIPs for the Samsung Galaxy Shandsets Ms [redacted] purchased on November 25, As such, she will no longer be billed for the handsetsAdditionally, T-Mobile offers Ms [redacted] to return her rate plan to the previously subscribed Simple Choice North America Unlimited Talk, Text and Data rate plan at $monthlyT-Mobile requests that Ms [redacted] contact me at the number below no later than March 26, 2017, to accept this offer as resolution to her concernsT-Mobile regrets any inconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

Revdex.com: From: [redacted] [mailto: [redacted] @msn.com] Sent: Wednesday, April 19, 4:PM To: Complaints Subject: Complaint # [redacted] Good afternoon I just wanted to inform you that the following complaint has been resolved with T-MobileThey have credited my account for the total amount of $towards the cost of the iPhone Thank you for your time [redacted] @ yahoo.com [redacted] @msn.com Sent from my iPhone