T-Mobile USA

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 James was very understanding of my issue and I would like to say thank youSincerely, [redacted] ***

Revdex.com:Mr [redacted] and I have corresponded outside of this complaint and came to the list conclusionI have had a T-Mobile store check the device for any damages before sending the unit backThe Unit was sent back and on its wayThe Unit have a tracking number and I requested a signature be required I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***-***

March 14, 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 4, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] associated to the Friends and Family Two Lines On Us offeringAccording to T-Mobile records, on November 18, 2016, Ms [redacted] activated two new lines of service ending in [redacted] and [redacted] during our Friends and Family Two Lines On Us promotional periodThis promotion ran from November 18, through November 22, 2016, and offered new and existing postpaid customers who activated two voice lines on T-Mobile ONE or an eligible Simple Choice rate plan the ability to receive up to two additional lines for free via monthly promotional bill credits to the accountPlease note that the promotional bill credits would be applied within two billing cycles of activation In reviewing Ms [redacted] ’s account, we confirmed that the account billing cycle closes on the 23rd of each monthAs such, the above promotion should have impacted Ms [redacted] ’s account by January 24, Nonetheless, our records indicate that on December 14, 2016, two promotional bill credits of $were issued to the account for the Friends and Family Two Lines On Us offering It is important to mention that on December 16, 2016, Ms [redacted] changed her rate plan and subscribed to T-Mobile ONE rate plan for $per month with mobile numbers ending in ***, ***, [redacted] and ***Please note that under the T-Mobile ONE rate plan, each added-on-line of service is billed an additional $per month T-Mobile records confirm that on December 24, 2016, the account was suspended as the payment processed through AutoPay, a feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, was returned unpaid to T-MobileAs well, on December 24, 2016, a payment of $was remitted and the account was restored from suspensionAs stated in the Terms and Conditions, if T-Mobile suspends a customer’s service and then later reinstates it, a fee may be assessedTherefore, the account was assessed a $restore from suspension fee per line of servicePlease note that as a gesture of good faith, on January 2, 2017, two adjustments of $for two of the restore from suspension fees were posted to the accountAlso, on December 24, 2017, due to an inadvertent error, the mobile number ending in was activated as an added-on-line to the account and, pursuant to Ms [redacted] request, the mobile number ending in [redacted] was ported to replace the mobile number ending in Additionally, the mobile number ending in [redacted] was cancelledT-Mobile regrets any inconvenience to Ms [redacted] The account at this time remains subscribed to the T-Mobile ONE rate plan for $per month with mobile numbers ending in ***, ***, [redacted] and ***The lines ending in [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $per monthIn addition, the lines ending in [redacted] and [redacted] each have the Premium Handset Protection (“PHP”) feature for $per month per lineBased on the above, Ms [redacted] ’s estimated monthly recurring charge is approximately $plus taxes on the PHP features and including both $promotional credits under the Friends and Family Two Lines On Us offering and the $T-Mobile ONE AutoPay promotional bill credit which Ms [redacted] also qualifies to receive In an effort to amicably resolve this matter, on March 13, 2017, T-Mobile reviewed Ms [redacted] ’s account and confirmed that it is currently enrolled in our Friends and Family Two Lines On Us offeringAdditionally, two credits of $for the remaining two restore from suspension fees billed to the account were posted, leaving the account with a credit balance of $ Further, on March 13, 2017, upon speaking with Mr [redacted] , she confirmed that her concerns were resolved and as a courtesy, a credit of $towards the monthly recurring charges billed from December through February was posted to the accountAs of March 13, 2017, the account reflects a credit balance of $T-Mobile regrets any inconvenience to Ms [redacted] ’s and 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 Aika A [redacted] Executive Response

I am thankful that they went ahead and gave me a replacement phone plus, the credit I feel was rightfully owed I wish that a supervisor or manager had the same rights to help a customer then it would have never got to Revdex.com In a year relationship with tmobile and we've had our bumps, but I will continue to be a long standing customer Thank youRevdex.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] ***

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 27, 2015, regarding the above-referenced accountT-Mobile is happy to report that Ms [redacted] ’s concerns have been resolved to her satisfactionPlease 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 CareT-Mobile records indicate that on August 7, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a [redacted] S 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 installmentsBased on her personal credit history at the time of Ms [redacted] ’s purchase, she was not required to make a down payment; however, she agreed to pay $52.99, which is for the taxes on the full retail priceMs [redacted] then agreed to a series of monthly installments in the amount of $22.08, which will appear on the first bill following the purchase of the deviceOn September 5, 2015, T-Mobile stepped outside of policy in order to resolve Ms [redacted] ’s concerns with the original [redacted] S handset that was sent to her in AugustIn order to ensure that Ms [redacted] received a brand new device T-Mobile billed a full cost device in the amount of $to Ms [redacted] ’s accountUpon receipt of the defective [redacted] S handset T-Mobile would place a credit of $to Ms [redacted] ’s account and she would continue with the installments of $per month for monthsPlease be advised that on September 9, 2015, T-Mobile reached out to Ms [redacted] via her mobile number ending in [redacted] to see if she had received the deviceThe original [redacted] S handset that was purchased on August 7, 2015, was not showing returned to our warehouseAs such, no credit for the handset was issuedPlease note that Ms [redacted] ’s account number was enrolled in EasyPay on February 14, EasyPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on EasyPayBecause Ms [redacted] authorized EasyPay, T-Mobile was authorized to automatically deduct payments from the credit card providedT-Mobile records confirm that on October 17, the balance of $was automatically withdrawn from Ms [redacted] ’s credit card on fileOn October 17, Ms [redacted] contacted our Customer Care department regarding the amount that had been deducted from her credit cardT-Mobile advised that if Ms [redacted] returned the device to our handset warehouse, a refund in the amount of $would be issued back to her credit cardDue to an inadvertent clerical error the refund was declined as the device was not verified as returned to the warehouseNevertheless, in an effort to amicably resolve Ms [redacted] ’s concern, On October 27, 2015, T-Mobile issued a one-time courtesy credit in the amount of $to Ms [redacted] ’s accountAdditionally, on October 27, a refund in the amount of $was deposited back to Ms [redacted] ’s bank accountto MsShould Ms [redacted] have any questions regarding this refund she may contact her financial institutionT-Mobile regrets any inconvenience that Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

February 5, 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated February 5, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding her T-Mobile accountsT-Mobile records confirm that on October 31, 2015, Ms [redacted] activated her T-Mobile account number [redacted] Please be advised, T-Mobile provides a 14-day return period which allows consumers to use the equipment to see if it meets their needsIf the equipment was not acceptable, it could be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchasePurchases made through our sales channel over the phone or online are provided a 20-day return period to allow time for shippingCustomers will be responsible to pay for any prorated monthly access charges for services renderedOn November 10, 2015, Ms [redacted] canceled her account during her equipment return periodMs [redacted] ’s account was canceled with a balance of $63.32, which consisted of her monthly access charges from October 31, 2015, through November 10, 2015, and applicable taxesOur records indicate that Ms [redacted] has not made any payments to her accountHowever, on December 6, 2015, T-Mobile applied a courtesy credit of $to Ms [redacted] ’s account for her final account balanceAs of February 4, 2016, Ms [redacted] ’s account number [redacted] remains canceled with a zero balanceOur records further indicate that on November 11, 2015, Ms [redacted] activated her T-Mobile account number [redacted] On November 19, 2015, Ms [redacted] contacted T-Mobile to advise us that she wanted to cancel her account and she was provided with the return address for her equipmentDue to an inadvertent error, Ms [redacted] ’s account was not cancelled at that timeOn December 13, 2015, T-Mobile canceled Ms [redacted] ’s account per her requestOn December 16, 2015, T-Mobile applied a credit of $1,for the equipment returned by Ms [redacted] On December 21, 2015, T-Mobile applied an additional credit of $for service charges which resulted in a revised account balance of $Ms [redacted] ’s final account balance consisted of her monthly access charges from November 11, 2015, through cancellation T-Mobile provided Ms [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on January 17, 2016, T-Mobile transferred Ms [redacted] ’s account to a third party collection agency, Amsher Collection Services, Inc., in an attempt to collect the past due balanceIn an effort to amicably resolve this matter, on February 4, 2016, T-Mobile applied a courtesy credit of $for the monthly access charges and applicable taxesAs of February 4, 2016, Ms [redacted] ’s account [redacted] remains canceled with a zero balanceIn addition, 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] ’s credit report to reflect the changeMs [redacted] has accepted this as a resolution to this matterT-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, INCLeah T [redacted] Executive Response

January 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have resolved Ms [redacted] concerns to her satisfactionT-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encounteredT-Mobile appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiencesThe device traprogram allows customers to trade in their current devices for credits when they purchase or lease new devicesTradevices are collected in stores at the time of the purchase or lease and the credits are applied in the following order: • Existing Equipment Installment Plan (“EIP") balances – customers who have an active EIP will have the tracredit applied to the remaining balance owed on that device• New EIP or lease balances – customers who are financing a new device will have the credit applied toward the amount due at the time of purchase or lease• In-Store purchase – any additional amount of the tracredit will be applied to additional purchases such as equipment accessories• Bill credit - Any amount left over from the in-store purchase option will result in an instant bill creditIt is important to note that device trade-ins are final and customers are unable to have their tradevices returned to them if the device purchased from T-Mobile is returned during the standard return periodThis information is disclosed at the time the trais performedIf customers choose to return their T-Mobile device, they will be issued their refund will include the traamount they were quoted at the time of purchase minus any restocking feeT-Mobile records indicate that on December 30, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of a Kyocera DuraForce XD 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 installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $plus sales tax and agree to a series of monthly installments in the amount of $T-Mobile records confirm that an Apple iPhone 6s was traded in with this transaction, and she was quoted a travalue of $185.00; this traamount was applied to the amount due at the time of purchaseThis DuraForce devices was returned during the return period and a refund was issued for the amount due at purchase, plus the travalue, and minus the restocking feeIt is T-Mobile’s position the tradevice cannot be returned and no further compensation is owedNevertheless, in an effort to provide Ms [redacted] with a truly Un-Carrier experience, T-Mobile agreed to allow her to return the Kyocera device outside the standard return period and it was received at our office on January 26, T-Mobile has confirmed the device is in working condition with no physical or liquid damage and we have issued a refund in the amount of $This includes the total cost of the returned device as well as the travalue of the iPhone 6sThe refund has been issued in the form of a prepaid debit card that will arrive at the billing address on Ms [redacted] T-Mobile account in five to seven business 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, INCLiana G [redacted] Executive Response

February 9, 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, regarding the above-referenced accountT-Mobile regrets Mr***’s concerns regarding his credit card being charged and the purchase of handsets without his authorizationT-Mobile records indicate that on January 26,2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6S Rose Gold and an iPhone 6S Plus SilverAt the time of Mr***’s purchase, he made a down payment in the amount of $and agreed to a series of monthly installments in the amount of $After researching Mr***’s concerns, T-Mobile has closed out the EIP and on February 4, 2016, refunded Mr [redacted] the down payment in the amount of $Please note that it can take three to five business days for the refund to appear on Mr***’s credit cardWe regret any coverage issues that Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasPlease be advised that there are several factors that can affect actual service quality and availabilityT-Mobile provided a Mr [redacted] a 14-day return period and if the equipment or coverage was not acceptable, it could be 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 purchaseHowever, customers returning equipment may be assessed a restocking fee at the time the return is processedOur records show that on January 29, 2016, Mr [redacted] returned the equipment to the retail store and cancelled his account; it remains closed with a zero balanceIn order to amicably resolve the matter, on February 8, 2016, T-Mobile sent Mr [redacted] a refund in the amount of $to the address on file and on the complaint to your officePlease note that the refund is sent in the form of a prepaid refund card and can take seven to ten business days to be receivedBased 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, INCJimmie P [redacted] Executive Response

March 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 March 5, 2016, regarding the above-referenced accountPlease note that [redacted] and [redacted] is the same personT-Mobile regrets that Ms [redacted] final billing statement is not what she expected and regrets any difficulties Ms [redacted] experienced regarding coverage and the handling of her accountIt is important to note that the final billing statement needed to generate prior to credits being applied to ensure the proper credit amount was applied to bring the account to zero balanceT-Mobile records indicate that Ms [redacted] final billing statement dated February 20, 2016, had a balance of $which was adjusted as promised on February 23, 2016, by Customer CareIt is important to note that once a T-Mobile account is cancelled, all services associated with the account are also cancelledThis includes online account access as well as paperless billing, as these are services only eligible with active accountsTherefore, Ms [redacted] would not have access to her My T-Mobile.com online service after porting her mobile numbers to another carrierT-Mobile spoke with Ms [redacted] on March 1, 2016, and confirmed that the adjustments were properly applied and a refund of $had been processed at which time Ms [redacted] requested the refund be cancelledT-Mobile confirmed with Ms [redacted] that her account remains cancelled with a zero balance and the refund of $has been cancelled per her requestMs [redacted] confirmed this was a satisfactory resolution to her concernsT-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, INCLuv V [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:There are inaccuracies in Rochelle's responseOn January I DID NOT consent to their JUMP on Demand programWhen I called on 1/17/at 4:49pm and spoke with Crystal I was advised that the phone was comped completelyI believe her supervisors name was [redacted] She consulted with her supervisor who advised that the phone EIP would be closed out and the phone would be freeI even logged on afterwards and it was removed from my account but then after speaking with Rochelle it was magically added back on and she advised me I will be charged for this phoneI didnt want it anyway and gladly mailed it back but it was unfair for a company to against their word especially after all the wrongdoings done against me from this companyI don't feel comfortable paying the bill that includes fraudulent insurance charges for the phones I did not financeThe credit (supposedly) will be reflected on next months billWhy cant it show on this billBased on their business practices I feel that I cant take them at their word and will see me paying that extra amount as accepting the fraud that happened to meI have reached out to Rochelle after the initial conversationThe main reason was to inform her I didn't receive a return label that she sent and also had questions for herShe has never returned my callNo one ever follows up when they say they willMeanwhile I have to endure a phone line that rarely has phone service and cuts off almost every callIf you listen to all my calls with T-Mobile reps you will even hear the calls losing signalThe service is crap but I have put up with it but now this lack of customer service and hearing many different solutions and action plans by different people leave me feeling like I'm being hustled Sincerely, [redacted] ***

Revdex.com: Please cancel this complaintThe issue has been resolved

Complaint: [redacted] I am rejecting this response because: Abigail was not unsuccessful with anythingI tried calling her back times and always got her voicemailI left messages and never received a return callShe only ever called me during work and I can't answer the phone at workI should have been able to return my phone with no hassle and was notShe never resolved any of my issuesAnd I don't understand why Tmobile can't guarantee coverageI was never able to reach Abigail and I feel like I was being avoidedNothing was resolved because I was unsuccessful in reaching her timesI attached a screenshot to prove my case Sincerely, [redacted]

November 5, 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 28, 2015, regarding the above-referenced accountT-Mobile regrets any frustration Mr [redacted] encountered while attempting to activate service with T-MobileOur records confirm that on September 14, 2015, Mr [redacted] visited a T-Mobile retail store and during that visit his above account was activatedFurther records confirm that on September 17, 2015, we attempted to transfer Mr [redacted] ’s number ending in [redacted] to T-MobileHowever, the number transfer was unsuccessfulOur records confirm that Mr [redacted] did not take possession of the equipment at the time of the activationAs such, we have cancelled the above account effective immediately and applied a $credit to the account to bring the outstanding balance to zeroMr [redacted] ’s account will remain closed with a zero balancePlease be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationT-Mobile sincerely apologizes if any representative failed to do so while assisting 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, INCBrian W [redacted] Executive Response

September 22, 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 13, 2015, regarding the above-referenced accountT-Mobile regrets to hear of Ms [redacted] coverage and cancellation experienceOur records confirm that on February 7, Ms [redacted] canceled her line of service ending in [redacted] when she ported the line to another service providerIt is important to note that as T-Mobile did not have a request to cancel the remaining line of service, the number ending in [redacted] remained active on the account and continued to incur service charges which T-Mobile considers valid and owedOn March 1, T-Mobile canceled the line of service ending in [redacted] at Ms [redacted] requestHowever, upon review of the account and MsStrong’s, correspondence, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn addition, 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 relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenienceBased 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, INCSacny A [redacted] Executive Response

April 27, 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 April 17, 2017, regarding the above-referenced file number Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr [redacted] regarding his correspondence to your officeThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, Mr [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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 Diana J [redacted] Executive Response

April 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 April 18, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his device accessory purchaseOn November 23, 2016, Mr [redacted] purchased a screen protector through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $As of the time of Mr [redacted] ’s above-referenced purchase T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his 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 purchase Upon speaking to Mr [redacted] , on April 24, 2017, and in an effort to amicably resolve the matter, T-Mobile agreed to close the remaining EIP for the above-referenced screen protector and to apply a credit in the amount of $toward Mr [redacted] ’s account for the previously billed associated EIP installmentsPursuant to our conversation Mr [redacted] confirmed the matter is resolved and he has no further concerns 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 Mr [redacted] ’s contact with our retail locationT-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 Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: all items of concern have not been resolved The T-Mobile application still has not been updated with a fix, T-Mobile says they want to swap phones, but the issue connecting to the 4GLTE is on two different phones, by two different companies and on two different operating systems So in common sense, leads me to believe the issue is on T-Mobile's end not the end user (myself) You cannot tell me that two different phones from two different companies would produce phones that do the same thing, not connect to the 4GLTE network properly I have tested both phones and switched them on and off the 4GLTE network and when I run the first test it gets 4GLTE speeds, but the remainder two and three tests are well below diservice connection.I demand that T-Mobile sends an independent contractor that is not affiliated with T-Mobile to the tower closest to my home and check it on an independent basis, I think that T-Mobile has not sent anyone to the tower as they claim If they did they would also notice that 4GLTE is intermittent at best Even the tech support person said that it was a tower issue since we trouble shot both phones and got the same results.If T-Mobile refuses to check the tower to MY standards and give me the 4GLTE service that I am paying for, I demand a fixed $credit per line per month since under my purchase and plan I agreed to accept the 4GLTE service and I am not getting what I am paying for If T-Mobile refuses to honor either of my requests, my only option is to have T-Mobile provide me the unlock code for both phones and move my services to another more reliable provider Sincerely, [redacted] (Formally ***)

June 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 2, 2016, regarding the above-referenced accountWe are pleased to report that Ms [redacted] ’s concerns have been resolver to her satisfactionT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her handset concerns; we appreciate the opportunity to further support, and respond to her concernsAs indicated in our letter to your office dated April 1, 2016, on March 31, 2016, T-Mobile agreed to provide Ms [redacted] with a new Samsung Galaxy ShandsetWe sincerely regret that this handset has malfunctioned while in use by Ms [redacted] It should be noted that on June 5, 2016, T-Mobile contacted Ms [redacted] regarding her concerns, and offered to provide her with a Samsung Galaxy Shandset free of charge, so long as she returns her malfunctioning Samsung Galaxy Sdevice to my attention at: T-Mobile USA, IncAttn: Jason A*** , Executive Office Menaul Blvd., NE Albuquerque, NM Please be advised that Ms [redacted] accepted this as a resolution to her concernsIt should be noted that her new handset was ordered on June 5, 2016, under order number [redacted] We recommend that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retail a copy of the return tracking number for her recordsWe also ask that Ms [redacted] please include a note in her return packaging including her name and account information, within the packaging to ensure that she receives the proper credit upon receipt of her return equipmentBased 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, INCJason A [redacted] Executive Response

May 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 May 8, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] may have experienced in attempting to purchase a new iPhone 6s device and any delay in receiving oneT-Mobile records indicate on April 27, 2016, an iPhone 6s Plus 64GB Rose Gold device was ordered, and UPS tracking number [redacted] shows delivered on April 29, 2016, with the note “left at office.” As Ms [redacted] advised T-Mobile she did not receive the device a new order was placed on May 5, 2016, for an iPhone 6s Plus 64GB Rose Gold device via UPS Next Day shipping for freeUPS tracking number [redacted] shows delivered on May 9, The order was placed late Thursday therefore it shipped on Friday May 6, 2016, and was delivered the next business day, Monday, May 9, On May 10, 2016, we spoke with Ms [redacted] and confirmed the original device was not in use so we waived the full charge for the second order, leaving the original charges on an Equipment Installment PlanAs a courtesy to Ms [redacted] and in an effort to amicably resolve this matter we applied a credit for half of her monthly recurring service charges at $104.00, reducing her current balance to $304.48, as of the date of this letterBased 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