T-Mobile USA

December 12, 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 December 5, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced while trying to obtain a Mobile Device Unlock (“MDU”)Please be advised that device unlock codes are available to customers who meet our eligibility requirementsA review of your account confirms that on November 28, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in Please note that Mr [redacted] ’s account was eligible to receive a Mobile Device Unlock code for his deviceAs such, on November 30, 2016, T-Mobile emailed Mr [redacted] with the Mobile Device Unlock code and instructions needed to unlock his deviceUpon speaking with Mr [redacted] on December 6, 2016, he confirmed that the Apple iPhone SE with the IMEI [redacted] was unlocked and in use overseasAs such, T-Mobile respectfully declines to provide Mr [redacted] with any further compensationT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

April 10, 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 March 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] is designated as an authorized user of the accountPlease be advised that T-Mobile has been in contact with Mr [redacted] via email T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding the above accountWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and trade in their devicesNaturally, several requirements must be met in order to be approved for this offer T-Mobile records confirm that Mr [redacted] met all requirements for this promotionOn January 30, 2017, T-Mobile received Mr [redacted] ’s two Samsung Galaxy Note 32GB handsets and his two Samsung Galaxy S Edge 32GB handsetsRegretfully, Mr [redacted] only received a reimbursement in the amount of $for the devices he traded in Please be advised that on April 2, 2017, Mr [redacted] provided his final billing statement from his previous carrier to T-Mobile and total amount for his device balances was $1,As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 4, 2017, T-Mobile reimbursed Mr [redacted] $1,in the form of a refund card to the billing address on the accountMr [redacted] has accepted our offer 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

November 6, 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 29, 2015, regarding the above-referenced accountWe are pleased to report that we have amicably resolved Mr [redacted] ’s issues and concernsPlease 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 recent contact with our Customer CareT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy S16GB on April 16, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are 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 damageIf upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountT-Mobile records indicate that on May 2, 2015, Mr [redacted] placed an exchange for his Samsung Galaxy S16GB that qualified for an alternative exchange for the Samsung Galaxy s32GBWith regard to Mr [redacted] ’s handset, upon receipt we examined it and it was found to have sustained Liquid Damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetA warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetAs an offer of resolution T-Mobile has offered to waive the out of warranty fee of $from Mr [redacted] ’s account which he has accepted as an offer of resolutionT-Mobile records indicate that Mr [redacted] made a payment of $on October 23, 2015, which brought his account to a zero balance therefore the credit of $was applied as an account credit leaving Mr [redacted] a credit balance of $as of November 5, 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, INCJosiah M [redacted] Executive Response

June 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 27, 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 Mr [redacted] regarding his T-Mobile accountAccording to our records Mr [redacted] activated four line of service with mobile numbers ending [redacted] *** on September 27, 2016, as well as purchased the Samsung Onthrough Equipment Installment Plan (“EIP”)During his activation Mr [redacted] was eligible and participated in our 4th Line Free and Smartphone On Us promotionThese promotions entitled Mr [redacted] to receive promotional bill credits to take care of his fourth line of service and to cover the monthly EIP payments for his device as long as he remained active Our records reflect that on March 23, 2017, Mr [redacted] ported his mobile numbers ending [redacted] to a new carrier and requested to cancel his mobile number ending [redacted] on March 27, 2017, which effectively canceled his entire accountIt is important to note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement This information is disclosed within the EIP agreement provided at the time of purchase Therefore, when the account was canceled on March 27, 2017, the remaining EIP balance of $was accelerated and posted to the final billing statement dated April 28, 2017, leaving the account closed with a final balance of $ It is T-Mobile's position that the remaining EIP balance is valid and owed Due to non-payment on June 20, 2017, the account was referred to third party collection agency, Diversified Consultants IncAlthough, it was outside the day return period, T-Mobile allowed Mr [redacted] to return the Samsung Galaxy OnAs of May 23, 2017, T-Mobile received Mr***’s package however the device has not be located in our warehouseNevertheless, we have confirmed that the device has not had any usage since Mr***’s return and as such, we have issued a credit for $account bringing the account to a zero balance In 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 account Please note that it may take up to days for the credit report to be updated We again apologize for the inconveniences Mr [redacted] experience and appreciate the opportunity to address his concerns 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

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 15, 2016, regarding the above-referenced accountT-Mobile regrets any confusion with our iPhone TrapromotionOn September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tratheir fully paid off iPhone or abovePlease note that between September 9, 2016, and September 14, 2016, customers were not required to change to T-Mobile ONE to be eligible for the promotionHowever, on September 15, 2016, the program was updated and customers were required to sign up for the T-Mobile ONE rate planCustomers that purchase a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone Please be advised that those that tradan iPhone 6, Plus, 6S, or 6S Plus will receive the phone at no cost after a tracredit and monthly EIP bill credits; customers that trathe iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the iPhone or iPhone Plus the cost will increase in increments of $with each memory variantAdditionally, the trahandset must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements are not met the customer will not qualify for the promotionPlease be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statementT-Mobile records reflect that on September 19, 2016, Mr [redacted] purchased an iPhone Plus 128GB on JUMP! On Demand (“JOD”) with no trade-inRecords reflect that Mr [redacted] did not meet all requirements to obtain the promotionT-Mobile records indicate that on October 11, 2016, Mr [redacted] was advised of his 20-day return period and records show that Mr [redacted] was advised to return the device and make the purchase again in order to qualify for the promotionMr [redacted] has denied the option to return his handset under the return period due to a delay in receiving the iPhone Plus 128GB in Jet BlackAs all of the requirements for the “iPhone Trade-Up” promotion were not met, Mr [redacted] did not qualify to receive the benefits of the promotionHowever, as a one-time courtesy, T-Mobile will allow Mr [redacted] to return his trahandset in working condition directly to my attention within days of the date of this letter at: Executive Response Attention: Juan B [redacted] Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Mr [redacted] returns the handset via a traceable carrier and request a tracking number when shippingUpon receipt of the handset, T-Mobile has offered to honor the promotion and has been informed of the expected credits and payments neededBased 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, INCJuan B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I called and left messagesOn Last call back Could not leave voice mail because his mailbox was fullI was told by the T-Mobile customer service right from the begining that my plan qualify for this deal and even all subsequent responses were sameT-Mobile should listen and share my conversation with Revdex.com which they record I have many calls to customer service from black Friday night to last couple of weeks.They have never said that my plan is not eligible for this deal If they cannot fulfill their promise they should not advertise adsI don't want new phones , I want my old phone back[redacted] *** [redacted] Sincerely, [redacted] ***

September 2, 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 August 27, 2016, regarding the above-referenced accountPlease note that Ms [redacted] has been designated as an authorized user on Mr [redacted] ’s T-Mobile accountWe regret any inconvenience Ms [redacted] has experienced regarding the expected coverage in areas traveledUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are numerous factors, such as: technical limitations, signal strength, equipment that may interfere with actual service, quality, and availabilityUpon review, T-Mobile found that Mr [redacted] was traveling in an area of Michigan which has coverage limitations and unfortunately Mr [redacted] ’s handset was not compatible with the available coverageWe recommend if Mr [redacted] travels a lot to view our coverage map online at www.T-Mobile.com, or he can contact Customer Care for assistanceOn August 26, T-Mobile provided a courtesy credit of $72.00; however, upon speaking to Ms [redacted] , T-Mobile provided an additional $courtesy credit as resolution in full to this matter resulting in a $account balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMercedes B [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 meI agree that [redacted] was added in June but T-Mobile was unable to produce any documentation regarding the purchase on 10/24/We again went in circles about the documentation they said they could confirm the store if I told them which oneObviously since myself or [redacted] did not purchase these items I wouldn't be able to give that informationThe two items on this EIP don't even match but one phoneI think this was an inside person at the store it was sold at and they sold them for cashI felt talked down to the entire time I have dealt with T-Mobile about this issueIt would be better business for them to trust their customers Although I am happy that they are reversing the charges, I am not happy about the way I was not given the benefit of the doubtI am nothing if not an honest and do not like the implication otherwiseI have been with them for years or more and may change carriers after my legitimate EIPs are paid off.Sincerely, [redacted] ***

April 3, 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 23, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agencyAs mentioned in our previous correspondence, after careful review of Ms***’s account, T-Mobile determined that on March 10, a caller was unable to verify the account when calling in and as there was a password on the accountPer T-Mobile policy, when the caller was unable to verify the password, we issue a one-time PIN code to the accountholder’s mobile number and did so to Ms***’s number ending in ***T-Mobile did not send a one-time PIN code, nor would we, to anyone other than the account owner which is Ms*** While T-Mobile would not like to see a valued customer such as Ms [redacted] cancel service with T-Mobile, she is not under contractual obligationShould Ms [redacted] wish to cancel her services, she may do so by contacting T-Mobile Customer Care at 800-937-or by porting her mobile numbers to another service provider It is important to note that Ms [redacted] has active Equipment Installment Plans (“EIP”) with a remaining balance of $1,for the following equipment: • Samsung Galaxy Jdevice with a remaining EIP balance of $220.00; • Samsung Galaxy Note device with a remaining EIP balance of $515.70; • Samsung Galaxy SEdge device with a remaining EIP balance of $ If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase Additionally, Ms [redacted] has two JUMP! On Demand (“JOD”) lease agreement for a Samsung Galaxy Note device and a Samsung Galaxy SEdge devicePlease note that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement As a one-time courtesy and in an effort to amicably resolve this matter, should Ms [redacted] return the above mentioned equipment, T-Mobile shall agree to waive the remaining balance specific to the devices receivedThe handsets can be mailed to my attention to the following address: T-Mobile USA, Inc Attn: Alberto V Menaul BlvdNE Albuquerque, NM T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include her account information within the box to ensure that she receives the proper credit upon receipt of the equipmentPlease be advised that Ms [redacted] must have the equipment post marked for return no later than April 20, T-Mobile regrets any inconvenience to Ms*** 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 Alberto V [redacted] Executive Response

November 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 November 2, 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 Ms [redacted] ’s concerns within this letterT-Mobile regrets any concern Ms [redacted] experienced in regards to her son’s onboarding experience and port in issueT-Mobile strives to provide the Un-carrier experience in every interaction and regrets that Ms [redacted] did not receive thisT-Mobile records confirm that on October 30, 2016, both of her son’s mobile devices were able to work accurately with their respective numbers and Ms [redacted] has not contacted Customer Care to report any issuesPlease note that on October 31, 2016, T-Mobile applied a courtesy credit in the amount of $as a courtesy to Ms [redacted] ’s above-referenced account leaving an account credit of $T-Mobile respectfully declines Ms [redacted] ’s request to upgrade her son’s data to unlimited data at no additional costHowever, in an effort to amicably resolve this matter, on November 10, 2016, T-Mobile applied a credit in the amount of $which is equivalent to one month of monthly recurring charges to offer a free month of service leaving the account reflecting a total account credit of $T-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCOscar T [redacted] Executive Response

July 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2016, regarding the above-referenced accountWe are pleased to report that we have resolved Mr [redacted] concerns to his satisfactionWe are sorry to hear that Mr [redacted] had any concerns regarding his final balanceAccording to our records Mr [redacted] completed an in-store payment for his account in the amount of $The payment received covered his monthly charges billed from March 28, 2016, through April 27, Although, Mr [redacted] indicated in his correspondence to your office that he ported out the day following his payment, our records reflect that his phone number ending [redacted] was ported to [redacted] Fi on May 5, As the service was used from April 28, 2016, through May 5, 2016, Mr [redacted] received a final billing statement for prorated monthly access charges of $Even though, it is T-Mobile’s position that Mr [redacted] was billed accordingly, as a courtesy, we have issued a credit in the amount of $55.09, leaving his account closed with a zero balancePlease note that on July 11, 2016, T-Mobile contacted Mr [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfactionWe hope that Mr [redacted] may consider T-Mobile again in the futureBased 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, INCChristina S [redacted] Executive Response

November 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 5, 2015, regarding the above-referenced accountOn November 9, 2015, T-Mobile spoke with authorized user, [redacted] and resolved this matter to his satisfactionT-Mobile confirms on November 1, 2015, two lines of service were activated on the above referenced accountT-Mobile sincerely regrets that Mr***’s iPhone Plus order was delayed with a November 10, 2015, delivery datePlease note, shipping information provided to customers at the time an order is processed is always approximate, and handset orders may be subject to backorder or delivery delays based on the available supplyT-Mobile confirms the handset was received and use began with the mobile number ending in ***In an effort to resolve this matter amicably, T-Mobile has applied account credits totaling $towards monthly recurring charges and applicable taxes, on the November 3, 2015, billing statementThe account currently reflects a zero balanceT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCPancho Q [redacted] Executive Response

December 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 15, 2017, regarding the above-referenced accountPlease note that the account holder of record is [redacted] T [redacted] and [redacted] is listed as an authorized user on the account T-Mobile regrets learning of Mr [redacted] ’s frustration with his replacement Samsung Galaxy Note By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Ms [redacted] ’s account, this warranty has been extended as she subscribes to the optional Premium Device ProtectionDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of the device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage T-Mobile records confirm that, on October 27, 2017, an insurance claim was approved for a Samsung Galaxy Note on the mobile number ending in ***Further review of Ms [redacted] ’s account indicates that the first T-Mobile was notified of the device overheating was on December 14, It is important to note that Mr [redacted] stated the device had already suffered damage at the time therefore he was referred to [redacted] for replacement options as the warranty was voidT-Mobile regrets any inconvenience this may cause, however we respectfully decline Mr [redacted] ’s request for compensation as this matter is not the result of T-Mobile error 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 [redacted] ext [redacted]

Complaint: [redacted] I am rejecting this response because: 1) This Samsung Galaxy Avante has had issues with voice mail from the beginning I have been in the Kannapolis NC store on several occasions about this issue since early in the year and have received tech assistance from Chanelle, Eddie, and Janelle, associates in this store While in the store, I asked these associates to phone T-Mobile at 611, so that I could request tech support Eddie and Janelle, at my request, operated my phone while tech support gave instructions We always had the support people on speaker phone In August 2015, I went into the Kannapolis store and was assisted by Janelle Again the phone issue was the voice mail system and a problem with echos I asked Janelle to please phone T-Mobile at She did, and we put the tech support person on speaker phone The tech support person on the phone said that we needed to update the software and do a reboot I asked Janelle to walk through all of the steps with my phone My hands were not even on my phone when the software was updated and the master reset was done The tech support person did not tell us to save anythingJanelle told the tech support person who was on the phone, "She will likely lose some data." The tech support person on the phone repeatedly said, "All of the data will come back." Again, Janelle and I were not told to save anything The lose of my data was not my fault So, apparently, this is the way T-Mobile treats a loyal customers who did nothing wrong.Sincerely, [redacted]

August 31, 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 August 23, 2017, regarding the above-referenced account Please be advised that T-Mobile confirmed that [redacted] **and [redacted] is the same person T-Mobile is pleased to report that Mr [redacted] ’s concerns have been addressed and resolved to his satisfaction T-Mobile regrets any concern Mr [redacted] may have encountered regarding our T-Mobile Tuesdays offer Please note that on June 6, 2016, T-Mobile announced T-Mobile TuesdaysT-Mobile Tuesdays is an application where T-Mobile thanks our customers by offering them incentives on a weekly basis On August 22, 2017, one of our T-Mobile Tuesdays gifts was to receive a free Meineke basic oil change of a $value or a $discount off any full-price service at Meineke Car Care Centers Please be advised that customers must select the ‘Redeem’ option from the T-Mobile Tuesdays application on their device, then select the “Go to Meineke’ option to then schedule an appointment at their nearest Meineke Car Center location by September 30, It is important to note that not all Meineke Car Center locations participate in our offers; therefore, customer must follow the above instructions After further research, T-Mobile was able to confirm that the Meineke Car Care Center location that Mr [redacted] visited was not participating in our T-Mobile Tuesday offer, therefore, Mr [redacted] paid out-of-pocket for the oil change to his vehicle As a gesture of goodwill, and in an effort to amicably resolve this matter, on August 24, 2017, T-Mobile issued a credit of $towards Mr [redacted] ’s account to refund him for the oil change Please note that this credit reduced Mr [redacted] ’s account balance to $ T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

March 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 March 22, 2016, regarding the above-referenced accountWe regret any confusion to Ms [redacted] regarding international travel via a cruise shipPlease also be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with T-MobileT-Mobile has reviewed Ms [redacted] account regarding the disputed international roaming charges for mobile number ending in ***Please be advised on February 5, 2016, T-Mobile records confirm Ms [redacted] added T-Mobile’s North America Feature at $per month for travel through Mexico, which offers customers an extension of the "home coverage area" of plans with Simple Global to include Mexico and CanadaWith it, customers can use their device and service while travelling in Mexico and Canada just like you do in the U.SOur records confirm however that the charges in dispute are for international roaming calls from February 10, 2016, through February 12, while on a cruise ship on international waters, which is not included in the above featureThe total charges for international roaming calls while on the cruise ship are $plus taxIt is T-Mobile’s position that these charges are valid and owedPlease note that calls made or received while the handset is roaming on a cruise ship are billed at a rate of $per minute, even if the ship is at dock in U.SwatersThis includes any incoming calls received while the handset is powered on as these calls are routed to the cruise ship’s network, and if unanswered, the calls are then routed back to the domestic T-Mobile voicemail platformThese calls, even if unanswered are then billed at the cruise ship roaming rateAdditionally, information on international roaming charges while on a cruise ship is readily available to customers who are interested in knowing the cost per minute before travelingInformation on calling charges can be found on www.T-Mobile.com and through calls to Customer CareIn an effort to amicably resolve Ms [redacted] concerns however, T-Mobile provided a credit of $519.03, leaving the account with a valid and owed balance of $Additionally, T-Mobile placed a collection hold on the account set to expire on April 23, 2016, to allow Ms [redacted] time to remit paymentMs [redacted] accepted this offer as resolutionT-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, INCKimo C [redacted] Executive Response

February 1, 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 9, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any continued concerns Ms [redacted] experienced with her equipmentIn an effort to amicably resolve this issue, T-Mobile mailed Ms [redacted] a new Samsung Galaxy Sedge at no cost to her to replace the non-working Samsung Galaxy Note We are confident that this new device will resolve Ms [redacted] concernsT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

May 26, 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 13, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Ms [redacted] , she confirmed she is the Billing Responsible PartyT-Mobile regrets any inconvenience Ms [redacted] may have experienced with the activation of the above-referenced account T-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms [redacted] ’s concerns with our Carrier Freedom promotion and the status of her submissionWith Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of tracredits and a prepaid debit card when they switch to T-Mobile and tratheir devices For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank card T-Mobile records confirm that on March 31, 2017, Ms [redacted] activated the above-referenced account and purchased two iPhone Plus handsets on an Equipment Installment Plan (“EIP”)At the time of signing, Ms [redacted] was required to remit a down payment of $and agreed to 24-monthly installment payments in the amount of $ It is important to note that at the time of purchase, Ms [redacted] traded in one iPhone 6s and one iPhone 6s Plus for which she received a tracredit of $Based on the amount owed to her prior carrier totaling $and approval of her reimbursement request, Ms [redacted] is eligible to be sent a prepaid card in the amount of $for the balance of the equipment installments charged by her prior carrierPlease be advised Ms [redacted] will need to lto www.t-mobile.com to accept the offer and have the prepaid card sent to her Nevertheless, as a gesture of goodwill, on May 25, 2017, T-Mobile offered to apply a one-time courtesy account credit in the amount of $which is equal to half of the tracredits previously received at the time of activationRegrettably, Ms [redacted] declined T-Mobile’s offer at this timeShould Ms [redacted] decide to take advantage of this offer, she may contact me at the number listed below no later than June 1, Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

June 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountWe are pleased to report that we have resolved this matter to Ms [redacted] ’s satisfaction In Ms [redacted] ’s letter to your office, she indicates that she was not able to use service with her handset in or around her homeWe regret any coverage issues Mrand Ms [redacted] experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability Please note that on March 19, 2017, Mr [redacted] canceled his account when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 17th of one month to the 16th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed for his final statement from March 17, 2017, through April 16, 2017, in the amount of $ Nevertheless, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a one-time credit to the account in the amount of $for the charges from March 19, 2017, through April 16, 2017, resulting in an updated balance in the amount of $On June 1, 2017, a payment in the amount of $was remitted to which updated the balance to zeroAt this time, Mr [redacted] ’s account remains closed with a zero balanceT-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 Alyssa K [redacted] Executive Response

March 1, 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 24, 2018, regarding the above-referenced account T-Mobile regrets to hear that Ms [redacted] has continued concerns regarding this matterAs shared in our previous correspondence, on January 29, 2018, Ms***’ handset was unlocked from the T-Mobile network and instructions were provided to complete the processMs***’ handset has been ready for use on any carrier since that date It should be noted that while some carriers utilize GSM technology and others CDMA technology, and that historically handsets were manufactured exclusively for these carriers on these networks, most modern handsets are designed to work with all carriersMs***’ Apple iPhone Plus is one of these handsetsT-Mobile can confirm that Ms***’ unlocked Apple iPhone Plus can be used on any carrier, regardless of the technology the carrier uses However, while Ms***’ handset is unlocked and available for use on any carrier, as a gesture of goodwill, on February 26, 2018, T-Mobile issued a prepaid MasterCard to Ms [redacted] for $to her address of recordMs [redacted] should allow up to fourteen days for Citibank to produce and mail her cardWe ask that upon receipt, Ms [redacted] return her handset to the following address: T-Mobile USA, Inc Attn: Dave [redacted] Menaul BlvdNE Albuquerque, NM We regret any inconvenience to Ms***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 Dave [redacted] Executive Response