T-Mobile USA

July 21, 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 July 9, 2017, regarding the above-referenced accountT-Mobile records indicate that the account holder is [redacted] ** [redacted] and he has designated [redacted] as an authorized user T-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile promotionOn September 9, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusOn September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after monthsIf 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 In order to qualify as an acceptable traddevice, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements were not met the customer was not qualified for the promotionPlease also know that if a customer cancels their account prior to the end of the 24-month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement T-Mobile records confirm that on September 16, 2016, Mr [redacted] purchased an iPhone with 128GB of memory on an EIP for his mobile number ending in ***Mr [redacted] was required to remit a down payment of $and agreed to 24-monthly installment charges of $T-Mobile received Mr***’s iPhone serial number [redacted] traand he received his $tracredit in two ways; a credit of $was applied to his account balance on September 27, 2016, and $to his monthly EIPAccordingly, Mr [redacted] is receiving his remaining Apple credit of $in 24-monthly promotional credits of $on his mobile number ending in *** Our records further indicate that on September 16, 2016, Mr [redacted] purchased an iPhone with 128GB of memory on an EIP for his mobile number ending in ***Mr [redacted] was required to remit a down payment of $and agreed to 24-monthly installment charges of $T-Mobile received Mr***’s iPhone serial number [redacted] traand we found that the “Find My iPhone,” feature was still enabled on the device therefore; Mr [redacted] did not receive his $tracredit nor his monthly EIP promotional credit However; in an effort to amicably resolve this matter, on July 13, 2017, T-Mobile closed out the remaining balance on the iPhone on the mobile number ending in [redacted] in the amount of $On July 13, 2017, T-Mobile mailed a prepaid refund card to Mr [redacted] in the amount of $for his payments paid toward the iPhone In addition, T-Mobile applied a credit of $to the account for a free month of serviceMr [redacted] will continue to receive his monthly promo credits of $on his iPhone for his mobile number ending in ***Mr [redacted] accepted this as a resolutionAs of July 19, 2017, Mr***’s account reflects a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

January 29, 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 22, 2016, regarding the above-referenced accountT-Mobile regrets Ms [redacted] ’s concerns regarding her final account balanceT-Mobile records confirm that Ms [redacted] canceled her account on November 18, 2015, when she ported her mobile number to another service providerMs [redacted] ’s billing cycle ran from the 24th of one month to the 13th 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, Ms [redacted] was billed through December 13, In an effort to resolve this matter amicably, on January 28, 2016, T-Mobile has applied an account credit of $which includes monthly access charges and applicable taxes in the final billing statementThe canceled account reflects a zero balanceT-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, INCPancho Q [redacted] Executive Response

July 19, 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 July 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Ms [redacted] with regards to our Refer-a-Friend programPlease note that starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive a $prepaid MasterCard card for referring friends and family to open a new postpaid account with T-MobileIt is important to note that along with several qualifying rules for this promotion, customers were to submit a referral online at least hours prior to their friends and family activating their new accountOur records indicate that this was not done and as such Ms [redacted] was not eligible for the promotion On July 10, 2017, in an effort to amicably resolve this matter, T-Mobile issued a bill credit in the amount of $to Ms***’s account for her referral credits; a credit of $was applied for the restocking fees associated with mobile numbers ending in and T-Mobile also applied a credit in the amount of $for android purchases along with a onetime courtesy credit of $for Ms [redacted] due to the inconvenienceThis left the account with a balance of $with a due date of July 29, 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 Cesar R [redacted] Executive Response

Revdex.com: From: [redacted] [mailto: [redacted] ]Sent: Friday, May 19, 11:AMTo: Complaints Subject: Claim ID [redacted] Hello,I submitted a claim yesterday and Tmobile has since resolved the matter satisfactorally, there is no further action required at this timeThank you[redacted]

March 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 February 24, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] ***, and that [redacted] is not an authorized user of the accountUpon speaking with Ms***, she stated she was the account holder and provided me with permission to discuss her account details with Ms***T-Mobile regrets any continued concerns Ms [redacted] has experienced regarding our handset promotionsWe 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***’s contact with our sales office or customer careAs previously advised, on September 25, 2015, Ms***’s traAT&T Samsung Nexus S device was not eligible for tracredit but it did qualify Ms [redacted] for the monthly promotional credits of $for the mobile number ending in ***Our records confirm Ms [redacted] received the promotional credits on October 2, 2015, December 8, 2015, December 13, 2015, January 18, 2016, and February 16, It is T-Mobile’s position that Ms [redacted] is being provided with the adequate credits per the promotional guidelinesOn February 25, 2016, T-Mobile emailed Ms [redacted] a copy of our JUMP! On Demand iPhone 6S Updated promotional flyer so that she may read the promotional guidelinesOn February 26, 2016, T-Mobile sent another email explaining that the eligible trade-ins for additional credit are the following: • Monthly Equipment Installment Plan, (“EIP”) payment of $or less: All devices with a travalue of $90.00-$• Monthly EIP payment of $or less: All devices with a travalue of $180.00-$• Monthly EIP payment of $or less: All devices with a trade in value of $or aboveFor example, the travalue of an iPhone is $and customers would receive the $promotional monthly bill credit plus a $additional promotional credit and would pay $for their monthly EIPSome of the eligible devices are the iPhone 6, iPhone Plus, Galaxy S6, and SEdge PlusAs stated in our previous response to your office, Ms***’s traof an AT&T Samsung Nexus S did not qualify her to receive any additional promotional creditIn an effort to amicably resolve this matter, on March 1, 2016, T-Mobile offered Ms [redacted] a $courtesy credit to her account for any misunderstandingT-Mobile is awaiting Ms***’s email response to accept the credit and she may also contact me at the number provided below by April 2, to accept this offerT-Mobile respectfully declines to provide further monthly promotional credits for the iPhone 6S Updated promotional offerT-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

May 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account We regret any concerns Mr [redacted] has regarding the Apple iPhone TraofferFrom September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months T-Mobile records indicate that on September 25, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Black 128GB handsetAt the time of purchase, Mr [redacted] was required to remit a down payment in the amount of $99.99, and agreed to make monthly installments of $for months In Mr***’s correspondence to your agency, he indicated that an Apple iPhone handset was tradto complete the redemption process for the iPhone TraofferHowever, T-Mobile does not have any record of Mr***’s Apple iPhone handset being received to our warehouseT-Mobile has performed multiple handset research tickets for Mr***’s Apple iPhone trahandset but we have not located the handset within our warehouseIn addition, T-Mobile has requested the serial number for the handset to confirm the recovery of the handset; however, our requests have proven unsuccessful In order to amicably resolve Mr***’s concerns, T-Mobile has agreed to close the remaining EIP balance of the Apple iPhone Black handsetAdditionally, T-Mobile has applied a credit in the amount of $216.72, leaving a credit balance of $99.71, to cover the cost of the handset from September T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: my credit card statement stated they paid t mobile twice which was 9/and 9/They credit back on the transaction that never happend on 9/in the amount of $T mobile stated that there was insufficient fund on my credit card and I called [redacted] I have more then $credit limitIt is credit card not debit cardT Mobile stated that on October they received my payment in the amount of $and they never acknowledged that they received another payment in the amount of $I received a letter on 11/18/from customer relations from T Mobile and she acknowledged that she received the payment in the amount of $I will fax both documents to Revdex.com and and to MsA***On 2/16/T mobile re bill me again in the amount of $This amount posted it on my account the transaction date was 9/Pls do not closed the complained until MsA [redacted] response and review all the statementsThank you.Sincerely,Ms [redacted] ***

March 24, 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 16, 2017, regarding the above-referenced account T-Mobile does regret any inconvenience to Mr [redacted] in his efforts to obtain his $upgrade rebate T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis program offers new customers a $Reward Card for each new device or tablet that is purchased T-Mobile records indicate on September 30, 2016, Mr [redacted] purchased four new handsetsAs such, Mr [redacted] was eligible for four $Reward CardsDue to inadvertent error, three of the four Reward Card submissions were initially declined however on March 10, 2017, Mr***’s Reward Cards were reprocessed and approvedT-Mobile contacted Mr [redacted] on March 22, via telephone and confirmed that his concerns had been addressedMr [redacted] should receive his Reward Cards within weeksT-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 Martin G [redacted] Executive Response

Tell us why here January 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 19, 2018, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any concerns that Mr [redacted] experienced with his handset purchase and we appreciate the opportunity to respondOn December 18, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone X 64GB for the line ending ***Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ On December 20, 2017, T-Mobile records confirms, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note 64GB line ending ***Accordingly, Mr [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ Due to an inadvertent error, Mr [redacted] ’s original order was never fully processedPlease note, on January 9, 2018, Mr [redacted] received a full refundHowever, on January 12, 2018, T-Mobile placed another for Mr [redacted] wherein he was required to agree to the EIP terms and conditions via email, regretfully the agreement was not signed within the hour time frame which resulted in the order being cancelledFinally, on January 17, 2018, T-Mobile re-ordered the handsets and Mr [redacted] was instructed to accept the EIP terms and conditions via email In an effort to amicably resolve this matter, on January 17, 2018, T-Mobile applied a bill credit of $representing the balance on Mr [redacted] ’s December 19, 2018, billing statementThis credit brought the account balance to zeroIn addition, T-Mobile will apply a bill credit of $at the time the handsets are activatedWe regret 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 [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I Received Phone Calls Just Before The Tmobile Executives Lunch Break Both TimesI Called Back and Was Forced To Leave A Message Which Was Never Given A Courtesy Call Even Letting Me Know They Received My MessageMaking Me Indicate I'm Being Avoided When I First Applied For TMOBILE Late January I Was Paying Over 90$ For Phone Service Which Was Supposed To Be $Which Doesn't Even Reflect In My RecordsThis Is Absolutely Ridiculous And Will Be Taking Other Actions And Will No Longer Be A Customer With Tmobile If Not Looked Into ASAP

September 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Ms [redacted] with regards to a recent transaction at one of our T-Mobile store locations Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms***’ recent contact with our retail location Please be advised that from August 1, through August 24, 2017, T-Mobile customers were eligible to can get a an Alcatel ATablet at no cost after promotional Equipment Installment Plan (“EIP”) bill credits when they purchased it on EIP and used the tablet with a Mobile Internet (“MI”) plan of gigabytes or higher T-Mobile records show that on August 11, 2017, Ms [redacted] took advantage of the offer, purchased an Alcatel ATablet under EIP and added a MI plan of which included unlimited data at the monthly cost of $ Please note at the time of the transaction, T-Mobile provided a 14-day return period which allowed Ms [redacted] to use the equipment to see if it meets her needs During the return period, if the equipment is not acceptable, it can 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 purchase As Ms [redacted] was beyond the above period at the time she attempted to return her tablet at the retail store, we were not able to accept it back On September 18, 2017, in an effort to amicably resolve this matter, although Ms***’ Alcatel ATablet was free after bill credits, we closed out the remaining EIP and cancelled the MI line associated with the tablet Please note that Ms [redacted] is not required to return the Alcatel ATablet back to T-Mobile 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 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 Cesar R [redacted] Executive Response

Revdex.com: I have sent the phone back with the tracking number of [redacted] Thank you for your helpI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

September 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 September 25, 2015, regarding the above-referenced accountT-Mobile regrets any concerns to Ms [redacted] regarding our JUMP! On Demand programT-Mobile records confirm that on September 19, 2015, Ms [redacted] processed a JUMP! On Demand for her Apple iPhone 6S handsetMs [redacted] was not required to make a capital cost reduction payment but agreed to a series of lease payment in the amount of $Upon speaking with Ms [redacted] , she stated that she did not want to process a JUMP! On Demand program, she wanted the handset on a regular Equipment Installment Plan (EIP)T-Mobile regrets any confusion to Ms [redacted] regarding our equipment programsOn September 25, 2015, Ms [redacted] was sent a return shipping label to return her new iPhone 6S to T-Mobile under the equipment return periodMs [redacted] also advised T-Mobile that her current Apple iPhone has physical damage to the screen, which would make the handset ineligible for trade in creditMs [redacted] will need to file a claim with [redacted] , our third party equipment protection company, to be able to receive a non-damaged deviceThe deductible for the iPhone is $Upon receiving the new claim, Ms [redacted] would be able to trade in her iPhone for trade in credit or participate in the JUMP! Program for a credit of the remaining EIP balanceIn an effort to amicably resolve this matter, on September 29, 2015, T-Mobile offered Ms [redacted] a credit of $towards her account balance due for October 16, Ms [redacted] stated she needed more time to decide if she would like to accept this credit as a resolution to this matterMs [redacted] may contact me at the number provided below by October 29, 2015, to accept 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 [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to clarify in the T-Mobile response, that our iPhone was submitted to T-Mobile through one of their storefrontsI have attached the paperwork they gave to us showing they took itI would also like to add that I did cancel the entire account in July (explicitly telling the customer service representative that I would be ending ALL linesI also explicitly asked for confirmation, but T-Mobile only gives oral confirmation that the lines were canceledWhich I obviously cannot trust)I even lost online access to the accountHowever, it appears that T-Mobile only actually cancels the line if you port it over to a new serviceSince we were letting one expire completely (our grandmother didn't use her phone anymore) it seems it was never canceledThis is extremely concerning to me as a consumer that simply because the line was not going to a new service, it took me months to get it canceledT-Mobile needs to at least produce some kind of email or mail confirmation after adjustments to service have been madeOtherwise, I have to simply trust that whoever I spoke to was honest and wrote notes in the account about what was requestedI would suggest to anyone canceling their lines, to head in to a local T-Mobile store and confirm what you requested was actually executedAsk to see it in the systemThe chat and phone customer service is unreliable Sincerely, [redacted]

Complaint: [redacted] Dear Sir/Madam:I apologize for not being able to response this complaint due to travellingI found the case has been closed and I am not able to add my responseSo I would like to response through emailThe explanation of root cause from T-Mobil is inaccurate: “According to our records, on November 1, 2016, Mr [redacted] activated the mobile internet line ending in ***On November 23, 2016, Mr [redacted] activated the voice line ending in ***Please be advised that the line ending in [redacted] is an add-on-line on the account and it is charged an additional $per monthThe mobile internet line ending in [redacted] is subscribed to our Simple Choice North America MI GB rate plan for $per monthRegrettably, Mr [redacted] is only eligible for the Friends and Family lines On Us promotion under the mobile internet line ending in ***, as the line of service ending in [redacted] was not activated during the promotional timeframeNonetheless, a review of the account confirms that both lines were successfully enrolled into the Friends and Family lines On Us promotion“My response: The line ending [redacted] was purchased and activated together with the line [redacted] through calling T-mobil representative within promotion periodOf cause, I have to wait for the sim cards mailed by T-mobil to me in order to physically activating my phoneThere is no way for me to physically activate the phone without sim card on the same day when I added the lineFurthermore, I called T-mobil on Dec 22, and Jan and all representatives told me that I was in the two line free promotionI agreed with the resolution proposed if my understanding is correct, i.e., the total monthly cost for the plan should be $+ fee + tax (excluding equipment cost), and Tmobil representative called me and she was very niceI satisfy with the outcomeHowever, I need to wait the next monthly bill for confirmationI will update you the outcome once the next monthly bill is available Thank you so much for your help and sorry for this late response.Best regards, [redacted] **

April 19, 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 Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 19, 2016, regarding the above-referenced numberPlease be advised that T-Mobile records indicate the account holder of record is [redacted] and has allowed T-Mobile to discuss this matter with Ms [redacted] who is not authorized on the accountT-Mobile regrets any inconvenience caused to Ms [redacted] in regards to money being debited from her debit card via Auto-Pay from Ms [redacted] ’s prepaid T-Mobile accountPursuant to T-Mobile policy, customers can only sign up for Auto-Pay through their My T-Mobile account as well as directly through our Prepaid Refill Center T-Mobile records indicate that Ms [redacted] ’s prepaid T-Mobile account is not currently signed up for Auto-Pay; therefore, a direct debit is not activeOn April 12, 2016, T-Mobile spoke with Ms [redacted] and advised that her debit card is not set up as an Auto-Pay option on Ms [redacted] ’s accountMs [redacted] understood and was satisfied with the resolutionBased 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, INCCesar R [redacted] Executive Response

November 2, 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 October 21, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding an unauthorized purchase of an Apple iPhone Plus device on his T-Mobile accountPlease be advised that T-Mobile has completed its investigation of this matter, and determined that the allegation of fraud has been substantiatedTherefore, Mr [redacted] has been absolved of all financial responsibility for the equipment purchased on June 24, 2017, on his account T-Mobile spoke with Mr [redacted] on October 26, 2017, and confirmed that his account has been cancelled and reflects a zero balanceMr [redacted] was satisfied with the resolution to 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Amor M [redacted] Executive Response

September 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 September 14, 2017, regarding the above-referenced account We are pleased to report that we have resolved the matter to [redacted] satisfaction T-Mobile records confirm that [redacted] is using a non-T-Mobile device It should be noted that while an unlocked device from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers Historically, the basic functions of the unlocked devices worked on our network; however, certain advanced features may work sporadically or not at all We regret any inconvenience [redacted] has experienced For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device However, as a gesture of goodwill, on September 17, 2017, T-Mobile issued two T-Mobile branded devices to [redacted] at no cost We regret any inconvenience to [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 David T [redacted] Executive Response

August 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 August 1, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding coverage and the final monthly billing statement T-Mobile records confirm on November 3, 2006, Ms [redacted] activated her account Please note on March 26, 2015, T-Mobile sent Ms [redacted] a CellSpot Router to assist with in home coverage This router is available for Ms [redacted] to use as long as she remains a T-Mobile customer Upon cancelation of service, the router must be returned to T-Mobile If not returned, Ms [redacted] will be billed a $non-return fee plus taxes It is also important to note on June 25, 2016, Ms [redacted] purchased a Samsung Jdevice and Samsung accessories on T-Mobile’s Equipment Installment Plan (“EIP”) Regrettably, on April 26, 2017, Ms [redacted] cancelled her T-Mobile account when she ported her lines to a new carrier Ms [redacted] ’s final monthly billing statement was in the amount of $and consisted of monthly access charges, EIP charges, and fees and taxes for the billing period from March 27, through April 26, On May 22, 2017, a non-return fee plus taxes for the CellSpot Router was billed to Ms [redacted] ’s account bringing the balance to $ On May 27, 2017, T-Mobile received a payment in the amount of $bringing the balance to $ A revised billing statement was sent to Ms [redacted] in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for the remaining balance owed for the Samsung Jdevice and Samsung accessories On June 3, 2017, T-Mobile confirmed the CellSpot Router was returned and a credit in the amount of $was issued to the account bringing the balance to $ Please note T-Mobile does not have record that we advised Ms [redacted] to not pay the amount of $ As T-Mobile did not receive payment, on July 25, 2017, the account was referred to a third party collection agency In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $ Additionally, 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 it can take up to days for the change to reflect on Ms [redacted] ’s credit report Ms [redacted] ’s account remains closed with a zero balance T-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 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 Jennifer G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I have been told at least five times over the last months that I would be fully refunded, yet this has not been done I was always told to wait to business days with no response after waiting that time.I received a call from the Tmobile "Office of the President" on 3/13/ Dianna asked pleasantly if I could return her call and she would call me back at her earliest convenience After numerous attempts on 3/(including within hour of her original call), 3/14, 3/15, 3/16, and 3/I received no responseWhen I phones on 3/20/I got a message stating that Dianna would be out of the office for the entire week of 3/20/There was a number for college of hers Chris that could be reached, but he also never returned any calls.It appears that Tmobile is stating that they wish to resolve this issue, but does not actually want to resolve it or I would have received a call from them.In the written response, they state that I was able to access the network This is true, but the service was bad in most areas and in general I was unhappy with call quality and data coverage I also stated that I was unhappy with the customer service, which was not addressed.I was given contradictory, conflicting, or completely wrong information regarding company policies from nearly everyone I talked to either on the phone, at a store, etc This was the biggest reason that I wished to end my relationship with the company I was told on every occasion, however, that I would receive all money back that I had paid, which has not happened.The written response states that I was sent to collections in February but it was then rescinded This does not tell the whole storyPlease see the attachments including a letter dated 12/24/from tmobile stating that I would be sent to collections if I didn't pay within days This is the that I did not owe them, as admitted in the letter I also attached a letter from convergent debt collection services dated 12/23/stating that I was already in the process of collections, approximately months earlier that Tmobile stated in their responseWhen I called them regarding this I was told that I was not yet sent to collections, but the representative was surprised to hear that I already received a letter from ConvergentI find it unacceptable that I was promised one thing (receiving all money paid back) and then through the course of months and multiple hours of work, I have not yet achieved this If it was not for my work to point out these errors and push for their resolution, my credit and reputation would be tarnished through no fault of my own To me, it is difficult to trust a company that tells me to be patient while their mistakes are being resolved, promises call backs that are never given, refers customers to collections over their company's errors, and promises to refund money and does not do that Sincerely, [redacted]