T-Mobile USA

May 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 April 20, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced regarding his handsetT-Mobile records indicate that on December 2, 2015, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device which expired on December 2, Our records show that on November 15, 2016, Mr [redacted] subscribed to our JUMP! feature which provides customers all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period Please be advised that physical damage is not covered under the extended warranty, therefore Mr***’ handset would need to be replaced through the handset insurance before it would be considered eligible for a JUMP! upgradeIt is also important to note that in order to take advantage of our JUMP! upgrade, the account must be in good standingT-Mobile records confirm that on April 12, 2017, Mr [redacted] made a payment in the amount of $The payment covered a portion of Mr***’s billing cycle from February 19, 2017, through March 18, 2017, due April 11, 2017, in the amount of $which included monthly recurring charges, taxes and fees, and a past due amount of $ As we want to ensure that our customers are provided the best experience possible, on May 1, 2017, T-Mobile offered to replace Mr***’s Note with a new Samsung SMr [redacted] has declined our offer due to wanting to us his JUMP! upgradeT-Mobile has set a follow up with Mr [redacted] on May 5, 2017, to process the JUMP! upgrade 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

December 19, 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 December 14, regarding the above-referenced account T-Mobile regrets to hear that Ms [redacted] has concerns regarding the account Upon speaking with Ms [redacted] she confirmed that any concerns she had regarding charges for financed equipment have been successfully resolved Additionally, on December 16, 2016, T-Mobile issued a bill credit to the account for $as a gesture of goodwill The account remains open with a balance of $ We regret any inconvenience to Ms [redacted] In respect to the $delinquency on Ms [redacted] ’s credit file that she references in her correspondence, please note that this is in regard to T-Mobile account [redacted] and not Ms [redacted] ’s current account which is referenced above T-Mobile records reflect that this account was opened on June 16, 2011, at which time Ms [redacted] agreed to a twenty-four month contract which stipulated an early termination fee of up to $should she cancel her service prior to June 16, On January 26, 2010, the service was cancelled when Ms [redacted] ’s mobile number was ported to another wireless carrier at her request As such, when the final billing statement was issued on February 11, 2010, an early termination fee of $was applied to the account After unsuccessful attempts to collect on the account, the account was referred to a third party collection agency While T-Mobile would not report any delinquency to any credit reporting agency, the collection agency may Nonetheless, in an effort to amicably resolve the matter, on December 16, 2016, T-Mobile issued a credit to the account for $ Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information that may have been reported to the credit bureaus regarding this debt Please note that it may take up to days for Ms [redacted] ’s credit report to reflect the change Based upon 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

I'm writing you to let you know that the complaint [redacted] has been meanwhile positively resolved by the companyI thank you for being there, as without you I'm sure the company wouldn't have responded so fast and favorably to me Regards, [redacted]

January 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: Dr [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 3, 2017, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Dr [redacted] satisfactionT-Mobile regrets any concerns that Dr [redacted] has experienced regarding her accountOur records confirm that on May 1, 2014, Dr [redacted] purchased a Samsung Galaxy ShandsetBy purchasing T-Mobile equipment, Dr [redacted] received a one-year Limited Warranty provided by SamsungPlease note that Dr [redacted] warranty for her Samsung Shas since expired and as such Dr [redacted] was not eligible to receive a replacement handsetAs such, our records confirm that on October 10, 2016, Dr [redacted] upgraded to a Samsung Galaxy ShandsetT-Mobile is pleased to hear that Dr [redacted] now has a working handsetThereafter, on October 31, 2016, Dr [redacted] visited a retail location and took advantage of our “Tablet on Us” offering with the purchase of an Alcatel Pop devicePlease note that qualifying customers who added a new mobile internet line and purchased a qualifying tablet on an interest-free Equipment Installment Plan (“EIP”), qualified to receive –monthly promotional bill credits equal to the cost of the monthly EIP payment of the tablet device, resulting in customers having received the tablet for free at the end of the 24-month EIPWe regret if Dr [redacted] was not properly apprised of the important details of the promotionIt is very important to note that as of the time of Dr [redacted] tablet purchase, T-Mobile provided a 14-day return period which allowed Dr [redacted] to use the equipment to see if it meets her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the new line of service and EIP agreementHowever, our records confirm that through an agreement with the Retail Store Manager, Dr [redacted] return period was extended to December 14, Regrettably, as Dr [redacted] tablet was returned to the store on December 30, 2016, it was outside of the return period and therefore could not be acceptedWe sincerely regret any miscommunication regarding the allotted return periodAs a courtesy to Dr [redacted] , and in an effort to amicably resolve this matter, T-Mobile has removed the remaining balance owed for the Alcatel Pop device, in the amount of $In addition, per Dr [redacted] request, T-Mobile has cancelled the mobile internet line ending in [redacted] and reimbursed all costs incurred for the line ending in [redacted] and the Alcatel Pop device EIP payments, in the amount of $Dr [redacted] revised account balance is $43.51, which is due by January 25, Dr [redacted] confirms that this matter is now resolvedPlease 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 Dr [redacted] 's recent contact with our Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

March 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 March 4, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] may have experienced with his accountT-Mobile records indicate Mr [redacted] account was canceled on September 22, 2015, per his request at that time T-Mobile sent Mr [redacted] his billing statement which reflected a balance of $Please be advised Mr [redacted] ’s account was canceled on that day but that was not his final billing statementOn October 21, 2015, T-Mobile received a payment of $On October 22, 2015, T-Mobile sent Mr [redacted] his final billing statement in the amount of $which was for his final Equipment Installment Plan (“EIP”) balance for an Alcatel Evolve handset that was purchased on May 21, EIP is an installment plan which allowed Mr [redacted] to pay his phone in monthly installments for monthsOn December 18, 2015, after unsuccessful attempts to collect on the outstanding balance, Mr [redacted] ’s account was transferred to Diversified Consultants Inca third party collection agencyOn January 25, 2016, T-Mobile received a payment in the amount of $which brought the account to a zero balancePlease be advised it may take 48-hours for the collection agency’s file to be updated when payment is made with T-MobileOn January 26, 2016, T-Mobile received a payment of $from Diversified Consultants Incon Mr [redacted] ’s behalfDiversified Consultants Inchas since returned the payment to Mr [redacted] ’s credit card usedMr [redacted] ’s account remains closed with zero balanceOn February 29, 2016, Mr [redacted] contacted T-Mobile to dispute the payment he made with the collection agencyTo assist T-Mobile in further investigating Mr [redacted] ’s concerns regarding the additional payment T-Mobile requested proof of paymentUpon review the payment was refunded by the collection agency and Mr [redacted] was not due any additional refundOn March 10, 2016, upon speaking to Mr [redacted] , we advised that in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile will remove the account from third-party collections and instruct 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 Mr [redacted] ’s credit report to reflect the changeMr** [redacted] was satisfied with this 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, INCRobert R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: nobody reached out to me to assist me with this account, I did have a payment return back in january however that was due to confusion because I had paid with a credit card not knowing they ach'd my account therefore I double paid and when tmobile realized this they issued me a credit of the restoral fees not because they were trying to be nice but because they made a MISTAKE! then they set me up on auto pay and again took me off without me knowing and did not process the payment they were supposed to which is why again they removed the restoral fees because of yet again another mistake made by tmobileAdditionally I did not request all the services you stated I have, I just found out that more services were added to my account without my knowledge and in the last months that I have been calling NOBODY, NOT ONE PERSON could tell me why my bill was sooooooooooo high until I talked to a gentlemen this morning and he was EXTREMELY helpful in explaining exactly where the charges came from and helped me to understand itMy new bill is $and I have an arrangement to pay $on 4/and the remaining $on 4/- my services were again cut this morning after tmobile did NOT process the auto payment I had setup so I hope I dont get an additional $in restoral fees added because I will be highly upset againI dont feel like anyone helped me thru this Revdex.com complaint and all I received was an email that stated a gentleman would call me and he never didHe then sent me an auto reply to my email to him, this is just insane all the problems I have faced in the last months after having service for years with this companySeriously rethinking if I even want to stay with Tmobile Sincerely, [redacted]

June 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account We regret any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to work with him in resolving his concerns T-Mobile records confirm that as of May 8, 2016, Mr [redacted] is subscribed to the T-Mobile ONE, promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that under this promotional plan the third line has a cost of $and any additional lines added after the third are $each per monthT-Mobile records indicate that line ending in [redacted] is subscribed to the optional $Premium Handset Protection (“PHP”) featureT-Mobile records indicate that line ending in [redacted] was transferred from an existing T-Mobile account as of May 23, 2017, and due to an inadvertent error the PHP feature did not transfer with the line In an attempt to reach Mr [redacted] at the primary line ending in [redacted] on June 17, 2017, T-Mobile got in contact with [redacted] who is listed as an authorized user on Mr***’s accountMr [redacted] indicated he was driving and agreed to allow the conversation with Ms [redacted] T-Mobile has clarified the T-Mobile ONE promotional plan is advertised as a plan including unlimited voice, messaging, and high-speed data service, plus a variety of Un-Carrier benefits to postpaid customers, with all taxes and fees included in the priceUnfortunately, additional features such as insurance are not included within this plan and result in a charge on top of the quoted $for the plan In order to amicably resolve Ms [redacted] concern T-Mobile has agreed to add the PHP insurance to line ending in [redacted] which has a cost of an additional $per monthT-Mobile records indicate that as of June 18, 2017, Mr [redacted] added a third line of service resulting in a monthly recurring charge of $including the above referenced services Please note that AutoPay 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 AutoPayAnother benefit of AutoPay is that it provides customers such as Mr [redacted] who are on the T-Mobile ONE plan the opportunity to take advantage of a $discount per line as long as AutoPay remains activeMr [redacted] may activate AutoPay via myT-Mobile.com 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 Thania R [redacted] Executive Response

Revdex.com:I have reviewed the response made by T-Mobile in reference to complaint ID [redacted] , and find that this resolution is satisfactoryI am very grateful for the executive response team at T-Mobile for being ever kind and reasonableIm also grateful for the role of The Revdex.com for mediating this confusionThis case is closedSincerely, [redacted] ***

March 10, 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 8, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Mr [redacted] satisfactionT-Mobile regrets any coverage concerns that Mr [redacted] has experienced which led to the cancellation of his accountIt is very important to note that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that Mr [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] on July 13, 2015, with the purchases of a Samsung Galaxy Note and an LG GhandsetIn addition, T-Mobile records indicate that Mr [redacted] agreed to an EIP for the mobile numbers ending in [redacted] on April 29, 2015, with the purchases of a two Samsung Galaxy S6’s and a Samsung Galaxy Tab SWhen the account was canceled on December 23, 2015, the remaining EIP balance of $was accelerated and posted to the final billing statement dated January 2, It is T-Mobile's position that the remaining EIP balance is valid and owedOur records confirm that when the Tab S was activated on April 30, 2015, it was under our Match Your Data rate plan which allows for our customers to pay only $per month to have their tablet’s data plan match that of their cell phone data plan, up to 5GBIn Mr [redacted] case, as his handsets had unlimited data, he was able to receive 5GB of data for $per monthT-Mobile regrets any concerns that Mr [redacted] experienced regarding the specifics of his mobile internet rate planAs Mr [redacted] indicated that he returned the handsets to T-Mobile, we investigated this matter furtherIn doing so, we were able to confirm receipt of the two Samsung Galaxy Shandsets, although we have not received the other three devicesPlease note that our records indicate that on July 13, 2015, Mr [redacted] upgraded the Samsung Galaxy Shandsets on both of his lines of service to a Samsung Note and an LG GhandsetAt the time that the upgrade transaction took place, Mr [redacted] owed a remaining balance of $on each of his Samsung Galaxy Shandsets, but traded the handsets in to T-Mobile for tracredit totaling $Please note that a portion of the tracredit, totaling $was applied to the in-store upgrade transaction, while the remaining tracredit of $was applied to Mr [redacted] account, which paid Mr [redacted] billing statements dated July 2015, August 2015, and a portion of the September billing statementUpon speaking with Mr [redacted] , T-Mobile advised that we were able to locate two of the five handsets, and explained that the two Samsung Galaxy Shandsets were traded in to T-Mobile, and the tracredit was applied to the account balanceMr [redacted] advised that he was under the impression that the two Samsung Galaxy Shandsets would be paid off in full when returned to T-MobileT-Mobile confirmed that we do have a JUMP! program, which works similarly to how Mr [redacted] thought that his upgrade worked, but he would not have been eligible to use JUMP! as he was not a JUMP! subscriber and hat not paid off half of the handset, as JUMP! would have requiredAs such, in an effort to amicably resolve this matter, T-Mobile offered to allow Mr [redacted] to return any remaining devices to T-Mobile in order to have the remaining EIP balances removedMr [redacted] advised T-Mobile that he tradhis LG Gand Samsung Note to his new carrier for trade- in credit, although he does have the Samsung Tab S, which he agreed to return to T-Mobile in good and working condition, within days, for credit totaling $T-Mobile recommends that Mr [redacted] requests a return tracking number when shipping the equipment back to T-Mobile and that Mr [redacted] retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr [redacted] please include the device, battery and charger, as wells as his account information within the box to ensure that he receives the proper credit upon receipt of the deviceAs an additional courtesy to Mr [redacted] , T-Mobile issued credit totaling $1,to his account for the difference in what was owed on his Samsung Galaxy Shandsets at the time of his upgrade, and the tracredit that he was provided for the transaction, as well as a portion of the remaining balances owed for his other two devicesPlease note that Mr [redacted] remaining balance is $1,390.19, and T-Mobile has placed the account on hold through June 1, 2016, to allow Mr [redacted] additional time to remit paymentIf payment in full is not received by June 1, 2016, the account will resume collection activityMr [redacted] has accepted this offer as resolution in full to his concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionIf you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

July 6, 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 26, 2017, regarding the above-referenced accountAs previously advised Mr [redacted] is an authorized user on the above-referenced account T-Mobile regrets any continued promotional concerns Mr [redacted] has experiencedAs stated in our letter to your office dated June 26, 2017, Mr***’s four lines of service were subscribed to our T-Mobile ONE rate plan with two lines for $and $per additional line of serviceFurther, Mr***’s account was enrolled in our Friends & Family offer, reducing his monthly cost to $for the four lines of service plus applicable taxesT-Mobile regrets if this was in anyway unclear to Mr*** Further, also as stated in our previous letter, our Magenta Port-In, Apple Black Friday, and Carrier Freedom offers were not stackableFollowing a conversation with Mr [redacted] on July 5, 2017, T-Mobile offered the following resolutionAs Mr [redacted] was enrolled in the Black Friday offer for mobile number ending 2607, the account will continue to receive monthly promotional credits provided the account maintains an eligible rate plan, going forward With regards to Mr***’s mobile number ending ***, as previously stated, Mr [redacted] was issued a tracredit of $Further, T-Mobile offered to close the associated Equipment Installment Plan (“EIP”) of the iPhone in the amount of $This offer was accepted, and Mr [redacted] will no longer be billed the monthly EIP associated with the iPhone handset for mobile number ending ***As a courtesy, T-Mobile also offered to issue prepaid a refund card in the amount of $towards the Magenta Pooffer associated with mobile number ending ***, which was also accepted, for a total compensation of $for mobile number ending *** Regarding Mr***’s mobile number ending ***, a Carrier Freedom submission request was not receive by T-MobileT-Mobile offered to honor the Magenta Pooffer, in the form of a $prepaid card issued to the billing address of the accountThis offer was acceptedLastly in an effort to fully resolve Mr***’s concerns, T-Mobile offered to change Mr***’s rate plan to our T-Mobile ONE Taxes Included rate plan with two lines for $130.00, and $per additional line of service, and enroll his account in our Insider Hookup which provides a percent monthly discount in lieu of the Friends & Family offerThis offer was accepted, and Mr [redacted] is aware that the Friend & Family offer was forfeitedPlease note that Mr***’s account is enrolled in our AutoPay feature, and is eligible to receive a $per line of service per month creditGoing forward, Mr [redacted] can expect monthly access charges of $including taxes, plus the remaining EIP for the iPhone handset associated with mobile number ending T-Mobile regrets any inconvenience to Mr***, and we appreciate the opportunity to resolve his concern amicably 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 Ronnie A [redacted] Executive Response

February 21, 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 7, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Ms***’s concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] has experienced with regards to the cancelation of her T-Mobile accountAs Ms***’s account was billed by a system known as “bill current”, Ms [redacted] was sent a billing statement dated February 22, 2017, for services from January 21, through February 20, 2017, which totaled $Due to an inadvertent error, Ms***’s account was not canceled during the time frames in which she requested cancelation of the account T-Mobile records conform that Ms***’s account was canceled on February 1, As Ms [redacted] cancelled her service in the middle of the billing cycle, her final billing statement should be created and mailed to her after February 24, In an effort to amicably resolve Ms***’s concerns, T-Mobile has agreed to place an adjustment toward the account in the amount of $32.90, bringing the account to a zero balanceMs [redacted] will no longer be financially responsible for the account balance as T-Mobile will ensure that the account remains closed with a zero balanceT-Mobile regrets any inconvenience caused 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 Lupe C [redacted] Executive Response

November 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 November 25, 2016, regarding the above-referenced accountT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] was having issues with her serviceAs Ms [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayLikewise, T-Mobile regrets Ms***’s concerns regarding the return of her T-Mobile Signal Booster devicePlease note that the T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their homeThe Signal Boosters are T-Mobile owned devices and are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the accountOur records indicate that on July 25, 2016, Ms [redacted] was provided with a T-Mobile 4G LTE Signal BoostersAt that time, Ms [redacted] was assessed a $depositAs Ms [redacted] mentions in her letter to your office, on September 28, 2016, her account was canceled per her requestWhen an account becomes canceled and there is a T-Mobile Signal Boosters in use on the account, T-Mobile automatically sends a return label for the return of the device as to avoid a non-return feeRegretfully, Ms [redacted] did not receive the return labels sent to the address on fileAccordingly, T-Mobile agreed to provide a return label via emailAs the device had not been received timely, Ms [redacted] was assessed a $non-return fee and applicable taxesHowever, we are pleased to report that on November 25, 2016, T-Mobile waived the $non-return fee to zero as the return tracking number for the Signal Booster had been receivedAdditionally, T-Mobile issued a $refund to Ms [redacted] which is equal to the above mentioned $depositPlease allow seven to ten business days for deliveryIt is important to note that Ms***’s account remains closed with a zero balanceT-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, INCAlberto V [redacted] Executive Response

August 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No[redacted] T-Mobile Prepaid Noxxx-xxx- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 28, 2016, regarding the above-referenced prepaid numberT-Mobile is happy to report we have resolved this matter to Ms [redacted] satisfactionT-Mobile sincerely regrets any concerns Ms [redacted] has experienced regarding her prepaid accountPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, Ms [redacted] refund request on May 3, 2016, was declinedNevertheless, in an effort to amicably resolve this matter, on July 29, 2016, T-Mobile refunded $to the address provided by Ms [redacted] upon speaking with herPlease note it may take seven to ten business days to receive the refund in the form of a prepaid debit cardUpon speaking with MsCanty, she accepted this as resolution to her concernBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCZachary S [redacted] Executive Response

September 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 August 26, 2017, regarding the above-referenced account T-Mobile appreciates being given the opportunity to review and address Mr [redacted] ’ concerns regarding the above-mentioned accountAfter careful review, we have confirmed that Mr [redacted] ’ account incurred international calling charges from June 15, through August 14, as the international calls went across the T-Mobile networkPlease note that while applications may be available through the App store, T-Mobile is unable to guarantee the functionality of the applicationFurthermore, it is very important that any dialing instructions be followed preciselyIf a call is made by entering the on-device phone book and pressing send, that call goes across the T-Mobile network and not through the applicationAs such, it is also important that when using third-party calling applications, that customers not enter their on-device phone books Upon speaking with Mr [redacted] on August 28, 2017, T-Mobile confirmed that the international charges were considered valid as the T-Mobile network was used to place the callsMr [redacted] was also advised that we are unable to guarantee any third-party services or honor what they offerNevertheless, as a one-time courtesy, Mr [redacted] received an account credit in the amount of $to cover the international charges on the billing statement dated August 15, 2017, leaving a credit balance of $ Additionally, Mr [redacted] opted to add the Stateside International feature for $per month on the line ending in ***The Stateside International feature provides calling and texting to other countries from the U.S at a discounted rateWe apologize for any inconvenience this matter has caused 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 Felicia P [redacted] Executive Response

April 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets any inconvenience that Mr [redacted] experienced regarding his handset replacementT-Mobile records confirm that on February 1, 2016, Mr [redacted] reported physical damage to his handsetPlease note that physical damage does void the Limited Warranty and Mr [redacted] was referred to Assurant Solutions (Assurant) to process an insurance replacementHowever, rather than having Mr [redacted] complete the equipment replacement through Assurant, Customer Care processed an upgrade and billed the total cost of the handset to Mr [redacted] ’s account and requested that the damaged handset be returned to T-MobileT-Mobile records confirm that on March 25, 2016, T-Mobile issued a credit in the amount of $and has confirmed the return and removal of the equipment charge on March 28, Please note that Mr [redacted] ’s account remains active with a balance of $Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I am a loyal customer and should be compensated as soNot happy til done so Sincerely, [redacted] ***

April 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 April 3, 2017, 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 letter T-Mobile appreciates the opportunity to respond to Ms [redacted] regarding her account concernsOur records reflect that Ms [redacted] activated her service on July 2, 2016, and attempted to take advantage of our Carrier Freedom offering whereby not only are early termination fees reimbursed, but also accelerated equipment installment balances up to $per deviceThe most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the deviceAs can be expected, there are several eligibility requirements; some of these requirements were met and others were notPlease note that as this is a reimbursement program T-Mobile recommends that Ms [redacted] make arrangements for payment with her other service provider T-Mobile records reflect that Ms [redacted] traded in an iPhone 6s Plus 16GB and received a trade in credit in the amount of $355.00, which was applied to her T-Mobile account on July 21, Per the promotional requirements, a copy of Ms [redacted] ’s previous carrier’s final billing statement was required in order to qualify for any remaining reimbursementUpon further review, T-Mobile was unable to locate any submission of Ms [redacted] ’s previous carrier’s final billing statement and as such, no additional reimbursement was processed T-Mobile records indicate that the mobile number ending in subscribes to our JUMP! featureJUMP! provides customers like Ms [redacted] all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!with no waiting periodT-Mobile records indicate that Ms [redacted] qualifies for our JUMP! offering however, based on her personal credit she is required to make a down payment at the time of purchase when financing a device on EIP Please note that Ms [redacted] is eligible add up to four additional lines of service with no deposit requiredIt is important to note that in order for customers to add an additional line of service or take advantage of our EIP offering her account must be current and in good standingUpon a review of Ms [redacted] ’s account T-Mobile could not locate any record of her being declined to add an additional line of service As a gesture of goodwill T-Mobile will allow Ms [redacted] to submit a copy of her previous carriers billing statement reflecting the final equipment balance owed to process her Carrier Freedom reimbursementShould Ms [redacted] choose to accept this offer or if she has any additional questions she may contact me directly at the phone number listed belowPlease note that T-Mobile will honor this offer up to days from the date of this letterShould Ms [redacted] like to add an additional line of service or take advantage of our JUMP! features she may contact T-Mobile at 800-937-or visit a T-Mobile retail locationT-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 Robert R [redacted] Executive Response

June 10, 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 30, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Mr***’s satisfactionWe are sorry to hear that Mr [redacted] had concerns with his final balanceOur records confirm that on October 26, 2015, Mr [redacted] activated his T-Mobile service with four lines on our Simple Choice Unlimited Calling, Unlimited Texting10GB rate plan for $per month plus taxes and fees which included 10GB of mobile data per lineMr***’s first billing statement dated October 27, 2015, totaled $and consisted of monthly recurring charges plus taxes and fees for the period of October 27, 2015, through November 26, It is important to note that this billing statement was paid in full on November 2, 2015, when Mr [redacted] remitted payment in the amount of $Mr***’s second billing statement dated November 27, 2015, totaled $which consisted of monthly recurring charges, international calling charges, plus taxes and fees for the periods of November 27, 2015, through December 26, Please note that this statement was paid in full in the amount of $on December 17, 2015, when Mr [redacted] remitted payment to T-Mobile; however, a portion of this payment was reversed and Mr [redacted] ended up only remitting payment totaling $leaving $of this bill unpaidMr***’s final billing statement dated December 27, 2015, totaled $which consisted of monthly recurring charges plus taxes and fees for the period of December 27, 2015, through January 26, Please note that in addition to the final billing statement, Mr [redacted] was charged a returned payment fee of $including taxes for the above mentioned reversed paymentT-Mobile records confirm that Mr [redacted] canceled his account on December 27, 2015, when he ported his mobile numbers to another service providerMr***’s billing cycle ran from the 27th of one month to the 26th 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 through January 26, It is important to note that the portion of the unpaid November 27, 2015, billing statement of $109.43, in addition to the unpaid December 27, 2015, billing statement of $and the returned payment fee of $came to a grand total of $and is considered valid and owedOur records confirm that due to continued non-payment, on April 26, 2016, Mr***’s account was transferred to third party collection agency Diversified Consultants Incto attempt to collect payment for the past due balance, and a one-time fee of $was assessed bringing the total balance to $Please note that when an account is transferred to a third party collection agency, a fee may be assessed and is typically based on a percentage of the past due balanceAs Diversified Consultants Incwas unsuccessful in collecting the delinquent balance, on May 3, 2016, Mr***’s account was transferred to Enhanced Recovery Company where it remainsIt is our position that the balance of $remains valid and owedHowever, in an effort to amicably resolve this matter, on June 8, 2016, T-Mobile contacted Mr [redacted] and offered to credit the balance in full should he remit payment in the amount of $to which he accepted as full resolution to his concernsMr [redacted] did remit payment to T-Mobile in the amount of $at which time T-Mobile issued an account credit to Mr***’s account in the amount of $Mr***’s account remains canceled with a zero balanceT-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 Mr***’s credit report to reflect the changeT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTaylor B [redacted] Executive Response

May 12, 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 1, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact [redacted] which have proven unsuccessfulAs such T-Mobile will make every effort to address [redacted] ***’ concerns within this letter T-Mobile sincerely regrets any inconvenience [redacted] experienced regarding our iPhone Trade Up promotionOn 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 PlusBeginning 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 a larger memory variant of the iPhone or iPhone Plus were asked to pay $for each memory variant increase T-Mobile records confirm that on September 15, 2016, [redacted] placed an order for an iPhone GB deviceHowever, our records do not confirm any traassociated with the order at the time of creationOn December 8, 2016, Customer Care offered to send a label for return of an iPhone device in effort to honor the promotion Regretfully, on April 14, 2017, [redacted] cancelled the T-Mobile accountAt the time of cancellation, the iPhone device EIP remaining balance became due in full in the amount of $These charges combined with an existing account balance to create a final bill in the amount of $ T-Mobile records do confirm that an iPhone device was received with the supplied trade in labelIn effort to amicably resolve this matter, T-Mobile has adjusted the final billed EIP charges for the iPhone device in the amount of $T-Mobile also adjusted monthly billed EIP charges in the amount of $which was the anticipated trade in credit amount for the returned iPhone deviceThis was a total adjustment of $which was aligned with the maximum offer of the promotion As an additional courtesy, T-Mobile waived the final billed service charges in the amount of $Following the adjustments, the account currently reflects a zero dollar balance and shows as cancelled in good standingLastly T-Mobile confirmed that the IMEI of the iPhone device is not blocked from use on the T-Mobile network Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

September 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 29, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced with making payments toward her accountT-Mobile records confirm that on March 29, 2016, Ms [redacted] made a payment of $to her account with a checkThis payment left Ms [redacted] ’s account at the time with a credit balance of $Further records confirm that on March 31, 2016, Ms [redacted] contacted Customer Care and advised that she had overpaid her account and during this call she requested a refund of $On April 2, 2016, the above payment was returned to T-Mobile as unpaid and therefore the payment was removed from Ms [redacted] ’s account and her request for refund was declinedIt is important to note that Ms [redacted] ’s account is billed in advance and her billing cycle runs from the 19th of the month to the 18th of the following month with payment due on the 11th of the month thereafterPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipIn reviewing Ms [redacted] ’s account, our records confirm that she had set up several payment arrangements which were not metOn April 7, 2016, Ms [redacted] contacted Customer Care and set up a payment arrangement wherein she agreed to pay $on April 21, 2016, and a second payment of $on May 5, Our records confirm that the April 21, 2016, payment of $was successfulHowever, on May 4, 2016, Ms [redacted] contacted Customer Care via our Live Chat, and pursuant to her request the payment method was removed for the second payment of $120.41, which was due on May 5, As such, Ms [redacted] ’s above payment arrangement failed and on May 7, 2016, her account was suspendedAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsOn May 8, 2016, Ms [redacted] contacted Customer Care and set up another payment arrangement wherein she agreed to pay $on May 11, Our records indicate that on May 11, 2016, Ms [redacted] ’s financial institution rejected the payment for insufficient fundsOn May 12, 2016, Ms [redacted] contacted Customer Care and successfully made a payment of $to avoid suspension of her accountAgain on May 12, 2016, Ms [redacted] contacted Customer Care and pursuant to her request another payment arrangement was set up wherein she agreed to pay $141.90, on May 22, Our records confirm that payment was not made on May 22, 2016, as agreed and therefore, on May 24, 2016, Ms [redacted] ’s account was fully suspended for non-paymentOn May 25, 2016, Ms [redacted] remitted payment through our automated system in the amount of $99.01, restoring service to her accountAdditional records confirm that on June 14, 2016, Ms [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $on June 28, 2016, and $on July 12, Our records confirm that both payments were received on the specified due datesFurther review reflects that on July 15, 2016, Ms [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $on July 29, 2016, and $119.86, on August 12, On July 22, 2016, Ms [redacted] ’s July 12, 2016, payment of $was returned as unpaidFurther records indicate that the July 29, 2016, payment arrangement was not metAs such, on August 1, 2016, Ms [redacted] ’s account was again suspended for non-payment, wherein she was unable to place outbound callsOn August 3, 2016, Ms [redacted] called our automated system and set up a two part payment arrangement wherein she agreed to pay $on August 10, 2016, and $on August 24, Our records indicate that when we attempted to process the $payment on August 10, 2016, Ms [redacted] ’s financial institution rejected the payment for insufficient fundsAs such, Ms [redacted] ’s account was suspended on August 13, 2016, for non-paymentOn August 13, 2016, Ms [redacted] contacted Customer Care and remitted payment in the amount of $158.09, and her service was restoredAdditional records indicate that on August 13, 2016, Ms [redacted] set up a payment arrangement wherein she agreed to pay $on August 25, Our records confirm that on August 25, 2016, we attempted to withdraw the payment of $However, the payment was rejected for insufficient fundsAs such, Ms [redacted] ’s payment arrangement failed and therefore on August 28, 2016, her account was cancelled for non-paymentOn August 28, 2016, Ms [redacted] contacted Customer Care and remitted payment for $158.08, restoring service to her accountAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Ms [redacted] ’s account was suspended due to non-payment, she was assessed a valid $restore from suspension fee each time her account was restoredAs such, it is T-Mobile’s position that the restore from suspension fees which were assessed to Ms [redacted] ’s May 2016, June and August billing statements, totaling $including tax, are validPlease 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 informationWe apologize if any of our representatives failed to do so while assisting Ms [redacted] In an effort to amicably resolve this issue, we have applied a credit of $to her account for one-half of the restore fees and taxesThis credit reduced Ms [redacted] ’s balance to $131.99, and she may verify this by visiting www.T-Mobile.comBased 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 [redacted] Executive Response