T-Mobile USA

July 28, 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 July 17, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his equipment returns and appreciates the opportunity to respond to his concerns 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 T-Mobile records indicate that on March 23, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPad Pro 128GB tablet and two Samsung Galaxy SEdge 32GB handsetsAdditionally, Mr [redacted] purchased a Samsung Galaxy S32GB handset on May 23, EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments As Mr [redacted] mentioned in his correspondence to your office on July 17, 2017, he has contacted Customer Care on numerous occasions with concerns about his monthly billing and the return of the devices purchased in March and May of Unfortunately, T-Mobile is not in receipt of the equipment and the devices have never been scanned into our warehouse Upon speaking with Mr [redacted] he was able to provide tracking information and the devices have shown no usage from when Mr [redacted] first contacted T-Mobile with his concerns In an effort to amicably resolve Mr***’s concerns, T-Mobile has agreed to absolve Mr [redacted] of any remaining balance associated with the devices As an additional gesture of goodwill, on July 26, 2017, T-Mobile agreed to reimburse Mr [redacted] for the total amount that he has remitted since purchasing the equipment totaling $2,and will be applied to the billing statement that closes on August 14, The one-time bill credit will leave a credit balance on Mr***s account of $after being applied to Mr***’s current balance of $1, T-Mobile has also applied a collection hold on Mr***’s account until August 31, 2017, to allow adequate time for the bill to reflect the changesT-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 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 Andrew S [redacted] Executive Response

August 13, 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 August 8, regarding the above-referenced account T-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfaction As stated in our previous response, the $JUMP!! Bundle feature includes Premium Handset Protection (“PHP”) The PHP feature is handled by an independent company, Assurant, on behalf of T-Mobile When a customer is subscribed to the above JUMP! feature and they require replacement of a device which has been damaged, lost or stolen, they would then call Assurant and file a claim wherein they would be required to pay a deductible to receive a replacement device PHP claims are not handled by T-Mobile directly and equipment cannot be replaced with PHP at a T-Mobile retail store When Ms [redacted] visited a T-Mobile retail store and received a price quote on new equipment, the quote was for the purchase of new equipment through our Handset Upgrade Program Filing a PHP claim is a separate process than purchasing equipment through JUMP! or through the Handset Upgrade Program without JUMP! As previously advised, when a customer wants to purchase new equipment by either utilizing JUMP! or through the Handset Upgrade Program without JUMP!, and they choose to purchase the equipment utilizing the Equipment Installment Plan, they are required to pay a down payment including the taxes for the entire cost of the new equipment, and then agree to pay the remaining equipment cost in equal installments The down payment collected at the time of purchase is determined by several factors including handset selected, individual account tenure, payment history, and personal credit informationIt remains our position that Ms [redacted] was given appropriate pricing Nevertheless, in addition to the credit of $that T-Mobile applied on July 29, 2015, we have agreed to refund one-half of the JUMP! feature charges which were billed to her account from May 9, 2014, the date of activation, through May 7, 2015, the date of cancelation As such, a prepaid refund card with a balance of $will be mailed to Ms [redacted] within seven to ten business days Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with Customer Care and sales teams 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 [redacted] Very truly yours, T-MOBILE USA, INC Brian W [redacted] Executive Response

October 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 September 19, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulTherefore, we will make every effort to address Ms [redacted] ’s concerns within this correspondence T-Mobile regrets any ongoing billing concerns Ms [redacted] has regarding the above-referenced account and we appreciate the opportunity to provide the necessary detailsT-Mobile records indicate that on October 28, 2014, Ms [redacted] activated her account with mobile numbers ending in and Ms [redacted] is subscribed to the T-Mobile ONE rate plan at a cost of $per month which includes two voice lines of service, unlimited minutes, unlimited messages, and unlimited data at up to 4G/LTE speeds depending on device capabilityIt is important to note that Ms [redacted] is eligible to receive a $reduction per line of service if she is enrolled in the AutoPay feature; which, at this time, T-Mobile records indicate the account is not enrolled in AutoPay T-Mobile records confirm that on August 31, 2015, Ms [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offeringMs [redacted] purchased a Samsung Galaxy Grand Prime for the total purchase price of $plus applicable taxes and feesAt the time of signing, Ms [redacted] was required to remit a down payment in the amount of $102.00; and, she agreed to a series of 24-monthly installment payments in the amount of $Additionally, on July 1, 2016, Ms [redacted] purchased a Samsung Galaxy SEdge Gold handset on an EIP for the total purchase price of $plus applicable taxes and feesAt the time of signing, Ms [redacted] was required to remit a down payment in the amount of $180.00; and, she agreed to a series of 24-monthly installment payments in the amount of $Therefore, Ms [redacted] 's monthly recurring charge was $It is important to note, that as of the date of this letter, the Samsung Galaxy Grand Prime handset has been paid off and will no longer be reflected on Ms [redacted] ’s billing statement moving forward At the time of purchase, T-Mobile provided a 14-day return period which allowed Ms [redacted] to use the equipment to see if it met 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 service and any applicable EIP entered into at the time of the original purchasePlease be advised that by purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsIt is important to note that additional insurance features are available; however, T-Mobile records confirm that Ms [redacted] elected not to add the insurance feature that covers, but is not limited to, liquid or physical damage to the handsetPlease be advised that in Ms [redacted] ’s correspondence to your office she states that she contacted T-Mobile about a defective Samsung Galaxy SEdge handsetT-Mobile records indicate that on January 18, 2017, Ms [redacted] contacted T-Mobile Customer Care about the handset overheating and cracking her screenMs [redacted] was referred to Samsung whom is the manufacturer of the handset to inquire about the options available to her due to not having device protection through T-MobileMs [redacted] may contact Samsung directly at 800-726- In Ms [redacted] ’s correspondence to your office she states that her rate plan was changed without her authorization and that she was double billed in August Please be advised T-Mobile records confirm that Ms [redacted] has changed her rate plan on several occasions and the account was fully verified by her and done with her consentAdditionally, T-Mobile records do not indicate Ms [redacted] was double billed in the month of August It is important to note that Ms [redacted] had a rolling past due balance month over month Please be advised that Ms [redacted] ’s account is billed by a system known as “bill current”, meaning that payment for services are paid in advanceT-Mobile records confirm that Ms [redacted] ’s billing cycle runs from the 29th of one month to the 28th of the following month and is due on the 21st after the bill cycle closes T-Mobile records confirm that Ms [redacted] ’s billing statement dated May 29, 2017, reflected a total balance due in the amount of $Please be advised that $was considered past due and consisted of monthly access charges, applicable taxes, and feesMs [redacted] was assessed $in monthly access charges, as well as applicable taxes and fees for services between May 29, 2017, and June 28, 2017, which was due in full by June 21, Ms [redacted] remitted a payment on June 3, 2017, in the amount of $56.16, and a payment in the amount of $on June 9, Please be advised Ms [redacted] was charged a deposit in the amount of $during this bill cycle for changing the line of service she had from a Mobile Internet line to a voice line of service Ms [redacted] ’s billing statement dated June 29, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in monthly access charges, EIP charges, applicable taxes, and fees for services between June 29, 2017, and July 28, 2017, which was due in full on July 21, Ms [redacted] remitted a payment in the amount of $on July 9, 2017, and a payment in the amount of $on July 16, Additionally, T-Mobile applied an account credit in the amount of $on July 9, Ms [redacted] ’s billing statement dated July 29, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in monthly access charges, EIP charges, plus applicable taxes and fees for services between July 29, 2017, and August 28, 2017, which was due in full on August 21, Ms [redacted] remitted a payment in the amount of $on August 29, Ms [redacted] ’s billing statement dated August 29, 2017, reflected a total balance due in the amount of $Please note that $was considered past dueMs [redacted] was assessed $in monthly access charges, EIP charges, applicable taxes, and fees for services between August 29, 2017, and September 28, 2017, which was due in full on September 21, Please be advised that on August 30, 2017, T-Mobile applied a one-time courtesy credit in the amount of $100.00; and that Ms [redacted] remitted a payment in the amount of $on September 18, 2017, and a payment in the amount of $on September 22, 2017, which resulted in a balance due of $ As such, as a means to amicably resolve Ms [redacted] ’s concerns, T-Mobile is offering to apply a one-time courtesy account credit in the amount of $Additionally, T-Mobile is offering to replace Ms [redacted] ’s handset at a cost of $which is the price of the deductible should Ms [redacted] carry insurance on her handsetShould Ms [redacted] wish to accept this offer, she may contact me directly at the number listed below no later than October 13, Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

August 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid Account NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 30, 2015, regarding the above-referenced accountAlthough our records indicate that we resolved this matter to Ms [redacted] satisfaction on July 29, 2015; we have nevertheless made several follattempts to contact Ms [redacted] for the purpose of discussing the correspondence received from your officeAs of the date of this letter, these contact attempts have proven unsuccessfulWe will therefore make every effort to address this matter and subsequent resolution within this responseWith the purchase of T-Mobile branded equipment, customers receive a Limited Warranty through the device manufacturerIn consideration of this Limited Warranty, T-Mobile offers our Pay In Advance (prepaid) customers a Post Exchange programIt is important to note that the customer may also contact the device manufacturer directly to discuss repair or replacement optionsAs to T-Mobile’s Post Exchange Program; when a prepaid customer contacts our Customer Care team and it is determined that their device needs to be replaced under warranty; a Post Exchange order is createdThe customer is provided with an order number and subsequently instructed on how to return their non-working device to T-Mobile’s National Return CenterIt is important to note that the customer is directed to keep their memory card as well as the back cover and battery to their deviceAfter the Return Center receives the non-working device, it is inspected by trained technicians to determine whether it has sustained any damage which is not covered under the manufacturer’s Limited WarrantyAssuming the device is found to be in acceptable condition; a replacement device is subsequently shipped to the customerThe customer will typically receive their replacement device within four to ten business days of the date the National Return Center receives their returnIf the Return Center does not receive the non-working equipment within days of the order being placed, the order is cancelledT-Mobile records confirm that a Post Exchange order was generated at Ms [redacted] request on July 7, 2015, As of the date of this letter, Ms [redacted] non-working equipment has not been logged as received at our National Return CenterOn July 29, 2015, T-Mobile applied a credit of $to Ms [redacted] prepaid account to defray the cost of new equipmentT-Mobile records indicate that Ms [redacted] accepted our offerPursuant to T-Mobile’s Terms and Conditions of Service as agreed to by Ms [redacted] based on her usage of the service; “If you accept a credit, refund or other compensation or benefit to resolve a disputed bill or Charge, you agree that the issue is fully and finally resolved.” Based on Ms [redacted] acceptance of the credit issued on July 29, 2015; it is T-Mobile’s position that we have fully resolved this matter, and that no additional credit or compensation is dueMs [redacted] may contact me at the number below if she has any questions or wishes to further discuss the matterT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCBrandon M [redacted] Executive Response

Hi, I filed a complaint towards T-mobile : Complaint # [redacted] It seems that they waived the fee as for now, just want to make sure they will not charge in the next months Thanks!

September 5, 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 August 24, 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 his concerns within this letter T-Mobile regrets any concerns Mr [redacted] encountered regarding the June Samsung Galaxy SBOGO offerT-Mobile records confirm that from June 16, 2017, through July 13, 2017, T-Mobile had an amazing promotion for new and existing customers, such as Mr [redacted] , who added a new line and purchased two Samsung devices (Samsung Galaxy Sor Samsung Galaxy SPlus) on an Equipment Installment Plan (“EIP”)With the new line activation and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] was eligible to receive one of the Samsung Galaxy Sor Samsung Galaxy SPlus at no cost after a $max rebate T-Mobile records confirm Mr [redacted] did not meet all of the requirements for the above offer as he is not subscribed to an eligible rate planHowever, in an effort to amicably resolve this matter, T-Mobile honored the offer in full via a $credit towards the EIP of the devicesPlease note that a $credit was applied towards the Samsung Galaxy SPlus, which closed the EIP and the remaining $was applied towards the second Samsung Galaxy SPlus, which reduced the balance to $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

July 17, 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 that [redacted] is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his Mobile Device Unlock and appreciates the opportunity to respond to his concernsT-Mobile records confirm that on January 26, 2016, Mr [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! On Demand (“JOD”) program for mobile number ending in ***Mr [redacted] then agreed to pay 18-monthly lease payments of $including tax as well as a final Purchase Option Price (“POP”) should he elect to keep the handsetThe POP is assessed on the billing statement following the completion of the monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”) Mobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr [redacted] ’s account confirms that on June 10, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in ***However, at that time the device was not eligible for a Mobile Device Unlock as the account was cancelled and there was a balance owed on the JOD associated with the deviceUpon speaking with Mr [redacted] he advised that the equipment had been paid off in fullRegrettably, T-Mobile was unable to locate any records to indicate the equipment had been paid in fullWe regret any inconvenience to Mr [redacted] ; however, once his JOD balance has been paid in full, his handset will be eligible to be unlocked Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response

Date Sent: 12/24/2:31:PMDecember 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 21, 2015, regarding the above-referenced accountT-Mobile regrets any frustration Ms [redacted] encountered with receiving his refundOur records confirm that on October 29, 2015, we refunded Mr [redacted] payments of $back to him at his billing address with a prepaid debit cardUnfortunately, the address on Mr [redacted] account was not correct and the refund card was returned as undeliverableAdditional records confirm that on November 2, 2015, Mr [redacted] remitted another payment toward his account in the amount of $As such, we verified the correct address with Mr [redacted] and on December 14, 2015, a prepaid debit card was mailed to him to refund him for all of his payments totaling $Mr [redacted] can expect to receive the refund card within to days from the above dateMr [redacted] account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

May 9, 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 April 29, 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 continued concerns Mr [redacted] has experienced in regards to our iPhone trade up offerOn 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 newer 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 monthsCustomers who tradthe iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $If 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 T-Mobile records indicate that on September 9, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Plus GBPlease note that our warehouse received an Apple iPhone Plus as the tradevice and the monthly bill credit is $However, due to an inadvertent error the account is only receiving a monthly credit of $ In an effort to resolve this matter, on May 5, 2017, T-Mobile applied a one-time credit of $to the EIP balance for the difference in the monthly credit that Mr [redacted] is currently receivingPlease be advised that as of the date of this letter the remaining EIP balance for the Apple iPhone Plus GB is $ 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 Mercedes V [redacted] Executive Response

July 6, 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 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have experienced in regards to her handset being damagedT-Mobile records indicate on February 27, 2016, that Ms [redacted] activated four voice lines of service and is subscribed to the Simple Choice Family Match Talk and Text rate plan for $per month plus applicable taxes and fees which provides unlimited minutes and unlimited text messages and up to GBs of high speed data at up to 4G speeds depending on device capability Please note that JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime T-Mobile records indicate that on November 25, 2016, Ms [redacted] entered into a JUMP! On Demand lease with an Apple iPhone 6S Rose Gold for a total amount of $to be paid over months in the amount of $per monthJUMP! On Demand does not include handset insurance, or Premium Handset Protection (“PHP”), which may be added separately within 14-days of beginning a leasePHP is an optional feature that will replace a customer’s handset for the cost of a deductible should the handset have sustained physical/liquid damage or be lost/stolenPlease note, upon review, T-Mobile is unable to find any record of Ms [redacted] requesting PHP to be added to her line ending in ***Had Ms [redacted] been enrolled in PHP the corresponding deductible for her Apple iPhone 6S would have been $ Nevertheless, as a gesture of goodwill, T-Mobile will extend the option to Ms [redacted] to ship her an Apple iPhone 6S handset at the total cost of $Should Ms [redacted] like to take advantage of this offer, she may contact me at the number listed below by August 6, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our customer careT-Mobile regrets any inconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alyssa K [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 meHowever I did want to state that Oct 25, 2015, my account was in good standingI had credit going towards my account due to the "program"T-Mobile reimbursement told me that it wasn't approved because the person who processed it didn't have some code to process it, so it was rejectedI then called again and was told it would've be days so on so forthMy account has been in good standing since I returned to T-Mobile, prior to returning there were issuesI just wanted to state that the statement made by T-Mobile earlier regarding my account not being in good standing was incorrectI've had credit and had to be in good standing to even get my new phones, plus starting the process for the reimbursementOtherwise everything is ok now, I did finally receive my card from Sept's attempt to process itThank you for your assistance in this matterSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAs long as Tmobile does as promised I'll be satisfied Thanks Sincerely, [redacted]

May 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 April 22, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Ms***’s concerns have been resolved to her satisfactionT-Mobile records indicate that on September 23, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus 64GB handset in space grayEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsAccordingly, due to the memory variant, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $T-Mobile records confirm that on September 23, 2015, Ms [redacted] elected to participate in our deferred traprogramThe EIP with traoption is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchaseEligible customers looking to use EIP may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the remaining open EIP balanceIt is important to note that customers who chose to do a deferred trade in are provided with a pre-paid USPS mailing label in which to return the deviceUpon the purchase of Ms***’s new device she accepted the offer for a one-time trade- in credit in the amount of $to be applied to her above referenced account when her current Apple iPhone Plus 16GB handset in silver with IMEI [redacted] is received in good working conditionT-Mobile records confirm that on October 18, 2015, the handset was received at the Assurant warehouseUnfortunately, due to an inadvertent error at the time of trade in, the credit in the amount of $was not applied to Ms***’s accountHowever, upon speaking with Ms [redacted] on April 26, 2016, T-Mobile applied a one-time credit in the amount of $reducing Ms***’s balance to a credit in the amount of $The credit balance will be forwarded to Ms***’s next bill which will be due on June 9, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our customer careT-Mobile regrets any inconvenience Ms [redacted] experienced in regards to her tracreditBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCShannon R [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI agreed to the resolution as long as the call that was made to me would be audited and additional training would be given to the sales rep who dealt with meSincerely, [redacted]

July 6, 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 June 24, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] regarding her payment arrangementsOur records reflect that on May 27, 2017, Ms [redacted] created a two part payment arrangement through www.my.T-Mobile.comIn the agreement Ms [redacted] accepted to have $withdrawn automatically from her given credit card on June 3, 2017, and again on June 17, As a reminder, T-Mobile sent a text message notification to the mobile number ending on May 31, 2017, and June 14, 2017, in an effort to remind Ms [redacted] that her payment would be withdrawn as agreedAs such, both payments of $were completed and posted to Ms [redacted] ’s account on June 3, 2017, and June 17, In addition to the payment arrangement withdrawals, our records reflect that on June 17, 2017, a second payment of $was submitted through our self-service option onlineWe apologize if it was not Ms [redacted] ’s intention to remit a second payment on June 17, Nevertheless on June 22, 2017, T-Mobile refunded Ms [redacted] ’s payment of $back to her financial institutionPlease note that it can take up to three business days for the funds to be reflectedIt is T-Mobile’s position that it was not a T-Mobile error; however, as a gesture of goodwill, T-Mobile issued a one-time credit of $for a free month of servicePlease note that on June 30, 2017, T-Mobile contacted Ms [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction 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 Adrianne F [redacted] Executive Response

March 20, 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 8, 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] ’s concerns within this letter We regret [redacted] ’s concerns regarding the final account balanceIn [redacted] ’s correspondence to your office, they indicate being provided an offer by T-Mobile to accept one final payment in the amount of $with the remaining balance of $to be waived in full to return the account to a zero balanceUpon review of our records however, T-Mobile is unable to conclusively determine or substantiate this offer, as our position that the final account balance of $is valid and owed Nevertheless, as T-Mobile records confirm [redacted] remitted payment on March 9, 2017, in the amount of $100.00, as a courtesy T-Mobile will honor the claimed offer and applied an account credit of the remaining difference of $This credit brings the account to a zero balance, subsequently preventing any further collection activity Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during [redacted] ’s recent contact with our Customer Care 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 Kimo C [redacted] Executive Response

Revdex.com:From: [redacted] [mailto: [redacted] ] Sent: Tuesday, September 20, 5:PMTo: Complaints ; Complaints Subject: Re: You have a new message from the Revdex.comThanks, Revdex.com! You are great.I believe this complain is resolvedI just received Rob's call from T-MobileHe is very professional and kind, and processed my order similar to my request Best regards,***

May 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 May 19, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any additional concerns that Ms [redacted] experienced regarding her T-Mobile accountT-Mobile records confirm that on the billing statement dated May 19, 2017, Ms***’s account reflects the two credits applied on page three of her billing statementMs***’s statement reflects the bill credits in the amount of $dated May 1, 2017, as well as $credit on May 16, The credits resulted in a credit balance of $131.50, which will reduce her next bill that generates on or around June 19, Ms [redacted] can review her bill online by logging into www.t-mobile.com, and selecting the detailed bill view so that she may review the detail of the creditsT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Adrianne F [redacted] Executive Response

May 30, 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 17, 2017, regarding the above-referenced accountPlease note that this appears to be concerns that were previously addressed under your file number [redacted] T-Mobile regrets any continued concerns Ms [redacted] has regarding her T-Mobile accountAs detailed in our response to your file number [redacted] , T-Mobile does not report information directly to any of the credit bureaus, however the third-party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstanding As Ms [redacted] ’ account carried an outstanding balance, on May 5, 2016, the account was referred to a third-party collection agency, and ultimately to Diversified Consultants, Inc., with a balance of $ On January 4, 2017, Ms [redacted] made a payment in the amount of $682.48, reducing the T-Mobile account to a zero balanceAlthough the account has been updated to reflect a zero balance, Ms [redacted] should expect for her credit report to be updated to reflect that her T-Mobile account was paid in full; however, the line item on her credit report will not be deletedIf Ms [redacted] has additional concerns regarding the negative reporting on her credit report, T-Mobile recommends that she contact Diversified Consultants Incdirectly at 877-851-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 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

October 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 19, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced with handset and we are pleased to report that we have resolved Mr [redacted] ’s concerns to his satisfactionPlease be advised that on June 27, 2016, T-Mobile sent out two Samsung Galaxy Shandsets to Mr [redacted] at no cost in exchange for his Samsung Galaxy Note handset and Samsung Galaxy ShandsetBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageOn October 7, 2016, Mr [redacted] initiated a warranty exchange for the Samsung Galaxy Shandset for the mobile number ending on and he received the replacement device on October 11,On October 17, 2016, Mr [redacted] was sent a brand new Samsung Galaxy Jhandset at no cost as a loaner phone to use while he sends his phone to be examined by the manufacturerOn October 25, 2016, upon speaking to Mr [redacted] T-Mobile agreed to send him one like new Apple iPhone 6S Plus 16GB handset and one like new iPhone 6S 16GB handset in return for his current Samsung Galaxy Shandsets and the Samsung Galaxy JhandsetMr [redacted] accepted this as resolution and had no additional concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response