T-Mobile USA

Complaint: [redacted] I am rejecting this response because: T mobile customer service agreed whenever I call that the bill was incorrect And they try to fix and apologize And they lie they give the credit $so why they showing the balance $remaining balance axcept of showing the balance $They are very tricky with bill That's why I have to call alot of time every time ever month to fix itI spoke to account executive after filling the complaint He said it won't happen again It's just happen because of Revdex.com and I'm thankful for that So again I want to tell everybody who is t mobile customer Check your bills thoroughly Even $makes a big differenceThank You and God Bless Sincerely, [redacted]

January 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 5, 2016, regarding the above-referenced accountT-Mobile regrets Mr [redacted] ’s concerns regarding the final balance on his accountT-Mobile records confirm on June 9, 2015, Mr [redacted] activated lines of service on an alternate T-Mobile accountThere is not record of a cancelation request for the mobile numbers on the above-referenced accountT-Mobile confirms that the usage with the mobile numbers on the above-referenced account ceased following June 9, In an effort to resolve this matter amicably, T-Mobile applied an account credit of $455.45, for all charges and applicable taxes dating to the June 8, 2015, billing statementThe canceled account reflects a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Mr [redacted] ’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, INCPancho Q [redacted] Executive Response

January 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 31, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding equipment charges billed to his accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’ contact with our Customer Care departmentT-Mobile records indicate on October 20, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG VdeviceThe EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceMr [redacted] can make additional payments at any time which will reduce the number of payments required or pay the total balance in full at any timeAt the time of purchase, Mr [redacted] was asked to make a down payment of $and pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $Please note that when a customer initiates an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cyclePlease be advised that Mr***’ account is billed in arrears, as such the monthly billing statements reflect services provided during the prior monthMr***’ October 21, 2016, billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from September 21, 2016, through October 20, On November 18, 2016, T-Mobile received a payment in the amount of $T-Mobile does not have record that we received a request for this payment to apply towards Mr***’ LG Vdevice EIP agreement and regret any confusion on this matterMr***’ November 21, 2016, billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from October 21, 2016, through November 20, On December 9, 2016, Mr [redacted] initiated a payment in the amount of $towards his LG Vdevice EIP agreementOn December 18, 2016, T-Mobile received a payment in the amount of $These payments impacted the balance on the account in the amount of $and left a credit balance of $That same day, due to an inadvertent error, an additional payoff in the amount of $was initiated for Mr***’ LG Vdevice EIP agreementMr***’ December 21, 2016, billing statement was in the amount of $and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from November 21, 2016, through December 20, 2016, and the two LG Vdevice EIP agreement paymentsAs Mr***’ account carried a credit balance of $239.58, the amount appearing owed on his monthly billing statement was in the amount of $In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $This adjustment impacted the account balance in the amount of $and leaves a remaining balance of $T-Mobile advised Mr [redacted] that a response to your office will be completed prior to an updated billing statement being sent and he advised this was acceptable in lieu of an updated monthly billing statementMr [redacted] was provided with the below number and extension for his recordsT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJennifer G [redacted] Executive Response

June 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] and [redacted] Your File No [redacted] T-Mobile Account No [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced accountT-Mobile records confirm that the account holder of record for account number [redacted] is [redacted] **, and that she has listed Mr [redacted] as an authorized user of her accountPlease note that the account holder of record for T-Mobile account number [redacted] is Mr [redacted] **T-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] encountered with his equipment ordersT-Mobile records reflect that on September 27, 2014, Mr [redacted] ordered an iPhone Plus 64GB for mobile number ending in [redacted] on Ms**’s account number [redacted] Unfortunately, the iPhone Plus 64GB was on backorder at the timeTherefore, the order was not fulfilled until November 10, 2014, when an iPhone Plus 64GB with IMEI number [redacted] was mailed to Mr [redacted] at the billing address on the accountMr [redacted] elected to finance the device through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $plus tax and agreed to pay for the remaining cost of the device totaling $in monthly installments of $Our records confirm that Mr [redacted] refused delivery of the above iPhone with IMEI [redacted] and therefore the device was returned back to our warehouse on December 12, However, due to an inadvertent error, the EIP loan for this device remained active on Ms**’s account number [redacted] Further records confirm that on November 7, 2014, Mr [redacted] visited an Apple store and activated mobile number ending in [redacted] under his name on account number [redacted] At the time of activation Mr [redacted] purchased a new iPhone Plus 128GB with IMEI number [redacted] Mr [redacted] elected to finance the equipment through EIP wherein he paid a down payment of $plus tax and agreed to pay for the cost of the device totaling $in monthly installments of $and one final installment of $Additional records confirm that on November 7, 2014, mobile number ending in [redacted] was moved from Mr**’s account number [redacted] to Ms**’s account number [redacted] Unfortunately, the EIP loan on Mr**’s account for IMEI [redacted] was not transferred from his account to Ms**’s accountAs such, when Mr***s account number [redacted] was cancelled on November 7, 2014, the full remaining balance for the iPhone was billed to the account, leaving the account with an outstanding balance of $Furthermore, our records confirm that Ms**’s account continued to be billed for the EIP loan which was created for the iPhone with IMEI [redacted] until September 9, 2015, when Mr [redacted] paid the balance of the loan off in the amount of $468.75, which closed the EIP loanSince payment was not received for the final balance of $on Mr**’s account number [redacted] , on February 3, 2015, the account was referred to a third party agency, Diversified Consultants Inc., for collection purposesMr**’s account number [redacted] was referred to several other third party agencies and finally on May 30, 2016, the account was referred to another agency, Enhanced Recovery Company, for collection purposesIn an effort to amicably resolve this issue, we have applied a credit of $to Mr**’s account number [redacted] to bring the outstanding balance to zeroAs such, the account has been removed from collections and all negative information reported to Mr**’s credit file will be deleted within daysWe recommend that Mr [redacted] dispute the information directly with the credit bureausHere is the contact information for the three major credit bureaus: • TRW/Experian PO Box Allen, TX 75013-(888) 397-• Equifax PO Box Atlanta, GA (800) 525–• Transunion PO Box Fullerton, CA (800) 680-Fax (714) 447–Mr [redacted] may also initiate a dispute with each credit bureau at their respective websites: For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action For Experian: http://www.experian.com/disputes/main.html For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

March 27, 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 15, 207, regarding the above-referenced accountWe are pleased to report that upon speaking with Mr [redacted] , he confirmed that this matter was resolved to his satisfaction T-Mobile regrets Mr [redacted] ’s concern regarding the status of his return and the recently assessed non-return feeOur records confirm that on December 13, 2016, replacement equipment was ordered for Mr [redacted] ’s non-working Samsung Galaxy SEdge devicePlease be advised that in the replacement box, a set of instructions was provided to inform Mr [redacted] on how to return his non-working equipment and avoid being charged a non-return feeRegretfully, our records indicated that we did not receive the non-working equipmentAs such; Mr [redacted] was charged $for the non-return fee and applicable taxes On March 16, 2017, we received the non-working equipmentAlthough this was not within the allotted seven days, as a courtesy, T-Mobile applied a credit of $for the non-return fee and the applicable taxesAs of the date of this letter, Mr [redacted] ’s account reflects a $balance for monthly access charges for the billing period of March 11, 2017, through April 10, 2017, and applicable taxes and fees Review of the account confirms that Mr [redacted] ’s two lines of service are on the Simple Choice Family Match 6GB Unlimited Talk, Text, and Data rate plan for $monthlyAdditionally, both lines of service are subscribed to a $device protection featureAs such, Mr [redacted] ’s estimated monthly access charges are $plus applicable taxes and feesReview of the account confirms that Mr [redacted] has been billed in accordance with his rate planT-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Alberto V [redacted] Executive Response

June 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encounteredT-Mobile appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences On April 26, 2017, Ms [redacted] activated the above reference T-Mobile account numberThe account was billed each month for the current month of service with payments due on the 19th of each monthIt is also important to note Ms [redacted] ’s account was enrolled in AutoPayAutoPay 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 customerTherefore, the first month’s payment was processed via AutoPay on May 17, The same day this payment was processed, T-Mobile records indicate we were first notified that Ms [redacted] wished to cancel her account which was processed the same day; a refund request was also noted on the accountPlease note that, customers with canceled accounts must wait days for a refund to allow for any returned payments or late billables to be charged which resulted in the refund request not being processedT-Mobile regrets any inconvenience this may have caused Ms [redacted] On June 21, 2017, T-Mobile’s Executive Response Team spoke with Ms [redacted] and processed the refund request at that timeThe Executive Response Team also took the necessary steps to expedite the request and the refund is expected to appear in Ms [redacted] ’s account within three business days from that date 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 Liana G [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 did reach out twice to Chris and left a message alsoI appreciate the time and effort.Sincerely, [redacted] - [redacted]

July 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 18, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms [redacted] ’s concerns to her satisfactionT-Mobile fully understands that our customers often rely in our services as their only means of communication with loved ones and employers and ultimately realize the importance of ensuring both the service and devices function properlyT-Mobile truly regrets any difficulties or inconveniences Ms [redacted] may have experienced with her LG Ghandsets after the recent Marshmallow update for the Android operating systemT-Mobile spoke with Ms [redacted] on July 20, regarding this matter and learned the devices were still not functioning and had been replaced by borrowed phones as a temporary solutionIn an effort to provide Ms [redacted] with the best un-carrier experience, T-Mobile has agreed to provide Ms [redacted] with two new LG Gdevices at no cost to herThese devices will be shipped to Ms [redacted] at the current billing address on her T-Mobile account via standard UPS shippingIt has been determined that performing the Marshmallow software update, even on the new devices, may result in difficulties as the apparent cause of this issue is a lack of physical memoryT-Mobile encourages Ms [redacted] to be sure the users refrain from installing any unnecessary applications, to avoid downloading previously backed up photos, and to limit the amount of music installed on the device by taking advantage of music streaming optionsShould the new LG Gdevices prompt Ms [redacted] to perform the update, it is recommended she decline this requestIf any difficulties are encountered with the replacement devices, Ms [redacted] may contact us at the number below to discuss alternative optionsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Its same message what other rep gave meI dont understand why are you checking your own recorded callsIf I would have told once about unlimited plan being higher in price or lines charge I would have acceptedBut not rep gave me this answer, second, third and so on so numerous calls I was told my bill would remain sameI want my bill same with unlimited lines or I would like to end service with no extra charges Sincerely, [redacted] ***

April 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding T-Mobile’s Carrier Freedom offerPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our retail location T-Mobile records confirm that Mr [redacted] activated T-Mobile service on July 31, 2016, and cancelled his service on August 6, 2016, when he transferred his mobile number to another carrierT-Mobile records confirm that Mr [redacted] traded in an Apple iPhone Plus and an Apple iPhone 16GB for a trade in credit totaling $385.00, of which; $was applied to his in store costs and the remaining $was applied to his account balance as a creditPlease note this credit paid for Mr***’s service costs that were incurred while his account was active with T-Mobile and the remaining credit balance afterwards of $was mailed out in the form of a refund card on November 16, 2016, to the billing address on file We regret hearing of Mr***’s concerns with our Carrier Freedom promotion and the status of his submissionPlease note in order to receive reimbursement for Carrier Freedom Mr [redacted] would need to have had an active account with T-Mobile at the time of approval for his submissionAs Mr [redacted] cancelled within the return period he would not qualify to receive T-Mobile’s Carrier Freedom offer In an effort to amicably resolve this matter, on April 2, 2017, T-Mobile has refunded Mr [redacted] his full trade in value of $for his devices that were traded in during activationMr [redacted] should expect to receive the refund in the form of a prepaid MasterCard mailed to the address provided in his correspondence to your agency no later than ten business daysMr***’s account will remain closed with a zero balance 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 Zachary S [redacted] Executive Response

April 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 April 25, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterWe regret any concerns Ms [redacted] may have experienced regarding her recent equipment replacementOur records indicate that on October 31, 2014, Ms [redacted] took advantage of Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy SAt that time, Ms [redacted] was not required to remit a down payment; however, she agreed to pay $for the taxes for the full retail price of the device, as well as agreed to a series of monthly installments in the amount of $By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, she is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange 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 damageT-Mobile records reflect that on November 15, 2015, Ms [redacted] participated in the Limited Warranty Exchange processPlease be advised that if Ms [redacted] believes her device is not functioning as expected, our Technical Support department can be contacted at 800-937-to have the appropriate troubleshooting steps completed in order to confirm the handset is eligible for an exchangeAlternatively, if Ms [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choiceAlthough it is T-Mobile position that all necessary actions have been take to resolve Ms [redacted] ’s equipment concerns, as a means of amicable resolution, and as a gesture of good faith, T-Mobile is willing to apply a courtesy credit of $for the remaining equipment balance for the Samsung Galaxy SIf Ms [redacted] would like to accept our offer or discuss this matter in further detail she is welcome to contact me at the number listed below no later than May 11, T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCEmilio S [redacted] Executive Response

November 17, 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 3, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] with respect to his Samsung Galaxy Note handsetAs reported, Samsung announced a world-wide recall of their highly regarded and newly released Samsung Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Samsung Galaxy Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyAs Mr [redacted] purchased the Samsung Galaxy Note device after the cancellation of the above referenced account, Mr [redacted] would be required to show proof of purchase as the Samsung Galaxy Note was not associated with the above referenced accountWe certainly apologize if any of our employees failed to follow the correct process for Mr [redacted] of the returned Samsung Galaxy Note T-Mobile spoke with Mr [redacted] on November 16, 2016, at which time Mr [redacted] provided documentation that a Samsung Galaxy Note was returned on October 10, 2016, at a T-Mobile retail locationIn an effort to resolve this matter, T-Mobile has processed a refund in the amount of $to Mr [redacted] ’ bank account that he providedThe refund will be reflected in Mr [redacted] ’ bank account within three business days from the date of this letterT-Mobile has confirmed with Mr [redacted] this was a satisfactory resolution to his 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, INCAmor M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:On June 9th, I responded in an e-mail (below) to MsLauren L [redacted] (Specialist, Executive Response; A Division of the Office of the President; Desk: 877-290-ext [redacted] ; Email: [redacted] This was after receiving an earlier call from MsL***, which was both ambiguous to my requests for clarification as well as not very helpful in resolving my complaint I felt as if I was speaking to somebody who was reading from a text and had no concern whatsoever for my situation.Good Morning MsL***-Thank you for contacting me yesterday and following up with an e-mail I wanted to clarify a few points, as I still feel slighted by the misleading international program that T-Mobile advertises As I mentioned to you and previously to the customer service agent over the phone, T-Mobile assured me that the International Canada/ Mexico plan would be a perfect fit for my needs I had specifically stated to the T-Mobile sales rep in Washington DC that I would be assigned to Mexico on TDY with the US Department of Justice and would rely heavily on these phones for my wife's and my safety I was told that T-Mobile contracted with a Mexican cell tower carrier and that this plan would be a perfect choice for my needs It is even displayed that way in the advertisements.Previously, I had been with another carrier that offered a US Government/ Military discount and a similar program Based on a cost comparison and good feedback, T-Mobile at the time seemed to offer a better deal This, however is obviously not the case, and I would have stayed with my previous provider had it been explained to me clearly that customers who travel on TDY to Mexico (and probably Canada, correct?) and back to the US must monitor their "unlimited" plan to ensure not more than 50% of data is being used.Security is a major issue for myself and my family in Mexico as you can imagine One "option" that T-Mobile customer service (and yourself) mentioned to me was to flip over to in order to decrease the amount of data being used This is not viable as the transit system (buses/ taxis/ subway) in Mexico does not have and my wife and children would not be able to contact me if they were in a bad situation.I appreciate you taking the steps to have the phones on this plan unlocked so that I can now go through the daunting task of finding a legitimate provider while travelling between Mexico and the U.S This and offering to have T-Mobile pay my final month's bill of service is the least that can be done However, I have been paying my monthly bills over the past year and request, once again, to be reimbursed for this expense based on poor, misleading business practices.I further request that T-Mobile cover the expenses incurred with signing up with a new provider once I present the unlocked phones to them.As I had mentioned previously, there are a number of USG personnel in my situation that are looking for a carrier and I cannot recommend T-Mobile to them at this time It would be unjust, as a customer who was mislead to promote your business to other personnel looking for a carrier.There was an exempt US Military plan that was offered to me to fix this issue The customer service tech stated it would extend to US Government personnel However, after speaking with you, this does not seem to be the case Again, I have been given misleading information.I suggest T-Mobile seriously considers clarifying this program to future customers as well as re-training their sales and customer service staff on the details of this international plan.I look forward to hearing from you.Sincerely, [redacted] Sincerely, [redacted]

August 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] was not satisfied with our previous response T-Mobile regrets any concerns Mr [redacted] experienced regarding his T-Mobile account billingWe understand that a higher than usual billing statement is upsetting and we want to assure Mr [redacted] that he has been billed correctlyMr [redacted] ’s account monthly service charges are billed in advance of the service being provided and any incidental usage charges are billed in arrears as we cannot predict those charges ahead of timeMr [redacted] ’s monthly recurring charges will bebe approximately $for his six lines of service, EIP and his chosen optional features As Mr [redacted] elected to change his rate plan on May 27, 2017, which was in the middle of the billing cycle, he was billed for the new plan charges for the rest of the current billing cycle, as well as, the full next billing cyclePlease note that Mr [redacted] had already paid the charges related to the previous rate plan and as such had a credit balance of $going into this new billing statement On Mr [redacted] ’s billing statement dated July 1, 2017, his account balance was $Please note that the account had a credit balance of $Mr [redacted] was then assessed charges in the amount of $for monthly recurring charges, equipment, as well as applicable taxes and fees from May 27, 2017, to June 22, 2017, and June 23, 2017, through July, 22, Please note that on July 12, 2017, credits totaling $were applied to Mr [redacted] ’s account, resulting in an updated balance of $ Mr [redacted] ’s billing statement dated July 22, 2017, reflected a total balance of $Mr [redacted] was then assessed charges in the amount of $for monthly recurring charges, equipment, as well as applicable taxes and fees from July 23, to August 22, Upon speaking with Mr [redacted] on August 1, 2017, T-Mobile confirmed the iPhone Trade Up monthly credit of $will apply to the account going forward, for the life of the Equipment Installment Plan (“EIP”)T-Mobile applied a one –time adjustment of $to the account, resulting in a revised balance of $due on August 15, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Executive Customer Relations 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 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 30, 2017, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Mr***, which have regrettably proven unsuccessful Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he providedAs such, T-Mobile is unable to provide any details regarding the account in question However, T-Mobile would like the opportunity to speak with Mr [redacted] and work toward an amicable resolutionThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, the account holder or Mr [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

June 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: SSBD Guard Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 2, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is SSBD Guard, and that they have designated Ms [redacted] as an authorized user of the accountWe are pleased to report that T-Mobile has resolved this matter to Ms***’s satisfactionWe are sorry to hear that Ms [redacted] had concerns with getting her old number backOur records confirm that the mobile number in question ending in [redacted] was canceled on account number [redacted] , on which Ms [redacted] is an authorized user, due to non-payment on April 1, Please note that T-Mobile waits a day period before reassigning mobile numbers after cancelationAs such, on May 31, 2016, mobile number ending in [redacted] was released to another customerNevertheless, in an effort to amicably resolve this matter, on June 7, 2016, T-Mobile contacted the new user of mobile number ending in ***, at which time that user agreed to release their number to Ms [redacted] and elect for a new mobile numberThe mobile number ending in [redacted] was successfully transferred to Ms***’s accountT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully requ [redacted] 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

August 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 July 27, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] experienced with her recent visit to a retail location Please be assured that T-Mobile takes allegations of employee misconduct very seriously We make every effort to be professional and courteous to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent visit to our retail location In an effort to resolve this matter T-Mobile applied an adjustment in the amount of $79.77, which brought Ms***s account balance to zeroT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response

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 11, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfaction 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 recent contact with our retail location and Customer Care T-Mobile regrets any concerns that Ms [redacted] May have experienced regarding her accountT-Mobile records confirm that on May 30, 2017, Ms [redacted] activated service with mobile numbers ending in [redacted] and ***T-Mobile records indicate that on May 30, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone Plus As of the time of Ms***’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a day return period which allowed Ms [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 service and any applicable EIP entered into at the time of the original purchasePlease be advised that T-Mobile does not charge activation feesHowever, there is a $SIM starter kit that customers are required to pay at the time of activation Please be advised that T-Mobile charges a tiered restocking fee to offset the cost of processing and restocking the equipment based on the device type: $for advised data-focused devices, $for Smartphones, and $for phone-first devices and laptop sticksIt is important to note that the terms of the restocking fee are disclosed on the receipt at the time of purchase T-Mobile records confirm that Ms [redacted] canceled her account on June 2, 2017, when she ported her mobile number ending in [redacted] to another service provider and requested to cancel the line ending in ***Ms***’s billing cycle ran from the 3rd of one month to the 2nd of the following monthAccordingly, Ms [redacted] was billed through June 2, Our records show that on June 2, 2017, T-Mobile credited $as a gesture of goodwill leaving the account with a credit balance of $To amicably resolve this matter, on June 23, 2017, T-Mobile refunded $to Ms***’s financial institute which will be deposited within one to three business days 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

October 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 September 23, 2016, regarding the above-referenced accountT-Mobile regrets if Mr [redacted] feels our previous response was not sufficient to address his concernsPlease be advised that T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] continues having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should expect good to great coverageHowever, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayAs mentioned in Mr***’s letter to your office, T-Mobile recently provided a Personal Cellspot coverage deviceThe Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their capable deviceIt is like having a tower in one's house and is now available at no additional cost to assist with coverage concernsHowever, T-Mobile is further investigating Mr***’s coverage and dropped call concernsOur engineers are working towards providing a resolution and will notify Mr [redacted] once they have completed their reviewT-Mobile appreciates Mr***’s patience during our investigation of this matter and we will continue to work with him towards an amicable resolutionT-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

September 26, 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 September 19, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] is designated as an authorized user of the account under his full name [redacted] We regret Mr [redacted] ’s experience with our Father’s Day Tablet On Us promotionFrom June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can receive an eligible tablet on us when signing up for a GB or higher Mobile Internet (“MI”) rate plan and purchasing the tablet on an Equipment Installment Plan (“EIP”)T-Mobile records indicate that on June 16, 2016, Mr [redacted] qualified for and took advantage of our EIP offering and the promotion referenced above with the purchases of two eligible LG G Pad X tabletsEIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsBased on the above-referenced promotion at the time of Mr [redacted] ’s purchase, he was not required to make a down payment; however, he agreed to pay $38.40, which is for the taxes on the full retail price of the equipmentMr [redacted] then agreed to a series of monthly installments in the amount of $per tabletTo be eligible for the promotion, Mr [redacted] was required to make a purchase on EIP, activate a MI line, and submit for a rebate on the site T-Mobile.com/promotionsUpon meeting these requirements, within eight weeks of the online submission Mr [redacted] would receive a prepaid rebate card of $per tabletPlease be advised however no submission for the rebate cards was receivedPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our retail location and Customer CareIn an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile will allow Mr [redacted] to return his two tablets directly to my attention within days of the date of this letter at: Executive Response Attention: Kimo C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the tablets, T-Mobile will apply a credit to the account in the amount of $for the previously paid EIP monthly installments and taxes for the initial tablet purchasesT-Mobile recommends that Mr [redacted] return the tablets via a traceable carrier and request a tracking number when shippingT-Mobile has also cancelled each corresponding MI tablet line ending in [redacted] and ***Furthermore, we have waived and credited the remaining EIP balance of the two tablets reflected on Mr [redacted] ’s billing statement dated September 11, 2016, totaling $Along with $in shipping credit to return the tablets, Mr [redacted] ’s account returns to a balance of $for recurring service chargesMr [redacted] accepted these offers as resolutionT-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, INCKimo C [redacted] Executive Response