T-Mobile USA

July 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 30, regarding the above-referenced account We are pleased to report that we have resolved the matter to Ms***’s satisfaction We regret to hear of Ms***’s concerns regarding our Smartphone Equality Program Smartphone Equality is a program that T-Mobile has that allows customer either on our prepaid service or our no credit check service to move to a postpaid account after making consecutive on-time payments on their existing account With the postpaid account customers would then qualify to finance equipment under our Equipment Installment Plan (“EIP”) with no down payment T-Mobile records reflect that Ms***’s payment due July 29, was received on August 1, Thus she has made on-time payments and would not qualify for Smartphone Equality until one additional on-time payment was made However, in an effort to amicably resolve the matter, on July 1, 2016, T-Mobile has converted Ms [redacted] to a postpaid account and allowed her to finance a new device on EIP with no down payment on the new account As a further courtesy to Ms***, T-Mobile has also credited the taxes normally due with any upgrade for this transaction We regret any inconvenience Ms [redacted] may have experienced as a result of this matter Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contacts with T-Mobile regarding the matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

February 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 3, 2016, regarding the above-referenced accountThe T-Mobile’s Refer-a-Friend program allows existing customers the opportunity to receive a $promotional gift card for referring friends and family to open a new account with T-MobileIn addition, customers may also qualify for the unlimited data promotion when referring new customersAs a part of the program, the new customer also is eligible to receive a $promotional cardPlease note that there are requirements that must be followed in order to receive the promotional cardBoth parties must be signed up for the program and register through the Refer-a-Friend websiteThe referee must then complete days of active service and following that, delivery of the promotional cards to each party may take up to three weeks and is dependent on eligibilityWith respect to the unlimited data promotion that is a part of the Refer-a-Friend offering, so long as the new customer activated a new account between August 29, 2014, and December 9, 2014, and registered with the website, www.t-mobile.com/referral within days of activation, both parties are eligible for unlimited data until March of The current customer will have their data plan upgraded to unlimited high speed data at no additional charge until March of Any new customer who activates service and registers will receive a $bill credit towards the monthly cost of their unlimited high speed data until March of T-Mobile records indicate that on April 24, 2015, Mr [redacted] unlimited high speed data feature was removed from his account due to an inadvertent errorIt is important to note that when the unlimited high speed data feature is removed from an account, the customer is no longer eligible for the unlimited data promotionT-Mobile records confirm that Mr [redacted] contacted our Customer Care and received manual adjustments for his unlimited high speed data feature for the months of April of through July of Nevertheless, on February 8, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $to Mr [redacted] account which represents unlimited high speed data from July of through March of T-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, INCWilliam B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The details of T-Mobile's response is not accurate Please see the attached I have returned the T-Mobile phones on October 8, I have provided a copy of the receipt I have also tried to contact MrRonnie A [redacted] on two occasions and was only able to reach his voice mail I was told by T-Mobile's representatives on several occasions that I only needed to upload my final bill to Switch2Tmobile and I would then receive reimbursement Please see my attached letter The site does not recognize my information I have called T-Mobile's reimbursement line several times and no assistance was given to me.Sincerely, [redacted]

May 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 20, 2016, regarding the above-referenced accountT-Mobile regrets any continued concerns Ms [redacted] has experienced regarding her equipment and refund requestPlease be advised that upon speaking with Ms [redacted] on May 25, 2016, she stated that she had not reviewed T-Mobile’s response to the above mentioned filed number and as such, she was unaware of the offer presented to herPursuant to her request, T-Mobile has provided Ms [redacted] with a copy of our response to your office which has been provided to her electronically via emailRegrettably, additional efforts thereafter to contact Ms [redacted] have been unsuccessfulAs stated in our office’s response date April 28, 2016, 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 ST-Mobile has re-extended this offer to Ms [redacted] and as such if she 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 June 9, 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

September 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 August 30, 2016, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Mr***’s concerns to his satisfactionT-Mobile regrets any inconvenience to Mr [redacted] regarding his experience with our retail storesPlease be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationRest assured, Mr***’s feedback has been provided to the appropriate channels for implementationOur records indicate on June 23, 2016, Mr [redacted] activated two voice lines of service, ported his mobile numbers from his previous carrier and enrolled in Simple Choice Family Match Unlimited Talk and Text with 10GB of data per line of service at $per monthIn addition, Mr [redacted] activated two Mobile Internet lines of service and both were enrolled in our Mobile Internet On Demand Only plan at $per month per line of serviceFurthermore, Mr [redacted] took advantage of our JUMP! On Demand leasing program and leased an Apple iPad Air tabletJUMP! 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 anytimeJUMP! On Demand customers are responsible for and agree at the time of the lease signing, a total of lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementRegrettably, on June 24, 2016, Mr [redacted] cancelled his two voice lines of service and ported out his mobile numbers to his previous carrier, however the Mobile Internet lines of service remained activeAs such, Mr***’s account generated a balance of $for the first month of service and was due on July 16, However, on July 2, 2016, Mr [redacted] contacted our Customer Care and requested to cancel the remaining lines of service which cause the lease on the Apple iPad Air tablet to accelerate and was charged the full equipment charge of $In addition, at the time of cancellation a credit was issued for monthly access charges in the amount of $for the billing period from July 3, 2016, to July 23, Further review shows on July 2016, T-Mobile’s Customer Care applied a credit of $as there was no usage on Mr***’s accountAlso, on August 31, 2016, T-Mobile located Mr***’s Apple iPad Air and applied the credit of $to bring his account a credit balance of $Please note, Mr [redacted] did not make payment toward the above-referenced account and therefore T-Mobile will not be providing a refundThe credit balance is a result of additional credits issuedMr***’s account remains cancelledBased 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, INCSal O [redacted] Executive Response

May 4, 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 accountT-Mobile is pleased to have resolved this matter to Ms [redacted] ’ satisfactionT-Mobile regrets any concerns that Ms [redacted] has experienced regarding her recent paymentOur records confirm that on February 1, 2016, Ms [redacted] added an additional line of service to her account, for use with the mobile number ending in ***At the time of activation Ms [redacted] was asked to pay a deposit for the line in the amount of $10.00, and purchase a SIM Starter Kit in the amount of $In addition, Ms [redacted] opted to take advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Grand Prime handsetMs [redacted] was asked to remit a down payment in the amount of $for the handsetIncluding taxes and fees, Ms [redacted] ’ total upfront cost was $Please note that no portion of this payment was applied to the account balance, as the funds were not intended as an account paymentUpon speaking with Ms [redacted] regarding this matter, T-Mobile provided the above information, which she accepted as resolution in full to her concernsIn addition, T-Mobile advised of our sincere regrets that Ms [redacted] was not provided with the details of this transaction in a satisfactory way when she contacted Customer Care to discuss her concernsT-Mobile issued a credit to Ms [redacted] ’ account in the amount of $50.00, due to her inconvenience in this matter, bringing the account to a revised balance of $295.64, which remains valid and owedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

August 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] and she has been designated Ms [redacted] as an authorized user of the accountPlease be advised that we have made attempts to contact Ms [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address [redacted] ’ concerns within this letter 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 T-Mobile records indicate that on June 15, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SAccordingly, Ms [redacted] was asked to remit a down payment in the amount of $and agree to a series of 24-monthly installments in the amount of $Our records further indicate that Ms [redacted] ’ mobile number ending in [redacted] is subscribed to our equipment protection feature for $a month with Assurant, which provides her with the option to file a claim on her Samsung Galaxy Sfor any accidental damage for a deductible of $T-Mobile recommends that Ms [redacted] contact Assurant at 1-866-866-to file a claim for her damaged device Regretfully, T-Mobile cannot guarantee any handset is damage free with or without a case however; T-Mobile always recommends purchasing a protective case covering on a phone to help prevent any accidental damageT-Mobile regrets if Ms [redacted] was provided with any misinformation In regards to Ms [redacted] ’ recent contact with the Executive Office, our records indicate that on July 8, 2017, T-Mobile’s Executive Specialist applied a courtesy credit of $to the account for the required down payment on her newly purchased Samsung Galaxy SPlus devices In an effort to amicably resolve this matter, if Ms [redacted] has any further concerns, she may contact our Executive office at the number provided belowT-Mobile regrets any inconvenience to Ms [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

May 4, 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 31, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on April 12, 2016, and currently has four lines of serviceMr [redacted] ’s three lines of voice service are subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly for the first two lines of service, and $monthly for each additional line of serviceEach of Mr [redacted] ’s voice lines of service are subscribed to Premium Handset Protection at $monthly per line of serviceMr [redacted] ’s fourth line of service is a mobile internet line of service, which is subscribed to our Simple Choice North America Mobile Internet GB rate plan at $monthly, as well as Premium Handset Protection at $monthlyAs such, Mr [redacted] ’s monthly access charges are $before applicable taxes Our records confirm that at the time of Mr [redacted] ’s activation, he used our Equipment Installment Plan (“EIP”) to purchase two LG G-Stylo handsetsEIP 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 installmentsMr [redacted] remitted a down payment in the amount of $for each handset, and agreed to monthly installments in the amount of $for each handsetMr [redacted] also used our EIP program on April 12, 2016, to purchase an LG G-Pad tabletMr [redacted] remitted a down payment in the amount of $90.00, and agreed to monthly installments in the amount of $On November 22, 2016, Mr [redacted] used our EIP program to purchase an LG KhandsetMr [redacted] was not required to remit a down payment, and agreed to monthly installments in the amount of $ In Mr [redacted] ’s correspondence, he indicated that he participated in our early termination fee reimbursement program, known as Carrier FreedomThe Carrier Freedom program reimburses consumers’ early termination fees up to $per line and provide account credits of up to $per device tradat the time of their activation – for up to twelve lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceThe new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not requiredEach line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device tradand a new T-Mobile device purchased for use on that mobile number In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expeditedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityRegrettably, our records do not indicate that a submission was received for Mr [redacted] ’s accountAs such, a reimbursement was not issued Please note that Mr [redacted] ’s account has reflected a rolling past-due balance since his December 23, billing statementThis statement reflected a balance of $for monthly access charges, monthly EIP, and applicable taxesPayment for this balance was due January 15, T-Mobile issued credits to Mr [redacted] ’s account totaling $22.06, reducing the balance owed to $Mr [redacted] ’s January 23, billing statement was in the amount of $for monthly access charges, monthly EIP, and applicable taxes, bringing the balance owed to $Mr [redacted] remitted a payment in the amount of $on January 28, and $on February 3, 2017, and T-Mobile issued a credit in the amount of $2.73, reducing the balance owed to $ Mr [redacted] ’s February 23, statement was in the amount of $for monthly access charges, monthly EIP, a late payment fee, and applicable taxes, bringing the balance owed to $T-Mobile issued credits in the amount of $65.11, and Mr [redacted] remitted payments in the amount of $on February 27, 2017, reducing the balance owed to $It is important to note that the February 27, payments are the last payments remitted to Mr [redacted] ’s account As the account reflected a past-due balance, on March 16, 2017, T-Mobile suspended the account’s ability to place outbound callsOn March 17, 2017, Mr [redacted] arranged to remit a payment in the amount of $on March 24, 2017, followed by a payment of $on April 7, Mr [redacted] ’s account was restored at that time, with a restore from suspension fee of $plus tax for each line of serviceOn March 23, 2017, T-Mobile issued credits to Mr [redacted] ’s account totaling $65.11, and removed the payment arrangement at his requestAs a courtesy to Mr [redacted] , the EIP for the LG Khandset was closed at that timePlease note that this created a charge for the remaining EIP balance, to appear on the next billing statementDue to an inadvertent error, this charge was not adjustedAs such, Mr [redacted] ’s March 23, billign statement was in the amount of $for monthly access charges, monthly EIP, a late payment fee, the above-referenced restore from suspend fees, and the LG KEIP balanceThis brought the balance owed to $Regrettably, Mr [redacted] ’s payment scheduled for March 24, 2017, was not remitted, and as such, on March 26, 2017, T-Mobile suspended the account servicesMr [redacted] ’s April 23, billing statement reflected a credit balance of $to prorate the previous monthly access charges, reducing the balance owed to $ In an effort to amicably resolve Mr [redacted] ’s concerns, on May 4, 2017, T-Mobile issued a credit to his account in the amount of $118.74, for the billed EIP balance for the LG KhandsetHowever, as the account remains past-due, Mr [redacted] ’s account service remains suspendedMr [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owed and to restore serviceAdditionally, T-Mobile offers to allow Mr [redacted] to provide a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a bill credit for the qualified chargesT-Mobile requests that Mr [redacted] contact me at the number below no later than May 31, 2017, to accept this offer as resolution to his concernsT-Mobile regrets any inconvenience Mr [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 Chris P [redacted] Executive Response

April 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Pre-Paid NoXXX-XXX [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account In Mr [redacted] ’s letter to your office, he indicates that he is not able to use service with his handset in or around his home We regret any coverage issues Mr [redacted] has experienced Unfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors and conditions that may interfere with actual service, quality, and availability Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool In reviewing the Personal Coverage Check tool for Mr [redacted] ’s area, T-Mobile shows that he should expect moderate coverage T-Mobile records indicate that Mr [redacted] has remitted $in refills to his account Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Nevertheless, as a gesture of goodwill, on April 14, 2017, T-Mobile approved a refund in the amount of $ Mr [redacted] was shipped a pre-paid MasterCard in the amount of $60.00, he should allow up to ten business days for the refund card to be delivered T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

August 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 4, 2015, 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 letterT-Mobile regrets any concerns Ms [redacted] may have experienced regarding our Carrier Freedom reimbursement offeringAs Ms [redacted] indicates in her correspondence to your office, T-Mobile will now reimburse consumers’ early termination fees up to $per line and provide account credits of up to $per device tradat the time of their activationTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must potheir current mobile number, traa device, and purchase a new T-Mobile deviceThe new device may be purchased with our Equipment Installment Plan (EIP), but this is not requiredEach line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device tradand a new T-Mobile device purchased for use on that mobile numberIn order to qualify for the reimbursement of early termination fees and/or device tracredits, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationAs indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expeditedTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activityUnfortunately, T-Mobile does not have record of Ms [redacted] submitting the required information for reimbursementNevertheless, T-Mobile would like to assist Ms [redacted] ; therefore, we request that she provide a copy of her final billing statement from her previous carrierMs [redacted] may send it directly to my attention by fax at [redacted] or by email at [redacted] @T-Mobile.comUpon receipt, T-Mobile will contact Ms [redacted] with our reviewBased 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, INCSacny A [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 meThe resolution is satisfactory, but the reply submitted does not explain the entire truthI did submit a device (iPhone)that the store told me was acceptable for the promotionWe specifically asked if we could use our current phones and sales rep said we couldI have issues that these details were left out purposely to encourage the switch even though we would not qualifyI am happy with the credit, but once again the customer service is misleading and failing to tell the entire truth.Sincerely, [redacted] ***

May 17, 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 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile handset and his efforts to contact our Executive TeamOn September 14, 2015, Mr [redacted] participated in our JUMP! On Demand offer for a Samsung Galaxy Note on his mobile number ending in ***JUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong networkMr [redacted] was not asked to make an upfront capital cost reduction payment; however, he agreed to monthly lease charges of $ On January 8, 2017, Mr [redacted] participated in our JUMP! On Demand offer a second time for an iPhone 6S Plus on his mobile number ending in ***Mr [redacted] was not asked to make an upfront capital cost reduction payment; however, he agreed to monthly lease charges of $Regretfully, Mr [redacted] had concerns with his iPhone 6S Plus as well Our records further indicate that Mr [redacted] was subscribed to our equipment protection feature for $per month on his mobile number ending in [redacted] from February 26, 2017, through March 15, This feature provides Mr [redacted] with the option to process a Handset Exchange through our Handset Exchange program after the Limited Year Warranty expires as long as the feature is active on his accountT-Mobile provided Mr [redacted] with a replacement Samsung Note on February 28, 2017, March 1, 2017, and March 15, As Mr [redacted] states in his correspondence, he continued to have concerns with his handsets and he returned them Please be advised that T-Mobile offered Mr [redacted] to return his Samsung Note and iPhone 6S Plus to our Executive officeWe provided our return address and instructions on how to return the handsetsOn March 15, 2017, T-Mobile provided Mr [redacted] with a courtesy credit of $that was applied to his account balance for his monthly lease payments paidIn addition, on March 15, 2017, T-Mobile sent Mr [redacted] a brand new Samsung Jat no cost to him Later, Mr [redacted] contacted T-Mobile and stated that he was unhappy with the features of the Samsung Jand we advised him to keep it as an additional handsetT-Mobile’s Executive office received Mr [redacted] ’s voicemails requesting a return shipping labelIn an effort resolve Mr [redacted] ’s concerns on April 6, 2017, T-Mobile requested that a prepaid return shipping label be sent to Mr [redacted] , so that he may return his equipmentAs of May 16, 2017, T-Mobile has not received Mr [redacted] ’s handsets Please note that T-Mobile does not provide handsets at a discount; however; T-Mobile offers a great EIP or Jump! On Demand lease program where Mr [redacted] may purchase a new deviceT-Mobile also provides Mr [redacted] with a day equipment return period, where he may return his device within days for a full refund In an effort to amicably resolve this matter, on May 16, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] ’s account as a one-time courtesyIn addition, Mr [redacted] may return his iPhone 6S Plus to our office in exchange for a credit of the remaining purchase price of $The handset can be mailed to me at the following address: T-Mobile USA, Inc Attn: Ligia M [redacted] c/o Executive Response P.OBox Albuquerque, NM T-Mobile recommends that Mr [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Mr [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper creditPlease be advised if the full kit is not returned (such as a missing charger or battery), a $restocking fee will be deducted from the credit offered aboveIf the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr [redacted] and the final lease payments and purchase price will then be considered validIt is important to note, Mr [redacted] must have the equipment post marked for return no later than May 29, take advantage of this offerWe also ask that Mr [redacted] disable the “Find My iPhone” feature on his Apple iPhone 6S PlusAs of May 16, 2017, Mr [redacted] ’s account reflects a credit balance of $152.13, which will go towards his next billing statementT-Mobile regrets any inconvenience to Mr [redacted] regarding this matter Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

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 meSincerely, Mrs [redacted]

June 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 19, 2017, regarding the above-referenced account T-Mobile appreciates this additional opportunity to review and address Ms***’s concerns and understand the importance of providing professional and thorough service on every contact In Ms***’s most recent letter to your office, she states she has yet to receive her final billing statement reflecting itemized charges It is important to note that billing statements are issued upon the end of the current billing cycle which, in this case, is the 1st of each month Ms [redacted] will receive her final billing statement via mail approximately five to seven business days from the date the statement beings being processed Ms [redacted] has been provided with the below contact number as well as the email address [redacted] @T-Mobile.com and T-Mobile asks that she contact me directly if she has any questions about the final billing statement Ms [redacted] has also requested compensation for the cost of changing providers and T-Mobile has reviewed her original letter to your office where she states she has been unable to use her data and voice services T-Mobile has reviewed the most recent billing cycle and confirmed that, since converting to the T-Mobile ONE rate plan, Ms [redacted] used over minutes with calls as long as minutes as well as 34GB of data While T-Mobile regrets to learn we are not the right carrier for Ms***, we have confirmed that she was able to successfully use her services and therefore must respectfully decline her request for additional compensation 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 Liana G [redacted] Executive Response

March 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 15, 2016, regarding the above-referenced accountWe are sorry to hear that Ms [redacted] is having issues with her LG GhandsetBy purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceUnder 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 confirm that on January 3, 2016, Ms [redacted] processed a handset exchange for a replacement battery and on February 16, 2016, Ms [redacted] received a replacement LG GUpon speaking with Ms [redacted] , she stated that she continued to have handset issuesIn an effort to amicably resolve this matter, on March 22, 2016, T-Mobile sent Ms [redacted] a new Samsung Galaxy Son our Equipment Installment Plan (“EIP”)On March 22, 2016, T-Mobile applied a courtesy credit of $to her account for the required down paymentMs [redacted] understands that she will be responsible for the monthly EIPs of $T-Mobile also assisted Ms [redacted] with a billing cycle close date change on her accountIn addition, T-Mobile offered Ms [redacted] the option to return her equipment to my attention in exchange for a credit of her remaining EIP balance of $The handset can be mailed to me at the following address: [redacted] T-Mobile recommends that Ms [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include the handset, battery, charger, and her account information within the box to ensure proper creditPlease be advised if the full kit is not returned (such as a missing charger or battery), a $restocking fee will be deducted from the credit offered aboveIf the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms [redacted] and the EIP balance will then be considered validIt is important to note, Ms [redacted] must have the equipment post marked for return no later than April 18, to take advantage of this offerMs [redacted] accepted this as a resolution to this matterT-Mobile regrets any inconvenience to Ms [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLigia M [redacted] Executive Response

June 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, regarding the above-referenced accountT-Mobile takes customer privacy and security very seriously and we regret any concerns Mr [redacted] has had with his accountAs Mr [redacted] has already heard, [redacted] , a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly million T-Mobile customersThis breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, and September 16, Please know that T-Mobile is fully cooperating with [redacted] in this investigation and will continue to do so as long as necessaryThe records that were compromised include information such as names, addresses and birthdatesThere were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromisedT-Mobile further regrets the unauthorized insurance claim processed in connection with Mr***’s T-Mobile accountIt is important to note that the Premium Handset Protection (“PHP”) insurance, which is managed by T-Mobile, is offered and administered through AssurantPlease note that Assurant and T-Mobile are separate companies, each with separate policiesT-Mobile records confirm that on February 24, an insurance claim was filed with Assurant for the line ending in ***On April 23, a $Salvage Non-Return fee was charged to Mr***’s account as the Assurant had not received the defective device within thirty days from the Claim Ship DateT-Mobile records further indicate that Mr [redacted] contacted T-Mobile on April 26, regarding the Salvage Non-Return fee and was referred to contact Assurant regarding the $feeAt which time Assurant was in review of the fraudulent claimIn an effort to amicably resolve this matter T-Mobile has removed the $Salvage Non-Return fee until Assurant has completed their investigationPlease note that Mr [redacted] would need to contact Assurant directly regarding any details of Assurant investigation at 1-866-866-As the date of this letter Mr***’s account reflects balance of $with a due date of June 15, 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, INCAmor M [redacted] Executive Response

November 1, 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 her accountT-Mobile records confirm that on September 23, 2016, Ms [redacted] returned her Samsung Galaxy Note as directed by SamsungMs [redacted] had leased the Samsung Galaxy Note through JUMP! On Demand (“JOD”)As such, when Ms [redacted] returned the Note 7, the JOD lease was endedIt is important to note that when a JOD lease is ended early, the remaining lease balance, as well as the purchase option price are billed to the following billing statementFurther records confirm that on September 23, 2016, we applied a credit totaling $to Ms [redacted] ’ account to offset the JOD lease charges which were to be assessed to her October 11, 2016, billing statementAt the time the credit was applied to Ms [redacted] ’ account, she had an outstanding balance of $349.36, which was billed to her September 11, 2016, billing statement for services from September 11, 2016, through October 10, Ms [redacted] also remitted payments totaling $to pay off four Equipment Installment Plan (“EIP”) loans on her account for accessories she had financedWhen a customer makes an early payment toward an EIP loan, payment is collected immediately, and the charges for the closed EIP loans are assessed to the following billing statementMs [redacted] did not remit any additional payment toward her outstanding balance of $Therefore the credit for the Note return and the early EIP loan payments reduced Ms [redacted] ’ outstanding balance to a credit balance of $We encourage customers to remit payment for EIP loans when their balance is zero, so the credit balance created will carry forward to the billing statement showing the final EIP loan chargesOn October 11, 2016, Ms [redacted] ’ billing statement was provided showing an outstanding balance of $732.79, which includes monthly access charges and taxes, equipment charges and the final JOD lease balance and payment option for the Note and the final EIP loan balances for the accessories paid off less the credit balance explained aboveOn October 28, 2016, Ms [redacted] remitted payment in the amount of $200.00, reducing her balance to $Further review reflects that on October 20, 2016, a credit of $was applied to Ms [redacted] ’ account for taxes, reducing her balance to $Based on our findings it is T-Mobile’s position that Ms [redacted] was billed correctly for her monthly access charges and equipment chargesMs [redacted] may contact Customer Care by calling 800-937-to discuss payment optionsT-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, INCBrian W [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to add that T-Mobile needs make its Fraud Department accessible to its customers I could have avoided months of anger and frustration if I was able to speak with someone of authority They kept promising me a call back, and that "The Fraud Department" was investigatingIt took months, a complaint to the Revdex.com, and police report to get my issue resolved T-Mobile lost my business Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:1) I was called ONCEI have also been called by other people in response to my constant inquiries into my accountWHEN I CALLED BACK: I am ALWAYS told that the customer service representative has no idea who called me, they don't know what department that person is in, and they have no way of connecting me with that personThere is NEVER a way to reach anyone back, which is obviously a really clever way of avoiding speaking to complaining customers.2) GIVING ME REFUNDS DOESN'T FIX THE PROBLEMThe problem is that THIS KEEPS HAPPENING.I AM NOT ADDING THINGS TO MY LINESI AM NOT ADDING LINES.REPEAT: I AM NOT ADDING THINGS TO MY LINESI AM NOT ADDING LINES.I DID NOT AUTHORIZE OR ADD THOSE EXTRA LINES TO MY ACCOUNTNO ONE IN MY FAMILY DIDTMOBILE IS DEFRAUDING ME BY CONSTANTLY ADDING THINGS TO MY ACCOUNT WITHOUT MY PERMISSION OR THE PERMISSION OF ANYONE IN MY FAMILYI demanded proof (WRITTEN OR VOICE-RECORDINGS AS PROOF)that I or my family added these lines and extra charges to my accountI was denied, more than onceI FINALLY got someone to review calls, and cleverly, when the "supervisor" tried to reach me, I could never reach him again because no employee at Tmobile leaves phone numbers for you to call back (see above note on phone CSRs not being able to connect you with the person who called you).I WAS OVERSEAS WHEN THESE LINES AND EXTRA CHARGES MAGICALLY APPEAREDTHERE IS NO WAY I ADDED ANY OF THESE THINGSMy mother did call in October of 2016, using the last of my social security numberSHE CALLED TO CLOSE A LINE, NOT TO ADD A 6MB DATA & TEXTING PLANTHERE IS LITERALLY NO REASON FOR HER TO DO THIS - WE HAVE UNLIMITED DATA AND SMSesGod forbid we ever call Tmobile - all of the sudden things were "magically" added to our linesI AM SICK AND TIRED OF HAVING TO COMB THROUGH MY BILLI SPEND LITERALLY HOURS ON THE PHONE, FIGHTING ABOUT THINGS THAT NO ONE ADDEDTMOBILE CAN NEVER PROVIDE PROOF AND ALWAYS HAS TO "REFUND" USEVERY TIME I CHALLENGE THEM, EVERY TIME I ASK FOR PROOF, I JUST GET SHIFTY ANSWERS AND MAGICAL REFUNDS THAT ARE SUPPOSED TO MAKE ME STOP BEING ANGRY JUST STOP TRYING TO TRICK MY PARENTS INTO WASTING THEIR MONEY AND I WILL STOP COMPLAINING AT YOU Sincerely, [redacted] ***

August 31, 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 21, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding T-Mobile inquiries appearing on his credit reportT-Mobile records indicate on August 9, 2017, Mr [redacted] activated his T-Mobile accountT-Mobile was unable to locate multiple accounts that would cause a credit inquiry to appear multiple times on Mr [redacted] ’s credit report In an effort to amicably resolve this matter, T-Mobile requested to remove the credit inquiries from the three major credit bureausPlease note it can take up to days for the changes to reflect on Mr [redacted] ’s credit report Should Mr [redacted] wish to contact the three major credit bureaus, he can contact them using the following information: • 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– 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 Jennifer G [redacted] Executive Response