T-Mobile USA

April 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced accountPlease be advised that upon speaking with Mr***, he confirmed that Mr [redacted] and Mr [redacted] is the same person T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the recent purchase of his iPhone device and our iPhone Trapromotion On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusBeginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligibleWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months In order to qualify as an acceptable traddevice, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements were not met the customer was not qualified for the promotionPlease also know that if a customer cancels their account prior to the end of the month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement In reviewing Mr***’s handset upgrade and trade-in, our records confirm that he purchased an iPhone device with 32GB of memory and tradan iPhone deviceUnfortunately, the device had the “Find My iPhone” enable, therefore; Mr [redacted] was not eligible for the iPhone Trapromotion Nevertheless, in an effort to amicably resolve this matter, between February 27, 2017, and April 12, 2017, T-Mobile issued equipment credits totaling $equivalent to the traand promotional bill credits Mr [redacted] would have been eligible if his tradevice met the eligibility criteriaT-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience that he 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 Maggie R [redacted] Executive Response

January 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 January 11, 2017, regarding the above-referenced accountWe regret any concerns [redacted] has regarding the T-Mobile Apple iPhone promotionFrom September 9, 2016, to September 25, 2016, T-Mobile customers that traded in their fully owned Apple iPhone and purchased an Apple iPhone were eligible to receive monthly bill credits to cover the cost of the Apple iPhone T-Mobile records indicate that on September 26, 2016, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB Black handsetEIP 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 installmentsIt is important to note that only one handset may be turned in per requested upgrade and that the travalue for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handsetAlthough the retail representative can provide information as to the amount of the potential credit, that information may not be the final determinationOnce the trahas been agreed to, if the store has the new handset in stock, the upgrade may be completed in the storeHowever, if the store is not a participating traretailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicatedOnce received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cyclesOn December 15, 2016, [redacted] contacted our Customer Care department regarding notification his order had been canceled and he was advised that unfortunately, due to an inadvertent error the order was in fact canceledAs such, a new order was placed for the Apple iPhone handset under the promotionOur records confirm [redacted] **’s Apple iPhone 6s Grey 16GB handset used in the trade in for the promotion was disqualified due to Find My iPhone being enabled upon receiving it at the T-Mobile warehouseIn order to amicably resolve [redacted] **’s concerns T-Mobile has closed the EIP balance on the Apple iPhone 32GB Black handset leaving a zero balance for his equipmentBased 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, INCChristopher P [redacted] Executive Response

July 24, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated July 17, 2015, regarding the above-referenced accountT-Mobile is pleased to report that Ms [redacted] considers her concerns addressed and resolvedT-Mobile records indicate that on March 6, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Shandset, Impact Shield Screen Protectors, Micro SD Card, and S-View Metallic Phone Cover on account number ***EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on her personal credit history at the time of Ms [redacted] ’s purchase, she was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $27.28, which appeared on the first bill following the purchase of the deviceIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseT-Mobile records indicate that on March 7, 2015, Ms [redacted] requested to complete a Change of Responsibility (“COR”) for mobile number ending in A Change of Responsibility is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountUpon requesting a COR, Ms [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedT-Mobile investigated this matter and found that the COR for mobile number ending in [redacted] was not processed due to the EIP mentioned above not being able to transfer as Ms [redacted] activated the EIP with a different mobile numberAs a result, on April 26, 2015, Ms [redacted] ’s account number [redacted] was cancelled for nonpaymentPlease note that the remaining EIP balance of $was accelerated and posted to the final billing statement dated May 7, It is T-Mobile's position that the remaining EIP balance is valid and owedPlease be advised that from the billing statements dated March 7, through May 6, 2015, Ms [redacted] incurred Monthly Recurring Charges (“MRC”) in the amount of $239.45, which included the promotional for $Rate Plan, JUMP! insurance per line and applicable taxes and feesOur records indicate that the charges above include two months of servicePlease be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstandingOur records confirm that on July 17, 2015, account number [redacted] was referred to Enhanced Recovery Company, in an effort to collect the valid balance on the accountIn an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile has processed a new EIP plan for Ms [redacted] ’s account ending in 5473, and upon acceptance of the EIP authorization, T-Mobile will apply a credit of $to account ending in ***, leaving the account closed with a zero balanceAdditionally, T-Mobile will remove the above mentioned account from collections and instruct the collection agency to delete any negative information reported regarding the accountPlease note that it may take up to days for the credit report to be updatedPlease be advised that account ending in [redacted] 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 [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I have been trying to contact T-mobile everydayHowever I was direct to voicemail every single timeAnd I Do not understand the definition of consecutive payment that explain By T-mobileIt makes me feel like T-mobile just want to keep customer using service without offer any promotion at all Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Of numerous of resasons, there were somethings mentioned & discussed amoungst Will & I conversation on 9/20/that weren't mentioned in this report; such as I was promised a iphone plus jet black 128GB next business day shipping @ no cost shipping expected Nov 15th - Dec 12thIn addition to only being financed a total of $over months once I recieve the iphone plus jet black 128GB my monthly charge will be $for the phoneThere was an cell spot router that I did recieve on 9/22/free of charge & it has helped my service work tremendously since Also my account has already been credited $for the past due balance for the phone service in addition to being credited a total of $for the I phone plus jet black 128GB which leaves me to just pay $over 24monthsHowever, what I can't understand is why do I still have a full bill for the month in the amount of $which bills me for the services starting 9/- 10/I should be credited from 9/- 9/as well which is the day my service began working properly since I recieved the cell spot router on 9/Therefore, I should only have to pay for services from 9/- 10/Not the full monthSincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. In addition, Ms. M [redacted] was extremely helpful and professional when discussing the case. Hopefully, T-Mobile will model future customer-care training after her competent handling of the situation. Thank you for resolving this issue. Sincerely, [redacted]

May 19, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 7, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile promotions and coverage at home. Ms. [redacted] is referring to our Magenta Port-In Offer and she did meet all requirements. On February 3, 2017, Ms. [redacted] ’s account was approved for the 2016 Magenta Port-In Offer and due to qualifying device purchase and plan requirements, she was approved to receive a monthly credit of $10.00 over 20-months. Regretfully, Ms. [redacted] has not received her monthly promotional credits. In regards to Ms. [redacted] ’s coverage, our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. Our records indicate that Ms. [redacted] lives in a 4G coverage area with no known issues or reported network issues in Ms. [redacted] ’s home area. While we do regret any issues, we have carefully reviewed Ms. [redacted] ’s usage and found that during her billing cycles running from January 25, 2017, through April 24, 2017, Ms. [redacted] ’s account used an average of 1,025 minutes, with calls as long as 19 minutes, 5,414 messages, and 22,819 megabytes (22GB) of data. Given this usage, it is T-Mobile’s position that Ms. [redacted] was able to utilize her service. In an effort to resolve the concerns that Ms. [redacted] had with her service, on May 12, 2017, T-Mobile filed a trouble ticket [redacted] for no signal in her area. After investigation of the area our engineers were unable to find any problems with our network in Ms. [redacted] ’s area. On May 18, 2017, as a courtesy, T-Mobile agreed to close Ms. [redacted] ’s remaining EIP balance of $1,622.83 for the iPhones to resolve her promotion and coverage issues. Ms. [redacted] accepted this as a resolution. As of May 18, 2017, Ms. [redacted] has no monthly EIPs for equipment on her account. T-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 attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Ligia M [redacted] Executive Response

January 18, 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 January 7, 2018, regarding the above-referenced file numberPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulTherefore, we will make every effort to address Mr [redacted] ’s concerns within this correspondence T-Mobile regrets any concerns Mr [redacted] has regarding the Mobile Device Unlock of his iPhone handset and we appreciate the opportunity to address his concernsPlease be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirementsSuch as, but are not limited to: Prepaid Accounts • The account must not be canceled • The International Mobile Equipment Identifier (“IMEI”) must not be blocked • Device is a model sold by T-Mobile Postpaid Accounts • IMEI is not blocked • Account must be in good standing • If the account is canceled, the account balance must be zero • The device is paid in full T-Mobile would like the opportunity to speak with Mr [redacted] and work toward an amicable resolutionWe request that Mr [redacted] contact our office directly at the number below to discuss this matterT-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 Carlos T [redacted] Executive Response

March 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that this matter has been resolvedT-Mobile regrets any frustration caused to Mr [redacted] with regards to T-Mobile coverage and his payment refundOn February 22, 2016, Mr [redacted] activated with T-Mobile under Prepaid Service and remitted a payment of $for the billing period from February 23, 2016, to March 23, T-Mobile Prepaid Terms and Conditions state that Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balancesAdditionally, we regret any coverage issues Mr [redacted] may have experienced and are working diligently on network improvements throughout the U.SOur goal is to provide our customers with the best experience possible, but unfortunately, T-Mobile is unable to guarantee coverage in all areasAlthough it is T-Mobile’s position that Prepaid Service is non-refundable, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile agreed to provide Mr [redacted] a Visa Prepaid debit for the amount of $Mr [redacted] agreed to this offer as a resolution and will receive the Visa Prepaid card in seven to ten business daysBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCesar R [redacted] Executive Response

June 16, 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 10, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] associated to the LG Tablet BundleFrom June 1, 2016, through June 6, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms [redacted] , who could receive 50% off the LG G Pad or LG G Pad X via rebate when they purchased any new LG V10, LG G4, or LG Gand a new LG G Pad or LG G Pad X through our month Equipment Installment Plan (“EIP”) Our records reflect that on June 1, 2017, Ms [redacted] purchased two LG Kdevices and two LG G Pad’s through EIPAt the time of purchase, she was not required to make a down payment; however, she agreed to pay $149.53, which is for the taxes on the full retail prices of the equipment and two SIM Starter Kits for her two new mobile internet lines of service with mobile numbers ending and Ms [redacted] then agreed to a series of monthly installments in the amount of $for all four devices, which appeared on the first bill following the purchase of the equipment As Ms [redacted] ’s purchase did not meet the promotion requirements, she was not eligible for the rebateWe apologize for the inconveniences this has caused Nevertheless, as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has issued a credit in the amount of $for both of the LG G Pad purchasesThe adjustment was applied towards the outstanding EIP balances on the account, closing the EIP as paid in full, and the residual of $was applied as account credit which will be applied towards her June 10, 2017, billing statement, leaving a balance due of $for Ms [redacted] ’s July 3, due datePlease note that on June 14, 2017, T-Mobile contacted Ms [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at the address below or 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christina S [redacted] Executive Response

June 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 May 24, 2017, regarding the above-referenced accountPlease be advised that we have attempted to contact Mr***, which has proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced in regards to the Friends and Family Lines On Us and Apple iPhone Trade Up promotional offersT-Mobile records confirm that on November 20, 2016, Mr [redacted] activated a fifth voice line of service ending in ***From November 18, 2016, through November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers who activated two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate planThose who took advantage of this offer were eligible to receive the two new lines at no cost after automatic monthly bill credits Regretfully, Mr***’s account has not received the monthly bill credit of $10.00, making the line ending in [redacted] no costTherefore, in an effort to resolve the matter, on June 1, 2017, T-Mobile enrolled Mr***’s account in the promotional offer and applied a credit of $to Mr***’s account for the billing cycle charges for the line ending in [redacted] from November 20, 2016, through May 18, T-Mobile records confirm that on September 9, 2016, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of and Apple iPhone Black 32GB handset and Apple iPhone Rose Gold 32GB handsetMr [redacted] was not required to remit a down payment and then agreed to a series of 24-monthly installments of $per handset At the time of purchase, T-Mobile was offering the Apple iPhone TraofferAs part of this offer, new and existing postpaid customers who tradtheir fully paid off Apple iPhone handset, from any carrier, could receive a new Apple iPhone 32GB handset for free, after bill credits, when purchased on EIPCustomers who purchased an Apple iPhone 32GB handset and tradtheir fully paid off Apple iPhone 5s handset from any carrier would receive the handset at $250.00, after bill credits, when purchased on EIP In review of the account, Mr***’s account is receiving a monthly bill credit of $for the Apple iPhone Rose Gold 32GB handsetAs this monthly bill credit should total $per month, on May 31, 2017, T-Mobile applied a credit of $to Mr***’s account for the total difference in the monthly bill credit over a 24-month term Additionally, Mr***’s traddevice qualified to receive a credit of $for his Apple iPhone handset and a monthly bill credit of $for 24-months, totaling $Unfortunately, the credits did not apply to Mr***’s accountTherefore, on May 31, 2017, T-Mobile applied a credit of $toward Mr***’s remaining EIP balance for the handset and $for the monthly EIP charges already billed to Mr***’s account since the date of purchase As Mr***’s account reflected a balance owed of $for the May 19, 2017, billing statement, the credits brought the account balance to a credit of $Should Mr [redacted] wish to discuss the matter further, he may contact me directly at the number listed below 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 Diana J [redacted] Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced in regards to her T-Mobile balanceT-Mobile records confirm that on September 9, 2016, Ms [redacted] activated a postpaid account with the mobile numbers ending in ***, ***, [redacted] and *** On that day, Ms [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdge Silver 32GB handset on the mobile number ending in ***Accordingly, Ms [redacted] was required to make a down payment of $and then agreed to a series of monthly installments in the amount of $ Additionally, on September 29, 2016, Ms [redacted] purchased two Samsung Galaxy SEdge Gold 32GB handsets utilizing T-Mobile’s EIP offering, for the mobile numbers [redacted] and ***Ms [redacted] was required to make a down payment of $per handset and then agreed to a series of monthly installments of $26.25, per handset On March 28, 2017, through a Change of Responsibility (“COR”), Ms [redacted] ’s mobile number ending in [redacted] was transferred to the account number ending in ***On March 29, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customer allowing the new customers hours to agree to the EIP balance transferIt is important to note that if not signed within the allotted hours then the balance transfer request will cancel On March 29, 2017, through a COR, Ms [redacted] s mobile numbers ending in [redacted] and [redacted] were transferred to the account number ending [redacted] On March 30, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customerAfter a review of Ms [redacted] ’s account T-Mobile records confirm that none of the EIP balance transfer requests were received with the required electronic signature and as such, the balance remained on Ms [redacted] s account.; On April 3, 2017, T-Mobile sent a second EIP balance transfer request to both of the receiving customers for all of the above-mentioned handsetsRecords confirm that only the EIP balance transfer request for the mobile number ending in [redacted] was signed electronicallyTherefore, as the electronic signatures were not received for the EIP balance transfer requests associated with the mobile numbers ending in [redacted] and ***, Ms [redacted] remains responsible for the agreed upon EIP balances In an effort to resolve the matter, on April 11, 2017, T-Mobile sent an additional EIP balance transfer request to the email addresses provided by both of the receiving customersMs [redacted] has accepted this as a resolution to her concernsT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

April 27, 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 a letter dated April 9, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms***, and that she has designated Mr [redacted] as an authorized user of the account T-Mobile appreciates the opportunity to respond to Mr [redacted] ’ concerns related to the Apple Black Friday promotionPlease be assured that we strive to provide complete and accurate information to our customersWe apologize if Mr [redacted] feels that this was not his experience From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, Mr [redacted] , who trada qualifying fully owned Apple, Samsung, or LG phone from any carrierWith that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr [redacted] was eligible to receive the iPhone 7, iPhone Plus, iPhone 6s, or iPhone 6s Plus highly discounted or at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installmentPlease note that these requirements must be met throughout the term of the EIP T-Mobile records confirm that on November 25, 2016, Mr [redacted] purchased an iPhone Plus device with 128GB of memoryIf eligible for the promotion, Mr [redacted] would have received a maximum of $between traand promotional bill creditsAs Mr [redacted] mentioned in his correspondence to your office, he did not trada device at the equipment order was initiated, as such; it is T-Mobile’s position that he did not meet the eligibility requirements for the above mentioned promotion Nevertheless, in an effort to amicably resolve this matter, on April 27, 2017, T-Mobile closed the EIP associated to Mr [redacted] ’ iPhone plus with 128GB of memory device which reflected an outstanding balance in the amount of $In addition, T-Mobile issued a onetime bill credit in the amount of $for the difference between the $and the $offered by the promotionMs***’s account currently reflects a balance in the amount of $due by May 15, T-Mobile appreciates the opportunity to respond to Mr [redacted] and we regret any inconvenience to him 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 Maggie R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:They offered me the same promotion when I ordered second timeIn fact, I would not order if I was not offered the same promotionSince they influenced me in ordering me for the 2nd time with the same promotion, now they just can't deny from giving me the promotion Sincerely, [redacted] ***

April 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account We regret any coverage issues Ms [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere 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 toolIn reviewing the Personal Coverage Check tool for Ms [redacted] ’s area, T-Mobile shows that she should expect good to excellent coverage It is important to note that we have no record of Ms [redacted] contacting us with concerns regarding her coverageIt is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments T-Mobile reviewed the billing statements from January 2, 2017, through April 1, 2017, and over the course of those three months, Ms [redacted] used an average of 16,minutes with calls as long as minutes, sent and received multiple text messages and used an average of 34,megabytes (gigabytes) of dataAs such, it is T-Mobile’s position that Ms [redacted] is able to utilize the serviceT-Mobile would respectfully decline Ms [redacted] ’s request for a new handset free of charge Our records confirm that on September 22, 2016, Ms [redacted] purchased a Samsung Galaxy JdeviceHowever, on October 18, 2016, Ms [redacted] returned her equipment and chose to purchase a Samsung OndeviceBy purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange ProgramIf it is determined that a warranty exchange is needed, Ms [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and model If Ms [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choiceIf Ms [redacted] is not satisfied with T-Mobile's Limited Warranty policies, she is under no obligation to participate in the programAlternately, Ms [redacted] remains free to contact her handset manufacturer directly Presently, Ms [redacted] only has one handset under our Equipment Installment Plan (“EIP”), her Kyocera Hydro Wave with a remaining balance of $As such, Ms [redacted] may elect to purchase new handsets utilizing our EIPAdditionally, Ms [redacted] may complete further troubleshooting by contacting Customer Care at 800-937- Should T-Mobile’s network not meet Ms [redacted] ’s needs, she is under no contractual obligationsIt is important to note that should Ms [redacted] wish to cancel her T-Mobile account, the remaining EIP balance for her Kyocera Hydro Wave will remain valid and owed Of course, if Ms [redacted] does not wish to cancel her T-Mobile service, she is not required to do soMs [redacted] is welcome to continue her service and account with T-Mobile, understanding that the network she is experiencing is to be expectedT-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 Martin G [redacted] Executive Response

October 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 October 14, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Mr [redacted] satisfactionPlease 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] recent contact with our Customer Care teamOur records confirm that Mr [redacted] traded in an iPhone 6s Plus 128GB handset valued at $285.00, and an iPhone 64GB handset valued at $Please note that on September 22, 2016, Mr [redacted] account was adjusted $for the trade in of the iPhone 64GB handset, and on October 4, 2016, Mr [redacted] account was adjusted $for the trade in of the iPhone 6s Plus 128GB handsetPlease note that trade in credits are typically applied to the most recent bill, and not to Equipment Installment Plans (“EIPs”)Our records confirm that between September 2016, and October 14, 2016, Mr [redacted] tracredits have been applied to various EIPs on his account and then reversedNote that when a tracredit is applied to an EIP, the following bill will reflect a charge equal to the trade in creditThis is the reason Mr [redacted] billing statement was temporarily high, note that the trade in credit was applied to equal the EIP payment amountOn October 18, 2016, T-Mobile contacted Mr [redacted] at which time we applied the tracredits mentioned above to the EIPs that Mr [redacted] requestedAt this time, Mr [redacted] indicated that the issue was resolved to his satisfactionT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTaylor B [redacted] Executive Response

November 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 October 29, 2015, regarding the above-referenced accountWe are pleased to report that we have resolved Ms***’s concerns.T-Mobile regrets any concerns Ms [redacted] experienced regarding coverage and account billingT-Mobile records confirm that Ms [redacted] canceled her account due to concerns regarding the coverage in her areaOur records also indicate that there was no usage on the account while the service was activeIn an effort to amicably resolve the matter, T-Mobile issued a credit of $90.18, bringing the account to 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 relating to this accountPlease note that it may take up to days for the credit report to be updatedBased 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, INCJosiah M [redacted] Executive Response

April 21, 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 15, 2016, regarding the above-referenced accountT-Mobile regrets any accessory and insurance concerns Mr [redacted] has experiencedT-Mobile records indicate that on April 13, 2016, Mr [redacted] entered into a JUMP! On Demand lease and received a Samsung Galaxy Note It is important to note that on April 14, 2016, at Mr [redacted] request, the Premium Handset Protection feature (“PHP”) was added to his mobile number ending in ***Furthermore, on April 14, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan offering with the purchase of two Samsung Gear VR accessoriesPlease be advised that customers returning equipment may be assessed a restocking fee at the time the return is processedThis fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.comT-Mobile records confirm that on April 16, 2016, Mr [redacted] returned the two Samsung Gear VR accessoriesIt is important to note that Mr [redacted] was not assessed a restocking fee despite the above-mentioned Return PolicyIt is important to note that currently Mr [redacted] mobile number ending [redacted] has our Select Choice rate plan, Truly Unlimited Data with 14GB of mobile hotspot, and PHP for $plus tax monthlyPlease note that upon receipt of Mr [redacted] correspondence, the executive office called Mr [redacted] on April 18, 2016, and were able to resolve his concernWhile the Executive Office appreciates MrMr [redacted] business and his patience during resolution of this matter, we ask that our customers follow the appropriate path of resolution by contacting our Customer Care department first for any new issuesIf Mr [redacted] has any questions or concerns relating to our original discussion, he may send me an email at [redacted] @T-Mobile.comBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [redacted] Executive Response

August 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 August 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] may have experienced regarding her accountT-Mobile records confirm that on March 3, 2015, Ms [redacted] activated service with the mobile numbers ending in and Our records reflect that between March 3, 2015, and June 9, 2017, Ms [redacted] was subscribed to our now grandfathered Simple Choice Family Unlimited rate plan for two lines for $taxes excluded Additionally, Ms [redacted] enrolled in our Premium Handset Protection for $for each of the mobile numbers T-Mobile records indicate that on March 3, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Zhandset and an LG Ghandset Ms [redacted] has also purchased the following equipment: On April 2, 2015, a Samsung Galaxy S32GB handset and accessories;On September 29, 2015, a Samsung Galaxy S32GB handset;On August 3, 2016, a Samsung Charge Stand; andOn September 18, 2016, an LG GSilver handset Please be advised all EIP’s have been paid in full with the exception of the Samsung Galaxy S32GB handset and the LG Ghandset Further records confirm that on June 9, 2017, Ms [redacted] contacted T-Mobile requesting a rate plan change Ms [redacted] was then subscribed to our T-Mobile One Tax Inclusive family plan to include two lines for $($with AutoPay discount) Our records indicate that Ms [redacted] is not currently enrolled in AutoPay Please be advised that at the time of Ms [redacted] ’ activation, T-Mobile did not offer tax inclusive rate plans Please note that Ms [redacted] ’ billing statements from August 5, to September 4, 2016, September 5, to October 4, 2016, November 5, to December 4, 2016, January 5, to February 4, 2017, June 5, to July 4, 2017, and July 5, to August 4, all carried over past due balances causing billing fluctuations which may have led to billing confusion In an effort to amicably resolve this matter, on August 24, 2017, T-Mobile removed the EIP for the Samsung Galaxy Shandset to reduce Ms [redacted] ’ monthly recurring charges to $including taxes and EIP Additionally, T-Mobile has adjusted Ms [redacted] ’ account in the amount of $as a gesture of goodwill leaving the account with a credit balance of $Please be advised that Ms [redacted] has been advised that she would need to enroll in Autopay in order to receive an additional $discountT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

Tell us why here October 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 September 21, 2017, regarding the above-referenced accountWe are pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfaction T-Mobile regrets Mr [redacted] ’s concerns regarding the above-referenced accountT-Mobile records indicate that Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering, on October 27, 2016, with the purchase of an Apple iPad Pro for $Upon further investigation of this matter, we found that a Change of Responsibility (“COR”) for Mr [redacted] ’s mobile numbers ending in and was processed on May 5, A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessAs of that date, Mr [redacted] was no longer financially responsible for the mobile numbers ending in and In addition, because the new account holder also accepted financial responsibility for the EIP associated with the devices in use by those mobile numbers, the remaining EIP balance was also set to be transferred to the new accountHowever, due to an administrative error, the EIP was not transferred at the time of the CORTherefore, the remaining balance for the EIP of $was assessed on the billing statement dated July 5, Our records indicate that T-Mobile issued a credit in the amount of $486.63, on September 15, 2017, in an effort to amicably resolve Mr [redacted] ’s concernsThe credit resulted in an updated balance of $for prorated monthly access charges for bill dated June 5, It is T-Mobile’s position that the remaining charges are valid and owed Nevertheless, as an additional courtesy, on September 21, 2017, T-Mobile has credited the balance of $64.69, resulting in a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for Mr [redacted] ’s credit report to reflect the changeT-Mobile regrets any inconvenience that Mr [redacted] has experienced 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 Sharon B [redacted] Executive Response