T-Mobile USA

August 15, 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 10, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms [redacted] regarding the misunderstanding of her delayed paymentsAs Ms [redacted] has noted in her correspondence, her March 19, and July 22, 2017, payments have posted to her account, however they were posted to her account past the payment posting timeline of seven business days Unfortunately, there several factors that may cause a mailed payment to be delayedHowever, we are happy to see that Ms [redacted] ’s payment were not missing and posted to her T-Mobile account accordinglyAs such, there is no additional documentation that Ms [redacted] would need to provide Regarding Ms [redacted] ’s concerns for her final balance, our records reflect that on July 21, 2017, she transferred her numbers ending [redacted] and [redacted] to a new carrier which effectively cancelled her accountPlease note that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Ms [redacted] was billed through July 27, As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund to her credit card in the amount of $for the pro-rated charges incurred from July 21, 2017, through July 27, Ms [redacted] should receive the refund into her account within three business days Again, we regret the inconveniences that Ms [redacted] has experienced and appreciate the opportunity to address her concerns 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 Christina S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: To Whom it may concern: When I signed up for T-Mobile in May I was told by an associate in store, as well as an customer service representative I had multiple towers near my areaI was reassured by more then one associate that I would have excellent serviceWhen I arrived in my new location and called customer service Again, A different agent informed me that I did not have any service in the area I was inI was guaranteed service by two different T-Mobile agentsI worked to resolve this issue to keep service, I went above and beyond to set up a booster and boost the phone itselfYet, I was lied to by two employees When I was initially signing up and changing carriers to T-Mobile I was not made aware of the guidelines with the carrier freedom programIf I had been made aware of this program I would have waited to changed my service (Even though I had NO service what-so-ever.) I was lead to believe that by switching carriers T-Mobile would follow through with their promise to payAs both a business owner and a pre-law student I had needed excellent serviceI talked to associates in store and online about the service in my location and did not have the option and was not made aware of the option where I could check “coverage”I blindly took the word of your representatives, trusting that T-Mobile was going to treat their customer with respect and truth After going through months of customer service challenges I finally got my refund for what I spent in storeT-Mobile pushed this refund for months, using a different excuse each time I spoke with themWhen I signed up with T-Mobile I had to trade in my device to get a new T-Mobile deviceWhen I was going through many different service problems I had to send my phone BACK to T-Mobile leaving me with no device at allI told part of the refund I was receiving was because I had to go to a totally different carrier and get a brand new phone because both my original phone and T-Mobile’s phone were sent back to T-MobileThis had nothing to do with my reimbursement from switching carriersI did not have the option of going back to my previous carrier and because I had to give T-Mobile the old phone I have a 400$ device charge as well as 200$ in cancellationsAgain, I would have never traded my phone in and I would have waited longer if the company was truthful with their policies I am now in debt 628$ after doing everything the company has asked me to do regarding keeping service AND going above and beyond to try and keep their serviceBased on this information, the company was untruthful and did not disclose the proper information at the time of service leaving me with no options [redacted] M [redacted] Sincerely, [redacted]

February 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 Nos [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 4, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr***’s concerns have been resolved to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced in regards to his T-Mobile accountT-Mobile has completed its investigation of this matter and has been unable to substantiate the allegation of fraudT-Mobile records confirm that on August 20, 2016, Mr [redacted] activated the postpaid account number [redacted] with two voice lines of service, with the mobile numbers ending in [redacted] and ***Records indicate that Mr [redacted] has been utilizing this account number from the date of activation T-Mobile records confirm that on December 24, 2016, Mr [redacted] requested to add two voice lines of service to his existing account number [redacted] Due to an inadvertent error, a separate postpaid account number [redacted] was activated with two voice lines of service, with the mobile numbers ending in [redacted] and *** At the time of activation, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Onblack handsetsMr [redacted] was required to make a down payment of $per handset and agreed to a series of monthly installments of $4.00, per handset It is important to note that at the time of Mr***’s purchase, T-Mobile had the Smartphone On Us winter promotion availableAs part of this promotion, customers who signed up on the T-Mobile ONE rate plan could receive a Samsung Galaxy Onat no charge, after EIP bill creditsAs a result, Mr***’s account was receiving a credit of $6.25, per handset, to offset the monthly EIP charges and the down payment paid at the time of purchase T-Mobile records confirm that on the same day, T-Mobile corrected the error and transferred the mobile numbers ending in [redacted] and [redacted] from the account number [redacted] to the account number [redacted] Records confirm that due to an inadvertent error, only the EIP associated with the mobile number ending in [redacted] was transferred to the account number [redacted] As a result, when the account number [redacted] was cancelled, the remaining EIP charges associated with the mobile number ending in ***, along with the monthly recurring charges from December 25, through January 24, in the amount of $191.98, were accelerated to the final bill dated January 28, In an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a credit of $to the account number [redacted] , reducing the account balance to zero Additionally, as Mr [redacted] was no longer going to receive the monthly EIP credits of $for the Samsung Galaxy Onhandset associated with the mobile number ending in ***, he would not receive the equal amount of the down payment of $that he was required to pay at the time of purchaseTherefore, in an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a courtesy credit of $to the account number [redacted] , bringing the account to a credit balance of $Mr [redacted] has accepted this as a resolution to his concerns 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

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 meIn addition, an executive has accepted and refunded me my JOD account and all is good Sincerely, [redacted] ***

March 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] [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 March 22, 2016, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] M***, and that she has designated [redacted] as an authorized user of the account T-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device During the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide Mr [redacted] with a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that Mr***’s 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 damage If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account With regard to Mr***’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of the exchange This information is also in the users’ manual and in the material that accompanies the replacement handset Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed Nevertheless, in an effort to amicably resolve the matter, on March 23, 2016, upon speaking to Mr***, T-Mobile applied a credit in the amount of $towards the account for the aforementioned out-of-warranty fee and applicable tax Pursuant to our conversation, Mr [redacted] has confirmed that the matter is resolved and he has no further concerns Ms***’s account remains active with a zero balance T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

September 7, 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 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his servicesOn November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile videoVideo streaming has become the #way many people use dataBinge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less dataThat said, Binge On is an automatic enabled feature that our customers can control at all timesIt can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website As can be expected, there are requirements to qualify for Binge-OnPlease be advised that in order to qualify for Binge-On, customers must have a 3GB or higher data packageOur records confirm that Mr [redacted] has the 2GB data feature for all of his lines that is included with his rate plan therefore is not eligible for Binge-On Based on Mr [redacted] ’s history with us, on September 5, 2017, T-Mobile offered 3GB web package for all of his lines at no cost for the next monthsMr [redacted] is welcome to contact me at the number below to take advantage of this offer Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: My original complaint was regarding my plan increases, lack of proper communication and lack of professionalism on the part of Tmobil customer careThe long distance plan was in use by my account for yearsIt was always $All of the sudden it increased without my knowledgeWhen I called regarding the increase earlier this year - I was given a courtesy lowering of the price of the plan back to $NO ONE EXPLAINED TO ME that this is a completely different planMiss Diana (responding on behalf of tmobil) should have listened to the calls to get a better grasp of the situationI was on a budged, when my price shot up obviously that changed my billing cost as wellI was constantly on the phone with tmobil, and every time they PROMISED that NOW it will (again) be $for everythingAs I said that was my main concern that those changes never stuck around for more then a month or twoThat was my MAIN concernSecond concern was the complete inadequacy of the representatives I have talked with on May (as explained in original complaint) The fact that I was changed over to the pay per minute plan was news to me, and only after talking to several reps (perhaps close to 10) last one told me of what happenedI was unaware, as that is not the plan I WOULD EVER BUY! The last rep also told me that the plan I was talking about (all inclusive calls) never existedShe never changed my plan back to my OLD planI went on my device, logged on and checked for myselfI then found the all inclusive (supposedly non existent plan) and switched myself backMiss Diana from Tmobil called me 5-15-left a message, I called her back with the extension number provided however, the main message was on repeat and I was unable to reach anyoneI called again today; reached Miss Dianas voice mail, which has a recording dating back to January and speaking of " no one being around due to inclement weather" - I left a message with all my details , but no one called me backseems like this in a ongoing problem with tmobilcomplete lack of undestanding of what the customer is saying, lack of communication and inadequacyNone of my major concerns were addressed by miss Diana, she only tried to explain the long distance plan, but she failed to explain WHY it was switched to a different plan, without any explanation by the rep changing it - I did not want a different plan! My complaint standPlease address the issues I asked about, I however did not ask about a running history of my bill paymentsI have been a customer of tmobil since April 2002, thats years - obviously I paid my billsThank you Sincerely, [redacted] ***

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 22, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr [redacted] ’s satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding our Samsung and LG Black Friday offerCustomers like Mr [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who trada qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy SEdge, or an LG Vusing the Equipment Installment Plan (“EIP”) at no costThis promotion was valid from November 24, 2016, through November 27, With all eligibility requirements met, Mr [redacted] was to receive a monthly bill credit for the amount of the installment – making the handset free after months T-Mobile records confirm that on November 24, 2016, Mr [redacted] placed an order for a Samsung Galaxy SEdge device on the phone line ending in [redacted] and placed the equipment on EIPOn November 25, 2016, Mr [redacted] purchased a Samsung Galaxy Sdevice on the phone line ending in ***, this order was also placed on EIPMr [redacted] was not required to make a down payment; however, he agreed to pay $for the taxes on the full retail price of the equipmentMr [redacted] then agreed to a series of monthly installments in the amount $for the line ending in [redacted] and $for the phone line ending in *** T-Mobile records confirm that the two below devices were surrendered for traas part of the promotion eligibility requirements: • Samsung Note 4: phone line [redacted] • Samsung SEdge: phone line [redacted] The trade in for the phone line ending in [redacted] was processed in store on November 25, 2016, and a trade value of $was applied towards the payment at the time of purchase for the Samsung Galaxy SdeviceFurthermore, the phone line ending in [redacted] was successfully enrolled in the promotion and has continued to receive monthly promotional bill credits of $in alignment with the promotion There was note a trade in device received for the phone line ending in ***; therefore no account trade in credit was applied and the phone line was not enrolled in the promotionHad the phone line met requirements the account would have received a trade in credit of $and the phone line ending in [redacted] would have received EIP bill credits of $for a total amount of $The bill credits combined with the trade in credit make for a total offer value of $ T-Mobile contacted Mr [redacted] on May 22, 2017, and in effort to amicably resolve this matter T-Mobile has closed the EIP for the Samsung Galaxy SEdge device on the phone line ending in ***Further T-Mobile adjusted the previously billed EIP charges for this device in the amount of $Following this adjustment Mr [redacted] ’s account currently reflects a zero dollar balancePursuant to the phone conversation Mr [redacted] advised this issue has been resolved, T-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 Jamen F [redacted] Executive Response

September 18, 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 9, 2017, regarding the above-referenced accountT-Mobile regrets that we have been unable to reach Ms [redacted] to discuss this matterAs such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets Ms [redacted] ***’s continued concerns with her accountHowever, as mentioned in our previous correspondences to your office regarding this matter, dated August 14, and September 14, 2017, Ms [redacted] ***’s account was closed at a zero balance as of August 14, 2017, with no further obligation being owed to T-Mobile regarding this accountPlease note that any information to the contrary, including any pre-collection correspondences from a third-party collections agency, would have been dated prior to August 14, 2017, and are no longer accurateAdditionally, it is very important to note that as Ms [redacted] ***’s account was never fully transferred to any third-party collection agency, and as the third-party collection agency has now closed their file regarding this matter, Ms [redacted] ***’s credit report remains unaffected by this matterPlease allow this correspondence to serve as final confirmation that the above-referenced account will remain closed at a zero balanceT-Mobile sincerely 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 Kayla J [redacted] Executive Response

Good afternoon, This email is to notify you that the issue has been resolved with T-mobile thanks to MrAlex A [redacted] He has been really nice and comprehensive regarding this matterHe has resolved and make up for any inconvenience and actually gone above and beyond to be able to assist meAt this point I will like for this complaint to be closed as I have no other issues and MrA [redacted] has been able to assist in a short time and no extra steps are needed I want to state that thanks to MrA [redacted] I will let all this behind and start fresh with T-Mobile as my carrier, and that I haven't had any more issues with T-Mobiles services Thanks, [redacted] **

August 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] - [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 18, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letter T-Mobile regrets any concern Ms [redacted] may have experienced regarding the return of her Samsung Galaxy Gear SRegrettably, T-Mobile does not reflect a record of Ms [redacted] reporting any concern with her Galaxy Gear S until April 30, 2017, which was originally purchased on September 15, However, as a gesture of goodwill and in an effort to amicably resolve Ms***’ concern, T-Mobile agreed to accept the Galaxy Gear S outside the return period and credit the account for the cost of the device upon return to our officeMs [redacted] may return the Galaxy Gear S in like-new condition to: T-Mobile Executive Response Attention Oscar T [redacted] Menaul BlvdNE Albuquerque, NM We ask that Ms [redacted] include her name, account information, and mobile number to ensure that the accurate account receives the appropriate credit In Ms***’ concern she states she did not decline the tablet, however; T-Mobile records do not reflect any such offer being made at that time of activation on October 15, It is important to note, as stated in our response dated August 15, 2017, T-Mobile did not offer a free tablet with the activation of a new mobile internet line of service on October 15, 2015, and as such respectfully declines Ms***’ request for a free tablet 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 Oscar T [redacted] Executive Response

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 1, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Mr***, which have proven unsuccessful As such, T-Mobile will make every effort to address Mr***’ concerns within this letter We regret any inconvenience Mr [redacted] has experienced regarding our handset purchase and lease programs and we appreciate the opportunity to address his concerns T-Mobile records confirmed that on November 25, took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus 16GB Gold device for the line of service with mobile number ending in *** As Mr [redacted] is aware, JOD is a lease option in customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments However, they have the option to cancel their lease and return their handset at any time during the lease term If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time If the handset is not returned at the time the lease is ended, the total remaining balance for the Purchase Option Price (“POP”) of the handset is assessed on the next month billing statement A copy of Mr***’ JOD Agreement that clearly indicates the monthly instalments and a POP is attached here for reference The text messages Mr [redacted] is referring to are customer service messages that were intended to advise him of the impending end of his lease and the options he had available to him, including a nine-month, no interest Purchase Option Installment Plan (“POIP”)The first notification is sent out via text message days before the end of lease Another text notification is sent days before end of lease and again five days before then of end of lease with the final notification the day the JOD lease has ended T-Mobile regrets any inconvenience to Mr*** At the time of Mr***’ JOD lease agreement, the device in question was priced at $and Mr [redacted] agreed to an monthly lease payments of $eachAs such, at the end of Mr***’ lease, he was required to either return his device or upgrade to a new device or if he chose to keep it, he was required to pay the POP of $plus taxes with the following billing statement As Mr [redacted] opted out of our POIP option, on June 14, 2017, the POP of $plus taxes for a total of $was billed to Mr [redacted] account for the billing from May 19, 2017, to June 18, 2017, for a total balance of $due on July 11, As a courtesy, on July 13, 2017, T-Mobile issued a credit for the POP charges plus taxes in full; this brought the balance down to $However, Mr [redacted] made a payment of $on July, 4, 2017, which was applied to the past due balance for the bill from April 19, 2017, through May 18, Mr***’ account remains active with a past due balance of $which was due on July 11, T-Mobile regrets any concerns 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 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 Sal O [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because I have reached out to Carlos with three emails and two voice mails and have not received anything backStill waiting to hear back?! Sincerely, [redacted] ***

May 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 May 19, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] has experienced regarding his T-Mobile account and his attempts to settle his balanceT-Mobile records confirm that, on October 10, 2015, Mr [redacted] purchased two LG G-Stylo handsets, two screen protectors, and a protective case through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $ On November 13, 2015, Mr [redacted] entered into a JUMP! On Demand ("JOD") lease for an LG G-Stylo handset wherein he agreed to monthly lease installments in the amount of $ If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open EIP balance on the canceled account as well as remaining lease installments and purchase option price (“POP”) are accelerated and become due with the final billing statementThis information was disclosed within the EIP and JOD lease agreements provided at the time of Mr [redacted] ’ above-referenced transactionsOn October 19, 2016, Mr [redacted] ’ account was cancelled for non-payment, at which time his device payment plans were accelerated and the remaining balances were assessed as charges on the final billing statement dated November 11, Mr [redacted] ’ final billing statement dated November 11, 2016, consisted of past due charges from the billing statements dated July 11, 2016, through October 11, 2016, accelerated EIP balance, accelerated JOD lease installment balance, JOD lease POP, applicable taxes, and fees for a total balance of $790.94, which was due, on December 3, On November 21, 2016, a payment in the amount of $posted to Mr [redacted] ’ account reducing the balance to $ Due to continued non-payment, on December 31, 2016, Mr [redacted] ’ account was transferred to the third-party collection agency, AmSher, for collection of the outstanding balance at which time a collection fee of $was assessed resulting in an updated balance of $As of February 7, 2017, Mr [redacted] ’ account was transferred to the third-party collection agency, Enhanced Resource Centers, for continued collection efforts As T-Mobile had confirmed the return of Mr [redacted] ’ LG G-Stylo handset used on the mobile number ending in 4003, on February 3, 2017, T-Mobile applied a credit in the amount of $for the remaining associated monthly JOD lease installments and applicable taxAs a result of this adjustment, on February 4, 2017, a credit in the amount of $was applied toward the above-referenced collection fee which reduced the account balance to $ Additionally, on April 7, 2017, a payment in the amount of $posted to Mr [redacted] ’ account reducing the balance to $ Upon review of the account and Mr [redacted] ’, correspondence, T-Mobile has credited Mr [redacted] ’ outstanding account balance to zeroIn 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 Mr [redacted] ’ credit report to be updated Additionally, Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’ contact with our retail locationT-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 Brandon M [redacted] Executive Response

April 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 April 3, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has in regards to her T-Mobile account and our Smartphone Equality program which allows customers to be eligible for well-qualified device pricing based on their payment history and tenurePlease be advised T-Mobile records confirm on February 18, 2017, we updated Ms***’s account to honor our Smartphone Equality program On April 5, 2017, we spoke with Ms [redacted] and confirmed her account is now eligible for well-qualified device pricingAs a courtesy for this matter we offered two months of Ms***’s current service at $per month for total of $Ms [redacted] accepted this offer and her current balance was reduced to a credit balance of $ 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 Daniel R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I believe that T-Mobile is in breach of our contractT-Mobiles does admit that my plan allows up to linesWhen T-Mobile provided the bump up data on the existing lines they did not mention that it would be lost if I added more linesIn fact new lines have been added since the data bump upI have been told constantly by T-Mobile that I was eligible for linesI am not asking for unlimited data on the additional lines, just 10GB like the plan allowedT-Mobile's response to allow me to add the two additional lines only if the existing lines are downgraded, is and insult and a breach of contract The My-Tmobile website still shows that I am eligible for additional linesWhat is the real reason for T-Mobile's refusal to allow lines as promised ? I suspect it is to force existing customer to upgrade to their new pricing modelT-Mobile should honor their existing agreements Sincerely, [redacted] ***

Tell us why hereFebruary 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 29, 2018, regarding the above-referenced account T-Mobile is sorry to have lost Mr [redacted] as a customer and regrets any concerns he may have in regards to his T-Mobile account and returning his devices T-Mobile records confirm that Mr [redacted] ’s account was activated on November 15, 2017, and subsequently canceled on November 18, 2017, when his numbers ending in and were ported out to another provider.On November 18, 2017, one of the two LG Vdevices Mr [redacted] mentions in his letter to your office was marked as returned and refunded appropriately Unfortunately, due to an inadvertent error, the second LG Vdevice was not marked as returned and therefore it was charged to Mr [redacted] ’s December 17, 2018, final billing statement in the amount of $690.00.However, on January 29, 2018, T-Mobile was able to confirm that we received Mr [redacted] ’s equipment and we refunded the payment he made at the point of sale We have also taken care of the charges associated with Mr [redacted] ’s order and these charges will be credited to his account by the end of his next bill cycle, which should reduce his account to a zero balance We regret any inconvenience to Mr [redacted] Should Mr [redacted] have any questions or concerns regarding the February 16, 2018, revised billing statement 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 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.Daniel R***Executive Response

May 26, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding her equipment purchase and the billing on her account T-Mobile records indicate that on December 11, 2015, Ms [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of a new Apple iPhone 6S Plus 64GB, wherein she agreed to monthly lease payments of $and a final purchase option price of $ With JOD, customers have the option to cancel their lease and return their handset at any time during the lease term If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price (POP) of the handset will be assessed to the billing statement following the final lease payment Furthermore, T-Mobile offers customers such as Ms [redacted] the option to finance the POP with a no-interest, nine month installment plan to purchase their device Please note taxes on POP are due at time of payment option installment plan (POIP) creation Otherwise, customers may pay the POP in full once billed to their account Furthermore, please note that Ms [redacted] ’s account number [redacted] was enrolled in AutoPay on May 12, 2017, through Customer Care AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay As Ms [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided Nevertheless, T-Mobile records indicate that as of May 14, 2017, AutoPay was cancelledFurther records confirm that Ms [redacted] ’s billing statement dated April 24, 2017, carried a total balance due of $ Please be advised that Ms [redacted] was assessed charges for service, equipment charges, applicable taxes and fees Ms [redacted] ’s statement balance was due in full by May 16, On May 14, 2017, a payment in the amount of $posted to Mr [redacted] account T-Mobile records further confirm that Ms [redacted] disputed the payment made on May 14, 2017, with her financial institution and $was charged back to the T-Mobile account on May 16, Nevertheless in an effort to amicably resolve this matter on May 18, 2017, T-Mobile placed a credit in the amount of $towards the account As an additional, gesture of good faith T-Mobile applied a credit of $to Ms [redacted] ’s account for the POP balance in full for the Apple iPhone 6S Plus 64GB T-Mobile regrets any inconvenience to Ms [redacted] As of the date of this letter Ms [redacted] ’s account reflects a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our 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.Abigail ***-R***Executive Response

March 22, 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 16, regarding the above-referenced account We regret to hear that Mr [redacted] was dissatisfied with our resolution As shared in our previous correspondence, Mr [redacted] ’s refund was requested on March 5, Please note the refund was requested as a prepaid MasterCard issued by Citibank and that they advise us to allow seven to ten business days to produce and mail the card We do not have an alternative refund methodology If Mr [redacted] would like to check the status of his card, he may contact Citibank directly at 800-522- Additionally, while Mr [redacted] ’s refund has been issued in its entirety, in an effort to amicably resolve the matter, on March 22, T-Mobile requested an additional prepaid MasterCard for $be issued to Mr [redacted] This card will also be produced by Citibank and Mr [redacted] should allow seven to ten business days to receive this as well Please note that we have spoken to Mr [redacted] and he has accepted our resolution 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

October 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 October 18, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms [redacted] ’s satisfactionIn Ms [redacted] ’s letter to your office, she indicates that she is not able to use service with her handset in or around her homeWe 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 availabilityCustomers 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 excellent coverageUpon further review of Ms [redacted] ’s coverage area, three of the towers that directly service her home address on file are undergoing modernizationT-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedAs such T-Mobile has engaged our engineering team to provided Ms [redacted] with an estimated time of completion on said towersIn an effort to amicably resolve this matter on October 24, 2016, T-Mobile sent a signal booster to Ms [redacted] ’s home address on fileThe T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their homeOur Signal Boosters have been found to boost coverage to approximately 3,square feet and on average, triple a customer’s in-home network performanceBased 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, INCJames H [redacted] Executive Response