T-Mobile USA

January 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence January 4, 2018, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her bill confusion and concerns with our Netflix On Us offerPresently, Ms [redacted] subscribes to our T-Mobile ONE Afamily rate plan for $per month which covers her first two lines of serviceMs [redacted] is assessed a monthly add-a-line fee for the mobile numbers ending in ***, ***, [redacted] which is $per month per line of service, $Mobile Internet Gigabyte (“GB”) rate plan for the mobile number ending in ***, Premium Handset Protection insurance bundle for $per month per line of service for the mobile number ending in ***, ***, ***, our Premium Handset Protection insurance bundle for the mobile number ending in [redacted] for $per month, T-Mobile ONE Plus feature for $per month for mobile number ending in [redacted] and our Stateside International Talk feature for $per month on mobile number ending in ***Therefore, Ms***’ monthly recurring charges are $before any applicable taxes T-Mobile records indicate on December 11, 2017, Ms [redacted] contacted Customer Care and had the T-Mobile Stateside International Talk feature added to her mobile number ending in ***However, on January 10, 2018, T-Mobile contacted Ms***’ via telephone and at the time of our conversation she elected to remove the international featureWe do regret any miscommunication regarding her international feature Ms [redacted] presently has eight active Equipment Installment Plans (“EIP”) which total a monthly installment charge of $Ms***’ monthly recurring charges and EIP charges total $before any applicable discounts and usage charges Please be advised that beginning September 12, 2017, T-Mobile offered customers a Netflix streaming subscription and Family Allowances on us when they have two or more lines on a qualifying T-Mobile ONE Voice tax inclusive rate planWith this offer customers get a Netflix Standard plan up to $per month which provides the ability to stream on up to two screens at the same time with HD video streaming and access to unlimited movies and TV shows on a laptop, TV, phone, or tabletAlong with the Netflix subscription, our Family Allowances feature is included which offers a variety of talk and text management controls for parents, which can be managed online at www.myT-Mobile.com Please note that the Netflix Standard plan lets customers stream on two devices at a timeAny device can sign in and use the account; however, only two of them are able to stream at the same timeAs Ms [redacted] indicates she would like to stream to four devices at a time, she will need to login to her Netflix account and change her plan from the Standard plan to the Premium planThe difference between the price of the Netflix Standard plan and the Netflix Premium plan will be reflected on Ms***’ T-Mobile billing statement Ms***’ Netflix eligibility was added to her account on December 11, Per Ms [redacted] communication, she has been able to take advantage of our Netflix offerAt the time of our conversation with Ms [redacted] she confirmed that she could successfully set up her Netflix On Us accountFurthermore, T-Mobile provided Ms [redacted] the instructions of how to upgrade her Netflix package should she wish to pay the difference between the Standard plan which is covered by T-Mobile and the Premium plan In review of Ms***’ past three billing statements, her account has been charged for third-party download charges from the “ [redacted] Play” store on her mobile number ending in ***Ms [redacted] billing statement dated December 7, 2017, included $of download charges assessed to her mobile number ending in ***, and the previous billing statement dated November 7, 2017, included a $download additional charge for mobile number *** It is T-Mobile’s position that Ms***’ has been charged according to her rate plan, features selection, equipment charges, and her bill variance is due to her third-party charges associated with her mobile number ending in ***We do apologize for any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted]

February 16, 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 February 4, 2017, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter ton his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding charges on his T-Mobile bill for an unused line of service. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile records confirm that, on June 25, 2015, the mobile internet (“MI”) line ending in [redacted] was activated; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on February 2, 2017. As this is beyond the dispute period, it is T-Mobile’s position that the charges are valid. Furthermore, pursuant to Mr. [redacted] request, on February 8, 2017, the MI line ending in [redacted] was cancelled. However, upon speaking to Mr. [redacted] and in an effort to amicably resolve the matter, on February 9, 2017, T-Mobile agreed to apply a credit in the amount of $418.00 toward Mr. [redacted] account which is equivalent to the total charges associated with the MI line ending in [redacted] from the time of activation. Mr. [redacted] account remains active with a credit balance of $418.00. Please be assured that T-Mobile strives to provide world-class service to all of our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] contact with our Customer Care. We regret 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: the information provided by t-mobile states that after I cancelled my line ending in [redacted] I purchased a phone on the other line ending in [redacted] and also there was a Samsung before that which was purchased but I did not purchase these phone and i'm the only person authorized to make plan changes and purchases so I want to see a copy of my signature on the receipt showing I [redacted] bought these phone at what store and dateSincerely, [redacted]

June 6, 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 25, 2017, regarding the above-referenced account. T-Mobile regrets any coverage concerns Mr. [redacted] experienced while having his T-Mobile service active. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availability. A review of the account reflects that it was activated on December 28, 2016, and on February 9, 2017, Mr. [redacted] cancelled his account when he ported his mobile number to another service provider. At the time of activation, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease by obtaining one Samsung Galaxy S7 Edge 32 gigabytes (“GB”) handset. At the time of the lease, Mr. [redacted] agreed to 18 monthly payments of $33.00 plus applicable taxes. As the account was canceled prior to fulfillment of the JOD terms, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87 were accelerated and posted to the final billing statement dated March 1, 2017. Mr. [redacted] ’s final billing statement dated March 1, 2017, had a balance of $920.35 which included past due balance of $73.01 from the prior billing statement dated January 29, 2017, NE Universal service charge of $0.08, the JOD monthly installment including taxes of $35.39, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87. Please note that on March 1, 2017, a payment of $73.01 was remitted to the account. Following, on April 24, 2017, and May 2, 2017, payments of $200.00 and $50.00 were remitted to the account, leaving the account with a remaining balance of $597.34. Upon receipt of Mr. [redacted] ’s correspondence from your office, we confirmed that on May 19, 2017, the Samsung Galaxy S7 Edge handset was successfully returned to T-Mobile. As such, on May 26, 2017, a credit of $847.26 for the charges associated with the Samsung Galaxy S7 Edge handset was issued to the account, leaving the account with a credit balance of $249.92. Additionally, a refund of $249.92 was approved by T-Mobile and forwarded to Citibank to be disbursed as prepaid debit card for the above mentioned credit. Please allow up to ten business days for delivery of the prepaid debit card. 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 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. Aika A [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] **

Revdex.com: Attn: [redacted] Revdex.com Resolutions Consultant This is to advise that the above complaint has been fully resolvedThanks to your efforts, I was contacted the day after submitting my complaint by Robert R [redacted] from the T-Mobile Executive Response, T-Mobile USAMrR [redacted] stayed with me all the way, keeping me informed, as we worked out the issues with the third-party vendorToday, I went in and returned the phone, which had been sold to me under pretenses, and got a full refund Thanks again for providing this service and giving consumers an outlet where their complaints will get the attention needed to be treated seriously and resolved Sincerely, [redacted] ***

May 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [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 April 23, regarding the above-referenced accountT-Mobile regrets the final billing statement was not what Mr [redacted] had expected and any misunderstanding regarding T-Mobile’s JUMP! On Demand (“JOD”) programT-Mobile records indicate that the final balance of $1,on the final billing statement dated April 2, 2016, is comprised of the final JOD balance of $1,for an Apple iPhone 6s Plus 16GB, Apple iPhone Plus 16GB and LG V10, monthly JOD charges and applicable taxesPlease be advised that JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementIn addition, if a customer has an open JUMP! On Demand and the account is canceled, any remaining unpaid lease balance and purchase option price and applicable taxes on the canceled account is accelerated and becomes due with the final billing statementT-Mobile confirms that the line ending in [redacted] and [redacted] were moved from Mr [redacted] ’s account via a Change of Responsibility (“COR”) which 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 accountIt is important to note that lease balances of the JUMP! On Demand transfers are currently not supported and cannot be transferred between accountsAll charges apply to the final bill of the original account when closedT-Mobile records further indicate that on April 30, 2016, Mr [redacted] ’s T-Mobile account incurred a $Non-Return fee for a routerThis brought Mr [redacted] ’s new balance to $1,Please note that the router is available for our customers to use as long as they remain a T-Mobile customerUpon cancelation of service, the router must be returned to T-MobileIf not returned, the customer will be billed a $non-return feeIf returned with physical damage, the fee is $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 provide this during any of Mr [redacted] ’s contact with our retail location or Customer CareIn an effort to amicably resolve this matter, T-Mobile applied a credit of $1,for the final JOD lease balance and Purchase Option price and applicable taxes for the LG Vand the Apple iPhone 6s Plus Rose Gold 16GB as this equipment was returned to the retail location, leaving a balance owing of $which consists of the final JOD balance of $for the Apple iPhone Plus 16GB for the line ending in [redacted] and the Non-Return fee of $for the RouterT-Mobile also offered to remove the $JOD balance for the Apple iPhone plus 16GB balance by returning the equipment to me directly at the following address: [redacted] T-Mobile recommends that Mr [redacted] send his handsets via a traceable carrierWe ask that he please include his account information, handset, battery and charger within the boxIf T-Mobile is not in receipt of the device by May 30, Mr [redacted] will remain responsible for the remaining balance of the Apple iPhone Plus 16GB and the routerIn addition, T-Mobile has placed a three month collection hold to provide additional time for Mr [redacted] to make payments towards the final balance of $T-Mobile regrets any inconvenience to Mr [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAmor M [redacted] Executive Response

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced account T-Mobile regrets any ongoing concerns Mr [redacted] experienced in regards to the non-return fee charged to his accountAs stated in our previous letter to your office, on September 9, 2016, replacement equipment was ordered for Mr [redacted] ’s non-working Apple iPhone 6s Plus Gray 64GB handsetOur records indicate that we did not receive the non-working equipment but rather, an empty box was received at our National Return Center (“NRC”)As such; Mr [redacted] was charged $for the non-return fee and applicable taxes In an effort to amicably resolve the matter, T-Mobile allowed Mr [redacted] to return the Apple iPhone 6s Plus handset directly to T-Mobile’s Executive OfficeRecords confirm that on May 26, 2017, Mr [redacted] ’s equipment was receivedPlease note that it may take five to seven business days to check in equipment that is received and issue a credit to the account On June 6, 2017, Mr [redacted] ’s equipment was successfully returnedTherefore, on that day, T-Mobile applied a credit of $to Mr [redacted] ’s accountAs Mr [redacted] ’s account reflected a balance of $for the May 23, billing statement, the account reflected a credit balance of $Mr [redacted] has accepted this as a resolution to his concernsT-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 Diana J [redacted] Executive Response

April 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 19, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding her accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’ recent contact with our Executive Response team Our records confirm that Ms [redacted] activated her account on August 31, 2007, and currently has three active lines of serviceAs indicated in our February 22, response to your file number [redacted] , our records confirm that on November 21, 2016, Ms [redacted] activated a an additional line of service ending in ***, to take advantage of a promotional offer to receive the monthly add-a-line costs for the handset at no cost, after a monthly creditOur records confirm that the [redacted] line of service was successfully enrolled in the promotional offerThis promotional offer ended as of November 22, As such, When Ms [redacted] added an additional line of service ending in [redacted] on November 23, 2016, the promotional offer was no longer availableRegrettably, Ms [redacted] cancelled her lines of service ending in [redacted] and [redacted] on February 24, Ms [redacted] had two active lines of service at that time T-Mobile records confirm that on March 5, 2017, Ms [redacted] activated a third line of service ending in ***At the time of Ms [redacted] ’ activation, T-Mobile offered a promotional offer where customers who added a line of service to a qualified rate plan between March 1, and March 5, 2017, would receive the monthly add-a-line charges at no cost after a monthly creditOur records confirm that Ms [redacted] ’ line of service ending in [redacted] is subscribed to this promotional offer, and will receive the monthly promotional credit In an effort to amicably resolve Ms [redacted] ’ concerns, on April 1, 2017, T-Mobile issued a credit to Ms [redacted] ’ account in the amount of $for the remaining Equipment Installment Plan (“EIP”) balance on her Apple iPhone 6S Plus handsetMs [redacted] ’ EIP for the handset is now closed, and she will no longer be billed monthly for the handsetMs [redacted] ’ account remains active, with a zero balance at this timeT-Mobile regrets any inconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

Complaint: [redacted] Just mail me my $to my home address, if possible send $with interest since the $was lawsuit refund that t-mobile had held on for years, and t-mobile had no rights to hold on to this money, I don’t owe t-mobile anything t-mobile owes me moneyt-mobile is very dishonest company and I will never do business with t-mobile Hello ***, I apologize for any troubles T-Mobile has caused you I wanted to let you know that we have pulled your postpaid account from collections and removed all negative reporting, then I have requested reissuance of a refund card in the amount of $to the address that was on your correspondence to the Revdex.com Again, I appreciate your patience, Thanks, Guadalupe C***Senior Specialist, Executive ResponseOffice of the President/CEODesk: 877-290-ext [redacted] Email: [redacted] @T-Mobile.com T-Mobile –Fastest Nationwide 4G LTE Network [redacted]

August 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 12, 2015, regarding the above-referenced accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customers, and we sincerely regret any concerns Ms [redacted] experienced regarding the activation of her additional lines of service via our retail locationT-Mobile records confirm that on July 11, 2015, Ms [redacted] activated the mobile numbers ending in ***, [redacted] and [redacted] and these mobile numbers were subscribed to T-Mobile’s Simple Choice Value Unlimited Talk, Text and Data rate plan for $per monthThis rate plan provided Ms [redacted] with unlimited talk, text, and internet with 4G speeds up to 1GBPlease note that the mobile numbers listed above had an additional internet feature which provided Ms [redacted] with up to 3GB of 4G high speeds internet for $per month per lineOn July 11, 2015, Ms [redacted] elected to change rate plans effective July 27, 2015, to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data lines included rate plan with mobile numbers ending in ***, ***, [redacted] and [redacted] for $per monthPlease be advised that Ms [redacted] account is billed in advanceT-Mobile records indicate that Ms [redacted] billing statement dated July 27, 2015, had a balance of $which consisted of prorated monthly recurring charges for rate plan, data features, plus applicable taxes and fees billed from July 11, to July 26, 2015, and monthly recurring charges for rate plan, data features, Equipment Installment Plan (EIP) charges, plus applicable taxes and fees billed from July 27, to August 26, It is important to note that on August 11, 2015, a total credit of $was applied to the account for all data features billed on Ms [redacted] billing statement dated July 27, 2015, leaving a remaining balance of $In addition, on August 11, 2015, per Ms [redacted] request, the additional internet features on the account were removedWe sincerely regret any inconvenience to Ms***As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on August 14, 2015, T-Mobile issued a one-time credit of $for the prorated monthly recurring charges for the rate plan, applicable taxes and fees billed from July 11, to July 26, 2015, leaving the account with a remaining balance of $which consist of monthly recurring charges for the rate plan, EIP charges, plus applicable taxes and fees billed from July 27, to August 26, It is important to mention that the remaining balance of $is Ms [redacted] estimated monthly recurring charges including taxes and feesBased 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, INCAida A [redacted] Executive Response

February 8, 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 January 28, 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 Mr [redacted] ’s concerns within this letter T-Mobile regrets any continued concerns Mr [redacted] has experienced regarding his monthly billsT-Mobile records reflect that Mr [redacted] currently has one voice lines and two wearable services for smart watchesMr [redacted] currently has our Simple Choice North America rate plan where he is to pay $a month for unlimited talk, text, and two gigabytes (“GB”) of high speed dataPlease note that T-Mobile records reflect that Mr [redacted] has our Truly Unlimited data feature for $a month, a $Premium Handset Protection (“PHP”) feature, and a $Name ID featureAdditionally T-Mobile records reflect that Mr [redacted] currently has two wearable services for $a month for each serviceT-Mobile records reflect that Mr [redacted] has a $PHP feature for wearable service ending in Please be advised that all pricing is before any taxes and fees It should be noted that when a wearable service is combined with a voice line customers are eligible to receive an automatic $monthly credit for each wearable service T-Mobile records indicate that on May 27, 2016, Mr [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Gear SClassic WatchEIP 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 24-monthly installmentsBased on Mr [redacted] ’s personal credit history at the time of purchase, he was not required to make a down paymentMr [redacted] then agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr [redacted] ’s purchase Additionally, T-Mobile records indicate that on October 6, 2016, Mr [redacted] qualified for our JUMP! On Demand offering with the lease of an iPhone Plus 256GB handsetJUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytimeMr [redacted] then agreed to a series of 18-monthly payments in the amount of $27.00, which has appeared every month following Mr [redacted] ’s purchase Furthermore, T-Mobile records indicate that on December 5, 2016, Mr [redacted] qualified for our EIP offering with the purchase of a Samsung Gear SwatchMr [redacted] was not required to make a down payment however, agreed to a series of 24-monthly installments in the amount of $16.67, which has appeared every month following Mr [redacted] ’s purchase In an effort to amicably resolve Mr [redacted] ’s concern T-Mobile applied a $credit toward his accountPlease be advised that Mr [redacted] ’s account currently reflects a $balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

July 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 July 6, 2017, regarding the above-referenced account T-Mobile regrets that Mr [redacted] has additional concern regarding the matterAs shared in our previous correspondence, while Mr [redacted] ’s account balance was valid and owed, as a gesture of goodwill, we credited the balance due leaving an account balance of zeroAs no information was reported to any credit agency regarding Mr [redacted] ’s account, there was no update needed As also shared, when the account is cancelled, the online access is also cancelled and the customer is then mailed a paper statement as was the case with Mr [redacted] Additionally, Mr [redacted] acknowledged in our conversation that he received the paper statement enabling him to review his final balance and make the payment dueCustomers are unable to make a payment via www.T-Mobile.com once the account is cancelledHowever, they may still make a payment via our Customer Care department, by mail or in a retail locationWe regret any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC David T [redacted] Executive Response

January 12, 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 2, 2017, regarding the above-referenced accountT-Mobile regrets any handset or data concerns that Ms [redacted] has experiencedT-Mobile records reflect that Ms [redacted] purchased an Apple iPhone Plus handset on February 29, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by AppleIn addition, upon review of Ms [redacted] account, this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) featureDuring the Limited Warranty period, Ms [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or could contact the manufacturer directly to discuss repair or replacement optionsUnder T-Mobile’s Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageOur records confirm that Ms [redacted] participated in Handset Exchange Program on June 12, 2016; September 25, 2016; November 14, and December 5, Please be advised that each handset purchase includes a set of Terms and Conditions, including the Limited Warranty policy being providedPlease refer to the Warranty Information which states the following: “ If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” We regret that Ms [redacted] continues to experience concerns with her replacement handsetsT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] is having issues with her data serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms [redacted] should expect moderate coverage indoors, and satisfactory outdoor coverageIn addition, our records confirm that we have recently made improvements to the coverage in Ms [redacted] area during our recent modernization efforts, using our MHz LTE and 1900MHz LTE spectrumPlease note that Ms [redacted] Apple iPhone Plus handset is not compatible with these bands of service, and as such, Ms [redacted] data concerns would likely improve with an upgraded handsetAs a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile has offered to exchange Ms [redacted] current Apple iPhone Plus handset for a Certified Pre-Owned Apple iPhone 6s Plus handset, allow Ms [redacted] to take advantage of our upgraded LTE coverage in her area, at no costAlternatively, as Ms [redacted] indicated she does not wish to receive a Certified Pre-Owned handset, T-Mobile has offered a discount in the amount of $off the cost of any upgraded handset purchase, in addition to allowing Ms [redacted] to return her current iPhone Plus to be relieved of the remaining Equipment Installment Plan (“EIP”) balance owedMs [redacted] is currently considering her options and has been advised that these offers will be available to her for days, through February 9, 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, INCKayla J [redacted] Executive Response

July 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 13, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] remains unsatisfied with regards to her final billing statement and appreciates the opportunity to respond to her concernsPlease 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 customers T-Mobile records confirm that Ms [redacted] canceled her account on January 16, 2017, when she ported her mobile numbers to another service providerMs [redacted] ’ billing cycle ran from the 19th of one month to the 18th of the following monthMs [redacted] had a past due balance of $consisting of monthly access charges and applicable taxes for the billing cycle that ran from November 19, 2016, through December 18, Ms [redacted] did not remit payment on her January 11, due dateMs [redacted] ’ final bill also included the final charges for the account in the amount of $for the billing cycle starting December 19, 2016, through the time Ms [redacted] cancelled on January 16, Ms [redacted] was also assessed a collection fee of $that was applied to her account on April 17, 2017, making the total remaining balance on Ms [redacted] ’ account $Please note that Ms [redacted] has been given additional courtesy credits as outlined in our previous correspondenceMs [redacted] ’ account reflects an updated balance of $252.87, and it is T-Mobiles position that the charges are valid Nevertheless, in an effort to amicably resolve this matter, on July 19, 2017, T-Mobile applied a credit of $36.37, leaving an updated balance on the account of $T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response

August 5, 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 2, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersT-Mobile regrets any concerns Ms [redacted] experienced regarding her rate plan and the functionalities of her recently purchased iPhone SE handsetOur records confirm that on December 9, 2014, Ms [redacted] elected to change her rate plan and subscribed to T-Mobile’s grandfathered Select Choice Family Unlimited Talk, Text and 50MB of Data rate plan for $per month with the above listed mobile numbersMost recently, on June 12, 2016, Ms [redacted] again elected to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data for two lines rate plan for $per month with the mobile numbers ending in [redacted] and ***Additionally, the mobile number ending in [redacted] has the JUMP! feature for $per monthOur records indicate that on June 12, 2016, Ms [redacted] purchased an iPhone SE handset for $plus applicable taxesPlease be advised that for Ms [redacted] to enjoy all the functionalities of the iPhone SE handset, we encourage a data rate plan be obtained under her serviceAs a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on August 3, 2016, T-Mobile issued a onetime courtesy credit of $for the rate plan price difference to the account, leaving the account with a credit balance of $Also, we agreed to subscribe Ms***’s to the grandfathered Select Choice Family Unlimited Talk, Text and 50MB of Data rate plan for $per monthPlease note that the rate plan change will take effect on August 8, 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, INCAika A [redacted] Executive Response

November 30, 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 November 25, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her account chargesOur records indicate Ms [redacted] had two lines of service and was enrolled in our Simple Choice Family Unlimited Talk, Text and Data at $per monthOn September 26, Ms [redacted] took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus Space Gray 16GB device for the number ending in ***Later, on October 6, Ms [redacted] leased and Apple iPhone 6s Rose Gold 16GB for the number ending in [redacted] using our JOD leasing programMs [redacted] also enrolled in the optional Premium Handset Protection (“PHP”) insurance feature for $per month on both lines of serviceIf customers 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 timeIf the handset is not returned at the time the lease is ended or after account cancellation, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementRegrettably, on September 25, Ms [redacted] cancelled her account by transferring her mobile numbers to a different service providerPlease note, Ms [redacted] account was billed in arrears and her billing cycle ran from the 15th of the month to the 14th of the following month and her due date was on the 7th day of the month afterA review of Ms***’ account confirms on September 4, she remitted a payment of $to cover service charges from July 15, to August 14, The following billing statement of $covered the billing cycle from August 15, to September 14, and was due on October 7, On September 25, Ms [redacted] remitted a payment of $which covered the balance of $bill as well as receiving $for credit installments of $JOD promotional credits leaving a credit balance of $As Ms***’ account was cancelled, her final billing statement included the accelerated JOD lease balances of $for the Apple iPhone 6s Plus on the line ending in ***, $for the Apple iPhone 6s Rose Gold on the line ending in [redacted] and the final prorated charges of $for a total of $due on November 7, This balance was covered by the credit balance of $leaving a revised credit balance of $Our records show that Ms [redacted] had one Cellspot Router device which was active since October 7, and two 4G LTE Signal Booster devices active as of October 7, Please note that the Signal Boosters and Cellspot routers are T-Mobile owned devices, they are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account for the 4G LTE Signal Booster and $non-return fee is assessed for Cellspot RoutersHowever, on September 25, we provided Ms [redacted] with three return labels to return her 4G LTE Signal Booster devices and the Cellspot RouterOur records show the labels provided to Ms [redacted] to return the two 4G LTE Signal Booster have not been utilized and as such a non-return fee of $(includes taxes) for each 4G LTE Signal Booster device and $(includes taxes) for the Cellspot Router were assessed on Ms***’ accountAs such a revised final statement of $was generated on Ms***’ account and the credit balance of $was applied to leave the balance at $Our records shows that Ms [redacted] returned the Cellspot Router device and as such on October 25, we applied a credit of $to offset the non-return fee associated with that device leaving a revised balance of $Please note, Ms [redacted] continued to receive the $JOD Amped promotional credits despite her account being cancelled for total of $which were utilized to cover the open balance on her account leaving a final revised balance of $due on December 7, Nonetheless, in an effort to resolve Ms***’s concerns, on November 29, T-Mobile applied a courtesy credit of $Ms***’ account remains cancelled with a revised balance of zeroBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSal O [redacted] Executive Response

November 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 4, 2016, regarding the above-referenced account T-Mobile is pleased to report that we resolved this matter to Ms [redacted] - [redacted] ’s satisfaction T-Mobile regrets that Ms [redacted] - [redacted] has concerns with the down-payment requirement with our Handset Upgrade Program With one of T-Mobile’s latest Un-carrier moves, T-Mobile has launched Smartphone Equality, a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for consecutive months In order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due date Payments posted after the hour window will reset the monthly counter It is important to note that well qualified pricing is not the same as being eligible for a zero down-payment as some equipment does not have a zero down-payment option available However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers T-Mobile’s records indicate that Ms [redacted] - [redacted] did not qualify to receive the best pricing handset upgrade options when she applied for service on November 7, Our records indicate that nine payments were remitted that were not considered “on-time” since November Ms [redacted] - [redacted] paid the August, September and October balances “on-time” and if she pays the bills on-time, which is no later than the 30th of each month, she will be eligible for the best pricing handset upgrade options effective August 30, As a gesture of goodwill, T-Mobile agreed to bill the down-payment for a new handset upgrade to Ms [redacted] - [redacted] ’s account and we will credit the down-payment and manually add installments to the account for the down-payment to match the best pricing option On November 13, 2016, Ms [redacted] - [redacted] purchased a Samsung Galaxy Shandset with our EIP option A down payment in the amount of $will be billed to the billing statement dated December 7, and T-Mobile agreed to credit the $down-payment and add monthly installments in the amount of $to the account for the down-payment In addition, Ms [redacted] - [redacted] agreed to pay monthly installments in the amount of $for the remaining handset balance Ms [redacted] - [redacted] was advised that she will be required to pay the handset taxes in the amount of $and a $Upgrade Support Charge with the payment that will be due by December 28, Ms [redacted] - [redacted] agreed that she considers this matter resolved T-Mobile appreciates Ms [redacted] - [redacted] ’s business and we regret any inconvenience that she 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 attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

July 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 17, 2015, regarding the above-referenced account T-Mobile regrets any billing concerns Ms [redacted] may have experienced Please note that T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list This Discount Program is referred to as a The T-Mobile Advantage Program This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective Our records confirm Ms***’s affiliation with the Department of Veteran’s Affairs, which provides a 15% monthly discount to eligible rate plans T-Mobile records confirm that Ms***’s account is subscribed to the now grandfathered Simple Choice Unlimited 4G LTE Data Family promotional rate plan which offers unlimited nationwide calling, unlimited messaging, and unlimited 4G LTE data for $per month before tax Please note that this is a promotional rate plan which is not eligible for any other discounts Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms [redacted] on July 23, 2015, T-Mobile has offered to apply a $credit to Ms***’s account which is equivalent to months of a $discount to Ms***’s rate plan Alternately, if Ms [redacted] wishes to terminate her T-Mobile service, T-Mobile has offered for Ms [redacted] to return her Samsung Galaxy Shandset, Samsung Galaxy Shandset, and charger to my attention at the address below: Executive Response Attn: Brandon M [redacted] Albuquerque, NM Upon receipt of Ms***’s equipment in an acceptable condition, T-Mobile will credit the remaining Equipment Installment Plans (“EIPs") for the above noted handsets In addition, T-Mobile will apply a credit in the amount of $which is equivalent to the amount paid to [redacted] Ms***’s Samsung Galaxy S T-Mobile recommends that Ms [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account Please be advised that T-Mobile is offering a thirty (30) day period for Ms [redacted] to consider our offers If Ms [redacted] wishes to accept one of our offers then she may contact me directly at the number below Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms***’s recent contacts with our Customer Care department T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

October 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 October 13, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms [redacted] has experiencedT-Mobile records confirm that on August 1, 2015, Ms [redacted] entered into a JUMP! On Demand lease by selecting the iPhone handsetJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statementT-Mobile records indicate that on August 1, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone Lifeproof cases and a iPhone car chargerEIP 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 installmentsIf 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 statementT-Mobile records confirm that Ms [redacted] canceled her account on April 30, 2016, when she ported her mobile numbers to another service providerMs [redacted] s’s billing cycle ran from the 3rd of one month to the 2nd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through May 2, The final billing statement dated May 3, 2016, reflected a balance of $1,due by May 23, 2016, and consisted of the accelerated remaining EIP balance, remaining lease payments and purchase option priceT-Mobile records indicate that on May 4, 2016, Ms [redacted] returned her two iPhone handsets to a T-Mobile retail locationAt that time a credit in the amount of $was applied to the account for the purchase option priceOn October 14, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the accelerated remaining EIP balance and remaining lease paymentsMs [redacted] ’s account remains closed with a zero balanceT-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCWilliam B [redacted] Executive Response