T-Mobile USA

May 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 April 20, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Mr***’s satisfaction T-Mobile regrets the concerns that Mr [redacted] experienced while attempting to take advantage of our Samsung Superphone offerFrom February 24, - March 9, 2017, for a limited time only, eligible customers can get a Samsung Galaxy Sfor free or a Samsung Galaxy SEdge for $after instant traand marebate, when they port in a line and trade in a qualifying deviceThe offer is good when purchased on Equipment Installment Plan (“EIP”) with a “T-Mobile ONE” rate plan or “Simple Choice” rate plan with Unlimited DataPlease be advised that although Mr [redacted] did purchase two Samsung Galaxy Shandsets, Mr [redacted] only qualified to receive the rebate for one of the handsets, due to the fact that he tradone devicePlease be advised that this was the only Samsung promotion T-Mobile had available during this time Nevertheless, as a courtesy to Mr [redacted] and in an effort to resolve this matter, T-Mobile has ended the EIP associated with the mobile number ending in [redacted] with a credit of $455.51, in addition to Mr***’s account credit of $120.49, for a total of $576.00, and nothing further is owed for this handsetPlease note that Mr***’s account currently reflects a zero balanceIn addition, our records confirm that Mr***’s rebate in the amount of $for the qualifying Samsung Sdevice was approved on April 11, 2017, and was expected to be delivered within two to three weeksMr [redacted] accepted this offer and information as resolution in full to his concerns 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***’s recent contact with our Retail location or 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 Kayla J [redacted] Executive Response

January 7, 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 1, 2016, regarding the above-referenced accountT-Mobile regrets any misunderstanding concerning the return of T-Mobile’s LTE Signal BoosterIt is important to note that on November 26, 2014, T-Mobile provided Mr [redacted] with a T-Mobile LTE Signal Booster for in-home coverage enhancementAt the time an LTE Signal Booster is issued, T-Mobile informs customers that if for any reason service is terminated, the Signal Booster must be returned to T-Mobile to prevent the possibility of a $non-return feeT-Mobile records confirm that as the T-Mobile LTE Signal Booster was not received, a charge of $was applied to Mr [redacted] ’s account for the $non-return fee and taxes which reflected on the billing statement dated October 9, T-Mobile attempted to collect the balance via text messages and automated phone callsAs our attempts were unsuccessful, on December 7, 2015, T-Mobile turned Mr [redacted] ’s account over to an outside collection agency, Convergent Outsourcing IncAs Mr [redacted] ’s account is now being handled by an outside collection agency, a collection fee of $was added to his account, bringing Mr [redacted] ’s final balance to $As stated in Mr [redacted] ’s correspondence on December 14, 2015, he contacted Customer Care in which a return prepaid label was sent to him for the removal of the non-return feeT-Mobile records confirm that the T-Mobile LTE Signal Booster was returned on December 30, 2015, and as such a credit of $has been issued to Mr [redacted] ’s account leaving it closed with a zero balanceIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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, INCSacny A [redacted] Executive Response

I really appreciate all the work done for meI was just waiting for the payment process and verify that me credit has not been affected Thanks again for all the help, Sincerely [redacted] ***

Complaint: [redacted] I am rejecting this response because: I still have no proof of final billing, I disagree with T-mobile's assessment that I was able to fully use the services, it was disruptive to the point of having to switch carriers, caused me financial harm and distress, and the parttern I noted and the conversations I noted indicated it was at least partially retaliatory on T-mobile's part Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I would like for someone to contact the real victim in this complaint, my son Sincerely, [redacted] *** [redacted]

November 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] ***Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 14, 2016, regarding the above-referenced accountPlease be advised that the T-Mobile account is listed in the business name [redacted] ***and that Mr [redacted] is listed as an authorized user of the accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter and will continue to work with Mr [redacted] once we are able to speak with himT-Mobile regrets any concerns Mr [redacted] experienced regarding tablet devices being billed to his business accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Business Care departmentOn October 11, 2014, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note deviceOn November 10, 2014, Mr [redacted] started another EIP for three Apple iPhone Plus deviceOur EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active servicePlease be advised from June 17, 2015, through June 22, 2015, T-Mobile was offering an LG G Pad tablet for no monthly payments when a Simple Choice Mobile Internet rate plan of 1GB or higher was activatedThe LG G Pad tablet had to be on our EIP offeringCustomers are charged $per month for the LG G Pad tablet and receive an automatic monthly credit of $per month making the LG G Pad tablet freeT-Mobile records indicate Mr [redacted] took advantage of this offer and activated LG G Pad tablet on our EIP offeringDue to an inadvertent error, more Mobile Internet (“MI”) lines were activated than needed to qualify Mr [redacted] for the promotionOn September 11, 2015, Mr [redacted] took advantage of or JUMP! On Demand lease offering for a Samsung Galaxy SEdge deviceJUMP! 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 costT-Mobile records indicate Mr [redacted] received the $monthly promotional credit for all LG G Pad tablets on his August and September monthly billing statementsWhen T-Mobile cancelled the unused MI lines, this caused the monthly promotional credit to endT-Mobile regrets any inconvenience to Mr [redacted] T-Mobile has reviewed Mr [redacted] ’s monthly billing statements for January and February Our review indicates Mr [redacted] ’s charges were for the monthly access charges and monthly installment chargesT-Mobile does not have record of additional charges to bring his balance to $for this timeframe and ask Mr [redacted] to provide more detail regarding the charges for further reviewOn October 7, 2016, Mr [redacted] ported out five lines of service to another carrierOn November 1, 2016, Mr [redacted] ported out one line of service to another carrier which cancelled his T-Mobile accountIt is important to note that Mr [redacted] ’s T-Mobile account has carried a past due balance since his April 14, 2016, billing statementMr [redacted] ’s final billing statement was in the amount of $5,and consisted of an unpaid balance in the amount of $3,for monthly access charges and monthly equipment charges for the billing period from March 14, 2016, through October 13, 2016, and new charges of $1,for the remaining equipment balance of the Samsung Note device, the Apple iPhone Plus devices, the Samsung SEdge device, and the LG G Pad tablets, and monthly access charges plus applicable taxes for the billing period from October 14, 2016, through November 13, In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $2,for the months Mr [redacted] did not receive the LG G Pad tablet monthly promotional creditsThis credit applied to the balance on the account in the amount of $5,and leaves a remaining balance of $3,T-Mobile would like to offer Mr [redacted] the option of returning the LG G Pad tablets to our office and we will refund the remaining equipment balance for these devicesAs an additional courtesy to Mr [redacted] , T-Mobile has suspended collection activity on his account through December 19, 2016, after which time the account will resume regular collection activityT-Mobile respectfully declines Mr [redacted] ’s request for compensation for loss of businessT-Mobile requests Mr [redacted] contact me at the number below no later than December 13, 2016, to discuss our offer and reinstatement of his linesT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJennifer G [redacted] Executive Response

March 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 February 24, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Mr [redacted] regarding his efforts to take advantage of our Black Friday Magenta Tra& Poand LG Vtraoffers Part of our Black Friday promotional offers from November 24, through December 21, 2016, T-Mobile offered new customers the ability to bring their phone number to T-Mobile, traan eligible device, and purchase a phone on T-Mobile’s Equipment Installment Plan (“EIP") for the opportunity to receive a $prepaid MasterCard As part of our Black Friday LG traoffer, T-Mobile allowed customers to tratheir fully paid off qualifying handset to T-Mobile and in exchange receive an LG Vat no cost or a reduced cost after promotional monthly bill credits In review, T-Mobile’s Magenta Tra& Poand LG VTrapromotional offers required that customers tradan eligible device which must be in working conditionWe do regret that upon review of Mr***’s Samsung Galaxy S that was utilized as his trafor one of his two lines was found not to power onAs such, Mr [redacted] would not be eligible for either promotional offer on one of his mobile numbers Nevertheless, in an effort to amicably resolve this matter, T-Mobile has applied a credit in the amount of $towards the EIP for Mr***’s LG Vwhich represents the T-Mobile promotional offer monthly credits for his LG Vin one lump sumAs such, Mr***’s updated EIP balance for his LG Vis $which will remain on his EIP until paid in fullFurthermore, T-Mobile has agreed to apply a credit of $towards the account balance which represents his Magenta Tra& Popromotional offerMr [redacted] presently has a credit balance of $following T-Mobile’s adjustment which will be applied to his next bill statement due on April 24, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

July 15, 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 10, 2015, regarding the above-referenced account T-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfaction In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited To be eligible for reimbursement, the T-Mobile account must be in good standing As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity Please be advised that based on a review of www.switch2t-mobile.com, T-Mobile has not received a submission for Ms [redacted] account T-Mobile records confirm that on June 14, 2015, Ms [redacted] activated her T-Mobile account At that time, our records confirm that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note handset, an Apple iPhone handset, and a ZTE Mobile Hotspot device EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments Accordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ According to a review of RMA # [redacted] , associated with the traof Ms [redacted] handset from her previous service provider, T-Mobile has confirmed a maximum tracredit offer of $for Ms [redacted] Samsung Galaxy Note Edge handset According to our records, at the time of Ms [redacted] above-referenced account activation, Ms [redacted] selected the promotional $Simple Choice Family Unlimited Talk, Text, and Data rate plan which offers unlimited nationwide calling, messaging, and 4G LTE data with gigabytes (GB) of smartphone mobile hotspot (SMHS) for two lines of service with each additional line starting at $per month Additionally, Ms [redacted] selected the $Simple Choice 1GB Mobile Internet rate plan for the mobile number ending in *** T-Mobile records confirm that Ms [redacted] mobile numbers ending in [redacted] and [redacted] are subscribed to the $Jump! feature Additionally, Ms [redacted] mobile number ending in [redacted] is subscribed to a Name ID feature which displays the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book for a monthly charge of $ The estimated cost per month for all of the services described, including Ms [redacted] EIPs is $before applicable taxes and fees 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 Customers are required to recertify their employment on an annual basis to maintain their monthly discount Please note that as of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchased As of the time of Ms [redacted] above-referenced equipment purchase, T-Mobile provided a fourteen (14) day return period which allowed Ms [redacted] to use the equipment to see if it meets her needs If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase It is T-Mobile’s position that Ms [redacted] is now beyond the above-referenced return period and is ineligible to return her equipment for a refund However, as a courtesy and in an effort to amicably resolve this matter, Ms [redacted] may cancel her T-Mobile account by transferring her mobile numbers to another provider and return her handsets, chargers, and hotspot device to my attention at the following address: Executive Response Attn: Brandon M [redacted] Albuquerque, NM When the handsets have been received in acceptable condition, T-Mobile will credit the account balance to zero 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 note that if the handsets are not received within thirty (30) days from the date of this letter, Ms [redacted] will remain responsible for her total equipment installment plan balance and any service related charges 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

Complaint: [redacted] I am rejecting this response because: this was the most economic option provided to meTo be honest I was still confused after speaking to the young lady about the billing of services, but nonetheless the option she provided me was the most cost efficient road that I could takeI wasn't expecting this outcome; and what about my credit? Is anyone going to provide me with a courtesy credit for the time spent figuring all of this out? I purchased anew phone from T-Mobile that I'm responsible before based on some of the billing choices I made Sincerely, [redacted] ***- [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and I do not agree with itFirst they are stating that I never informed them that the screen was broken (which I had)Also they are saying that declined the protection plan for the phone which I did not because when I received the phone back in June I told them to put that on the plan as well (which they did not)I was not informed that I would be charged $dollars for the phoneAlso the letter writer addressed me as Ms [redacted] at the beginning of one of the paragraphsNow because of all of this I have to take time out of my day to go to the post office to try and find this phone that I sent backIf I didn't have time back in August to do so, what makes them think I have time nowSincerely, [redacted]

December 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account We appreciate Mr [redacted] bringing his concerns to our attentionIn order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsPlease know that T-Mobile takes customer privacy and account security seriously and we would like to apologize for any inconvenience created by the alleged unauthorized access to Mr [redacted] ’s account with T-Mobile T-Mobile contacted Mr [redacted] and explained the general measures taken by T-Mobile aimed at reinstating the SIM card in question and securing the account holder’s T-Mobile account Please be advised that T-Mobile and Mr [redacted] continue to cooperate with one another to amicably resolve this matterT-Mobile appreciates Mr [redacted] ’s patience regarding this matter, Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed We thank Mr [redacted] for bringing his concerns to our attention and apologize for any inconvenience related to this matterIf Mr [redacted] has any further questions, please feel free to contact me at [redacted] ext [redacted]

November 3, 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 October 28, 2015, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] has experienced regarding his military discountT-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThis Discount Program is referred to as the T-Mobile Advantage ProgramThis 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 collectiveCustomers are required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedMr [redacted] would qualify for a military monthly discount upon receiving verification of the following: • Veterans Identification Card, Veterans Advantage card, or Veteran documentation • DD Form • Military Retiree account Statement • Honorable Discharge Paper However, in an effort to amicably resolve this matter, on November 3, 2015, T-Mobile attached Mr***’ government discount with the Department of Defense (IL) and he will receive a monthly discount of 15%Please note that it may take up to two billing cycles for the discount to appear on Mr***’s billing statementAlso, Mr [redacted] has been advised that his bill cycle will change from closing on the 19th of every month to the 26th and he should receive a prorated bill for his next billing cycleAs an additional courtesy, on November 3, 2015, T-Mobile applied a courtesy credit of $to Mr***’s account for his monthly access charges from October 19, through November 18, due on November 11, Mr [redacted] accepted the credit as a resolution to this matterAs of November 3, 2015, Mr***’s account reflects a zero balanceT-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, INCLeah T [redacted] Executive Response

June 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 1, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] ’s satisfactionWe regret any concerns Mr [redacted] may have experienced regarding being billed an out of warranty feeT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Son June 19, By purchasing T-Mobile equipment, Mr [redacted] receives a one-year Limited Warranty provided by the manufacturer of their deviceDuring 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 optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageIf 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 accountWith regard to Mr [redacted] ’s handset, upon receipt we examined it and it was found to have sustained physical damage which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsA warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr [redacted] at the time of the exchangeThis information is also in the users’ manual and in the material that accompanies the replacement handsetBased on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessedIn an effort to amicable resolve this matterT-Mobile has credited the out of warranty fee of $It should be noted that this left an amended balance on Mr [redacted] ’s account of $that consist of monthly services charges from April, 27, 2016, through May 26, 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, INCJames H [redacted] Executive Response

April 11, 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 7, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr***’s concern to his satisfaction T-Mobile is always working to improve its coverage, and we regret any service issues that Mr [redacted] may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasT-Mobile records confirm that on January 18, 2016, Mr [redacted] contacted T-Mobile Customer Care to report having poor service inside his homeDuring troubleshooting, Customer Care was able to confirm that a 4G LTE Cellspot, a unique device that boosts customer’s indoor coverage, would help improve Mr***’s indoor coverage and was offered a 4G LTE Cellspot at no costPlease note that the 4G LTE Cellspot devices are T-Mobile owned devices and customers are notified at the time of order that if not returned upon cancelation of service, there is a $non-return fee that is assessed to the account T-Mobile records confirm that on February 14, Mr [redacted] ported his mobile number ending in [redacted] out to another carrier closing his T-Mobile accountOn that date, a prepaid return label was mailed to Mr [redacted] to return the 4G LTE CellspotAs the 4G LTE Cellspot was not returned, Mr [redacted] was assessed a $non-return fee and applicable taxes totaling $on his billing statement dated March 19, 2017, which is valid and owedHowever, as a courtesy, on April 6, 2017, T-Mobile applied a credit of $to discount the fee for Mr [redacted] leaving a difference of $due in which he submitted a payment for on April 7, In an effort to amicably resolve this matter, on April 10, 2017, T-Mobile issued a refund in the amount of $to Mr [redacted] to refund him for his payment for the non-return fee of the 4G LTE CellspotHe should allow seven to ten days for deliveryT-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 Oscar T [redacted] Executive Response

April 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience to Mr [redacted] regarding his concerns surrounding our Limited Warranty exchange program and his handset concerns By purchasing T-Mobile equipment, Mr [redacted] receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage T-Mobile will supply customers with a like-new or new handset depending on availability of the customer’s handsetIt is very important to note that handsets which are reconditioned through T-Mobile as part of our like-new replacements, are built using only the highest of quality parts, and are tested extensively for functionalityShould Mr [redacted] not be satisfied with T-Mobile’s Limited Warranty program, he is under no obligation to exchange the equipment with T-MobileMr [redacted] may contact Apple, the manufacture of his handset, for further replacement or repair options Presently, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within miles of the customers billing addressT-Mobile requires customers to obtain their replacement handsets from a T-Mobile retail store to avoid concerns with a non-return fee or an out of warranty fee which can be several hundreds of dollars if found applicable As such, should Mr [redacted] require a replacement under our Limited Warranty exchange program, he may do so by contacting Customer Care at 800-937-and will be required to obtain his replacement handset which will potentially be a like-new handset, from a T-Mobile retail storeIf Mr [redacted] is not satisfied if the options provided to him by T-Mobile, he may contact Apple directly for further replacement optionsT-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

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 30, 2018, regarding the above-referenced accountT-Mobile is pleased to note that we have resolved Mr***’ concern to his satisfaction T-Mobile regrets any concern Mr [redacted] experienced regarding his account and servicesOn August 6, 2008, Mr [redacted] started services with T-Mobile by activating four linesOn August 7, 2008, a fifth line was added and on September 19, 2014, a sixth line was addedOur records indicate that on March 19, 2017, Mr [redacted] added a seventh line, ending in to his account in an effort to process a new equipment agreementThen, on April 21, 2017, an eighth line ending in was added for the same processPlease note that on August 4, 2017, the lines ending in and were canceledRegretfully, T-Mobile does not have record of a request to have those lines canceled prior to August 4, Mr***’ billing cycle runs from the fifth of the month to the fourth of the following month, with payment due on the twenty-fifthPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip T-Mobile records reflect that in Mr [redacted] has had payment arrangements offered to allow him to postpone payment to an agreed dateOf the arrangements, nine were failed as Mr [redacted] did not meet his promised commitmentAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] would make a payment to restore his services, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service Please be advised that Mr***’ current rate plan is the T-Mobile ONE rate plan, billed at a cost of $130.00, including tax, monthly for the first two lines on the account and a cost of $per month for each additional line In Addition, Mr***’ line ending in subscribes to the ONE Plus feature for $10.00, including tax, monthly; the line ending in subscribes to Premium Handset Protection at a cost of $10.00, including taxes, per month; the line ending in subscribes to our JUMP! feature at a cost of $12.00, including taxes, per month; and the line ending in subscribes to our JUMP! feature at a cost of $12.00, including taxes, monthly The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per month period beginning six months after enrollmentThe JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period In addition to Mr***’ standard monthly service costs, estimated at $including tax monthly, T-Mobile records indicate that Mr [redacted] agreed to the following EIPs: • March 11, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Galaxy Sedge with $ down payment plus taxes for the full retail value of the handset and monthly installments of $ • August 19, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Fast Charge Stand with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • August 19, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung galaxy Note case with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • August 19, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Galaxy Note screen protector with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • October 1, 2016, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone with $down payment plus taxes for the full retail value of the handset and monthly installments of $ • October 1, 2016, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone screen protector with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • October 1, 2016, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone case with $down payment plus taxes for the full retail value of the accessory and monthly installments of $ • November 9, 2016, agreed to an EIP for the mobile number ending in with the purchase of a Samsung Galaxy Swith $down payment plus taxes for the full retail value of the handset and monthly installments of $ • March 19, 2017, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone Plus with $down payment plus taxes for the full retail value of the handset and monthly installments of $ • March 19, 2017, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone Plus screen protector with $down payment plus taxes for the full retail value of the handset and monthly installments of $ • March 19, 2017, agreed to an EIP for the mobile number ending in with the purchase of an Apple iPhone Plus case with $down payment plus taxes for the full retail value of the handset and monthly installments of $ Additionally, Mr [redacted] agreed to a JUMP! On Demand lease for the use of a Samsung Galaxy Sedge handset on November 12, 2016, with an agreement to pay $plus taxes monthly for months to fulfil the lease term In Mr***’ correspondence to your office, he indicates that he is not able to use service with his handset in or around his homeWe regret any coverage issues Mr [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 availabilityIf necessary: Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Mr***’ area, T-Mobile shows that he should expect excellent coverageIt is important to note that we have no record of Mr [redacted] contacting us with concerns regarding his coverage Please note that Mr***’ T-Mobile ONE rate plan includes unlimited domestic minutesT-Mobile reviewed the billing statements from October 5, 2017, through February 4, 2018, and over the course of those four months, Mr***’ lines used an average of 1,minutes with calls as long as minutes, sent and received multiple text messages and used an average of gigabytes of data monthlyAs such, it is T-Mobile’s position that Mr [redacted] lines are able to utilize the service If Mr [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe 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***’ recent contact with our Customer Care teams In an effort to amicably resolve Mr***’ concerns, T-Mobile offered to waive his current balance of $757.63, revising his balance to zeroThis offer is to negate the cost of Mr***’ previous suspension feesIt was understood by Mr [redacted] that no additional credits would be given for this concern and all suspension fees going forward would be validThis offer was accepted by Mr [redacted] as a resolution to his billing concern In regards to his coverage and connectivity concerns, T-Mobile assisted Mr [redacted] with basic troubleshooting regarding his device memory as well as advised of troubleshooting with Customer Care if the issues persistThis was understood by Mr [redacted] as a resolution to his coverage 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 Juan C [redacted] Executive Response

June 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced accountPlease note that T-Mobile attempted to reach Mr [redacted] but we were unsuccessful, therefore we will make every effort to fully address his concerns in this letter T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr [redacted] may have encounteredT-Mobile appreciates the feedback Mr [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences T-Mobile has carefully reviewed Mr [redacted] ’s account and we have been unable to find documentation that he was offered a free devicePlease note that T-Mobile no longer provides customers with free handsets as we eliminated contractual agreements several years ago; therefore an offer for a free device is being issued as a courtesy to a customer outside of our policies and guidelinesAs this is the case, such offers are most often one time and need to be accepted at that time or will no longer be honoredIf Mr [redacted] did experience a previous offer being later declined, that is within T-Mobile’s procedures Further review of Mr [redacted] ’s account has confirmed that he has very frequently received handsets at no cost with no obligation on his part, but as a courtesy to himT-Mobile has confirmed that, going as far back as July 2010, Mr [redacted] has been credited in full for all devices that were ordered for him by our Customer Care teamThis is a total value of $4,which does not include the sales tax and shipping costs that were also consistently waivedBased on this information, it is T-Mobile’s position that Mr [redacted] has been generously compensated in regards to his handset upgrade requests and we respectfully decline his current request for a free Samsung Galaxy S8+ T-Mobile would like to encourage Mr [redacted] to review our Equipment Installment Plan offer to provide him with a very low out of pocket expense at the time he purchases new devicesAdditionally, T-Mobile suggests that Mr [redacted] follow us on social media sites like Twitter and Facebook to remain up to date on all our current offers so he can be sure to take advantage to any that suit his needs Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

March 15, 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 6, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has successfully resolved Mr [redacted] ’s concern to his satisfaction T-Mobile regrets any concern to Mr [redacted] in regards to receiving his final billing statementT-Mobile records confirm that Mr [redacted] ported his mobile numbers out to another carrier on February 17, closing his accountOn February 27, his final billing statement was generated and mailed to his physical address on file Please be advised that, per the conversation with Mr [redacted] on March 14, 2017, he confirmed he has received his final billing statement and has submitted it to [redacted] for reimbursementT-Mobile regrets an 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 Oscar T [redacted] Executive Response

Revdex.com: Hi, Please duly note I accept T-Mobile USA, Incresponse to my initial complaintI confirm this matter has been resolved to my satisfaction and maybe closed Warmest, [redacted] Arlington Public Schools Arlington, VA Office: and Voicemail: [redacted]

March 14, 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 March 12, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] L [redacted] , and that he has designated Ms [redacted] as an authorized user of the accountT-Mobile regrets any concerns that Ms [redacted] experienced regarding her JUMP! On Demand (“JOD”) returnT-Mobile records confirm that on August 16, 2015, Ms [redacted] qualified and took advantage of our JOD leasing with the lease of an Apple iPhone handsetPlease note that part of the benefits of JOD is that customers can exchange their handsets three times in a rolling calendar year and start on a whole new lease with a different handsetOur records confirm that on September 25, 2015, Ms [redacted] processed a JOD upgrade to an Apple iPhone 6s handset and returned her iPhone handset at the retail locationT-Mobile records indicate that Ms [redacted] ’s account is currently subscribed to the $Simple Choice North America Unlimited Talk and Text with 10GB for two lines rate plan, with a $JUMP! feature for mobile number ending in and a $PHP feature for mobile number ending in ***In addition to the monthly recurring charges for services mentioned above, Ms [redacted] is paying a combined monthly fee of $for Equipment Installment Plan (“EIP”) charges for a Samsung Galaxy Grand Prime, an Apple iPhone 6S 16GB Gold and accessories, which brings Ms [redacted] ’s estimated monthly recurring charges to $Regretfully, due to an inadvertent error, the Apple iPhone JOD lease was not closed out at the time of upgrade and Ms [redacted] continued to be billed for the handsetHowever, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile issued a credit in the amount of $120.00, which is equivalent to five months of lease charges, and $as a one-time courtesy credit and shall apply to the next billing statementFurthermore, T-Mobile has removed the JOD lease from Ms [redacted] ’s accountPlease note that Ms [redacted] ’s account remains active with a credit balance of $T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response