T-Mobile USA

July 5, 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 June 24, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] has experienced while attempting to take advantage of the Smartphone Equality offer. 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 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48 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 records indicate that Mr. [redacted] activated an account on July 30, 2016, with one line of service. As of June 27, 2017, he has approximately 11 months of payment history with T-Mobile. Upon review of Mr. [redacted] s account T-Mobile found that on May 27, 2017, his financial institution returned a payment that was previously made in the amount of $200.00. As the payment was reversed, based on the requirements conveyed for Smartphone Equality, Mr. [redacted] would not qualify for well qualified pricing in July and the monthly counter was reset. In Mr. [redacted] ’s letter to your office, he advises that he was offered to be qualified for the Smartphone Equality offer through T-Mobile. T-Mobile records indicate on June 5, 2017 that if Mr. [redacted] agreed to pay the May 3, 2017, and June 3, 2017, billing statements totaling $197.67, and that T-Mobile would agree to honor the Smartphone Equality offer for Mr. [redacted] ’s account. Mr. [redacted] met that agreement with a payment on June 9, 2017 for $94.31 and on June 23, 2017 for $103.36. On June 23, 2017, Mr. [redacted] called to take advantage of the Smartphone Equality offer but was advised of the standard requirements of the offer and was declined the courtesy to honor the Smartphone Equality offer based on the payment history. In an effort to amicably resolve Mr. [redacted] ’s concerns for the Smartphone Equality offer, T-Mobile has moved Mr. [redacted] ’s account to well-qualified pricing on June 27, 2017. Please note that the offer fulfilment is a permanent change to the account and will continue to reflect well-qualified pricing for the lifetime of the account. T-Mobile regrets any inconvenience to Mr. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Jhayd G [redacted] Executive Response

September 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above-referenced account Please 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; and that T-Mobile has successfully resolved her concern to her satisfaction T-Mobile regrets any concern Ms [redacted] has experienced regarding payment arrangements established on the account Please be advised that T-Mobile records confirm that on August 9, 2017, Ms [redacted] contacted T-Mobile Customer Care and established a payment arrangement for her then balance due of $to pay it via two installments of $on August 23, 2017, and on August 30, On August 14, 2017, a new billing statement generated reflecting the past due balance of $and current charges in the amount of $reflecting a total balance due of $by September 6, It is important to note that T-Mobile records confirm that on August 24, 2017, the day after the first part of her arrangement was due, Ms [redacted] contacted Customer Care; however records do not confirm she was promised an extension or an arrangements to pay the entire past due balance of $by August 30, 2017, and a payment was due immediately As a payment for the first part of the arrangement was not submitted her services were suspended due to nonpayment on August 26, Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when Mr [redacted] contacted Customer Care on August 26, 2017, and made a new payment arrangement to reactivate his service, the account was assessed a $restore from suspension fee per line of service in a total of $which increased his past due balance from $to $ At that time, Mr [redacted] agreed to a two part payment arrangement to pay the new revised past due balance with restore from suspension fees by paying $on August 30, 2017, and $on September 6, Please be advised that on August 29, 2017, Ms [redacted] did contact Customer Care and the first part of the arrangement was closed to avoid an automatic debit on August 30, 2017, and also removed the restore fees as a courtesy by applying a credit of $leaving a revised past due balance of $once again in which Ms [redacted] has not submitted a payment or partial payment for as of August 31, Please be advised that on September 1, 2017, T-Mobile contacted Ms [redacted] and closed the payment arrangement completely and provided an extension for the past due balance of $to be paid in full by September 8, 2017, and has encouraged Ms [redacted] to attempt to submit a payment for the current charges of $as well if not contact Customer Care to establish a payment arrangement to avoid further interruptions It is important to note that T-Mobile does not reflect a record that a debited payment was attempted on August 30, for the payment of $per the arrangement that Mr [redacted] agreed to As such, T-Mobile has asked Ms [redacted] to provide an unaltered bank statement reflecting revolving balances and fees assessed by her financial institution in which T-Mobile would be gladly to refund to resolve this matter amicably Ms [redacted] may provide the unaltered statements to: Email them to [redacted] @T-Mobile.com Or Faxing them to 505-998-Attention Oscar T Upon receipt T-Mobile shall review and provide any applicable refund due T-Mobile regrets any inconvenience to Mr [redacted] and Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

August 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 7, 2015, regarding the above-referenced accountT-Mobile records indicate Ms [redacted] activated a prepaid account with the mobile number ending in [redacted] on June 2, Ms [redacted] purchased a $refill card at this time, and subscribed to our Unlimited Text and Data rate plan at $monthlyHowever, our records confirm that the device Ms [redacted] attempted to activate had been blocked from accessing the T-Mobile networkT-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivatedA phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networksT-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occursBy blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outletsOur records confirm that Ms [redacted] cancelled her prepaid number ending in [redacted] on June 2, Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” However, in an effort to amicably resolve Ms [redacted] ’s concerns, on August 10, 2015, T-Mobile issued a refund to her in the amount of $for the refill card and applicable taxesThis refund has been issued to Ms [redacted] as a prepaid card, and has been sent via U.SMailMs [redacted] can expect to receive this refund within seven to ten business daysT-Mobile regrets any inconvenience Ms [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 [redacted] Very truly yours, T-MOBILE USA, INCChris P [redacted] Executive Response

June 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Name: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced accountT-Mobile regrets any inconvenience Ms [redacted] encountered regarding her account T-Mobile records confirm that as of March 15, 2017, Ms [redacted] is subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $180.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that Ms [redacted] is eligible to receive a $discount per line to reduce her rate plan to $per month if the account is enrolled in AutoPayAutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayFurthermore, T-Mobile records do not support that Ms [redacted] was provided a monthly rate of $for her service T-Mobile further regrets to hear that Ms [redacted] has concerns about the billing and payments on her accountT-Mobile has asked Ms [redacted] to fax or email an unaltered bank statement that displays the disputed $payment and a running balance prior to and following the paymentMs [redacted] may fax her bank statement to 505-998-or via email at [redacted] @T-Mobile.comUpon receipt of that documentation T-Mobile will investigate Ms [redacted] ***’s missing payment and will apprise her of our findingsT-Mobile regrets any inconvenience to Ms [redacted] *** In addition, T-Mobile has placed a temporary hold on payment on Ms [redacted] ***’s account through June 14, 2017, to allow Ms [redacted] time to submit her documentation 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 Abigail ***-R [redacted] Executive Response

September 10, 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 September 2, 2015, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] has designated [redacted] as an authorized user of the account Please be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter T-Mobile understands the importance of having a working handset and we regret any concerns that Ms [redacted] has experienced with her handset We further regret any inconvenience Ms [redacted] encountered when discussing her handset issues with our Sales representatives We make every effort to provide a world-class customer service experience with every interaction On May 31, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Avant handset EIP is a payment option that allows eligible customers to purchase handsets by agreeing to pay the equipment balance in installments By purchasing the Samsung Galaxy Avant, Ms [redacted] received a one-year Limited Warranty provided by Samsung, the manufacturer of her deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramAlternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsOur records confirm that Ms [redacted] has not completed a handset exchange Regarding Ms [redacted] ’s concerns about the SIM card change, T-Mobile has no record of any change to Ms [redacted] ’s SIM card and we request that she contact our Customer Care at [redacted] so we can effectively evaluate and troubleshoot her handset and text messaging concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Ruben A [redacted] Executive Response

April 26, 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 13, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced in regards to the Tax Time Switcher promotion and Advantage Program DiscountT-Mobile records confirm that on February 23, 2017, Mr [redacted] activated a postpaid account with three voice lines and one Mobile Internet (“MI”) line of serviceAt the time of activation Mr [redacted] ’s account was subscribed to the Lines T-Mobile ONE rate plan for $per month, for the first two voice lines of serviceMr [redacted] ’s third voice line of service was $45.00, per monthMr [redacted] ’s MI line of service was subscribed to the T-Mobile ONE Tablet rate plan for $75.00, per month, plus taxes T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement listThe Advantage Program offers new customers a $Reward Card for each new device or tablet that is purchasedT-Mobile records indicate that Mr [redacted] ’s verification documentation was not received; therefore, Mr [redacted] ’s account did not qualify for enrollment in the T-Mobile Advantage Program $Reward Card program Please be assured that T-Mobile strives to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent with our retail location Please note that, as part of the Tax Time Switcher promotion, from January 5, 2017, through February 28, 2017, customers who activate a new line of service on the T-Mobile ONE or Simple Choice rate plan with Unlimited data and port in their number will receive a $marebate per line of serviceT-Mobile records confirm that Mr [redacted] ’s account met the requirements for the promotionUnfortunately Mr [redacted] ’s rebate was declined as the account reflected that the mobile numbers had already been utilized in another non-compatible promotional offerTherefore, in an effort to amicably resolve the matter, on April 17, 2017, T-Mobile sent Mr [redacted] a prepaid refund card in the amount of $600.00, to the billing address on fileMr [redacted] may expect receipt of the refund within ten business days from the date of processing As Mr [redacted] ’s account was subscribed to AutoPay, the account was eligible to receive a $monthly bill credit, per voice line of serviceTherefore, Mr [redacted] ’s monthly recurring charges were estimated to be $per monthRecords confirm that Mr [redacted] ’s February 24, 2017, billing statement reflected a balance owed of $as the MI line charge of $did not reflect on this billing statementOn March 14, 2017, T-Mobile received a payment of $155.00, reducing the balance owed to zero On March 20, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] ’s account, bringing the account to a credit balance of $Records confirm that Mr [redacted] ’s March 24, 2017, billing statement reflected a balance owed of $227.50, increasing the balance owed to $On March 28, 2017, T-Mobile applied a courtesy credit of $to Mr [redacted] ’s account, reducing the balance owed to $It is T-Mobile’s position that Mr [redacted] ’s account was accurately charged for the monthly recurring charges and features T-Mobile records confirm that on April 23, 2017, Mr [redacted] ’s account was cancelled when he ported his voice lines to another service provider and requested the cancellation of his MI line of serviceAs of the date of this letter, Mr [redacted] ’s account remains cancelled with a zero balanceShould Mr [redacted] wish to discuss this matter further, he may contact me directly at the number listed below Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to clarify my concern with the culture of dishonesty I've seen at T-MobilePlease be aware that I am considering this situation resolved, but the next hint of another lie I get from a T-Mobile representative will lead to another Revdex.com complaint that I think you will be much harder pressed to resolve Sincerely, [redacted]

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

June 23, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced in regards to the cancelation of her hotspot line and the replacement of her T-Mobile handset T-Mobile records confirm that as of January 11, 2016, Ms [redacted] Mobile Internet (“MI”) line ending in [redacted] is subscribed to the MI On Demand MI plan, which for $10.00, provides the MI lines with access to purchase data passes Please be advised that as Ms [redacted] has two voice lines active on her account she is receiving a promotional $monthly discount making mobile number ending in [redacted] free T-Mobile records reflect that on May 22, 2017, Ms [redacted] contact T-Mobile to cancel her hotspot line ending in *** Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Ms [redacted] ’s billing cycle ran from the 11th of one month to the 10th of the following month Accordingly, Ms [redacted] ’s line ending in [redacted] was programmed to be canceled on June 10, 2017, and was billed through the cancelation date T-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy Note handset on August 21, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by Samsung for her device During the Limited Warranty period, Ms [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting Samsung directly to discuss repair or replacement options Under 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.Upon review of Ms [redacted] ’s account her warranty has been extended as she subscribed to the optional JUMP! feature, which includes Premium Handset Protection (“PHP”) PHP provides both insurance and an extended warranty for as long as the feature remains active T-Mobile records reflect that on June 5, 2017, a warranty exchange was processed to replace Ms [redacted] ’s Samsung Galaxy Note Regretfully, as the IMEIs did not match on the order Ms [redacted] was not able to complete the exchange at our retail location T-Mobile records further confirm that on June 11, 2017, a second warranty exchange was filed for Ms [redacted] ’s Samsung Galaxy Note Our records confirm that Ms [redacted] was able to complete her exchange for the replacement Samsung Galaxy Note on June 15, Upon speaking with Ms [redacted] on June 20, 2017, she confirmed that her replacement device is working properly In an effort to amicably resolve Ms [redacted] ’s concerns T-Mobile offered a $credit for service charges from May 11, 2017, through June 10, 2017, for the MI line ending in *** Additionally, T-Mobile offered a one-time courtesy credit in the amount of $ Please note that Ms [redacted] accepted our offer and therefore we applied the above credits to her account and her account now reflects a $balance T-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her business 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.Juan B [redacted] Executive Response

Revdex.com: Thanks Revdex.com for the help to resolve this matter 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]

August 23, 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 17, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced in regards to changing his rate plan and international chargesOur records confirm that on July 18, 2016, Mr [redacted] rate plan was changed to a $promotional rate plan and the $Family Stateside International w/Mobile Promotional feature was automatically removed as it was not compatible with the new rate planMr [redacted] August 2, 2016, billing statement included $6,in international charges and taxesOn August 5, 2016, our $North America Stateside International Talk w/Mobile feature was added to the five voice lines on Mr [redacted] account to prevent any further international charges until the rate plan could be correctedWe spoke with Mr [redacted] on August 18, 2016, and confirmed that we made the requested change back to his original $Simple Choice Family Unlimited Talk Text and Data lines included and backdated it to August 2, Our $2.5GB data feature was added back to all five voice lines and a $additional line fee was added to the number ending in Any pending international charges will be rerated and the $North America Stateside International Talk w/Mobile features added on August 5, 2016, will be waivedOn August 18, 2016, we applied a credit of $6,for the billed international charges reducing Mr [redacted] current balance to $Mr [redacted] stated he understood and accepted our resolutionT-Mobile regrets any inconvenience to Mr***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, INCDaniel R [redacted] Executive Response

November 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 October 23, 2017, regarding the above-referenced accountT-Mobile is pleased to report that we spoke to Ms [redacted] and she confirms that her concerns have been resolved to her satisfaction T-Mobile regrets any concerns that Ms [redacted] may have in regards to 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] ’s contact with our Customer Care T-Mobile’s records indicate on December 8, 2015, Ms [redacted] utilized our JUMP! On Demand (“JOD”) offering for the lease of a Samsung Galaxy S32GB handsets for the mobile number ending in Ms [redacted] was not required to pay a capital cost reduction payment at the start of the lease but she did agree to installment payments of $and a purchase option price of $including tax JOD customer may choose to purchase their leased device at any time during the 18-month lease termHowever, JOD customers are responsible for the remaining lease payments, the purchase option price and all applicable taxesIf 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 following billing statement T-Mobile records indicate that on June 28, 2017, Ms [redacted] ’s above mentioned lease ended and the purchase option price was assessed to her July 21, 2017, billing statementPlease be advised T-Mobile offers the option to split the cost of the purchase option price over a period of nine monthsHowever, on July 20, 2017, Ms [redacted] changed her mobile number ending in to the number ending in Due to the original number that Ms [redacted] set her JOD lease on not being active, T-Mobile was unable to set up a purchase option price for the mentioned leaseNonetheless, on October 23, 2017, Ms [redacted] was provided a credit of $for the purchase option priceThis credit left a revised balance of $on Ms [redacted] ’s accountT-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 Nicole C [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: First of all, the only reason the payment was made was because I applied for a refinance of my house and this account appeared on my credit report and I had to pay it firstWhen I was researching this account, I found that this account was set up in Sept and I canceled the account within the day window because T-Mobile did not have any cell sites in my community and the service was horribleI returned the device an everything it came with in a timely manner which resulted in a refund back to me (I just contacted my bank and they are sending me my bank statements from to prove that a refund was credited back to me from T-MobileIn your statement to me, you never mentioned that I was given a refund, you only stated that I credited back a certain amount for returning the phones within the day windowIf I owed T-Mobile any money for the fews days that I had the phone then why would your company send me any refund at allThe refund was for over $100+All of sudden I owe your company money and you put a negative mark on my creditI am demanding that this be removed from my credit reports ASAPI will prove your company wrong.Sincerely, [redacted]

March 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 17, 2016, regarding the above-referenced file numberT-Mobile regrets that Ms [redacted] is dissatisfied with our previous responseAs indicated in our March 16, response, T-Mobile currently partners with a third party company, Vesta, to process refill payments for prepaid accountsIn an effort to protect customers from fraudulent payments, Vesta may require additional verification information when a payment is processedThe information required for verifications is related to the payment account, and is requested at randomIt is important to note that if additional verification is required at the time of a payment, it cannot be bypassedHowever, a prepaid refill card may be used in place of a credit card or electronic check refillOur records confirm that Ms [redacted] contacted our prepaid refill center on March 3, 2016, to refill her accountMs [redacted] was asked to provide additional verification of her payment account at that time to proceed with the paymentAs indicated by our partners at Vesta, the required verification information was not provided, and regrettably, a refill could not be applied to Ms [redacted] accountHowever, in an effort to amicably resolve Ms [redacted] concerns, on March 3, 2015, T-Mobile issued a credit to her account in the amount of $for one billing cycle of her serviceThis moved Ms [redacted] account into a paid status, and her service remains active, with a zero balanceT-Mobile regrets any inconvenience Ms [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, INCChris P [redacted] Executive Response

May 22, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced accountT-Mobile regrets Mr [redacted] ’s concerns regarding his account billing Review of Mr [redacted] ’s account indicates that mobile numbers ending in ***, ***, ***, ***, ***, ***, ***, [redacted] and [redacted] were subscribed to our grandfathered $Simple Choice Unlimited Talk and Text rate plan T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr [redacted] ’s account when the five mobile numbers ending in ***, ***, ***, ***, and [redacted] were moved to a new customer’s account A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business It 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 account Upon the completion of the COR, mobile numbers ending in ***, ***, [redacted] and [redacted] remained active on Mr [redacted] ’s account Mr [redacted] ’s account continued on the above mentioned price plan as the promotional Two Lines for $price plan he had requested was grandfathered and therefore no longer availableWith regards to Mr [redacted] ’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headset Further records confirm that on March 18, 2017, Mr [redacted] transferred mobile number ending in [redacted] to another service provider Furthermore, on the same date MrWeisenthal contacted our Customer Care team and requested cancellation of mobile numbers ending in ***, [redacted] and *** Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr [redacted] ’s account without his consent As such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $to Mr [redacted] ’s account for the cost of the Samsung VR headset.As Mr [redacted] requested, on April 7, 2017, mobile number ending in ***, and [redacted] were cancelled On April 12, 2017, Mr [redacted] contacted Customer Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same date Upon cancelation On May 9, 2017, Mr [redacted] ’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellation In an effort to amicably resolve this issue, T-Mobile applied a credit of $to Mr [redacted] ’s account to bring his outstanding balance to zero As such, Mr [redacted] ’s account remains closed with a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.James H*** Executive Response

August 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 20, 2015, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any frustration Mr [redacted] encountered with his equipmentOur records confirm that on July 31, 2015, Mr [redacted] visited a T-Mobile retail store and purchased a new Kyocera Rally deviceBy purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive a replacement of their device via T-Mobile’s Handset Exchange ProgramUnfortunately, due to an administrative error, our Handset Exchange Program was not recognizing Mr [redacted] equipment as a T-Mobile deviceAs such, we are unable to replace the Kyocera Rally through our Handset Exchange ProgramNevertheless, in an effort to amicably resolve this issue, T-Mobile has mailed Mr [redacted] a new T-Mobile SPARQ device at no costMr [redacted] can expect to receive the SPARQ device within seven to ten business days via UPS at his address listed in his correspondence to your officeMr [redacted] is not required to return the Kyocera Rally handset and we suggest that he recycle the deviceFurthermore, as an additional courtesy, T-Mobile has applied a $credit to Mr [redacted] account and extended the expiration date on his balance of $through October 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 [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

October 20, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 20, 2016, regarding the above-referenced accountT-Mobile is delighted to have resolved this matter to Ms [redacted] ’s satisfactionT-Mobile regrets any concerns that Ms [redacted] has experienced regarding her final billing with T-MobilePlease be advised that T-Mobile bills for services in advance, a billing system known as “bill current.” In addition, Ms [redacted] ’s billing cycle ran from the 11th of one month to the 10th of the following monthOur records confirm that on June 12, 2016, Ms [redacted] was sent a billing statement in the amount of $66.89, for service from June 11, to July 10, 2016, which was due by July 3, Please be advised that when payment was not received, the balance was added to Ms [redacted] ’s next billing statement as a past due balanceThereafter, on July 1, 2016, Ms [redacted] cancelled her account when she ported her mobile number to another service providerAs such, on July 12, 2016, Ms [redacted] ’s final billing statement was mailed to her address of record, in the amount of $for a tax adjustment from the previous billing statement, which was due by August 3, Including the past due balance, the total balance owed was $Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAs such, Ms [redacted] ’s final balance of $was valid and owedT-Mobile records confirm that Ms [redacted] was contacted on multiple occasions regarding her past due balance, although we understand that Ms [redacted] indicates that her mailing address of record was not accurate at that timePlease note that customers must contact T-Mobile to make us aware of any address changesPlease be advised that on October 3, 2016, due to continued non-payment of the account balance, Ms [redacted] ’s account was forwarded to third-party collections Diversified Consultants Inc(“DCI”) with a balance of $At that time, and outside collections fee in the amount of $was added, bringing the account to a revised balance of $83.63, which was paid in full on October 12, Ms [redacted] ’s account is now closed with a zero balanceAs a courtesy to Ms [redacted] , and although her account charges are valid and owed, as a gesture of goodwill, T-Mobile has agreed to provide Ms [redacted] with a refund in the amount of $20.01, to be delivered to Ms [redacted] within 7-business daysMs [redacted] accepted this offer as resolution in full 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 customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareBased 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

Complaint: [redacted] I am rejecting this response because: When I called to cancel my account I was told I was not able to get billed right away and that I would have to wait until a certain date then call back and figure out billing issuesI've had nothing but bad experiences with this companyUnfortunately this led to my demise of doing business with themThey so not deserve the rating they are givenWhen I was called back asking for a resolution I tried to reach a compromise and they said that all they could do was issue me a creditMy time is valuableAll they did was fix their screw up and I got nothing in returnI will be contacting a lawyer and getting this mess resolvedThank you for your time Sincerely, [redacted]

Tell us why here August 28, 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 dated August 15, regarding the above-referenced account T-Mobile regrets any difficulties [redacted] has experienced with her T-Mobile accountT-Mobile has reviewed [redacted] ’s account regarding her payments made towards equipment and found that on May 25, 2017, [redacted] made payments totaling $1,These payments went towards the following leased equipment that [redacted] had on JUMP! On Demand program (“JOD”): • A payment of $was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed • A payment of $was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed • A payment of $was made for JOD ID number [redacted] for an Apple iPad Pro 32GB device with this payment the lease offer was closed The fourth payment paid on May 25, 2017, in the amount of $went towards the balance of $due by May 22, 2017, that consisted of past due balance of $and new charges of $due by May 22, As [redacted] carried a past due balance the June 1, 2017, billing statement reflected a balance of $which consisted of a past due balance of $and new charges of $due by June 22, It is important to note that [redacted] was subscribed to two equipment programs with T-Mobile in addition to the above mentioned above that are now closedOn October 26, 2016, [redacted] took advantage of our JOD offering by leasing an iPhone Plus 32GB handset for the mobile number ending in [redacted] at $for months with a $Purchase Option Price (“POP”)For the line ending in [redacted] on April 15, 2017, a JOD lease was initiated for a Samsung Galaxy Sat $over the course of months and a $POPPlease note that the JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costCustomers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgradeJOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”)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 [redacted] entered to the EIP offering on the following dates: • On November 10, 2016, an Apple iPhone 32GB was financed for the line ending in *** [redacted] was not required to make a down payment for this device and agreed to a series of monthly installments of $ • On February 25, 2017, a Samsung Gear SWearable device was financed for the line ending in *** [redacted] was asked to make a down payment in the amount of $and agreed to a series of monthly installments in the amount of $ • On April 19, 2017, a Samsung Wall Charge stand was financed for the line ending in *** [redacted] was not required to make a down payment for this accessory and agreed to a series of monthly installments of $ T-Mobile records indicate that on May 31, 2017, the account was fully suspended for non-payment on August 17, 2017, with a balance of $1,which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxesIt is T-Mobile’s position that [redacted] was billed in accordance with the Terms and Conditions of the selected rate plan and equipment plan and the charges are valid However, in an effort to amicably resolve this matter T-Mobile has agreed to waive the balance of $1,and the remaining unpaid EIP and JOD active balance of $1,for equipment listed above under the condition [redacted] return the equipment via the pre-paid mailing label that was sent to her email providedIn addition T-Mobile has offered to waive the final bill upon [redacted] porting her mobile numbers to another carrier [redacted] asked for additional time to accept this offerT-Mobile will continue to work with [redacted] until an amicably resolution is agreed up 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 any of [redacted] ’s interactions with T-Mobile 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]

April 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2018, regarding the above-referenced account Please 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 Ms [redacted] regarding her promotion concernsThe promotion that Ms [redacted] is referring to in the letter to your office is our QApple BOGO offer New and existing postpaid customers who buy an iPhone 7, Plus, 8, Plus, or X can get another iPhone 7, Plus, 8, Plus, or X, of equal or lesser value, at no cost via a one-time rebate; please note the maximum rebate is $ As can be expected, several requirements must be met in order to qualify for this offer.On February 26, 2018, records indicate that Ms [redacted] ported in two lines of service and was subscribed to the T-Mobile ONE rate plan Further records indicate that, on February 26, 2017, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 64GB handsets Please be advised that Ms [redacted] traded in a device with an IMEI [redacted] T-Mobile has no record of this device being returned to our warehouse which disqualifies Ms [redacted] to our BOGO promotionT-Mobile regrets any inconvenience to Ms [redacted] However, in an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile provided a $rebate on April 8, Ms [redacted] should allow up to three business days to receive the funds into her bank accountBased 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.Vanessa C [redacted] Executive Response