T-Mobile USA

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 meThank-you very much for helping me resolve this issue so quickly As a side note, the phone that TMobile stated they never received was return to me from their Return Service Center with a broken screen and a note they could not fix Since they did provide a new phone, I wont' pursue You guys rock!Sincerely, [redacted] ***

February 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 22, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfactionT-Mobile regrets any inconvenience Ms [redacted] has experienced regarding her recent handset orderPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareUpon our review of Ms [redacted] ’s order number [redacted] , which was placed on January 12, 2016, T-Mobile has confirmed that Ms [redacted] ’s order was never receivedAs such, on January 22, 2016, T-Mobile submitted a refund in the amount of $to Ms [redacted] ’s credit card used for the above-referenced orderIn an effort to amicably resolve this matter, and upon speaking to Ms [redacted] , on January 29, 2016, T-Mobile processed an order for an LG G Stylo handset to be purchased through our Equipment Installment Plan ("EIP") program and sent, via overnight shipping, to Ms [redacted] In addition, T-Mobile has applied a credit in the amount of $for Ms [redacted] ’s down payment, tax, and shipping charges for the above-referenced LG G Stylo handsetAs an additional courtesy to Ms [redacted] , T-Mobile has applied a credit in the amount of $for the charges associated with the mobile number ending in from the billing statement dated January 14, Pursuant to our conversation with Ms [redacted] the matter is resolved and she has no further concernsT-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, INCBrandon M***

Complaint: [redacted] I am rejecting this response because: I understand and acknowledge that T-Mobile has tried to contact me twice I called Ruben with T-Mobile's Executive response team back twice and once left a voice mail I have not received a response Previously, I was contacted during work hours and one during softball I am comfortable talking about the situation; however, I have had legal counseling to have this matter be resolved through the Revdex.com as to avoid recorded information being misinterpreted My stance is that this matter should never have occurred or been sent to collections in the first place I move once every year and because my account was denied access I cannot update my information If this was the case, I don't understand why my number ( [redacted] ) or my email ( [redacted] @umich.edu) was not used to contact me (I even confirmed that it was a good number to contact me with my call in February/March timing) Because of all of this, I have requested a Credit Delete Letter for the credit to be not just closed, but removed from my credit history This matter will be closed upon my receipt of this Delete letter Thank you for your support and communication thus far I look forward to your response.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The printed T-Mobile coverage map shows great coverage in my area and leads consumers to believe that coverage will never be an issueSo far, the coverage has been horribleOnce my phones are paid off, we will be leaving for [redacted] where coverage was NEVER AN ISSUE Sincerely, [redacted]

February 6, 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 February 5, 2018, regarding the above-referenced account T-Mobile regrets the continued concerns Ms [redacted] has experienced regarding her QMagenta Apple BOGO offer reimbursementWe appreciate Ms***’s feedback and the opportunity to address any concernsWe apologize if any T-Mobile representative failed to provide an exceptional experience during any of Ms***’s recent contacts On February 5, 2018, T-Mobile spoke with Ms [redacted] in regards to our QMagenta Apple BOGO offer rebate and that promotional offers may take up to eight weeks from the date of submission to be receivedAdditionally, Ms [redacted] confirmed that she has received both of her rebate cards for the QMagenta Apple BOGO offerPlease note, Ms [redacted] stated her concerns have now been resolved Please be advised, as mentioned in our previous correspondence, because Ms***’s reimbursement has been properly issued during the expected time frame for her rebate, our position remains the sameTherefore, T-Mobile respectfully declines Ms***’s additional request for further compensation for this matterWe regret any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Vanessa Q [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 under one condition: the promise of an improved network is actually fulfilled within a reasonable time frameI do ask that you keep your customers posted on the progress in a place where customers can easily access this information (main website, Facebook, Twitter, etc...)And I also would like an assurance that your company will put an end to "data prioritization" once and for all, and instead, go back to the old ways of granting access on a first-come, first-served basis!Sincerely, [redacted]

September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced accountPlease note that T-Mobile has been unsuccessful in contacting Ms [redacted] As such, we will make every effort to address her concerns within this letter T-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her account billing and handset lock concernsWe appreciate the opportunity to respond to this matter T-Mobile records indicate that on November 26, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Tone Pro headset, an LG Stylo Plus handset, an LG DualPro case, and a ZTE ZMax Pro handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installmentsIt should be noted that Ms [redacted] was required to remit a down payment in the amount of $for her headset, $for her handset, $for her case, and $for her ZTE handset; further, Ms [redacted] agreed to a series of monthly installments in the amount of $1.46, $4.50, $0.63, and $respectivelyPursuant to the terms of the EIP, should an account be cancelled prior to the EIP balance being met, any remaining EIP balance will accelerate and become due in full on the final billing statement Upon further review of Ms [redacted] ’s account balance, our records reflect that her final billing statement produced on May 4, Our records confirm that this billing statement carried a total balance due of $Please be advised that $was considered past due and was for service charges prior to May 4, Ms [redacted] was assessed $in current statement charges for accelerated EIPPlease note that Ms [redacted] ’s past due amount was immediately due, and her current statement charges were due in full by May 25, With respect to Ms [redacted] ’s concerns related to handset blocking, it should be noted that if an account is cancelled, and balance remains outstanding with respect to EIP, then the associated IMEI number of the handset(s) in question may be blocked, until the terms of the EIP are metAccordingly, on April 14, 2017, Ms [redacted] ’s IMEI numbers for her aforementioned handsets were blocked for non-payment After Ms [redacted] ’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact her in an effort to resolve her outstanding balanceAs T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Ms [redacted] ’s account was referred to a third-party collection agency, Amsher Collection Services (“Amsher”), for further collection efforts Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned mayThe account may be reported to the credit bureau while a balance remains outstanding Although it is T-Mobile’s position that Ms [redacted] ’s account balance is valid and owed, on September 27, 2017, T-Mobile reduced Ms [redacted] ’s outstanding balance to $191.53, representing the amount due for her accelerated EIP, via the issuance of a one-time $courtesy creditIt should be noted that this action was performed as a gesture of good faith to Ms [redacted] As of the date of this letter, Ms [redacted] ’s account remains closed with an outstanding $balanceMs [redacted] may contact Amsher at 877-322-to discuss further payment remittance optionsOnce Ms [redacted] ’s $balance is satisfied, she may then request the removal of IMEI blocks, and further request that her devices are unlocked should she wish to use them on another service provider’s network 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 Ms [redacted] ’s contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jason A [redacted] Executive Response

May 27, 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 May 25, 2016, regarding the above-referenced accountWe are sorry to hear that Mr [redacted] had concerns with fraudulent activity on his T-Mobile accountOur records confirm that on July 9, Mr [redacted] activated his T-Mobile accountFurthermore, on July 26, 2013, Mr [redacted] contacted T-Mobile to report that his handset was stolen, and he requested that we suspend his T-Mobile accountPlease be advised that accounts that are suspended for lost/stolen are still billed at the monthly rateAs Mr [redacted] did not contact T-Mobile after July 26, to resume his line of service, on September 23, 2013, Mr***’s account was canceled by T-MobileMr***’s account remains canceled with a total past due amount of $which consists of monthly recurring charges for the period of July 9, 2013, through September 23, 2013, late payments, plus taxes feesIt is our position that there was no fraudulent activity on Mr***’s account and that the past due balance remains valid and owedHowever, in an effort to amicably resolve this matter, on May 26, 2016, T-Mobile contacted Mr [redacted] and offered a bill credit in the amount of 247.59, and to remove the account from collections and delete any negative information reported to the credit bureaus should Mr [redacted] will remit payment to T-Mobile in the amount of $for the time Mr [redacted] utilized the serviceIt is important to note that Mr [redacted] declined this offer Should Mr [redacted] change his mind and decide to accept this offer, he may contact me at the number provided below within thirty (30) days from the date of this letterT-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, INCTaylor B [redacted] Executive Response

September 29, 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 September 19, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that they have designated [redacted] as an authorized user of the account Please be advised that there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a tracredit for the device Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile account 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 T-Mobile records reflect that Mr [redacted] was contacted by T-Mobile’s Reimbursement Resolution Team on August 20, 2017, in an attempt to assist him with doing the proper pay out based on his prior carrier’s final billing statement As T-Mobile was unable to reach him a voicemail was left advising him to contact us so we could assist with his reimbursementsPlease note that T-Mobile has no record of Mr [redacted] contacting us back in regards to this reimbursement Therefore we were unable to process any Early Termination Fee Reimbursements for himT-Mobile regrets any misunderstanding with this process In reviewing Mr [redacted] ’ final billing statement from his previous carrier we found that he was billed $per his mobile numbers ending in 6572, and for his final purchase option price from his prior carrierAs such, in effort to amicably resolve this matter, T-Mobile provided Mr [redacted] with the reimbursement of $per line for his mobile numbers ending in 6572, and As an additional courtesy, T-Mobile provided a credit of $per the mobile number The total credits provided totals $leaving the account with a credit balance of $ Mr [redacted] accepted as resolution to his concernsT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response Tell us why here

June 6, 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 May 30, 2016, regarding the above-referenced accountWe regret the concerns that Mr [redacted] recently experience when moving his lines of service to T-Mobile from another service providerOur records indicate that on April 13, 2016, Mr [redacted] activated his T-Mobile account with one line of service, the mobile number ending in ***However, on April 30, 2016, Mr [redacted] added an additional eleven line of service to his account, bringing the account to a total of twelve line of service, ten voice line and two mobile internet linesAt that time, Mr [redacted] advised T-Mobile that he did not intend to open his account on April 13, 2016, and had meant only to inquire about the service that dayWe regret any confusion about the date of activation of the accountPlease note that Mr [redacted] did not begin utilizing his service on all lines until May 29, As such, per Mr***’s agreement with our Customer Loyalty department, Mr***’s account was credited in full, for all services through June 14, 2016, and the account was brought to a zero balancePlease note that this resulted in about two weeks of service being provided to Mr [redacted] at no cost, due to his inconvenience in this matterPlease 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 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

May 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 May 13, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Mr***’s satisfaction T-Mobile regrets any inconvenience Mr [redacted] experienced regarding our iPhone Trade Up promotion and the status of his submissionOn September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or new model for the iPhone or iPhone PlusWith this offer, qualified customers who purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone 6, any model from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the total cost of the new iPhone such that the phone is fully discounted after months T-Mobile records confirm that on September 24, 2016, an iPhone order was placed on Mr***’s accountRegretfully, there was not a tradevice associated with the order at the time the order was createdT-Mobile records confirm that on April 20, 2017, an iPhone was surrendered for trade in via UPS tracking label [redacted] This device has since been received by T-Mobile; however, as the original order did not have a trade associated with it, the promotional bill credits did not start automatically T-Mobile contacted Mr [redacted] on May 19, 2017, and in effort to resolve this matter amicably, T-Mobile has closed the associated EIP for the iPhone device in fullFollowing the conversation Mr [redacted] advised this matter has been resolvedT-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 29, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] in regards to being charged for additional lines of service and a handset that she returnedBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Ms [redacted] which provided up to two free lines of service through monthly bill creditsOur records show that there were two Mobile Internet lines added during this promotionPlease be advised that when the new lines were activated, there were also two Samsung Tablets purchased with Equipment Installment Plan (“EIP”) in an attempt to take advantage of the November Tablet On Us promotion in which Ms [redacted] was receiving monthly credits for the EIP costs of the tablets as long as she had active Mobile Internet lines Additionally, from March 1, 2017, through March 5, 2017, T-Mobile also offered another promotion in which customer could receive an additional line of service for free with monthly bill creditsOur records confirm that on March 5, 2017, another two Mobile Internet lines were added to Ms [redacted] ’s account T-Mobile records show that on March 31, 2017, Ms [redacted] contacted Customer Care with concerns about the additional lines being added to her accountIn order to resolve the matter, Customer Care cancelled all four tablet lines and removed the remaining EIP charges for the tabletsAdditionally, Ms [redacted] was issued adjustments to cover the charges for the additional lines of service which paid her April 3, balance, and left her account with a credit balance in the amount of $ In regards to the returned handset, on October 27, 2015, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 6S deviceMs [redacted] states the handset was returned for insurance, however, as T-Mobile was unable to verify the return of the equipment, Ms [redacted] continued to be charged the monthly EIP for the handset However, on April 1, 2017, T-Mobile located the returned equipment and removed the remaining EIP in the amount of $On April 11, 2017, Ms [redacted] was issued an adjustment of $for the EIP monthly payments that she had been charged after the return of the handset leaving her account with a credit balance in the amount of $T-Mobile regrets any inconvenience Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jimmie P [redacted] Executive Response

Tell us why here May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets to hear of any further concerns Mr [redacted] has experienced regarding our previous response to your file number dated April 11, 2017, to which this matter is directly relatedPursuant to our email conversation with Mr***, on April 13, 2017, in an effort to amicably resolve the matter T-Mobile offered a 30-day period in which Mr [redacted] may return his iPhone 6S handset to my attention at the following: T-Mobile USA, Inc Attn: Brandon M [redacted] c/o Executive Response [redacted] Upon receipt of Mr***’ equipment, in an acceptable condition, T-Mobile agrees to submit for a prepaid debit card in the amount of $for the full retail cost of the iPhone 6S handsetPlease be advised that we have not received Mr***’ equipment returnNevertheless, in a continued effort to amicably resolve the matter, T-Mobile is extending our previous above-referenced offer for a period of days from the date of this letter T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr [redacted] please include the handset and charger within the box to ensure that he receives the proper refund upon receipt of the handsetWe also ask that Mr [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to him if the application is enabledPlease be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr [redacted] and the balance will then be considered valid and owedIt is important to note, Mr [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offerT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

November 8, 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 [redacted] pondence dated November 4, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has successfully addressed Mr [redacted] ’ concern to his satisfactionT-Mobile regrets any concern to Mr [redacted] in regards to the return of his Samsung Galaxy SEdgeT-Mobile has confirmed that Mr [redacted] has returned his Samsung Galaxy SEdge to our Executive Response officeOn November 7, 2016, T-Mobile has closed the remaining EIP balance of the returned handset totaling $and has credited the account the last three billed EIP installments, down payment of $69.99, and sales tax of $leaving an account credit of $on Mr [redacted] ’ accountT-Mobile regrets any inconvenienceBased 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, INCOscar T [redacted] Executive Response

July 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, regarding the above-referenced account T-Mobile regrets that Ms [redacted] is dissatisfied with our response to your office As previously stated, Ms [redacted] sent her Equipment Installment Plan (EIP) reimbursement information to T-Mobile on May 23, On June 19, 2015, T-Mobile declined Ms***’s request as the handset tradto T-Mobile was physically damaged As stated in the terms of the reimbursement, the handset must be in good working order to qualify for the reimbursement T-Mobile thanks Ms [redacted] for providing copies of a Chat transcript she had with T-Mobile in regards to the tradevice In the Chat Ms [redacted] was advised her handset must meet the inspection requirements to be eligible for a full reimbursement T-Mobile contacted Ms [redacted] on July 20, 2015, and amended our previous offer T-Mobile agreed to apply a $bill credit to Ms***’s account if she provides a copy of the final billing statement from her previous carrier showing the remaining EIP balance We are happy to report Ms [redacted] has accepted this offer as a resolution to her concerns 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 Jason M [redacted] Executive Response

February 2, 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 January 26, 2018, regarding the above-referenced file numberPlease be advised that we attempted to reach Mr***, and were unsuccessfulTherefore, we will make every effort to address Mr***’s concerns via this response We regret hearing of Mr***’s additional concerns regarding the unlock request for the device purchased from a third partyPlease be advised, Mobile Device Unlocks (“MDU”) are available to customers who meet our eligibility requirementsMDU requirements can be located on our website at https://support.t-mobile.com/docs/DOC- A review of Mr***’s account confirms that on December 26, we received a request for an MDU for the device used on mobile number ending in However, at that time the device was not eligible for a Mobile Device Unlock As Mr [redacted] indicates that the handset was not purchased through either a direct T-Mobile retail location, or a T-Mobile authorized dealer, it is not eligible for an MDUAs such, it is T-Mobile’s position that we unable to provide Mr [redacted] with the MDUWe regret any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Felicia P [redacted] Executive Response

September 2, 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 August 23, 2017, regarding the above-referenced account. T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences. T-Mobile records confirm the above account was activated on August 14, 2017 at which time Ms. [redacted] made a payment of $102.07. This payment included a $75.00 security deposit as well as a $25.00 T-Mobile SIM Starter Kit, plus sales tax. Please note that the T-Mobile SIM Starter Kit is non-refundable and the security deposit is refunded when the service has remained active in good standing for 12 months, or the account is canceled; upon cancellation, the security deposit is applied to any outstanding account balance and any remaining amount is then refunded. Also on August 17, 2017, Ms. [redacted] agreed to participate in the JUMP! On Demand lease option for a T-Mobile REVVL handset. There was no amount due at signing and Ms. [redacted] agreed to 18 monthly payments of $5.41 plus applicable sales tax. When this device was returned on August 17, 2017, the lease was closed, however since no payment had been collected no refund was due. Additionally, the account was not canceled therefore the security deposit was not released. T-Mobile truly regrets any confusion in regards to the payment made at the time of activation and the lack of a refund being issued for the equipment that was returned. In order to provide Ms. [redacted] with a truly Un-carrier experience, T-Mobile issued a reimbursement in the form of a prepaid debit card in the amount of $102.07. The reimbursement was processed on August 29, 2017 and Ms. [redacted] can expect to receive it within 7 – 10 business days from that date. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Liana G [redacted] Executive Response

September 19, 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 September 11, 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 accountT-Mobile regrets to hear that Mr [redacted] has had multiple issues with voice and data coverage in his home and outside of his homeWe understand the importance of Mr [redacted] being able to utilize T-Mobile service in any areaT-Mobile is always working to improve its coverage, and we regret any service issues that Mr [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Mr [redacted] ’s account and based on the coverage map, confirms that his account address is in a good coverage areaFurthermore, T-Mobile is focused on providing the best network experience for all of our customers, and as a result, we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidthAdditional information about this process can be found in Mr [redacted] ’s Terms and Conditions of serviceFinally, on September 18, 2015, T-Mobile spoke to Mr [redacted] and explained the temporary speed reduction and expected service in his area which Mr [redacted] understoodIn an effort to amicably resolve this matter, T-Mobile has contacted our Engineering team to review Mr [redacted] ’s physical address more in depth to clarify if any service adjustments can be made to resolve Mr [redacted] ’s concerns Mr [redacted] ’s was informed that Engineering may take up to three business days to review his area and that full resolution is not guaranteed after reviewBased 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, INCCesar R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: half of that stuff you said isn't true 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 satisfactory to meThe only thing is that T-Mobile stated they would send me an iPhone 6, I had asked to be sent an iPhone 6s.Sincerely, [redacted]