T-Mobile USA

August 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, 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 August 4, 2017, regarding the above-referenced account We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent visit to our retail locationPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersPlease note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, sex, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local lawDiscrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be toleratedPlease be advised that Ms [redacted] ’s concerns will be forwarded to the appropriate department for investigation; however, T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidentialT-Mobile regrets any inconvenience Ms [redacted] or her son may have experienced and we appreciate Ms [redacted] ’s feedback Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

May 8, 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 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] *, and [redacted] is an authorized user of the account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his serviceIn Mr***’ letter to your office, he indicated that he was 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 availability T-Mobile records confirm that Mr [redacted] activated service on January 19, 2017, with mobile numbers ending in ***, [redacted] and ***T-Mobile records indicate that on January 26, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung On5’sPlease be advised that T-Mobile provides a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf 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 If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase Our records show that on March 22, 2017, Mr [redacted] ported mobile number ending in [redacted] to another service providerOn April 6, 2017, Mr [redacted] ported his mobile number ending in ***Lastly, on April 11, 2017, Mr [redacted] cancelled his mobile number ending in ***Please be advised that as of March 26, 2013, T-Mobile no longer offers contractual agreementsTherefore, Mr [redacted] was not under contractual obligation T-Mobile records confirm that on April 11, 2017, Mr [redacted] contacted T-Mobile requesting to cancel his mobile number ending in [redacted] and was advised of the final billing statementAccording to documents, Mr [redacted] understood that he would be receiving a final billing statementPlease be advised that T-Mobile was unable to locate the above-mentioned Samsung devices As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile offered to refund Mr [redacted] for the payments made for the EIP’s provided that he sends these devices to our Executive OfficeMr [redacted] has agreed to and accepted to keep in contact with me during this process Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

December 1, 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 November 20, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any inconvenience Ms [redacted] may have encountered regarding an insurance claimT-Mobile records confirm that as of August 27, 2015, the mobile number ending in *** is subscribed to the optional Premium Handset Protection (PHP)Furthermore, T-Mobile records confirm that on August 2, 2017, a claim for the handset under mobile number ending in [redacted] was filed and approved by [redacted] Solutions, Inc(“ [redacted] ”)Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return feeIn addition, the possibility of a non-return fee is disclosed at the time a claim is processedOur records do not indicate that the non-working handset was received, as such; on October 27, 2017, the account was charged $for the non-return fee and applicable taxesPlease note the original serial number or International Mobile Equipment Identifier (“IMEI”) continues to be used on the account with the mobile number ending in *** T-Mobile records further confirm that Ms [redacted] contacted customer care on September 1, 2017, to dispute the insurance claim; however, the claim had already been approved and is T-Mobile’s position that the claim was not fraudulently filed Nevertheless, in an effort to amicably resolve this matter on November 27, 2017, T-Mobile credited the non-return fee in full in the amount of $Please note the account balance has returned to $333.43, equivalent to Ms***’ recurring service charges, equipment installments, and applicable taxes and feesT-Mobile is glad to confirm Ms [redacted] accepted the credit as a resolution to her concerns and regrets any inconvenience to her 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

April 21, 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 13, 2017, regarding the above-referenced accountPlease 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 accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his T-Mobile accountAccording to our records, on August 9, 2016, Mr [redacted] activated his T-Mobile account and, on August 16, 2016, he returned his equipment within the return periodHowever at that time, due to an administrative error, the account remained activeThe account was cancelled, on December 2, Upon review of the account and Mr***’s correspondence, T-Mobile has waived the outstanding balance to zeroIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedPursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concernsThe account remains closed with a zero balanceT-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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

Sorry that not responding sooner, I spoke to someone name Christian S [redacted] promise to go in to the account to reverse the charges for the months I paid for but didn't use and the lines that was supposed to be cancelled.MsS [redacted] stated that some of the money would be put to pay off the my devices I hadwaited a few days check the account didn't see the paid off but saw the credit wait another 2days still didn't see it so I try to reach out to Ms.S [redacted] no response

December 19, 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 December 10, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Mr***’s concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] experienced in regards to the coverage in his areaAs Mr [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile records confirm that on October 1, 2013, Mr [redacted] activated two voice lines of service with the mobile numbers ending in [redacted] and ***On January 6, 2014, Mr [redacted] activated the Mobile Internet line of service with the mobile number ending in [redacted] and on August 25, 2015, Mr [redacted] activated the Mobile Internet line of service with the mobile number ending in ***On October 23, 2015, Mr [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program with the lease of an Apple iPhone 6s Gray handset with 16GB of memoryMr [redacted] was not required to pay a capital cost reduction and agreed to a series of monthly lease payments of $It is important to note that at the end of Mr***’s lease term, he may either return the handset or purchase the handset at the purchase option price of $On November 18, 2015, Mr [redacted] took advantage of T-Mobile’s JUMP! On Demand lease program with the lease of an Apple iPhone 6s Rose Gold handset with 16GB of memoryMr [redacted] was not required to pay a capital cost reduction and agreed to a series of monthly lease payments of $At the end of Mr***’s lease term, also may either return the handset or purchase the handset at the purchase price option price of $In an effort to amicably resolve the matter, on December 16, 2016, T-Mobile provided Mr [redacted] with Mobile Device Unlock codes for the above referenced handsets, in order to allow him to utilize them on another service provider’s networkAdditionally, on December 18, 2016, T-Mobile applied a courtesy credit of $155.09, to Mr***’s account, for the billing cycle charges from November 14, through December 13, 2016, reducing the account to a zero balanceOn the same day, T-Mobile applied a courtesy credit of $to Mr***’s account for the remaining JUMP! On Demand lease balances for the above mentioned handsets, bringing the account to a credit balance of $Please note that Mr [redacted] has agreed to pay the purchase price option of $per handset, which will post with the remaining lease balances to Mr***’s February 6, billing statement once he ports his numbers to another service provider by January 13, Additionally, as a courtesy to Mr***, T-Mobile will apply a credit to Mr***’s account for the monthly recurring charges from December 14, through January 13, 2017, provided that he ports his mobile numbers to another service provider by January 13, Mr [redacted] has agreed to this as a resolution to his concernsBased 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, INCDiana J [redacted] Executive Response

August 23, FILED ELECTRONICALLY Bureau 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 August 12, 2017, regarding the above-referenced account We have made attempts to contact Mr [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets any inconvenience Mr [redacted] may have experienced in regards to the billing for his accountT-Mobile records indicate Mr [redacted] ’s account included two voice lines of service and one mobile broadband line of service The account was also enrolled in several equipment installments On September 13, Mr [redacted] initiated T-Mobile’s Equipment Installment Plan (“EIP”) for LG Gaccessories and an LG speaker with monthly payments of $On May 15, 2015, Mr [redacted] took part in T-Mobile’s EIP offering for an Apple iPad Air tablet with monthly payments of $ Also, as of August 3, 2015, Mr [redacted] ’s account processed an EIP purchase for an LG Ghandset with monthly payments of $ Additionally, on September 26, 2015, Mr [redacted] took part in T-Mobile’s JUMP! On Demand lease option for an Apple iPhone 6S 16GB handset with monthly payments of $and a purchase option price of $at the end of months After review of the account, records indicate that on March 19, 2016, Mr [redacted] contact T-Mobile advised that another party would be resuming responsibility for the services and devices on the account via a Change of Responsibility (“COR”) Regretfully, the COR was never processed and the account remained active in Mr [redacted] ’s name As no payments were made to the account, the account was cancelled on June 17, for non-payment At the time of cancellation, the account carried a rolling past due balance of $ The final billing statement dated July 10, 2016, included the past due balance, as well as the final EIP balances for the above listed devices and accessories The final balance due for the account on August 3, 2016, was in the amount of $1, Due to continued non-payment, on August 8, 2016, the account was referred to a third party collection agency, Diversified Consultants IncIn an effort to amicably resolve this is matter, on August 22, 2017, T-Mobile adjusted the full balance on Mr [redacted] ’s accountMr [redacted] ’s account remains closed with a zero balance In 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 account Please note that it may take up to days for the credit report to be updatedT-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 attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJessica G***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, however with a note of the following:I received the phone call from TMobile representative MrCarlos T [redacted] regarding my complaint, he listened to my explanation and apologize for the inconveniences caused I explained that my son [redacted] ***, who listed as an authorized user on my plan, was offered the upgrade promotion at the TMobile store in Crystal City, VA If our rate plan is not applicable, the representative should know better than to offer it to form such misrepresentation and havoc There was also a contract in our history on line, with my digital signature on it agreeing to the financing of the phone and the headset: I want to clarify that I did not and would not have signed for the financing of $worth of equipment to include the iPhone and the wireless headset Nevertheless, MrCarlos T [redacted] did right by us removing the remaining balance of the equipment owned TMobile had credited a $in November which makes up for the automatic deductions of the monthly financing of the iPhone and the headset I am satisfied with resolution and will remain a TMobile customer.Thank you very much for all the assistance to resolve this issue Sincerely, [redacted] ***

April 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her account balance and her efforts to create a payment arrangement As Ms [redacted] ’s JUMP! On Demand leases had been closed as she had completed the month lease term, her billing statement dated March 5, included her four JUMP! On Demand purchase option charges for her equipment originally obtained on our lease programThe $charge for Ms [redacted] ’s JUMP! On Demand leases was applied to her monthly recurring charges As Ms [redacted] ’s JUMP! On Demand leases had ended, she was presented the ability to either return the equipment to a local T-Mobile retail store and complete the JUMP! On Demand lease, purchase the equipment by remitting payment in full for the purchase option price plus applicable taxes, and or breaking up the purchase option price over a period of nine months on our Equipment Installment Plan (“EIP”) Unfortunately as with an EIP, customers account must be current prior to the start of a new installment planAs Ms [redacted] did have an outstanding balance, she was initially unable to create an EIP for her JUMP! On Demand purchase option chargesHowever April 13, 2017, Ms [redacted] was successfully able to create her EIP for her phone handsets and as such, the charges of $which were applied to her billing statement dated March 5, 2017, were credited Ms [redacted] ’s updated balance is $which includes her billing statement dated April 5, and March 5, Please note, Ms [redacted] ’s billing statement dated April 5, includes four restore from suspension fees as her four lines of service were interrupted for her past due balanceHowever on April 18, 2017, Ms [redacted] had a credit of $applied to her account which represents the four restore from suspension fees and applicable taxesMs [redacted] ’s updated balance is $ Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Martin G [redacted] Executive Response

January 24, 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 January 11, 2018, regarding the above-referenced file number T-Mobile regrets any equipment and service concerns Mr [redacted] has experiencedPlease note that Mobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr***’s account confirms that on December 26, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy SPlus device used on mobile number ending in However, at that time, the device was not eligible for a Mobile Device Unlock as there was a balance owed on the Equipment Installment Plan associated with the device Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our retail location and Customer Care 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, INC Ruby 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 NOT satisfactory to meI I tried to contact the representative who wrote the response but have not yet spoken to herMonths ago, I submitted my final billing statements from [redacted] ; actually, [redacted] , from the store [redacted] and [redacted] submitted it for us and told us that in spite of the fact that we were submitting this documentation after the two months had expired, he was going to help us get it processed(It was extremely difficult to get this documentation from [redacted] !)It is not surprising that this documentation has not been recorded; it's rather like when I was told by one representative from customer service that none of my three phones had been received but then, when I went to the store on 7/8, [redacted] told me that I wasn't getting credit for them because the phones were lockedUnbelievably conflicting and difficult communication seems to be the standardSincerely, [redacted] - [redacted]

September 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 12, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Mr [redacted] ’s concerns have been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced during the warranty processT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy Note on November 6, 2015, on mobile number ending in By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his deviceUpon review of Mr [redacted] ’s account, this warranty has been extended as he subscribes to the optional JUMP! featureDuring the Limited Warranty period, Mr [redacted] was 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 damage On September 15, 2017, T-Mobile spoke with Mr [redacted] , and confirmed that he was no longer interested in using the Samsung Galaxy Note In an effort to amicably resolve Mr [redacted] ’s concern, a new Samsung Galaxy S Edge Plus was sent to him at no cost, without the requirement of returning the Samsung Galaxy Note Mr [redacted] was satisfied with this resolution 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 Mathew G [redacted] Executive Response

October 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 October 18, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] has in regards to his T-Mobile account and his recent experience with our Customer Care Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our Customer CarePlease note, T-Mobile records indicate that on September 18, 2017, the Name ID feature was added to Mr [redacted] ’s line ending in due to an inadvertent error Mr [redacted] ’s October 8, 2017, billing statement reflects that the line ending in was charged pro-rated amounts for the Name ID feature from September 18, 2017, to October 6, 2017, for the amount of $minus a $government discount as well as October 7, 2017, to November 6, 2017, for the amount of $minus a $government discount The total amount charged for the Name ID feature was $ Please be advised that on October 17, 2017, Mr [redacted] ’s account was credited $for the Name ID feature On October 20, 2017, we spoke with Mr [redacted] confirming the above, also that the Name ID feature has been removed from his line ending in 0066, and that it is not on any of his other four lines As a courtesy to Mr [redacted] , and in an effort to amicably resolve this matter, we offered to waive his current balance of $ Mr [redacted] accepted this offer and his account balance was reduced to zero Please know that we regret any inconvenience this matter may have caused 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 Daniel R [redacted] Executive Response

I will reject response because Tmobile do not have information correctMy wife have retain legal adviceThe account I do not have right too is my daughterBut the old Tmobile was my wife before she file a chapterbankruptcy.thank once againI will seek legal advice also Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

November 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 8, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her billing concernsWe appreciate the opportunity to respond to this matterT-Mobile records indicate that on August 5, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Shandset for use on mobile number ending ***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 monthly installmentsPlease note that our records do not indicate that Ms [redacted] was required to remit a down payment, however she agreed to a series of monthly installments in the amount of $add to her monthly billing statementIt is important to note that should service be cancelled on an account prior to the terms of the EIP being satisfied, any remaining EIP balance will accelerate and become due in full on the final billing statementA Change of Responsibility (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 businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountUpon requesting a COR, Ms [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completedT-Mobile investigated this matter and found that the COR for Ms***’s mobile number ending in [redacted] was processed on September 15, As of that date, Ms [redacted] was no longer financially responsible for the mobile number ending in ***Our records do not indicate that the new customer accepted the transfer of the associated EIP for mobile number ending ***It is important to note that customers may request that an EIP be transferred between accounts after a COR is completed, so long as the new customers’ account is in good standing and so long as the new account holder is qualified for such financing, however the new account holder must accept the transfer of the EIPT-Mobile records confirm that Ms***’s above-referenced account was assessed $in accelerated EIP charges on a billing statement dated October 16, As the EIP was not transferred to the new account holder, it is T-Mobile’s position that the charges are valid and owedHowever, in the Un-carrier spirit, on November 11, 2016, T-Mobile elected to absolve Ms [redacted] of the remaining EIP charges and issued a one-time credit to her account in the amount of $As such, Ms***’s account balance was updated to reflect a zero balancePlease note that Ms***’s account remains closed with a zero balancePlease 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***’s 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, INCJason A [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryI wish to disagree with the details listed by T-Mobile, and amend.The November bill stated was not received by my, nor accessible online or by calling customer serviceI did pay $for cell service in November, and was told by the representative that was the entire around due on my accountI made multiple attempts in October, November, and December to pay for the device, and was told there was no additional amounts due on the accountIt was sent to collections before I ever received a billI have spent much time and money on mailing certified correspondence to finally resolve this matter almost two years later.These details are important, as they highlight issues that should be addressed if T-Mobile wishes to be considered a "better business" in the future.I sincerely hope T-Mobile has not written this incident off, and will investigate these issues for present and future customer's safety Sincerely, [redacted]

From: [redacted] Sent: Saturday, December 12, 6:AMTo: complaints Subject: Re: You have a New Message from Revdex.com Serving Alaska, Oregon & Western Washington Complaint # [redacted] Sorry I did not reply in time, I am satisfied with the response from the company Thanks ***

[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 me Sincerely, [redacted]

January 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 15, 2017, regarding the above-referenced accountWe regret any concerns Mr [redacted] has regarding his T-Mobile billingOn November 23, 2016, Mr [redacted] activated T-Mobile service for five lines and elected to subscribe to the T-Mobile ONE $monthly rate planIn addition, mobile number ending in ***, ***, and [redacted] subscribed to T-Mobile ONE $add-a-line feature for a total monthly recurring charge of $plus taxes and feesPlease note that we have no record that Mr [redacted] had also activated an account online prior to visiting the retail locationPlease note that Mr [redacted] ’s account was enrolled in AutoPay on November 23, 2016, which 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 AutoPayIt should be noted that the amount reflected above is inclusive of the $per line discount for enrolling in AutoPayT-Mobile records confirm on November 24, 2016, a billing statement was sent with the amount due of $which consisted of monthly recurring charges taxes and fees for services rendered November 24, 2016, to December 23, Our records confirm payment was not remitted resulting in the balance carrying forwardOn December 24, 2016, a T-Mobile billing statement was sent with the amount due of $468.32, which consisted of the past due balance of $and monthly recurring charges of $245.41due to AutoPay being canceled and losing the $per line discountThereafter, our records reflect that on January 14, 2017, Mr [redacted] contacted our Loyalty department regarding his T-Mobile account and stated he did not want to keep the account activatedIn addition, Mr [redacted] requested the account be canceled effective immediately, which was completedIn order to amicably resolve Mr [redacted] ’s concerns T-Mobile has agreed to apply a one-time credit in the amount of $bringing Mr [redacted] ’s account to a zero balanceBased 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, INCChristopher P [redacted] Executive Response

August 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 July 25, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the balance on the account and the payment arrangement that was set up with her account. Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. Additionally, if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third party collection agency. T-Mobile records confirm that Ms. [redacted] ’s billing cycle ran from the 3rd of the month to the 2nd of the following month, with payment due on the 23rd. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers 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. A review of the account confirms that Ms. [redacted] ’s payment that was due on June 23, 2017 was not received on time. T-Mobile provided Ms. [redacted] with text and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. 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 Ms. [redacted] made a payment arrangement on July 1, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records indicate that on July 1, 2017, a payment arrangement was made with Ms. [redacted] with regard to her outstanding balance of $307.44. Please note that our records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $62.00 on July 8, 2017, and $245.44 on July 22, 2017. Ms. [redacted] ’s billing statement dated July 3, 2017, reflected a total balance owed in the amount of $549.96. This balance consisted of a past due balance of $307.44, current charges for services from July 3, 2017 through August 2, 2017, and a $20.00 plus tax restore from suspension fee per line. Please be advised that our records confirm that on July 8, 2017, Ms. [redacted] remitted a payment in the amount of $62.00 reducing the balance owed down to $487.96. On July 19, 2017, Ms. [redacted] contacted T-Mobile to dispute agreed upon payment arrangement and to inform that she was unable to make the agreed upon payment. As such, T-Mobile canceled the future dated payment that was agreed upon by Ms. [redacted] . It is important to note that once the customer agrees to a payment arrangement, the payment arrangement cannot be changed. As no payment was received the agreed upon date, on July 24, 2017, T-Mobile suspended the account’s ability to place outbound calls. When Ms. [redacted] made a payment in the amount of $169.00 on July 25, 2017, the balance was reduced to $318.96 and the account was then reactivated. The account was assessed a $20.00 restore from suspension fee per line of service. It is important to note that as Ms. [redacted] has already been billed for her current billing cycle, restore fees were scheduled to appear on Ms. [redacted] ’s next billing statement due on August 23, 2017. Please be advised that customers are eligible to have one set of restore fees waived for the lifetime of the account. T-Mobile records reflect that Ms. [redacted] has had restore fees waived on January 9, 2017, as such it is T-Mobile’s position that Ms. [redacted] has been billed accordingly. T-Mobile records indicate that on July 27, 2017, Ms. [redacted] made a payment arrangement via the T-Mobile website with regard to her outstanding balance of $318.96. T-Mobile records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $100.00 on July 28, 2017, and $218.96 on August 11, 2017. Please note that our records confirm that Ms. [redacted] remitted a payment in the amount of $100.00 on July 29, 2017, reducing the account balance down to $218.96. Upon speaking with Ms. [redacted] on July 30, 2017, in an effort to amicably resolve Ms. [redacted] ’s concerns, T-Mobile offered to apply a $100.00 credit to her account to reduce her current balance down to $118.96. Additionally, T-Mobile has offered to waive the restore fees that are scheduled to appear on Ms. [redacted] ’s next billing statement. Please be advised that Ms. [redacted] has accepter our offer. 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Juan B [redacted] Executive Response