T-Mobile USA

April 4, 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 25, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letter T-Mobile regrets any concerns that Ms [redacted] experienced regarding her account or our previous responses to her correspondenceAs indicated in our previous correspondence, our records confirm that Ms [redacted] activated her account on December 11, Ms [redacted] had five active lines of voice service and four lines of mobile internet service until January 19, On January 19, 2017, Ms [redacted] cancelled her line of service ending in [redacted] when she ported the number to another providerOn January 23, 2017, Ms [redacted] cancelled her lines of service ending in [redacted] and [redacted] when she ported them to another providerHowever, our records confirm that Ms [redacted] did not port her remaining lines of voice service or mobile internet serviceAs such, the account remained active, and Ms [redacted] continued to incur monthly access charges and applicable taxes, until March 19, 2017, when Ms [redacted] account was cancelled at her requestUpon review of the usage on each of Ms***’ lines of service through cancellation, our records confirm that the lines remained in use until March 19, As such, it is T-Mobile’s position that the charges billed for monthly access charges and taxes are valid and owed As indicated in our previous responses, the balance owed on Ms***’ account at the time of her cancellation was $2,for several months of past-due monthly access charges, late payment fees, handset Equipment Installment Plan (“EIP”) installments, and applicable taxesIt remains T-Mobile’s position that the balance owed on Ms***’ account is valid and owedPlease note that Ms***’ final billing statement will be available at the end of the billing cycle, after April 8, As Ms [redacted] had active EIPs on her account at the time of cancellation, the remaining balance for each will be assessed to her final billing statement along with her monthly access charges, as previously indicated in our response to your office In an effort to amicably resolve Ms***’ concerns, T-Mobile offers to allow her to send her handsets that were purchased on an EIP to our office in good working order, and upon receipt and inspection of the handsets, T-Mobile will issue a credit to her account for any charges associated with each handsetMs [redacted] will be responsible for all remaining charges for monthly access charges, late payment fees, and applicable taxesMs [redacted] can return the handsets to the following address: T-Mobile USA, Inc Attn: Chris P***, ERT Menaul Blvd NE Albuquerque, NM T-Mobile recommends that Ms [redacted] send the devices via a reputable shipping carrier that will provide a tracking number for her records, as we are not responsible for equipment being returned to usPlease note that Ms [redacted] must have the equipment post marked for return no later than April 30, Should Ms [redacted] fail to meet this date, the offer will be considered void, and all charges will be considered validT-Mobile regrets any inconvenience Ms [redacted] may have experienced Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris P [redacted] Executive Response

May 26, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 May 20, 2015, regarding the above-referenced account T-Mobile is please to advise that Ms [redacted] ’ concerns have been resolved to her satisfaction T-Mobile record confirm that on March 16, the mobile numbers ending in [redacted] were moved from Ms [redacted] ’ account to another T-Mobile account after completion of a Change of Responsibility (COR) 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 requesting a COR, Ms [redacted] was advised that she would be responsible for locating the new customer which she did 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 completed In addition, upon completing the COR, Ms [redacted] was advised that she was to receive a refund for a credit balance on the above-referenced account totaling $ Please be advised that due to an inadvertent error, the refund was delayed in processing In an effort to amicably resolve Ms [redacted] ’ concerns, T-Mobile has sent Ms [redacted] a paper check refund in the amount of $to the address Ms [redacted] provided in her correspondence to your office Ms [redacted] should expect to receive the refund in the next seven to ten business days T-Mobile regrets any inconvenience caused to Ms [redacted] and any delays in receiving the refund 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] ***Executive Response

June 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has encountered regarding the returned equipment and billing on her accountOur records confirm that as of May 16, 2017, Ms [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and 4GB’s of Data, promotional rate plan, which for $per month, provides the first two lines with unlimited talk, text andGBs of data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per month At the time of Ms [redacted] ’s purchase of a new handset for use on the mobile numbers ending in and 2786, T-Mobile provided a day return period which allowed Ms [redacted] to use the equipment to see if it met her needs T-Mobile records indicate that the order was never accepted by Ms [redacted] and was returned to the senderBased on this, upon speaking with Ms [redacted] on June 8, 2017, T-Mobile closed the Equipment Installment Plan in full for the Samsung Galaxy Sdevices that were active on the accountAdditionally, T-Mobile issued a $credit for prior monthly bill charges that were assessed to the account for the equipmentThe account credit resulted in a credit balance of $Lastly, T-Mobile provided Ms [redacted] a refund to the original payment method in the amount of $Please allow one to three business days for the funds to appear in the requested bank 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 Abigail ***-R [redacted] Executive Response

Tell us why hereFebruary 19, 2018FILED 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 February 6, 2018, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have encountered with this handset We have investigated this matter and our records confirm that Mr [redacted] activated his T-Mobile account with two lines of service on September 22, On that day, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8+ handset for $800.00, plus taxes Mr [redacted] was required to remit a down payment in the amount of $80.00, plus taxes and agreed to monthly installments of $ Please note, when Mr [redacted] purchased his Samsung Galaxy S8+ handset, he also subscribed to our JUMP! feature Our JUMP! feature provides customers handset insurance on lost, theft and damage, an extended warranty, Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that handset It is important to note that Mr [redacted] has a remaining EIP balance of $on his Samsung Galaxy S8+ handset Pursuant to our JUMP!feature guidelines, Mr [redacted] can utilize his upgrade at any time however, remitting a payment of $was required to meet one-half of the original retail price of his purchased handset to qualify for a credit of the remaining EIP balance On February 6, 2018, in an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile assisted in ordering a warranty replacement handset and subscribing Mr [redacted] ’s mobile number ending in to our grandfathered JUMP! insurance feature The grandfathered JUMP! feature provides customers all the coverage offered in our JUMP! handset insurance feature; however, Mr [redacted] will also receive the benefit of tradihis current handset for full credit of the remaining EIP balance regardless of the existing balance at the time, not requiring that he meet one-half of the original retail price before his upgrade Mr [redacted] now has the ability to upgrade to a new device up to two times per month period beginning six months after enrollment As a gesture of goodwill, T-Mobile has made Mr [redacted] ’s mobile number ending in eligible for a JUMP! upgrade based upon his account activation date, September 22, As such, Mr [redacted] will be eligible to utilize his first JUMP! upgrade on March 22, 2018, and a payment of $to meet one-half of the original retail price will not be required.On February 8, 2018, T-Mobile spoke with Mr [redacted] in regards to his handset and concern On that day, we advised that our engineer recommended that new SIM card be utilized with his device Therefore, a new Sim Card was ordered and sent for testing Mr [redacted] confirmed he is aware March 22, 2018, is the soonest date for an upgrade and stated he accepted the grandfathered JUMP! feature as an acceptable resolution Should Mr [redacted] need further assistance with his handset, he may reach out to me at the number below We appreciate Mr [redacted] ’s feedback and the opportunity to address his concerns 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 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Vanessa Q [redacted] Executive Response

April 17, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced accountPlease note that [redacted] and [redacted] * [redacted] are one and the same T-Mobile regrets any concerns to Mr [redacted] regarding the Mobile Device Unlock (“MDU”) request for his iPhone 6s Plus with International Mobile Equipment Identifier (“IMEI”) number [redacted] and we appreciate the opportunity to review and address his concerns MDU unlocks are available to customers who meet our eligibility requirementsOn April 3, 2017, we received a request for a MDU for above mentioned handsetHowever, upon review, the handset was not eligible for a Mobile Device Unlock as it reflected as non-T-Mobile equipment and we have no record of this device being originally purchased through T-Mobile Nonetheless, in an effort to amicably resolve this matter, on April 13, 2017, T-Mobile requested that Mr [redacted] provide proof of purchase for the iPhone 6s Plus with IMEI number [redacted] to be sent to my attention via email at [redacted] @T-Mobile.com or via facsimile at 505-998-Upon receipt of the proof of purchase, T-Mobile will review the information received and if the handset is confirmed to have been purchased from T-Mobile, we may request that Mr [redacted] return his iPhone Plus device to T-MobileIn exchange, T-Mobile will send Mr [redacted] a like-new iPhone Plus 64GB to his mailing address 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 Aika A [redacted] Executive Response

October 14, 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 6, 2016, from [redacted] regarding the above-referenced account We are pleased to report that we have resolved this matter to Mr***’s satisfaction Please note that from July 22, through August 31, 2016, customers who signed up for select Simple Choice and Family Match rate plans could qualify for a free Samsung On5, LG K7, Samsung J7, or LG Kon us, after monthly promotional bill credits Our records confirm that on July 21, and July 22, 2016, Mr [redacted] purchased a total of two Samsung Jdevices on our Equipment Installment Plan (EIP)At the time of sale Mr [redacted] was not required to remit a down payment but agreed to a series of monthly installments of $on each device After reviewing our records, we confirm that Mr [redacted] does not qualify for the free Samsung Joffer as he is not on an eligible rate plan Nevertheless, on October 14, 2016, T-Mobile contacted Mr [redacted] and although he does not qualify for a free device based on his current promotional rate plan, as a courtesy and in an effort to resolve this matter amicably, we did offer to credit the cost of one of the Samsung Jdevices in full totaling $In addition, T-Mobile allowed Mr [redacted] to stay on his deeply discounted promotional rate planMr [redacted] accepted this offer as full resolution to his concerns and considers this matter resolved to his satisfaction Mr***’s account currently remains active with a credit balance of $which will be applied to his subsequent billing statement 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 Marcos C [redacted] Executive Response

October 23, 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 October 16, 2015, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letterT-Mobile regrets any inconvenience that Ms [redacted] may have experienced regarding her billing and we appreciate the opportunity to provide the necessary detailsT-Mobile records confirm that Ms***’s last remitted payment was received on July 4, 2015, in the amount of $49.25, which satisfied the balance from statement dated July 13, 2015, which was due on August 6, Please be advised that Ms [redacted] has continued to receive monthly recurring costs for billing statements dated August 13, 2015, September 13, 2015, and from August 13, 2015; however, no payments have been made to T-MobilePursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipPlease be advised that as payment was not received timely, on October 1, 2015, T-Mobile suspended the account’s ability to place outbound callsAs Ms [redacted] stopped being billed as a result of the suspension, she received a credit in the amount of $17.25, bringing the total balance owed to $T-Mobile respectfully declines Ms***’s request for additional adjustments as there was usage up until the date of suspension due to nonpaymentWe would hate to lose Ms [redacted] as a customer however, should she wish to cancel her service, she will need to either contact the Customer Care department by dialing from her handset or she may contact me at the number provided below to process her request and submit a payment for the balance on the accountBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRuben A [redacted] Executive Response

March 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 a letter dated March 27, 2016, from [redacted] 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 is pleased to report that Mr***’s concerns have been resolved to his satisfactionT-Mobile regrets any inconvenience Mr [redacted] experienced in regards to his handset returnT-Mobile records indicate that on March 13, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy SEdge handsets with 32GB of memory, one in Blank Onyx and one in Silver TitaniumAt the time of Mr***’s purchase, he was required to make a down payment of $per handset and he agreed to pay $109.20, which is for the taxes on the full retail price of both handsets, for a total of $Mr [redacted] then agreed to a series of monthly installments in the amount of $per month per handsetUnfortunately, without a United States Postal Service tracking number, T-Mobile is unable to trace the package Mr [redacted] returned utilizing their servicesHowever, in an effort to amicably resolve the matter, T-Mobile has blocked the International Mobile Equipment Identifiers (“IMEIs”)A phone is blocked by adding its unique serial number or IMEI to a global database and within hours, the devices will be blocked from use on T-Mobile’s and most other wireless carriers’ networksAdditionally, T-Mobile has processed Mr***’s handsets as returned within the 14-day return period, closing the EIP, and therefore, issuing a credit of $to the credit card Mr [redacted] utilized to make his purchaseMr [redacted] may expect receipt of his refund within days from the date of processingMr [redacted] has accepted 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

July 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] - [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 June 29, 2017, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , we have confirmed that [redacted] and [redacted] - [redacted] are the same personWe are pleased to report that we have resolved this matter to Ms [redacted] -***’s satisfaction T-Mobile regrets any inconvenience Ms [redacted] - [redacted] has experienced regarding the closure of her Apple iPhone device’s Equipment Installment Plan T-Mobile records confirm that Ms [redacted] - [redacted] has returned the Apple iPhone device to our office as previously requested On July 3, 2017, T-Mobile closed the EIP for the Apple iPhone device and adjusted the previously billed EIP charges for the equipment T-Mobile contacted Ms [redacted] - [redacted] in effort to amicably resolve this matter, and advised that the EIP has been closed and adjusted in full As an additional courtesy T-Mobile adjusted the current charges due in the amount of $218.01, following this adjustment the account currently reflects a zero dollar balance Pursuant to the subsequent phone conversation Ms [redacted] - [redacted] advised this matter is resolved T-Mobile regrets any inconvenience to Ms [redacted] -*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 Jamen F [redacted] Executive Response

Tell us why here June 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 June 13, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Ms [redacted] at the number and email provided, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letter T-Mobile regrets any billing concerns Ms [redacted] has experiencedT-Mobile records indicate on December 31, 2010, Ms [redacted] activated four lines of services and selected our Even More promotional rate plan for $for two lines, and $per additional line or service, as well as an unlimited messaging family messaging feature for $At that time, Ms [redacted] agreed to maintain service for months, and agreed to an Early Termination Fee ("ETF") of up to $per line, should she choose to cancel service prior to the 24-month period It is important to note that Ms [redacted] ’s account carried a past due balance dating back to March 15, Ms [redacted] ’s billing statement dated April 15, 2011, was in the amount of $483.49, which consisted of a past due balance of $250.09, as well as new monthly recurring charges for services from March 15, 2011, through April 14, Following two payments totaling $between April 22, 2011, and May 15, 2011, Ms [redacted] account reflected a $balanceMs [redacted] ’s following billing statement dated May 15, 2011, was in the amount of $416.18, which consisted of a past due balance of $233.49, as well as new monthly recurring charges for services from April 15, 2011, through May 14, Please be advised that on May 20, 2011, T-Mobile received a payment in the amount of $towards the outstanding balanceRegretfully, this payment was returned unpaid by Ms [redacted] ’s financial institution, and a second payment of $was made with case in a T-Mobile retail locationPursuant to T-Mobile policy, customers may be charged a fee of up to $should a payment be returned by their financial institution Resulting from payments in the amounts of $on June 3, 2011, and $on June 13, 2011, Ms [redacted] ’s account reflected a $balanceMs [redacted] billing statement dated June 15, 2011, was in the amount of $378.50, which consisted of a past due balance of $for services from April 15, 2011, through May 14, 2011, as well as new monthly recurring charges for services from May 15, 2011, through June 14, 2011, as well as a returned payment fee of $ Following a payment of $on July 1, 2017, and a $credit, Ms [redacted] was then sent the billing statement dated July 18, 2011, in the amount of $488.02, which consisted of a past due balance of $182.37, new monthly recurring charges for services from June 15, 2011, through July 14, 2011, as well as four restore from suspend fees of $each plus applicable taxes Please be advised that additional payments totaling $were made to the account, Ms [redacted] ’s account reflected a balance of $Ms [redacted] ’s following billing statement dated August 15, 2011, was in the amount of $500.73, which consisted of a past due balance of $305.02, as well as monthly recurring charges for services from July 15, 2011, through August 14, Regretfully, on August 26, 2011, Ms [redacted] cancelled her mobile number ending ***, when she ported it to another service providerAs this was prior to the month term completion, Ms [redacted] was charged an ETF of $Please note that at this time, T-Mobile did not receive a request to cancel the remaining two lines of service, and continued to bill accordingly As payment was yet to be received by T-Mobile toward the past due balance, the account was suspended for non-payment on September 12, Ms [redacted] ’s billing statement dated September 15, 2011, was in the amount of $911.02, which consisted of a past due balance of $500.73, monthly recurring charges for services from August 15, through September 4, 2011, as well as a $ETF for mobile number ending *** Ms [redacted] ’s billing statement dated October 15, 2011, was in the amount of $917.43, which consisted of a past due balance of $911.02, as well as a late fee of $Please note that as T-Mobile was yet to receive a payment toward the outstanding balance, the account remained suspended Regretfully, Ms [redacted] ’s account was cancelled on October 23, 2011, for non-paymentAt that time, Ms [redacted] was charged an ETF for each of the remaining three lines of serviceAccordingly, Ms [redacted] ’s billing statement dated November 15, 2011, was in the amount of $1,648.73, which consisted of the past due balance of $917.43, as well as the three ETFs of $each, plus applicable taxes On November 26, 2011, T-Mobile received two payments in the amounts of $and $Regretfully these payments were also returned unpaid by Ms [redacted] ’s financial institutionAs referenced above, a fee of up to $may be charged if a payment is returnedTherefore, Ms [redacted] ’s billing statement dated December 15, 2011, was in the amount of $1,678.73, which consisted of a past due balance of $1,647.73, as well as one returned payment fee of $It is T-Mobile’s position that Ms [redacted] ’s balance in the amount of $1,is valid and owed Since the account remained unpaid, on January 1, 2012, Ms [redacted] ’s account was referred to a third-party collection agency for the collection of the past due balanceAs stated in our Terms and Conditions, accounts that are referred to a third-party collection agency may be charged a one-time collection feeThe amount of a collection fee is determined by the amount of the past due balanceAccordingly, a one-time collection fee in the amount of $was assessed to Ms [redacted] ’s account, for an updated balance in the amount of $2, Please note that on August 26, 2015, and September 1, 2015, Ms [redacted] was issued a credit of $for third-party purchases made to the account previously, and $credit was also issued for the associated collection feeAs of the date of this letter, Ms [redacted] ’s account resides with Enhanced Resource Centers, with a balance of $2,088.43, and can be contacted at 800-501- [redacted] to remit payment toward the outstanding balanceT-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 [redacted] Executive Response

June 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced accountT-Mobile appreciates being given the opportunity to review and address Mr***’ concerns T-Mobile records indicate the above mentioned account was activated March 16, 2017, with two lines of service, one voice line and one data lineWe have confirmed that Mr [redacted] was enrolled in the T-Mobile ONE taxes included rate plan at the time of activation for $each line of service as voice lines and data lines require their own rate planEach data line combined with a voice line qualifies for a monthly discount of $Additionally, T-Mobile offers an AutoPay discount of $off per line of service, which would bring Mr***’ monthly recurring charges to $per monthPlease be advised however we show no record of Mr [redacted] being enrolled in our AutoPay program to receive this monthly discount T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement listThis Discount Program was referred to as the T-Mobile Advantage ProgramThis is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collectiveCustomers were required to recertify their employment on an annual basis to maintain their monthly discountAs of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $Reward Card for each new device or tablet that is purchasedThe $one-time credit offer is available with the grandfathered Advantage Program based on the individual discount offeredT-Mobile has confirmed that Mr [redacted] did qualify and was enrolled in the Advantage program Our records indicate that the account was canceled on May 20, 2017, due to non-paymentThe account reflected a balance of $at this timeUpon speaking with Mr [redacted] and in an effort to amicably resolve his concerns, on June 12, 2017, T-Mobile agreed to apply a $courtesy credit toward the balance for the equivalent of a $discount on each one of the bill statements produced while the account was activeMr [redacted] was satisfied with this resolutionT-Mobile regrets any confusion Mr [redacted] experienced due to this matter 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

March 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 March 15, regarding the above-referenced account We regret any inconvenience to Ms [redacted] regarding her concerns with her account balances and we appreciate the opportunity to address those concernsT-Mobile records indicate Ms [redacted] currently has five active lines of service and is enrolled in our Simple Choice Family Match Unlimited Talk, Text and 6GB of Data rate plan at $per month for the first two lines and $per month for each additional line of service for a total of $plus applicable taxes and fees Ms [redacted] also has the optional Unlimited Data features priced at $per month each for the mobile numbers ending in ***, [redacted] and ***Additionally, the mobile numbers ending in [redacted] and [redacted] have the optional JUMP! features priced at $per month eachAlong with the rate plan and additional features, Ms [redacted] ’s monthly recurring charges are $plus applicable taxes and fees Furthermore, Ms [redacted] also took advantage of our Equipment Installment Plan (“EIP”) for several devices and accessories which are billed as follows: • LG Khandset: $per month • LG Leon handset: $per month • Apple iPhone Gold 16GB handset: $per month each • Samsung Galaxy S Edge Black handset: $per month • Samsung Galaxy S Edge Black handset: $per month • iPhone Plus Tech Impact Check Smoke case: $per month • iPhone TImpact Check Clear case: $per month each Along with Ms [redacted] ’s monthly recurring charges and he EIP charges, Ms [redacted] ’s approximate monthly charges come to $After further review, T-Mobile has determined that the reason Ms [redacted] balance have been higher than expected is due to service interruptions which lead to late fees as well as $reconnection fees per line More specifically, on January 17, Ms [redacted] ’s services were suspended for non-payment due to a returned payment of $that had originally posted on Ms [redacted] ’s account on December 29, The payment was returned to T-Mobile for insufficient funds which also generated a returned payment fee of $On January 18, T-Mobile restored Ms [redacted] ’s service after she agreed to a new payment arrangement to bring her account currentRegrettably, on January 24, Ms [redacted] ’s services were suspended again for non-payment the payment arrangement that previously restored her account was not completed as agreed We continued to work Ms [redacted] and on January 25, we restored her service upon agreeing to a new payment arrangement to pay $on February 8, and $on February 22, However, on January 26, T-Mobile received a complaint through your office with file number [redacted] regarding concerns with reconnection fees on her accountAs such, on January 30, 2017, T-Mobile applied credits totaling $to Ms [redacted] ’s account for the restore from suspension fees which were assessed to her January billing statementAs an additional courtesy, T-Mobile waived the pending restore from suspension fees which were to be assessed to Ms [redacted] ’s February billing statementThe above credit reduced Ms [redacted] ’s outstanding balance to $at the time Nonetheless, in an effort to resolve Ms [redacted] ’s concerns, on March 27, T-Mobile applied a courtesy credit of $to her account leaving a revised past due balance of $Our records confirm Ms [redacted] has an active payment arrangement to pay $on April 10, and $on April 21, and her account remains active 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 Sal O [redacted] Executive Response

July 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [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 June 27, 2017, regarding the above-referenced prepaid number T-Mobile regrets any inconvenience to Mr [redacted] regarding international roaming rates 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 contact with our retail location We understand Mr [redacted] ’s concerns regarding the charges for international roaming Though Pay in Advanced accounts automatically have international roaming permissions, the rates may vary depending on the account type We regret any inconveniences these rates may have caused Mr [redacted] In regards to Mr [redacted] ’s concerns surrounding the return of a prepaid SIM card, 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.” Nevertheless, upon speaking to Mr [redacted] on June 28, 2017, T-Mobile agreed to issue a refund in the amount of $in an effort to amicably resolve his concerns Please be advised that the refund was approved on July 2, 2017, and will take seven to ten business days to process 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Anthony M [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 meThis was years ago and as you can see on my attached document, this has gone into collectionsI appreciate T-Mobiles offer of $350.00, but this bill has collected interest, which increases the amount dueIf this was taken care of from the beginning, there would be any additional charge, therefore I feel T-Mobile should pay the total amount due Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

August 22, 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 August 10, 2017, regarding the above-referenced accountPlease be advised that the account holder of record is [redacted] Please be advised that we have confirmed that [redacted] and [redacted] are one and the same T-Mobile regrets any concerns Mr [redacted] has experienced in regards to billing and paymentsT-Mobile records indicate that Mr [redacted] activated his mobile number ending in [redacted] at a T-Mobile store location on November 28, Upon activation of the account, Mr [redacted] subscribed to the T-Mobile ONE rate plan which includes unlimited talk, text, and data at the monthly cost of $plus taxIt is important to note that customers who enroll in our automatic payment program (“AutoPay”) also receive a $discount per line of service on their monthly service chargesAs of the time of Mr***’ account activation, Mr [redacted] also purchased a new iPhone 128GB handset and phone case for use on the mobile number ending in ***When purchasing the iPhone 128GB handset and phone case, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offeringTo purchase the iPhone 128GB handset and phone case on EIP, Mr [redacted] was required to remit a down payment of $plus tax, and he agreed to the following installments in addition to his monthly service charges: • monthly installments of $for the iPhone 128GB handset; and • monthly installments of $for the phone case The total monthly costs for Mr***’ service charges, taxes, fees, and EIP were estimated at $per month Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleFor instance, a customer’s billing cycle may run from the 1st of the month through the 30thThey will receive notice of their monthly recurring service and feature charges on or around the 2nd of the month, and those charges will be due on the 22ndIf during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advanceT-Mobile records confirm that Mr***’ billing cycle began on the 29th of each month and ended on the 28th of the following monthIt is important to note that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle On June 29, 2017, T-Mobile records indicate that Mr [redacted] received his July billing statement in the amount of $107.01, consisting of his EIP and service charges from June 29, 2017, through July 28, T-Mobile records also indicate that on July 1, 2017, Mr [redacted] updated his AutoPay information on www.MyT-Mobile.comOn that same day, T-Mobile records confirm that Mr [redacted] cancelled his account when he ported his mobile number ending in [redacted] to another service providerOn July 19, 2017, T-Mobile records indicate that a payment in the amount of $was drafted from the payment method on fileAs Mr [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the payment method on fileAs Mr [redacted] cancelled his service mid-cycle, it is T-Mobile’s position that these charges are valid Nevertheless, upon communicating with Mr [redacted] on August 20, 2017, as a courtesy, T-Mobile agreed to issue Mr [redacted] a one-time refund in the amount of $Please be advised that the refund can take up to ten business days to process, and that it is being sent to the billing address of recordT-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 Anthony M [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: T-Mobile has taken of the issue already, Thank you 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 me. I am extremely pleased with how my problem was solved by the corporate office. I can only hope going forward that the customer service reps will be better trained on how to solve problems of customers. Thank you T-Mobile for making it right. I really appreciate it. Sincerely, [redacted]

November 10, 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 2, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding her recent handset purchaseOur records confirm that on October 1, 2016, Ms [redacted] processed an order for an Apple iPhone handset using our Equipment Installment Plan (“EIP”) program at a reduced promotional priceMs [redacted] was not required to remit a down payment, and she agreed to monthly installments in the amount of $Regrettably, due to inventory availability, the shipping date of the device was scheduled between December 3, 2016, and December 27, Our records confirm that Ms [redacted] attempted to place an order for a different device on November 1, 2016; however, the promotional pricing was no longer availableIn an effort to amicably resolve Ms [redacted] ’s concerns, on November 5, 2016, T-Mobile cancelled the order placed on October 1, T-Mobile placed an order for Ms [redacted] for an Apple iPhone 6S using our EIP programT-Mobile has applied a credit in the amount of $towards the cost of the device, and Ms [redacted] has agreed to monthly installments in the amount of $for the remaining balanceIn Ms [redacted] ’s correspondence, she indicated that she was billed for a CellSpot deviceOur records confirm that on December 9, 2014, Ms [redacted] contacted T-Mobile regarding coverage issuesIn an attempt to resolve Ms [redacted] ’s concerns T-Mobile issued a CellSpot Signal Booster to her, for use with the line of service ending in ***Please note that the Signal Boosters are T-Mobile owned devicesThey are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon cancelation of service, there is a non-return fee that is assessed to the accountOn September 27, 2016, Ms [redacted] cancelled her line of service ending in ***, and was required to return the T-Mobile CellSpot Signal Booster to T-Mobile within daysRegrettably, our records indicate that the device was not received within this timeframe, and on October 28, a non-return fee of $plus tax, totaling $105.93, was assessed to the accountHowever, on November 9, 2016, T-Mobile confirmed that the device was received by T-Mobile, and a credit in the amount of $was issued to the accountMs [redacted] ’s account remains active, with a balance of $Ms [redacted] may contact Customer Care at 800-937-or visit http://www.myT-Mobile.com to arrange for payment of the balance owedT-Mobile regrets any inconvenience Ms [redacted] may have experiencedPlease 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, INCChris P [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 meI need to make sure that this account is clise and its showing zero balances and nothing went to showing on my credit regarding thisSincerely, [redacted]

May 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 April 27, 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 account T-Mobile regrets any concerns Mr [redacted] has experienced regarding his participation in a T-Mobile promotional offerPlease be advised that there are several eligibility requirements which must be met in order to qualify for a T-Mobile promotional offerOn December 24, 2016, Mr [redacted] activated the account at which time he purchased an iPhone Plus handset through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $19.99, to pay the taxes on the full retail price, and agreed to 24-monthly installments in the amount of $ Please note that T-Mobile’s Magenta Port In offer cannot be combined with the Carrier Freedom offer Based on T-Mobile’s review of Mr***’s account records we confirmed that the device tracredit in the amount of $which was provided to Mr [redacted] at the time of his above-referenced device purchase was a higher amount than the qualifying cancellation expenses reflected in his final billing statement from his previous service providerAs such, Mr [redacted] is ineligible to receive further compensation through the Carrier Freedom offer Nevertheless, in an effort to amicably resolve the matter T-Mobile has offered two options of which Mr [redacted] may choose oneFirst, T-Mobile has offered to apply a one-time credit in the amount of $toward the account which is equivalent to the value of the Magenta Port In offer As an alternative option, T-Mobile is offering a 30-day period in which Mr [redacted] may return his iPhone Plus to my attention at the following address: Attn: [redacted] Upon receipt of Mr***’s equipment, in an acceptable condition, T-Mobile agrees to close the remaining balance of the iPhone Plus handset and submit a prepaid debit card in the amount of $for the previously paid installmentsT-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, charger, and his account information within the box to ensure that he receives the proper credit upon receipt of the handsetWe also ask that Mr [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and 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 letterBoth offers will expire within 30-days from the date of this correspondenceT-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