T-Mobile USA

April 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 13, 2016, regarding the above-referenced accountT-Mobile regrets any misunderstanding Ms [redacted] may have experienced with the email addressT-Mobile has contacted Ms [redacted] via email at [redacted] @yahoo.comOn April 22, 2016, Ms [redacted] responded to my email contact, indicating that she has opted to stop pursuing this matter and elected to withdraw her complaint with your officeT-Mobile regrets any inconvenience Ms [redacted] may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSacny AExecutive Response

August 3, FILED 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 July 21, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets any concerns Ms [redacted] experienced regarding her account balanceT-Mobile has reviewed the account and confirmed that mobile number ending in and were transferred to another service provider on April 14, It is important to note that the mobile number ending in remained active on the accountT-Mobile records indicate that T-Mobile first received a request to cancel the remaining line of service ending in on Ms [redacted] ’ account on June 19, 2017, when Ms [redacted] contacted T-Mobile On June 6, 2017, a billing statement generated in the amount of $25.33, which included service charges from May 5, through June 4, and Equipment Installment Plan charges, and was due by June 25, On June 19, 2017, T-Mobile applied an account credit in the amount of $for the last monthly service charges for the mobile number ending in 9142, bringing the account balance to $Please be advice a payment was not rendered on the due date which brought the account to a past due balance of $ On July 6, 2017, a final billing statement generated in the amount of $35.66, which consisted of the past due balance of $and current charges of $for final Equipment Installment Plan charges and a late fee, and was due by July 25, It is T-Mobile’s position the balance is valid and owed Nevertheless, on August 2, 2017, in an effort to amicably resolve this matter, T-Mobile credited Ms [redacted] ’ account in the amount of $Ms [redacted] ’ account remains closed with a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCarolina F [redacted] Executive Response

September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: Mr** [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account We are pleased to inform your office that we have resolved Mr***’s concerns 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***’s contact with our Customer Care Please be advised that from September 9, through September 25, 2017, T-Mobile offered new and existing postpaid customs the opportunity to trade in their fully paid off Apple iPhone handset to obtain a free Apple iPhone handset for free through promotional bill credits when the new handset was purchased on the Equipment Installment Plan (“EIP”) offering T-Mobile records indicate that on September 14, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone Plus Rose Gold 32GB handset and an Apple iPhone Plus Black 32GB handsetAccordingly, Mr [redacted] was not asked to make a down payment and agreed to a series of monthly installments in the amount of $for each handset Upon review of Mr***’s trade in history, on October 18, 2016, T-Mobile records indicate that we have received one Apple iPhone Plus Gold 16GB handsetRegrettably, the handset was found with physical damage upon arrival to our warehouse and as such, the tracredit was deniedAdditionally, the second Apple iPhone Plus handset Mr [redacted] has referred to in the letter to your office has not been received and as such the trade in credit was not provided Nevertheless, on September 19, 2017, in an effort to resolve this matter, T-Mobile has agreed to issue a one-time courtesy credit in the amount of $for two Apple iPhone Plus handsets to equal a total credit in the amount of $It is important to note that Mr [redacted] had a partial balance of $owed for monthly access charges and equipment charges for services renderedThe account now reflects a credit balance of $that will be used to impact future billing statements for services renderedMr [redacted] has accepted this offer as a resolutionWe sincerely regret any inconvenience Mr [redacted] has experienced regarding 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 attention Should you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Jhayd G [redacted] Executive Response

September 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [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 a letter dated August 24, 2017, from Ms [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 Ms [redacted] as an authorized user of the accountT-Mobile is pleased to note that we have resolved Ms [redacted] ’s concern to her satisfaction T-Mobile records indicate that on July 5, 2017, Ms [redacted] contacted T-Mobile Customer Care to set up a payment arrangement for the past due balance of $to be paid on July 19, The arrangement terms were agreed to and the arrangement was set to auto draft on her credit cardOn July 11, 2017, due to an inadvertent error, T-Mobile attempted to draft a payment for the full account balance of $from a checking account that had never been used on Mr [redacted] ’s account beforeOn July 15, and on July 18, 2017, our payment system again attempted to remit payment for the full balance due at that timePlease note than none of the three payment attempts were successful due to insufficient funds resulting in returned payment fees of $per attempt On July 20, Ms [redacted] contacted Customer Care to inquire as to why the payment did not process off of her credit card on her agreed upon arranged payment date of July 19, 2017, and to remit the payment of $manuallyPlease note, Ms [redacted] was advised to remove the checking account payment method from the T-Mobile account during this process, which she has stated she completedThe manual payment, however, incurred a $payment processing fee as it was not able to be done through our self-service option where there is no fee On August 1, 2017, Ms [redacted] contacted Customer Care to again set up a payment arrangement, this time in two parts of $due on August 10, 2017, and $due on August 19, Regrettably, on August 10, 2017, T-Mobile again attempted to process payments on the incorrect checking accountOur records indicate the removal of the payment method from Ms [redacted] ’s account on that day, and again she processed a manual paymentOn August 19, 2017, T-Mobile again attempted to process the payment on the incorrect checking account, and again it resulted in returned payment fees of $per attemptIn addition, due to the returned payments, Ms [redacted] was blocked from the ability to process future payment arrangements through our self-service options On August 24, 2017, Ms [redacted] completed the payment arrangement by processing a manual payment of $through Customer Care at which time she was charged another $payment processing feeT-Mobile regrets any inconvenience this matter may have caused Ms [redacted] In an effort to resolve Ms [redacted] ’s concern T-Mobile has taken the appropriate steps to ensure the removal of the incorrect checking account from Mr [redacted] ’s accountIn addition, we have remitted a request to have the self-service options returned to herWhile we are attempting to restore her permissions, T-Mobile has placed a suspension hold on Mr [redacted] ’s account for days to allow the ability to process payments as needed without incurring additional feesAdditionally, T-Mobile applied a credit to the account balance for the fees incurred due to this situation and for the inconvenience in the amount of $207.00, reducing the total balance to $721.44, of which $is considered past dueMs [redacted] accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan C [redacted] Executive Response

Revdex.com: I am happy that the issue was resolved 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]

July 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that this matter may have caused Ms [redacted] and appreciates the opportunity to respond to her concernsJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costT-Mobile records indicate on October 17, 2016, Ms [redacted] purchased a Samsung Galaxy S32GB utilizing JODAdditionally, on April 16, 2017, Ms [redacted] tradher Samsung Galaxy SGB and “jumped” to a new Samsung Galaxy S T-Mobile records to not reflect receipt of the Samsung Galaxy S32GB to our warehouseHowever, in order to resolve this matter amicably on July 8, 2017, T-Mobile closed the JOD for the Samsung Galaxy S32GB and also applied a one-time credit of $which includes the two monthly payments remitted toward the closed JODMs [redacted] ’s account currently reflects a zero 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 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding the above-referenced account she activated for her sonPlease be advised T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud T-Mobile records indicate that on August 20, 2014, the account was activated and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $per month for one line of serviceMs [redacted] ’s line ending in [redacted] subscribed to our unlimited data for $per monthUpon activation, Ms [redacted] purchased a Samsung Galaxy Avant device on T-Mobile’s Equipment Installment Plan (“EIP”)It is important to note that T-Mobile records do not indicate Ms [redacted] purchased an LG device upon activation and regret any confusion on this matter Our records confirm on March 11, 2015, a Samsung Galaxy Note device and Samsung accessories were purchased on EIP in a T-Mobile retail locationAt the time of purchase, proper verification procedures were followedIt is therefore T-Mobile’s position that the upgrades are valid Regrettably, on October 22, 2015, Ms [redacted] ’s account was cancelled for non-paymentMs [redacted] ’s final monthly billing statement was in the amount of $and consisted of monthly access charges, EIP charges and fees and taxes for the billing period from August 21, 2015, through October 22, 2015, and the final balance for the Samsung Avant device, the Samsung Galaxy Note device, and the Samsung accessoriesOn December 5, 2015, T-Mobile received a payment in the amount of $bringing the balance to $Please note this is the last payment T-Mobile received On January 16, 2016, the account was referred to the third-party collection agency, Diversified Consultants IncPlease note that when an account is transferred to a third party collection agency a fee may be assessed and is typically based on the past due balance at the time of transferA collection fee in the amount of $billed to the account bringing the balance to $ Please be advised that T-Mobile’s Customer Relations team responded in writing on February 11, 2016, to Ms [redacted] ’s concerns regarding the T-Mobile accountIn that correspondence, T-Mobile outlined the collection activity and referred Ms [redacted] to contact Diversified Consultants IncT-Mobile regrets if Ms [redacted] did not receive this correspondence After unsuccessful attempts to collect on the debt, on July 20, 2016, the account was referred to the third-party collection agency, Credence Resource Management, LLCMs [redacted] can contact Credence Resource Management LLC., directly by dialing 855-880- It is important to note that should Ms [redacted] decide to file a police report naming the individual who purchased equipment, T-Mobile will reopen its investigation of this matterOtherwise it is T-Mobile’s position that this is a domestic issue and all charges are validT-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 Jennifer G [redacted] Executive Response

March 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Ms [redacted] ***, and that she has designated Mr [redacted] as an authorized user of the account T-Mobile regrets any inconvenience that Mr [redacted] experienced in regards to his T-Mobile handset order and appreciates the opportunity to respond to his concernsT-Mobile records indicate that on March 19, 2017, Mr [redacted] qualified for and took advantage of our Jump On Demand (“JOD”) offering with the purchase of an LG VhandsetPlease be advised that customers are required to accept the payments via an electronic signature sent to their e-mail address JOD is a payment option that allows eligible customers to purchase handsets by making a capital cost reduction at the time of purchase and agreeing to pay the remaining balance in monthly payments and one final purchase option pricePlease note that customers enrolled in JOD are provided the ability to upgrade to a new device up to three times per month periodRegrettably, once an order is place the shipping method is unable to be modifiedPlease note that customers are not able to Jump! from a JOD lease option to an Equipment Installment Plan (“EIP”) loan option As Mr [redacted] indicated in his letter to your office on March 20, 2017, T-Mobile’s Executive Response team contacted Mr [redacted] via his mobile number and offered to overnight an LG Vto his address of recordUpon receipt Mr [redacted] would ship the initial LG Vback to our office via a trackable shipperAs the order was placed after 6:PM MST the order was processed the next business day and was received on March 22, In an effort to provide our customers with an exciting new handset at an amazing price, on March 21, 2017, all new and existing customers were able to purchase the LG Vhandset for only $during our Flash Sale! This incredible deal is still available; however, it is only available with our EIP and not under JODPlease note that EIP is a financing 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 installments On March 22, 2017, Mr [redacted] contacted our Executive Response Team and requested that he be given the sale price of the LG Vhandset under his existing JOD order rather than beginning a new order on EIPRegrettably, due to the financing terms being different on JOD than on EIP T-Mobile advised Mr [redacted] to return the initial order and the LG Vsent from our office and that we could order him a new LG Von EIP which he declined In an effort to resolve Mr***’s concerns on March 22, 2017, T-Mobile offered to allow him to purchase the LG Von EIP in a retail location and to send his original Samsung Galaxy Note that is financed under JOD to our office at the below address until April 28, Upon receiving the devices T-Mobile will credit the remaining amount owed on the JOD, in the amount of $ T-Mobile USA Inc Attn: Shannon R [redacted] Menaul Blvd NE Albuquerque NM We ask that Mr [redacted] please include the device, charger and his account information within the box to ensure that he receives the proper credit upon the return of the devicePlease be advised if the full kit is not returned such as the charger a $restocking fee will be deducted from the credit offered aboveAdditionally, if our final examination of the tablets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr [redacted] and the JOD balance will then be considered valid and owed Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care and retail locationT-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 Shannon R [redacted] Executive Response

June 27, 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 June 19, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] s experienced regarding a non-return feeT-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] was having issues with her serviceAs Ms [redacted] ’s can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day T-Mobile records confirm that Ms [redacted] was provided with a Signal Booster in an attempt to improve her coverage at homePlease 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 account As Ms [redacted] mentioned in her letter to your office, the device was not returned to T-Mobile after the cancellation of the accountAccordingly, Ms [redacted] was assessed a non-return fee of $on her billing statement dated June 8, It is T-Mobile’s position that the fee is valid and owed In an effort to amicably resolve Ms [redacted] s concerns, on June 18, 2017, T-Mobile waived the above mentioned non-return feeAccordingly, Ms [redacted] ’s account reflects a zero dollar balance and the account remains cancelled 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 Lauren L [redacted] Executive Response

March 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: Nicholas [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced account T-Mobile regrets any promotional concerns Mr [redacted] may haveT-Mobile records indicate Mr [redacted] was enrolled in our Simple Choice Family Match with 6GB of LTE per line rate plan for $for two lines, and $per additional line of serviceAdditionally, T-Mobile records indicate Mr [redacted] activated an additional line of service for mobile number ending [redacted] on November 22, 2016, for $per monthAdditionally, Mr [redacted] activated a Mobile Internet line of service for number ending in [redacted] on with our Simple Choice Mobile Internet 6GB plan for $per monthPlease note that Mr [redacted] was eligible for a $per month credit towards the new Mobile Internet line of service with an active voice line of service on the same account From November 18, through February 22, 2016, T-Mobile was running our Friends & Family promotion where customers that activated up to two new lines of service, for a total of at least four lines, would receive two of the lines at no cost after monthly promotional creditsAs Mr [redacted] ’s new lines of service were activated within the promotional time frame and was enrolled to a qualifying rate plan, his account was eligible for the offerDue to an inadvertent error, Mr [redacted] ’s account was not enrolled in the promotional offer After review of Mr [redacted] ’s account on March 1, 2017, his account was enrolled in the promotional offer, and is scheduled to receive the promotional credits moving forwardAdditionally, Mr [redacted] will be issued an adjustment retroactively for the billed charges for the additional voice line of service, as well as the Mobile Internet line of service from the date of activationT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

August 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 17, regarding the above-referenced account Please be advised that [redacted] is an authorized user on [redacted] ’s account T-Mobile records indicate that on July 29, 2016, Mrs [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Jhandset and a Samsung Onhandset EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments Based on Mr [redacted] ’s personal credit history at the time of Mrs [redacted] ’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price Mrs [redacted] then agreed to a series of monthly installments in the amount of $ It is important to note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage Upon review of Mrs [redacted] ’s account, T-Mobile applied a credit to the in the amount of $on August 18, for the taxes paid for the Samsung Jhandset and a Samsung Onhandset on July 29, Additionally, T-Mobile applied a credit in the amount of $off one of Mrs [redacted] ’s iPhone 6S Plus 16GB handset EIP Furthermore, T-Mobile sent a replacement Apple iPhone 6S Plus 16GB handset to Mrs [redacted] Upon receipt of the handset, T-Mobile asks that she return her non-working handset directly to my attention within days of the date of this letter at: T-Mobile USA, Inc Attention: Christopher R [redacted] Menaul BlvdNE Albuquerque, NM Mrs [redacted] has accepted this as resolution to her concernsT-Mobile regrets any inconvenience to Mrs [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 Christopher R [redacted] Executive Response

September 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 14, 2017, regarding the above-referenced account T-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedAlthough the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without noticeT-Mobile has verified the address on Ms [redacted] ’s account and based on the coverage map, confirms that her account address is in moderate coverage area with no known issues It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streetsPlease note that this information is critical to our ability to evaluate and troubleshoot service and coverage issuesOnce aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustmentsIt is important to note that we have no record of Ms [redacted] contacting us with concerns regarding her coverage prior to July 14, 2017, which was the date that she was offered a coverage solution for her home and educated about the moderate coverage in the area As of July 22, 2017, Ms [redacted] ported her mobile numbers ending in and from T-Mobile to another service providerHowever, the mobile number ending in remained active with T-MobileAs of August 10, 2017, the mobile number ending in was cancelledT-Mobile records show that Ms [redacted] was informed she would be responsible for the remaining $to pay off her device; however as a courtesy we would apply an adjustment for the final billing statementMs [redacted] remitted payment totaling $for the cost of the deviceT-Mobile applied adjustments for the final billing statement in the amount of $179.72, which brought the account to a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Lauren L [redacted] Executive Response

March 30, 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 22, 2017, regarding the above-referenced account T-Mobile regrets Ms***’s concerns regarding her equipment chargesAs indicated in our response to your office dated March 22, 2017, it is T-Mobile’s position Ms [redacted] does not qualify for the promotional offer for Equipment Installment Plan (EIP) bill credits and therefore her monthly EIP installments for the LG Kare being billed correctly Nevertheless, in an effort to amicably resolve Ms***’s concerns T-Mobile offers to allow Ms [redacted] to return her LG Khandset directly to my attention within days of the date of this letter at: Executive Response Attention: Kimo C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the handset, T-Mobile will waive the remaining EIP balance in fullT-Mobile recommends that Ms [redacted] return the handset via a traceable carrier and request a tracking number when shipping Furthermore, as Ms [redacted] has indicated she no longer wants to keep the above-referenced account active, on March 29, T-Mobile has cancelled the account and remaining active linesAs a gesture of goodwill, T-Mobile will waive and credit Ms***’s final account balance once her final bill is produced to be dated April 28, to return her account to a zero balanceT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Kimo C [redacted] Executive Response

June 17, 2015FILED 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 correspondencedated June 10, 2015, regarding the above-referenced account In hercorrespondence with your office Ms [redacted] states she has not received arefund T-Mobile records indicate on May27, a refund check was approved in the amount of $ Ms [redacted] was advised the refund wouldarrive within seven to ten daysPlease be advised T-Mobile refundsare typically sent in the form of a prepaid Citibank card As Ms [redacted] requested a paper check theprocess for sending the refund unfortunately took longer than usual T-Mobile has confirmed the refund check inthe amount of $was approved and mailed on June 15, T-Mobile contacted Ms [redacted] on June 15,and advised the refund should arrive within seven to ten days T-Mobile regrets any inconvenience this mayhave caused Ms [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INC [redacted] ***Executive Response

Complaint: [redacted] I am rejecting this response because: My bill doe the Cycle of December 16th to January 18th was $287.80, I got a credit of $for one of the device so my bill was $277.80, I made a payment of $which left me with a balance of $due on January 18th, I switch on January 16th with a balance of $and when I tried to login to my account afterwards it wouldn't let meI received a bill for month January 18th to February 19th for $which brought my account to a balance of $So they're trying to convince me that its okay for them to charge me that $yet they cannot come clean to a reason why, I spoke with different person and each had a different reason for the charge which obviously were all excuses, some said my account was switched on the 18th not the 16th, some said they were activations fees, some said pro-rated feesI was advised to end my service by the end of my cycle, if I had canceled after January 18th, I would have agreed woth the extra $On my bill the $break down into three parts $for the number which I canceled on January 16th with an EIp of $0, $for the number which service I canceles on january 8th and paid all balance as well with EIP of $and $for the accoint and a credot of $When I asked why I was charged $for the number 9775, this is how my last bill was break down on the atatwment they sent, but all different people I talked to had a different explanation and when one wasn't sure why they transfered me to another personI do not want a $credit, I want all $off credit then my balance will be $plus the $collection fee, with a total of $I'm willing to pay only the amount of $216.50, not more Sincerely, [redacted]

September 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 16, 2015, regarding the above-referenced account T-Mobile regrets that [redacted] has any concerns with the amount of her monthly billing statements and the late fee Please be advised that our Customer Care Representatives are available to our customers from 3:00a.mPT to 10:00p.mPT daily and our automated account help system is available hours per day seven days per week Our automated system will help a customer to make a payment arrangement without the requirement of speaking with a Customer Care Representative; provided that the account is eligible for a payment arrangement [redacted] ’s billing cycle runs from the 24th of each month through the 23rd of the following month and the bill is due each month on the 16th Pursuant to our Terms and Conditions of service, which are available at www.T-Mobile.com, late fees may be charged when a bill is not paid by the due date Please be advised that when a customer makes a payment arrangement to pay a bill after the due date, they are securing the account from service interruption and reconnection fees of $per line of service if they meet the payment arrangement; although a late fee may still be assessed Our records show that the billing statement in the amount of $that was due on July 16, was not received by the due date T-Mobile records show that we received a payment in the amount of $on July 28, toward the balance that was due on July 16, and the remaining balance of $was received on August 4, Accordingly, a $late fee was assessed to [redacted] ’s billing statement dated August 23, for the bill that was due by July 16, In addition, the billing statement in the amount of $that was due by August 16, was not received by the due date T-Mobile received a payment in the amount of $on August 29, toward the balance that was due on August 16, and a payment for the remaining balance in the amount of $was received on September 7, Please be advised [redacted] will have a $late fee charged to the billing statement that will be dated September 23, for the bill that was due on August 16, We show that the bill that was due on September 16, was paid on September 15, and we appreciate [redacted] ’s payment T-Mobile appreciates [redacted] ’s business and as a courtesy, on September 23, 2015, a credit in the amount of $credit was issued to the account for the $late fee that was charged to the August 23, billing statement and for the upcoming $late fee that will be charged to your September 23, billing statement With the credit that was applied to [redacted] ’s account today, the account reflects a $credit balance, which will appear on her billing statement dated September 23, [redacted] subscribes to our Simple Choice Value Unlimited Talk, Text and Data (with up to 1GB of high speed data) rate plan for $per month and our Simple Choice 5GB Data & Hotspot feature for $per month At this time, [redacted] has one handset that is being paid off with our Equipment Installment Plan (EIP) for $per month and she has two remaining installments for the LG Optimus Lhandset We show that [redacted] subscribes to the optional TeleNav services for $per month, which is provided by a third party service provider With the monthly access charges, EIP, and optional third party TeleNav services, [redacted] ’s monthly billing statement is $per month before any additional usage charges, fees, taxes and surcharges T-Mobile reviewed [redacted] ’s account and confirmed that she is being billed in accordance to her selected rate plan and services If [redacted] would like to make any changes to the account, she may contact Customer Care at [redacted] or she may update her services from her online account at www.T-Mobile.com Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, as a matter of record for this compliant and education for Tmobile and other consumers I note the following I agree with Tmobile that a balance was owed, however as explained to Tmobile when a customer depends on the information provided by their i.e Tmobile customer service reps and that information is incorrect, there is an issueNot only with the information being inaccurate but also the customer service reps being difficult and unwilling to work with a customer who in good faith acknowledged that there was an issue with the balance and to come to a responsible solution With all this said, the customer service rep who reached out to me to resolve the balance was professional and went above and beyond to resolve the issue at hand In the end this issue has been resolved and Tmobile stepped up and handled it Sincerely, [redacted] ***

August 1, 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 July 26, 2016, regarding the above-referenced accountT-Mobile records confirm that Mr [redacted] has designated Mr [redacted] as an authorized user of his accountT-Mobile is delighted to have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile regrets any concerns that Mr [redacted] has experienced regarding his recent equipment returnOur records confirm that on July 23, 2016, Mr [redacted] visited a T-Mobile retail location and purchased an LG G Pad X tablet on an Equipment Installment Plan (“EIP”)As of the time of Mr [redacted] ’s purchase of new equipment, T-Mobile provided 14- days return period which allowed [redacted] to use the service and equipment to see if it meets 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 purchasePlease note that a restocking fee may be assessed to any returned equipment, due to the fact that T-Mobile is unable to resell previously owned equipment as a “new.” We regret if Mr [redacted] was not properly advised of the policy surrounding restocking feesAs a courtesy to Mr [redacted] , T-Mobile issued a credit in the amount of $to Mr [redacted] ’s account, bringing the account to a revised balance of $Mr [redacted] accepted this offer as full 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, INCKayla J [redacted] Executive Response

June 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2016, regarding the above-referenced file numberPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulPlease be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he providedThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 1-800-937-Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCZachary S [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me that is IF I did recieve the via email that T-Mobile claimed to submit to me I have not recieved any emails or statements from T-Mobiel And what there part of the email missing that I called NUMBEROUS times to get a statement from T-Mobile which I never got I am not trying to get OUT of paying a bill Thanks for the curtosey of crediting some of the Collection dues even when I should have not been turned over in the first place The total amount collection dues should have been removed., But if I have to pay a little more to get this resolved then I guess as a single parent of two will do that I will never use T-Mobile ever ever agian AND I will make sure that I will let people know T-Mobile is not where you want to do business with All I want is this to be resolved and T-Mobile out of my hair PLEASE TMobile send me that statment Sincerely, [redacted]