T-Mobile USA

July 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 30, 2016, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr [redacted] ’s satisfactionT-Mobile sincerely regrets any inconvenience Mr [redacted] has experiencedPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent call with Financial CareT-Mobile thanks Mr [redacted] for his feedback regarding his experienceT-Mobile regrets any inconvenience Mr [redacted] has experienced regarding T-Mobile’s Carrier Freedom ProgramUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)T-Mobile records confirm that Mr [redacted] activated a post-paid Simple Choice plan on May 3, 2016, at which time he traded in two devices and received a $tracredit per line of service which was applied to his accountPlease note that T-Mobile received Mr [redacted] ’s Carrier Freedom submission on June 10, 2016, and it was approved on June 27, Mr [redacted] was approved for $for the mobile number ending in and $for the mobile number ending in [redacted] regretfully, the mobile number ending in was declined for reimbursement as T-Mobile did not receive a trafor that line of service at that time of activationT-Mobile regrets any inconvenience this may have causedNevertheless, in an effort to amicably resolve this matter, on June 30, 2016, T-Mobile refunded Mr [redacted] $which represents the Carrier Freedom amount he was deniedMr [redacted] will receive the refund in the form of a prepaid debit card mailed to the billing address on fileUpon speaking with Mr [redacted] he accepted this as 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, INCZachary S [redacted] Executive Response

April 12, 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 5, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountWe are pleased to report that we have resolved this matter to Ms***’s satisfaction T-Mobile regrets any concerns Ms [redacted] experienced regarding her efforts to clarify her account informationPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our retail location In an effort to amicably resolve the matter and upon speaking to Ms***, on April 7, 2017, T-Mobile offered to send a letter to Ms***’s billing address on T-Mobile letterhead advising of the account open date, the account holder of record, and Authorized UsersPursuant to our conversation, Ms [redacted] confirmed the matter is resolved and she has no further concernsT-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 Jamen F [redacted] Executive Response

December 19, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 9, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we have contacted Mr [redacted] and resolved the matter to his satisfactionT-Mobile records confirm that on August 15, 2015, Mr [redacted] entered into a JUMP! On Demand (“JOD") lease for a Samsung Galaxy Shandset wherein he agreed to make monthly lease payments in the amount of $plus taxAt the end of the 18-month leasing period Mr [redacted] was expected to either return the device, or to pay the purchase price option in order to fully own the deviceIt is important to note that JOD leases are not able to be transferred from one account to anotherThis is because unless the account holder exercises the purchase option; ultimate ownership interest in the equipment resides with T-Mobile, not with the account holderA Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new accountT-Mobile investigated this matter and found that the COR for Mr [redacted] ’s mobile number ending in [redacted] was processed on October 24, As of that date, Mr [redacted] was no longer financially responsible for any monthly recurring service charges associated with the mobile number ending in ***However, in keeping with the guidelines of the JOD lease program, monthly installments for the above-referenced JOD lease continued to appear on Mr [redacted] ’s monthly billing statementIt is T-Mobile’s position that Mr [redacted] ’s continuing financial responsibility for this lease was handled appropriatelyNevertheless, on December 13, 2016, in an effort to amicably resolve the matter and upon speaking to Mr [redacted] , T-Mobile agreed to close the remaining balance of Mr [redacted] ’s JOD lease and purchase price option for the mobile number ending in ***Additionally, at that time T-Mobile applied a credit in the amount of $toward Mr [redacted] ’s account for the JOD lease charges from the billing statements dated October 27, 2016, and November 27, This credit returns Mr [redacted] ’s account balance to $as valid and owedWith these actions, Mr [redacted] confirmed the matter is resolved to his satisfaction and that he has no further concernsWe regret 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, INCBrandon M [redacted] Executive Response

May 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 23, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Mr***’s satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr [redacted] activated his service on February 17, and attempted to take advantage of our Tax Time Switcher Offer promotionAs can be expected, there are several eligibility requirements for each of the above promotionRegretfully, T-Mobile records confirm that on March 23, 2017, Mr [redacted] was denied due to ineligible rate plan as No Credit Check accounts do not qualifyT-Mobile regrets any misunderstanding that may have occurred As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited Mr***’s account in the amount of $leaving his account with a credit balance of $Mr [redacted] has agreed to and accepted our offer Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

Subject: Re: Revdex.com COMPLAINT # [redacted] Good evening and thank you My complaint is hat Tmobile is trying to charge me months of service after I canceled my service and paid my final billI should not have an balance at all with Tmobile They have never reached out to me making me aware of any balanceI feel they are being fraudulent with fake chargesNot to mention had I had a true balance with them I would not have been able to get service with Verizon which I have been with now for two yearsI was a great customer to Tmobile and I feel they are being dishonest and unethicalThe next step after filing through you all, and if they do not remove this balance from my credit report I will contacting my family lawyer and taking this to social mediaMy frustration is not with you all of course but TmobileWhen I contacted Tmobile about my balanceThey said they had no info on me at all to contact the collection agency which I did and hat was supposed to call me (per them) yesterday 2/1/with their response in which again did not happenThank youIf anyone needs to contact me directly by phone my number is [redacted] Thank you Sent from my iPhone

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , I have spoke with Juan B [redacted] on 10/26/2016 and he has stated the same as in the response, the only difference is we did not discuss the size of the storage on the phone. So I have contacted TMobile and requested the size of both Note 5's be 64GB on 10/27/2016. I do understand also that when Juan B [redacted] contacted me on 10/26/2016 and stated the phones will be $200 a piece at $8 a month, and they are now on 10/31/2016 going to be free. I do accept the free phones. I only ask that they be 64GB. I greatly appreciate your assistance with this. I also contacted Tmobile today 10/31/2016 and they stated that the phones (Note 5's) are back ordered and I have to wait 20 days before the devices are recieved, Juan can you please verify this? As you do know the Note 7 is a safety concern. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because; I have not received the aforementioned debit card. And based on my history of being told by four different people including managers and supervisors at T Mobile that the refund had in fact already been sent, I'm going to wait until I receive it before closing this. Sincerely, [redacted] ***

April 27, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted] was not satisfied with our previous correspondence to your office. As outlined in our previous correspondence, on August 11, 2015, Mr. [redacted] leased two Apple iPhone 6 Plus devices. Mr. [redacted] sent the two Apple iPhone 6 Plus devices to Apple for repair and Apple indicated he must provide proof of purchase in order for the devices to be returned to him. Upon speaking with Mr. [redacted] April 25, 2017, he indicated he is in the process of unlocking the two Apple iPhone 6 Plus devices he sent for repair as a way to confirm with Apple proof of ownership. However, upon further speaking with Mr. [redacted] April 26, 2017, he indicated Apple cannot send the devices back as they would require proof of purchase documentation. T-Mobile advised Mr. [redacted] that we can assist with upgrading his phone lines, but we respectfully decline any discounts on new device purchases. T-Mobile extended our offer of two replacement Apple iPhone 6 Plus devices sent from our office which Mr. [redacted] accepted as resolution. T-Mobile will send the devices to Mr. [redacted] unlocked as he requested. 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Jennifer G [redacted] Executive Response

June 15, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile... USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2017, regarding the above-referenced account. Please note that T-Mobile has attempted to reach Ms. [redacted] via the phone number she provided each day from June 6, 2017, through June 9, 2017, which has proven unsuccessful. In a further effort to reach Ms. [redacted] , on June 7, 2017, T-Mobile reached out to her via the e-mail address provided in her correspondence to your office, and as we have not received a response from any of our attempts, we will make every effort to address her concerns within this letter. T-Mobile appreciates being given the opportunity to review and address Ms. [redacted] ’ concerns. We have confirmed that the above referenced account was activated on April 9, 2016, when Ms. [redacted] converted her account from prepaid to postpaid. Ms. [redacted] is signed up on our Simple Choice North America Unlimited Talk Text and Data for $50.00 per month. T-Mobile records indicate that Ms. [redacted] previously had Lifeline service with T-Mobile in June 2014. At that time Ms. [redacted] performed a Lifeline benefits transfer and moved her Lifeline benefits away from T-Mobile to another Lifeline provider. Government regulations over Lifeline dictate that when a customer starts Lifeline with one company there is a period of time, called a port freeze, in which they are not allowed to transfer their Lifeline benefits to another provider. This information is determined by a check of the government run National Lifeline Accountability Database (“NLAD”). On October 13, 2016, Ms. [redacted] contacted T-Mobile inquiring about enrolling in Lifeline with T-Mobile. A check of NLAD found that she was in a port freeze period that would be in place until November 12, 2016. We contacted Ms. [redacted] advised of these findings and sent her the forms with which to move forward with getting Lifeline through T-Mobile after the port freeze period had been completed. Regrettably, we did not receive a response from Ms. [redacted] with the provided forms to perform the benefits transfer. On April 19, 2017,Ms. [redacted] inquired about her Lifeline options a second time and our review found that since our last contact the NLAD findings had changed and she was now under a new port freeze until December 3, 2017 as she had started service with a new provider in early December 2016. Until that date we are prevented from performing a benefits transfer that would allow her to enroll in Lifeline with T-Mobile. If Ms. [redacted] feels that this information is incorrect she will need to contact the Universal Service Administrative Company (USAC) at 888-641-8722, or she may reach them via e-mail at [email protected] to see if the NLAD information can be changed. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Felicia P [redacted] Executive Response

Complaint: [redacted] Hello, I have yet to receive a credit on my account for complaint # [redacted] Should I file another complaint? Thank you [redacted]

October 31, 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 25, regarding the above-referenced account T-Mobile regrets that Mr [redacted] has concerns about his recent handset order T-Mobile records reflect that on September 30, Mr [redacted] ordered two iPhone Plus handsets in silver As you can imagine, due to high demand, many of the new iPhone handsets are backordered We estimate that Mr***’s devices will be available for shipment between November 1, and November 30, based on anticipated inventory to be received from Apple Regretfully, until inventory becomes available, we are unable to ship Mr***’s handsets However, as a gesture of goodwill, on October 31, T-Mobile issued a credit to Mr***’s account for $to reimburse him for the shipping costs associated with his handset order The account currently has a balance of $ 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 contacts with us regarding the anticipated delivery date of his handset order 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 David T [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 Of course you cannot reach me, my tmobile phone ONLY RINGS WHEN I AM NEAR FREE WIFI! Sincerely, [redacted]

September 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that on December 20, 2013, Mr [redacted] activated service with mobile number ending in Further records confirm that Mr [redacted] was subscribed to our now grandfathered Simple Choice plan for $for unlimited Talk, Text and Web before taxes and applicable feesPlease be advised that this account was a Special-Dealer account and received a 75% monthly discount T-Mobile records confirm that Mr [redacted] canceled his account on July 30, 2017, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 24th of one month to the 23rd of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through August 23, Mr [redacted] ’s final billing statement was from July 24, 2017, through August 23, 2017, in the amount of $due September 16, Our records reflect that on September 14, 2017, Mr [redacted] remitted payment in the amount of $leaving the account with a zero balance To amicably resolve this matter, on September 19, 2017, T-Mobile agreed to refund Mr [redacted] $Please be advised that the account remains closed with a zero balanceMr [redacted] has accepted this offer and has been advised to allow up to three business days to be deposited back into his financial institute Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: As a loyal customer for over years now, the options that were presented to me are not sufficeMaggie with T-Mobile, offered a reconditioned Jor an SMy main concern is if I were to receive either reconditioned phone, there's a possibility of the phone malfunctioning and I would be back at square one once againThe Jis worth $brand new and I paid well over $when I purchased my Sand the Sis not even an option if I were to go into a T-Mobile location to purchase another deviceThe only other option was to buy another another phone with monthly payments, but what's the purpose of having insurance if I have to keep purchasing new devices when I start to run into issues with my deviceI feel I am settling and being taken advantage of and I don't see how this is fairThis issue is not resolved and by the looks of it I am being forced to find another carrier who will appreciate my business Sincerely, [redacted] ***

January 16, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 6, 2017, regarding the above-referenced accountWe are pleased to inform you that T-Mobile has addressed Mr [redacted] ’s concerns to his satisfactionWe regret any continued concerns to Mr [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address themOur Friends and Family Lines On Us promotion from November 18, 2016, to November 22, 2016, provided eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for freeCustomers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the accountOur records have confirmed Mr [redacted] has two active T-Mobile accountsOn November 22, 2016, Mr [redacted] activated two new lines of service with mobile number ending in [redacted] and [redacted] under account number [redacted] As such, both new lines of service will be eligible to receive the monthly credits of $each to cover the monthly cost under our Friends and Family Lines On Us offerOn Mr [redacted] ’s account number [redacted] , we confirmed that on November 22, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activatedThe Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr [redacted] ’s existing Simple Choice Family voice planAs such, Mr [redacted] was also eligible for our Friends and Family Lines On Us promotion for the additional lines of serviceHowever, the eligible bill credit for a Mobile Internet line can be up to a maximum of $which would not cover the entire cost of Mr [redacted] ’s Mobile Internet line serviceIn order to resolve Mr [redacted] ’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotionIt is important to note, Mr [redacted] ’s accounts have met the qualifications for our Friends and Family Lines On Us promotion and will receive the monthly credits as stipulated in the offerHowever, the monthly credits take two billing cycles to begin impacting Mr [redacted] ’s accountsIn Mr [redacted] case, his billing cycle on both accounts runs from 2nd of the month and close on the first of the following monthAs the new line activations took place on November 22, 2016, which was during the billing cycle from November 2, 2016, to December 1, 2016, the promotional monthly credits will not appear until after Mr [redacted] ’s billing cycle closes on February 1, Nonetheless, T-Mobile will follow up on both of Mr [redacted] ’s accounts after his February bill cycle closes to ensure the promised credits are appliedIn our previous response to Mr [redacted] ’s concerns, we also pointed out the qualifications for our Fall LG Smartphone OfferThe Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for either our new T-Mobile ONE or already had a qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) would receive a discount on the device via monthly bill creditsAlso, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly creditsT-Mobile records indicate on November 29, 2016, Mr [redacted] took advantage of our EIP program and purchased an LG G Stylo Plus handset and an LG G Pad X tabletMr [redacted] remitted payments of $toward the LG G Stylo Plus device and $toward the LG G Pad X tablet as down paymentsAfter further review, it is T-Mobile’s position that Mr [redacted] ’s ineligibility for our LG G Pad On Us promotion was not related to his rate plan, but because offers could not be combinedWe regret any confusion our promotional offers have causedOur records confirm T-Mobile is in receipt of Mr [redacted] ’s devices and on January 5, 2017, T-Mobile closed the EIP balances associated with the devices returned and will process a refund of $for the LG G Pad X and $for the LG G Stylo Plus device within ten business daysHowever, Mr [redacted] felt he could have kept the LG G Stylo Plus device as he was receiving the promotional monthly creditsIn an effort to resolve Mr [redacted] ’s concerns regarding this matter, on January 12, 2017, T-Mobile provided Mr [redacted] with a new LG G Stylo Plus device at no additional costAdditionally, in an effort to resolve Mr [redacted] ’s concerns regarding our Fall LG Smartphone Offer T-Mobile applied the following credits: $credit for prorated charges on the line of service ending in 2266; a credit of $for monthly EIP associated to the LG G Pad tablet as well as $for the monthly EIP for the LG G Stylo device; and two $credits for a total of $as courtesy for the lines of service ending in [redacted] and Please note these credits posted to Mr [redacted] ’s account number [redacted] For Mr [redacted] ’s account number [redacted] , on December 19, 2016, T-Mobile applied two $credits for a total of $for the lines of service ending in [redacted] and [redacted] to cover the cost of their respective monthly charges as a courtesyMr [redacted] accepted the credits and the free device as resolution to his concernsMr [redacted] ’s account number [redacted] remains active with a revised balance of $and account number [redacted] remains active with a revised balance of $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, INCSal O [redacted] Executive Response

September 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] *** Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms*** via email and on her T-Mobile mobile number, which have proven unsuccessful As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any multiple concerns Ms*** is experiencing while she is a T-Mobile customer Please be assured that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms*** may have encountered with her recent contact with our Customer Care T-Mobile appreciates the feedback Ms*** provided as it allows us to take the necessary steps to improve future customer experiences In regards to Ms***’s coverage, our goal is to provide our customers with the best experience possible Unfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors that may interfere with actual service, quality, and availability Our records indicate that T-Mobile has attempted to troubleshoot with Ms [redacted] several times when she has contacted us with concerns regarding her coverage, however; Ms [redacted] has declined to perform any troubleshooting with our Customer Care team 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 streets Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments In attempting to resolve Ms***’s concerns, we began by verifying her address as compared to our coverage map We were able to confirm that her Jacksonville, FL address is in 4G LTE coverage area Most recently on August 10, 2017, we found that T-Mobile filed a Trouble Ticket number [redacted] in Ms***’s area for connectivity issues and our T-Mobile Engineering team found issues with the hardware Our Engineering team worked diligently on this issue and it was resolved on August 18, 2017, where we confirmed connectivity was re-established In addition, our records indicate that T-Mobile has scheduled modernization for several tower site locations for our L1900, which is our 4G LTE service Unfortunately this may result in continued coverage issues until the modernization efforts are completed Customers may view tower inquiry information and request status updates on our ever expanding network coverage on www.t-mobile.com/coverage While we do regret any issues, we have carefully reviewed Ms***’s account and we found that her mobile number ending in [redacted] is subscribed to our unlimited 4G LTE data included in her T-Mobile ONE rate plan for $per month and receives an Autopay discount of $ Also, Ms [redacted] is subscribed to our T-Mobile ONE Plus feature at no additional charge providing her with gigabytes (GB) of 4G LTE Smartphone Mobile Hotspot As of September 5, 2017, Ms*** has used a total of GB of data and GB of Smartphone Mobile Hotspot data Ms***’s mobile internet mobile number ending in is subscribed to our T-Mobile ONE Tablet rate plan for $per month and receives an Autopay discount of $along with a discount of $for having an active voice line on the accountThis rate plan provides Ms [redacted] with unlimited 4G LTE device data and unlimited 3G Smartphone Mobile Hotspot Ms*** is also subscribed to our One Plus Promo feature at no additional charge, which provides her with 10GB of 4G LTE Smartphone Mobile Hotspot As of September 5, 2017, Ms [redacted] mobile internet mobile number ending in has used GB of her unlimited 4G LTE data Ms [redacted] also has used GB of 4G LTE Smartphone Mobile Hotspot It is important to note that once the GB threshold is reached on her 10GB of 4G LTE Smartphone Mobile Hotspot threshold, services continue at a reduced rate until the start of the next billing cycleMs***’s speeds for her Smartphone Mobile Hotspot have been reduced As of May 15, 2015, Ms [redacted] has been enrolled into Autopay, where she pays her T-Mobile account automatically every month from her selected financial institution It is important to note that Ms***’s Autopay will automatically deduct the payment approximately two days before the bill due date and applies them to the account as a payment Our records confirm that Ms***’s billing cycle runs from the 3rd to the 2nd of every month with her billing due date on the 23rd On July 24, 2017, Ms*** requested a bill cycle change and it was changed to close on the 7th of every month and the new billing cycle will run from the 8th to the 7th with her bill due date on 28th, which means the payment would be deducted by 26th It is T-Mobile’s understanding that Ms [redacted] would like to change her cycle to pay on the 2nd of every month and she would need her due date to be on the 4th of every month Our records further indicate that on August 23, a payment in the amount of $was paid to Ms***’s account for her monthly services On August 26, 2017, a payment in the amount of $was paid to Ms***’s account for her monthly services As mentioned above, Ms*** requested a billing cycle change The change in bill cycle resulted in a pro-rated bill for the portion of the old cycle and then almost immediately, a new bill for the next full month of service on the new billing cycle We do regret any misunderstanding about the billing cycles and charges for each Lastly, our T-Mobile Executive office was able to log into Ms***’s MyT-Mobile.com We would like the opportunity to help Ms*** with her online service by troubleshooting or she may contact our Technical care by dialing from her handset Ms [redacted] may also contact me or our Customer Care team in regards to the changing of her bill cycle In regards to Ms***’s calls to Customer Care, all calls are routed to the nearest representative Ms*** may also visit her nearest T-Mobile store In an effort to amicably resolve this matter, on August 9, 2017, T-Mobile applied a courtesy credit of $to her account On August 9, 2017, T-Mobile offered Ms [redacted] the new T-Mobile ONE Plus rate plan which is for our senior citizens to help her save money and she declined Ms [redacted] may contact me at the number provided below to further troubleshoot if she is still having coverage concerns or any technical issues T-Mobile will need at least three examples of dropped calls or examples of not being able to make calls so that we can provide this information to our Engineering team for review In addition, Ms [redacted] may provide me with a copy of her financial institution statement for any disputed late fees and or check return fees due to AutoPay with T-Mobile to my attention at [redacted] @T-Mobile.com by September 25, for further review As of September 5, 2017, Ms***’s account remains active with a zero balance T-Mobile regrets any inconvenience to Ms [redacted] 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ligia M [redacted] Executive Response

April 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 April 3, 2017, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’ satisfaction T-Mobile records confirm that Ms [redacted] canceled her account on February 28, 2017, when she ported her mobile numbers to another service providerMs [redacted] billing cycle ran from the 27th of one month to the 26th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through March 26, As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the entirety of charges incurred from February 27, 2017, through March 26, Ms***’ account will remain closed with a zero balanceUpon speaking with Ms [redacted] she accepted this as full 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 Zachary S [redacted] Executive Response

March 28, 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 dated March 15, 2018, regarding the above-referenced account Please be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets to hear of Mr [redacted] ’s concerns and we welcome the opportunity to respond Upon careful review, T-Mobile did not identify an issue with Mr [redacted] ’s Online ID associated with his mobile number ending in nor do our records reflect that he has contacted us regarding this issue Please note that after multiple unsuccessful attempts to log in to the website, a customer can become locked out and their password must be reset in order to log in however, T-Mobile records do not reflect that Mr [redacted] has been locked out of his online account either As such, we recommend that Mr [redacted] complete a password change He may do so by completing the following steps:• From My T-Mobile homepage, click ‘Forgot password?’.• Enter the email or phone number, then your ZIP code.• Click ‘Continue’.• Choose to receive the temporary email through Email, Text message, or Security questions.• On My T-Mobile, enter the temporary password.• Click ‘Continue’ (passwords are case-sensitive).• Enter a new password, then re-enter the same password.• Click ‘Save Password’ (Save button remains gray until password requirements are met).If Mr [redacted] continues to experience issues with his online account he should contact our Customer Care team at 800-937- We regret any inconvenience to Mr [redacted] .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 contacts with our Customer Care team.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-ext888-3744.Very truly yours,T-MOBILE USA, INC.Felicia P [redacted] Executive Response

December 4, 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 25, 2016, regarding the above-referenced accountT-Mobile’s goal is to provide exceptional service for all of our customersWe sincerely regret any inconvenience Ms [redacted] has experienced regarding her final billing statement and regret losing her as a customerT-Mobile records indicate that on August 10, 2014, Ms [redacted] activated the above referenced account and subscribed to T-Mobile’s Simple Choice Value Family Unlimited Talk, Text and Data four lines rate plan for $per month plus tax with mobile numbers ending in ***, ***, [redacted] and ***T-Mobile has reviewed the account and we found that on April 14, 2015, a Change of Responsibility (“COR”) was completed whereby Ms [redacted] authorized [redacted] Roofing Russell [redacted] to take the mobile number ending in [redacted] and its associated Equipment Installment Plan (“EIP”) from the above account to a separate, newly activated accountNext, our records reflect that the mobile number ending in [redacted] was transferred to another service provider on February 28, The arrangement to transfer the line of service was made directly with Ms [redacted] ’s new wireless service provider and not with T-MobileAt this time, the account was left active with the remaining mobile numbers ending in [redacted] and ***; as such, the account continued to generate billing statements for the remaining lines of serviceOur records further reflect that on May 23, 2016, the account was suspended for non-paymentFollowing, on June 18, 2016, the account was ultimately cancelled for non-paymentOur records confirm that Ms [redacted] ’s final billing statement dated July 11, 2016, had a balance of $which consisted of monthly recurring charges, applicable taxes and fees billed from March 11, 2016, to May 23, It is important to mention that T-Mobile provided Ms [redacted] multiple notices that her account was in a past due statusThese notices were provided in the monthly invoice, through text messages, calls from our Financial Care team requesting payment and also letters and/or emailsPlease be advised that as payment was not remitted for the final balance of $on August 8, 2016, the account was assigned to Diversified Consultants Inc., a third party collection agency, for the collection of the outstanding balanceAs a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, on December 1, 2016, T-Mobile issued a credit of $for the balance in full, leaving the account closed with a zero balanceAdditionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeBased 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, INCAika A [redacted] Executive Response

April 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: *** [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 20, regarding the above-referenced account We regret to hear that Mr [redacted] has chosen to leave T-Mobile and that he has concerns with his final billing statement T-Mobile records indicate that on March 12, 2016, Mr [redacted] cancelled his service with T-Mobile when he ported his mobile numbers to another carrier Please note that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementT-Mobile records further indicate that Mr [redacted] agreed to an EIP for the mobile numbers ending in ***, [redacted] and [redacted] on September 15, with the purchase of three Samsung Galaxy S5s As such, when the account was canceled the remaining EIP balance of $per device totaling $was accelerated and posted to the final billing statement dated April 10, Additionally, this billing statement included monthly service charges through the date of cancellation totaling $making the total balance due $ However, in an effort to amicably resolve the matter, on April 22, 2015, T-Mobile credited the final service charges to the account as a gesture of goodwill The account remains closed with a balance due of $ Furthermore, in speaking with Mr [redacted] he indicated that he was anticipating reimbursement from his new carrier to cover the remaining balance due and based upon their expected timeframe, his T-Mobile account would become delinquent awaiting the reimbursement, thus as an additional courtesy to Mr [redacted] we have placed a hold on the account until June 15, to avoid collection activity We regret any inconvenience Mr [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 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 David T [redacted] Executive Response