T-Mobile USA

Complaint: [redacted] I am rejecting this response because:I do not believe this response it acceptableT-Mobile responds that allocating money taken from my account without authorization to my postpaid phone account is recovery T-Mobile also believes they have extended a courtesy by crediting my account I have a store reps signature saying I would be refunded if returned, regardless of the fact that it was on a prepaid accountT-Mobile has also confirmed they did not have any record of me canceling auto pay when I spent an hour on the phone to get it cancelledThis is quite disturbingInitial response from T-Mobile was dishonest and it came from a representative of the executive officeAt this point I have lost all confidence in the integrity of this companyIt is a shame that this is how T-Mobile treats a customer of over years.That being said, thank you for crediting the money you took from me and the money owed me to my accountIt saved me the trouble of paying it directly Sincerely, [redacted]

October 21, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 12, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to her monthly recurring chargesT-Mobile records indicate that on October 19, 2011, Ms [redacted] activated a Mobile Internet line of service with the mobile number ending in ***Please note that this line is $per month for the monthly recurring charges, however, as it is bundled with Ms [redacted] ’ voice lines of service, her account receives a $monthly billing statement credit, reducing the cost of the line to zeroOn October 2, 2013, Ms [redacted] activated the voice line of service with the mobile number ending in ***On December 5, 2013, Ms [redacted] activated the voice line of service with the mobile number ending in ***On that date Ms [redacted] voice lines of services were subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan for $80.00, plus applicable taxesPlease note that this rate plan includes 1GB of data at no additional cost, which the mobile number ending in [redacted] is subscribed toMs [redacted] ’ mobile number ending in [redacted] is subscribed to the unlimited data feature for $20.00, plus applicable taxesAdditionally, both voice lines of service are subscribed to the Premium Handset Protection (“PHP”) feature for $per month, plus applicable taxesT-Mobile records indicate that on October 22, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 5s Silver handset with 16GB of memoryAt the time of purchase, Ms [redacted] was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $On October 28, 2014, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPad Air Space Gray handset with 16GB of memoryMs [redacted] was not required to make a down payment and agreed to a series of monthly installments in the amount of $Additionally, on December 10, 2014, Ms [redacted] utilized T-Mobile’s EIP offering with the purchase of an Apple iPhone Gold handset with 16GB of memoryMs [redacted] was not required to make a down payment and agreed to a series of monthly installments in the amount of $On January 9, 2014, Ms [redacted] activated an additional Mobile Internet line of service with the mobile number ending in ***This line of service is subscribed to the Simple Choice 3GB rate plan for $30.00, plus applicable taxesAs this line is bundled with Ms [redacted] ’ voice lines of service, her account receives a $monthly billing statement credit, reducing the cost of the line to $per monthTherefore, Ms [redacted] ’ monthly recurring charges are estimated to be $per monthT-Mobile regrets any confusion Ms [redacted] may have experienced in regards to these chargesWith the EIP included, Ms [redacted] ’ estimated monthly recurring charges totaled $per monthT-Mobile records confirm that on September 4, 2016, Ms [redacted] ’ account had a past due balance of $241.34, for the billing cycle charges from July 2, 2016, through August 1, On the same day the account was charged $241.34, for the billing cycle charges from August 2, 2016, through September 1, 2016, increasing the balance owed to $On September 5, 2016, a payment of $was receivedOn September 12, 2016, an additional payment of $was receivedOn September 19, 2016, an additional payment of $was also received, reducing the balance owed to $On September 20, 2016, at Ms [redacted] ’ request, the remaining EIP balances were closed and accelerated to Ms [redacted] ’ billing statement, in the amount of $130.39, dated October 4, On October 3, 2016, a payment of $was received, reducing the account to a zero balanceOn October 4, 2016, Ms [redacted] ’ account was charged $295.32, for the billing cycle charges from September 2, 2016, through October 1, In an effort to amicably resolve the matter, and as a courtesy to Ms [redacted] , on October 14, 2016, T-Mobile applied a courtesy credit of $to Ms [redacted] ’ account, reducing the balance owed to $Ms [redacted] has accepted this as a resolution to her 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

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 meSincerely, [redacted] ***- [redacted]

September 13, 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 August 31, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any inconvenience Mr [redacted] may have experienced with respect to his Carrier Freedom reimbursementPlease be assured that we 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 experience with our Customer Care In order to qualify for the Carrier Freedom reimbursement, Mr [redacted] was to trathe handset he was using with his previous carrier, and then submit his final bill from his previous carrier online at www.Switch2T-Mobile.comThe final bill was to include the final equipment charges and Early Termination Fees charged by his previous carrierT-Mobile records confirm that on April 26, 2017, Mr [redacted] submitted the above documentation, however it did not include the final equipment charges and Early Termination Fees charged by his previous carrier and as such his reimbursement was declined It is important to note that in Mr [redacted] ’s correspondence, he indicated that he was to receive a Carrier Freedom reimbursement in the amount of $538.12, however on September 5, 2017, Mr [redacted] submitted all of the documentation which included the requested information and we were able to calculate the reimbursement amount of $As result, a prepaid debit card in the amount of $was processed on the above date and will be delivered to Mr [redacted] ’s billing address within three weeks to his billing 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 Cesar R [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 Sincerely, [redacted] ***

August 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account Nos [redacted] & [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 accountsUpon receipt of this correspondence, T-Mobile contacted the number provided and reached Mr [redacted] ’s authorized user of record, Ms [redacted] ***T-Mobile is delighted to have resolved this matter to Ms***’s satisfactionT-Mobile regrets any concerns that Mr [redacted] and Ms [redacted] have experienced regarding their recent account migrationT-Mobile records confirm that Mr [redacted] recently took advantage of T-Mobile’s Smartphone Equality offering, which allows existing prepaid and Simple Choice No Credit check (“SCNC”) customers with an excellent payment history, meaning we have received at least consecutive on-time payments, to be migrated to a postpaid regular account type, without any credit checkIn addition, customers who have qualified for this offer are able to utilize T-Mobile’s Equipment Installment Plan (“EIP”) offering, and receive the best available pricing on T-Mobile handsets, including taking advantage of zero-down pricing with many handsetsT-Mobile records confirm that on July 3, 2016, Mr [redacted] moved his four mobile numbers from his existing SCNC account to a regular postpaid account, with the account number [redacted] , using T-Mobile’s Smartphone Equality offering, allowing Mr [redacted] to migrate without a credit checkIt is very important to note that when customers change account types, they will need to reset their online profiles at My.T-Mobile.com, and their billing cycle close date and due date will likely changeOur records confirm that Mr [redacted] was sent his first billing statement for his new account on June 3, 2016, in the amount of $135.93, which was due on June 23, However, on July 2, 2016, when the payment had not been received, the account was suspended for non-paymentHowever, on July 3, 2016, T-Mobile received the payment for service and the account was restored with a zero balanceWe regret if Mr [redacted] was not properly notified of his new billing due date, and although normally customers are assessed a $per line restore-from-suspend fee following a suspension, Mr [redacted] was not charged for any restore-from-suspend fees, and T-Mobile has agreed to ensure he will not be charged any fees related to the suspensionIn addition, upon speaking with Ms [redacted] regarding this matter, we were able to ensure that her and Mr [redacted] now have full access to their online T-Mobile accounts and establish the primary account holder, as well as correcting their concerns regarding the social security number appearing incorrectlyIn an effort to amicably resolve this matter, and as a gesture of goodwill to Mr [redacted] and Ms***, T-Mobile issued a credit to the active account, account number [redacted] , in the amount of $271.96, the value of two months of service, bringing the account to a revised credit balance of the same amountIn addition, T-Mobile issued a credit of $to Mr [redacted] ’s previous account, account number [redacted] , and the account is now closed with a zero balanceMs [redacted] accepted this offer as resolution in full to her and Mr [redacted] ’s 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

November 28, 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 November 20, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact [redacted] ***, however our attempts have been unsuccessfulT-Mobile regrets any concerns that [redacted] has experienced with T-Mobile misapplied paymentsIn an effort to resolve this matter amicably, [redacted] may contact me directly to complete an investigation with T-Mobile’s Cash Applications Team to verify the electronic transaction [redacted] will be required to provide documentation to confirm the misapplied paymentsBased 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, INCPancho Q [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is partially satisfactory to meI have a functional phone again, but the problem with T-Mobile's customer support being constantly unable to do much of anything still standsIt took someone in the President's office to resolve this issue after dozens of hours of trying to get any kind of solution for nearly two yearsThe whole ordeal makes me hate to call on their support for any problems, as I have no faith they will be able to do anything, will follow up on the things they say they will, or will make the account changes that are claimed to have been madeThey are perfectly willing to take my money every month for a service, but are of little help when I have an problem with that serviceThey made it sound like honoring the conditions that I signed up for and was promised was a huge favor for me, after admitting that they were wrong on a number of occasionsI am actively looking for alternative providers, but I will not follow through with any further legal actions for this issueI still remain a dissatisfied customer from my treatment, but I'm tired of dealing with them about my account or this phone.Sincerely, [redacted]

October 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 September 26, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms [redacted] experiencedT-Mobile records confirm that Ms [redacted] canceled her account on June 1, 2016, when she ported her mobile numbers to another service providerMs [redacted] ’s billing cycle ran from the 19th of one month to the 18th 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 June 18, As a courtesy to Ms [redacted] , T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from June 2, 2016, through June 18, Please note that on September 28, 2016, T-Mobile contacted Ms [redacted] at which time she remitted payment in the amount in the amount of $which was the remaining balance after the bill creditMs [redacted] ’s account is currently canceled and 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 closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTaylor B [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe response was pretty wordy and I just want to make sure no future charges will be made to my credit cardI do see charges reverted on my credit card bill and hope it stays that ways Thanks for looking into this with such efficiency.Sincerely, [redacted] ***

June 11, 2015FILEDELECTRONICALLY 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 correspondencedated June 5, 2015, regarding the above-referenced account Mr [redacted] has confirmed that his issue hasbeen resolved to his satisfaction We regret anycoverage concerns Mr [redacted] may have experienced with the text messaging onhis T-Mobile service T-Mobile hasinvestigated Mr [redacted] concern and has confirmed that there was a technicalissue in the area causing issues with text messaging; however, engineering hasconfirmed that the issue has since been addressed and the issue resolvedT-Mobile recordsreflect that Mr [redacted] account has been credited a total of $123.31for theissues he was experiencing with text messagingOn June 10, 2015, T-Mobile was in contact with Mr [redacted] and in aneffort to amicably resolve the matter; T-Mobile has offered to credit theremaining Equipment Installment Plan (EIP) balance for the Samsung Galaxy Shandsetif he will return it to T-Mobile Mr[redacted] must return the Samsung Galaxy Sin acceptable like new condition withno modifications or damage, such as broken or cracked plastics, LCD or internalparts, or water damage, with all its original accessories included Mr [redacted] must send the Samsung Galaxy S5handset to my attention at T-Mobile, Executive Response, [redacted] ***Albuquerque, NM T-Mobilerecommends sending the devices via a traceable carrier and requesting atracking number when shipping within 14-days from the date of this letter When the equipment is received and inspectedby T-Mobile, a credit for EIP balance will be issued Additionally, on June 10, 2015, T-Mobileissued a courtesy credit totaling $136.96, bringing the account balance to$ Mr [redacted] has been advisedthat he will be responsible for monthly recurring charges billed from June 2,through the date of cancellationT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank 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

May 8, 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 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountIn Mr [redacted] ’s letter to your office, he indicates that he was not able to use service with his handset in or around his homeWe regret any coverage issues Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability Our records show that on January 8, 2016, Mr [redacted] qualified for and took advantage of our JUMP! On Demand offering with the lease of a LG VJUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the final billing statement T-Mobile records confirm that Mr [redacted] canceled his account on October 1, 2016, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 9th of one month to the 8th 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 October 8, Further records confirm that Mr [redacted] ’s final billing statement reflected a balance of $for service from September 9, 2016, through October 8, 2016, due on November 1, This balance included monthly recurring charges, taxes and the above mentioned lease balance including a past due amount of $from Mr [redacted] ’s previous billing cyclePlease be advised that Mr [redacted] was not billed an early termination fee as T-Mobile no longer requires service agreements as of March 26, On November 16, 2016, Mr [redacted] remitted payment in the amount of $and on December 2, a payment in the amount of $reducing the account balance to $due immediately T-Mobile records confirm that Mr [redacted] remitted multiple payments between December 9, 2016, and March 7, 2017, totaling $updating the account balance to $As the amount went unpaid, on April 14, 2017, the account was assigned to and remains with Convergent Outsourcing Inc As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited $as a gesture of goodwillPlease be advised that the account remains 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 Mr [redacted] ’s credit report to reflect the change 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: Tmobile called the time I was driving this means I could not answer I told them I would call back I did but no way to get to them because they make things hard when you call them they keep turning you around until you get tired and give upI would request a clear line and extension that works so I can talk to them in order for all this matter to be resolved and be over Sincerely, [redacted]

May 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 May 17, 2017, regarding the above-referenced account T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that he should expect moderate coverage at his billing address and no coverage in some surrounding areasAs Mr [redacted] may imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day such as traffic volume, network changes, weather, terrain and foliage which can interfere with actual quality and availability of serviceBased on T-Mobile’s investigation of Mr [redacted] ’s coverage concerns, we have confirmed that his services are functioning as expected for his location and there are currently no planned enhancements Please be advised that T-Mobile has confirmed that Mr [redacted] is not under a service contract and would not be charged a contract termination fee if he were to choose to cancel his T-Mobile account However, on July 22, 2016, Mr [redacted] purchased a Samsung Onhandset and an LG G-Pad X device through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $In addition, on November 11, 2016, Mr [redacted] entered into a JUMP! On Demand ("JOD") lease for an iPhone Plus handset wherein he agreed to monthly lease installments in the amount of $Please note that T-Mobile provided Mr [redacted] a 14-day return period which allowed him to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and JOD lease entered into at the time of the original purchaseAs Mr [redacted] is now beyond the return period for his devices, he is ineligible to return them for a refund If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open device payment plan balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the agreements which were provided to Mr [redacted] at the time of his above-referenced purchase and leaseShould the account be cancelled, it is T-Mobile’s positon that these charges are valid and owed However, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr [redacted] may return his iPhone Plus handset, Samsung Onhandset, and LG G-Pad X device to my attention at the following address: T-Mobile Executive Response Attn: Brandon M [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of Mr [redacted] ’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIPs and JOD lease, in the amount of $T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to usWe ask that Mr [redacted] please include the devices, chargers and his account information within the box to ensure that he receives the proper credit upon receipt of the equipment We also ask that Mr [redacted] disable the “Find my iPhone” application as the device will be returned to Mr [redacted] if the application is enabledPlease be advised that if our final examination of the devices indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr [redacted] and the balance will then be considered valid and owedIt is important to note, Mr [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offer Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer CareT-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 Brandon M [redacted] Executive Response

March 16, 2016 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 March 4, 2016, regarding the above-referenced account. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement with T-Mobile. T-Mobile records indicate that Ms. [redacted] elected to cancel service on January 1, 2016. Ms. [redacted] billing statement dated January 2, 2016, was in the amount of $36.28 which included her monthly lease fee of $32.50 and prorated monthly recurring charges and applicable taxes. As Ms. [redacted] elected to get her Samsung Galaxy S 6 Edge Plus on our JUMP! On Demand lease program, when she elected to cancel her T-Mobile account, her lease program was ended. Pursuant to Ms. [redacted] lease agreement the remaining lease payments accelerated and were added to the purchase option price for a total due of $778.45. As Ms. [redacted] did not remit payment for her balance of $36.28 this was carried forward to the February 2016 billing statement and added to the above mentioned leased payment. Ms. [redacted] then remitted payment in the amount of $552.50 on January 15, 2016, leaving Ms. [redacted] with a remaining balance of $262.23 represented an unpaid portion of her lease balance. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement and lease balance. In an effort to amicably resolve this matter, on March 5, 2016, a credit of $262.23 was applied by Customer Care which brought the account to a zero balance. As such, Ms. [redacted] account remains closed with 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 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. Martin G [redacted] Executive Response

March 15, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 March 2, 2017, from Ms. [redacted] - [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***., and that Ms. [redacted] - [redacted] has been designated as an authorized user of the account. T-Mobile is sorry to hear of Ms. [redacted] -***’s concerns with her monthly estimated service charges and equipment acquisitions. 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 Ms. [redacted] - [redacted] feels that this was not her experience when contacting our Customer Care department to discuss her concerns. T-Mobile records confirm that the account was activated on September 13, 2015, with mobile numbers ending in [redacted] Effective January 10, 2016, the account was changed to T-Mobile’s Business Family Unlimited Talk, Text with 10GB of date per line rate plan for $120.00 for the first four lines and $20.00 for each additional line. T-Mobile records further confirm that the account financed several devices with our Equipment Installment Plan (“EIP”) program and our lease program JUMP! On Demand: - September 13, 2015: A Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 plus applicable taxes. - September 14, 2015: Two Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax per device with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 per device plus applicable taxes. - December 28, 2015: An iPhone 6s Plus device with 64GB of memory was lease with our JOD program. There was a $99.99 payment required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $30.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $210.00 plus applicable taxes. - November 28, 2016: An iPhone 7 Plus device with 32GB of memory was lease with our JOD program. There were no payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $32.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $193.99 plus applicable taxes. - December 2, 2016: An iPhone 7 Plus device with 32GB of memory was purchased with our EIP program. There was a $19.99 down payment required at the time the purchase was initiated and the account agreed to 24 monthly installments in the amount of $31.25. T-Mobile records further indicate that all mobile numbers elected to subscribe to the options Premium Handset Protection (“PHP”) feature for an additional $10.00 per month. Please note that mobile number ending in [redacted] was enrolled to the PHP feature for $12.00 per month as it included the additional feature of Mobile Security. Based on the information mentioned above, the account should have expected its monthly charges to be roughly $480.00- $485.00 per month including taxes and fees. It is T-Mobile’s position that [redacted] ***’s account was billed in accordance to its selected rate plan and features. On March 3, 2017, T-Mobile contacted Ms. [redacted] - [redacted] to discuss her concerns and the information mentioned above. In an effort to amicably resolve this matter T-Mobile offered the following: - To allow Ms. [redacted] - [redacted] to return two of the Samsung Galaxy Note 5 devices she indicated she was no longer using, and the iPhone 6s Plus device with 64GB of memory. Upon receipt of the equipment in good working and physical condition, T-Mobile will close the respective equipment leases. This will reduce monthly charges by $89.98 plus applicable taxes. On Mach 7, 2017, T-Mobile emailed Ms. [redacted] - [redacted] the instructions on how to return the equipment to our offices. - In addition, on March 3, 2017, T-Mobile sent Ms. [redacted] - [redacted] a like-new iPhone 6s Plus device with 64G of memory at no cost to her. - As an additional courtesy, on March 3, 2017, T-Mobile ordered a new iPhone 7 Plus with 256GB of memory device for Ms. [redacted] -***. Ms. [redacted] - [redacted] elected to finance it with our EIP program. T-Mobile credited the required down payment and sales tax that totaled $336.08 and Ms. [redacted] - [redacted] agreed to 24 monthly installments in the amount of $30.00 per month. Further review confirms that on March 7, 2017, mobile number ending in [redacted] was canceled when it was transferred to a different service provider. As such, going forward the monthly estimated service charges will be reduced by $32.00 plus applicable taxes and fees. To the date of this letter, T-Mobile is yet to receive the two Samsung Galaxy Note 5 devices and the iPhone 6s Plus device with 64GB of memory. Once the equipment is returned, T-Mobile will move forward with closing the equipment leases. The account remains active and it currently reflects a balance in the amount of $485.83 due by April 2, 2017. T-Mobile appreciates the opportunity to assist Ms. [redacted] - [redacted] with her concerns and we regret any inconvenience she 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Maggie R [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. Sincerely, [redacted] ***

July 4, 2016 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 21, 2016, regarding the above-referenced account. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. Please be advised that Ms. [redacted] she opted to participate in our promotional offer to receive an Apple iPhone 6 with JUMP! On Demand (“JOD”). This would allow Ms. [redacted] to pay no more than $15.00 to $19.00 per month for her handset with a qualifying trade-in. The price would be adjusted with a monthly promotional credit over the course of the 18 month lease as long as Ms. [redacted] does not switch or JUMP! to another device for a total of $216.00. It is important to note that the only exception to this is that a customer may switch to the new Apple iPhone 6s with JUMP! On Demand between the dates of September 26, 2015, through December 31, 2015. T-Mobile records indicate that on September 22, 2015, Ms. [redacted] qualified for and took advantage of our JOD offering with the leasing option of an Apple iPhone 6 Plus 16GB handset in space grey. JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in 18 installments. Customers have the option of JUMPING! their device up to 3 times in a 12 month period. However, should the customer choose to retain the device at the end of the 18 months they are provided with a lease purchase option price to own the device. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement. Please be advised that at the time of Ms. [redacted] ’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. T-Mobile records reflect that on September 22, 2015, Ms. [redacted] traded in two eligible devices and as such she has received the promotional credits in the amount of $12.00 per month per handset. Please note that this reduces her monthly price from $31.00 per month to $19.00 per month. It is T-Mobile’s position that the promotional credits were applying to the account correctly to Ms. [redacted] ’ line ending in 1311 and that from September 2015 through October 2015 she received a total of $36.00 in promotional credits. Please be advised that on November 14, 2015, Ms. [redacted] JUMPED! her Apple iPhone 6 Plus 16GB handset to the new Apple iPhone 6s Plus 16GB handset in Gold. Please be advised that at the time of Ms. [redacted] ’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. Per the aforementioned JOD Amped! Program Ms. [redacted] would retain the $12.00 monthly discount thus reducing her monthly installment from $31.00 plus taxes to $19.00 plus taxes for the remaining 18 months. Regrettably, due to an inadvertent error Ms. [redacted] ’ discount did not transfer to the new handset. In an effort to resolve Ms. [redacted] ’ concerns, on June 27, 2016, T-Mobile issued a one-time credit for the remaining amount of $180.00, resulting in a reduced balance of $86.18. Ms. [redacted] then remitted a payment in the amount of $86.18, thus bringing her current account balance to zero. 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 Ms. [redacted] contact with our retail location. 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Shannon R [redacted] Executive Response

April 4, 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 March 22, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding attempts to participate in a T-Mobile promotional offer. Records confirm that, in October 2016, Mr. ***’s account was eligible to receive a 75% discount off of the cost of his add-a-line reducing the associated monthly access charges from $40.00 to $10.00. Additionally, T-Mobile records confirm that, on October 20, 2016, T-Mobile sent Mr. [redacted] an SMS text message which advised him of the offer. Regretfully, at that time Mr. [redacted] selected “not interested” at which time the offer was declined. Nevertheless, in an effort to amicably resolve the matter, on March 29, 2017, T-Mobile agreed to provide Mr. [redacted] with a 75% monthly discount toward the add-a-line costs associated with the mobile number ending in 2805. Mr. [redacted] will continue to receive the above-referenced credit while maintaining promotional eligibility. 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. We regret any inconvenience to Mr. ***. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our 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. Brandon 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 satisfactory to meSincerely, [redacted] **