T-Mobile USA

September 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 20, 2017, regarding the above-referenced account T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Ms [redacted] remained unsatisfied with our response to your officeUpon contacting Ms [redacted] on September 26, 2017, regarding her on-going payment concerns, she explained that her bank has confirmed that they do use the third party vendor, Noventis, to complete her on-line bill pay paymentsAs such, she is continuing to work with Noventis to ensure her payments are applied appropriately Please note that besides AutoPay, T-Mobile provides a number of options for Ms [redacted] to pay outstanding chargesOur customers can make one time payments with a check or credit card online, over the phone or through our T-Mobile app at no additionally cost and without worry of the account being saved for future accessWe apologize for any inconveniences this has caused Ms [redacted] and appreciate the opportunity of addressing 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 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 Christina S [redacted] Executive Response

March 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 27, 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 Mr [redacted] as an authorized user of the account T-Mobile regrets any concerns Mr [redacted] experienced regarding a Samsung promotionPlease 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 department From November 24, through November 27, 2016, T-Mobile was offering customers on select rate plans a Samsung Galaxy Sdevice or a Samsung Galaxy SEdge device free or at a substantial discount with a fully owned device trade inThe Samsung Galaxy Sdevice or a Samsung Galaxy SEdge device must be on our Equipment Installment Plan (“EIP”) offeringThe EIP Agreement is a 24-month, no interested financing agreement available to qualifying customers with active serviceCustomers who take advantage of this offer receive a monthly promotional credit applied to their EIP for the Samsung Galaxy Sdevice or a Samsung Galaxy SEdge deviceIt is important to note once the fully owned device trade in is surrendered to T-Mobile and we are unable to return it to the customer at a later date T-Mobile records indicate on November 25, 2017, Mr [redacted] took advantage of this offer with the purchase of a Samsung Galaxy Sdevice for his line ending in Regrettably, the rate plan Mr [redacted] subscribes to is not one of the select rate plans needed to qualify for this promotion and on December 15, 2016, Mr [redacted] was advised he will not receive the promotional monthly bill creditsWe regret any inconvenience to Mr*** In an effort to amicably resolve this matter, T-Mobile ended the EIP for the Samsung Galaxy Sdevice and Mr [redacted] will no longer see the monthly equipment chargesAdditionally, T-Mobile issued a credit in the amount of $for the one monthly equipment charge billed to Mr***’s account as well as an adjustment in the amount of $for the down payment paid at the time of purchaseThese credits impacted the balance in the amount of $and leave a remaining balance in the amount of $for monthly access charges and fees and taxes for the billing period from March 2, through [redacted] 1, T-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 Jennifer G [redacted] Executive Response

April 4, 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 March 31, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the accountWe are pleased to report that upon speaking with Mr [redacted] we can confirm that his concerns have been resolved to his satisfactionAccording to our records on March 10, 2016, Mr [redacted] purchased a Galaxy Grand Prime for $on our Equipment Installment Plan (“EIP”)Additionally, he purchased an impact shield and a case for the device for $also placed on EIPMr [redacted] was only required to pay taxes upfront for each installment planWe regret that Mr [redacted] experienced complications with his equipment purchaseAt the time of Mr [redacted] purchase of the Samsung Galaxy Grand Prime, T-Mobile provided a 14-day return period which allowed him to use the equipment to see if it met his needsIf the equipment was not acceptable or if he chose to upgrade to a different phone, Mr [redacted] could have returned the device to the original point of sale for an exchange or refund of any down payment and applicable EIP entered into at the time of the original purchaseOur records confirm that Mr [redacted] did not take advantage of the return period mentioned aboveNevertheless, as of March 30, 2016, Mr [redacted] returned to the store and spoke to a retail manager who authorized Mr [redacted] to return his Galaxy Grand Prime device and accessories for a full refundAt that time, Mr [redacted] decided to purchase a Samsung Note for $on EIP as well as a case and impact shield for $on EIPPlease note that on April 1, 2016, T-Mobile contacted Mr [redacted] and confirmed that his issues were resolved at the store on March 31, 2016, with the store accepting his phone back for a full refund and considers this matter resolved to his satisfactionBased 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, INCChristina S [redacted] Executive Response

October 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] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 10, 2015, regarding the above-referenced accountT-Mobile understands seeing unexpected charges on a billing statement can be concerning and we regret any inconvenience Ms [redacted] may have encounteredT-Mobile records confirm that Ms [redacted] canceled her account on September 10, when she ported her mobile numbers to another service providerMs [redacted] ’s 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 October 25, 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 pro-rated charges incurred from September 10, through September 25, Currently Ms [redacted] ’s T-Mobile account reflects a revised balance of $which is due October 19, 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 [redacted] Very truly yours, T-MOBILE USA, INCLiana G [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 ONLY WITH THESE CONDITIONS I have spoken with MrH***I would not like for this complaint to be closed until all is resolved In addition, I will be mailing the phone tomorrow (within the days) and will let MrH [redacted] know via email & phone when this is doneAlso, I will pay the $for changing my service and I need a mailing address to mail that payment to and make sure that nothing has been reported on my creditIf anything has been reported on my credit, I will forward this information to pursue getting that corrected/resolvedSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Just to be clear It was a fraudulent account as I did not open this account The phones were originally shipped to my address, but the person(s) that opened the account rerouted them to the UPS center Unknown as to why, the person(s) did not pick them up from the UPS center, so they were returned to T-Mobile as per UPS policy Somehow the person(s) knew my name, address, SS#, and credit card number, and that is how they opened the account and ordered the phones The part that irritated me was the fact that the phones were never used by me or by the person(s) that opened the account fraudulently, and yet they still would not correct off the balance I understand that they had a mix up on their end where one of the phones was "lost" for a period of time They need to be more careful with their recordsThank you for helping me resolve this issue, as I was getting no where with T-Mobile until I filed the complaint with the Revdex.com Sincerely, [redacted] ***

July 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 June 2017, 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 his concerns within this letter T-Mobile regrets any concerns Mr [redacted] experienced regarding his equipment installment charges T-Mobile records indicate on May 19, 2015, Mr [redacted] purchased an Apple iPhone 5s device on T-Mobile’s Equipment Installment Plan (“EIP”) Mr [redacted] agreed to 24-monthly installments of $ It is important to note the equipment charges did not begin until Mr [redacted] ’s June 11, 2015, billing statement Mr [redacted] ’s June 11, 2017, billing statement was in the amount of $and consisted of monthly access charges, the final equipment charge for the Apple iPhone 5s device, and applicable taxes for the billing period from May 10, through June 9, On June 12, 2017, Mr [redacted] contacted T-Mobile and requested a mobile device unlock for his Apple iPhone 5s device Regrettably, the June 11, 2017, billing statement had not confirmed at that time meaning T-Mobile was unable to view the final equipment charge for the Apple iPhone 5s device Due to an inadvertent error, T-Mobile advised Mr [redacted] the device was paid in full T-Mobile processed the mobile device unlock request and on June 13, 2017, the request was approved In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the final equipment charge for the Apple iPhone 5s device The credit impacted the balance in the amount of $and leaves a remaining balance in the amount of $for monthly access charges and applicable taxes for the billing period from May 10, through June 9, T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jennifer G [redacted] Executive Response

January 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 December 20, 2015, regarding the above-referenced accountT-Mobile regrets any frustration Ms [redacted] encountered with her T-Mobile accountT-Mobile records confirm that Ms [redacted] canceled her account on October 15, when she ported her mobile numbers to another service providerMs [redacted] ’s billing cycle ran from the 8th of one month to the 7th 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 November 7, 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 $to bring her outstanding balance to zeroAs such, Ms [redacted] ’s account remains closed with a zero balanceAs Ms [redacted] has already heard, Experian, a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly million T-Mobile customersThis breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, and September 16, Please know that T-Mobile is fully cooperating with Experian in this investigation and will continue to do so as long as necessaryThe records that were compromised include information such as names, addresses and birthdatesThere were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromisedT-Mobile takes customer privacy and security very seriouslyIf Ms [redacted] is concerned that her information may have been compromised as a part of this breach, she is entitled to register for two years of free credit monitoringTo enroll, Ms [redacted] will need to visit the following website: [redacted] Experian has posted additional information at www.Experian.com/T-MobileFacts and Ms [redacted] can also refer to our own website, www.t-mobile.comIt is important to note that based on Ms [redacted] ’s activation date of November 8, 2008, she was not impacted by Experian’s data breachHowever, Ms [redacted] may still take advantage of the free credit monitoring service if she feels necessaryBased 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, INCBrian W [redacted] Executive Response

September 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated September 1, 2017, from [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account T-Mobile is pleased to note that we have resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any concern Ms [redacted] had regarding the information previously provided to her from our Executive Response Team as well as any extended period of time between communications Please be assured that T-Mobile attempts to provide world-class service to all of our customers on each and every contact In addition, T-Mobile takes allegations of employee misconduct very seriously We make every effort to be professional and courteous to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent correspondence with our Executive Response Team In regards to Ms [redacted] ’s concerns with the process in which T-Mobile recommends our customers sign our electronic signature agreements for Equipment Installment Plans (“EIP”), it is recommended that customers utilize a screen over seven inches to allow for a complete understanding of the terms and conditions of any agreements made while financing equipment Additionally, because of the digital path T-Mobile uses to send these agreements in a secure fashion, the DocuSign mobile app is not utilized Regrettably, the mobile versions of these EIP agreements do not allow our customers the option to sign; however, if it is necessary to sign via mobile device, customers do have the option of selecting the desktop version from their mobile device’s web browser in order to allow for the electronic signature to be completed Upon speaking with Ms [redacted] , T-Mobile has advised of the above information and in an effort to amicably resolve Ms [redacted] ‘s service issues, has offered to send an Apple iPhone handset and a LG Stylo Plus handset to Ms [redacted] at no cost to her or Mr [redacted] ’s account This offer was accepted as a resolution to Ms [redacted] ’s concerns T-Mobile regrets any inconvenience these matters may have caused Ms [redacted] or her family 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 Juan C [redacted] Executive Response

April 28, 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 Holder: [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 28, regarding the above-referenced account Please note that T-Mobile records show that [redacted] is the account holder of record and that [redacted] is not listed on the account However, we were able to speak with both Mr [redacted] and Ms [redacted] and are pleased to report that we have resolved the matter to their satisfaction T-Mobile is delighted that Ms [redacted] ’s mother and daughter chose T-Mobile as their wireless service provider and we welcome them to the Un-carrier family We regret hearing of Ms [redacted] ’s concerns with our Carrier Freedom promotion and the status of the submission In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offer These promotions, collectively known as Carrier Freedom have been overwhelmingly successful For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments The first payment is paid at the time of activation when a handset is traded-in At that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in That second payment is then remitted to the customer in the form of a prepaid bank card Our records reflect that when Ms [redacted] ’s mother and daughter activated their service they received a tracredit of $at the time of activation and, based on the amount owed to the prior carrier prepaid cards were issued on April 21, 2016, totaling $for the balance of the equipment installments charged by the prior carrier However, in an effort to amicably resolve the matter, on April 28, 2016, T-Mobile issued a refund of $or the equivalent of the trade in value received at activation to Ms [redacted] ’s checking account as a gesture of goodwill She should allow 1-business days to see the credit at her financial institution 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 when Ms [redacted] ’s mother and daughter activated service at our retail location 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

November 14, 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 4, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with Ms [redacted] , she confirmed that T-Mobile had resolved this matter to her satisfactionT-Mobile is delighted that Ms [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier familyWe regret hearing of Ms [redacted] concerns with our Carrier Freedom and her participation in the “Smartphone On Us” offerAs Ms [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions are collectively known as Carrier FreedomFor new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank cardIt is important to note that only the second payment is provided in the form of a prepaid bank cardOur records reflect that on October 12, 2016, Ms [redacted] activated a T-Mobile accountAt the time of activation, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Certified Pre-Owned Samsung Galaxy JdevicesPlease note, Ms [redacted] was asked to make a down payment of $and pay the taxes on the full retail price, and agree to a series of 24-monthly installments of $As stated in Ms [redacted] ’ letter to your office, she also chose to tratwo Samsung Galaxy Sdevices valued at $in order to qualify for the Carrier FreedomIn accordance with the above mentioned Carrier Freedom offer, the $travalue for the devices was applied as a credit to the accountIt is T-Mobile’s position that the first payment of the Carrier Freedom offer has been provided appropriatelyUpon receipt of Ms [redacted] ’ final billing statement from her previous service provider, T-Mobile will calculate and provide the second payment as referenced abovePlease be advised that the “Smartphone On Us Offer” provides customers, such as Ms [redacted] , with select handsets at no cost via monthly EIP creditsAs Ms [redacted] had a $down payment per Samsung Jhandset, she would receive account credits for the standard monthly EIP charges of $and also receive a second bill credit to make up for the difference of her down paymentNevertheless in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to provide Ms [redacted] with a $prepaid bank card which is equal to the above mentioned travalue received, the down payment for the two Samsung Galaxy Jdevice, minus any current monthly access chargesAs an additional courtesy, T-Mobile has waived the remaining EIP balance for the two Samsung Galaxy Jdevices to zeroAs of the date of this letter, Ms [redacted] ’ account reflects a zero balancePlease 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 Ms [redacted] ’ recent call to Customer CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

December 12, 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 December 7, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and [redacted] has been designated as an authorized user of the accountWe are pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfactionT-Mobile regrets any concerns Mr [redacted] has experienced regarding T-Mobile’s iPhone Trapromotional offerFrom September 9, 2016, through September 25, 2016, new and existing postpaid customers who traded in their fully paid off iPhone were eligible to obtain a new iPhone for free, via bill credits, when purchased through our Equipment Installment Plan ("EIP") programPlease be advised that, starting September 15, 2016, customers were required to sign up for the T-Mobile ONE rate plan in order to become eligible for this offerOur records confirm that, on September 15, 2016, Mr [redacted] ordered an iPhone handset through our EIP program wherein he was required to remit payment the tax on the full retail priceAdditionally, at that time, Mr [redacted] was required to agree to monthly installments in the amount of $Furthermore, at that time, Mr [redacted] traded his iPhone handset for a travalue offer in the amount of $Based on our investigation we have confirmed that Mr [redacted] is ineligible for the above-noted promotional offer, as he did not change his rate plan to T-Mobile ONENevertheless, in an effort to amicably resolve the matter and upon speaking to Mr***, on December 8, 2016, T-Mobile offered to apply a credit in the amount of $toward the EIP remaining balance of the iPhone handset in use on the mobile number ending in which will reduce the remaining amount owed to $which will continue to be billed in monthly installments of $over the next nine billing periodsPursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concernsWe regret any inconvenience to Mr***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

January 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 January 17, 2017, regarding the above-referenced accountWe are pleased to report that Ms [redacted] ’ concerns have been addressed and resolved to her satisfaction T-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her Equipment Installment Plan (“EIP”) billing and refund concernsWe appreciate the opportunity to respond to this matter T-Mobile records indicate that on August 12, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy ShandsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in monthly installments Please be advised that Ms [redacted] was not required to remit a down payment for this purchase, however she was required to remit payment for the sales tax and shipping costs for the handset and agreed to a series of installments of $added to her monthly billing statements At the time Ms [redacted] purchased her aforementioned equipment she was provided a day return period which allowed her to use the device to see if it met her needsShould Ms [redacted] have not been satisfied with the device, she was able to return it for the absolution of the remaining EIP balance and receive a refund for any taxes paid for the handset Due to an inadvertent error, when Ms [redacted] returned her Samsung Galaxy Shandset, the associated EIP was not closedAs such, Ms [redacted] ’ account was assessed applicable monthly installments on each of her subsequent monthly billing statements Please be advised that on January 19, 2017, T-Mobile’s Handset Research Team verified that her handset had been received and as such, T-Mobile absolved Ms [redacted] ’ remaining EIP balance and issued $in account credits for the handsetAdditionally, T-Mobile issued a refund in the amount of $to Ms [redacted] card used for the original order On January 31, 2017, T-Mobile contacted Ms [redacted] and advised her of the changes made to her account with respect to her returned Samsung Galaxy ShandsetPlease note that Ms [redacted] acknowledge the receipt of her refundPlease note that Ms [redacted] ’ account remains active with an updated balance of $for services prior to January 24, 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] ’ 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 Jason A [redacted] Executive Response

February 9, 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 February 3, 2016, regarding the above-referenced account T-Mobile records confirm that Ms [redacted] is a listed authorized user on Mr [redacted] ’s account T-Mobile regrets that Ms [redacted] has concerns with the non-return fee T-Mobile records indicate that a Samsung Galaxy S handset was purchased with our Equipment Installment Plan (“EIP”) option on June 16, Ms [redacted] was not to make a down payment and she agreed to pay monthly installments in the amount of $ 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 ProgramAlternatively, 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 The limited warranty expired on Ms [redacted] ’s Samsung Galaxy S handset on June 16, T-Mobile records indicate that Ms [redacted] contacted Customer Care on August 10, and at that time she reported that the handset would not power on, please be advised that our records confirm that Ms [redacted] did not report that the handset was dropped and the screen broke as her letter to you indicates When a customer purchases a new handset they have 14-days to enroll in the optional Premium Handset Protection (“PHP”) Ms [redacted] did not opt to add PHP when the new handset was purchased and when she contacted us on August 10, 2015, the limited warranty was expired Ms [redacted] advised T-Mobile that she thought that her mobile number ending in [redacted] subscribed to PHP and as a one-time gesture of goodwill, T-Mobile added the PHP feature for $per month at Ms [redacted] ’s request so that she would automatically receive an extended warranty and be able to participate in our handset exchange program Please be advised that if Ms [redacted] would have advised us that the handset had been dropped and was broken, she would have been advised that we would not be able to process a handset exchange as the damaged screen voids an extended and limited warranty When a customer requests a handset exchange they are advised of, and must agree to, the possibility of a $plus tax out-of-warranty fee or a $non-return fee for a Samsung Galaxy S handset; prior to T-Mobile processing an exchange In addition, T-Mobile sends a set of return instructions and a pre-paid UPS return label The instructions are also very specific and inform customers of the possible out-of-warranty fee, non-return fee and to ship the handset back to us by taking the handset to a UPS location Prior to T-Mobile charging a customer a non-return fee we place several outbound calls requesting that the handset be returned, we send text messages and a letter is mailed advising of the fee if the handset is not returned The pre-paid return UPS tracking number [redacted] confirms that UPS has not received the handset and we confirmed that our National Return Center (“NRC”) has not received the handset Accordingly, on September 26, 2015, T-Mobile charged a non-return fee in the amount of $to the account as the Samsung Galaxy S handset that qualified for the exchange was not returned As of this time, Ms [redacted] is not eligible to return the handset to T-Mobile to have the non-return credited due to the time frame from when the handset exchange was first requested Nevertheless, as a gesture of goodwill and an effort to assist Ms [redacted] and resolve this matter, T-Mobile placed a final 30-day hold on the account through March 9, in order to provide her with the opportunity to return the handset to my attention to this office Ms [redacted] indicated that she returned the handset to the United States Postal Service (“USPS”), if the handset was returned to them then they will still be in possession of the handset as we can validate that UPS has not received the handset and she may go to the USPS office where the handset was left to request that they locate the handset, which may be in their lost and found Should Ms [redacted] recover the handset from the USPS office where she took the handset, she will need to return the handset to my attention to the following address Please be advised that the UPS return label will not work at this time and Ms [redacted] will need to return the handset to my attention to the address below: T-Mobile USA, Inc Attn: Ally Y [redacted] Albuquerque, NM T-Mobile suggests that Ms [redacted] ship the handset to us with a traceable shipping carrier and that she retain a return tracking number for her records Ms [redacted] will need to include her 10-digit T-Mobile mobile number inside of the box to ensure that she receives credit for the return Ms [redacted] was advised that if the handset is returned to our office it must be post marked no later than March 9, Upon receipt of the handset, it will be examined and if we determine that the handset has any physical or liquid damage, the non-return fee will be credited less the cost of an out-of-warranty fee; which will be a total credit of $from the non-return fee If the handset is returned by March 9, and it’s free of physical or liquid damage, T-Mobile agreed to credit the full non-return fee and we will issue a credit to the account in the amount of $ Please be advised that the collection hold on the account is good through March 9, If the account reflects any past due balance after March 9, 2016, services will not be guaranteed and collection efforts will be resumed Ms [redacted] requested that T-Mobile send a brand new handset to replace her current handset Please be advised that if Ms [redacted] is having concerns with her handset, she may contact us at 800-937-from an alternate line of service so that we can complete the troubleshooting steps that are necessary for us to work to identify and resolve her handset concerns If we determine that a replacement handset is warranted, Ms [redacted] may request to utilize the extended warranty available with her PHP subscription Please be advised that T-Mobile is unable to guarantee that a replacement handset will be brand new, the handset may be new or like new although we are unable to request a new handset Ms [redacted] may opt to participate in our Handset Upgrade Program to receive a new handset of her choice and she may opt to pay the full cost of the handset upfront or she may opt to participate in our EIP option or JUMP! On Demand leasing option Please be advised that the account must reflect a current balance before Ms [redacted] will be eligible to upgrade with our EIP or JUMP! On Demand leasing options It is T-Mobile’s position that any late fees that have been charged to the account are valid and owed T-Mobile respectfully declines to issue any credits to the account at this time as the non-disputed portion of the bills have not been paid by the payment due date T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

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 8, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding his device upgrade and appreciates the opportunity to respond to his concernsT-Mobile records reflect that on May 18, 2017, Mr [redacted] purchased two Samsung Galaxy Sdevices on his mobile numbers ending in [redacted] and [redacted] utilizing T-Mobile’s Equipment Installment Plan (“EIP”)Mr [redacted] also agreed to pay 24-monthly payments of $and $30.00, respectively, including tax Please note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of traditheir current device on an Equipment Installment Plan for full credit of the remaining balanceCustomers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per month period beginning six months after enrollment The customer is then presented with the terms and conditions of the trade in and if the customer is agreeable, T-Mobile then provides a mailing label and shipping envelope for the device, which must be returned within days in the same condition as when presented for inspectionCustomers are able to receive their upgrade device on EIP while the trais being processedOnce received, it is again inspected and if found to be in acceptable condition, the EIP for the new device is wiped out and, if applicable, any additional value for the received device is added as a credit to the account balance T-Mobile records indicate that upon receipt of Mr [redacted] ’ equipment at the tracenter and inspection of the device, it was found to have physical damage not evident at the time it was traded in making it ineligible for the tracredit for the JUMP! upgrade Please note that the terms and conditions of the JUMP! upgrade, which Mr [redacted] agreed to, informed him that he would not be able to have the device shipped for trareturned to himAs such, we respectfully decline the request for its return Nevertheless, in an effort to amicably resolve this matter, on July 11, 2017, T-Mobile absolved Mr [redacted] of his remaining balance on the Samsung Galaxy SAs an additional gesture of good will, on July 11, 2017, T-Mobile issued a one-time credit in the amount of $55.84, resulting in a credit balance of $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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew 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 mePlease note, that Ms [redacted] was able to speak with me, which is not stated in their responseAlso, although the response clarifies the parameters of our plan and the total amount of our monthly paymentsThey did nothing to actually rectify the complaint that we initially filed, and it was made clear to me that there is not a way to rectify the complaint we filed unless we change plans, which we do not want to do because none of the other plans offer the data we are looking for at a price that would have been lower than what we were paying with our old phone serviceTherefore, although we accept the business's response, we don't actually feel like our complaint was resolved nor do we feel that any continued effort on our part will change that, hence our choice to accept the business's response.Sincerely, [redacted]

April 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 April 16, 2017, regarding the above-referenced account We regret hearing of Mr [redacted] concerns with our Carrier Freedom promotion and the status of his submissionIn early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions are collectively known as Carrier FreedomAs can be expected, there are several eligibility requirements for Carrier Freedom; some of the requirements were met and others were not Our records indicate that on October 19, 2016, Mr [redacted] ported in his mobile numbers ending in [redacted] to T-MobileFurther records confirm that on October 17, 2016, we received one iPhone 16GB Grey as a tradeviceHowever, we have no record of Mr [redacted] final detailed billing statement As a one-time courtesy and in an effort to amicably resolve this matter, on April 24, 2017, T-Mobile issued a credit of $to Mr [redacted] account leaving the account with a credit balance of $Mr [redacted] has accepted our offer as resolutionT-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 Chris L [redacted] Executive Response

October 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 18, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced with the above-referenced accountT-Mobile records confirm that Mr [redacted] canceled his account on May 26, 2016, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 17th of one month to the 16th of the following monthCustomers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through June 16, As stated within our Terms and Conditions which can be located at www.t-mobile.com/terms, “As the Un-Carrier, we did away with annual service contractsYou are free to go, although we’d be sad to see you leaveYou are responsible for all Charges incurred through the end of your Service term”However, as a courtesy to Mr [redacted] , T-Mobile issued two credits toward Mr [redacted] ’s account in the amount of $on August 23, 2016, and $on October 22, 2016, for the final billing statementMr [redacted] ’s account remains closed with a zero balanceT-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, INCRonnie A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because I want to drop this complaintIt is not worth spending more time on this matterI already learned my lesson from T-mobile and business alike Sincerely, [redacted] **

March 30, 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 March 16, 2016, regarding the above-referenced accountPlease be advised that the account holder of record is [redacted] , and that she has designated Mr [redacted] as an authorized user of the accountWe have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile records confirm that on September 19, 2015, Mr [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of an Apple iPhone handsetPlease note that Mr [redacted] also subscribes to our JUMP! feature, which provides subscribers the benefit of trading in the handset and T-Mobile paying off the remaining balance as long as the phone meets program eligibility and in like new conditionOn January 2, 2016, Mr [redacted] utilized his JUMP! upgrade with the purchase of an Apple iPhone 6S handsetTo complete the JUMP! traprocess, upon Mr [redacted] ’s receipt of the new handset, he was required to return his Apple iPhone to T-MobileUpon receipt and inspection of Mr [redacted] ’s Apple iPhone handset, it was determined to have physical damage to the LCDAs a result, Mr [redacted] was not eligible for the JUMP! benefit of having the remaining balance from the handset credited and as such would remain responsible for the full EIP balance for the Apple iPhone handsetNevertheless, in an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile has offered to credit the remaining EIP balance for the above referenced handset in the amount of $Please be advised that Mr [redacted] has until April 15, 2016, to contact me at the number included below to take advantage of our offerPlease note that Ms [redacted] ’s account remains active with a 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, INCRuben A [redacted] Executive Response