T-Mobile USA

August 2, 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 July 25, 2016, regarding the above-referenced accountPlease be advised that T-Mobile has made several attempts to contact Mr***, however our attempts have been unsuccessfulTherefore, T- Mobile will attempt to address Mr***’s concerns via this letter to your officeT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any employee failed in any way to display that during Mr***’s recent contact with our third party retail locationT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy SEdge handset on June 8, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by the manufacturer of his device, which can be extended with the addition of an optional Premium Handset Protection (“PHP”) featureDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder 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 damageAssurant Solutions Inc(“Assurant”) offers the PHP insurance that Mr [redacted] has chosen on his accountThe PHP covers handsets in the event of loss, theft, accidental damage or malfunctionThe deductible that Assurant assesses is non-refundable and payable at the time a repair or replacement is approvedThis deductible applies to each filed and approved claim, and does not reduce the limit of insurancePlease note that the program terms of coverage are provided electronically or mailed to the customer by AssurantA brochure describing the program is also available in T-Mobile stores or online at http://myPHPinfo.comMr [redacted] has an open PHP Claim ID: [redacted] , with AssurantMr [redacted] may visit www.myPHPinfo.com, or contact Assurant at 866-866-6285, with any questions regarding the claim or to complete his claimIn an effort to resolve this matter amicably, T-Mobile applied a one-time courtesy account credit of $to offset the deductible required to complete the insurance claimThe account credit results in a credit balance of $25.52, reflected on the accountPlease note that Mr [redacted] will be responsible for the deductible going forward on any other lost or damaged handsetsT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his businessBased 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

July 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 15, 2017, regarding the above-referenced accountPlease be advised, T-Mobile contacted the number on the correspondence with our contact information and Mr [redacted] responded who is the one T-Mobile worked with on this matter T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the Carrier Freedom reimbursement programAs can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement which are available at https://www.switch2t-mobile.com; one of those requirements being that customers must submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountPlease be advised that some of these requirements were met and others were not For 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 card T-Mobile records indicate on October 15, 2015, Mr [redacted] activated his T-Mobile account with five lines of serviceT-Mobile records confirm Mr [redacted] received trade in credits in the amount of $T-Mobile does not have record that we received Mr***’s final monthly billing statement within days of activation to process the second part of the reimbursement On July 14, 2017, our Customer Relations department received a correspondence from Mr [redacted] regarding this matter however; the correspondence did not include the final monthly billing statement from the previous provider On July 24, 2017, T-Mobile spoke with Mr [redacted] and requested his final monthly billing statement for further reviewOnce received, T-Mobile will determine the remaining amount owed to his previous carrier for early termination fees or equipment charges and send a prepaid refund card to Mr***To date, T-Mobile has not received the final monthly billing statement from Mr***T-Mobile requests Mr [redacted] contact me at the number below within days from the date of this letter to discuss this matter furtherT-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

Tell us why here August 30, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 22, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is [redacted] and [redacted] has been designated as an authorized user of the account T-Mobile regrets any inconvenience Ms [redacted] may have experienced with respect to her Carrier Freedom reimbursementIn order to qualify for the Carrier Freedom reimbursement, Ms [redacted] was to port her numbers in from another carrier, trathe handsets she was using with her previous carrier, and then submit her final bill from her previous carrier online at www.Switch2T-Mobile.comThe final bill was to include the final early termination fees (“ETFs”) charged by her previous carrierPlease note that T-Mobile records confirm that Ms [redacted] only traded in one handset out of the three mobile phone lines and in addition, the billing statement she submitted did not clearly show the ETFs charged and as such she was not eligible for the promotion On August 29, 2017, in an effort to amicably resolve this matter, T-Mobile issued a billing credit in the amount of $updating Ms [redacted] ’ account to a credit balance of $Ms [redacted] was satisfied with this offer as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Cesar R [redacted] Executive Response

May 24, 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 May 16, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr***’s concerns within this letter T-Mobile regrets any inconvenience that Mr [redacted] experienced regarding his cancelled T-Mobile accountT-Mobile records confirm that on November 25, 2014, Mr [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of a Google Nexus Gigabyte (“GB”) handsetIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseWhen the account was canceled on December 1, due to Mr [redacted] transferring his number to another service provider, the remaining EIP balance of $was accelerated and posted to the final billing statement dated December 7, Please note that as a result of cancellation, Mr [redacted] received prorated credits in the amount of $13.82, bringing the total balance owed to $It is important to note that once Mr***’s account was cancelled, his online account access was removed and he was sent a copy of his final billing statement via U.SmailHowever, that mailed correspondence was returned to T-Mobile and subsequently, to prevent sending Customer Propriety Network Information (“CPNI”) to an invalid address, T-Mobile stopped sending correspondence via mailPlease note that since T-Mobile received no payment toward the balance referenced above; therefore, on March 2, T-Mobile referred Mr***’s account to an outside collection agencyIn an effort to amicably resolve Mr***’s concerns, on May 18, 2016, T-Mobile has received Mr***’s payment of $bringing the balance owed to zeroT-Mobile has since removed the account from collections, and as a gesture of goodwill, has instructed that the negative reporting be removed, which can take up to daysPlease note that Mr***’s account remains cancelled with a zero balanceBased 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

Complaint: [redacted] I am rejecting this response because: filled complain last month # [redacted] about the problem and how its been month every month I have to call to correct the billing t mobile closed the case as fixed / solved which is not truethey didn't provide the restitution I asked for now just received the billing again for august and still incorrect t-mobile is very shady company doing business this way and hopping to make more money than whats agreed oni'd like t mobile to correct the issue and pay for their neglect if this is not fixed properly and proper resolution met that I accept I will take all and every legal action possiblethis time whoever contact me should have the power and authority to speak on behalf t-mobile not an incompetent years old Sincerely, [redacted]

July 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 7, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that [redacted] ***., is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding his monthly billing and appreciates the opportunity to respond to his concerns T-Mobile records indicate that on March 1, 2017, payment arrangements were made with Mr [redacted] with regard to his outstanding balance which, at that time, totaled $1,Further, on March 15, 2017, Mr [redacted] contacted T-Mobile to advise that he was unable to make the agreed upon paymentAt this point, the payment arrangement was suspendedPlease note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agencyRecords indicate that Mr [redacted] made a $payment on March 18, However, because the payment arrangements were no longer in effect and the total balance due was $1,297.83, the account was scheduled for suspension on May 20, As a courtesy to Mr [redacted] , T-Mobile suspended further collection activity until March 30, 2017, to allow Mr [redacted] additional time to make his payment A review of Mr [redacted] ’s account confirms that he contacted Customer Care on June 12, 2017, and inquired about getting an additional Payment Arrangement and was told that he would be required to pay $1,which consisted of a past due balance of $plus an additional $that would be required before our Financial Care team would be able to make another arrangementMr [redacted] was unable to remit payment and Customer Care agreed to reactivate three lines ending in [redacted] and applying a collection hold until July3, 2017, allowing Mr [redacted] additional time to remit payment As Mr [redacted] mentioned in his correspondence to your office on July 7, 2017, he inquired about making a change to his monthly rate plan to T-Mobile One Taxes Inclusive and was credited $on July 5, Nevertheless, as an additional gesture of good will T-Mobile agreed to apply an additional collection hold effective until August 25, 2017, to allow Mr [redacted] additional time to remit payment and bring the above referenced account to a current status 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 recent contact with 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 Andrew S [redacted] Executive Response

June 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered regarding her accountT-Mobile records indicate that on May 14, 2017, T-Mobile Customer Care offered to apply a credit in the amount of $for the remaining balance of Ms [redacted] ’s Samsung Galaxy SEdge 32GB device However, due to an administrative error, the credit was applied to the incorrect handsetUpon speaking with Ms [redacted] on June 5, 2017, she was informed that Customer Care had reversed the credit applied towards the Samsung Note device and waived the remaining balance for Samsung Galaxy SEdge as offeredT-Mobile is pleased to confirm that Ms [redacted] accepted the information provided as a resolutionT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

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 18, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] has been designated as an authorized user of the account T-Mobile regrets any ongoing concerns experienced by Mr [redacted] regarding our Limited Warranty exchange program and his handset concerns As indicated in our original response, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within miles of the customers billing addressMr [redacted] contacted T-Mobile on April 10, 2017, and discussed his replacement optionsAt this time, Mr [redacted] was made aware that he could process an exchange; however, the equipment would have to be sent to a T-Mobile retail storeUnfortunately, Mr [redacted] declined to have his equipment shipped to a local T-Mobile retail store as part of our T-Mobile Limited Warranty exchange program Customers who process a warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the transaction is processedCustomers are advised of and must agree to the Service Warranty Processing Fee prior to the exchange being completedTherefore, should Mr [redacted] elect to process his warranty exchange through T-Mobile, he would be responsible for the $Service Warranty Processing Fee However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile will agree to send Mr [redacted] a Limited Warranty exchange to his home directlyPlease note Mr [redacted] ’s exchange will be a like-new handsetFurthermore, T-Mobile will agree to waive the Service Warranty Processing Fee as a one-time gesture of goodwillPlease note, Mr [redacted] will be held responsible for any non-return fees or out of warranty fees that may be applicable to his Limited Warranty exchangeMr [redacted] may reach me at the number listed below to process his exchange Should Mr [redacted] not be satisfied with the options provided to him by T-Mobile, he may contact Apple directly for further replacement optionsFurthermore, T-Mobile would respectfully decline Mr [redacted] ’s request for further compensation as he has been made aware of his replacement options, however has elected not to process his Limited Warranty exchange as in line with our exchange policyT-Mobile regrets any inconvenience 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 Martin G [redacted] Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced in regards to his T-Mobile accountPlease be advised that T-Mobile records reflect that Mr [redacted] had four voice lines on the Simple Choice Unilimited Talk, Text, and GBs of 4G/LTE high speed data T-Mobile records confirm that Mr [redacted] canceled his mobile numbers ending in [redacted] and [redacted] on July 12, 2016, when he ported them to another service providerMr [redacted] then canceled mobile number ending in [redacted] on September 25, by porting it to a new service provider It is important to note that T-Mobile has no record of Mr [redacted] requesting either a rate plan change or cancellation for the mobile number ending in [redacted] prior to January 17, Mr***’s billing cycle ran from the 11th of one month to the 10th 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-cycleAs such, per Mr***’s request, the mobile number ending in [redacted] was canceled when the billing cycle was completed on February 10, Upon speaking with Mr [redacted] on April 11, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $to cover his final balancePlease note that Mr***’s remains canceled with a zero balanceT-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***’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 Juan 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 me I would like to extend a special thanks to MrPancho Q [redacted] for his assistant and understandingSincerely, [redacted]

October 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 16, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any inconvenience to Mr [redacted] regarding this non-return feeOn June 12, 2016, Mr [redacted] contacted Assurant Solutions Inc(“Assurant”) in regards to his damaged equipment, and Assurant ordered a replacement Samsung Galaxy SGold handset that was shipped to himPlease be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their damaged equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such, Mr [redacted] was charged $for the non-return fee and applicable taxesAs a courtesy to Mr [redacted] , on October 19, 2016, T-Mobile agreed to waive this charge and issued a credit to Mr [redacted] ’s account in the amount of $This credit lowered the balance to $which consists of the October 2, billing statementBased 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, INCJames G [redacted] Executive Response

November 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 October 25, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’s satisfactionT-Mobile regrets to hear of any billing concerns that Ms [redacted] has experienced and appreciates the opportunity to respond to her concernsT-Mobile records indicate that on August 15, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S Edge 32GB SilverAdditionally, on September 2, 2016, Ms [redacted] purchased a second Samsung Galaxy S Edge handsetEIP 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 24-monthly installmentsAs of the time of Ms***’s purchase of a new handset for use on the mobile number ending in [redacted] T-Mobile provided a 14-day return period which allowed Ms [redacted] to use the equipment to see if it meets her needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseUpon further review of Ms***’s account, T-Mobile determined that both of the non-working Samsung Galaxy SEdge’s had not been utilized since August 22, 2016, and September 8, In an effort to amicably resolve Ms***’s concerns, on September 8, 2016, T-Mobile issued a one-time credit in the amount of $Additionally, on November 1, 2016, T-Mobile issued a one-time credit in the amount of $for the second handset resulting in an updated zero balanceT-Mobile regrets any inconvenience or misunderstanding that Ms [redacted] may have experienced when cancelling her service with T-MobileT-Mobile records confirm that Ms [redacted] cancelled her mobile number ending in [redacted] on September 9, Ms***’s billing cycle ran from the 17th of the month to the 16th of the following monthPursuant to T-Mobile’s policy, customers may be billed through the end of their current bill cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through September 16, It is important to note that Ms***’s account remains closed with a zero balancePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our retail location and our Customer Care departmentBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCChris L [redacted] Executive Response

October 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 September 28, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding her billing concernsWe appreciate the opportunity to respond to Ms***’s concernsT-Mobile records reflect that on August 6, 2016, an LTE Signal Booster was ordered for Ms***’s in-home use in an effort to enhance her coverage experienceIt should be noted that at that time a return was generated for Ms***’s previous Coverage Solutions DeviceIt should be noted that on September 7, 2016, a Coverage Solutions Device non-return fee was assessed on Ms***’s account totaling $Please be advised that Ms [redacted] was assessed $as the non-return fee and $in applicable taxesT-Mobile records confirm that Ms***’s billing statement dated September 18, 2016, carried a total balance due of $Please be advised that $was considered past due, and included her non-return feeMs [redacted] was assessed $in current statement charges for monthly access and applicable taxes and fees for service between August 19, 2016, and September 18, Ms***’s past due amount was immediately due, and her current statement charges was due in full by October 11, Upon reviewing Ms***’s return of her Coverage Solutions device, our records do not indicate that the serial number of the device has been scanned as received by our warehouseHowever, in an effort to resolve this matter, on September 30, 2016, T-Mobile absolved Ms [redacted] of the assessed non-return feeAdditionally, T-Mobile absolved Ms [redacted] of her current statement chargesPlease be advised that Ms***’s account remains active with a zero balanceIt should also be noted that T-Mobile is not a credit reporting entityAs such, Ms***’s credit report will not be affected by the Coverage Solutions Device non-return feePlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our 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, INCJason A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Yes this here is odd; he again complains that I was uncontactable, but upon receiving his email I replied back, but he does not acknowledge that and he didn't respond back himselfI would like T-Mobile to furthermore acknowledge their business infringes the Americans with Disabilities ActI'm a bed ridden old man with brain damage, here is my neuro-psych eval stating basically such: [redacted] The documents indicates due to brain damage I suffer visual memory and auditory retention issuesGiven T-Mobile's lack of ADA compliance, they practice really shady communication skills, evidenced by the screen shots of conversations I attached beforeThey fail to ensure disabled customers have access to their businesses and are treated fairlyI clearly told the representative "yes" to sign me upThe rep performed no further discussion about itThey waited hours to respond to a question I had on an unrelated switch to T-Mobile One issue, and given my disability I was left clueless as to whether I was signed up for the free add a line or notT-Mobile blames me for the matter, and at which point I'm to blame is limited to my disability, and T-Mobile's lack of ADA complianceAnd now, T-Mobile "declines to acknowledge" their issues, in order to save money to boost profit by attempting to charge me for the free line and have every complaint filed against them dismissed in a strong armed fashionAs a person with disabilities, I was unable to follow T-Mobile's conversation with me, in which they refused to even discuss the matter or follow up with it, and they didn't even tell me they had failed not to add the extra lineAs a disabled person, I'd need them to actually keep me informed on the progress they made or didn't make on the issue to follow along properlyThey believe I should have followed up to make sure I was signed up apparently, and impossible feat given the low quality communication and engagement by T-MobileUnfortunately for me, it's no loss on T-Mobile's part unless they get sued and forced to comply- forced to acknowledge their mistake, which is why they're so snobby in the Revdex.com complaintsOn the side claim, the company was negligent to sign me up and follow up after the conversation, even switching representatives mid-way between the conversation and waiting hours to respond to my affirmative "yes" to have the line addedI'm now out of $40/month of owed value to my plan, perhaps I should sue over the issue? That's quite a chunk of change T-Mobile is attempting to bilk me out ofThat's $dollars per year they are refusing to provide me over this matter, in which I believe I'm owed, and it's now my loss financiallyT-Mobile did offer to buy me out of my lines, doing so knowing I owe less than what the phones are worthThe devices can be sold online used on craigslists for more than I need to pay T-Mobile, ensuring even if the devices were returned to T-Mobile, they'd make a killer profit selling the devices used (I could do the same- Pay off T-Mobile, and have profit to spare)I owe around $1500, but the devices could be sold for $2000+ in "used" aftermarket stateGiven this evidence it's obvious their interest in this conversation has been purely about boosting corporate profit, at the expense of services and customers, per usualThey've made absolutely no effort to accommodate me or to rectify the matterThat's their style Sincerely, [redacted]

September 22, 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 September 12, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account and appreciates the opportunity to address her concerns. T-Mobile records reflect that Ms. [redacted] activated three new mobile numbers ending in [redacted] on August 26, 2015, [redacted] on March 22, 2017, and 2076 on June 5, 2017. T-Mobile records indicate that from August 22, 2015, through June 5, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Prime, Apple iPhone 32GB, and Apple iPhone 6s 16GB. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. As Ms. [redacted] mentioned in her correspondence to your office on September 12, 2017, she indicated that she requested to utilize the JUMP! Benefit on her line ending in ***. 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 trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. Unfortunately, due to an inadvertent system issue Ms. [redacted] was unable to redeem the JUMP! Benefit at the initial retail store she visited. Please be advised that the services described in Ms. [redacted] ’s letter are services offered by T-Mobile TV, a third-party service provider whose application is loaded on Ms. [redacted] ’s handset. T-Mobile TV is a free and monthly subscription service that provides T-Mobile customers with access to live news and sports events as well as convenient access to primetime TV and children’s programming. Although a portion of the services are free, in order to receive the premium services for which she was billed, she accepted the terms and fees presented on the handset. Although it is T-Mobile’s position that all of the charges for the monthly subscription are valid, on June 5, 2017, a credit in the amount of $506.61 was issued to the account for the disputed T-Mobile TV charges. In an effort to amicably resolve Ms. [redacted] ’s concerns, on September 12, 2017, T-Mobile applied a credit of $302.36 for the services associated with the above mentioned lines of service. T-Mobile also changed Ms. [redacted] ’s rate plan to our promotional T-Mobile One two line rate plan for $110.00 per month. Please note that this promotional rate plan has the option to receive a $5.00 monthly bill credit per line when enrolled in autopay, effectively making the plan two lines for $100.00 should Ms. [redacted] add autopay. As an additional gesture of goodwill, T-Mobile will allow Ms. [redacted] to return the equipment she is no longer using to my attention within 30 days of the date of this letter at the address below. Once in receipt of the equipment, T-Mobile will absolve Ms. [redacted] of the remaining EIP balance. Executive Response Attention: Andrew S [redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Please be assured that 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 visit to 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. Andrew S [redacted] Executive Response

July 11, 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 July 4, 2017, regarding the above-referenced account. Please be assured that 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 Mr. [redacted] ’s recent calls to Customer Care. T-Mobile records confirm that on February 14, 2017, Mr. [redacted] activated service with mobile numbers ending in [redacted] and ***. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current” which we bill a month in advanced. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. In Mr. [redacted] ’s letter to your office, he indicates that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile records confirm that Mr. [redacted] canceled his account on February 21, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted] ’s billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through March 14, 2017. Further records confirm that on March 5, 2017, Mr. [redacted] remitted payment in the amount of $120.00 leaving the account with a zero balance. On May 23, 2017, and July 4, 2017, T-Mobile requested a refund in the amount of $120.00. However, as the account did not have a credit balance of $120.00 the refund was denied. To amicably resolve this matter, on July 6, 2017, T-Mobile credited $120.00 leaving the account with a credit balance of $120.00 and refunded Mr. [redacted] $120.00 to his financial institute. Please be advised that Mr. [redacted] is aware that the refund will take up to three business days to be deposited. 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. Chris L [redacted] Executive Response

February 24, 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 February 18, 2017, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets hearing of Mr. [redacted] ’s concerns with our recent and exciting 2016 Apple Black Friday offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] ’s recent contact with our Customer Care department. The 2016 Apple Black Friday offer provided for a limited time, from November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or for free. T-Mobile records confirm that at the time of the promotion Mr. [redacted] was and continues to be subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text with 2.5GB of Data per line rate plan. As Mr. [redacted] ’s rate plan is not an Unlimited Data rate plan, Mr. [redacted] ’s account is not eligible for the 2016 Apple Black Friday offer based on the eligibility requirements mentioned above. Records further confirm that on November 26, 2016, Mr. [redacted] purchased an iPhone 7 32GB device and elected to finance it with our Equipment Installment Plan (“EIP”) program. Mr. [redacted] paid a down payment in the amount of $50.00 and agreed to 24 monthly installments in the amount of $25.00. Further review confirms that at the time of purchase, Mr. [redacted] traded-in an iPhone 5s and received $50.00 in trade- in credits that were used at the time of purchase to cover Mr. [redacted] ’s down payment. If eligible for the promotion; Mr. [redacted] would have been responsible for only $350.00 for his new iPhone 7 32GB device after trade-in and promotional bill credits. On February 23, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information mentioned above. In an effort to amicably resolve this matter, on February 23, 2017, T-Mobile issued equipment credits in the amount of $249.99 leaving Mr. [redacted] responsible for only $350.00 for his new iPhone 7 32GB device. T-Mobile regrets any inconvenience to Mr. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Maggie R [redacted] Executive Response

March 12, 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 6, 2016, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards the included data service features in his original rate plan. A review of Mr. [redacted] account confirms that the T-Zones feature he is referring to in his correspondence to your office was removed from the account as of February 10, 2013, pursuant to Mr. [redacted] request following a rate plan change. At that time, Mr. [redacted] elected to change his rate plan to the Value 500 Minute Talk rate plan that provided him with 500 minutes and 200MB of data per month for $39.99 plus tax, and applicable fees. Please be advised that from time to time T-Mobile re-evaluates available rate plan offerings and may choose to grandfather certain rate plans and features as was the case with Mr. [redacted] Value 500 Minute Talk rate plan. Our records reflect that on January 10, 2016, Mr. [redacted] was subscribed to the Simple Starter Unlimited Calling Texting and 500MB of data price plan which provides unlimited calling, unlimited texting, and 500MB of data for $40.00 per month plus tax, and applicable fees. It is important to note that Mr. [redacted] rate plan was changed because T-Mobile has chosen to no longer support the Value 500 Minute Talk rate plan. As Mr. [redacted] grandfathered rate plan totaled $39.99 and the new rate plan totaled $40.00, it is our position that Mr. [redacted] has been moved to a comparable rate plan in regards to cost and services. Nevertheless, in an effort to amicably resolve the matter T-Mobile has agreed to place Mr. [redacted] on our Select Choice rate plan for $25.00 monthly, which includes unlimited calling, unlimited texting, and 3GB of mobile data for an additional $10.00 monthly charge totaling $35.00 plus tax and applicable fees. On March 8, 2016, T-Mobile contacted Mr. [redacted] and presented this offer to which he accepted as a full resolution to his 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Taylor B [redacted] Executive Response

September 2, 2015 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 August 28, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to our early termination fee reimbursement program. As stated in our July 1, 2015 response, our records confirm that Ms. [redacted] activated the above referenced account on August 11, 2014. Regrettably, our records confirm that the documents required for reimbursement were not received. As such, a reimbursement was not issued to Ms. ***. However, in our July 1, 2015 response, Ms. [redacted] was offered to send her itemized final billing statement from her previous provider to our office no later than July 15, 2015, and upon receipt and review, a refund for the qualifying charges would be sent to her. Regrettably, the itemized billing statement was not received in our office, and as such, a refund was not provided to Ms. ***. In an effort to amicably resolve Ms. ***’s concerns, T-Mobile has extended the offer to send her itemized billing statement, showing the early termination fees from her previous provider, to our office no later than September 30, 2015. Ms. [redacted] may send the billing statement, to my attention, via facsimile to [redacted] , or via an email to [redacted] @T-Mobile.com. Upon receipt and review of the documents, a refund will be issued to Ms. ***. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P [redacted] Executive Response

June 20, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 12, 2017 regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] - [redacted] continues to have concerns regarding her handset return. As shared in our previous correspondence to your office, though we do not show receipt of Ms. [redacted] - [redacted] ’s handsets, we processed the return on good faith that the handsets were being returned. This was done on June 12, 2017 at which time a refund was issued to the original form of payment of $167.98 per handset. As we processed the return, a notification was sent to Ms. [redacted] - [redacted] notifying her of the return being processed even though we are not in receipt of her handsets. As we also advised, Ms. [redacted] - [redacted] should have allowed seven to ten days from June 12, 2017 to receive her refund. If Ms. [redacted] - [redacted] has still not received her refund, she may contact me at the number below. We regret any inconvenience to Ms. [redacted] - [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. David T [redacted] Executive Response