T-Mobile USA

August 9, 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc.... (“T-Mobile”) is in receipt of your correspondence dated August 2, 2016, regarding the above-referenced account. T-Mobile regrets any Change of Responsibility (“COR”) concerns Ms. [redacted] has experienced. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate that on June 5, 2016, Ms. [redacted] ’s mobile numbers ending in [redacted] and [redacted] were transferred from the account number [redacted] to account number [redacted] . After the transfer was complete, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung J7 handsets. 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 installments. T-Mobile investigated this matter and found that the COR for Ms. [redacted] ’s mobile numbers ending in [redacted] and [redacted] was processed on June 24, 2016. As of that date, Ms. [redacted] was no longer financially responsible for the mobile numbers ending in [redacted] and ***. It is important to note that the above-mentioned EIP balances were not transferred to the new account at the time of the COR. When the account was canceled on June 24, 2016, the remaining EIP balance of $459.98 was accelerated and posted to the final billing statement dated July 7, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Nevertheless, on August 8, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $459.98 to the account number [redacted] for the remaining EIP balances for the two Samsung J7 handsets. Account number [redacted] remains closed with a zero balance. Additionally, T-Mobile issued a courtesy credit of $136.00 to account number [redacted] . Account number [redacted] currently reflects a credit balance of $136.00. 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. William B [redacted] Executive Response

April 6, 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 a letter dated March 29, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns Mr [redacted] experienced in regards to the above-referenced accountT-Mobile records confirm that on November 20, 2016, Mr [redacted] activated a postpaid account with four voice lines of serviceAt the time of activation Mr***’s account was subscribed to the T-Mobile ONE rate planIt is important to note that from November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or a qualifying Simple Choice rate plan could get up to two additional lines for free Although T-Mobile records confirm that Mr***’s account qualified for two voice lines free offer, due to an inadvertent error, Mr***’s account has only received one credit of $per billing cycle since the date of activationPlease note that due to system limitations T-Mobile is unable to provide Mr***’s account with the monthly promotional credit of $per monthTherefore, on February 28, 2017, T-Mobile applied a credit of $to Mr***’s account, for the $credit Mr***’s account should be receiving for a 24-month termAs Mr***’s account had a balance owed of $195.88, for the billing cycle charges from February 21, 2017, through March 20, 2017, the credit brought Mr***’s account to a credit balance of $Mr [redacted] has accepted this as a 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

Complaint: [redacted] Date Sent: 5/27/12:13:AMComplaint: [redacted] I am rejecting this response because:when we signed up for the 4th line the agent at T-Mobile assure of more discounts on our 4th line added than what we had previouslythe agent never told us it was a months commitment plan we had on the Samsung on device and if calls are recorded as they state I would like to hear them all!!!when I called recently and spoke to an agent that was based in phoenix he stated that T-Mobile will keep charging me for my service and lines each month since I decided not to cancel my service that I just transferred my service, so the agent was giving me additional charged that were added recently and I was even more upset!!4.I have tried getting hold of Mercedes V [redacted] via email I have had no response so it looks like she doesn't receive email responses and I will attach you the email I sent her on April 18th that I did not get a respond from her yetshe may have called me during her time zone but as far as my time zone I may be sleeping and I don't answer my phoneI have made a payment of $as am to the point were I don't seem to some how finish from T-Mobile and cut all ties so I can move on every time I call I get a different answers and more additional charges are been addedplus I don't want them to send me to collection I have had them for over years and this is how my service will end with them so to me this business is appallingmy husband have been tying to call Mercedes V [redacted] but she was away for few days and we have not contacted her since she's been backI just want this nightmare with T-Mobile to end I work a part time job and my husband does not have a job he looks after my years old son, I don't make much money so there fore I cannot afford to pay this balance off at 1x I need to make a living and also try and pay T-Mobile off in an installment as much as I cansorry I am not been able to attach the email if you can give me an email and I can forward it to that would be greatSincerely, [redacted]

October 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 27, 2016, regarding the above-referenced account We regret to hear that [redacted] is having any complications with their deviceT-Mobile records indicate that on September 23, 2015, the [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG Stylo EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installments At the time of purchase, they were not required to make a down payment; however, they agreed to pay for the taxes on the full retail price The [redacted] then agreed to a series of monthly installments in the amount of $12.09, which appeared on the first bill following the purchase of the device By purchasing T-Mobile equipment, [redacted] received a one-year Limited Warranty provided by the manufacturer of their device During the Limited Warranty period, [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device 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 which can be new to like new, 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 On September 16, 2016, a handset replacement was ordered for the [redacted] ’s non-working handset, and it was shipped to them on September 17, Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed Although, it was disclosed and accepted by the [redacted] to complete the handset exchange and return the defective unit, T-Mobile is willing to allow them to keep the defective device and waive the non-return fee; however we will need to block the International Mobile Equipment Identifier (“IMEI”) from being able to be used Should the [redacted] prefer to return the like new replacement that was ordered on September 16, 2016, as a one-time courtesy T-Mobile is willing to provide our customer with a brand new replacement device, the LG Stylo2, at no costIn exchange our customer would be required to return both the defective LG Stylo as well as the like new replacement device ordered on September 16, However, it is important to note that going forward should our customer’s device need to be replaced through our limited warranty program, as indicated above, a new or like new device will provided in exchange for their non-working device If the [redacted] would like to take advantage of either of these offers, they may contact me directly in writing at the address listed belowT-Mobile will leave both options open for a period of days from the date of this letter 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

August 4, 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 27, 2017, regarding the above-referenced accountPlease be advised that the T-Mobile account holder of records is [redacted] and [redacted] has been designated as an authorized userPlease also note that T-Mobile has made attempts to contact [redacted] via the phone number and e-mail address provided in her correspondence to your office which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns in this letter T-Mobile regrets any billing concerns [redacted] and [redacted] have experiencedT-Mobile records indicate [redacted] started service with two lines on December 17, 2016, and selected our T-Mobile ONE rate plan for $for two lines of service, and subscribed to our JUMP! feature for $per month, per lineAdditionally, our records indicate [redacted] purchased two Apple iPhone Plus handsets using our Equipment Installment Plan (“EIP”) offeringAt the time of [redacted] ***’ purchase, she was required to make a down payment of $per handset, and agreed to monthly installments of $per handset Review of the account confirms that from the dates of January 17, 2017, through July 6, 2017, the account was suspended for non-payment on seven different occasionsPursuant to T-Mobile policy, if an account is suspended for non-payment and later restored, a fee of up to $plus applicable taxes per line may be charged to the accountHowever, as a courtesy, T-Mobile has issued credits of $for two to the restore from suspend fees charged Furthermore, [redacted] was sent a billing statement dated July 18, 2017, in the amount of $668.76, which consisted of a past due balance of $652.83, as well as prorated monthly recurring charges for services while the account was suspended from July19, 2017, through August 18, 2017, of $ Following a conversation with our Customer Care on July 27, 2017, T-Mobile agreed to restore services to the account following a payment of $and agreed to the following payment arrangement for the remaining balance of $344.90; a payment of $to be made on August 3, 2017, and a payment in the amount of $to be made on August 17, As of the date of this letter, the account remains active with the abovementioned payment arrangement scheduled T-Mobile would like the opportunity to resolve this matter amicably with [redacted] ***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matterT-Mobile regrets any inconvenience to the ***’ and we appreciate the opportunity to address their 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 Ronnie A [redacted] Executive Response

April 5, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record for the cancelled business account number [redacted] is [redacted] and the account holder of record for the active account number [redacted] is [redacted] ***, and [redacted] is an authorized user of each account T-Mobile has reviewed the correspondence received from Ms [redacted] with regard to the former T-Mobile business account number [redacted] Our review found that the account was activated on January 4, and cancelled on March 10, by our Risk Assessment Team when it was determined to pose an unacceptable risk to T-MobileUpon investigation of the identification information provided at activation, T-Mobile found that it could not be validatedFurthermore, records indicate on March 3, 2017, Ms [redacted] attempted to activate the account number [redacted] under her own personal information to include the move or transfer of her ported numbers and her handsets purchased with T-Mobile’s Equipment Installment Plan (“EIP”) offering; however, on March 10, our Risk Assessment Team also cancelled the new account as an unacceptable risk due to the association with the previous account Please be advised as four handsets were purchased with the EIP offering on the previous account, upon the cancellation referenced above, the corresponding International Mobile Equipment Identifiers (“IMEI”) numbers, were blocked from use on T-Mobile’s network as well as most other wireless carriers’ networks Nevertheless, in an effort to amicably resolve Ms***’s concerns and upon further review and verification of her personal account, T-Mobile offered to resume the account number [redacted] , remove the IMEI blocks for all four handsets, completed the transfer of her mobile phone numbers, and resumed three of the EIPs with their originally agreed upon requirements and monthly installmentsAdditionally, T-Mobile waived the EIP balance for the fourth Samsung ONhandset and applied a $credit to the active account to return it to a zero balanceMs [redacted] accepted this offer as resolution 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***’s recent contact with our retail location and 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 Kimo C [redacted] Executive Response

April 8, 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 April 2017, regarding the above-referenced account 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] experience with our Executive Response Team T-Mobile records indicate that on December 5, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Gear SSmartwatch Mr [redacted] was not required to make a down payment; however, he agreed to pay for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $ Please be advised that T-Mobile spoke with Mr [redacted] on April 7, and explained our position as stated in our previous correspondence to your office on April 3, with regard to his coverage and his most recent billing statementAdditionally, Mr [redacted] reported sending the Samsung Gear SSmartwatch to T-Mobile and requested to have the device removed from his accountIt is important to note that T-Mobile does not have any record reflecting the Samsung Gear SSmartwatch being scanned into our return warehouse As a courtesy, and in and an effort to amicably resolve this matter, T-Mobile removed the Samsung Gear SSmartwatch from Mr [redacted] ’s account on April 7, Additionally, T-Mobile issued a credit to the account in the amount of $for the most recent billing statement EIP charge for the Samsung Gear SSmartwatch bringing the account balance to $Mr [redacted] has accepted this as resolution to his concernsT-Mobile regrets any inconvenience to Mr [redacted] T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher R [redacted] Executive Response

December 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 22, 2015, 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 letterT-Mobile regrets any misunderstanding about our reimbursement programAs Mr [redacted] mentions in his correspondence, he elected to participate in T-Mobile’s reimbursement program whereby early termination fees from other carriers are reimbursed upon switching to T-MobileThere are several eligibility requirements that new T-Mobile customers must meet in order to receive their reimbursementOne of those requirements is that a reimbursement form and a final billing statement are submitted to T-Mobile at www.switch2t-mobile.com within two (2) months of activationT-Mobile records indicate that on July 25, 2015, T-Mobile received a submission for the mobile number ending in ***Unfortunately, the submission did not reflect the amount that was charged to Mr [redacted] by the previous carrier in relation to the mobile numberTherefore, on July 27, 2015, Mr***’s submission was declinedAdditionally, T-Mobile records indicate that no submission was received for any other mobile numbers on Mr***’s accountNevertheless, although it is outside the day period provided to Mr [redacted] to submit the required documentation, in an effort to amicably resolve the matter, T-Mobile will extend the original offer to Mr***Mr [redacted] will need to submit an itemized billing statement within days of this letter, directly to the Executive Office, reflecting the mobile numbers ending in ***, ***, ***, ***, and/or [redacted] and the corresponding early termination fees that were charged by his previous service providerMr [redacted] may email the documentation to [redacted] or he may mail it directly to my attention at: [redacted] Upon receipt of Mr***’s submission, T-Mobile will review the charged amounts and determine the reimbursement amount due to Mr***Once approved T-Mobile will mail Mr [redacted] a prepaid Visa card, directly to the billing address in the amount owedShould Mr [redacted] wish to discuss this matter further he may contact me directly at the number listed belowBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

August 15, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 5, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Mr [redacted] satisfactionT-Mobile is delighted that Mr [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier familyWe regret hearing of Mr [redacted] concerns with our Carrier Freedom promotion and the status of his submissionAs Mr [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, collectively known as Carrier Freedom have been overwhelmingly successfulFor 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-inThe second payment 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 to the prior carrier and subtracting the amount already paid for the trade-inIt is important to note that not all locations are able to directly accept tradevicesSome locations, like the one at which Mr [redacted] processed his upgrade, require that the customer mail the eligible device being tradto a return centerIn these instances, the retail representative inspects the device and provides information as to the amount of the potential travalue of the device based upon its condition at the time of inspectionThe customer is then presented with the terms and conditions of the traand if the customer is agreeable, the retail location 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 inspectionT-Mobile records reflect that on June 11, 2016, Mr [redacted] was issues a pre-paid mailing label to mail his trahandsets to our warehouseT-Mobile records further confirm that on June 16, 2016, both handsets were received by our warehouseIt should be noted that a tracredit in the amount of $was applied to Mr [redacted] account for the two handset’s received leaving the account in an active state with a revised credit balance $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, INCJames H [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I had reached out to Ronnie via email with no reply and also left voicemail with no responseI do not accept the offer because it doesn't have anything to do with a past due balance because all balances were up to dateI feel it a cop out on the company behave using my personal credit card as a feel will I want my entire bill or at least half for the consistent error on they behalf and on top of that acknowledgement of wrongdoingIt's only right Sincerely, [redacted] ***

July 26, 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 20, 2017, regarding the above-referenced account T-Mobile regrets any continuous concerns Ms [redacted] has regarding a mobile device unlock requestAs stated in our correspondence to your office dated June 29, 2017, Ms [redacted] was provided with an unlock code and mobile device unlock instructions for her deviceHowever, upon speaking with Ms [redacted] on July 24, 2017, she mentioned she has been unable to successfully unlock her deviceIn an effort to amicably resolve this matter T-Mobile recommended Ms [redacted] to visit a T-Mobile retail location to assist her in completing her mobile device unlockMs [redacted] should also not continue to attempt unlocking the device herself as there is the possibility that it will be permanently locked and the code will no longer workMs [redacted] accepted this direction and next steps as resolutionT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

September 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 1, 2015, regarding the above-referenced account T-Mobile is pleased to report that we have resolved this matter with Mr [redacted] to his satisfaction We regret any inconvenience Mr [redacted] experienced with his Sony Xperia handset On January 20, Mr [redacted] purchased a Sony Xperia Z handset which included a one-year Limited Warranty provided by the manufacturer of the device During the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program 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 On September 1, 2015, our office contacted Mr [redacted] and due to fact that Mr [redacted] has replaced his handset several times and continues to remain unsatisfied, as a courtesy, T-Mobile has agreed to allow Mr [redacted] to return the Sony Xperia Zhandset to our office Upon receipt of the device is acceptable working condition along with the charger T-Mobile will apply a credit of $to the current Equipment Installment Plan (EIP), which will remove this charge completely from his account We recommend that Mr [redacted] send the device via a traceable carrier ( [redacted] ***), request a tracking number when shipping and include his account information in the box to ensure proper credit is given to the correct account In order to take advantage of this offer, the package must be post marked by September 30, Mr [redacted] has been advised to send the equipment to: T-Mobile USA, Inc Attn: Alberto V [redacted] Albuquerque, NM Mr [redacted] has accepted this offer as a resolution to his concerns T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Very truly yours, T-MOBILE USA, INC Mercedes B [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I have reached out to the contact and we have been unable to successfully reach the agentThe issue still comes to that my decisions were based on the information given by the representative in the store which were inaccurate at bestthe contracts entered were made based on informationHad I been told the truth there would not be an issue It is true part of my issue has been resolved reinstating my plan to the lower costAs the additional line added was never needed or asked for.This line has been canceledHowever there is still the issue of the phone purchase that was made when it was not neededI hope to be able to talk to the TMobile customer service representativeI will reach out again to the provided customer service 4/in hopes to sync with them Sincerely, [redacted]

May 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 20, 2017, regarding the above-referenced accountT-Mobile is pleased to report to your office that upon speaking with Mr [redacted] , he confirmed that this matter is resolved to his satisfaction T-Mobile regrets to hear of any concerns that Mr [redacted] experienced regarding our September iPhone Trade UpOn September 9, 2016, and only for a limited time, customers who purchased a new iPhone Plus 128GB on an Equipment Installment Plan (“EIP”) and tradtheir fully paid iPhone or newer, from any carrier would receive a tracredit and also monthly EIP bill credits to reduce the cost of the new iPhone Plus 128GB On September 9, 2016, Mr [redacted] submitted an upgrade for the Apple iPhone Plus 128GB to take part in the offerAs Mr [redacted] traded in his Apple iPhone Plus 64GB , he was eligible to receive a total promotional value of $in credits; $travalue in the form of a bill credit, and $through monthly bill creditsUpon review of the account, T-Mobile confirmed that Mr [redacted] has received the $tracredit, on October 14, 2016, and has been successfully enrolled in the monthly credits of $for months Although it’s T-Mobile’s position that Mr [redacted] is receiving the full value of the above-referenced promotional offer, in an effort to amicably resolve the matter, T-Mobile issue Mr [redacted] account with a one-time account credit of $70.00, reducing his current balance to $6.31, which is due on May 1, Pursuant to our conversation, Mr [redacted] confirmed the matter is resolved and has no further concernsT-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 Adrianne F [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: l personally emailed all the requested documents to the email stated and l was not given an alternative to continue with service? Sincerely, [redacted]

June 1, 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 May 25, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms [redacted] experienced with her equipmentT-Mobile records reflect that Ms [redacted] purchased an LG Ghandset on February 17, By purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her LG Gvia T-Mobile’s Handset Exchange ProgramAlternatively, Ms [redacted] can replace her LG Gthrough a post-exchange program 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 damageCurrently, Ms [redacted] is eligible to receive the same model device as replacement through our Handset Exchange ProgramIn an effort to amicably resolve this issue, T-Mobile has mailed Ms [redacted] an iPhone 16GB to replace her LG Gat no costIncluded in the box is a return label for Ms [redacted] to send the non-working LG Gback to our officeMs [redacted] must return the non-working LG Gwith the included mailing label within days of receiving the iPhone If the LG Gis not received within days, Ms***’s account will be assessed a $non-return feeFinally, Ms [redacted] must return her LG Gin good condition, without physical or liquid damageBased 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

October 9, 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 2, 2015, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Mr [redacted] satisfactionT-Mobile regrets any inconvenience Mr [redacted] has experienced with T-Mobile’s Carrier Freedom programIt is important to note T-Mobile will reimburse a customer their previous carrier’s device payment plan minus the travalue of their equipmentT-Mobile records confirm that Mr [redacted] was reimbursed a total amount of $on September 10, 2015, and was credited $for his device tradand applied toward his down payment owed at the time of purchaseAs a result that amount was not included in his mailed reimbursementT-Mobile sincerely apologizes if this process was not explained in full to Mr***In an effort to amicably resolve this matter for Mr [redacted] on October 9, 2015, T-Mobile refunded Mr [redacted] $for the remaining balance on his [redacted] billWe ask that Mr [redacted] allow seven to ten business days to receive his refund in the form of a prepaid debit card in the mailUpon speaking with Mr [redacted] he accepted this as resolution to his issueBased 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, INCZachary S [redacted] Executive Response

September 27, 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 22, 2016, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Ms [redacted] , which was proven unsuccessfulAs such, T-Mobile will make every effort to address her concern within this letter to her satisfactionT-Mobile regrets any concern Ms [redacted] has experienced in regards to her handset upgradeT-Mobile records confirm that on July 8, 2016, Ms [redacted] purchased a Samsung Galaxy Son T-Mobile’s Equipment Installment Plan (“EIP”) optionEIP is a purchase option that T-Mobile offers customers to purchase handsets over monthly billed installmentsAt the time of purchase Ms [redacted] agreed to monthly billed installments in the amount of $Due to an inadvertent error, Ms [redacted] was shipped a Samsung Galaxy Swith a blocked IMEI which does not allow the handset to be activated or usedOn July 14, 2016, T-Mobile placed a secondary order for a Samsung Galaxy Sto replace Ms [redacted] ’s handset with one that did not have the IMEI blockedIn turn, Ms [redacted] was to return the original Samsung Galaxy Sback to T-Mobile’s return centerRegrettably, our records do not confirm that Ms [redacted] ’s original Samsung Galaxy Swas returnedHowever, in an effort to amicably resolve this matter, on September 22, 2016, T-Mobile closed the remaining EIP balance of the original Samsung Galaxy Sand has adjusted the two billed monthly installments of $leaving a balance of $due immediatelyT-Mobile regrets any inconvenienceBased 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, INCOscar T [redacted] Executive Response

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] - [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 14, 2017, regarding the above-referenced account Please be advised that [redacted] and [redacted] - [redacted] is the same personT-Mobile is pleased to report that we spoke to Ms [redacted] and she confirms that her concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] ’s has in regards to her account Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s contact with our Customer Care or retail location T-Mobile records indicate on April 21, 2015, Ms [redacted] ’s qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S32GB handset T-Mobile records reflect that Ms [redacted] ’s was not required to remit a down payment; however, she agreed to a series of monthly installments in the amount of $added to her monthly billing statement It is important to note that should service be cancelled prior to the terms of an EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statement On October 1, 2015, T-Mobile records indicate that Ms [redacted] ’s account was canceled pursuant to her requestThe final billing statement issued November 2, 2015, reflected a balance of $due by November 22, This balance consisted of a past due balance of $which Ms [redacted] paid on November 2, 2015, which reduced the final billed charges to $for the remaining EIP charges T-Mobile record confirms that we received the Samsung Galaxy S32GB handset on December 21, However, As Ms [redacted] returned the handset outside of the day return period that T-Mobile provides the balance was not removed from her account In effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $bringing the account to a zero balance In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account Please note that it may take up to days for the credit report to be updated 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 Nicole C [redacted] Executive Response

May 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] ***- [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 May 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that [redacted] ***- [redacted] is the account holder of recordT-Mobile is pleased to advise that we have contacted Ms***- [redacted] and resolved the matter to her satisfaction T-Mobile regrets any concerns Ms***- [redacted] has experienced regarding international usage charges assessed to her accountBased on T-Mobile’s review, we have confirmed that the international rates for Ms***-***’s T-Mobile ONE rate plan, when using her services in the United Kingdom, are $per minute when using voice calling and unlimited text messaging and data accessFurthermore, the T-Mobile ONE rate for using services in Nigeria are $per minute when using voice calling, $per text message sent, and $per megabyte of data usedPlease be advised that customers may check the international usage rate for any country by visiting www.T-Mobile.com/international Records confirm that during Ms***-***’s May billing period, international usage charges totaling $were assessed to her account for usage while travelling in the United Kingdom and NigeriaWhile it is T-Mobile’s positon that the charges are valid, on May 15, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $for a portion of the above-referenced international usage charges Nevertheless, in a continued effort to amicably resolve the matter and upon speaking to Ms***-***, on May 22, 2017, T-Mobile agreed to apply an additional credit in the amount of $toward Ms***-***’s account for the remaining international usage charges from the May billing statementPursuant to our conversation, Ms***- [redacted] confirmed the matter is resolved and she has no further concerns Ms***-***’s account remains active with a balance of $which consists of monthly access charges, monthly Equipment Installment Plan ("EIP") installments, monthly JUMP! On Demand ("JOD") lease installments, applicable taxes, and fees from the billing statement dated May 8, 2017, which is due on May 28, T-Mobile regrets any inconvenience to Ms***-*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response