T-Mobile USA

June 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 May 22, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent contact with our Customer Care Between November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us promotion to new or existing customers like Mr***To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountPlease note that the credits will continue so long as Mr***’s account keeps the voice lines active T-Mobile records confirm that on November 21, 2016, Mr [redacted] activated the mobile numbers ending in [redacted] and ***, which were replaced by numbers ported in from another service provided on December 1, Unfortunately, our records confirm that at the time of activation, Mr [redacted] was subscribed to a specific Simple Choice family plan which was not eligible for the Friends and Family lines On Us promotion However, on June 2, 2017, Mr [redacted] changes his rate plan to our T-Mobile One tax inclusive rate plan and will now start receiving his monthly discount for the two additional linesAs an additional courtesy, on June 2, 2017, T-Mobile issued a credit of $equal to the last six months of charges for new lines of service, which has left Mr***’s account with a credit balance of $Additionally, T-Mobile has offered to follow up on Mr***’s account for the next two billing cycles to ensure that he receives his creditsMr [redacted] has accepted this offerT-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 Chris L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I have the text message where they are telling me that it was and I did called them and the told me that I needed to keep my phones and then I was told that I could make arrgagements and then I was told no I could not and then they kept taking money out of wrong account Sincerely, [redacted] ***

May 2, 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 April 21, 2016, regarding the above-referenced accountT-Mobile regrets any billing concerns Ms [redacted] has encountered on her T-Mobile accountT-Mobile records indicate that Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”)EIP is a payment option that allows eligible customers to purchase handsets by making a down payment, if required, at the time of purchase and agreeing to pay the remaining balance in installmentsOn October 14, 2014, Ms [redacted] purchased an Apple iPhone 5S 16GBMs [redacted] was not required to make a down payment; however, she agreed to monthly installments in the total amount of It is important to note that not all locations are able to directly accept tradevicesSome locations, like the one at which Ms [redacted] processed her upgrade, required her to mail the device being tradto a return centerIn this instance, the retail representative inspected the device and provided information as to the amount of the potential credit travalue of the device based upon its condition at the time of inspectionMs [redacted] was then presented with the terms and conditions of the traand once Ms [redacted] accepted the term the retail location then provided a mailing label and shipping envelope for the deviceCustomers are able to receive their upgrade device on EIP while the trais being processedOnce received, it is again inspected and if found to be in acceptable condition, the agreed traamount is added as a credit to the accountOn September 19, 2015, Ms [redacted] purchased an Apple iPhone 6S 64GB, she was required to make a down payment in the amount of $and agreed to monthly installments in the total amount of $for the handsetsMs [redacted] elected to traher the iPhone 5S 16GB for a tracredit of $On October 6, 2015, a tracredit of $was applied to Ms***’s accountPlease note the tracredit was not applied directly to the remaining EIP balance of $of the iPhone 5S 16GBMs***’s account continued to be assed her monthly installment of $for the iPhone 5S 16GB and $for the iPhone 6S 64GBOn December 7, 2015, Ms [redacted] was issued credits totaling $to her accountThey were not applied to her EIP balance for the iPhone 5S which reflected a balance of $at that timeMs [redacted] continued to be assed her monthly installment of $for the iPhone 5S 16GB and $for the iPhone 6S 64GBOn April 13, 2016, T-Mobile closed Ms***’s EIP balance of $for the iPhone 5S bring the EIP balance to zeroOn April 25, 2016, T-Mobile spoke to Ms [redacted] and applied a credit of $to her account, her account then reflected a balance of $T-Mobile confirmed with Ms [redacted] that her open EIP for the iPhone 6S 64GB should not be closed since she did not make any additional payments toward the balance and that the remaining balance for the handset was $Ms [redacted] was satisfied with the resolution and had no additional concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCRobert R [redacted] Executive Response

Tell us why here October 12, 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 September 29, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets any concerns to Mr [redacted] with regards to coverage issues he has been witnessing with his non-T-Mobile branded handsetT-Mobile records confirm that Mr [redacted] is using a non-T-Mobile branded Samsung Galaxy Note deviceIt should be noted that while an unlocked Samsung Galaxy Note from another carrier should work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked Samsung Galaxy Note worked on our network; however, certain advanced features may work sporadically or not at allWe regret any inconvenience Mr [redacted] has experienced In an effort to amicably resolve this matter, on October 9, 2017, T-Mobile sent Mr [redacted] a Certified Pre-Owned Samsung Galaxy Note handset which should be delivered to his billing address within one to three business daysPlease note that Mr [redacted] will not be charged for the above handset as long as he returns his non-T-Mobile Samsung Galaxy Note to the address below by October 30, Executive Response Team Attention: Cesar R Menaul BlvdNE Albuquerque, NM Please note that if Mr [redacted] does not return his non-T-Mobile branded Samsung Galaxy Note device, he will be charged $for the T-Mobile Certified Pre-Owned Samsung Galaxy Note handsetT-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to usWe also ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset 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 our retail location Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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

Complaint: [redacted] I am rejecting this response because:T mobile is good at twisting the truth dollars is a long ways from dollars she claim to owe.I received two phone here in carolina and my grand in oregon received later as part of the deal My son turned in phone to complete the deal almost new.Auto pay never discuss if I did if so T mobile would never turn off my service if they had my card infoYou would just took your moneyI never new when the bill was dueWent their in jan to pay bill and was told computer was jammed wait til feb Went back in feb big over inflated bill dollars She stated plan was cancelled due to none payment If enrolled in auto pay do I need to pay in person See t mobile commercials air today what being advertised sounds good but will trick you Never received no tablet from t mobile but was charged for one and a line Grand daughter phone never workedTold them several time never removed the charges.Free unlimited text and data not true t mobile lure in and do not keep their part of the deal.Where are my phones nothing you say is true Sincerely, [redacted]

March 22, 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 13, 20174, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Ms [redacted] regarding her efforts to take advantage of our promotional Apple iPhone offerBetween September 9, 2016, and September 25, 2016, we offered our iPhone Trapromotion wherein eligible customers could purchase a new iPhone 32GB, finance the device through the Equipment Installment Plan (“EIP”) and tratheir fully paid off iPhone from any carrier to receive monthly EIP bill credits and a trade in credit to reduce the total cost of the new iPhone T-Mobile records indicate Ms [redacted] traded in an Apple iPhone in gold which was received and processed on November 18, Unfortunately Ms***’s Apple iPhone in grey was processed and was found to have the FMIP feature still activeAs such, Ms***’s mobile number ending in [redacted] would not qualify for the Apple iPhone Traoffer as this is a requirement of the promotion Furthermore T-Mobile’s review found that Ms***’s mobile number ending in [redacted] was not initially identified as a qualifying line for the promotional bill credits as part of the Apple iPhone Traoffer In an effort to resolve Ms***’s concerns, T-Mobile ended the EIP loan for one of the iPhone devices, which created a charge of $on Ms***’s account, which we advised would be adjusted from her account prior to being billedHowever due to an inadvertent error, T-Mobile did not initially apply a credit to offset Ms***’s prepayment charge of $ In an effort to amicably resolve this matter, T-Mobile closed Ms***’s two EIP’s for her two Apple iPhone Plus handsetsFurthermore, T-Mobile has applied a total adjustment $1,towards Ms***’s EIP loans for her two Apple iPhone Plus handsetsMs***’s out pocket cost totals $for her two handsetsAs such, Ms***’s out of pocket cost is less than the promotional offer providedMs [redacted] presently has a credit balance of $which will be applied to her next bill due on April 11, 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 Customer Care team Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our 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 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 28, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] encountered in regards to her Mobile Internet line ending in *** T-Mobile records indicate on November 21, 2014, Ms [redacted] activated a mobile internet line of service to her existing accountAt that time the mobile internet line was activated, T-Mobile was offering our Black Friday Get a Tablet On Us promotionThis offer allowed customers who activated or upgraded a Simple Choice Mobile Internet plan to receive an Alcatel One Touch Poptablet for free after monthly bill creditsRecords do confirm that Ms [redacted] took advantage of this promotion and an Alcatel Tablet was added to the account following the activation of the mobile internet line ending in *** At the time of activation, the mobile internet line was placed on a Simple Choice North America Match your phone data up to 5GB plan for $a monthFrom November 21, to August 23, 2016, the mobile internet line ending in [redacted] continued to receive monthly bill charges of $On August 11, 2016, the line was moved to a $5GB mobile internet planMs [redacted] had existing voice lines which qualified her for a $monthly discount On March 27, 2017, Ms [redacted] contacted Customer Care and requested to have mobile internet lines ending in [redacted] canceledUpon further review our records confirm no previous requests for cancelation was made Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within days of T-Mobile providing notice of the chargesOutside of T-Mobile policy and as a one-time exception to resolve this matter T-Mobile has offered a credit of $which would be equivalent to six months of the disputed usage charges for the mobile internet lineIf Ms [redacted] would like to accept this offer we respectfully request that she contact me within days of the date of this letter, directly at the number below Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Jamen F [redacted] Executive Response

September 21, 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 16, 2017, regarding the above-referenced account. T-Mobile regrets and concerns that Mr. [redacted] has regarding his 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] recent contact with our Customer Care Team. T-Mobile records reflect that Mr. [redacted] activated the account with five lines of service on March 31, 2017. As indicated in Mr. [redacted] letter to your office, he indicates he was intrigued by the $200.00 bill credit per line port-in offer that T-Mobile was offering at the time. Per our terms and conditions, the port-in credit was to be applied as a bill credit. Our records confirm that Mr. [redacted] did in fact qualify for the $200.00 port-in offer per the line of service promotion and on May 24, 2017 and June 22, 2017, T-Mobile applied in full $1000.00 in bill credits for the five lines. Therefore, it is T-Mobile position that Mr. [redacted] was provided all the appropriate bill credits to honor the port-in offer. Please be advised that since the date of activation on March 31, 2017, Mr. [redacted] had incurred monthly services charges totaling $739.57. On May 9, 2017, T-Mobile records confirm that Mr. [redacted] remitted a payment in the amount of $303.00; however, on August 21, 2017, T-Mobile refunded this payment and the funds were placed back into Mr. [redacted] ’s bank account. As mentioned above Mr. [redacted] incurred a total of $739.57 in monthly service charges and as he received $1000.00 in port-in bill credits, this would leave Mr. [redacted] eligible to receive a credit balance refund in the amount of $260.43. As such, T-Mobile issued Mr. [redacted] prepaid refund card in the amount of $260.43, which will be delivered to the address he provided in his letter to your office. Please note that it can take seven to ten business days for the prepaid refund to be delivered. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Daniel L [redacted] Executive Response

May 9, 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 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced with his handset returnOn November 25, 2016, Mr [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of a Samsung Galaxy Sgigabytes (“GB”) handset with International Mobile Equipment Identifier (“IMEI’) number [redacted] under the line ending in At the time of purchase, Mr [redacted] trada Samsung Galaxy S64GB handset for a travalue of $which was used to pay the taxes on the purchase and the remaining $was applied as a bill credit to the accountAlso, Mr [redacted] agreed to a series of monthly installments in the amount of $ Following, on December 31, 2016, Mr [redacted] activated the mobile number ending in and again took advantage of a separate EIP with the purchase of a Samsung Galaxy S32GB handset bearing IMEI number [redacted] under the newly activated lineMr [redacted] paid the sales taxes of $and accepted monthly installments of $ Upon review, the Samsung Galaxy Shandset with IMEI number [redacted] is in use under the line ending in and the Samsung Galaxy handset with IMEI number [redacted] was confirmed received on January 25, 2017, by T-Mobile In an effort to amicably resolve this matter, on May 6, 2017, T-Mobile closed the remaining EIP balance for the Samsung Galaxy Shandset with IMEI number [redacted] and will credit its remaining balance once the charge reflects on Mr***’s accountAdditionally, credits totaling $113.25, for the previously billed Samsung Galaxy SEIP monthly installments, were issued to the accountAs a gesture of goodwill, an additional credit of $was issued to the account bringing the account to a zero balanceWe regret any inconvenience to Mr [redacted] and appreciate his business Please be advised that Mr***’s is subscribed to the T-Mobile ONE Two Lines All Inclusive rate plan for $per monthAdditionally, he has two active EIP for one Samsung Galaxy Sgigabytes (“GB”) handset and one iPhone 1268GB handset with monthly installments totaling $As Mr***’s account is enrolled into AutoPay, he receives a $per line AutoPay discount per monthAlso, the account is enrolled into the November Samsung Galaxy Soffer and receives a promotional EIP bill credit of $per monthBased on the above, Mr***’s estimated monthly recurring charges are $including bill credits, taxes, and fees 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 Aika A [redacted] Executive Response

August 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have experienced in regards to our QApple PromotionPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during any of Mr [redacted] ’s contacts in any of our store locations or with Customer Care Available from March 3, 2017, through March 9, 2017, the QApple Promotion was an offer that enabled eligible customers to purchase an iPhone Plus 128GB handset for the cost of $after instant traand marebateIn order to be eligible for the offer, customers were required to purchase a qualifying iPhone on our Equipment Installment Plan (“EIP”), port in a number from another provider, traa qualifying device, and subscribe to an eligible Unlimited Data feature T-Mobile records indicate that on March 5, 2017, Mr [redacted] purchased an iPhone Plus 128GB handset on EIP for use on the mobile number ending in ***As T-Mobile records indicate that Mr [redacted] did not port in a number, nor did he have a qualifying Unlimited Data feature, he was not eligible for the rebateAs Mr [redacted] did not meet the promotional requirements, it is T-Mobile’s position that a rebate was not issued for the QApple Promotion Nevertheless, upon speaking to Mr [redacted] on August 2, 2017, T-Mobile agreed to absolve Mr [redacted] of the remaining balance of his iPhone Plus 128GB handset by issuing a credit in the amount of $in an effort to amicably resolve 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 Anthony M [redacted] Executive Response

August 16, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has experienced with regards to the “iPhone Trade-Up” promotional offer Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information We apologize if any T-Mobile employee failed in any way to display that during Ms***’s contact with our Customer Care On September 9, 2016, T-Mobile began offering a phenomenal “iPhone Trade-Up” offer for new and existing postpaid customers who tradtheir fully paid off Apple iPhone or above handset Customers that purchased a new Apple iPhone 32GB handset on an Equipment Installment Plan (“EIP”) and tradtheir fully paid off Apple iPhone from any carrier will receive a onetime trade in credit as well as monthly EIP bill credits to reduce the total cost of the new Apple iPhone handset Please be advised that those that traan Apple iPhone 6, Plus, 6S, or 6S Plus handset will receive the phone at no cost after a tracredit and monthly EIP bill credits; customers that trade in the Apple iPhone 5, 5C, 5S, or SE handset will receive the handset at a final cost of $Please note that the traded in device must be traded in in good working and physical condition to receive full trade in credit Should customers choose the Plus size model there is a cost increase of $It is important to note that should a customer choose a larger memory variant of the Apple iPhone or Apple iPhone Plus the cost will increase in increments of $with each memory variant Additionally, the tradevice must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabledIf the above requirements are not met the customer will not qualify for the promotion Please be advised that if a customer elects to cancel their account prior to the end of the month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement T-Mobile records indicate that on September 9, 2016, Ms [redacted] submitted a traof one Apple iPhone 16GB handset and received a $trade in credit for this device on October 9, Ms [redacted] also submitted a traof one Apple iPhone Plus 64GB handset and received a $trade in credit on November 20, Records also indicate a trade in of an Apple iPhone handset which due to an inadvertent error was rejected by our system causing the missing tracredit In a conversation with Ms [redacted] on August 8, 2017, T-Mobile has agreed to issue a onetime $credit toward her account balance in order to compensate for the missing trade in creditPlease note that this credit reflected as a $account credit balance on Ms***’s account 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 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 Thania R [redacted] Executive Response

January 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 January 26, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding his accountOur records confirm that Mr [redacted] activated his account on November 20, Mr [redacted] currently has one line of service, ending in ***, and is subscribed to our Simple Choice Value Unlimited Talk, Text, and Data rate plan at $monthlyThis rate plan includes unlimited domestic voice minutes, text messages, and data, with up to gigabytes (“GB”) of high speed dataMr [redacted] has opted to subscribe to unlimited domestic high speed data at an additional $monthlyPlease note that in late 2013, T-Mobile began offering customers on eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra chargeThis global freedom was automatically added to qualifying Simple Choice plans and is available in over countries and destinations (see www.t-mobile.com/international for participating countries)Please note there is no need to for customers to add a separate feature or service to the account before they travelWith T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128KbpsThese speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and mapsHowever, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroadAdditionally, voice calls back to the U.Sand Simple Global countries are a flat rate of $per minute, while unlimited text messaging is included at no costMr [redacted] has the option of utilizing the calling featureCalls placed back to the United States over are free and calls within a Simple Global country to any other Simple Global country are $0.20/minute, which is the same rate as usage over the cellular networkIt is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees)Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country ratesUpon review of Mr***’s account, our records confirm that on his January 2, 2016, billing statement, Mr [redacted] was billed $for international calls and taxes, and we have confirmed that these calls were not placed via callingHowever, in an effort to amicably resolve Mr***’s concerns, on January 18, 2016, T-Mobile issued a credit in the amount of $to his account for the international callsMr [redacted] remitted a payment of $on January 26, 2016, and his account remains active with a zero balanceT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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 P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: this entire reply is informationI have continued to experience dropped calls on all of my lines and I was informed by Martin in the office of the President that this would continue for the next three months while T-Mobile worked to update their voice over LTE SERVICEI was also told by Martin in the office of the President that he would call me backI have left him three messages with no rerun call over he last three daysThe credit mentioned in his email is not a prorated amount for services but rather a credit to the account because they disconnected my service after I was told that I would be put on a payment plan while they investigate this issueThey charged me $per line plus tax and I have three linesThe other credit was due to charges in my account Jay I should not have including an iPhone 5c that T-Mobile has been charging me for for over a yearI I pay for unlimited services because I need my phone at all times of day and nightTo calculate the usage in my account does not explain the times that I was not able to use my phone which is the issue at handI should not have to pay for tmobiles upgraded system when I am not able to use my phone when I need to use my phoneI am again requesting that my bill be reduced by half for the new three months while T-Mobile is working on tjeir tower issueSincerely, [redacted]

May 19, 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 15, 2016, regarding the above-referenced accountT-Mobile records confirm that Ms [redacted] has designated Mr [redacted] as an authorized user of the accountT-Mobile is pleased to have resolved this matter to Mr [redacted] satisfactionT-Mobile regrets any concerns that Mr [redacted] has experienced regarding his recent handset exchangeT-Mobile records reflect that Mr [redacted] purchased a Samsung Galaxy SEdge handset on April 15, By purchasing T-Mobile equipment, Mr [redacted] received a one-year Limited Warranty provided by SamsungDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting Samsung directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, 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 damageIf the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the accountWith regard to Mr [redacted] handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warrantyAlthough we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsIn addition, a warning of the possibility of an out-of-warranty fee, and the reasons such a fee would be charged, are read to and agreed to by customers at the time of the exchangeBased on the above information it is T-Mobile’s position that the out-of-warranty fee in the amount of $was validly assessedNevertheless, as a courtesy to Mr [redacted] , and as a one-time courtesy, T-Mobile has agreed to credit the fee in full, in the amount of $Please note that $was applied to Mr [redacted] Extended Payment Schedule (“EPS”), a payment plan which was set up to help Mr [redacted] pay the fee over time, which ended the payment planThe remaining $was issued toward the account balance, taking care of the final billed EPS paymentMr [redacted] account currently reflects a revised balance of $Mr [redacted] accepted this offer as resolution in full to his concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

September 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 August 23, 2017, regarding the above-referenced account We are glad to report that upon speaking with Mr***, he confirmed that his concerns have been resolved to his satisfaction T-Mobile is sorry to hear of Mr***’s concerns with the redemption of our most recent T-Mobile Tuesdays gift T-Mobile Tuesdays is our way of giving customers the proper thanking they deserve for being with T-Mobile Every week customers will receive three free gifts and the chance to win one of three amazing prizes from our Featured Partner of the week On August 22, 2017, T-Mobile Tuesdays offered a free Meineke basic oil change with a $value at a participant Meineke Car Care Center It is important to note that not all Meineke Car Care Centers locations were participating in this offer On August 24, 2017, T-Mobile contacted Mr [redacted] and although Mr***’s local Meineke Car Care Center was not participating in this offer, in an effort to amicably resolve this matter, T-Mobile issued a onetime bill credit to Mr***’s account in the amount of $equivalent to the three unredeemed free oil change Mr [redacted] accepted as full resolution to his concerns T-Mobile appreciates the opportunity to respond to Mr***’s concerns and we regret any inconvenience to him 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 Maggie R [redacted] Executive Response

September 7, 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 NoXXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] may have experienced with our recent T-Mobile Tuesdays offerT-Mobile records confirm that on August 22, an offer for a free basic oil change was extended to T-Mobile customers through our T-Mobile Tuesdays give-awaysIf redeemed this offer is able to be redeemed through September 30, In regards to Mr***’s account his mobile number ending in did redeem the offer; however, he has not used the codeT-Mobile was made aware of an inadvertent system error which was causing codes to show as expired when they were not and has begun working to resolve this issue as quickly as possible In an attempt to resolve Mr***’s concerns T-Mobile has issued a new code to him that will be eligible at a participation locationMr [redacted] would still set an appointment by September 30, 2017, and once he is at his appointment he must show the Meineke employee the code and provide his phone number and the Meineke employee will input and validate the codeT-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 Lauren L [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] @gmail.com] Sent: Thursday, August 24, 6:PM To: Complaints < [redacted] @theRevdex.com.org> Subject: Submission Hello, I see that my case was closed while I was still trying to resove things with T Mobile.I did respond to their email, on August 14th, with a time that was convenient to talk about this issue, as they called while I was at workThey did not respond after I sent the email or call back when I could speak with them I followed their instructions in contacting [redacted] , waited for the paper information to be mailed to my home, which I recieved upon my return home from being away on August 11th, and I attempted to submit the paperwork that they requested again on August I recieved an error page message and did not have time to call them back that nightDue to work committments, I have not had the substantial amount of time it takes to call them until tonight I have been trying to contact with them this evening according to their instructions on the error page and was not able to get ahold of a customer service representativeI then called a different number and folowed a diffferent set of prompts that was given to me by a previous customerservice representativeI have been on hold now for more than minutes and I see that the call center is closing in minutes, so my hopes of getting this resolved today are pretty low right now Is there anything else I can do? [redacted]

August 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Mobile NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 25, 2016, regarding the above-referenced prepaid numberT-Mobile regrets any concerns Mr [redacted] had when attempting to get his device unlocked and we appreciate the opportunity to review and address his concernsDevice unlock codes are available to customers who meet our eligibility requirementsA review of the account confirms that on August 25, 2016, we received a request for a Mobile Device Unlock code for the iPhone 6s used on mobile number ending in ***However, at that time T-Mobile advised Mr [redacted] that his equipment is not eligible for a Mobile Device Unlock code as it is non-T-Mobile equipment not purchased through T-Mobile or a T-Mobile authorized dealerNonetheless, in an effort to amicably resolve this matter, on August 26, 2016, T-Mobile initiated a Mobile Device Unlock request for Mr***’s iPhone 6s handsetOn August 26, 2016, T-Mobile emailed Mr [redacted] the Mobile Device Unlock instructions needed to unlock his handsetPlease be advised that hours after receiving the unlock email, Mr [redacted] may follow the below instructions for unlocking the iPhone 6s handsetIf Mr [redacted] has a non-T-Mobile SIM card, he may follow the steps below: Insert non T-Mobile SIM Card Complete the setup processIf he uses his T-Mobile SIM card, he may follow the steps below: Back up your iPhone using iTunesWhen you have a backup, erase your iPhoneWhen you see the Welcome screen, connect your device to iTunesIf successfully unlocked, the message “Congratulations, your iPhone has been unlocked” will displayAdditional information for unlocking Apple iPhone devices can be located at https://support.apple.com/en-us/HTBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAika A [redacted] Executive Response

March 24, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced accountT-Mobile has confirmed that [redacted] and [redacted] is one and the same personPlease be advised that we have attempted to contact Mr***, which has proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that the above-reference account was activated on July 19, 2003, with mobile number ending in ***Our records show that on October 16, 2007, Mr [redacted] activated additional line ending in ***On June 8, 2009, Mr [redacted] activated additional line ending in ***Further records indicate that Mr [redacted] ported out mobile number ending in [redacted] on February 3, 2010, to another service providerOn March 11, 2010, Mr [redacted] cancelled mobile numbers ending in [redacted] and *** It is important to note that Mr***’s account billing cycle began on the 9th of the month and ended on the 8th of the following month due on the [redacted] of that following monthPlease be advised that Mr***’s billing cycle was change two times from through 2010, due to customer request and corporate discount termsMr***’s billing cycle from the 9th to the 8th was effective as of December 9, 2019, and remained his billing cycle up until the date of cancellation T-Mobile records reflect that Mr***’s account had carried a past due balance since December 5, However, Mr***’s account was able to remain active as he made partial payments to the accountOur records indicate that Mr***’s last payment was for $on May 5, The current balance of $1,is reflective of: Final billing cycle form March 9, 2010, through April 8, 2010, due May 1, 2010, in the amount $1,which includes $Early Termination Fee’s and a past due amount of $1,Please be advised that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleHowever, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this debt Please be advised that from June 30, 2010, through February 28, 2017, the above-referenced account has been assigned to multiple 3rd party collection agenciesOn February 28, 2017, the account was assigned to Enhanced Resource Centers where the account remains T-Mobile records indicate that on July 12, 2011, Mr [redacted] activated mobile number ending in [redacted] on account number [redacted] On September 3, 2013, Mr [redacted] activated additional line ending in ***On December 17, 2014, Mr [redacted] activated mobile number ending in [redacted] which was transferred to another account on January 6, On January 13, 2016, Mr [redacted] activated mobile internet line ending in ***Lastly, on February 25, 2017, Mr [redacted] activated mobile internet line ending in *** By purchasing T-Mobile equipment, customers receive a one-year Limited Warranty provided by the manufacturer of their deviceOur records show that mobile number ending in [redacted] was subscribed to our Premium Handset Protection (PHP) feature for $per month from October 25, 2016, through February 15, PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, in-warranty and out-of-warranty malfunctions of their handsetT-Mobile records indicate that on February 15, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Jwith IMEI [redacted] along with accessories wherein he paid a down payment of $and agreed to monthly installments of $Additional records confirm that the above Samsung Jwas mailed to [redacted] Ave S Apt ***, [redacted] , [redacted] ***, which was the address on Mr***’ accountPlease be advised that the address was not updated until February 15, 2017, to [redacted] , [redacted] *** Further records show that on February 22, the Samsung Jabove was returned to T-Mobile and therefore the EIP loan was closed and the balance waivedUnfortunately, due to an inadvertent error, the down payment for Mr***’ February 15, 2017, equipment order was not refunded Further records confirm that on February 28, 2017, Mr [redacted] purchased another Samsung Jwith IMEI [redacted] which is currently in use with mobile number ending in ***Mr [redacted] paid a down payment of $and agreed to monthly installments of $Therefore, Mr [redacted] is not being charged for the Samsung Jhe purchased on February 15, As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 24, 2017, T-Mobile has offered Mr [redacted] to remove $for Early Termination Fee’s from the original account [redacted] as a gesture of goodwillAdditionally, T-Mobile has offered to credit $to Mr***’s account number [redacted] for the upfront costs of his returned Samsung Jand accessories explained aboveMr [redacted] is welcome to contact me at the number below and or via email at [redacted] @T-Mobile.com by April 24, 2017, to accept our offer Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

December 12, 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 December 3, 2016, from Ms [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 Ms [redacted] as an authorized user of the accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letter T-Mobile regrets any billing concerns Ms [redacted] experiencedT-Mobile records confirm that on November 22, 2015, Mr [redacted] activated four voice lines of serviceOn that day, Mr [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program, with the lease of the following equipment for a term of months: • Samsung Grand Prime Gray handset, $per month, plus taxes • Apple iPhone 6s Rose Gold 16GB handset, $per month, plus taxes • Apple iPhone 6s Plus Gold 16GB handset, $per month, plus taxes • Apple iPhone 6s Silver 16GB handset, $per month, plus taxes Additionally, on the same day, Mr [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering, with the purchase of an Apple iPhone 6CM Rose Gold Case and a Samsung Grand Prime screen protectorAt the time of Mr [redacted] ’s purchase, he was not required to make a down payment and agreed to monthly installments of $for the Apple iPhone case and $for the Samsung Grand prime screen protector On March 23, 2016, Mr [redacted] changed his rate plan to the Simple Choice Family Unlimited Talk and Text with 10GB of data per month, four lines for $120.00, plus applicable taxesAdditionally, Mr [redacted] ’s three voice lines of service with the mobile numbers ending in [redacted] were subscribed to the Premium Handset Protection feature for $per month, per line of serviceTherefore, with approximate taxes, Mr [redacted] ’s monthly recurring charges totaled $ On April 13, 2016, Mr [redacted] closed his JUMP! On Demand lease on his on the mobile number ending in and tradthe Apple iPhone 6s Rose Gold 16GB handset for an Apple iPhone 6s Gold 64GB handsetAt the time of Mr [redacted] ’s new lease agreement, he was required to pay a capital cost reduction of $Mr [redacted] then agreed to a series of monthly lease payments of $ On August 12, 2016, Mr [redacted] subscribed to the Simple Choice Unlimited Data with 14GB of mobile hotspot feature for $per month, plus taxes, on the mobile number ending in ***, increasing Mr [redacted] ’s monthly recurring charges to $ Records confirm that on October 23, 2016, Mr [redacted] changed his rate plan to the T-Mobile One rate plan for $per month for the first two lines, plus applicable taxesMr [redacted] ’s additional two voice lines of service are $each per month, plus applicable taxesIt is important to note that with the T-Mobile One rate plan, all voice lines of service receive unlimited dataTherefore, with approximate taxes, PHP and the above referenced lease payments, Mr [redacted] ’s monthly recurring charges were expected to be approximately $per monthT-Mobile regrets any confusion this may have caused Mr [redacted] and Ms [redacted] In an effort to amicably resolve the matter, on December 7, 2016, T-Mobile changed and backdated Mr [redacted] ’s rate plan to a previously grandfathered rate plan, the Select Choice Family Unlimited Talk and Text rate plan for $per month, plus applicable taxesAdditionally, on the line ending in ***, Mr [redacted] is subscribed to the unlimited data feature with 5GB of mobile hotspot, for $per month, plus taxesBased on Mr [redacted] ’s usage over the last four months, T-Mobile subscribed Mr [redacted] ’s voice line of service ending in [redacted] to the 3GB of data, for $per month, and lines ending in and to the 6GB of data, for $per month, per line of serviceWith the above-mentioned handsets and approximate taxes, Mr [redacted] ’s monthly recurring charges are estimated to be $per month, which is the approximate amount Ms [redacted] requested in her correspondence to your office On the same day, T-Mobile applied a courtesy credit of $190.47, for the difference in what Mr [redacted] ’s account was charged for the billing cycle charges from September 23, 2016, through December 22, As Mr [redacted] ’s account had a balance of $392.97, for the billing cycle charges from November 23, 2016, through December 22, 2016, the credit reduced the balance owed to $Should Mr [redacted] wish to discuss the matter further, he may contact me directly at the number listedBased 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 [redacted] Executive Response