T-Mobile USA

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 22, 2018, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding monthly charges on her account T-Mobile records indicate on October 24, 2017, Ms [redacted] activated her account and subscribed to our T-Mobile ONE rate plan for $per month for her four lines of service Ms***’ account was billed by a system known as “bill current” This means that Ms***’ regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service Ms***’ billing cycle ran from the 25th of the month through the 24th of the next month Upon activation, Ms [redacted] enrolled in AutoPay AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer Upon activation, Ms [redacted] purchased an Apple iPhone Gold device, three Coolpad tablets, and T-Mobile accessories, on our Equipment Installment Plan (“EIP”) Ms [redacted] paid a down payment in the amount of $upon purchase It is important to note that T-Mobile accessories cannot be returned for a refund within the return period Ms***’ first billing statement was in the amount of $for partial monthly access charges and fees and taxes for the billing cycle dates from October 25, 2017, through November 24, On November 15, 2017, T-Mobile received a payment in the amount of $from the method of payment enrolled in AutoPay On November 21, 2017, Ms [redacted] cancelled her account when she moved her lines to T-Mobile prepaid accounts Ms [redacted] returned the Apple iPhone Gold device and the three Coolpad tablets, along with the T-Mobile accessoriesMs***’ November 25, 2017, billing statement was in the amount of $for monthly access charges, final T-Mobile accessory charges, and fees and taxes for the billing period from November 25, 2017, through December 24, On December 15, 2017, T-Mobile received a payment in the amount of $from the method of payment enrolled in AutoPay On January 15, 2018, the payments in the amounts of $and $were returned to T-Mobile unpaid Please note when payments are returned unpaid, they are charged back to the T-Mobile account balance and returned payment fees will bill to the account On January 17, 2018, the down payment in the amount of $was returned to T-Mobile unpaid and charged back to the account The charge backs and returned payment fees brought the balance to $ Upon speaking with Ms [redacted] January 25, 2018, and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the returned payments and returned payment fees as the service was not used On February 1, 2018, T-Mobile reviewed Ms***’ account balance and issued a further adjustment in the amount of $for a returned payment fee Ms***’ account remains closed with a zero balance 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.Jennifer G***Executive Response

Complaint: [redacted] I am rejecting this response because:I have not received the refund back on my credit card and it has been daysRealize T mobile had promised me prior that I would receive the refund and I did not receive itCalled them back and that is why I went to the Revdex.comThey had no record that manager Morgan had said that they would refund me back the moneySo here it is again and I have not received back the dollars as of yetI would except the response if I received the refund Sincerely, [redacted]

July 3, 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 20, 2017, regarding the above-referenced accountsPlease be advised that T-Mobile records indicate the account holder of record is [redacted] T-Mobile has confirmed that [redacted] and [redacted] are one in the same T-Mobile regrets that Ms [redacted] has concerns with her final balanceT-Mobile investigated this matter and found that Ms [redacted] did have T-Mobile service as of July 1, 2010, with four lines of serviceIt is important to note that Ms [redacted] was on our Flex-Pay monthly plan from July 1, to May 20, T-Mobile records confirm that on May 20, 2011, a Change of Responsibility (“COR”) was completed for Ms [redacted] mobile numbers ending in ***, ***, and [redacted] from account ending in [redacted] to account ending in ***As of that date, Ms [redacted] was no longer on our monthly Flex-Pay account and the account was closed with a zero balance Accordingly, Ms [redacted] was placed on a postpaid account with four lines of service as of May 20, 2011, under account ending in ***On March 30, 2012, Ms [redacted] accepted a rate plan change in exchange for a 24-month contractThis contract stipulated that if the account was canceled prior to March 30, 2014, the account would be assessed an up to $early termination fee for each line of service It is important to note that Ms [redacted] account had carried a past due balance since the billing statement dated November 12, Ms [redacted] did not remit payments toward her past due balances, which resulted in the rolling past due balance, suspension and ultimately cancelation of her account for non-payment on January 3, Please be advised that pursuant to T-Mobile’s Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation The last payment T-Mobile received from Ms [redacted] was on September 27, 2012, in the amount of $Please note that Ms [redacted] account was billed in arrears and as such, the last payment made was applied to services used for the billing period August 2, through September 1, The billing statement dated November 2, 2012, reflected a past due balance of $and new charges of $for a total balance due of $The balance was comprised of monthly access charges, third party premium service charges, and taxes and fees for service from October 2, 2012, through November 1, The billing statement dated December 2, 2012, reflected a past due balance of $and new charges of $for a total balance due of $The balance was comprised of monthly access charges, late fee, third party premium service charges, and taxes and fees for service from November 2, 2012, through December 1, The billing statement dated January 2, 2013, reflected a past due balance of $and new charges of $for a total balance due of $The balance was comprised of pro-rated monthly access charges, a late fee, and taxes and fees for service from December 2, 2012, through January 1, As mentioned above, Ms [redacted] account was under contractual obligation until March 30, 2014, due to rate plan change on March 30, Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellationAs the contractual obligation had not been met, the account was assessed an early termination fee per line of service cancelled of $ The final billing statement dated February 2, 2013, reflected a past due balance of $and new charges of $for a total balance due of $1,The balance compromised of early termination fees, a late fee, and taxes and fees for service from January 2, 2013, through February 1, Due to continued non-payment on March 5, 2013, the account was assigned to Diversified Consultants Inc., an outside agency for collection of the outstanding balance of $1,In conjunction with the attempt to collect the outstanding balance, Ms [redacted] was billed an outside collection fee of $386.32, bringing the balance on the account to $1,On August 26, 2015, a credit of $was applied to the account for a third party chargesThis resulted in a rerated balance updating the total past due balance to $1, On November 30, 2016, as the account remained unpaid, it was transferred Convergent Outsourcing Inc., at 1-855-871-where the account currently residesPlease be advised at time of transfer the outside collection fee was also credited in the amount of $It is important to note that this resulted in an updated total past due balance of $1,It is T-Mobile’s position that the charges are valid and owed 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 Sharon B [redacted] Executive Response

April 25, 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 24, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to our JUMP! Upgrade programOur records show that on October 25, 2015, Ms [redacted] qualified for and took advantage of our JUMP! program for the line ending in ***Ms [redacted] upgraded to an iPhone 6s and returned her iPhone in order to receive a credit for the remainder of the Equipment Installment Plan (“EIP”) left on the device, pursuant to T-Mobile’s JUMP! guidelinesOn November 6, 2015, T-Mobile received Ms***’s iPhone handset and deemed the handset inoperable; as a result, Ms***’s EIP for this handset continued to be billed monthlyIn an effort to amicably resolve this matter, on April 19, 2016, T-Mobile spoke with Ms [redacted] and offered a bill credit in the amount of $108.39, and to remove the remaining EIP on her iPhone handsetMs [redacted] accepted this offer as a resolution to her concernsMs***’s newly revised balance with a due date of April 27, 2016, is $T-Mobile regrets any inconvenience to Ms***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, INCCesar R [redacted] Executive Response

May 18, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account T-Mobile regrets that we have been unable to respond to Ms [redacted] ’s concerns to her satisfactionHowever, after additional review of her account and in appreciation for her continued business, T-Mobile has sent her a new Samsung Jto the address provided to your officeThis handset was sent at no charge and Ms [redacted] may also keep the Samsung Onthat she has in her possessionMs [redacted] ’s new Samsung Jwas sent out on May 18, and will be delivered via UPS within five to seven business daysT-Mobile would suggest that the new SIM card included in the box be activated to replace her existing SIM cardShould Ms [redacted] need assistance with the activation and set up of her new device, she should contact Customer Care at 800-937-and request to speak with Technical CareWe regret any inconvenience to Ms [redacted] 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMrR [redacted] from T-Mobile was courteous and helpful, and I appreciate his quick response and his assistance in resolving the issues in my complaint.Sincerely, [redacted] ***

April 20, 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 13, 2017, regarding the above-referenced account We are truly sorry to hear that Ms [redacted] had anything but a great Un-Carrier experience while working with our Customer Care teamWe make every effort to be professional and courteous, while putting our customers firstThat’s part of our core Un-Carrier values that we strive to live by each and every dayWe regret this has not been her experience and we hope we can fix thatWithout the support of our valued customers, such as Ms [redacted] , we wouldn’t be able to continue our movement and growth Our records reflect that Ms [redacted] activated her account on February 7, 2017, with the intention of taking advantage of our Carrier Freedom and Tax Time Switcher OfferAlthough our Carrier Freedom, which allows customers to receive reimbursement for early termination and equipment termination fees, currently does not have an expiration date, the Tax Time Switcher Offer was offered for a limited time from January 5, 2017, through February 28, During the promotional timeframe, customers who activated a new line of service on the T-Mobile ONE or Simple Choice with Unlimited data and port in their numbers would receive a $mail in rebateIt is important to note that these offers are not compatible with each other and will only receive the payout for one per line of service As such, Ms [redacted] received two $prepaid debit cards for the Tax Time Switcher offer and $for her early termination fee reimbursement, for a total of $Please note that it can take up to business days for the debt cards to be delivered Although, it is T-Mobile position that she received the promotional value that she was eligible for during her activation, as a courtesy for the experience she has encountered, and in an effort to regain her confidence, we have issued a free month of service, in the amount of $140.00, leaving her account with a credit balance of $for the due date of April 28, We hope that this is a start to restoring Ms [redacted] ’s trust 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

June 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 May 27, 2016, regarding the above-referenced accountWe sincerely regret any concerns Ms [redacted] experienced when attempting to take advantage of our JUMP! upgrade option under the mobile number ending in ***Please be advised that T-Mobile records confirm that Ms***’ account is not under a contractual obligationOur records indicate that on July 5, 2014, Ms [redacted] activated her account with the mobile number ending in ***At the time of activation, Ms [redacted] took advantage of our Equipment Installment Plan (”EIP”) offering with the purchase of one Samsung Galaxy Note handsetAt the time of Ms***’ purchase, she was required to make a down payment of $plus applicable equipment taxes and agreed to a series of monthly installments in the amount of $Additionally, at that time, the JUMP! feature for $per month was added to the mobile number ending in ***The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of traditheir current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting periodRegrettably, due to an inadvertent error, the mobile number associated to the EIP mentioned above was not the mobile number ending in ***Consequently, on May 26, 2016, when Ms [redacted] took advantage of our EIP offering with the purchase of one Samsung Note 64GB handset, she was not eligible for a JUMP! upgrade due to the [redacted] not being associated to the initial EIP started at the time of activationIn an effort to resolve this matter, on June 7, 2016, T-Mobile issued a credit of $288.00, equivalent to the JUMP! feature charge of $per month billed from July 5, 2014, through June 7, As of June 7, 2016, Ms***’ account reflects a credit balance of $Additionally, Ms [redacted] is now able to take advantage of her JUMP! upgrade once eligibility requirements are metWe regret any inconvenience to Ms***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, INCAika A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Parts of what is said here is NOT TRUEIf their records say I upgraded to a Samsung Galaxy Sit is correctThe phone I upgraded to and am currently using is an iPhone 6SI just want to make sure the final report does not have errors which appear in a later report THIS IS AN ERROR: "As such, our records confirm that on October 10, 2016, Dr [redacted] upgraded to a Samsung Galaxy ShandsetT-Mobile is pleased to hear that Dr [redacted] now has a working handset" Sincerely, [redacted]

March 2, 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 February 21, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] **T-Mobile has determined that [redacted] and [redacted] are one and the same personT-Mobile is pleased to report that [redacted] **’s concerns have been resolved to her satisfaction T-Mobile regrets any concerns [redacted] experienced in regards to her T-Mobile accountT-Mobile records confirm that on November 28, 2016, [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Rose Gold handset with 32GB of memory [redacted] was not required to make a down payment and agreed to a series of monthly installments of $ At the time of [redacted] **’s purchase, T-Mobile was offering the Apple Black Friday promotionAs part of this promotion, customers could receive an Apple iPhone 32GB handset for $350.00, via EIP bill credits, with the traof a fully paid off Apple iPhone 5s handset from any carrier T-Mobile records confirm that [redacted] tradher Apple iPhone 5s Gold handset with 16GB of memory however due to an inadvertent error, [redacted] **’s handset did not reflect as received by T-Mobile’s National Return Center (“NRC”)T-Mobile has confirmed the receipt of [redacted] **’s handset therefore, on February 28, 2017, we applied a credit $to the account for the EIP charges from November 23, through February 22, As [redacted] **’s account had a balance of $179.54, for the billing cycle charges from January 23, through February 22, 2017, the credit reduced the balance owed to $ Additionally, T-Mobile applied a credit of $to [redacted] **’s open EIP balance, reducing the balance owed to $350.00, in order to match the Apple Black Friday offer pricing [redacted] has accepted this as a resolution to her concernsBased 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

That isn't exactly what happenedHowever, I am satisfied with the outcome and look forward to continuing my service with T-Mobile Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

December 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 4, 2017, regarding the above-referenced prepaid numberT-Mobile is pleased to report Mr [redacted] ’ concerns have been resolved to his satisfaction We regret any inconvenience Mr [redacted] experienced regarding a Mobile Device Unlock for his Apple iPhone Plus handsetPlease note Mobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Mr [redacted] ’ account confirms that on November 30, we received a request for a Mobile Device Unlock for the device used on mobile number ending in ***, however, at that time the device was not eligible for a Mobile Device Unlock as $in refills had not been applied to the line Please be advised that on December 6, 2017, T-Mobile investigated the Apple iPhone Plus handset unlock status, and determined it had already been unlocked previouslyIt is important to note, T-Mobile contacted Mr [redacted] by email and confirmed the Apple iPhone Plus handset unlock was processed successfullyMr [redacted] confirmed he had no additional concerns at this timeT-Mobile regrets any inconvenience to Mr [redacted] 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] ’ contact to 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 Mathew G [redacted] Executive Response

August 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced regarding her accountT-Mobile takes customer security very seriously and we strive to ensure that our customer’s accounts are protected T-Mobile records indicate there is currently an active password listed for Ms***’s account Please be advised that on July 24, 2017, Ms [redacted] contacted T-Mobile’s Customer Care department and her billing cycle was changed from a close date of the 2nd of the month to the 7th of the month, updating the monthly due date to the 28th of every month Additionally, T-Mobile records do not reflect that a payment arrangement was initiated on July 24, for Ms***’s past due balance Upon review, Ms***’s account was suspended for non-payment on July 26, Please be advised that a payment arrangement was established to resume service on July 26, through T-Mobile’s automated system with a payment scheduled for $on August 2, and $on August 16, At the time that the account was reactivated, the account was assessed a $restore from suspension fee Upon speaking with Ms***, a password was verified for the account The due date of the 28th was also confirmed In an effort to offer an amicable resolution, a total credit in the amount of $was applied for the restore from suspension fee and payment processing fee billed to Ms***’s account Additionally, as an added courtesy the payment arrangement for Ms***’s account was deleted and rather a collection hold was placed through August 30, Ms [redacted] was advised the hold prevents the account from suspension but does not automatically charge a payment and she must remit the payment manually to her accountT-Mobile regrets any inconvenience 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 Jessica G [redacted] Executive Response

June 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 June 11, 2016, regarding the above-referenced accountPlease be advised that on June 14, T-Mobile spoke with [redacted] ***, Ms [redacted] son in which she authorized on her account and have resolved Ms [redacted] concern to her satisfactionT-Mobile regrets any concern to Ms [redacted] regarding the closure of her T-Mobile accountT-Mobile records confirm that Ms [redacted] had three mobile numbers subscribed to T-Mobile’s Simple Choice North America Family planOur records confirm that Ms [redacted] contacted our online chat Customer Care team via MyT-Mobile.com and requested to cancel her accountDue to security purposes, account cancelation can only be placed by contacting Customer Care over the phone in which Ms [redacted] was referred to contact our phone Customer Care team to process her cancelation requestPlease note that on February 27, 2016, [redacted] ***, Ms [redacted] ’s authorized end user, ported his mobile number out to another carrier canceling the mobile number ending in [redacted] and leaving two mobile numbers activeOn that same date a bill generated reflecting a balance of $due by March 19, for monthly recurring charges and applicable taxes and fees for service from February 27, through March 26, Please be advised that T-Mobile does not reflect a record of Ms [redacted] or any of her authorized end users contacting Customer Care to request the cancelation for the remaining active two mobile numbersAs the lines remained active monthly recurring charges continued to be billedOn May 27, a bill generated reflecting a past due balance of $for monthly recurring charges for service from February 27, through May 26, and current charges in the amount of $for a total balance due of $The current charges consisted of monthly recurring charges and applicable taxes and fees for service from May 27, through June 26, T-Mobile records confirm that on June 3, Ms [redacted] contacted Customer Care regarding the recurring charges and requested that her T-Mobile accountAs requested, Customer Care canceled the remaining two active mobile numbersIn an effort to amicably resolve this matter, on June 14, 2016, T-Mobile applied a credit in the amount of $leaving Ms [redacted] ’s account closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCOscar T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I want the contract terminated and they can eat that billI have never had such bad service in my life and haven't talked to one person that has a good thing to say about t mobile service Sincerely, [redacted]

Tell us why here September 27, 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 15, 2017, regarding the above-referenced account T-Mobile is always working to improve our coverage and we further regret that Mr [redacted] did not have coverage in some of the areas that he traveled toAs Mr [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability With regard to Mr [redacted] ’s final billing statement, T-Mobile records confirm that Mr [redacted] canceled his account on July 1, when he ported his mobile numbers to another service providerMr [redacted] ’s billing cycle ran from the 28th of one month to the 27th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through July 27, Nevertheless, on September 22, 2017, we spoke to Mr [redacted] and offered a courtesy credit of $for the final balance on his accountMr [redacted] was satisfied with the resolution presented to himAs of the date of this correspondence Mr [redacted] ’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] and we hope to serve him again in the future 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 Belen L [redacted] Executive Response

March 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 February 27, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have successfully contacted Ms [redacted] and has resolved the matter to her satisfactionT-Mobile regrets any account billing concerns Ms [redacted] may have experiencedOur records indicate that on January 11, 2016, payment arrangements were made with Ms [redacted] with regard to her outstanding balance in the amount of $1,At that time, Ms [redacted] agreed to remit a partial payment of $on January 25, 2016, via Future Dated Check (“FDC”)She also agreed to remit payment of $for the remaining balance on February 8, 2016, via FDCOur records confirm that on January 15, 2016, Ms [redacted] contacted Customer Care to inquire about making a payment prior to the scheduled arrangement dateAt that time, Ms [redacted] was informed that if she elected to make a payment, that upon request, the existing arrangement would be deleted to ensure that additional funds are not deducted from her checking accountMs [redacted] elected to not make any changes at that timeThat next day on January 16, 2016, Ms [redacted] remitted payment of $via Electronic Check Payment (“ECP”)On January 22, 2016, T-Mobile provided a text notification of the upcoming payment of $scheduled to be remitted via FDC on January 25, Thereafter, on January 25, 2016, the aforementioned payment was remitted via ECPOn February 2, 2016, Ms [redacted] contacted T-Mobile to report that as a result of the recent payment that she had been assessed Non-Sufficient Funds fees by her banking instituteAt that time, courtesy credits totaling $were applied to Ms [redacted] account and on February 3, 2016, she remitted payment of $Regrettably, on February 3, 2016, the aforementioned payment of $was returned as being un-paidOn January 6, 2016, an additional courtesy credit of $was applied to Ms [redacted] accountOn February 12, 2016, Ms [redacted] contacted Customer Care and attempted to make a payment via ECP, which was unsuccessfulAt that time, Ms [redacted] was informed that due to the recent returned check payment, her account was restricted from making payments via ECPPlease note that once a payment method has been restricted, customers are prevented from making payments via the returned payment method (electronic check or credit card) for days or more, regardless of the return reasonAs such, on February 16, 2016, Ms [redacted] remitted payments totaling $via credit cardOn February 25, 2016, T-Mobile informed Ms [redacted] that she will be eligible to make payments via ECP as of March 4, In an effort to provide an amicable resolution, T-Mobile applied a courtesy credit of $for half of the total outstanding balanceT-Mobile also agreed to place an Executive billing hold on the account until March 16, 2016, so that Ms [redacted] will be able to make a payment for the remaining account balance of $via ECPIn addition, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent contact with our Customer CareT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCEmilio San M [redacted] Executive Response

June 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 June 7, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced regarding his account and billingT-Mobile records indicate Mr [redacted] activated his account on October 31, 2013, with the line of service ending in ***Mr [redacted] added a mobile internet line of service ending in [redacted] on November 13, 2014, followed by a second mobile internet line of service ending in [redacted] on February 16, On January 17, 2015, Mr [redacted] added a voice line of service to his account, with the mobile number ending in ***Mr [redacted] ’s billing cycle ran from the 11th of one month to the 10th of the following monthOn November 6, 2014, Mr [redacted] utilized our Equipment Installment Plan (“EIP”) program with the purchase of a Samsung Galaxy Note handsetMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $All customers who choose to use the EIP option to pay for their equipment are required to enter into a month financing agreement signed at the time of the purchaseAlthough this month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balanceMr [redacted] participated in our EIP program again on November 13, 2014, with the purchase of a Samsung Gear S smartwatchMr [redacted] was not required to remit a down payment, and he agreed to monthly installments in the amount of $Mr [redacted] used our EIP program again on January 17, 2015, with the purchase of a second Samsung Galaxy Note handsetMr [redacted] was once again not required to remit a down payment, and agreed to monthly installments in the amount of $T-Mobile records confirm that on March 25, 2016, Mr [redacted] cancelled the line of service ending in [redacted] when he ported it to another providerMs [redacted] ’s line of service ending in [redacted] was cancelled on March 26, 2015, when he ported it to another providerAs the numbers were not ported out, both of Mr [redacted] ’s mobile internet lines of service remained activeOn April 6, 2016, Mr [redacted] remitted a payment to T-Mobile in the amount of $248.85, followed by payments totaling $on April 8, 2016, to close the EIPs active on his accountMr [redacted] cancelled the line of service ending in [redacted] on April 9, However, due to an inadvertent error, the line of service ending in [redacted] remained activeMr [redacted] ’s billing statement dated May 10, 2016, reflected a balance owed in the amount of $for past due monthly access fees and applicable taxes for the line of service ending in On June 8, 2016, T-Mobile cancelled the line of service ending in [redacted] at Mr [redacted] ’s requestIn an effort to amicably resolve Mr [redacted] ’s concerns, on June 8, 2016, T-Mobile issued a credit to his account in the amount of $Mr [redacted] ’s final billing statement will be available on June 11, Upon confirmation of the final billing statement, T-Mobile will issue a credit to Mr [redacted] ’s account, and it will remain closed 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

March 31, 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 March 30, 2016, regarding the above-referenced accountWe are pleased to report that upon speaking with Mr [redacted] , he confirmed that T-Mobile had resolved this matter to his satisfactionT-Mobile regrets Mr [redacted] ’s concerns with regards to changing his rate plan online and charges assessed to the final billing statementOn November 14, 2015, Mr [redacted] ’s mobile number ending in was cancelled when the line of service was ported to another service providerMr [redacted] ’s account subsequently remained active with the mobile number ending in ***It is important to note that T-Mobile has no record of Mr [redacted] requesting to change his rate plan from a family plan to an individual rate planAs such, Mr [redacted] ’s account remained on the grandfathered Simple Choice Family Unlimited Talk and Text rate plan which does not include the Mobile Without Borders featureThe Mobile Without Borders feature expands our seamless calling and coverage area across the U.S., Mexico and Canada at no extra cost for T-Mobile’s currently offered Simple Choice North America rate plansIn most cases, customers may migrate to the Simple Choice North America at no extra costsAdditionally, the feature may be added to a grandfathered rate plan for $monthlyAs Mr [redacted] was on a grandfathered rate plan which did not include the Mobile Without Borders feature, he was assessed $for international calls to Canada at $per minutePlease note that voice charges vary by countryT-Mobile recommends that customers visit www.t-mobile.com/international to see the current rates in countries to which they will be callingOur records also indicated that Mr [redacted] canceled his account on March 21, 2016, when he ported his mobile number ending in [redacted] to another service providerMr [redacted] ’s billing cycle ran from the 21st of one month to the 20th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Mr [redacted] was billed through April 20, As a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $which is equal to the final billing statement chargesAs such, Mr [redacted] ’s account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

January 18, 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 12, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letterWe regret Ms [redacted] ’s experience with the migration of her above-referenced account to her business accountT-Mobile records indicate that on September 5, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung SEdge 32GB handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsMs [redacted] was not required to make a down payment; however, she agreed to pay $for the taxes on the full retail priceMs [redacted] then agreed to a series of monthly installments in the amount of $32.50, which appeared on the first bill following the purchase of the deviceOn the same day of the above purchase; however, our records indicate Ms [redacted] took part in the migration of her personal account to the business account number [redacted] This migration, or Change of Responsibility (“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 businessIt 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 accountIt should be noted that T-Mobile records indicate the account holder of record for the new business account is Primerica, and that Ms [redacted] as an authorized user of this accountAs part of this process, the newly created EIP for the Samsung SEdge referenced above was set to be transferred to the new account; however, upon review of the transfer the confirmation email sent to Ms [redacted] was unsuccessfully delivered and the EIP subsequently remained on her personal accountWhen the personal account ending was cancelled, the remaining EIP balance of $was accelerated and billed to her final billing statement dated September 28, Furthermore, as Ms [redacted] ’s final billing statement that included the above accelerated EIP balance and final prorated recurring service charges totaling $1,remained unpaid, on December 26, the account was referred to the third-party collection agency Receivables Performance Management In an effort to amicably resolve Ms [redacted] ’s concerns, T-Mobile issued a credit to her account in the amount of $1,to bring the account to a zero balanceThis will allow Ms [redacted] to continue utilizing the Samsung SEdge with the new business account with no further financial responsibility for the equipmentT-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms [redacted] ’s credit report to reflect the changeT-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKimo C [redacted] Executive Response