T-Mobile USA

December 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 20, 2017, regarding the above-referenced account T-Mobile regrets any continued billing concerns [redacted] has experiencedAs detailed in our letter to your office dated August 28, 2017, [redacted] ’s account reflected a past due balance of $1,433.16, which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxesFollowing a conversation with our Executive offices on August 23, 2017, T-Mobile offered to accept the return of the two Apple iPhone handsets leased through our JUMP! OnDemand (“JOD”) offering, as well as the Samsung Galaxy Shandset, the Galaxy Gear S Frontier wearable device, and the charging stand accessory purchased using our Equipment Installment Plan (“EIP”) offering for credit of the remaining balance of each item received, totaling $1, [redacted] accepted this offer, and T-Mobile provided a prepaid mailing label to return the equipment Upon further review, T-Mobile On September 1, 2017, T-Mobile received the two Apple iPhone handsets, and the Samsung Galaxy ShandsetHowever, the Galaxy Gear Swearable device and the charging accessory were not receivedAs such, above referenced credits were not issued Regretfully, [redacted] ’s account was cancelled on November 26, 2017, for non-paymentAs such, [redacted] ’s JODs and EIP were accelerated and billed to the account [redacted] was sent a final billing statement in the amount of $3,134.04, which consisted of a past due balance of $1,for services form May 2, 2017, through November 26, 2017, the accelerated equipment charges of $1,492.75, and credits of $for previously billed taxes After speaking with [redacted] on December 21, 2017, and in an effort to fully resolve [redacted] ’s concerns, T-Mobile issued a credit of 3,for the equipment monthly recurring charges for services form May 2, 2017, through November 26, As of the date of this letter, [redacted] ’s account remains cancelled and reflects a zero balanceT-Mobile regrets any inconvenience to [redacted] and we appreciate the opportunity to address her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted]

Complaint: [redacted] I am rejecting this response because:Dear Diana,Thank you for getting in touch with meI did receive a phone message from you and I have called you back twice and left messagesI am hopeful that we will have the chance to connect soonI greatly appreciate your attention to this matter, however there are still some issues to addressFirst off, your math is not correct - The credits that you are offering me will leave me with a balance of $and not $as you have suggestedI also don't understand why I am being left with a balance at all? You should be applying the following credits to my account:$for the Astro Pop$Astro Pop Shipping & Handling$Evolve Tax$Evolve Shipping & HandlingResulting in a balance of $0.Further, I am confused as to why T-Mobile applied a credit for the Evolve handset ($79.20) and the Astro handset tax ($15.51), but neglected to apply any other credits? If you are ultimately saying that the Evolve was supposed to be returned (which was explicitly NOT explained to me over the phone, or communicated to me in any other way by the agent I spoke with on 7/15/15), then why are you still attempting to charge me for the Astro handset ($149.76), the Evolve tax ($7.65), and Shipping & Handling charges for both ($x 2)??From my perspective, T-Mobile is attempting to charge me for all kinds of things and is doing so illegallyYour loyalty department very graciously offered to send me a FREE handset so that I would have a working phone on your networkThere was supposed to be NO CHARGE to meT-Mobile did NOT instruct me to send back anything and because your company keeps phone records, I encourage you to listen to the call log from 7/15/I have absolutely nothing to fear because I am telling the truth in this matterI asked your agent on the phone if I should return the EvolveShe did not give me an answer and subsequently I received no further communication from T-Mobile regarding this matter by phone, mail or email At this point I am asking you to send me a shipping label to return the Evolve and issue sufficient credits in order for me to obtain a $balanceThe worst part about this experience is that I have been a very loyal T-Mobile customer since switching over to your service in Despite my constant service interruptions I have defending T-Mobile vehemently and have been enthusiastically supporting the companyNow I must question the my loyalty because how can I be loyal to a company that has both lied to me AND called me a liar? I am getting the clear message that T-Mobile would rather lose my business than admit any wrongdoingAnd all this over an $phone! Really??Please make this rightI look forward to hearing from you and I can be reached anytime at [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The customer service and phone reception I have received over the last years have not been very goodI have had various issues with T-Mobile and there have been multiple encounters with disrespect from customer care including a recent call: I called to inform them I could not afford to make the payment until Friday 10/20/before having to ask for a manager I was told “well your service will be interrupted, you need to make a payment that will process today.” I explained I will pay the balance by Monday and I also questioned why my bill has been $for the past monthsI asked two different customer care reps and never received an answerI am still confused as to why my bills have been so high for the last months Sincerely, [redacted] ***

June 30, 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 June 18, 2017, regarding the above-referenced prepaid mobile number T-Mobile regrets any inconvenience this matter may have caused Ms [redacted] and we appreciate the opportunity address her concernsT-Mobile records confirm that as of March 15, 2017, Ms [redacted] is subscribed to the Simply Prepaid Unlimited Talk and Text rate plan for $monthly T-Mobile records indicate that on June 15, 2017, Ms [redacted] submitted a refill payment of $25.00, which was refunded to her same dayPlease note that an additional payment of $was remitted to the account on June 17, 2017, which posted to the account thereby renewing Ms [redacted] ’s service In a conversation with Ms [redacted] on June 20, 2017, Ms [redacted] stated there was a third transaction of $debited from a second bank accountHowever, T-Mobile shows no record of this transactionT-Mobile has agreed to refund Ms [redacted] $for the third transaction so long as Ms [redacted] can provide the two bank statements reflecting the three posted transactionsMs [redacted] was sent an email on June 20, 2017, requesting the above informationAfter receiving no response, T-Mobile issued a second email on June 28, 2017, as a reminder Ms [redacted] may provide the requested bank statements within days directly at [redacted] @T-Mobile.comMs [redacted] may also contact me directly at the phone number listed below for further assistance, if neededT-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 Thania R [redacted] Executive Response

February 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a letter dated January 25, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to her T-Mobile purchaseT-Mobile records confirm that on November 25, 2016, Ms [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SGold handset with 32GB of memoryMs [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $Records confirm that from November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data feature, traa qualifying fully own Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy SEdge, or LG Vfor free, via monthly bill creditsT-Mobile records indicate that while Ms [redacted] tradher Samsung Galaxy Shandset, the account was subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan lines for $140.00, plus taxes, for the first two voice lines of service, rate plan, which did not qualify for the offerNevertheless, in an effort to amicably resolve the matter, on January 30, 2017, T-Mobile applied a credit of $to Ms [redacted] ’ open EIP balance on the Samsung Galaxy Shandset, reducing the balance owed to $Ms [redacted] has accepted this as a resolution to her 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, INCDiana J [redacted] Executive Response

August 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 August 11, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] experienced in regards to his T-Mobile accountOur records indicate that on July 12, 2016, Mr [redacted] activated an individual regular postpaid account with the mobile number ending in ***At the time of activation, Mr [redacted] was enrolled in the Simple Choice North America Unlimited Talk and Text rate plan for $per month, plus applicable taxesAdditionally, Mr [redacted] ’s account was enrolled in the JUMP! upgrade and Premium Handset Protection program for $per month, plus applicable taxesPlease note that there are no handset purchases that have been processed on the accountOn July 16, 2016, Mr [redacted] ’s account was charged $70.42, for the billing cycle charges from July 14, 2016, through August 13, Records confirm that a payment was not receivedOn August 16, 2016, Mr [redacted] ’s account was charged $70.42, for the billing cycle charges from August 14, 2016, through September 13, 2016, increasing the balance owed to $Records confirm that a payment was not received for this balanceTherefore, on August 13, 2016, Mr [redacted] ’s account was suspended for non-payment, and remains as such as of the date of this letterIt is important to note that at the time of activation, Mr [redacted] ’s account was enrolled in paperless billingMr [redacted] can check his billing statement by logging into his MyT-Mobile.com account and viewing the PDF statementPlease note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile would like the opportunity to address Mr [redacted] ’s handset concernsUnfortunately, with the information provided to your office, T-Mobile is unable to locate the business account Mr [redacted] references or additional equipment informationTherefore, in order to address Mr [redacted] ’s concerns regarding T-Mobile’s return policy and Limited Warranty Exchange program, T-Mobile requests that Mr [redacted] contact me at the number listed below to provide additional information needed to research this matter furtherBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

Tell us why hereApril 11, 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 March 30, 2018, regarding the above-referenced account We are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction.We regret any inconvenience Mr [redacted] experienced regarding his T-Mobile account balance and we appreciate the opportunity to address his concerns T-Mobile records indicate on January 6, 2018, Mr [redacted] activated his account with line of service ending in and enrolled in our T-Mobile ONE rate at $per month Mr [redacted] also subscribed to the optional AutoPay service to have his payments automatically taken from his credit card and qualify for a $Autopay discount to make his rate plan $per month.Mr***’s first billing statement was produced in the amount of $and was due on January 27, On January 25, 2018, the payment of $was processed through AutoPay After Mr***’s billing cycle ended on February 6, 2018, a new billing statement of $was produced and was due on February 27, Regrettably, on February 17, 2018, Mr [redacted] cancelled his account by porting out his number to another service provided, however, he did not cancel the AutoPay option and on February 25, 2018, the payment of $was processed On February 28, 2018, Mr [redacted] contacted our Customer Care requesting to cancel Autopay and a refund for the last payment; however, the refund was declined as it had not been days since the account was cancelled After the billing cycle closed on March 6, 2018, a final prorated bill of $was produced and due on March 27, On March 17, 2018, the payment of $was returned to T-Mobile unpaid by the Mr***’s financial institution and as such a one-time returned payment fee of $was assessed to his account, for an updated total of $102.66.In an effort to amicably resolve Mr***’s concerns, on April 4, 2018, T-Mobile waived the $balance Mr [redacted] accepted the credit as resolution to his concerns and his account remains cancelled with a zero balance We regret any inconvenience to Mr [redacted] and we appreciate his time and efforts in resolving his concerns.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Sal O***Executive Response

May 16, 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 5, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced in regards to his add-a-lineT-Mobile records confirm that on March 19, 2017, Mr [redacted] activated a third voice line ending line [redacted] on his above-referenced postpaid accountIt is important to note that Mr [redacted] ’s account is subscribed to the Two Lines T-Mobile ONE All In promotional rate plan for $As part of this promotional rate plan, add-a-lines are $per month Records confirm that from March 1, 2017, through March 5, 2017, postpaid customers on an eligible rate plan who have a minimum of two voice lines could activate one additional line for free, via bill creditsAs Mr [redacted] did not activate his voice line during this timeframe, his account did not qualify to receive the promotional bill credits Please be assured that T-Mobile strives 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 T-Mobile records confirm that Mr [redacted] ’s March 31, billing statement reflected a balance owed for the line ending in [redacted] in the amount of $for the prorated charges from March 19, 2017, through March 27, 2017, and $for the charges from March 28, 2017, through April 27, On April 4, 2017, at Mr [redacted] ’s request, T-Mobile cancelled the mobile number ending in [redacted] and applied a credit of $to Mr [redacted] ’s account As Mr [redacted] ’s account reflected a balance owed of $138.50, the account balance was reduced to $On April 18, 2017, T-Mobile received a payment of $90.00, reducing the account to a balance of zeroAdditionally, on April 30, 2017, T-Mobile applied an additional credit of $to Mr [redacted] ’s account, bringing the account to a credit balance of $ In an effort to resolve the matter, on May 16, 2017, T-Mobile applied a credit of $to Mr [redacted] ’s account for the SIM card purchase made on the day of activationAs Mr [redacted] ’s account reflected a balance owed of $95.85, for the May 1, billing statement, the balance was reduced to $Should Mr [redacted] wish to discuss this matter further, he may contact me at the number listed 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 Diana J [redacted] Executive Response

May 11, 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 30, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concerns have been resolved to his satisfaction T-Mobile regrets any inconvenience Mr [redacted] may have experienced regarding the cancellation of the above-referenced accountT-Mobile records indicate Mr [redacted] initiated a lease for an iPhone Plus GB Rose Gold device on our Jump On Demand ("JOD") lease offer on January 29, Mr [redacted] remitted a capital cost reduction payment in the amount of $and agreed to monthly lease payments of $Additionally, Mr [redacted] initiated a JOD lease for a Samsung Note GB Gold device on December 17, 2017, and agreed to monthly lease payment of $At the end of each JOD lease agreement, Mr [redacted] would have the option to purchase the device for the purchase option price JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement On March 9, 2017, Mr [redacted] cancelled his T-Mobile accountMr [redacted] had a total of $plus taxes remaining in lease payments for the Note and a purchase option price of $Likewise, Mr [redacted] had a total of $plus tax remaining in lease payments for the iPhone Plus and a purchase option price of $Accordingly, T-Mobile billed Mr [redacted] , at the time of cancellation, for the remaining lease payments plus taxes which was reflected on his March 19, 2017, billing statement On the March 19, billing statement, Mr [redacted] had a balance of $1,due on April 11, 2017, which included the purchase option price for the Samsung Note GB Gold device and the iPhone Plus GB Rose Gold deviceHowever, T-Mobile records confirm both devices were returnedTherefore, account credits were applied, on April 2, 2017, in the amounts of $and $for the purchase option price of the devices and an adjustment in the amount of $for a monthly lease payment As such, on April 19, 2017, Mr [redacted] was sent a revised bill reflecting the credits for returning the devices and a remaining balance owed of $that was due on May 11, Please note T-Mobile applied an account credit as a good will gesture on April 30, 2017, in the amount of $While it is T-Mobile’s position that Mr [redacted] remains responsible for the remaining JOD payments, in an effort to resolve this matter, on May 3, 2017, T-Mobile applied account credits in the amount of $and $92.22, bringing the current balance to $due by May 11, Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 Customer CareT-Mobile regrets any inconvenience this may have caused Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

September 12, 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 30, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience that this matter may have caused Mr [redacted] and appreciates the opportunity to respond to his concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our Customer Care T-Mobile has confirmed on July 28, 2017, Mr [redacted] elected to change his mobile number on July 28, to the mobile number ending in *** It should be noted, however, that there are a limited quantity of phone numbers available, and it is therefore a possibility a customer will be assigned a mobile number that was used by a previous customer Please be advised that prior to reassigning a previously used mobile number to a new subscriber, T-Mobile holds or “ages” the number for a minimum days Please be advised that T-Mobile has requested all collection activity to be stopped with all collection services in association with the number ending in *** Mr [redacted] is aware that this request can take up to days to take effect and for all collections that may be in association with T-Mobile to stop completelyT-Mobile regrets any inconvenience Mr [redacted] may have experienced in receiving unwanted calls 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 877-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

Tell us why here July 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 19, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter and will forward a copy to Mr [redacted] In Mr [redacted] letter to your office he outlined concerns regarding an account that was opened in his name without his consentT-Mobile records confirm that on November 21, 2016, Mr [redacted] visited a T-Mobile retail store and during this visit mobile numbers ending in ***, ***, [redacted] and *** were activated on the above T-Mobile accountPlease note that in order to activate T-Mobile postpaid services, customers must provide their SSN and agree to a credit evaluationIn reviewing Mr [redacted] ’s account, our records confirm that he provided all of the required information to activate an account and that he agreed to a credit evaluationAs such, the activation of service was completed for Mr [redacted] On January 14, 2017, Mr [redacted] ’s account was cancelled for non-paymentAs such, on January 23, 2017, his final billing statement was mailed to him at his billing address showing an outstanding balance of $217.80, which included monthly access charges and taxes for services from November 21, 2016, the date of activation, through January 14, 2017, the date of cancellationSince payment was not received for the final balance, on February 26, 2017, Mr [redacted] ’s account was referred to a third party agency, [redacted] ***., for collection purposes T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraudA review of the account indicates that billing statements were sent to the address Mr [redacted] supplied in his correspondence to your office Nevertheless, in an effort to amicably resolve this issue, on June 20, 2017, T-Mobile applied a credit of $to Mr [redacted] ’s account to bring the outstanding balance to zeroIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedMr [redacted] ’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be 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 James H [redacted] Executive Response

April 18, 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 10, 2017, regarding the above-referenced account T-Mobile regret any concerns to Ms [redacted] regarding the information she claims was provide to her by our Customer Care representativesPlease note that as Ms [redacted] ultimately cancelled her T-Mobile service on February 17, 2017, the purchase option price of $per handset, totaling $was reflected on her final billing statement dated March 14, As a gesture of good faith and in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile issued a credit of $for the total purchase option price of both iPhone 6s devices, leaving the account with a remaining balance of $which consists of monthly recurring charges, features, applicable taxes and fees billed from February 14, 2017, to February 16, 2017, one EIP and four JOD monthly installments totaling $80.24, the remaining EIP balance of $for the iPad Air Ms [redacted] can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip 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 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, 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 August 6, 2016, regarding the above-referenced prepaid numberPlease be advised 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 poor experience with her payment and subsequent issues with the resolution provided by T-MobilePlease be advised in T-Mobile’s correspondence to your office dated July 21, under file number [redacted] , T-Mobile offered to credit Ms [redacted] ’s prepaid number a total of $to amicably resolve her concernsT-Mobile records confirm $was credited successfully; however, due to an inadvertent error, the remaining difference of $was not credited to Ms [redacted] ’s prepaid numberIn an effort to amicably resolve Ms [redacted] ’s concerns however, T-Mobile provided Ms [redacted] ’s repaid number a credit of $48.00, or the equivalent of one-month of her prepaid service chargesT-Mobile will make additional attempts at contacting Ms [redacted] to review and confirm this resolution meets her expectationsT-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

August 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 July 28, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to address his concernsT-Mobile records indicate that on May 22, 2017, per Mr***’s request T-Mobile converted the account from a prepaid account type to a new postpaid account type for line ending in ***Please note that a prepaid account type does not require personal identifiable information which resulted in a potential discrepancy when the conversion was issued resulting in Mr***’s Social Security Number (“SSN”) not listed on the postpaid accountIn order to resolve Mr***’s concern in a conversation with him on August 4, 2017, T-Mobile advised him to go in to a T-Mobile store with his personal Identification and SSN card for verification and correction of recordsT-Mobile has provided Mr [redacted] the option of setting a password on his account for verification purposes On this same date Ms [redacted] expressed his dissatisfaction in regards to the process of filing a claim through Assurant Solutions to have his Samsung Galaxy Sdevice replacedIn order to amicably resolve Mr***’s concern T-Mobile has agreed to send Mr [redacted] a replacement device and waive the $deductible as long as he sends the damaged device back to T-Mobile within days of receiving the replacement deviceT-Mobile has sent Mr [redacted] an email with return instructions and has issued a $adjustment to cover any shipping chargesMr [redacted] has agreed to this as a resolution 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 informationWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s contact with our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Thania R [redacted] Executive Response

November 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 October 27, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Mr [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letterT-Mobile regrets the billing concerns Mr [redacted] has encounteredOn August 28, 2016, Mr [redacted] remitted a payment in the amount of $to pay off his Sony Xperia ZBlack handsetThe final charge for the Sony Xperia handset was reflected on the billing statement dated September 23, 2016, for services rendered from August 23, 2016, through September 22, Our records confirm Mr [redacted] has not been charged twice for the Sony Xperia handsetOn October 15, 2016, Mr [redacted] ’s account was suspended due to non-paymentCustomers may be suspended when payment in full is not received by the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] remitted a payment in the amount of $and the account was reactivated, the account was assessed a $restore from suspension fee per line of serviceIn order to amicably resolve Mr [redacted] ’s concerns T-Mobile can offer to credit Mr [redacted] ’s restore from suspend fees from June to October for a total credit in the amount of $If Mr [redacted] chooses to accept our offer he may contact me directly at the number listed below no later than November 15, The account reflects a current balance of $for monthly recurring charges, Equipment Installment Plans, a past due balance, taxes and feesThe amount is due by November 15, 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, INCChristopher P [redacted] Executive Response

September 22, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 18, regarding the above-referenced accountWe regret any misunderstanding Ms [redacted] experienced when she visited our retail locationPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] recent visit to our retail locationT-Mobile records indicate that Ms [redacted] account was activated on September 17, on our prepaid Pay As You Go PlanOur records confirm that Ms [redacted] correct address is reflecting on her prepaid account; however, T-Mobile’s sales receipts will not provide the customers addressPlease be advised that per the Terms and Conditions that Ms [redacted] agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Therefore, when Ms [redacted] requested a refund for the activation kit, our retail location declined the refundNevertheless, as a gesture of good faith, T-Mobile has agreed to provide Ms [redacted] a refund of $16.45, which was the cost of the activation kitMs [redacted] should expect to receive the refund in the form of a prepaid refund card within five to seven business days to the address providedWe regret 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 [redacted] Very truly yours, T-MOBILE USA, INCMercedes B [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meBUT its important to clarify that this billing problem start the very first day we ( [redacted] and [redacted] ***) became Tmobile customers, that very first day we got a NOT contract lines, and we paid that day for phones equipment and first month of service, this is simple and common sense, nobody get service out of contract if they don't pay in advance the first month,that day we reject a credit report checking and that was the reason we couldn't setup an automatic payments in our account, making us to do on time one time payments month to month for almost yearsTmobile don't have a record of that very first bill neither me, the only evidence to proof who is right in this case, that's why tmobile agree to refund the last bill paid, another important issue, in the case that tmobile is right and we are not in this case, why Tmobile charge a full month bill, when we paid july and cancel service july (days of service),.we are satisfactory with the response and solution of this case, but tmobile should be carefully treating customers that cancel services, we understand they are a business and don't want lose money, but is wrongful send collection letters the same month of unpaid and disputed bill, without effort to find better solution first, that letter they sent to us is offensive after we was long time good customers and the paragraph included informing if we return to tmobile all cancellation fees in our account will be removed, we interpret this as menace and offensive, we never going back to Tmobile NEVER EVER, this complain was no about money, was Justice aboutWe thanks to Revdex.com and tmobile too, for this final resolution.Sincerely, [redacted] ***

July 27, 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 July 21, 2015, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the accountT-Mobile is pleased to advise that we have contacted Ms [redacted] and resolved the matter to her satisfactionIn an effort to amicably resolve the matter and upon speaking to Ms***, on July 16, 2015, T-Mobile submitted an electronic refund in the amount of $to be credited to Ms***’s checking accountPlease be advised that Ms***’s refund should appear within one to three business days from the above noted refund submission datePursuant to our above-referenced conversation with Ms***, her concerns have been fully resolvedT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed as resolvedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCBrandon M [redacted] Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his accountT-Mobile records confirm that Mr [redacted] is subscribed to our Premium Handset Protection (PHP) for $per monthPHP is a device protection program provided by T-Mobile on behalf of Assurant SolutionsPHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions On October 23, 2016, Mr [redacted] filed an insurance claim for his handsetPlease be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment to avoid being charged a non-return feeOur records do not indicate that the handset was returned to Assurant; and as such, Mr [redacted] was charged a $non-return fee for the handset As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 25, 2017, T-Mobile applied a credit of $to Mr [redacted] ’s account for the non-return fee leaving his account with a balance of $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response