T-Mobile USA

September 14, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327Re: [redacted] T-Mobile Account Holder: [redacted] Your File No10800936T-Mobile Account No [redacted] & T-Mobile Prepaid No***-***-***To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 6, 2015, from [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account.T-Mobile regrets any misunderstanding regarding the funds left on Ms [redacted] T-Mobile Pay As You Go account T-Mobile records confirm that Ms***, T-Mobile Pay As You Go account in fact remains with a current balance of $ Although Ms [redacted] is no longer in use of the service, it is important to note that pursuant to the Terms and Conditions 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 the funds of $27.75, be transferred to her current line under account no [redacted] , T-Mobile respectfully declined her requestNevertheless, in an effort to amicably resolve the matter, on September 11, 2015, T-Mobile has agreed to issue a credit of $to account [redacted] As of the date of this letter, the amount of $reflects as a credit balance on Mr***’s account Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours,T-MOBILE USA, INC.Sacny A [redacted] Executive Response

T-Mobile, I accept this, conditionally I speak only to the conditional agreement of the letter mentioned in the responses The condition being that their "good faith" agreement holds up and Amsher is willing to accept this as a means to remove this from my credit history (not just paid in full status) If this is not truthful and they do not comply, I will re-open this case as T-Mobile is the only one with account rights to the collection agency I am awaiting a reply from Amsher soon on this matter It may take days to process, but it shouldn't take days for them to acknowledge I would quickly like to reiterate that this complaint has nothing to do with the fact that I owed the balance I acknowledged that from the first sentence The nature of the complaint is with my inability to pay after calling and asking for how much I still owed and why I couldn't see my balance online I made an attempt to pay and was not allowed to pay This is not a collections worthy circumstance It's business ethics and I simply wanted my credit status to be 100% restored as if it never happened Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is conditionally satisfactory to me as long as it complies like mentioned above.Sincerely, [redacted] ***

February 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 28, 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 any inconvenience Mr [redacted] experienced in regards to his international coverageAs Mr [redacted] mentions in his correspondence, he is roaming internationally outside of the United StatesAs Mr [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areas when roaming on another carrier’s networkThere are many factors that may affect Mr [redacted] ’s coverage while utilizing another carrier’s network outside of the United States, such as the other carrier’s cell equipment or congestion issues with their towersT-Mobile has processed troubleshooting steps to ensure that Mr [redacted] ’s handset or SIM Card were not causing his connection issues and have not found them to be at faultHowever without being able to speak directly to him we are unable to complete all necessary troubleshooting stepsOn February 2, 2016, T-Mobile applied a courtesy credit of $69.89, for the billing cycle charges from January 25, through February 24, 2016, reducing the account to a zero balanceShould Mr [redacted] wish to process any additional troubleshooting, he may contact me directly at the number listed below or reply directly to the emails that we have sent to himWe look forward to hearing from Mr [redacted] and resolving 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, INC [redacted] J [redacted] Executive Response

May 9, 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 May 1, 2017, from [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same person T-Mobile regrets any ongoing concerns Ms [redacted] experienced in regards to her account balanceAs stated in our previous letter to your office, on April 12, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled when Ms [redacted] ported the number to another service providerT-Mobile records confirm that on December 2, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”)Additionally, on December 15, 2016, Ms [redacted] ’s mobile number ending in [redacted] was cancelled at Ms [redacted] ’s requestHowever, Ms [redacted] ’s mobile number ending in [redacted] remained active and in use on the account as we did not receive a request for cancellation T-Mobile records confirm that on August 17, 2016, Ms [redacted] ’s billing statement reflected a balance owed of $On September 9, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zeroOn September 17, 2016, Ms [redacted] ’s billing statement reflected a balance owed of $Records confirm that on September 25, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zeroOn October 17, Ms [redacted] ’s billing statement reflected new charges of $Records confirm that on November 4, 2016, T-Mobile received a payment of $120.96, reducing the account balance to zero On November 17, 2016, Ms [redacted] ’s account reflected a balance owed of $As a payment was not received for this balance, it carried forward to Ms [redacted] ’s following billing statement dated December 17, 2016, which reflected new charges of $201.38, increasing the balance owed of $Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms [redacted] ’s January 17, billing statement, which reflected a balance owed of $47.68, increasing the balance owed to $ Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms [redacted] ’s February 17, billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $As payment was not received for the full balance owed, it carried forward to Ms [redacted] ’s March 17, 2017, billing statement which reflected a balance owed of $for the accelerated charge of $for the above-referenced LG Ghandset, $late invoice charge and $in taxes, increasing the balance owed to $On April 13, 2017, T-Mobile applied a credit of $134.25, for the final billing statement total, reducing the balance owed to $ In an effort to amicably resolve the matter, on May 5, 2017, T-Mobile applied a credit of $89.36, for the billing cycle charges from January 17, through February 17, 2017, reducing the balance owed to $As Ms [redacted] has expressed that she has additional payment documentation that reflects that she made additional payments to the account, T-Mobile has requested that she send her documentation to T-Mobile’s Executive Office within days for reviewT-Mobile will review Ms [redacted] ’s documentation and apply any missing payments to her balance should it be warrantedMs [redacted] has accepted this as a resolution to her concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Diana J [redacted] Executive Response

September 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 September 2, 2015, regarding the above-referenced account T-Mobile has made several attempts to contact Mr [redacted] regarding this matter which have been unsuccessful Therefore T-Mobile will make every effort to fully address Mr***’ concerns in this letter In his letter to your office, Mr [redacted] states there were charges on previous billing statements that he did not authorize T-Mobile understands seeing unexpected charges on a billing statement can be upsetting and we regret if this was the case with Mr*** On April 23, 2015, Mr [redacted] authorized a Change of Responsibility to have the mobile number ending in [redacted] transferred from his T-Mobile account to a T-Mobile account under someone else’s name The Change of Responsibility was completed on May 2, and on May 5, an Equipment Installment Plan (“EIP") for a Samsung Galaxy Swas also transferred to the new account It is important to note that Mr***’ account was billed in arrears, meaning all bills received are for service provided the month prior; the billing cycle began on the 3rd and ended on the 2nd of the following monthBecause the EIP transfer took place mid-cycle, the following billing statement, which was issued on June 3, 2015, included the final installment prior to the EIP being transferred to a new account While this installment was a valid charge, on June 22, 2015, T-Mobile Customer Care applied an adjustment of $to offset the installment On July 10, 2015, Mr [redacted] ported both of the mobile numbers on his account to a new carrier thus canceling his account The final billing statement was issued on August 3, and included a balance of $due on August 23, This balance included monthly recurring charges for the period of July 3, through August 2, As outlined in our policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Mr [redacted] was billed through August 2, Upon careful inspection of the account, T-Mobile has confirmed that on August 19, 2015, Mr [redacted] spoke with our Customer Care department regarding a Name ID feature that had been added to both mobile numbers on the account; this feature shows the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book This feature was added as a free trial on March 11, 2015, during an in-store handset purchase The free trial ended in June at which time each line began being billed $per month for the service T-Mobile records confirm the feature was removed from the line ending in [redacted] on June 27, 2015, and from the line ending in [redacted] on June 29, On August 19, 2015, a credit of $was applied to the account for the prorated charges, including applicable taxes, for the period of time the feature was active on each line This reduced the final balance due to $ In an effort to amicably resolve this matter, T-Mobile is offering to waive the final balance in full due to Mr***’ previous tenure with T-Mobile as well as his excellent history A hold has been placed on Mr***’ account to prevent any collection activity while we await Mr***’ response T-Mobile asks that he please respond no later than October 9, 2015, by contacting us 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 attention Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC Liana G [redacted] Executive Response

I just want to let you know that T-Mobile called me about my Complaint ID # [redacted] and said they would apply credits to my account that would equal the promotion they originally offered me Providing they do put the credits on my account, my issue has been resolvedThank you so very much for your help [redacted]

May 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 27, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account T-Mobile regrets any concern that Ms [redacted] has experienced regarding her equipment purchasePlease 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] ’s recent contact with our Customer Care team and or retail location Upon speaking with Ms [redacted] , she confirmed that her concerns were in regards to T-Mobile Customer Service and initial phone purchases made on November 26, 2016, December 2, 2016, and December 7, Beginning September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone or newer model for the iPhone or iPhone PlusT-Mobile records indicate that on November 26, 2016, December 2, 2016, and December 7, Ms [redacted] purchased two Apple iPhone plus 128GB for lines ending in ***, [redacted] and one Apple iPhone 128GB for line ***Pursuant to our conversation with Ms [redacted] , she indicated that her concerns have since been resolved regarding the Apple iPhone Traoffer T-Mobile regrets any confusion surrounding the differing technologies that different wireless carriers’ networks operate onT-Mobile branded devices are fully compatible with Global System for Mobile Communications (“GSM”) technologyOther carriers run on Code Division Multiple Access (“CDMA”) technology to provide service to consumersIt is very important to note that T-Mobile does not receive from the manufacturers or have access to CDMA enabled devicesIn addition, although our GSM handsets may work on a CDMA network, we cannot guarantee full functionality of our equipment if unlocked for use with a different carrier, particularly carriers whose networks operate on CDMA technology Our records indicate Ms [redacted] was provided Mobile Device Unlock (“MDU”) for the lines of service ending in ***, ***, ***, ***, and ***As such, Ms [redacted] and her father may choose to take these devices to another carrierT-Mobile regrets any inconvenience to Mrand Ms [redacted] Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionIf you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Sharon B [redacted] Executive Response

April 11, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced accountT-Mobile records confirm the account holder of record is [redacted] and [redacted] has been designated as an authorized user on the account T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channelsWe regret any concerns Mr [redacted] has experienced regarding the T-Mobile ONE 4th Line Free offer and the September iPhone T-Mobile ONE offer According to our records on September 28, 2016, Mr [redacted] activated the above referenced account with mobile numbers ending in ***, ***, [redacted] and [redacted] during the T-Mobile ONE 4th Line Free promotional periodThis promotion provided customers the 4th line free under T-Mobile ONE reducing the cost of a four line account to $per line per month via a promotional bill credit to cover the cost of the 4th line monthly recurring charge Our records confirm that on December 27, 2016, the account was successfully enrolled into the T-Mobile ONE 4th Line Free offer, making it eligible for a monthly $promotional bill credit to cover the 4th lineAdditionally, as the account is enrolled to AutoPay, it is also eligible to receive monthly bill credits of $per line totaling $monthly for Mr***’ six lines of service On September 28, 2016, Mr [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of three iPhone gigabytes (“GB”)At the time of purchase, a down payment was not required; yet, Mr [redacted] remitted a payment of $for the taxes on the retail price of the devices and a series of monthly installments in the amount of $($per handset) were accepted Please be advised that from September 26, 2016, for a limited time, T-Mobile offered the September Apple iPhone T-Mobile ONE offer whereby new and existing customers could tratheir fully paid off iPhone 6s and receive a new iPhone purchased under EIP, for $via EIP bill credits to their accountsThere were several eligibility requirements for this promotion and review of the account confirms that it was eligible for the promotion After further review of Mr***’ device trade-ins associated to the above mentioned offer, T-Mobile found that only two were processed into our warehouseTherefore, as of March 13, 2017, credits totaling $for the travalue of both devices were posted to the accountOn March 14, 2017, and although T-Mobile had no record of receipt of a third device trade-in, as a courtesy, a credit of $for the travalue of a third device was posted to the accountAs of April 5, 2017, the account reflects a credit balance of $Because a trawas required to qualify for the September Apple iPhone T-Mobile ONE offer, Mr [redacted] was not enrolled in the promotion for his third line of service ending in ***In addition, and due to an inadvertent error, the second line ending in [redacted] was not properly enrolled in the promotion However, in an effort to amicably resolve this matter, on April 6, 2017, T-Mobile agreed to close and credit the EIP of two iPhone 32GB devices that were not enrolled in the promotion therefore fulfilling the September Apple iPhone T-Mobile ONE offer for these devicesMr [redacted] will receive promotional EIP bill credits of $per month for the remaining iPhone handset under the line ending in [redacted] as it is properly enrolled into the September Apple iPhone T-Mobile ONE offer Additionally, on April 6, 2017, pursuant to Mr***’ request, T-Mobile changed his rate plan to T-Mobile ONE Taxes Included rate plan which will total $per month for his five voice lines of serviceMr [redacted] understands that by changing his rate plan he will no longer be eligible for the T-Mobile ONE 4th Line Free offerAlso, pursuant to Mr***’ request, the mobile internet line ending in was changed to T-Mobile ONE Tablet Taxes Included data rate plan for $per monthHowever, Mr [redacted] will receive a mobile internet discount of $per month so long as he maintains at least one active voice line on his account, reducing his mobile internet rate plan to $per month In addition to the above mentioned EIP’s for the iPhone of $27.09, Mr [redacted] also has four additional active EIP’s that total $per monthMr [redacted] than receives additional promotional bill credits totaling $for the November Samsung Tablet On Us offer and the Sept T-Mobile ONE Affordable Smartphone On Us offerPlease be advised that Mr***’ therefore will continue to receive a total of $in promotional bill credits and AutoPay discounts reducing his estimated monthly recurring charge to $including all EIP monthly installments on the account and after all promotional bill credits have been applied 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

March 21, 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 8, 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 T-Mobile regrets any concerns Mr [redacted] experienced in regards of the Free Add-A-Line: This One’s On Us promotionT-Mobile records confirm that as of May 19, 2016, Mr [redacted] is currently subscribed to the Simple Choice North Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00, provides the first two lines with unlimited talk, text and data provided at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthT-Mobile has no records of a rate plan change being assessed to Mr [redacted] ’s account As Mr [redacted] mentions in his correspondence, from March 1, 2017, through March 5, 2017, T-Mobile offered the Free Add-A-Line: This One’s On Us where postpaid customers on an eligible plan who have a minimum of two lines can activate one additional line for free Please be advised that T-Mobile has extensively reviewed Mr [redacted] ’s account and regretfully T-Mobile has been unable to substantiate Mr [redacted] ’s request to activate a new line on March 4, T-Mobile records reflect that Mr [redacted] did not activate a new line of service during the promotional time frameAs such, Mr [redacted] did not meet all of the requirements for the promotion Please note that Mr [redacted] may activate a new line of service at any time by contacting Customer Care or visiting the www.T-Mobile.com websiteFor only $a month Mr [redacted] will receive unlimited talk, text, and dataT-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Juan B [redacted] Executive Response

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 12, 2016, regarding the above-referenced accountT-Mobile regrets Ms [redacted] ’ concerns regarding her Apple iPhone 6S Plus handsetBy purchasing T-Mobile equipment, Ms [redacted] receives a one-year Limited Warranty provided by the manufacturer of the deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee (“SWPF”), 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 confirms that as of August 17, 2016, a warranty exchange handset has been shipped to Ms [redacted] In an effort to resolve this matter amicably, T-Mobile has applied an account credit of $82.05, which includes the disputed SWPF and monthly recurring chargesThe courtesy credit impacted Ms [redacted] ’ current account balanceThe remaining account balance of $includes monthly recurring charges, Equipment Installment Plan charges, JUMP! On Demand lease payments and applicable taxes from the August 2, 2016, billing statementT-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, INCPancho Q [redacted] Executive Response

January 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 29, 2016, regarding the above-referenced account numberT-Mobile regrets any concerns Mr [redacted] has in regards to our Samsung / LG Black Friday promotionPlease note this promotion offered eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trada qualifying fully owned Apple, Samsung, or LG phone from any carrier a free or discounted Samsung Galaxy S7, Samsung Galaxy Sedge, or LG VT-Mobile records confirm Mr [redacted] purchased two Samsung Galaxy SEdge 32GB devices in a T-Mobile third party retailer on November 25, 2016, on our Equipment Installment Plan (“EIP”) with two $down payments plus taxesWith two Samsung Galaxy Sdevices tradthe new devices would have qualified for monthly bill credits reducing the total cost to $each if the data plans for the numbers were changed to an Unlimited Data planRegrettably, as both numbers were on 4GB Data plans they did not qualify for this promotionHowever, due to an inadvertent error both numbers received text messages on November 30, 2016, advising they did qualify for the promotion and there was nothing they needed to do to receive the monthly bill creditsPlease note, both orders were charged $down payment and have been charged a $EIP eachThe $they would have owed would have been reduced to $eachOn December 8, 2016, new text messages were sent to the two numbers correcting the previous messages and advising Mr [redacted] they did not qualify for the promotion after allOn December 30, 2016, we spoke with Mr [redacted] and advised as a courtesy to him and in an effort to amicably resolve this matter we credited both $down payments and $EIP charges for a total of $and closed the Samsung Galaxy SEdge EIPs completely, providing the devices for freeMr [redacted] ’s current account balance was reduced to $Mr [redacted] stated he was happy with this resolutionBased 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, INCDaniel R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Just to let you know the TMobile you contact for resolutions had no done anything ..except that today I receive a Final notices that m y account will be send to collections. Please find attach such letter. Someone from TMobile wrote a min e-mail in this regards asking me when will be the best time to call me that is it. But I do not have anything to discuss by the phone with them because I have spoken to several people and no solutions it was done. Reasons I ask for your the BBB help. They are charging me for services not provide because it was canceled . So please do not ask for some to call me... I am under psychological therapy because of my Post-traumatic syndrome for the death of my husband caused by that obsolete service. Best regards [redacted] Sincerely, [redacted]

October 27, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 20, 2016, regarding the above-referenced account. T-Mobile regrets any additional refund concerns Ms. [redacted] has experienced. Please note that T-Mobile has not received the necessary documents from Ms. [redacted] in order to investigate the unauthorized charge of $133.08. However, on October 26, 2016, as a gesture of goodwill, T-Mobile issued a refund in the amount of $133.08 in the form of a prepaid refund card to Ms. [redacted] ’s billing address. Please allow seven to ten business days for the refund card to arrive. If Ms. [redacted] has not received her refund card after ten business days, she will have to contact Citibank at 877-855-7201. Ms. [redacted] ’s account remains closed with a zero balance. Should Ms. [redacted] wish to activate new service or place a new order for equipment, she may visit her local T-Mobile retail store, visit www.T-Mobile.com, or by contacting our Telesales at 800-T-Mobile. T-Mobile regrets any inconvenience to Ms. [redacted] . Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. William B [redacted] Executive Response

May 23, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] ***- [redacted] Your File No. [redacted] T-Mobile Account No.... [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***- [redacted] , and that he has designated [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Ms. ***, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any account concerns Ms. [redacted] has experienced. T-Mobile records confirm that as of March 8, 2017, Mr. ***- [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Furthermore, T-Mobile records confirm that the data lines ending in [redacted] and [redacted] are subscribed to the Simple Choice North America with 6GB of Data promotional rate plan, which for $35.00 per month, provides each line with 6GB of data at up to 4G/LTE speeds depending on device capability. Please note that each line receives a monthly simple choice family discount in the amount of $14.99. Lastly, the data line ending 9618 is subscribed to the Simple Choice North America with 5GB of Data, promotional rate plan, which for $20.00 per month, provides the data line with 5GB of data at up to 4G/LTE speeds depending on device capability. Please note that this data line receives a monthly simple choice family discount in the amount of $12.55. T-Mobile regrets to hear of Ms. ***’ concerns regarding a handset that she states was returned and continued to be charged on the account and would like to further discuss the matter to see how we may be able to assist her. We ask that Ms. [redacted] please contact me to go over the account and clarify any questions regarding the above referenced concerns. Ms. [redacted] may contact me at the below number between 6:00am and 4:30pm pacific standard time Monday, Tuesday, Thursday or Friday. T-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 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. Abigail ***-R [redacted] Executive Response

July 5, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 28, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted] , which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted] concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced with his account in regards to a monthly discount. T-Mobile records confirm that Mr. [redacted] was previously subscribed to our monthly discount program known as The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. T-Mobile records confirm that on March 11, 2016, T-Mobile sent Mr. [redacted] notification via U.S. Mail as well as a text message notification to advise him that recertification was needed to retain his Advantage Program discount. Mr. [redacted] was advised that he would need to submit the required documents for recertification no later than April 17, 2016, or the discount would be removed from his account. Regrettably, T-Mobile did not receive Mr. [redacted] documents, and as such, on May 10, 2016, the Advantage Program discount was removed from his account. In an effort to amicably resolve Mr. [redacted] concerns, on May 31, 2016, T-Mobile returned the monthly Advantage Program discount to his account. Please note, however, that it may take up to two billing cycles for the discount to appear on the monthly billing statement. As a gesture of goodwill, on July 5, 2016, T-Mobile issued a credit to Mr. [redacted] account in the amount of $20.00, which equals approximately two months of the Advantage Program discount. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P [redacted] Executive Response

April 6, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in... receipt of your correspondence dated April 1, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] ’ concerns to her satisfaction. T-Mobile understands that unexpected charges on a monthly billing statement can be very concerning and we regret any inconvenience to Ms. [redacted] in regard to her recent handset exchange. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S6 Edge 128GB handset on August 13, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If, upon receipt of the non-working device, it is found to not be in good physical condition, an Out of Warranty Fee will be assessed. T-Mobile has confirmed that, on February 2, 2016, Ms. [redacted] visited an authorized T-Mobile dealer for assistance with her device. During this visit, the T-Mobile dealer determined a Handset Exchange was necessary and processed the order for Ms. [redacted] . It is important to note that, at the time the order was processed, the T-Mobile dealer was to inspect the device in order to insure it was in good physical condition prior to the exchange being processed. Based on these findings, T-Mobile has determined the Out of Warranty Fee and associated taxes will be waived; Ms. [redacted] ’ account now reflects a revised balance of $102.05 which is due no later than April 17, 2016. In Ms. [redacted] ’ letter to your office, she has also expressed concern that the replacement device she received has damage to the LCD screen. T-Mobile takes such matters very seriously and strives to ensure our customers receive fully functioning devices when taking advantage of our Handset Exchange Program. In an effort to amicably resolve this matter, and because Ms. [redacted] is a very tenured customer with an excellent account record, T-Mobile will ship Ms. [redacted] a new replacement device from our executive office of the same make and model at no cost. Please note that T-Mobile does not have the same color of device in stock as the one Ms. [redacted] originally purchased, however she has agreed to receive an alternate color. 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. Liana G [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 24, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] has experienced regarding her above-referenced T-Mobile accountRecords confirm that Ms [redacted] filed for Bankruptcy as of March 24, Per bankruptcy guidelines Ms [redacted] is not responsible for charges prior to the file date A 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 businessT-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another account on May 6, Please be advised that, as the mobile internet line [redacted] was not transferred during the above-referenced COR, that it remained active on the account and continued to accrue monthly service charges As payment was not received, on May 14, 2016, Ms [redacted] ’s account was suspended for non-paymentMs [redacted] ’s account was ultimately cancelled for non-payment, on July 13, Please be advised that, upon receipt of Ms [redacted] ’s documentation on November 23, 2016, T-Mobile applied a credit to the account in the amount of $3,for charges through March 24, 2016, which reduced the balance to $which consists of monthly access charges, applicable taxes, and fees accrued during the period of March 24, 2016, through July 13, It is T-Mobile’s position that this balance is accurate as it was incurred after the bankruptcy file date Due to continued non-payment, on September 3, 2016, Ms [redacted] ’s account was transferred to the third-party collection agency, Convergent Outsourcing Inc., for collection of the outstanding balanceAs of March 9, 2017, Ms [redacted] ’s account was transferred to the third-party collection agency, Sunrise Credit Services, for continued collection effortsMs [redacted] may contact them at 1-800-645-for payment options Furthermore, regarding treatment for Ms [redacted] ’s post-petition account balance, Ms [redacted] may send updated bankruptcy documentation to the following: T-Mobile USA, Inc Bankruptcy Department P.OBOX Bellevue, WA 98015- Ms [redacted] will need to include her above-referenced account number and her social security number with her documentationUpon receipt of the updated bankruptcy documents, Ms [redacted] ’s account will be updated accordinglyWe regret any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] 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 accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any concerns Ms [redacted] experienced in regards to her Stateside International Calling featurePlease note that customers who are subscribed to an eligible rate plan and who plan to make international long distance calls from the United States may choose to add one of a couple different international call features to their account in an effort to reduce the rates charged • The Stateside International feature which is available at a cost of $per month provides unlimited calling to landline phones from the United States to more than foreign countriesIn addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than countries • The Stateside International with Mobile feature, available at a cost of $per month provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional countries as well as a 1,minute bucket for calling mobile numbers in MexicoWith both of these features, calls made using a connection are charged the same discounted rates depending on the feature the customer is subscribed to T-Mobile records confirm that on May 17, 2016, Ms***’s account was subscribed to the Select Choice Unlimited Talk and Text rate plan for $plus taxes, per monthAdditionally, Ms***’s voice line was subscribed to the Simple Choice Unlimited Data feature for $20.00, plus taxes, per month Records confirm that on that day, Ms***’s account was subscribed to the Stateside International with Mobile feature for $15.00, plus taxes, per monthIt is important to note that this feature remained on Ms***’s account until February 15, 2017, when Ms [redacted] contacted T-Mobile’s Customer Care department and advised that the account should be subscribed to the Stateside International feature for $10.00, plus taxes per monthAs a result, on that day, Ms***’s account was subscribed to the Stateside International feature for $10.00, plus taxes per monthPlease note that this feature does not cover calls to mobile numbersTherefore, as Ms [redacted] was calling mobile numbers in Poland, her account was charged $per minute for those calls T-Mobile records confirm that Ms***’s February 17, billing statement reflected a balance owed of $As a payment was not received for this balance, it carried forward to Ms***’s March 17, billing statement, which reflected a new balance owed of $98.40, increasing the balance owed to $Records confirm that this billing statement reflected Stateside International calling charges of $39.82, as well as a late fee of $On March 29, 2017, T-Mobile received a payment of $64.30, reducing the balance owed to $ As payment was not received for the balance owed, it carried forward to Ms***’s April 17, billing statement, which reflected a new balance owed of $80.30, increasing the balance to $It is important to note that this billing statement reflected Stateside International calling charges of $21.67, as well as a late fee of $ In an effort to resolve the matter, on May 1, 2017, T-Mobile subscribed Ms***’s account back to the Stateside International with Mobile feature for $15.00, plus taxes, per monthAdditionally, on that day, T-Mobile applied a courtesy credit of $70.82, reducing the balance owed to $On May 2, 2017, T-Mobile received a payment of $107.88, reducing the account balance to zeroShould Ms [redacted] wish to discuss the matter further, she may contact me directly 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

Complaint: [redacted] I am rejecting this response because: Pre my attorney, you are not to be talking toSo I will not contact your legal departmentI will share all documents information with them It was illegal for communication to talk with from the start read the law Sincerely, [redacted]

June 9, 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 June 4, 2016, regarding the above-referenced accountT-Mobile records indicate that [redacted] is listed as an authorized user on [redacted] accountT-Mobile regrets any concerns Mr [redacted] experienced regarding charges for insurance on his T-Mobile 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 contact with our retail locationOn July 21, 2015, Mr[redacted] activated a line ending in and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone deviceAt the time of activation, a Premium Handset Protection feature for $per month was added to his linePlease 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 chargesIf a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s)The first notice T-Mobile received regarding a dispute of the Premium Handset Protection feature and associated charges was on June 3, T-Mobile removed this feature and provided a credit of $to cover six months of the $monthly chargeIn an effort to amicably resolve this matter, T-Mobile issued an additional credit of $to cover the remaining six months of the $monthly chargeThe credit leaves a credit balance of $on the accountMr [redacted] indicates the credit resolves his concerns to his satisfactionT-Mobile regrets any inconvenience to Mr***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, INCJennifer G [redacted] Executive Response