T-Mobile USA

Complaint: [redacted] I am rejecting this response because: T-Mobile lists the data usage for the account However, this does NOT breakdown which was used on LTE and NON-LTE speeds I can tell you that since this issue started all of that data usage has been NON-LTE as T-Mobile's own tech support had me change the settings on BOTH phones to only allow NON-LTE services.On one of the phones (The LG) I pay a premium of $25.00/month for access to 4GLTE NON-Throttled coverage, which I am unable to get I have checked the speeds using the mobile app "speedtest" by [redacted] a VERY trusted source in speed detection When I change the phones to capture 4GLTE speeds the speeds are 4GLTE speeds for about minutes, then decline to less than 2G speeds and remain until I change the data back to NON-LTE service and the speeds accelerate back to 4G speeds (give or take a few times when network usage was heavy).I also use the LG phone as a "hotspot" for my computer/desktop When I change the speed back to the 4GLTE service it works again for about minutes then my computer displays "no internet access" meaning the data from the T-Mobile service has been cut off Immediately upon making the change back to the 4G NON-LTE service my computer displays "internet access" meaning I now have access to the data.So to be responsible, since I am unable to access the 4GLTE service and I am paying the $for UNLIMITED 4GLTE service on one of the lines, I should be able to keep the service and receive a credit of $25.00/month until I feel this issue has been resolved to MY SATISFACTION!T-Mobile claims they have had techs out to the area, again, I seriously doubt this I will continue to doubt this until an actual tech contacts me here locally and meets WITH ME to show me either what I am doing wrong with the phones (yes, PHONES) or sees that the issue is actually an issue and we determine the solution.This back and forth of T-Mobile trying to get out of fixing an issue that I have paid for and continue to pay for and provide no further resolution or long standing credits to the account is stupid and ridiculous at best Stop trying to pull the wool over my eyes, a college educated gentleman who is NOT a novice when it comes to cellular phones Fix it or provide the PROPER AND FAIR CREDITS I deserve I should not have to leave a company because they "want me to move on", I should leave because I want to leave.I demand the respect that I entitled to and the credits for which my services are not working, if we cannot come to a happy medium, I will start the process of charging back every charge I have done with T-Mobile with my credit card issuer for "services not rendered" and yes I have this right afforded to me under Federal law and I will use it Sincerely, [redacted] (Formally ***)

August 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] ***- [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 23, 2017, regarding the above-referenced account We regret any concerns Mr***- [redacted] has regarding his T-Mobile billing 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 visit to our retail locationMr [redacted] activated T-Mobile service on October 15, 2010, and subscribed to the Unlimited Loyalty $monthly rate plan Please be advised on July 7, 2012, Mr***- [redacted] added mobile number ending in ***, to his T-Mobile account It is important to note T-Mobile records confirm that on August 24, 2014, Mr***- [redacted] added the mobile numbers ending in ***, and and elected to change his rate plan to the Simple Choice Family Unlimited Talk, Text, and Data four lines $monthly plus taxes and feesOn November 29, 2016, Mr***- [redacted] elected to change his rate plan to the T-Mobile ONE TE $monthly rate plan Additionally, Mr***- [redacted] ’s mobile numbers ending in ***, and [redacted] subscribed to the optional Add-a-Line $monthly for a total monthly recurring charges of $plus taxes and fees T-Mobile records confirm on November 11, 2016, Mr***- [redacted] took advantage of the Equipment Installment Plan (“EIP”) offering with the purchase of four LG KGold handsets At the time of purchase Mr***- [redacted] agreed to remit monthly installments in the amount of $ It is important to note Mr***- [redacted] took advantage of T-Mobile’s Fall Smartphone T-Mobile ONE promotional offer that was offered from October 21, through November 29, Please note customers who sign up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on EIP can receive a discount on the device via EIP bill creditsIt is important to note pursuant to T-Mobile’s terms and conditions which can be found on our website www.T-Mobile.com indicate that if a customer has a billing dispute they have days from the charge to dispute the charge In order to amicably resolve Mr***- [redacted] ’s concerns, T-Mobile has agreed to apply a onetime credit in the amount of $225.00, leaving a credit 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 attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Christopher P [redacted] Executive Response

April 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, from [redacted] regarding the above-referenced file number Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that Ms [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting Ms [redacted] regarding her correspondence to your officeThe account holder of record may add Ms [redacted] to the account by contacting T-Mobile Customer Care at 1-800-937- Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter furtherT-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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Mercedes V [redacted] Executive Response

April 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 6, 2017, regarding the above-referenced file number Although Mr [redacted] states he is an authorized user of the account, T-Mobile records confirm that Mr [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr [redacted] regarding his correspondence to your officeThe account holder of record may add Mr [redacted] to the account by contacting T-Mobile Customer Care hours a day at 800-937-Additionally, Mr [redacted] may have one of the authorized users on the account contact me at the number listed below to discuss this matter further Furthermore, please be advised that T-Mobile has not received a notice of representation from Mr [redacted] ’s attorneyHowever, if Mr [redacted] has retained legal counsel, all communication must be sent to T-Mobile’s Legal department via written correspondence at the following address: T-Mobile Wireless Legal Department SE 38th Street Bellevue, WA 98006- 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

December 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Name: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 27, 2016, regarding the above-referenced accountPlease note that Mr [redacted] is listed on Ms [redacted] ’s account as an Authorized User and is able to discuss account details and make account changesT-Mobile is pleased to report we have successfully resolved Mr [redacted] ’s concerns to his satisfactionT-Mobile understands the importance of ensuring our customers receive their new devices within the promised timeframe for delivery and we thank Mr [redacted] for his bringing this matter to our attentionT-Mobile records indicate that on September 20, 2016, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 32GB Rose Gold handsetEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on Mr [redacted] ’s personal credit history at the time of Mr [redacted] ’s purchase, Mr [redacted] was not required to make a down payment; however, he agreed to pay $ 152.48, which is for the taxes on the full retail price of the device as well as the full retail cost of accessories purchased with the deviceDue to such high demand, the device was on backorder and Mr [redacted] was advised the device and accessories were expected to be shipped between November 22, and December 6, In the case of backorders, it is important to note that the payment due at the time of purchase is not collected until the order is ready to ship and is typically withdrawn approximately hours prior to the anticipated ship dateUpon a careful review of Mr [redacted] ’s order, T-Mobile records indicate the payment for the order was collected on November 14, 2016, however due to a system error the order was not successfully shippedT-Mobile regrets any inconvenience to Mr [redacted] and thanks him for his understanding and patience in regards to this matterA replacement order was placed on December 2, and shipped to Mr [redacted] on November 6, via UPS overnight shipping and is anticipated to be delivered by the end of the day on December 7, 2016; the tracking number is [redacted] In order to provide Mr [redacted] with a truly un-carrier experience, and due to the excellent account history, T-Mobile has agreed to honor his request for a $account credit as compensation for this matterAs of the date of this letter, Mr [redacted] ’s account reflects a credit balance of $which will be applied toward the next billing statementT-Mobile has also provided Mr [redacted] with the below contact number and advised him to contact the Executive Response Team should he require any further assistance with this orderBased 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, INCLiana G [redacted] Executive Response

February 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 13, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterT-Mobile is pleased to advise that Ms [redacted] ’s concerns have been resolved to her satisfaction T-Mobile regrets any concerns Ms [redacted] has experienced with regards to the above referenced account statusT-Mobile records confirm that Ms [redacted] activated the above referenced T-Mobile account on October 31, At the time of activation Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SEdgeMs [redacted] was asked to make a down-payment in the amount of $and a series of monthly installments in the amount of $ Regrettably, Ms [redacted] advises that a family emergency arose therefore she was required to leave the country to tend to the emergencyAs UPS attempted delivery of the device, and the recipient (Ms [redacted] ) was unavailable, the equipment was returned to T-Mobile As T-Mobile was not made aware that Ms [redacted] was leaving the country, the account was cancelled for non-payment on December 22, As the account balance of $remained past due, on February 2, 2017, T-Mobile began the process of enlisting the assistance of a third party to collect the balanceAs such, a collection agency fee in the amount of $was added to the account balance increasing the total outstanding account balance to $284.44, and the account was placed with Enhanced Recovery ServicesFurthermore, when Ms [redacted] returned from abroad, she was instructed that she would have to activate another T-Mobile account, which she did with account number [redacted] Upon review of the account, and Ms [redacted] ’s correspondence, T-Mobile has issued a credit of $to the above-referenced account bringing the account to a zero balanceIn 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 updatedT-Mobile regrets any inconvenience caused 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 Lupe C [redacted] Executive Response

Revdex.com: I am writing to inform you that the complaint # [redacted] against T-MOBILE has been resolvedOnce again I would like to thank you for your helpSincerely, [redacted]

February 19, 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 February 6, 2016, regarding the above-referenced accountT-Mobile records confirm that the billing responsible party is [redacted] and he has designated [redacted] as an authorized user to his accountT-Mobile regrets any misunderstanding Ms [redacted] experienced with our Carrier Freedom offerUnder the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $per device traded in at the time of activation for up to lines of serviceTo be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must potheir current mobile number, traa device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”)In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activationTo be eligible for reimbursement, the T-Mobile account must be in good standingAs this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collectionT-Mobile regrets any misunderstanding regarding the reimbursement processIt is important to note that at the time of activation Mr [redacted] participated under T-Mobile’s EIP when purchasing an Apple iPhone 6S 16GB and a Certified Open Box (“COP”) Samsung Galaxy S16GB deviceAt the time of purchase Mr [redacted] traded in two HTC Mdevices and an Apple iPhone device in which he received tracredits totaling $that were applied toward the equipment purchased at the time of activationMr[redacted] paid the amount of $toward the above mentioned devices, leaving a balance of $Mr [redacted] agreed to pay the amount in monthly payments of $during the following 24-monthly installmentsIn review of Mr**’ account, our records confirm that the original submission was received under mobile number ending in [redacted] which was not a qualifying number, and as such the submission was declinedAs stated in Ms [redacted] ’s correspondence, she has confirmed the delivery of the reimbursements totaling $and as such the total carrier freedom credit and reimbursement issued by T-Mobile totals the amount of $1,It is T-Mobile’s position that reimbursements have been issued accordinglyOn February 17, 2016, T-Mobile contacted Ms [redacted] , and reviewed the device tracredits which were used as the down payments toward T-Mobile’s purchased devicesBased on the confusion and misunderstanding Ms [redacted] may have experienced as an additional gesture of goodwill T-Mobile agreed to issue a credit of $covering the monthly recurring charges reflecting on the billing statement dated February 7, T-Mobile is pleased to inform your office that Ms [redacted] has accepted the credit as resolutionT-Mobile regrets any inconvenience Ms [redacted] may have experienced with her Samsung Galaxy Sdevice, as stated above the purchase was for a COB device which carries a 90-day limited warranty from the time of purchaseAs of the date of this letter the limited warranty to Ms [redacted] ’s Samsung Galaxy Shas expiredPlease note that prior to any device replacement whether the device is or is out of the limited warranty period provided by T-Mobiles, we ***empted to troubleshoot to determine if there is a possibility of a device or network related issueRegretfully upon speaking to Ms [redacted] , she declined the troubleshooting steps instructedAlthough Ms [redacted] does not fall within the limited warranty terms, as a final gesture of goodwill, T-Mobile has agreed to replace her non-working Samsung Galaxy Sdevice with a new Samsung Galaxy SdeviceMs [redacted] must return the non-working Samsung Galaxy Sto my ***ention in like-new conditionFailing to return the device will result in a $non-return fee being assessed toward the accountThe handset may be returned to the following address: [redacted] T-Mobile recommends that Ms [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to usWe ask that Ms [redacted] please include the handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the devicePlease be advised if the full kit is not returned such as the charger a $restocking fee will be assessed to the accountPlease be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms [redacted] and a $fee for the new Samsung Galaxy Sdevice will be remain on her T-Mobile accountIt is important to note, Ms [redacted] must have the equipment post marked for return no later than March 3, Should Ms [redacted] fail to meet this date, the offer will be considered void and charges will be considered validPlease note that Ms [redacted] ’s new Samsung Galaxy Scarries 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 ProgramAlternatively, customers can replace their device through a post-exchange programIt is important to note that future device related concerns will follow the terms of the Handset Exchange program which require troubleshooting steps prior to confirming replacement qualificationBased 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, INCSacny A [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 meThank you very much Revdex.com.Sincerely, [redacted]

August 30, 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 17, 2017, regarding the above-referenced account Please be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessful As such, T-Mobile will make every effort to address her concerns within this letter T-Mobile regrets any unauthorized charge concerns Ms [redacted] has experiencedPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer Care T-Mobile records indicate that on June 20, 2017, Ms [redacted] ’s account qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus handset Accordingly, Ms [redacted] was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $ On June 20, 2017, a payment in the amount of $was received on Ms [redacted] ’s account Please be advised that on June 29, 2017, the payment was backed out and returned Please be advised that if a check, electronic funds transfer, or any other payment is dishonored or returned, T-Mobile will charge the T-Mobile account holder a returned payment fee as permitted under applicable state law that will not exceed $ In the event of a returned payment, we may also require another payment method and/or immediately suspend or cancel service On July 19, 2017, T-Mobile determined that the Apple iPhone Plus handset purchase on EIP was not authorized by Ms [redacted] and we closed the associated EIPOn July 24, 2017, T-Mobile issued a credit in the amount of $for the monthly EIP charge from the June 25, billing statement The billing statement issued on July 25, 2017, reflected a balance of $due by August 17, 2017, and consisted of a past due balance of $49.61, returned payment fee, monthly access charges from June 25, through July 24, 2017, and applicable tax On August 13, 2017, Ms [redacted] ’s account was suspended for non-payment As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed Therefore, when Ms [redacted] made a payment on August 13, 2017, and the account was reactivated, the account was assessed a $restore from suspension fee per line of service In an effort to amicably resolve this matter, on August 27, 2017, T-Mobile issued a credit in the amount of $for restore from suspension fees, returned payment fee, monthly access charges from June 25, through July 24, 2017, and applicable tax As of August 27, 2017, Ms [redacted] ’s account reflects a zero balance T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC William 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 meSincerely, [redacted] (***

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 However, I shall add that the service agreement I signed up on DID NOT REQUIRE a phone trato be eligible for the JOD promotion Two phone lines were ported from a different carrierThe JUMP lease agreement I have has the conditions highlighted and handwritten for the monthly credit and monthly amount due Much appreciation is given to TMobile for honoring the JOD promotion offered as agreed upon.Sincerely, [redacted]

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 meAlthough if I may make a suggestion to TMOBILE to not send verification messages making customers go through so much to have validated.Sincerely, [redacted]

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated January 17, 2018, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding unauthorized purchases on her account Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.T-Mobile records indicate that on December 18, 2017, equipment and accessories were purchased utilizing our Equipment Installment Plan (“EIP”) program T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated Therefore, Ms [redacted] has been absolved of all financial responsibility for the equipment purchased on December 18, Please note, Ms [redacted] verified the payment taken at the time of this purchase was not paid by her Therefore, Ms [redacted] did not qualify for a refund We regret any inconvenience to Ms*** On January 17, 2018, T-Mobile records confirm the closure of the EIP’s associated with the December 18, purchase On January 18, 2018, in effort to amicably resolve Ms [redacted] purchase concerns, T-Mobile applied a bill credit in the amount of $for the first installment payment processed on the unauthorized equipmentAdditionally, T-Mobile records indicate that on January 12, 2018, Ms [redacted] participated in our JUMP! On Demand (“JOD”) lease program Ms [redacted] was not required to pay a capitol cost reduction for an LG Aristo handset, and she agreed to 18-monthly payments in the amount of $on line ending T-Mobile records do not reflect corroborating memos that T-Mobile’s Customer Care advised her that the LG Aristo would be sent to her at no cost Ms [redacted] stated that she no longer needed the handset and wished to return the handset Ms [redacted] returned the handset within T-Mobile’s return period In addition, on January 22, 2018, T-Mobile records confirm the return of the LG Aristo to the T-Mobile warehouse The account will reflect the return and adjustment accordingly within two billing cycles from the processed return date We regret any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Rochelle M [redacted] Executive Response

July 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 12, 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 accountT-Mobile is pleased to report that we spoke to Mr [redacted] and he confirms that his concerns have been resolved to his satisfaction T-Mobile regrets any promotional concerns Mr [redacted] may have had and we thank him for allowing us the opportunity to address this matterT-Mobile records confirm that as of July 17, 2017, Mr [redacted] is subscribed to our grandfathered Simple Choice North America Family Unlimited Talk, Text, and 10GB’s of Data, rate plan, which for $120.00, provides the first two lines of service with unlimited talk, text and GBs of data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines of service added after the first two are $each per month From May 12, 2017, through May 24, 2017, T-Mobile had an amazing promotion for new and existing customers, such as Mr***, who purchased a qualifying Samsung Galaxy Sor Samsung Galaxy Splus on an Equipment Installment Plan (“EIP”) offering and activated at least one new line of service on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a Galaxy Sfor free after rebatePlease note the maximum value of the rebate was $which is the price of the Samsung Galaxy ST-Mobile records confirm that some of these requirements were met and others were not such as Mr [redacted] does not have unlimited high speed data on his above mentioned rate plan T-Mobile records indicate on May 18, 2017, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy Splus handset for $per device, with no down payment and monthly installments of $per month per device for months, for the mobile numbers ending in [redacted] and *** In effort to amicably resolve Mr***’s concerns on July 12, 2017, T-Mobile made a one-time exception and approved Mr [redacted] for the above-mentioned promotion with his current rate planMr [redacted] will receive a prepaid card in the amount of $Please be advised it can take up to days for Mr [redacted] to receive his prepaid card via U.SMailT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [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]

December 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] * [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 24, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] M [redacted] , and that she has designated [redacted] as an authorized user of the accountWe are pleased to inform you that T-Mobile has addressed Mrand Mrs [redacted] ’s concerns to their satisfactionOn November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile videoVideo streaming has become the #way many people use dataBinge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube and Netflix, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less dataThat said, Binge On is a feature that our customers can control at all timesIt can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online websiteWe are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr [redacted] ’s expectationsWhile it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacityIn such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customersT-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacityPlease note, Mr [redacted] ’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacityWhere the network is lightly loaded, Mr [redacted] will likely notice little, if any, affect from this lower priorityHowever, at times and places where the network is heavily loaded, Mr [redacted] can expect to see some material reduction in data speedsIn our conversation with Mr [redacted] , he indicated that has lost all signals in some areasWe regret any coverage issues Mr [redacted] has experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availabilityPlease note, although data prioritization may still occur when using Binge On, it will only affect Mr [redacted] in certain areas and times where network is heavily loaded, but he will still have signal and as such it is T-Mobile’s determination that the issues encountered by Mrsand Mr [redacted] are unrelated to data prioritization but mainly due to network or signal limitations in certain areasIt is important to note, we found that Mr [redacted] has only reached the fair usage threshold in two instances; once in February and once more in April 2016, but we could not find any other records where Mr [redacted] ’s data has been prioritizedNonetheless, in an effort to amicably resolve Mrand Mrs [redacted] ’s concerns, on November 30, T-Mobile applied a credit of $which is equal to a month of service charges on Mrs [redacted] ’s accountAdditionally, we applied a credit of $on Mrs [redacted] ’s account as she informed us they did not receive a promised credit under our Refer-a-Friend programMr [redacted] accepted the credits as resolution to his concern and the account remains active with credit balance of $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, INCSal O [redacted] Executive Response

February 6, 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 February 2, 2018, regarding the above-referenced account T-Mobile regrets any continued concerns [redacted] has regarding his accountPlease be advised that on January 30, 2018, T-Mobile was notified by [redacted] ’s financial institution of the $returned payment; as such, a hold for a minimum of days was placed on the account for the method of payment usedPlease note that this hold prohibits [redacted] from making a payment via the returned payment method (electronic check or credit card) for days, regardless of the return reason While the situation is unfortunate, it is not the result of any T-Mobile errorIt is T-Mobile’s position that [redacted] is responsible for overdraft fees and any negative reporting associated with the January 30, 2018, returned paymentHowever, as stated in our previous correspondence with your office, on January 31, 2018, as a courtesy to [redacted] , a $credit was applied for the returned payment fee Additionally, on February 2, 2018, as a courtesy to [redacted] and in an effort to amicably resolve this matter, T-Mobile applied a credit of $for a restore from suspend fee and on February 3, 2018, a credit of $was applied as a courtesy to [redacted] ’s account reducing the account balance to $T-Mobile respectfully declines [redacted] ’s request for additional compensation regarding this matterWe regret any inconvenience to [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 Daniel R [redacted] Executive Response

September 15, 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 10, 2016, regarding the above-referenced account T-Mobile regrets that Ms***’s rebates were delayed On August 19, 2016, Ms***’s rebate request was approved Please be advised that the rebates are processed by Citibank, a third party vendor Unfortunately, there was a delay with Citibank processing the rebates and the rebate may take up to three weeks for delivery At this time, T-Mobile is not able to expedite the shipping as it is not being shipped directly from T-MobileWe regret any inconvenience that this may cause Ms***’s rebate has been shipped and should arrive no later than September 20, T-Mobile appreciates Ms***’s business and we regret any inconvenience that she may have experienced with the processing of her rebate As a gesture of goodwill, on September 15, 2016, T-Mobile issued a $credit to Ms***’s account, which leaves a $credit balance Please be advised that Ms***’s billing statement that will be dated September 13, will not reflect this credit as the credit was issued to the account after the billing cycle closed on September 13, and her account is currently in the process of producing the billing statement However; the $credit impacted Ms***’s balance and her account currently reflects a $credit balance 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 Ally Y [redacted] Executive Response

February 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 January 21, 2017, regarding the above-referenced accountOn January 28, 2017, T-Mobile contacted Mr [redacted] and is pleased to report that we have resolved this matter to his satisfactionT-Mobile regrets that Mr [redacted] had concerns regarding a T-Mobile @Work Advantage Program promotional offerMr [redacted] forwarded an email link confirming the offer of $per line for @Work activationsPlease be advised Mr [redacted] does not have an @Work accountIn an effort to resolve this matter amicably, T-Mobile agreed to apply an account credit of $in lieu of the disputed three $@Work promotional creditsThe account credit results in a credit balance of $T-Mobile regrets any inconvenience to ***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