T-Mobile USA

March 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 27, regarding the above-referenced 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 certainly regrets to hear that Ms [redacted] has questions about the Equipment Installment Plan (EIP) payoff payments made to her account and how that payment has impacted the account balance Please note that when a customer initiates and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to reduce the balance on the EIP does not appear until the end of the billing cycle As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance T-Mobile records confirm that Ms [redacted] made two additional payments towards her open EIP balance on August 18, and August 27, totaling $Please note that Ms [redacted] made these payments online at my.t-mobile.comIt is important to note that customers remitting an EIP prepayment online are provided with the following terms: “This payment will show against your account balance until your next bill when it will be applied to your EIP balanceAll payments can be viewed in your payment history.” 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 David T [redacted] Executive Response

April 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account T-Mobile regrets any billing concerns Mr [redacted] may have and appreciates the opportunity to respond to his concernsT-Mobile records indicate that Mr [redacted] was subscribed to our Simple Choice Family Match 6GB promotional rate plan with four lines for $Following a conversation with our Customer Care on March 3, 2017, Mr [redacted] selected our T-Mobile ONE rate plan for $for four lines of serviceIt is important to note the Mr [redacted] was enrolled in paperless billing, at this time which allows customers to view the last twelve billing statements online at www.t-mobile.com Additionally, T-Mobile records indicate Mr [redacted] purchased and leased three Apple iPhone Plus handsets and a ZTE 4G LTE Hotspot device using our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) lease offerings Accordingly, on March 20, 2017, Mr [redacted] was sent a notification to his e-mail address to review his billing statementMr [redacted] was assessed charges in the amount of $which consisted of monthly recurring charges, equipment charges, and applicable taxes and fees, from March 20, 2017, through April 19, 2017, and was due on April 1, Following a conversation with Mr [redacted] on April 8, 2017, T-Mobile confirmed the mailing address and unenrolled Mr [redacted] from paperless billingShould Mr [redacted] choose to re-enroll in paperless billing, he may either access his account portal at my.t-mobile.com or contact our Customer Care at 800-937-T-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 Ronnie A [redacted] Executive Response

November 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] Family Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated November 18, 2016, regarding the above-referenced accountT-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customerNevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family MobileFamily Mobile records show that Ms***’s account was activated on May 14, 2016, and then suspended for non-payment on June 23, At the time of the suspension, Ms***’s account had a balance in the amount of $consisting of monthly recurring charges and applicable taxes and fees for the billing periods of May 14, 2016, the day the account was activated through June 23, 2016, the day the account was suspended for non-paymentIt is important to note that Family Mobile has no records of Ms [redacted] calling Customer Care to cancel servicePlease be advised that on July 18, 2016, Customer Relations department adjusted the account $leaving Ms [redacted] a balance of $which was for monthly recurring charges and applicable fees for May 14, However on July 29, 2016, Customer Relations department adjusted the $leaving Ms***s account with a zero balanceFamily Mobile records show that on July 27, 2016, Family Mobile’s Customer Care spoke with Ms [redacted] and cancelled her account pursuant to her requestDue to inadvertent error Ms [redacted] was billed prorated charges for service from July 18, 2016, through July 27, 2016, in the amount of $In order to amicably resolve the matter, on November 28, 2016, Family Mobile adjusted Ms***’s account in the amount of $Please be advised that Ms***’s account remains cancelled and reflects a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJimmie P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Date Sent: 9/12/2:05:PMComplaint: [redacted] I am rejecting this response because: I requested to speak with someone competent The individual I spoke with this time was the same person feoBefore She identified herself as she works for the CEO which was a lie She also stated the billing was right and was a lie She had made a correction to the bill after I filled the 2nd complaint but never admitted to it I requested to speak to her manager then she stated she works for another department not the CEO And her supervisor will call me the same day which I never heard from him Company has a poor track record with us being a customer for over years I would like to speak to a decision maker who will address this .Sincerely, [redacted] Sincerely, [redacted]

August 28, 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 19, 2017, regarding the above-referenced account Please be advised that after several attempts T-Mobile was unable to reach Mr [redacted] We will make every effort to address his concerns within this letter T-Mobile regrets any concerns Mr [redacted] has in regards to his account T-Mobile records confirm that on July 7, 2015, Mr [redacted] requested to add the $per month Stateside International feature for his mobile number ending in On September 27, 2015, pursuant to Mr [redacted] ’s request T-Mobile removed the Stateside International feature, and provided him with a courtesy credit of $for over two months of the service charges Mr [redacted] accepted this credit as resolution to his concerns with the international feature T-Mobile records indicate that Mr [redacted] contacted our Customer Care on August 15, 2016, and informed us that he had a lost device which was for his mobile number ending in However, at that time Mr [redacted] was informed that he did not have Premium Handset Protection (“PHP”) for the mobile number ending in as it was removed on November 7, 2015, pursuant to his request Therefore Mr [redacted] would not have been eligible to file a claim through Assurant for a replacement handsetT-Mobile regrets any misunderstanding to Mr [redacted] T-Mobile records specify that Mr [redacted] took advantage of the following Equipment Installment Plan ("EIP") offerings: On April 8, 2016, he purchased a Samsung Galaxy SEdge 32GB handset in the amount of $ Mr [redacted] remitted a down payment in the amount of $and agreed to a series of monthly installments in the amount of $On May 11, 2016, he purchased an Apple iPhone 6s Plus 64GB handset in the amount of $ Mr [redacted] remitted a down payment in the amount of $and agreed to a series of monthly installments in the amount of $ On December 5, 2016, he purchased an Apple iPhone Plus handset in the amount of $ Mr [redacted] remitted a down payment in the amount of $and agreed to a series of monthly installments in the amount of $ Additionally, On November 9, 2015, Mr [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6S Plus 16GB handset Mr [redacted] was not required to pay a capital cost at the start of the lease as but he did agree to 18-month lease term of $and a purchase option price of $including tax It is important to note that if an account is canceled, any EIP's and JOD's are billed out on the final bill T-Mobile records reflect that Mr [redacted] canceled his account with T-Mobile on February 26, Please note that since Mr [redacted] does not have active service with T-Mobile, he is not eligible to participate in the Premium Handset Protection program and therefore is not eligible to file a claim for a replacement device On March 27, 2017, Mr [redacted] ’s final billing statement was mailed to him at his billing address showing an outstanding balance of $1, T-Mobile records reflect that between the dates of March 13, through June 27, 2017, Mr [redacted] made payments totaling $ As full payment for the balance was not received, on June 27, 2017, Mr [redacted] ’s account was sent to an outside collection agency, AmSherFurther records confirm that between July 11, 2017, and August 21, 2017, Mr [redacted] settled his above balance directly with AmSher by making payments totaling $It is important to note that once a customer makes a payment to a collection company they accept the validity of the debt Based on the above findings, T-Mobile respectfully declines Mr [redacted] ’s request for a replacement handset as well as providing any additional adjustments for the above-mentioned international feature 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 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 meI have missed attempts where Ruben has reached out to me but I have called back as well as emailed back and yet to get a responseI contacted the call center as well and they too tried twice to contact him but to no availI understand he is very busy and has many other customers to deal with and since I cannot seem to reach him it would much appreciated if the resolution he proposed just be completedThank youSincerely, [redacted]

October 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 30, 2015, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved [redacted] concerns to her satisfactionUpon verification, our records indicate that Ms [redacted] and [redacted] are the same personT-Mobile regrets any concerns to [redacted] regarding her T-Mobile account and billingT-Mobile records confirm that as of May 1, 2011, [redacted] had a T-Mobile account with three mobile numbers ending in [redacted] ***, and *** [redacted] was subscribed to our Family Time Even More Plus plan for $per monthThis plan provided shared anytime minutes with unlimited nights, weekends, and T-Mobile-to-T-Mobile callingThe additional line was charged $per month for the same featuresOur records indicate that on April 29, 2014, [redacted] contacted T-Mobile and suspended the mobile number ending in *** [redacted] stated she was going to hold on to the line and purchase a new handset the following monthThe mobile number ending in [redacted] stayed in suspension statusOn November 28, 2014, [redacted] canceled her mobile numbers ending in [redacted] and ***, when she transferred them to another service provider [redacted] never requested to cancel the mobile number ending in [redacted] which resulted in her account remained activeOn November 28, 2014, [redacted] account was canceled due to non-payment [redacted] account balance was $196.89, which consisted of her monthly access charges from August 15, through November 28, and applicable taxesT-Mobile provided [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due dateAs payment was not received timely, on January 17, 2015, T-Mobile transferred [redacted] account to a third party collection agency, [redacted] in an attempt to collect the past due balanceOn April 25, 2015, [redacted] account was then referred to [redacted] ***On September 3, and September 9, 2015, [redacted] made a payment in the amount of $each time to [redacted] ***On September 12, 2015, our records indicate that [redacted] account was settled in full with [redacted] ***In an effort to amicably resolve this matter, on October 6, 2015, T-Mobile processed a refund card in the amount of $for the payments [redacted] made to [redacted] *** [redacted] accepted this as a resolution to this matterPlease allow seven to ten business days for mailingT-Mobile regrets any inconvenience to [redacted] regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCLeah T [redacted] Executive Response

January 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 23, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] experienced with his accountPlease note that Mr [redacted] account is billed in arrears and his billing cycle runs from the 3rd of the month to the 2nd of the following month with payment due on the 23rd of the monthPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipA review of the account confirms that Mr [redacted] payment that was due on November 23, 2016, was not received on timeT-Mobile provided Mr [redacted] with text messages and a billing notification providing the payment due dateAs payment was not received timely, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] made a payment on December 27, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of serviceBased on our findings, it is T-Mobile’s position that the restore from suspension fees are valid and owedNevertheless, in an effort to amicably resolve this issue, between credits totaling $were applied to Mr [redacted] account for the five restore from suspension fees which were assessed to his January billing statementThese credits reduced Mr [redacted] outstanding balance to $and he may verify this by visiting www.T-Mobile.comT-Mobile regrets any inconvenience to Mr [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, INCLigia M [redacted] Executive Response

February 22, 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 February 16, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the account T-Mobile regrets hearing of Ms [redacted] concerns with our Carrier Freedom promotion and the status of her reimbursementAs Ms [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.Scarrier to T-MobileIn March 2015, we went a step further and added reimbursement of equipment financing charges, up to $per device, to our original offerThese promotions, collectively known as Carrier Freedom have been overwhelmingly successful For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate paymentsThe first payment is paid at the time of activation when a handset is traded-inAt that time, a traamount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the accountThe second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trapaperwork has been submitted with the final bill showing the accelerated equipment balanceThe amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-inThat second payment is then remitted to the customer in the form of a prepaid bank card Our records reflect that Ms [redacted] received a tracredit of $at the time of activation, and based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $as well as a second card in the amount of $for the balance of the equipment installments charged by her prior carrierT-Mobile apologizes if this offer was not explained fully at the time of Ms [redacted] ’ submission Nevertheless in an effort to amicably resolve this matter on February 21, 2017, T-Mobile applied a credit in the amount of $to Ms [redacted] ’ accountMs [redacted] ’ account now reflects a credit balance of $Upon speaking with Ms [redacted] she accepted this as 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 Zachary S [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] ***

February 9, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is... in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. In an effort to resolve this matter amicably, T-Mobile applied a credit of $371.09, to the account balance. In addition, T-Mobile agreed to arrange for the remaining balance of $1,835.06, to be paid into five extended payment installments of $367.01, to bill out for with the next five billing statements. The account currently reflects a zero balance. 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 877-290-6323 ext. [redacted] . Very truly yours, T-MOBILE USA, INC. Pancho Q [redacted] Executive Response

July 29, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 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 July 18, 2017, regarding the above-referenced account. We regret any concerns Ms. [redacted] has regarding her T-Mobile billing. On April 30, 2017, Ms. [redacted] activated T-Mobile service and subscribed to the T-Mobile ONE All In two lines for $110.00 monthly rate plan. In addition, Ms. [redacted] subscribes to the optional Premium Device Protection feature for $12.00 monthly feature on both of her lines for a total monthly recurring charges (“MRC”) of $134.00. T-Mobile offers customers subscribed to eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice rate plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan. T-Mobile records confirm that Ms. [redacted] has been subscribed to a T-Mobile ONE eligible rate plan since April 30, 2017. Upon investigation, our records confirm that Ms. [redacted] was charged a total of $302.51 plus taxes for roaming charges for her mobile number ending in 7920 for calls made and/or received while on a cruise ship. Calls made and received while on a cruise ship and connected to the cruise ship network are billed at a rate of $5.99 per minute and are not eligible for Simple Global rates. T-Mobile regrets any confusion Ms. [redacted] has regarding her Simple Global coverage. Please be advised in addition to Ms. [redacted] ’ Simple Global coverage her T-Mobile ONE rate plan also includes T-Mobile’s Mobile without Boarders which provides extended home coverage from the U.S. to Mexico and Canada at no additional charge. This feature allows T-Mobile customers to travel between the U.S., Canada and Mexico without being charged international rates. In order to amicably resolve Ms. [redacted] ’ concerns T-Mobile has agreed to apply a onetime credit in the amount of $345.00 for the international charges leaving a credit balance of $345.00 on Ms. [redacted] ’ account. 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. Christopher P [redacted] Executive Response

June 25, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 19, 2015, regarding the above-referenced account T-Mobile regrets anymisunderstanding regarding a personal credit check at the time ofactivation Please note that allcustomers applying for new postpaid service are required to have a creditcheck T-Mobile runs credit on newservice applications to determine line limits, required deposits, and rate planeligibility For the protection of anyconsumer, applications are processed by an internal scoring system that assignsnumeric values to the various items of information we consider in evaluating anapplication These values are based uponan analysis of a large number of customers and their historicalinformation Please note that theassigned credit class is an internal rating for information purposes only Please note that the credit score of Ms[redacted] is assigned by the credit bureaus and referenced within thecorrespondence to your office was not a factor in the internal categorizationof her account Finally, the T-Mobileassigned credit class does not take into effect a customer’s credit scores withthe credit bureaus as T-Mobile does not report information on our accountsdirectly to the credit bureaus On February 25,2015, Ms [redacted] activated a T-Mobile Postpaid account, which was canceled onFebruary 26, The account is closedwith a zero balance In Ms [redacted] correspondence she indicates that she did not authorize a personal credit checkas she intended to activate a prepaid account, please note that our records donot substantiate her claim, nevertheless in an effort to resolve the matter,T-Mobile has requested the credit inquiry be removed from Ms [redacted] credithistory However T-Mobile cannot enforcethe removal Please note that onceapproved it may take up to days for the credit filed to be updated T-Mobile regrets any inconvenience Ms***may have experienced Please be assured that T-Mobile strives toprovide world-class service to all of our customers on each and everycontact We also make every effort toprovide complete and accurate information to our customers We apologize if any T-Mobile employee failedin any way to display that during Ms [redacted] recent contact with our retaillocation Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closedThank you for bringing this matter to our attention Should you have any further questions, pleasefeel free to contact me at the address below or [redacted] Very truly yours, T-MOBILE USA, INCSacny A [redacted] Executive Response

June 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 16, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] has experienced while obtaining a refund for a handset returnT-Mobile records indicate that on May 31, 2017, Mr [redacted] activated service and ported in the mobile number ending in [redacted] and opted into the T-Mobile ONE rate plan that include unlimited talk, messaging and data for $per monthPlease note that the T-Mobile ONE rate plan can receive a $discount when the account is enrolled in AutoPayIn addition the premium handset protection feature was requested and added to the account at the cost of $per month Additionally, T-Mobile records indicate that on May 31, 2017, Mr [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus 128GB Black handsetAccordingly, Mr [redacted] was asked to remit a down payment in the amount of $plus taxes and agreed to a series of 24-monthly installments in the amount of $ At the time of Mr***’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could then be returned to the original point of sale for a refund/exchange or, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchaseOn June 3, 2017, Mr [redacted] elected to return the handset to the retail location; however, at the time of return, the refund of the down payment and taxes in the amount of $could not be refunded due to the payment method that was initially used as the credit card was reported as lost In an effort to amicably resolve this matter, T-Mobile issued the refund in the amount of $210.89, through a prepaid card and was sent to the address of recordPlease note that the prepaid card will take up to ten business days to be receivedT-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 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Jhayd G [redacted] Executive Response

January 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated January 21, 2017, regarding the above-referenced accountWe are pleased to report that upon speaking with Mr [redacted] , he confirmed that T-Mobile had resolved this matter to his satisfactionT-Mobile regrets Mr [redacted] ’s concerns with our recent “Apple iPhone Black Friday” offer and the status of his submissionPlease be advised that between November 24, 2016, and November 27, 2016, T-Mobile offered the Apple iPhone Black Friday offer for new and existing postpaid customers who traa qualifying handset, and subscribed to the T-Mobile ONE rate plan or existing customer who were on an eligible rate planCustomers that purchased a new iPhone 32GB on an Equipment Installment Plan (“EIP”) and traa qualifying handset would receive monthly EIP bill credits to reduce the total cost of the new iPhone Please note that those that traa Samsung Galaxy SEdge device, such as Mr [redacted] , will receive the phone for free after a tracredit and monthly EIP bill creditsSimilarly, those who traded in a Samsung Galaxy Swill receive the phone for $after a tracredit and monthly EIP creditsT-Mobile records indicate that between November 25, 2016, and November 27, 2016, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of four new Apple iPhone devicesThe EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active serviceAs Mr [redacted] mentions in his letter to your office, he is currently subscribed to the T-Mobile One rate plan and as such, qualifies for the Apple iPhone Black Friday provided that the trade in handsets are receivedRegretfully, T-Mobile has no record of the two above mentioned Samsung Galaxy Shandsets being received at our trade in warehouseIt is also important to note that the two Samsung Galaxy Sdevices were received at a different warehouse which created a delay in receiving the benefits of the promotional offeringWhile T-Mobile has not record of receiving the two above mentioned Samsung Galaxy Sdevices, in an effort to amicably resolve this matter, T-Mobile agreed to honor the promotion in full for all four of the Apple iPhone devicesAccordingly, Mr [redacted] has been provided with the full value of the Apple iPhone Black Friday offerT-Mobile regrets any inconvenience to Mr [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, INCAlberto V [redacted] Executive Response

June 26, 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 June 19, 2017, regarding the above-referenced file numberT-Mobile is pleased to inform you that upon speaking with Mr [redacted] , he confirmed that his concern has been resolved to his satisfaction T-Mobile regrets any concerns Mr [redacted] experienced in regards to his Mobile Device Unlock (“MDU”) requestMDUs are available to customers who meet our eligibility requirementsIn Mr [redacted] ’ letter to your office, he indicates that his MDU request for an LG Gdevice with International Mobile Equipment Identifier (“IMEI”) ending in was denied Pursuant to T-Mobile policy, a customer must purchase their device through T-Mobile or a T-Mobile authorized dealerRegrettably, Mr [redacted] did not meet the eligibility requirement as he purchased the device from a third-partyIn addition to purchasing the device through T-Mobile or a T-Mobile authorized dealer, the device the customer is requesting a MDU on must have an active account in good standing, and the device must show continuous usage for daysAs such, Mr [redacted] did not meet the eligibility requirements for his MDU request Nevertheless, upon contacting Mr [redacted] on June 20, 2017, he confirmed that the aforementioned handset had been unlockedT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Carlos T [redacted] Executive Response

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 14, 2017, regarding the above-referenced account Please be advised that T-Mobile has made several attempts to contact Ms [redacted] at the number and e-mail address provided in her correspondence to your office which have proven unsuccessful As such, we will make every effort to address her concerns within this letter T-Mobile regrets any continued concerns Ms [redacted] has experienced regarding a handset return As detailed in our letter to your office dated May 24, 2017, with regard to your file number [redacted] , T-Mobile issued a credit in the amount of $on the same day for the non-return fee assessed for the Apple iPhone 6S handset that T-Mobile did not receive, as part of our Warranty Exchange program Please note that the tracking information Ms [redacted] provided in her most recent correspondence to your office was associated with an Apple iPhone 6S handset associated with a previous Warranty Exchange order T-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process an additional time on March 13, 2017, for mobile number ending with the Apple iPhone 6S handset, and agreed to the terms of the exchange including an Out-Of-Warranty (“OOW”) fee of up to $ Regretfully, upon T-Mobile’s receipt of the non-working Apple iPhone 6S handset on April 19, 2017, it was determined the handset had sustained physical damage As such, an OOW fee of $plus applicable taxes was billed to the account T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter T-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The $was to cover a supposed past due balance that Per T-Mobile has been days past due I have asked for a copy of billing and payments as I do not believe this to be true and want proof of where I became past due as promise by JenniferI would have within a few days and have not received Unless I receive documents I am not satisfy with the "Allowance" given to my accountSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: although I thoroughly appreciate the credit of $I do not have the means to pay $for the remainder of my phoneAs previously stated, I was told by the T-Mobile associate that the plan that I had was in fact an eligible plan for the equipment creditI was also told when I purchased my phone at the location that I was in fact eligible based on the current plan that I hadTwo different T-Mobile Associates informed me that my plan was eligible and then I would not need to make any changesT-Mobile then came back and said I was ineligibleThis is completely unacceptableI also have a text message from T-Mobile stating that the credits would be taking place on my accountI am preparing my demand letter for the credit of the $If you waive it here that would be fabulous because it would save myself from having to go to court which I am absolutely prepared to do.Sincerely, [redacted]

April 1, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 19, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Mr [redacted] may have experienced when the service to his T-Mobile account was interruptedPlease note that T-Mobile takes account security very seriouslyIn review of our records, T-Mobile shows no unauthorized access to Mr [redacted] T-Mobile accountOn February 8, 2016, T-Mobile generated a billing statement in the amount of $that was due to T-Mobile on February 28, This billing statement consisted of monthly access charges and all applicable taxes for the billing period dates of February 9, to March 8, Please note that T-Mobile did not receive payment by the due date and as such the account became past dueT-Mobile records indicate that on February 29, 2016, payment arrangements were made with Mr [redacted] with regard to his outstanding balanceMr [redacted] agreed to pay the balance of $in two separate paymentsMr [redacted] agreed to make a payment in the amount of $on March 14, 2016, and an additional payment in the amount of $on March 28, Please note that T-Mobile did not receive a payment in the amount on March 14, as agreed upon and at this point, the payment arrangement was suspendedPlease note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the accountThis means that the account may be suspended, cancelled or assigned to a third-party collection agencyAs such, T-Mobile suspended Mr [redacted] ability to place outgoing calls on March 16, On March 8, 2016, T-Mobile generated a billing statement in the amount of $that was due to T-Mobile on March 28, This billing statement consisted of monthly access charges, late payment fee, and all applicable taxes for the billing period dates of March 9, 2016, to April 8, Please note that T-Mobile did not receive payment by the due date and as such the account remained past dueCombined with the previous past due balance the account balance totaled $T-Mobile records indicate that on March 17, 2016, payment arrangements were once again made by Mr [redacted] through the Interactive Voice Response (IVR) with regard to his outstanding balanceMr [redacted] scheduled two future dated payments to be processed on his account automaticallyThese payments were scheduled in the amount of $to be paid on March 24, and the second payment of $to be paid on April 7, Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the IVR or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slipT-Mobile provided Mr [redacted] with calls, text messages, and a billing notification providing the payment due dateAs previously mentioned in our correspondence to your office, on March 16, 2016, T-Mobile suspended the account’s ability to place outbound callsAs stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] scheduled future dated payments in the IVR on March 17, 2016, and the account was reactivated, the account was assessed a $restore from suspension fee per line of servicePlease note that the restore form suspension fees would have been due on Mr [redacted] next billing statement dated April 8, However, as a courtesy to Mr [redacted] on March 31, 2016, T-Mobile credited the restore from suspension fees from Mr [redacted] accountT-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr [redacted] subscribed to the optional Premium Handset Protection (PHP)Please note that the handset in question is covered by insurance from Assurant Solutions, Inc(“Assurant”) who may be contacted directly at 1-866-866-or online at www.myphpinfo.comT-Mobile records indicate that an insurance claim was processed with Assurant on March 16, At this time the handset that Mr [redacted] used was reported as stolenA phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networksPlease note that on March 16, 2016, Mr [redacted] handset was blocked due to the insurance claim being processed by Assurant and the handset being reported stolenOn March 17, 2016, Mr [redacted] contacted T-Mobile and advised us that he did not file the insurance claim in question and as such T-Mobile requested that Mr [redacted] handset be unblockedPlease be advised that Mr [redacted] is disputing a transaction that occurred through Assurant and not through T-MobileNevertheless, T-Mobile engaged the assistance of Assurant to validate Mr [redacted] claim that the insurance claim was processed fraudulentlyAssurant has completed its investigation of this matter and determined that the allegation of fraud was substantiatedTherefore, Assurant intercepted the replacement handset that was being mailed to Mr [redacted] , and asked that it be returned to senderThis releases Mr [redacted] from any and all liability relating to the insurance claim that was processedIn an effort to amicably resolve this matter, and as a courtesy to Mr [redacted] on March 31, 2016, T-Mobile applied a credit to Mr [redacted] account in the amount of $for monthly access charges, late payment fee, and all applicable taxes and fees for the billing period dates of March 9, 2016, to April 8, Please note that Mr [redacted] account currently remains open and reflects a zero balance dueWe regret any inconvenience to Mr [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 1-877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCTiffany C [redacted] Executive Response