T-Mobile USA

May 17, 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 May 11, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced regarding a refundOn December 26, 2016, Mr [redacted] activated his account on our T-Mobile ONE rate plan for $per month for one line of service and our Premium Handset Protection feature for $per monthWhen Mr [redacted] activated his T-Mobile account, he was using a ZTE ZMax Pro deviceOn February 1, 2017, T-Mobile provided Mr [redacted] with a handset exchange for his non-working ZTE ZMax Pro devicePlease note Mr [redacted] has up to seven business days from receiving the replacement device to return the non-working deviceShould the non-working device not be returned, a non-return fee will bill to the account which is further outlined below On February 6, 2017, Mr [redacted] was shipped a 4G LTE Signal BoosterT-Mobile Signal Boosters are a group of unique and simple solutions that improve Mr***’s in-home coveragePlease note that the Signal Boosters are T-Mobile owned devices and are provided to our customers with a $deposit paid at the time of issuanceHowever, if not returned upon notifying T-Mobile the equipment is no longer needed, or upon cancelation of service, there is a $non-return fee that is assessed to the account On February 15, and February 19, 2017, Mr [redacted] was shipped a 4G LTE CellSpot RouterThe CellSpot Router utilizes Wi-Fi, allowing Mr [redacted] to call, text, and surf anywhere in his home with his capable deviceThis router is available for our customers to use as long as they remain a T-Mobile customerAs with our 4G LTE Signal Booster, if not returned upon notifying T-Mobile the equipment is no longer needed, or upon cancelation of service, the account will be billed a $non-return feePlease note on February 20, and February 22, 2017, Mr [redacted] advised T-Mobile he no longer needs the above outlined coverage devices and the return process was initiated T-Mobile records indicate on February 18, 2017, an order was placed for a new Alcatel Idol device to replace Mr***’s non-working ZTE ZMax Pro deviceThe Alcatel Idol device was offered free of charge to Mr [redacted] and the charge of $plus tax for the new device was billed to Mr***’s T-Mobile account and a follow up was set to credit the charge once it appeared on the billing statement On February 22, 2017, Mr [redacted] contacted T-Mobile to confirm he did not receive the Alcatel Idol deviceA new order was placed for an Alcatel Idol device and the second charge of $plus tax was billed to Mr***’s T-Mobile accountRegrettably, Mr [redacted] did not receive this shipment either, and on February 24, 2017, T-Mobile placed a third order to be shipped to a different address provided by Mr***The charge for the third Alcatel Idol device in the amount of $plus tax was also billed to Mr***’s T-Mobile accountT-Mobile regrets any inconvenience to Mr [redacted] regarding the shipment of his orders Mr***’s January 27, 2017, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $for monthly access charges and fees and taxes for the billing period from December 27, 2016, through January 26, 2017, and new charges in the amount of $for monthly access charges and fees and taxes for the billing period from January 27, 2017, through February 26, On February 9, 2017, T-Mobile received a payment in the amount of $Please note this is the only payment T-Mobile has receivedT-Mobile issued adjustments in the amount of $as a courtesy to Mr***The payment and credits impacted the balance in the amount of $and left a credit balance of $Mr***’s February 27, 2017, monthly billing statement was in the amount of $1,and consisted of monthly access charges for the billing period form February 27, 2017, through March 26, 2017, and the three Alcatel Idol device charges and fees and taxes On March 3, 2017, T-Mobile issued adjustments in the amount of $1,for the three Alcatel Idol device charges fees and taxesOn March 22, 2017, a non-return fee in the amount of $plus taxes for the 4G LTE CellSpot Router was billed to Mr***’s accountOn March 24, 2017, a non-return fee in the amount of $plus taxes for the 4G LTE Signal Booster was billed to Mr***’s accountThe credits and charges brought Mr***’s balance to $with taxes for the non-return fees included Mr***’s March 27, 2017, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for monthly access charges and fees and taxes for the billing period from March 27, 2017, through April 26, and a non-return fee in the amount of $plus taxes for the non-working ZTE ZMax Pro deviceOn April 24, 2017, T-Mobile issued an adjustment in the amount of $plus taxes for the 4G LTE Signal Booster bringing the balance to $ Mr***’s April 27, 2017, monthly billing statement was in the amount of $and consisted of an unpaid balance in the amount of $and new charges in the amount of $for monthly access charges and fees and taxes for the billing period from April 27, through May 26, On May 1, 2017, T-Mobile issued an adjustment in the amount of $plus taxes for non-return fee the 4G LTE CellSpot RouterOn May 9, 2017, T-Mobile issued an adjustment in the amount of $plus taxes for the non-return fee for the ZTE ZMax Pro deviceMr***’s account balance is in the amount of $with $of the balance considered past due T-Mobile respectfully declines Mr***’s request for a refund in the form of a checkT-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 Jennifer G [redacted] Executive Response

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 correspondencedated June 15, 2015, regarding the above-referenced account T-Mobile records indicate that onApril 28, 2015, Mr [redacted] purchased a Sony Xperia Z1S handset at a totalprice of $including all applicable taxes Please not that this purchase was paid for byMr [redacted] ’s credit card As of the time of Mr [redacted] ’s purchase of a new handsetfor use on the mobile number ending in ***, T-Mobile provided a 20-day returnperiod which allowed Mr [redacted] to use the equipment to see if it meets hisneeds If the equipment was notacceptable, it could have been returned to the original point of sale for arefund or exchange and, if requested, cancelation of the service T-Mobile records indicate that the handset wasreturned to the T-Mobile warehouse via [redacted] on May, 6, It is important to note that Mr [redacted] disputed thepurchase through his credit card company and as a result the charges for theequipment were returned unpaid to T-Mobile As such, T-Mobile created a charge in theamount of $for the total price of the handset purchase and applied thischarge to Mr [redacted] ’s T-Mobile account on June 1, Please be advised that due to an inadvertent error thecharges for the handset were not adjusted when the device was returned to ourwarehouse In an effort to amicablyresolve this matter, on June 16, 2015, T-Mobile applied a credit to the accountin the amount of $for the handset and all applicable taxes Please note that Mr [redacted] ’s accountcurrently remains open and reflects a credit balance in the amount of $1.43that will apply to his next billing statement We regret any inconvenience to Mr [redacted] 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, INC [redacted] Executive Response

April 19, 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 16, 2017, regarding the above-referenced account T-Mobile regrets any billing or promotional concerns Ms [redacted] may haveT-Mobile records indicate that Ms [redacted] started service on May 9, 2016, and was required to pay a $deposit and purchase a SIM Starter Kit for $Additionally, Ms [redacted] purchased an iPhone 6S Plus handset for $using our Equipment Installment Plan (“EIP”) offeringAt the time of Ms***’s purchase, she was required to make a down payment in the amount of $336.00, and agreed to monthly payments in the amount of $It is important to note that if an account is cancelled, the remaining EIP is charged to the account Please also note that Ms [redacted] traded in an Apple iPhone 6S handset for $325.00, which was used toward the out-of-pocket cost associated with Ms***’s new line of service and handset purchase, and was also completed in an attempt to take advantage of our Carrier Freedom reimbursement offer Our Carrier Freedom offer provided customers who met all eligibility requirements, a reimbursement for the costs of switching to T-Mobile in the form of tracredits in addition to a prepaid reimbursement cardIt is important to note the T-Mobile did not receive a submission requestAs such, Ms***’s was not eligible for the offer Further, on February 23, 2017, Ms [redacted] accessed her account portal at my.t-mobile.com and enrolled in AutoPay, a free feature that automatically deducts the balance owed on the account, and provided the payment method to be used to remit future payments On February 24, 2017, Ms [redacted] was sent a billing statement in the amount of $192.80, which consisted of a past due balance of $80.83, as well as new monthly recurring charges of $for services from February 25, 2017, through March 24, 2017, due on March 17, Regretfully, on March 9, 2017, Ms [redacted] cancelled her account when she ported her mobile number ending to another providerAccordingly, Ms***’s deposit was returned to the account, reducing the account balance to $As Ms***’s account remained enrolled in AutoPay, on March 15, 2017, T-Mobile was authorized to charge the provided payment method it the amount of $ On March 24, 2017, Ms [redacted] was sent a billing statement in the amount of $242.60, which consisted of the accelerated EIP charges as well as a late fee in the amount of $for billing statement Dated January 24, It is T-Mobile’s position that this balance is accurate and dueAs T-Mobile was yet to receive a request to remove the AutoPay feature, Ms***’s payment method was charged in the amount of $on April 15, After speaking with Ms [redacted] on April 18, 2017, T-Mobile offered to accept return of the iPhone 6S Plus handset for credit of the remaining balanceRegretfully, this offer was declined as Ms [redacted] indicated that she has traded the handset to her new service providerIn an effort to amicably resolve Ms***’s concerns, T-Mobile issued a refund in the amounts of $and $Please note that the two charges will be re-applied to the T-Mobile account balanceHowever, as a courtesy, T-Mobile will issue a credit in the amount of $ As an additional courtesy, T-Mobile offered to honor the remaining Carrier Freedom offer, upon our receipt of the requested documents from Ms***As of the date of this correspondence, Ms***’s account remains cancelled, and she will be sent a revised final billing statement in the amount of $for the above mentioned EIP charges, shortly after the close of the current billing cycleT-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 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

Complaint: [redacted] I am rejecting this response because:The statement here are FALSE " There was note a trade in device received for the phone line ending in ***; therefore no account trade in credit was applied and the phone line was not enrolled in the promotionHad the phone line met requirements the account would have received a trade in credit of $and the phone line ending in [redacted] would have received EIP bill credits of $for a total amount of $The bill credits combined with the trade in credit make for a total offer value of $Attached is a copy of the email where T-mobile confirming that they have found my SamsungNote (as exchange in accordance with the promotion) after I have made multiple calls and initiated a request for research for my Samsung Note I had sent thru by mail as instructed since I availed the said promotion via onlineThe only reason I did not availed the promotion through the store (like I did for the [redacted] line) is because the stores was out of stock of the color I was looking for (coral blue)This email was even telling me that credits & adjustments have already been made which is evident how inefficient their record keeping are.This has been the huge problem all along where T-mobile could not get their records straight even after my NUMEROUS CALLS and even now still apparently unsuccessful,accusing me of not being compliant with the promotionEvery time I made a call to them I had to explain in detail the plight I have been going through and all they do is keep giving me promisesIf I would have known I had to through all of these I would have kept my Samsung Note [redacted]

June 7, 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 June 5, 2017, regarding the above-referenced account T-Mobile appreciates Ms [redacted] taking her time to notify us of her new concerns and we truly regret any inconvenience to herT-Mobile strives to provide all our customers with a world class experience and we appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences T-Mobile has thoroughly reviewed the account and confirmed that, on the date the original refund of $was requested, an address change was performedRegretfully, the refund was mailed to the original address and therefore did not reach Ms [redacted] Upon speaking with Ms [redacted] on June 7, 2017, T-Mobile has confirmed the preferred manner of refund is an electronic deposit into the original bank accountA refund request has been initiated and Ms [redacted] can expect to see the funds in her account in three business days T-Mobile has provided Ms [redacted] with the below contact number, and we would like to also provide the email address [redacted] @T-Mobile.comT-Mobile asks that Ms [redacted] contact me directly if she has any additional concerns regarding her account 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 Liana G [redacted] Executive Response

Date Sent: 4/25/6:08:PMApril 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 14, 2016, 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 her concern within this letterT-Mobile regrets any concerns to Ms [redacted] in regards to her handsetAs previously stated in our April 13, response, T-Mobile Customer Care did perform all the possible trouble shooting along with Ms [redacted] that were not able to fix the issue in regards to the Geofences Error code she is receivingThus Ms [redacted] was shipped out two warranty exchanges on March 11, 2016, and the other on March 19, Please note that the issue Ms [redacted] is experiencing is due to a software issue and not a T-Mobile issueIn an effort to amicably resolve this matter out of procedure to provide the UN-Carrier experience, T-Mobile agrees to exchange Ms [redacted] ’s Samsung Galaxy Note to a comparable handsetMs [redacted] has thirty days of the date of this letter to contact me at the number below to take advantage of this offerBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCOscar T*** Executive Response

Revdex.com: You had helped me with a complaint that I had filed around a cell phone offer (ID # [redacted] )In the end, the vendor resolved this favorablyThe matter was closed out with an indication that I rejected the resolution and I feel that is unfair to the vendor who resolved thisI was not able to accept their solution inside of the days required by the Revdex.com as I did not received the payment until just this weekCan you please reopen that complaint and mark it as resolved so as to give them credit for doing so? Thank you, *** Please mark Complaint ID # [redacted] as resolved favorably - thank you Sincerely, [redacted]

October 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] [redacted] [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 11, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Ms [redacted] regarding an unauthorized payment transaction 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 Ms [redacted] ’s recent contact with our Customer Care Our records indicate that on April 9, 2017, Ms [redacted] activated the above postpaid account number [redacted] and subscribed to T-Mobile’s T-Mobile ONE All In promotional rate plan for $per month with mobile number ending in *** Please note that the mobile number ending in [redacted] was a prepaid mobile number transferred from our prepaid service to the Ms [redacted] ’s postpaid account Additionally, the mobile number ending in [redacted] had the Device Protection feature for $per month, the ONE Plus feature for $per month and the Hosted Mobility Management Service feature for $per month Furthermore, Ms [redacted] was subscribed to the T-Mobile ONE rate plan for $per month with mobile number ending in [redacted] which also had the Device Protection feature for $per month, and the ONE Plus feature for $per month T-Mobile records indicate Ms [redacted] qualified for and took advantage of the below Equipment Installment Plans (“EIP”) EIP 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 installments April 9, 2017, one LG Aristo handset with monthly installments in the amount of $May 18, 2017, one LG Aristo handset with monthly installments in the amount of $June 4, 2017, one LG Khandset with monthly installments in the amount of $ Upon receipt of Ms [redacted] ’s correspondence from your office we reviewed our payment system and found that under Ms [redacted] ’s postpaid account, three payments were remitted as followed: on May 10, in the amount of $131.00, on May 31, 2017, in the amount of $and on July 23, in the amount of $ Please be advised that Ms [redacted] ’s account reflects a final balance of $which consists of monthly recurring charges, late fees, EIP monthly installments for the LG Vhandset and both LG Aristo handsets, applicable taxes and fees billed from July 10, to August 9, 2017, and the remaining EIP balances for the handsets Please note that on June 24, 2017, Ms [redacted] transferred her mobile number ending in [redacted] from the account to a prepaid service Following, on August 9, 2017, Ms [redacted] also transferred her mobile number ending in [redacted] from the account to a separate prepaid service Please be advised that payments processed by our Pay-As-Yand Prepaid services are processed by ***, a third party company As such, T-Mobile does not have the ability to view or access payment information or any concerns regarding payments under our prepaid service and all concerns must be directed to *** Nonetheless, a further review of Ms [redacted] ’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on September 27, in the amount of $ Additionally, a review of Ms [redacted] ’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on October 11, in the amount of $ In an effort to amicably resolve this matter, on October 18, 2017, T-Mobile agreed to issue a credit of $towards the final balance on Ms [redacted] ’s postpaid account, therefore leaving the account closed with a final balance of $for the remaining EIP balances of the LG Vhandset and both LG Aristo handsets Ms [redacted] may contact Customer Care directly at [redacted] to make arrangement for paymentT-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 [redacted]

December 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid NoXXX-XXX- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 16, 2015, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’s satisfactionPlease 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***’s recent contact with our Customer CareT-Mobile records indicate that Ms [redacted] added the $Premium Handset Protection feature when she opened her prepaid account in September of As Ms [redacted] may be aware, T-Mobile’s handset insurance feature is offered by Asurion, a third-party vendorAs Ms [redacted] had equipment protection on the account, she had the choice to process a claim through AsurionPlease be advised that Asurion has Terms and Conditions separate from T-MobileAny questions regarding Asurion’s policies or processes need to be directed to Asurion, who can be reached at 866-268-T-Mobile regrets that Ms***’s insurance claim was deniedNevertheless, in an effort to amicably resolve this matter, on December 21, 2015, T-Mobile refunded Ms [redacted] $for months of the $Premium Handset Protection featurePlease note it may take seven to ten business days to receive the refund in the form of a prepaid debit card to the address provided in the correspondence to your agencyUpon speaking with Ms [redacted] she accepted this as resolution to her issueBased 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, INCZachary S [redacted] Executive Response

January 19, 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 January 17, regarding the above-referenced account We are pleased to report that we have resolved the matter to [redacted] satisfaction Please be advised that on January 13, we spoke to [redacted] and she accepted our offer as described in our previous correspondence at which time all changes were made to the account We 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 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

November 11, 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 November 2, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile regrets Mr [redacted] ’s coverage issues he has been experiencing in his home location, at his mother’s home location and at his work locationIn Mr [redacted] ’s letter to your office, he indicates that he is not able to use service with his handset in or around his home, mother’s home or at workWe regret any coverage issues Mr [redacted] and his family have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors and conditions that may interfere with actual service, quality, and availability Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check toolIn reviewing the Personal Coverage Check tool for Mr [redacted] ’s area, T-Mobile shows that he should expect excellent coverage in all areas that he references in his correspondenceAfter T-Mobile’s Executive Office made contact with Mr [redacted] , it is T-Mobile’s determination that Mr [redacted] ’s current handset is not compatible with the network in his area and T-Mobile is always inspired to evolve and modernize the coverage in all areas, including the locations he referencesIn an effort to amicably resolve Mr [redacted] ’s concerns, T-Mobile has agreed to assist Mr [redacted] in taking advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S device that is currently compatible with network in his areaEIP 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 24-monthly installmentsIn addition, T-Mobile’s Executive Office, he agreed to allow Mr [redacted] to obtain the device with no required down payment; however, he agreed to a series of 24-monthly installments in the amount of $12.50, which will appear on the first bill following the purchase of the deviceIn addition, T-Mobile has agreed to pay an amicably agreed upon down-payment and the tax of the device orderedShould Mr [redacted] continue to experience issues with the coverage in his home area, at his mother’s home area and at his work location, we will work with him to come to a satisfactory agreement in which he will make contact with me directly to discuss alternative optionsBased 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, INCLupe C [redacted] Executive Response

March 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 your correspondence dated February 28, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that Mr [redacted] has been designated as an authorized user of the account We are pleased to report that upon speaking with Mr [redacted] , he confirmed that T-Mobile had resolved this matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced in regards to the “Magenta Poand Trade-In” promotionT-Mobile records confirm that this offer ran from November 24, 2016, to December 21, Customers who ported in a new voice line and trada handset within this time frame were eligible receive a $credit via mail-in-rebateIn the event that a trawas not received, the $promotional credit would be provided in the form of $monthly credits over a month period Please be advised that on December 1, 2016, Mr [redacted] activated four new voice lines on the promotional T-Mobile One Line for $/ 4th line free rate planOf the four lines activated, three mobile numbers were ported in from another service providerIt is important to note that a tradevice was not received with the above mentioned activationsTherefore, Mr [redacted] was eligible for a $credit on three lines of his service over a month period to honor the Magenta Poand Traoffer in full However, as a courtesy and in an effort to amicably resolve this matter, T-Mobile agreed to send Mr [redacted] a $rebate card in lieu of the promotional creditsMr [redacted] should expect the refund prepaid card within ten business days from the date of this letterPursuant to a conversation with Mr [redacted] , he confirmed that this matter had been resolved in full Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our retail location 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 Alberto V [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 satisfactoryThe representative was very professional and kind towards meIn addition advised if I have any other concerns when trying to complete the JUMP upgrade don't hesitate to contact her, which I greatly appreciateWe did not get to speak but she made every attempt to do so and to assure the problem was resolvedI appreciate her efforts and I am satisfied with the outcomeThank you Sincerely, [redacted] - [redacted]

Revdex.com: Good Evening, Please cancel this complaintMy issues have been reaolved Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: 1) Look at your records very well because I also have recordsPer your company my calls are recorded right? You might want to recheck your records because I have ticket text messages and emails from your T-Mobile representatives2) I have been calling since before I purchased the iPhone plusIf you check your records I'm sure you will see thatYou will also see that several agents have stated your engineers or whomever will take a look at something and give me a call backOf course they NEVER did 3) I also suggest you check your records again maybe this time you actually listen to the supposedly recorded calls and listen to me when I say MY CALLS DROP NO MATTER WHERE I AMI HAVE FAMILY MEMBERS AND FRIENDS WHO HAVE T-MOBILE POST PAID AND PREPAID AND WHILE IN THE SAME SECTION THEY ARE ABLE TO MAKE CALLS AND RECEIVE CALLSIF THE ISSUE IS SOMETHING THAT AFFECTS EVERYONE IT WOULD MAKE SENSE WHEN YOU SAY YOU CANNOT GUARANTEE COVERAGE IN ALL AREASMy phone has dropped calls among other T-Mobile customersI have informed several of your agents this and also provided numbers for them to troubleshoot when I was asked several times 4) I want all my calls pulled and every text and email ever sent to me by your representatives evaluated because you guys have now become professional liars and think I will go away quietly5) My device was returned within the time frame given and what T-Mobile didn't expect was for me to save the tracking numbers studying they were deliveredIt was received in enough time to scan it into your account and not charge meYour agent did not apply any fees to my account that was not placed on there falsely6) Now let's talk about T-Mobile and their liesMy billing due date was changed without my permissionI have been told by several of your agents that should not happenThen they say no it had always been the same per their recordsThey stick to their story until I go in my email and read to them all my emails from themAnother lie, even the agent that called me concerning my Revdex.com stated she would call backALL WAITING ON THAT GHOST CALLST-MOBILE DOES NOT REGRET ANYTHING BY THIS RESPONSEINSTEAD THEY ARE TRYING TO PUSH BLAME AND EXPLAIN THINGS AWAY HOPING I SIT UP ABOUT THEIR POOKIE SERVICE AND HORRIBLE CUSTOMER SERVICE DO BETTER 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 meI was confused as to why part of my $credit went missing because it appeared to go towards the handset that was returned, but she explained that was for my air time chargesAlly also sent me a $card for the amount of my past due [redacted] termination fee and went above and beyond to resolve all issuesI am now completely satisfied with all outstanding issues and appreciate her prompt amicable resolution and excellent customer service! Sincerely, [redacted]

July 31, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 26, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has attempted to contact Mr [redacted] , however we were unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets that Mr [redacted] did not feel as though our previous response fully addressed his concerns and we are grateful for the opportunity to provide an additional response to this matterPlease note that Mr [redacted] may view the eligibility requirements for the Carrier Switching Cost Reimbursement program at his convenience at www.switch2tmobile.com/ Although it remains T-Mobile’s position that Mr [redacted] is ineligible to receive additional reimbursement for his mobile numbers ending in 6870, 0145, 6256, and 0926, in a continued effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr [redacted] may send an unaltered copy of his final billing statement from his previous service provider which clearly reflects his itemized cancellation charges to my attention at [redacted] @T-Mobile.com Upon review, T-Mobile agrees to submit a prepaid debit card in the amount of Mr [redacted] ’s qualifying cancellation charges less the previously reimbursed amount of $Please be advised that Mr [redacted] must provide the above-referenced documentation within days from the date of this letter in order to take advantage of this offerT-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 Brandon M [redacted] Executive Response

February 1, 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 January 25, 2018, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that Mr [redacted] is designated as an authorized user of the accountWe are pleased to inform you that T-Mobile contacted Mr [redacted] and resolved his concerns to his satisfaction We regret any inconvenience to Mr [redacted] regarding our promotions and we appreciate the opportunity to address his concernsT-Mobile records confirm that on January 24, 2018, Ms [redacted] activated her account with two lines of service and enrolled in our T-Mobile ONE 55+ rate plan at $per monthMs [redacted] also took advantage of our Equipment Installment Plan (“EIP”) and purchased two Samsung Note 64GB devices each priced at $Ms [redacted] remitted two payments of $for each device as a down payment and agreed to monthly installments of $per deviceAlso, Ms [redacted] traded in a Samsung Galaxy S device and accepted a $tracredit towards the new purchase As Mr [redacted] is aware, from January 12, 2018, for a limited time, new and existing postpaid customers, who buy a Samsung Note 8, can get another of equal or lesser value after rebateIn order to qualify for the offer, both devices must be purchased on EIP, customer port in a least one of service and enrolled in a qualifying T-Mobile ONE rate planAlso, a trade in of a fully functional eligible Samsung device As Mr [redacted] indicated in his correspondence to your office, we confirmed he met the qualifications for the above mentioned offer; however, we also confirmed that the offer could not be combined with our Carrier FreedomTo be eligible for our Carrier Freedom offer, consumers must potheir current mobile number, traa device, and purchase a new T-Mobile deviceAs the requirements for both offers are similar, customer only get the option to do one offer or the other, but not bothWe regret any confusion this matter may have caused T-Mobile provided a days return period to Mr [redacted] that allowed them to use the service to see if it met their needsIn the event of return within the allotted return period, Mr [redacted] would be eligible for a full refund minus an applicable restocking fee of $per device On January 24, 2018, Mr [redacted] contacted our Customer Care and was given information regarding the return process and the restocking fee requirements; however, as a courtesy, we applied a $credit to Ms***’s account in an effort to amicably resolve his concernsOur records confirm Mr [redacted] returned the new devices on January 26, 2018, which required a $restocking fee and the difference was refunded back to Mr***’s credit card In a further effort to amicably resolve Mr***’s concerns, on January 25, 2018, T-Mobile applied an additional credit of $25.00; which, along with the previously issued credits, provided total credits of $for Mr***’s restocking feesMr***’s accepted the credits and the explanation of our current offers as resolution to his concernsMs***’s account remains active with a credit balance of $We regret any inconvenience to Mr [redacted] and Ms*** 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 Sal O [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: This dispute is not resolvedT Mobile has called me twice and I returned their call and left a message for them to call me backWe've been playing phone tag, but I have attempted to respond to their communicationsSincerely, [redacted] ***

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, 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 February 9, 2018, regarding the above-referenced account Please 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 any concerns Mr [redacted] experienced with the account Please be advised the account is currently subscribed to our Simple Choice Family Mobile with unlimited talk, text and GB of 4G LTE data for two lines for $plus applicable taxes and fees.Our records confirm on December 23, 2017, Ms [redacted] purchased two LG Stylo Plus handsets using our Equipment Installment Plan (“EIP”) offering Regrettably, due to an inadvertent error, the handsets did not ship and on January 2, 2018, the orders were canceled It is important to note that from December 27, 2017, through January 2, 2018, in an effort to amicably resolve the matter T-Mobile applied several credits totaling $ Please be advised the courtesy credits provided were not reversed On January 2, 2018, T-Mobile placed a new order for two LG Stylo Plus handsets on EIP and the handsets were delivered on January 4, Thereafter, Mr [redacted] contacted T-Mobile regarding concerns with his data usage and T-Mobile added an additional unlimited data package in the amount of $per month for lines ending in and Please be advised both additional data packages were removed as of February 9, and returned to the original GB of data per line referenced aboveOn February 5, 2018, a bill generated for $176.98, which consisted of monthly service charges, goodwill credits, and equipment charges plus applicable taxes and fees from February 5, 2018, through March 4, 2018, and due by February 25, On February 9, 2018, in an effort to further resolve Mr [redacted] ’s concerns T-Mobile applied additional account credits in the amount of $for additional data charges and courtesy credits leaving an account credit balance of $On February 12, 2018, upon speaking to Mr [redacted] he stated his concerns had been resolved and requested additional courtesy credits, at which time T-Mobile respectfully declined any additional compensation for this matterT-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.Carolina F [redacted] Executive Response