T-Mobile USA

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 19, 2017, regarding the above-referenced account T-Mobile regrets any concern to Mr [redacted] in regards to his account and appreciates the opportunity to respond to his concernsT-Mobile records confirm that on May 12, 2017, Mr [redacted] purchased a Samsung Galaxy Sfor his mobile line of service ending in [redacted] on T-Mobile’s Equipment Installment Plan (“EIP”) option by agreeing to monthly installments in the amount of $Please be advised that as of the date of purchase Mr [redacted] was also subscribed to JUMP! which includes Premium Device Protection (“PDP”) coverage, provided by Assurant, that covers devices if they are ever lost/stolen or damaged by filing an insurance claim and paying a deductible associated with the device being replaced Please be advised that T-Mobile does not reflect a record of Mr [redacted] reporting his handset lost and may have contacted Assurant directly to file his insurance claim for a replacementIt is important to note that on May 25, 2017, Mr [redacted] canceled his mobile line of service ending in [redacted] when he ported the number out to another carrierAs the line was canceled, any PDP coverage has been lost and any claim filed to replace the device has been declined by AssurantT-Mobile recommends Mr [redacted] contact Assurant at 1-866-866-to discuss his claim further Please be advised that on March 2, 2017, Mr [redacted] enrolled his T-Mobile account in AutoPay, a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, via myT-Mobile.comRecords confirm that on May 25, 2017, Mr [redacted] updated the AutoPay method to a checking account via myT-Mobile.com and any future billed monthly recurring charges would be debited from this checking account It is important to note that on June 2, 2017, Mr [redacted] ported out his final line of service ending in [redacted] out to another carrier which closed his accountAs his account closed all open EIP balances for his Samsung Galaxy Sand previous devices purchased on EIP accelerated and were due immediatelyOn June 14, 2017, a final bill generated reflecting a total balance due of $1,for final EIP balances of purchased equipment and prorated monthly recurring costs for service from May 14, 2017, through June 2, As Mr [redacted] account was enrolled in AutoPay the amount of $1,was debited from the checking account on file on July 4, As the checking account had insufficient funds the payment was returned leaving a balance due of $1,by August 6, The AutoPay service has been removed as of July 25, 2017, from Mr [redacted] account T-Mobile records confirm that on June 20, 2017, Mr [redacted] contacted Customer Care to apply for a new T-Mobile postpaid accountDue to the outstanding balance on Mr [redacted] current postpaid account and T-Mobile’s previous payment history with him, T-Mobile has respectfully declined Mr [redacted] the option for a new account and equipment to be financed on EIP with well qualified pricingPlease note that Mr [redacted] still has until August 6, 2017, to bring his current account current and restore services once again which would still offer him well qualified pricing on EIP optionMr [redacted] may contact Customer Care at 1-800-937-for further arrangements 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 Oscar T [redacted] Executive Response

April 5, 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 March 29, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Mr [redacted] - [redacted] ’ concerns have been resolved to his satisfaction T-Mobile regrets any inconvenience to Mr [redacted] - [redacted] T-Mobile records indicate that on October 22, 2015, Mr [redacted] - [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) lease offering with a Samsung Galaxy S 6, and the trade if of a Samsung Galaxy Note handsetAt the time of Mr [redacted] - [redacted] ’ lease signing, he was not required to remit a capital cost reduction payment, agreed to monthly installments of $24.00, and a purchase option price of $ From December 22, 2015, through November 25, 2015, T-Mobile was running a promotion wherein customers that initiated a lease of a Samsung Galaxy Shandset and trada qualifying handset could receive a credit of the monthly cost of the lease paymentsAs Mr [redacted] - [redacted] ’ lease met the requirements, his account was enrolled in the promotional offerIt is important to note that should Mr [redacted] - [redacted] choose to purchase the handset following the completion of the lease, he is subject to the agreed upon purchase option price, listed above After speaking to Mr [redacted] - [redacted] on April 1, 2017, T-Mobile issued a credit in the amount of $toward the purchase option price of the Samsung Galaxy S handsetAs of the date of this correspondence, Mr [redacted] - [redacted] ’ lease remains closed, with a zero balance due for the purchaseT-Mobile regrets any inconvenience to Mr [redacted] - [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 Ronnie A [redacted] Executive Response

June 17, 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 July 10, 2015, regarding the above-referenced account T-Mobile records confirm that on March 21,2015, Ms [redacted] ported in to T-Mobile the mobile number ending in [redacted] andsubscribed to T-Mobile’s Simple Choice Value Talk, Text and Data rateplan for $per month on the above-referenced account This rate plan provides Ms [redacted] withunlimited talk, text, and internet with 4G speeds up to 1GB The account has the JUMP! feature whichprovides customers all the coverage offered by our Premium Handset Protection bundle(handset insurance and extended warranty), Mobile Security with Lookout, plusthe benefit of traditheir current device financed through an EquipmentInstallment Plan (EIP) for a credit of the remaining EIP balance due, up toone-half of the original retail price of that device for $per month Also, the account has an additional internetfeature which provided Ms [redacted] with up to unlimited data, 7GB of Hotspot andunlimited radio for $per month T-Mobile records indicate that on March 21, 2015, Ms [redacted] qualifiedfor and took advantage of our EIP offering with the purchase of an iPhone 6Silver 64GB EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments Accordingly, Ms [redacted] was asked to make a down payment in the amountof $including the equipment taxes and agree to a series of monthlyinstallments in the amount of $ All customers who choose to use the EIP option to pay for theirequipment are required to enter into a month financing agreement signed atthe time of the purchase Although thismonth financing agreement is required and the installments are added to eachmonthly billing statement, customers may choose to pay off their EIP balance atany time by making incremental additional payments or a single payment for thetotal balance Please note that anyadditional payments reduce the length of time it will take to pay the entirebalance, but will not reduce the amount of any future regular monthly EIPpaymentsIf a customer has an open EIP and the EIP is ended, any remaining openEIP balance on the account is accelerated and becomes due with the followingbilling statement Regretfully, due to an inadvertent error, on March 22,2015, Ms [redacted] EIP was endedTherefore, the remaining EIP balance of $was accelerated andposted to Ms [redacted] billing statement dated March 25, We regret any inconvenience to Ms [redacted] Nonetheless, on April 28, 2015, T-Mobilereopened Ms [redacted] EIP for the iPhone Silver 64GB Please be advised that Ms [redacted] account isbilled in arrearsT-Mobile records indicate that Ms [redacted] billing statementdated May 25, had a balance of $which included outstanding past duecharges of $from the billing statement dated April 25, 2015, monthlyrecurring charges, features, applicable taxes and fees billed from April 25,to May 24, 2015, EIP monthly installment and a $late fee Please note that on May 26, 2015, payment of$was remitted to the account and on May 29, credit of $for thelate fee was posted to the account leaving the account with a remaining balanceof $ It is important thatif customers experience any difficulties with the service, that they provideCustomer Care details of the problem, including the date and time and thearea(s) in which it occurred, including the major cross streets Please note that this information is criticalto our ability to evaluate and troubleshoot service and coverage issues Once aware of the situation, T-Mobile canattempt to resolve the issue through network or equipment adjustments We regret any inconvenience to Ms [redacted] regarding her data concerns It isimportant to mention that should Ms [redacted] continue to experience dataconcerns she may contact Customer Care at [redacted] and request technical careassistance regarding Ms [redacted] data concernsIn an effort toamicably resolve this matter, on June 12, 2015, T-Mobile posted a one-timecourtesy credit of $as compensation to Ms [redacted] for any inconvenienceregarding this matter, bringing the account to a zero balance 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

July 14, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated July 6, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that they have designated [redacted] as an authorized user of the accountAccording to our records, on April 12, 2016, Ms [redacted] activated her T-Mobile account through [redacted] At that time, Ms [redacted] purchased three iPhone 6S handsets, a Samsung Galaxy Shandset, an iPad Mini tablet, and a Samsung Galaxy Tab device through our Equipment Installment Plan ("EIP") programOn April 21, 2016, Ms [redacted] purchased a screen protector and protective case for a Samsung device and a pair of earphones through our EIP programAt the time of purchase of the four above-referenced handsets, T-Mobile records confirm that Ms [redacted] traded in her previous carriers handsetsIt is important to note that the traof a device is a final transactionPursuant to the agreement signed at the time of the trade-in, Ms [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”Please be advised that the above information applies even when cancellation of service is requested and processed within the purchased handset’s return periodT-Mobile retail stores and our dealer locations do not retain tradhandsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our traprogramAs such, although T-Mobile regrets any inconvenience to Ms***, we are unable to return her handsets as they are no longer in the possession of the store where she activated serviceOur records confirm that Ms***’s account is subscribed to the Business Family Unlimited Talk, Text and 6GB for 2-Lines rate plan starting at $for the first two lines and $for each additional line per monthAccording to our records, on July 2, 2016, Ms [redacted] contacted Customer Care at which time she stated she wanted insurance on her lines of servicePursuant to Ms***’s request T-Mobile added the JUMP! feature to the mobile numbers ending in [redacted] and [redacted] for an additional $per line of service per monthThe estimated cost per month for the services described above, including Ms***’s EIP is $before applicable taxes and feesAlthough Ms [redacted] is now beyond her return period, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Ms [redacted] may return her equipment to my attention at the following address: [redacted] Upon receipt of Ms***’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the associated EIPs, in the amount of $3,T-Mobile recommends that Ms [redacted] request 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 handsets, chargers, and her account information within the box to ensure that she receives the proper credit upon receipt of the handsetWe also ask that Ms [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms [redacted] if the application is enabledPlease be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms [redacted] and the balance will then be considered valid and owedIt is important to note, Ms [redacted] must have the equipment post marked for return no later than days from the date of this letter in order to take advantage of this offerFurthermore, please note that T-Mobile was not party to the contract signed between [redacted] and Ms [redacted] and as such, we cannot speak to any additional fees that [redacted] may charge Ms [redacted] to cancel the accountShould Ms [redacted] have any concerns about any additional amounts charged by [redacted] , or should she wish to discuss the matter further, then she may contact me directly for additional assistanceT-Mobile regrets any inconvenience to Ms***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, INCBrandon M [redacted] Executive Response

July 12, 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 1, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced regarding her refund and appreciates the opportunity to respond to her concerns T-Mobile records confirm that Ms [redacted] canceled her account on May 14, 2017, when she ported her mobile numbers to another service providerMs [redacted] ’s billing cycle ran from the ninth of one month to the eighth of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms [redacted] was billed through June 8, 2017, in the amount of $consisting of monthly access charges and applicable taxes A review of Ms [redacted] ’s account confirms that her billing cycle from April 9, 2017, through May 8, 2017, consisted of monthly access charges and final charges for her devices on our Equipment Installment Plan (“EIP”) in the amount of $Please note that Ms [redacted] ’s account was enrolled in AutoPay on November 14, AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayAs Ms [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card/bank account provided Ms [redacted] contacted Customer Care on June 2, 2017, concerning the payment of $and was advised that a refund was processed in the amount of $Due to an inadvertent error the refund was declined and Ms [redacted] ’s refund was not processed Nevertheless, in an effort to amicably resolve this matter, on July 5, 2017, T-Mobile advised Ms [redacted] that the refund had been refunded to the banking account on file and can expect the funds to be deposited within three to five business days 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 Ms [redacted] ’s contact with our Customer CareT-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 Andrew S [redacted] Executive Response

December 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 December 26, regarding the above-referenced account T-Mobile regrets that Ms [redacted] has concerns regarding our September iPhone Trade Up offer From September 9, through September 25, 2016, customers who switched to our T-Mobile ONE rate plan and traded in either a fully paid for Apple iPhone or a fully paid for Apple iPhone 6S could receive an Apple iPhone GB handset at no cost Please be advised that customers participating in this offer would be required to sign a monthly Equipment Installment Plan (“EIP”) agreement and would have received a one-time bill credit for their trade in value and monthly bill credits for the difference over months to equate to the total cost of the device Please note that customers could have elected to purchase an Apple iPhone with a higher memory variant or an Apple iPhone Plus, however, they would have been responsible for the cost difference associated with the device selected T-Mobile records reflect that Ms [redacted] purchased three Apple iPhone GB handsets and an Apple iPhone Plus GB handset on EIP and was charged $for memory upgrades at that time Our records also reflect that Ms [redacted] purchased an additional Apple iPhone Plus GB handset and paid the full amount for this handset at the time of the transaction which was $ However, T-Mobile records do not reflect that Ms [redacted] has traded in any handsets on the account nor has she changed to a qualifying rate plan for the Trade Up offer As such, Mr**’s purchases would not qualify for any promotional credit Additionally, as all the handsets purchased were either a Plus model, or a memory variant higher than GB, Ms [redacted] would have been required to pay the price difference between these handsets and the Apple iPhone GB had she qualified for the offer However, while Ms [redacted] did not meet the qualifications for this offer, in an effort to amicably resolve the matter, upon speaking to Ms [redacted] on December 27, 2016, T-Mobile offered to close and credit the EIPs associated with these handsets as well as credit any charges already billed for the EIPs to her T-Mobile account We also agreed to issue a refund to Ms [redacted] in the amount of $which is the cost of the handset she purchased at full cost of $and the $Upgrade Fee Thus Ms**, while not qualified for any promotion, is receiving five handsets valued at $3,at a cost of $ It should be noted that Ms [redacted] did not immediately accept our offer Should Ms [redacted] choose to accept our offer she may contact me at the number below by January 27, We regret any inconvenience to Ms** 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**’s contacts with our retail location regarding the matter 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

January 20, 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 9, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***’ concerns within this letterT-Mobile regrets any concerns that Ms [redacted] has had regarding her Carrier Freedom reimbursement or her handset tracreditOur records indicate that Ms [redacted] activated her T-Mobile account on November 5, Under the terms of our Carrier Freedom 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”)Customers then need to submit their detailed final billing statement online at www.switch2t-mobile.com within days of activation of their T-Mobile accountPlease note that to date, T-Mobile has no record of receipt of a reimbursement request from Ms***However, our records confirm that on January 8, 2016, Ms [redacted] reached our online Customer Relations Team and provided them with a copy of her final billing statement from her previous providerAt that time, T-Mobile confirmed that Ms [redacted] was charged an early termination fee in the amount of $when she cancelled with her previous provider, and as such, T-Mobile entered a credit in the amount of $toward Ms***’ accountUpon receipt of this correspondence, T-Mobile investigated Ms***’ concerns regarding her trahandsetRegretfully, T-Mobile has no records to indicate that a handset was tradat the time of activationAs we were unable to reach Ms***, we were unable to gain details regarding the handset tratransactionNevertheless, as Ms [redacted] indicates that the handset was quoted a value of $75.00, T- Mobile has entered a credit to the account in the amount of $75.00, bringing the account to a revised credit balance of $T-Mobile regrets any inconvenience to Ms***, and we are sorry to hear that she had difficulty discussing the details of her account in-store with our representativesPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact, regardless of the origination of the accountWe 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***’ recent contact with our retail locationT-Mobile would like to further discuss the matter with Ms***’ regarding her in-store experience and to confirm that we have addressed all of her concernsMs [redacted] may contact me at the number listed below if she would like to discuss the matter furtherBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

October 3, 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 September 25, 2016, regarding the above-referenced accountT-Mobile is pleased to report that Mr [redacted] ’s concerns have been resolved to his satisfactionT-Mobile regrets any inconvenience to Mr [redacted] with respect to his Samsung Galaxy Note handsetT-Mobile records confirm that on August 16, 2016, Mr [redacted] qualified and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of a Samsung Galaxy Note Silver Titanium handset with 64GB of memoryMr [redacted] was not required to pay a capital cost reduction and agreed to a series of monthly lease payments in the amount of $As widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handAs you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediatelyWe certainly apologize if one of our employees failed to follow that process for Mr [redacted] ’sPlease note that customers are not required to return the device to T-Mobile; waiting for the announcement from Samsung about their plan for collecting the recalled handsets is an optionFor the customers who do not want to wait any longer, those who already have their Note 7, regardless of where it was purchased, can take that handset back to the retail store for a full refundFor customers who had their new handset shipped to them, they can also return to their local retail store where a return will be completedIt is very important that none of these handsets be put in the mailT-Mobile records confirm that on September 18, 2016, Mr [redacted] utilized T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy SBlack Onyx handset with 32GB of memoryMr [redacted] intended on utilizing this handset as a temporary device until a replacement Samsung Galaxy Note handset could be sent to himUnfortunately, Mr [redacted] ’s Samsung Galaxy Shandset became physically damaged while in his possessionTherefore, as Mr [redacted] intended to return the handset for a full refund in good working condition, he was required to file a claim with Assurant Solutions, Inc., the provider of Mr [redacted] ’s handset insuranceMr [redacted] was required to pay a deductible of $in order to receive a replacement Samsung Galaxy ShandsetT-Mobile regrets any inconvenience to Mr [redacted] In an effort to amicably resolve the matter, and as a courtesy to Mr [redacted] , T-Mobile will allow Mr [redacted] to return the damaged Samsung Galaxy Shandset to the Executive Office, within days of this letter, in good working condition, directly to my attention at: T-Mobile USA, IncExecutive Response Attention: [redacted] Upon receipt of Mr [redacted] ’s handset, T-Mobile will apply a credit of $to Mr [redacted] ’s open EIP balanceMr [redacted] has accepted this as a resolution to his concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCDiana J [redacted] Executive Response

September 29, 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 September 23, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced when visiting a T-Mobile retail location to pay her sons phone billPlease be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s visit to our retail locationPlease be advised, T-Mobile takes our customers account security very seriouslyCustomers are required to provide identification when making certain changes on a T-Mobile account in a retail locationFor customers who wish to make payments towards a T-Mobile account, this identification is not required, but may be requestedT-Mobile regrets any confusion on this matterT-Mobile has filed an incident report for further review of Ms [redacted] ’s concernsAn internal investigation will be completed in regards to the retail location in questionPlease note this is an internal investigation and the results of this review cannot be provided to Ms [redacted] We thank Ms [redacted] for bringing her concerns to our attentionBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCJennifer G [redacted] Executive Response

April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 March 21, 2018, regarding the above-referenced file number Please be advised that T-Mobile has made several attempts to contact Ms [redacted] which have proven unsuccessfulUpon review, T-Mobile has confirmed that this complainant is not a T-Mobile customer and may be a Sprint customer as conveyed in their correspondence to your office As such, we respectfully request that you forward this correspondence to Sprint for investigation and response 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-ext341-7997.Very truly yours,T-MOBILE USA, INC.Chris ***Executive Response

August 17, 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 August 13, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any inconvenience that Mr [redacted] experienced regarding our tablet promotion and appreciates the opportunity to respond to his concernsT-Mobile records confirm that on June 20, 2016, Mr [redacted] activated four Mobile Internet (“MI”) lines on the Simple Choice North America MI 2GB (gigabyte) for each of the lines ending in [redacted] ***, which for $per month provides 2GB’s of data at up to 4G/LTE speedsIt is important to note that this rate plan when combined with a voice line qualifies for a monthly discount of $on each line of serviceDue to an inadvertent error the $discount was not applying towards the MI lines and Mr [redacted] was charged the full $on his billing statement dated July 25, On July 25, 2016, T-Mobile corrected the error and the discount will now begin to apply every monthPlease note that Mr [redacted] ’s account is a bill current account and as such, he is billed in advanceThis means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleMr [redacted] ’s bill cycle runs from the 25th of one month through the 24th of the following month with the bill due on the 17thAs such, on August 25, 2016, when Mr [redacted] ’s bill cycle closes he bill will automatically be recalculated and the $credit for each of the MI lines applied; this will reflect on his August 25, 2016, billing statementBeginning June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can choose between a variety of tablets that would be free after mail in rebateIn order to qualify Mr [redacted] was required to sign up with a rate plan of 1GB or higher for a Mobile Internet (“MI”) plan and purchase the tablet(s) on our Equipment Installment Plan (“EIP”)Additionally, customers must submit for the mail in rebate via www.t-mobile.com/promotions utilizing the promotion code JUNE16TABLETIt is important to note that rebates will be mailed to the address of record within six to eight weeks after submissionT-Mobile records indicate that on June 20, Mr [redacted] qualified for and took advantage of our EIP offering with the purchase of four LG GPad TabletsEIP 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 his personal credit history at the time of Mr [redacted] ’s purchase, he was not required to make a down payment; however, he agreed to pay $156.96, which is for the taxes on the full retail priceMr [redacted] then agreed to a series of monthly installments in the amount of $per tabletRegrettably, on July 10, 2016, Mr [redacted] contacted T-Mobile’s Customer Care to advise that he had not received the tablet orderT-Mobile records confirm that on July 12, 2016, Mr [redacted] ’s order for the four LG GPad Tablets was cancelled as ‘never received’ and a replacement order was sent out to the address of recordUnfortunately, due to the date of the second order of July 12, 2016, being outside of the initial time frame for the free tablet offer on July 28, 2016, Mr [redacted] ’s submission for refund was declinedIn an effort to amicably resolve Mr [redacted] ’s concerns, on August 16, 2016, released the remaining balance of the aforementioned EIP’s to his account which will reflect on his next billing statement August 25, Additionally, credits totaling $will appear on the same billing statement thus providing Mr [redacted] the LG GPad’s at no costT-Mobile regrets any inconvenience to Mr [redacted] regarding our tablet promotionBased 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, INCShannon R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I appreciate that Thania took the time to describe what my bill amounts are but she neglected to accept accountability for the numerous mis-charges that we have been billed for nor did she mention T-Mobile Kickbacks, which have been messed up on our bill for a few months I feel her response is not fully honest nor will it help others who read the reviews to understand what the issues are Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I'm not sure if it's assumed but I'm expecting a refund of $for the initial down payment I put down for opening a new account/phones and a check for $as a reimbursement for the old device we traded in from our old carriersI know that I'm subject to a small balance for using the T-Mobile for under a week (the representative said it would be under $20) that will be deducted from those amounts owed to meI believe I should not be subject to a restocking fee since this entire issue was the result of what T-Mobile telesales promised versus what that could actually honorProvided all these happen (the refund and reimburse I disclosed above, I pay the small amount owed for limited usage of their network/phones, and no restocking fee) I consider this sufficient and I would close my complaint.Sincerely, [redacted]

August 14, 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 7, 2015, regarding the above-referenced accountT-Mobile regrets any difficulty that Mr [redacted] has experienced with his Samsung deviceT-Mobile provides a 14-day return period during which our customers can test newly purchased equipment to determine whether it meets their needsIf the equipment does not meet the customer’s needs, it can returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plain (“EIP”) entered into at the time of the original purchaseAlthough Mr [redacted] is outside the return period for his purchase, in an effort to amicably resolve this matter , T-Mobile agrees to accept the return of his Samsung Galaxy Sdevice in exchange for providing a $refund via Citibank prepaid refund debit cardMr [redacted] may return the handset to my attention within days of this letter at: Executive Reponse Attention: Pancho QP.OBox [redacted] Albuquerque, NM Mr [redacted] has EIP available for an equipment upgrade subsequent to the proposed refund 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 [redacted] Very truly yours, T-MOBILE USA, INCPancho QExecutive Response

Thank you 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] ***

September 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated September 3, 2015, regarding the above-referenced accountPlease be advised that T-Mobile takes customer’s security very seriously, after verification our records confirm that Ms [redacted] in an authorized user on the above-referenced business accountT-Mobile regrets to hear that Ms [redacted] experienced concerns with her coverage and handset while she was a customer with T-MobileOur goal is to provide our customers with the best experience possibleUnfortunately, T-Mobile is unable to guarantee coverage in all areasThere are several factors that may interfere with actual service, quality, and availabilityT-Mobile records confirm that on November 10, 2012, Ms [redacted] activated a business account with the mobile numbers ending in [redacted] and ***We have carefully reviewed Ms [redacted] usage and found that during her billing cycle running from April 7, through June 24, 2015, the account used an average of minutes,1,messages, and 1,megabytes of dataIt is T-Mobile’s position that Ms [redacted] was able to utilize her serviceOur records indicate that on January 4, 2014, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Light Brown handset for a total of $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 installmentsBased on Ms [redacted] personal credit history at the time of Ms [redacted] purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $per monthOn June 24, 2015, Ms [redacted] canceled her mobile numbers ending in [redacted] and ***, when she transferred her mobile numbers to another service providerMs [redacted] final balance is $352.97, which consists of her monthly access charges from May 7, through June 24, 2015, monthly EIPs, final EIP balance of $70.00, and applicable taxesIt is T-Mobile’s position that the charges are valid and owedHowever, in an effort to amicably resolve this matter, on September 8, 2015, T-Mobile offered Ms [redacted] the option to return her Samsung Galaxy Light to my attention in like-new condition and in exchange T-Mobile agrees to credit the final EIP and final monthly access chargesThe handset can be mailed to me at the following address: T-Mobile USA, IncAttn: Leah T [redacted] c/o Executive Response P.OBox [redacted] Albuquerque, NM T-Mobile recommends that Ms [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-MobileWe ask that Ms [redacted] please include the handset, battery, charger and her account information within the box to ensure proper creditPlease be advised if the full kit is not returned (such as a missing charger or battery), a $restocking fee will be deducted from the credit offered aboveIf the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered validIt is important to note, Ms [redacted] must have the equipment post marked for return no later than October 8, Should Ms [redacted] fail to meet this date the offer shall be considered void and charges will be considered validT-Mobile regrets any inconvenience to Ms [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

February 22, 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 9, 2017, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to [redacted] satisfaction T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his billingT-Mobile records confirm that on December 2, 2016, Mr [redacted] activated service with mobile number ending in ***Further records confirm that on December 4, 2016, Mr [redacted] requested his service be terminated due to no coverage at which time the account was canceled Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycleIf, during that billing cycle, the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advanceA customer is assigned a billing cycle 1-days after activationT-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billedThese usage charges would appear on the customer’s first statement, along with the monthly reccurring service charges for their regular billing cycle T-Mobile records confirm that [redacted] first billing statement was adjusted in full in the amount of $However, the final billing statement included prorated monthly charges from December 2, 2016, through December 4, As we want to ensure that our customers are provided the best experience possible, on February 11, 2017, T-Mobile contacted Mr [redacted] and offered to issue a credit to offset the $balanceOn February 12, 2017, Mr [redacted] accepted our offer and the account now reflects a zero balance Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

August 28, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327 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 August 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that he has designated [redacted] as an authorized user of the account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any on-going concerns experienced by Ms. [redacted] regarding the account billing and services on the T-Mobile account. According to our records on June 22, 2017, Ms. [redacted] ’ upgraded her rate plan from the promotional 4 for $120.00 Simple Choice 10GB rate plan for her four voice lines to the $180.00 T-Mobile ONE Tax Included rate plan for her four voice lines. The plan change was made retroactively to begin on June 10, 2017, which was the first date of the current bill cycle. Please note however, that Ms. [redacted] ’ account is billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. As Ms. [redacted] has already received her monthly charges for June 10, 2017, through July 9, 2017, on her billing statement dated June 9, 2017, T-Mobile recalculated her charges by crediting her previously billed rate plan and re-charging for the new plan during the same dates. Additionally, because Ms. [redacted] is billed current, not only did her July 10, 2017, billing statement reflect the re-calculated charges but she was also billed from July 9, 2017, through August 10, 2017, accordingly. Our records further reflect that on July 18, 2017, Ms. [redacted] changed her rate plan back to her original plan of 4 for $120.00 Simple Choice 10GB rate plan. Again, this caused Ms. [redacted] ’ bill to be re-calculated receiving the difference as a credit balance on her account. Please be assured that although, Ms. [redacted] states that she has been overcharged, T-Mobile has confirmed that she has been accordingly to her rate plan choices and currently has an credit balance for the over payment and recalculations of her monthly charges in the amount of $130.67. We regret any confusion the rate plan changes have caused. Although, it is T-Mobile’s position that Ms. [redacted] has been billed accordingly, as a courtesy we have issued a credit in the amount of $66.49 for the difference in her rate plan change charges for her June 10, 2017, and July 10, 2017, billing statements. This leaves Ms. [redacted] ’ account active with a credit balance of $197.16. Please note that going forward Ms. [redacted] ’ should expect a monthly recurring charge of $120.00 for her four voice lines, $15.00 for her two mobile internet lines of service, $57.01 for her monthly Equipment Installment Plan (“EIP”) for the Apple iPhone 6S, SyncUP drive hotspot and Samsung Galaxy S7, and applicable taxes and surcharges for a rough estimate of $234.17 a month. Regarding Ms. [redacted] ’ concerns for her handset, our records reflect on October 29, 2016, a purchase for the LG V20 was completed for mobile number ending ***. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. As such, on June 22, 2017, Ms. [redacted] completed an exchange for her non-working V20. We apologize if the device had any complications following her exchange and are happy to hear that the settings were restored to avoid any additional replacements. Again, we regret that Ms. [redacted] experienced any concerns regarding her account and appreciate the opportunity to address her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our 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. Christina S [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: t-Mobile said they sent a one time pin to my correct address. After 1 week of saying this I reached out again to see why the one time pin was not yet received and they said I have to wait 30 days for my address to be updated on their side. So I was promised again for my issue to be resolved using One time pin sent by mail but am stuck again unable to use my T-Mobile SIM card.I have also sent my photo ID and SSN to Mr.Chris L [redacted] but still I have no feedback. I still cant access my bank accounts and many other important business tools because they are all connected to my t-mobile SIM card for account verification, please help me get this issue resolved asap Sincerely, [redacted]

August 28, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] 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 15, 2017, regarding the above-referenced account. Our records indicate the account holder of record is [redacted] and that [redacted] has been designated as an authorized user. T-Mobile regrets any concerns Mr. [redacted] experienced regarding equipment returns. Please be assured that T-Mobile strives 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. ***’s contact with our Customer Care department and Executive Response Team. T-Mobile records indicate on June 14, 2017, Mr. [redacted] started a JUMP! On Demand (“JOD”) lease for a Samsung Galaxy S8 device. On June 27, 2017, the Samsung Galaxy S8 device was received at our warehouse. Unfortunately, the JOD lease was not ended upon return and Mr. [redacted] continued to receive monthly lease charges. On August 14, 2017, the JOD lease was ended and an adjustment in the amount of $265.31 was issued for the billed lease charges and for the inconvenience. On August 15, 2017, T-Mobile issued an additional adjustment in the amount of $81.91 for third party download charges. In regards to Mr. ***’s concerns about an Apple iPad Pro tablet; T-Mobile records indicate on June 21, 2017, Mr. [redacted] started a JOD lease for an Apple iPad Pro tablet. On August 20, 2017, T-Mobile received the return of the Apple iPad Pro tablet and the JOD lease was ended and Mr. [redacted] will no longer be billed for the tablet. T-Mobile issued an adjustment in the amount of $11.70 for return shipping costs. Please note T-Mobile does not have record we offered a credit in the amount of $13.60. On August 22, 2017, T-Mobile issued an adjustment in the amount of $100.00 for the inconvenience. The above credits impacted the account balance in the amount of $500.74 which updated the balance to $41.82. 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 attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. ***-xxxx. Very truly yours, T-MOBILE USA, INC. Jennifer G [redacted] Executive Response