T-Mobile USA

January 5, 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 December 30, 2016, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated [redacted] as an authorized user of the account We are sorry to hear that Ms [redacted] had any concerns regarding her coverageT-Mobile is always working to improve its coverage, and we regret any service issues that Ms [redacted] may have experiencedUnfortunately, T-Mobile is unable to guarantee coverage in all areas There are several factors and conditions that may interfere with actual service, quality, and availabilityHowever, customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool found at www.T-Mobile.comIn reviewing the Personal Coverage Check tool for Ms [redacted] ’s area, T-Mobile shows that she should expect 4G/LTE connectivity coverage We apologize if that was not Ms [redacted] ’s experience T-Mobile records confirm that Ms [redacted] canceled her account on November 25, 2016, when she ported out her mobile numbers to another service provider Ms [redacted] ’s billing cycle ran from the of one month to the of the following month Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle Accordingly, Ms [redacted] was billed through December 16, Nevertheless, as a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the monthly charges from November 17, 2016, through December 16, 2016, leaving her account closed with 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 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 Christina S [redacted] Executive Response

June 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr***T-Mobile records confirm that on June 15, 2017, and June 16, 2017, Mr [redacted] was offered to speak with a manager but disconnected the call before being transferred to a managerUpon speaking with Mr***, he confirmed that his concern was in regards to his device being physically damaged T-Mobile records reflect that Mr [redacted] purchased a LG Aristo on April 3, By purchasing T-Mobile equipment, Mr [redacted] receives a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, 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 However, as Mr [redacted] stated that his device had a cracked screen, this would be considered physical damage to the LCD and would void his warrantyIn an effort to amicably resolve this matter, on June 23, 2017, T-Mobile offered to credit 50% off the purchase of a new LG Aristo device which is the equivalent of a $creditRegretfully, Mr [redacted] declined this offerShould Mr [redacted] wish to accept this offer, he may contact me at the number listed below no later than July 23, T-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at ###-###-####- [redacted] Very truly yours, T-MOBILE USA, INC Zachary S [redacted] Executive Response

July 28, 2016 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in... receipt of your correspondence dated July 21, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her coverage concerns. Per our conversation with Ms. [redacted] on July 26, 2016, she is having issues with a prepaid calling card she purchased for international long distance calls. We regret to hear that she is having issues with her coverage that has also affected her ability to make international long distance calls. In an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment in the amount of $80.00 to Ms. ***’s T-Mobile account. Ms. ***’s updated balance is $149.08 which includes her bill statement date July 23, 2016 for her monthly recurring charges from June 23, 2016 thru July 22, 2016. T-Mobile does regret any inconvenience to Ms. ***. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Martin G [redacted] Executive Response

December 4, 2015 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in... receipt of your correspondence dated November 26, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. ***’s satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding signing up for T-Mobile’s Free Data for Life promotion. On October 31, 2013, T-Mobile launched the Free Data for Life pass which is available for tablets purchased directly through T-Mobile as well as eligible tablets that work on T-Mobile's network. This offering is available to both new and existing customers and comes with a 200 MB Free Starter data package on our 4G LTE network, where available. As part of this offering, the customer is not required to have a voice package provided that the device using the pass has been paid for in full. The Free Data for Life pass activation process, which may be completed as a postpaid option with the choice to use the Equipment Installment Plan (“EIP”) or as a Pay in Advance option, is automatic after the customer completes the on-device registration through the Mobile Internet Management (“MIM”). The MIM is an on-device self-service portal that allows customers to create an account, link their device to an account or manage their account directly from their Mobile Internet device. Once the on-device registration is completed, the 200 MB of free data is activated and renews automatically every 30 days. It is important to note that the Free Data for Life pass may only be used on the original tablet whose IMEI is captured at the time of activation. T-Mobile regrets any problem Mr. [redacted] has experienced applying the 200 MB of free data. In an effort to amicably resolve this matter for Mr. ***, on December 3, 2015, T-Mobile manually applied the 200 MB of free data. Going forward the 200 MB of free data will renew automatically every thirty days from the activation date. Upon speaking with Mr. [redacted] he accepted this as resolution. 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. Zachary S [redacted] Executive Response

November 28, 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 November 21, regarding the above-referenced accountT-Mobile regrets any difficulty Mr [redacted] has experienced with his Samsung Galaxy S32GB device and any delay in receiving a replacementT-Mobile’s records confirm that on November 11, 2016, a limited warranty exchange was filed for the line ending in [redacted] for a Samsung Galaxy SGB devicesDuring the Limited Warranty period, Mr [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramUnder 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 damageRegretfully, when the order was placed it was determined that it was on backorderPlease note backorder status means that T-Mobile is still taking orders for the device but is waiting on stock to fulfill those ordersT-Mobile makes every effort to manage supply of the devices; however when demand out paces supplies the shipping of the device is delayedT-Mobile has confirmed that the replacement was shipped on November 18, 2016, to the T-Mobile store for instore pickupIt is important to note that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processedThis fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement deviceWhen Mr [redacted] requested the Limited Warranty exchange the $Service Warranty Processing Fee was disclosed before the transaction was completed and the replacement device was sentPlease note to reduce this fee for future exchanges, Mr [redacted] may add the appropriate Premium Handset Protection feature to the account which provides an extended warranty period, a reduced $Service Warranty processing Fee, and expedited shipping of replacement equipmentT-Mobile records indicate that on November 18, 2016, Customer Care applied an account credit in the amount of $to mitigate any difficulties caused regarding Mr***’s equipment concernsMr***’s account reflects a balance owing in the amount of $as the data of this letterT-Mobile regrets any difficulties Mr [redacted] experienced 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAmor M [redacted] Executive Response

December 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated December 20, 2016, regarding the above-referenced accountT-Mobile is pleased to report we have successfully resolved Ms [redacted] ’ concerns to her satisfactionT-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encounteredT-Mobile appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to improve future customer experiencesT-Mobile records confirm that, on January 30, 2016, Ms [redacted] activated account number [redacted] in addition to her currently active account number listed aboveThis account was activated with two mobile numbers ending in [redacted] and ***T-Mobile records indicate that during account activation, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Note handsetsEIP 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 installmentsAccordingly, Ms [redacted] was asked to make a down payment in the amount of $plus sales tax and agree to a series of monthly installments in the amount of $A Change of Responsibility (“COR") is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbers and, if applicable, the equipment moved to the new accountT-Mobile has investigated this matter and found that the COR for Ms [redacted] ’ mobile numbers ending in [redacted] and [redacted] was processed on May 21, As of that date, Ms [redacted] was no longer financially responsible for these numbers however the EIP balances were not successfully transferred to the new accountIt is important to note that, because account number [redacted] had only two active lines, upon completion of the COR, the account was canceledIf a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementWhen account number [redacted] was canceled on May 21, 2016, the remaining EIP balance of $was accelerated and posted to the final billing statement dated June 2, The total balance reflected on the final billing statement was $and included an unpaid balance of $and new charges totaling $that consisted of the accelerated EIP balance as well as adjustments to prorate the final month’s service charges as the account was canceled mid-cycleT-Mobile was unsuccessful in collecting payment on this balance therefore, on August 28, 2016, the account was transferred to an outside collection agencyThis transfer incurred a collection fee of $and resulted in a revised balance of $It is T-Mobile’s position this balance was accurateIn order to provide Ms [redacted] with a truly Un-Carrier experience, and due to her extensive tenure, T-Mobile has agreed to waive the outstanding balance in fullIn addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this accountPlease note that it may take up to days for the credit report to be updatedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 30, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms [redacted] via email, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms [redacted] ’s concerns within this letterPlease note that the email sent to Ms [redacted] provided the below contact information T-Mobile regrets any further concerns Ms [redacted] has experienced regarding our previous response dated March 24, 2017, regarding her account concernsAs stated in our aforementioned response, T-Mobile records confirm that, on February 3, 2017, a payment in the amount of $posted to Ms [redacted] ’s accountHowever, as this payment did not bring the account to a current status, on February 4, 2017, Ms [redacted] ’s account was suspended for non-paymentAnytime an account carries a past due balance, it may be subject to suspension and or cancellation On February 14, a billing statement generated reflecting a past due balance of $and new charges in the amount of $for a total balance due of $Due to continued non-payment, on March 2, 2017, Ms [redacted] ’s account was cancelled for non-payment Records confirm that, on March 3, 2017, a payment in the amount of $posted to Ms [redacted] ’s account at which time her balance was reduced to $which was due on March 7, It is important to note that on page one of Ms [redacted] ’s billing statement dated March 15, 2017, the above-referenced payment and outstanding balance are reflectedAdditionally, on March 3, as payment was received, Ms [redacted] ’s service was restored from cancelationT-Mobile has confirmed that Ms [redacted] has no other T-Mobile accounts According to our records, on March 17, 2017, T-Mobile sent Ms [redacted] an SMS text message to the line ending in advising her of her outstanding balance of $which was due immediately and payment was needed to prevent further service interruptionPlease be advised that T-Mobile did not received further payments toward the account balance In an effort to resolve the matter, on March 23, 2017, T-Mobile applied a credit to Ms [redacted] ’s account in the amount of $to update her past due balance and bring her account to a current statusAs such the balance was updated to a balance due of $which consists of monthly access charges, monthly Equipment Installment Plan charges, monthly JUMP! On Demand lease installments, applicable taxes, and fees for the billing statement dated March 15, 2017, and is due on April 7, It is T-Mobile’s position that this balance is valid and owedMs [redacted] can contact our Customer Care department at 1-800-937-to make arrangement for payment or may remit payment to the address listed on her billing statement 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 Brandon M [redacted] Executive Response

June 29, 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 June 15, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that [redacted] has been designated as an authorized user of the accountWe are pleased to advise that Mr [redacted] ’s concerns have been resolved to his satisfaction We regret any billing concerns Mr [redacted] has experiencedT-Mobile records confirm that as of December 4, 2016, Mr [redacted] is subscribed to the T-Mobile ONE rate plan, which provides unlimited talk, text, and data, for $per month plus applicable taxesPlease note that all additional lines added after the first two are $each per monthAdditionally, Mr [redacted] subscribes to the premium handset protection feature for $per month on his lines ending in [redacted] and *** Our records reflect that Mr [redacted] activated his service on December 4, and attempted to take advantage of the following promotions: • Carrier Freedom; and • Magenta Pooffer As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not To begin with, our records reflect that Mr [redacted] met all of the requirements for Magenta Pooffer and received a total reimbursement of $800.00, which is an equivalent of $per line ported in to T-MobileWith respect to the Carrier Freedom offer, Mr [redacted] did not meet the requirementsThe Magenta Pooffer was not compatible with the Carrier Freedom offer However, in an effort to amicably resolve Mr [redacted] concerns, on June 27, 2017, T-Mobile has issued a reimbursement of $as a onetime courtesyThis reimbursement is to honor Carrier Freedom, less the Magenta Poreimbursement of $which was provided on February 3, It is important to note that this reimbursement will be deposited to Mr [redacted] ’s checking account within three business daysT-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 Sharon B [redacted] Executive Response

March 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No***-***- [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 25, 2016, regarding the above-referenced prepaid numberWe are glad to report that upon speaking with Mr [redacted] he confirmed that his concerns have been resolved to his satisfactionWe are sorry to lose Mr [redacted] as a customer and we regret any concerns he had with his prepaid account balance statusMr [redacted] activated his prepaid account on January 11, 2014, with mobile internet line ending in [redacted] and selected T-Mobile’s Web Connect rate plan which provides an affordable service for customers for low or occasional use and is intended for occasional on-tdata connectionsFurther review confirms that Mr [redacted] account was receiving the benefit of T-Mobile’s Free Data for Life promoThe Free Data for Life promo provides Mr [redacted] with MB of capped high-speed data which automatically renews every days as long as he remains eligibleIn the event customers require more data, they also have the option to purchase data passesOn January 19, 2014, Mr [redacted] purchased a $data passT-Mobile records confirm that Mr [redacted] prepaid account currently reflects a balance in the amount of $15.00, for the remaining balance for his data pass purchaseWhile we do regret any concerns, it is important to note that prepaid service is non-refundable and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or couponsNevertheless, in an effort to amicably resolve this matter, on March 2, 2016, T-Mobile canceled Mr [redacted] mobile internet line ending in [redacted] and processed a refund in the amount of $for the outstanding account balanceThe refund will be delivered in the form of a prepaid card and pursuant to Mr [redacted] request the refund will be mailed to the address Mr [redacted] provided in his correspondence to your officeIt is important to note that it may take seven to ten business days for the prepaid refund card to be deliveredMr [redacted] accepted T-Mobile’s offer as full 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, INCTaylor B [redacted] Executive Response

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, WA Re: [redacted] *** Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated February 9, 2018, regarding the above-referenced account T-Mobile sincerely regrets any inconvenience that Mr [redacted] has experienced regarding the September iPhone TraOffer T-Mobile records indicate that from September 9, 2016, through September 25, 2016, qualified customers who tradan Apple handset could receive an iPhone for free through monthly promotional bill credits when purchased on the Equipment Installment Plan (“EIP”) program and enrolled in the T-Mobile ONE rate planT-Mobile records indicate that on September 9, 2016, Mr [redacted] purchase of an Apple iPhone Plus 32GB Silver handset utilizing EIP Mr [redacted] was not asked to remit a down payment and agreed to a series of 24-monthly installments in the amount of $ At the time of the order placement, Mr [redacted] tradan Apple iPhone 6S handset but the account was not enrolled into the T-Mobile ONE rate plan at the time of purchase to qualify for the offerT-Mobile records further indicate that on September 15, 2016, Mr [redacted] agreed to a Change of Responsibility (“COR”) for the mobile numbers ending in 6367, 1868, 0917, and to a business account enrolled in the T-Mobile ONE rate plan, successfully cancelling the personal account so that he may be qualified to receive the offer on the business account A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account Upon requesting a COR, Mr [redacted] was advised that he would be financially responsible for the account and all equipment until the transfer is completed.T-Mobile investigated this matter and found that the COR for Mr***’s mobile numbers ending in 6367, 1868, 0917, and was processed on September 15, However, the EIP for the mobile number ending in for the Apple iPhone Plus 32GB Silver was not transferred to the new account to receive the offer As such, the EIP accelerated on Mr***’s personal account in the amount of $769.99, resulting in a revised final credit balance of $1, It is important to note that the outstanding credit balance on Mr***’s personal account was a result of overpayment of monthly access charges and equipment Further, Mr [redacted] has continued to receive tax adjustments for the account totaling $5.82, resulting in a current outstanding credit balance of $1,648.93.Nevertheless, as a gesture of goodwill, T-Mobile contacted Mr [redacted] on February 10, 2018, to offer a refund of the promotional value of the September iPhone TraOffer in the amount of $ Additionally, T-Mobile agreed to refund the outstanding overpayment in the amount of 1,648.93, resulting in a total refund in the amount of $2, Upon speaking with Mr***, he has accepted this offer as a resolution for his concernsBased 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 844-213-ext [redacted] .Very truly yours,T-MOBILE USA, INC.Jhayd G*** Executive Response

September 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 September 9, 2016, regarding the above-referenced accountT-Mobile regrets any concerns experienced by Ms [redacted] her efforts to activate service with T-MobileOur records indicate at the time of activation, Ms [redacted] was required to remit a payment in the amount of $which represented the cost of her System Identifying Module (“SIM”) starter kits for her two lines of service and the taxes associated with her two Samsung Onhandsets that she purchased with our Equipment Installment PlanOur records indicate that Ms [redacted] has elected to return her two Samsung Onhandsets via the prepaid UPS return labelAlthough T-Mobile has not had the opportunity to process Ms [redacted] ’s returned equipment, which can normally take up to ten business days, T-Mobile has agreed to send her a refund of $via a prepaid MasterCard gift cardMs [redacted] has accepted our offer of resolution and understood that it can take up to ten business days to receive her refund at the address she provided to your officeAdditionally, T-Mobile has agreed to credit Ms [redacted] ’s account for the prorated service from her activation date to the date of cancelation on September 5, As such, a credit of $was applied to Ms [redacted] ’s account which now reflects a zero balanceT-Mobile has also scheduled a follow up on September 30, 2016, to ensure no additional charges are added to Ms [redacted] ’s final billShould additional charges be applied, T-Mobile will remove the charges to ensure Ms [redacted] ’s account remains closed with a zero balanceBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCMartin G [redacted] Executive Response

August 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated August 16, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced during her recent visit to a T-Mobile store and we appreciate the opportunity to review and address her concernsPlease 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 retail locationT-Mobile records indicate that on June 25, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a iPhone SE handset for the mobile number ending in ***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 installmentsAt the time of Ms***’s purchase, she was not required to make a down payment; however, she agreed to a series of monthly installments in the amount of $Additionally, the optional Premium Handset Protection (“PHP”) feature was added to the mobile number ending in ***On August 15, 2016, Ms [redacted] contacted T-Mobile and pursuant to her request the PHP feature was removedMs***’s account was issued a one-time credit in the amount of $for the PHP feature from June 25, 2016, through July 24, 2016, and she was advised that that once the prorated charge for PHP feature from July 25, 2016, through August 15, has posted to her account T-Mobile would also adjust that amountOn August 17, 12016, T-Mobile advised Ms [redacted] of the above and that we appreciate her bringing this to our attention so we may improve on our customer experienceMs [redacted] had no additional concernsT-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, INCRobert R [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Tmobile has satisfied my account and has taken steps to correct an error on their partI never received a bill for the services outlined and have been a customer since and still am as of today, May 24, with the phone number noted as having the outstanding balance still on my current account which is in good standing The Tmobile representative, Oscar, who called me to clear this matter after so many before him were unable to do so, was very helpful and happy to help meI appreciate his prompt response and eagerness to both hear my complaint and work with me to resolve the issueSincerely, [redacted] ***

August 9, 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 31, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made attempts to contact Ms [redacted] at the number and e-mail address provided in her correspondence, which have proven unsuccessful T-Mobile regrets any continued billing concerns Ms [redacted] has experiencedUpon our review of Ms***’s correspondence to your office, we T-Mobile is unable to determine any additional concerns Ms [redacted] may haveAs such, T-Mobile is unable to move forward in our investigation without speaking with Ms***T-Mobile would like the opportunity to resolve this matter amicably with Ms***; therefore, we ask that she contact me at the number below to provide additional information that will allow us to further investigate this matterT-Mobile regrets any inconvenience to Ms [redacted] and we appreciate the opportunity to address her additional concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ronnie A [redacted] Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:MrB [redacted] 's statement that I agreed to make payments of $is a blatant lie and further offends me I was told in the store it would be freeI became aware of it not being free after receiving a text on December The text message clearly contradicts MrB [redacted] 's statement that I agreed to pay $"Your line [redacted] is no longer eligible for a monthly bill credit device promotion Apple Black Friday OfferMonthly promotion credits will no longer be applicableVisit http://bit.l/1qSYDoV for more information.From that point until March refused to do anythingI dedicated countless hours and energy to this issue because of misrepresentationsAgain this is not the first issue with a purchase through T-Mobile not being honored with a promotionMrJuan B [redacted] contacted me today and left a voicemail at 12:I returned his call at 12:which he did not answered and I left a voicemailHe did not try and return the phone call.I am very frustrated by this situation and either want original phone back or the iPhone unlocked because I refuse to keep my business with T-MobileI can't deal with a company that in my perspective fraudulent misrepresenting things to attempt to extort money from meAlso there have been more then a few errors on my billI feel that if my company tried to pull something like this someone would be going to jail for fraudI cannot afford to waste anymore time with an unprofessional company such as T-Mobile has shown themselves to be but I again either need my original unlocked phone back or the iPhone unlocked Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am happy with the resolution, except one thing left about the CREDIT of one phone (buy one get one free), waiting for a credit of $please let me know when we are suppose to get the credit of 2nd phone set Thank youSincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlthough saying I'm sorry is amiable and accepted it doesn't fix a thingIt doesn't take a genius to know the whole idea of a group plan is a comprehensive service at a reduced costUnfortunately with that comes different personalities in regards to paying their portion of the billTo penalize an individual who pays makes, poor business senseThe fact that in an attempt to resolve the matter, you made a commitment, which cascaded into a version of "Abbot and Costello's Who's on first" with no resolution, clearly shows Tmobiles inabilities at a corporate levelIn addition dodging my phone calls for an update was pretty insultingI've been in corporate communications my entire adult life as a field tech "gee what a surprise"Tmobile's ability in representing the "Office of the President" is lacking in basic customer relations skillsHopefully there will never be a next time, but if so try picking up the phoneTalking to a customer directly as in "hey we screwed up, then we screwed up again, goes a long way, it shows class in customer serviceInstead of dodging my calls, feeding me voicemail, and to even close the matter you sent me a voicemail message via the Tmobile network rather than talkto me directlyIs that how the Tmobile "Office of the President" wants to be represented?As of today September 2015, I consider this matter closedSincerely, [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 meBut please note for your record: T- Mobile did in fact, contact me and I did NOT refuse to discuss the matter I am aways quite open to discuss matters such as these on an adult level The gentleman that called made it a point several times from the beginning that all he wanted to do was read me his script His exact words I simply told him that I was not interested in his script and told him he should contact the Revdex.com in reference to this matter He had no intrest in discussing the matter at all and endd the phone call when I made it clear that I was recording it Thank you Revdex.com for your help It is a sad day that we let these thieves do business in our great country.Sincerely, [redacted] US Navy (Retired)Combat Disabled Veteran

July 5, 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 June 21, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] experienced regarding her buyer’s remorse return and appreciates the opportunity to respond to her concerns T-Mobile records reflect that on June 8, 2015, Ms [redacted] activated two mobile numbers ending in [redacted] and *** T-Mobile records indicate that on June 8, 2015, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone Plus 16GB handsets 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 monthly installments T-Mobile provides a return period days to all customers allowing them to use the service to see if it meets their needs If Ms [redacted] found that the service was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation Ms [redacted] would also have been able to return her device for a refund, less any restocking fee A review of Ms [redacted] account verifies that she requested cancellation of her service on June 16, 2015, and returned the two handsets to the original point of sale Ms [redacted] received a bill on July 9, 2015, that reflected a total balance of $consisting of access charges plus applicable taxes from June 8, through June 16, Ms [redacted] had not remitted payment for the partial usage on the account and the account was referred to an outside collection agency on November 4, Although the account has been sold to an outside collection agency, T-Mobile has requested that they return the account to T-Mobile T-Mobile credited the balance in full and is closed with a zero balance T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt Please note that it may take up to days for Ms [redacted] ’ credit report to reflect the change 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 T-Mobile regrets any inconvenience to Ms [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attention Should you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Andrew S [redacted] Executive Response