T-Mobile USA

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 Thanks to the Revdex.com for aiding with my request for assistance Thanks to MsMercedes [redacted] and MsKayla J***, both of T-mobile for assisting me with my complaintAlthough late fees charged since March to date, will remain on my account, I accept that T-mobile will waive the $restoration fee, and the previous $restoration fee charged in July for a previous billing cycle.I appreciate the detailed information MsJ [redacted] has provided in her correspondence of September 14, 2016, about my account and the billing cycles as I make my decisionThis clarified for me which months I owe and what is pendingI will pay at a retail store the $today, Monday, September 19, I do not have access to an active bank or credit card account because of my financial hardship, so I would still like to discuss how the company's policy of requiring a draft from a bank or credit card for outstanding payments has been extremely prohibitive and discriminatory.John [redacted] the CEO of T-mobile, runs marathons to find a cure for cancer on behalf of the Dana Farber Cancer InstituteOur family is disappointed that his company's actions do not reflect his charitable stance and commitment to cancer victimsI gave up my job, my life, to take care of my mother who was diagnosed with cancer in February That is why my account fell behind as I have been unemployed, and since February, I never received any financial assistance, in the form of unemployment insurance or any kind of assistance from a government social programMoreover, I am in the middle of a job search so that I may be able to pay my financial obligations, but my telephone service was cut on Sunday, September 11, My elderly mother has given me her social security money to pay for the current balance of $59, as I desperately need my phone to stay in touch with her and to hear from potential employersWe are devastated that I have had days lost and possibly missed opportunities because of this cancellationI have never had my telephone service completely cut in my entire life, and especially as a T-mobile customerI do not want to cancel my service and cease doing business with T-mobile, but recent actions against my account have undermined my confidence in our relationship.On Monday, September 12, I left a voice-mail message with MsMercedes [redacted] ***, that I wanted to find out that in the event of my death, if the debt will be passed on to my loved onesMy family has experienced an enormous amount of stress and challenges this year and I didn't want my outstanding balance with T-mobile to become another burdenI have asked MsKayla J [redacted] to follow up with me about this question, the company policy that has prohibited me from submitting payments for an outstanding balance without a draft from a bank account or credit card, and the final bill amount for the upcoming bill cycle that just ended on September 13, I look forward to having my service restored and to continue talking with MsKayla J [redacted] about my account.Thank you for your time, consideration, and attention.Sincerely, [redacted]

Tell us why here January 10, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of a correspondence dated December 28, 2017, from Mr [redacted] regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that the business has designated Mr [redacted] as an authorized user of the accountT-Mobile has made attempts to contact Mr [redacted] , which has proven unsuccessfulAs such, T-Mobile will make every effort to address Mr [redacted] ’s concerns within this letter T-Mobile regrets any concern Mr [redacted] experienced regarding the return of his handsetOur records confirm that on March 25, 2017, Mr [redacted] signed and agreed to an Equipment Instalment Plan (“EIP”) on the line ending in [redacted] for an LG Ghandset with a down payment of $and 24-monthly installments of $ Please be advised that on March 29, 2017, Mr [redacted] spoke with T-Mobile’s Executive Response Team regarding replacing an LG Vhandset that he had concerns withAt that time, Mr [redacted] was offered to return his handset in exchange for a $down payment waiver towards the EIP purchase of an LG VhandsetOur records confirm that Mr [redacted] agreed to the terms It is important to note that Mr [redacted] was sent a replacement LG Ghandset on EIP for the line ending in ***, and Mr [redacted] opted to return the original LG Gand LG Vhandsets in exchange for Samsung Galaxy S8+ handsetsIt was agreed that upon receipt of the LG handsets being returned to the corporate offices, the EIP for each returned handset would be waived On April 19, 2017, T-Mobile’s received an LG Vhandset and an LG Ghandset from Mr [redacted] As such, on April 21, 2017, the EIPs associated with the handsets were waived as agreedAdditionally, on May 15, 2017, T-Mobile’s corporate offices received a package including the second LG Gas well as the LG VhandsetsRegretfully, due to an inadvertent administrative error, the EIPs associated with the remaining two LG handsets were not closedAs such, Mr [redacted] was charged $per month for the LG G6, and $for the LG Vbetween June 2017, and December Our records confirm that the total Mr [redacted] was charged after the handsets were returned was $for the LG Ghandset and $for the LG VIn an effort to resolve Mr [redacted] ’s concerns, T-Mobile has closed both EIPs as well has applied a credit of $for the previously assessed EIP charges to Mr [redacted] ’s account revising his current balance to a credit of $T-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted]

Complaint: [redacted] Date Sent: 4/1/12:39:PMComplaint: [redacted] I am rejecting this response because:I received the refund check for all of the money I had overplayed each month to avoid loosing my service since I opened up my account with T-Mobile almost a year agoAs well as the dollars I payed that I was told was down payment for my phoneThen I realized the whole point was to get zero downWhen I got this very recent call I was told I haven't made a payment in months and I have back fees and charges for bils in the past I have already dealt with and was told were waived due to the inconvienence I have Ben thru for the last months dealing with this getting hung up on and promised call backs that never were receivedNow both my devices are acting up since my service was shutdown and one of them is unlocked and paid offT-Mobile has Ben ridiculiously rude and completely unreliableEvery month my bill is never correct and after getting a different answer from every single person thru T-Mobile I just decided to let the Revdex.com handle it for meSincerely, [redacted]

July 24, 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 11, 2017, regarding the above-referenced accountPlease note that upon speaking with Mr [redacted] T-Mobile was able to determine that Mr [redacted] and Mr [redacted] are one in the same personIf Mr [redacted] would like to correct the name on his account, he may take his I.Dto a T-Mobile retail store to update the account T-Mobile regrets any inconvenience that this matter may have caused Mr [redacted] and appreciates the opportunity to respond to his concernsT-Mobile records confirm that on September 30, 2016, the Business Family Discount (“BFD”) was put in effect on the account, and remains an active discount associated with the accountT-Mobile began offering the BFD promotionThis phenomenal promotion provides customers who have a T-Mobile line paid for by their company or organization (Government or State entity), up to a $on individual or $discount off their family voice plan on a separate personal consumer accountCustomers must complete a registration process online via the website at www.t-mobile.com/bizfamdisc to receive the discount by linking one number on their business account to a number on their personal account; both accounts must be current and in good standingOnce enrolled, the discount will begin with the customers next billing cycleIt is important to note that customers are required to re-enroll every year and are sent a notification at days with a unique re-verification link included in the notification On May 27, 2017, Mr [redacted] activated two new lines of service, taking advantage of the Add a Lines for the Price of One promotionBetween May 25, and June 27, 2017, T-Mobile offered the Add a Lines for the Price of One to new or existing customers like Mr [redacted] To be eligible for the free line of service, which are offered through monthly bill credits, Mr [redacted] is required to maintain his T-Mobile ONEThe free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per accountThe two newly activated lines ending in [redacted] and [redacted] will each receive a credit of $each month while active in association with the account On May 27, 2017, Mr [redacted] ’s price plan was changed to the T-Mobile One Tax Included rate plan for $per month for lines of serviceAdditionally, there is also one Mobile Internet (“MI”) active with a cost of $per monthPlease note that the T-Mobile One Tax Included rate plan is eligible for a $AutoPay discount per line of serviceAdditionally, Mr [redacted] ’s MI line is eligible for a $monthly hybrid discount while active on the same account with active voice lines As indicated above, Mr [redacted] is actively enrolled in several account discounts: he is receiving a total of $in AutoPay credits, a $monthly discount for BFD, $for the hybrid discount on his MI line, and a total of $for the Add a Lines for the Price of OneAfter a review of Mr [redacted] ’s account T-Mobile found that due to an inadvertent error he was advised that he would no longer receive the monthly EIP discount for his two Apple iPhonesPlease note that on July 13, 2017, T-Mobile confirmed Mr [redacted] would continue to receive the monthly EIP discount for his two Apple iPhones in the amount of $per month Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 844-213-ext [redacted] Very truly yours, T-MOBILE USA, INC Melyssa G [redacted] Executive Response

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

January 31, 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 29, 2017, regarding the above-referenced accountT-Mobile regrets Mr [redacted] ’s concerns regarding the billing cancellation and of his accountOur records confirm that on December 18, 2016, Mr [redacted] contacted T-Mobile Customer Care and requested to cancel his accountAs Mr [redacted] mentions in his letter to your office, his billing cycle ran from the 15th of one month to the 14th 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, Mr [redacted] was billed through January 14, Regretfully, due to an inadvertent error, Mr [redacted] ’s account remained active until January 28, upon notice that his account did not cancel as requestedAt that time, T-Mobile ensured that the account was canceled and issues credits totaling $which were equal to monthly access charges from January 15, 2017, to February 14, Based on the above, the remaining charges of $for service charges between December 15, and January 14, remained valid and owedHowever, as a courtesy to Mr [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $As such, Mr [redacted] ’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

August 18, 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 August 5, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] has experienced and we appreciate the opportunity to address her concernsT-Mobile offers qualifying postpaid customers the ability to finance equipment with our Equipment Installment Plan (“EIP”) program which provides the opportunity of making device payments over a month periodIt is important to note that taxes, shipping, $upgrade fee, and any required down payment must be paid at the time of purchaseOnce the order is placed an email is sent to our customers explaining the terms and conditions and financing terms containing an E-Signature which is required to be signed in agreement after the information is reviewed by our customersOnce T-Mobile receives the signed document the order is processed and shippedIt is important to note that customers who are subscribed to our JUMP program are provided the Premium Device Protection (“PDP”) bundle and are provided the ability to trade in devices in EIP for full credit of their remaining balances T-Mobile records indicate that on August 3, 2017, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy JPrime deviceAccordingly, Ms [redacted] agreed to a series of monthly installments in the amount of $It is important to note that this order did not include an Apple iPhone Records indicate that in order to purchase an Apple iPhone 32GB device, a down payment of $was required plus taxes, shipping, and the $upgrade feeT-Mobile regrets any confusion regarding our EIP program and the required payments at the time of purchase In a conversation with Ms [redacted] on August 10, 2017, T-Mobile explained the above information and per her request assisted her in placing a new order for an Apple iPhone 32GB deviceSince Ms [redacted] confirmed she would be taking advantage of a JUMP upgrade, the $upgrade support fee was waivedT-Mobile agreed to issue a $courtesy credit to compensate for the shipping charge and any inconveniencePlease note that this credit lowered the account balance to $ Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate informationWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s contact with our Customer Care 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 Thania R [redacted] Executive Response

April 7, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account T-Mobile regrets any concerns to Mr [redacted] with regards to our Lines on Us promotionOur records indicate that on March 1, 2017, Mr [redacted] was approved the above promotion for his phone lines ending in [redacted] and [redacted] and as such moving forward he will continue to receive monthly billing credits in the amount of $for each of the above linesIt is important to note that the billing credits may take up to three billing cycles from the above-mentioned date On March 14, 2017, T-Mobile spoke with Mr [redacted] and explained the above informationIn addition T-Mobile advised him that we will follow up on his billing statement with the due date of April 20, 2017, to ensure that the proper billing credits are being applied On March 28, 2017, T-Mobile issued a billing statement with the due date April 20, 2017, in the amount of $which includes monthly access charges taxes and fees from February 28, 2017, to March 27, It is important to note that this billing statement did not include the Lines on Us promotional credits but as indicated in the previous paragraphs, a follow up has been set for the due date to ensure they are applied manually as they will take up to billing cyclesAs of the date of this letter, T-Mobile has applied a credit in the amount of $20.00, resulting in a revised balance of $ 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 Cesar 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. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This promised resolution from T-Mobile has not happened yet as of this response. While I am satisfied with the plan to resolve my complaint I will not accept the response from T-Mobile until the promised actions have taken place to resolve this issue. I have been made numerous promises along the way by many people through this very terrible and horrible ordeal. Right now I have no little to no confidence in the proposed solution UNTIL it actually takes place.Also there was another part of the resolution that was promised to me which was left out of the response from T-Mobil. The payment plan on the LG Aristo Phone and corresponding phone case are to be zeroed out due to the grave miscommunication error during the original transaction in the store. That additional part of the proposed solution was promised to me by the Office of the President.Once ALL aspects of the proposed solution take place then I will be happy to accept this response. Sincerely, [redacted]

October 18, 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 October 13, 2016, regarding the above-referenced account. T-Mobile regrets any confusion to Ms. [redacted] at the time of activation and her recent handset upgrade. T-Mobile records indicate Ms. [redacted] activated service with T-Mobile on April 9, 2016. At the time of activation, Ms. [redacted] initiated an Equipment Installment Plan for an Apple iPhone 6 plus 16 gigabyte (“GB”). T-Mobile regrets if this equipment was not Ms. [redacted] ’s desired handset at the time of activation, however please note that the memory variant is listed on each Apple iPhone box and is listed on her Equipment Installment Plan documents which were given to her when she purchased her handset at a retail store. T-Mobile records further indicate on October 8, 2016, Ms. [redacted] completed a handset order for a new Apple iPhone 6 Plus 64GB handset. Furthermore, Ms. [redacted] ’s new handset order included a trade-in of her Apple iPhone 6 Plus 16 GB handset with a trade-in credit of $189.00. Please note, as Ms. [redacted] ’s Equipment Installment Plan balance for her Apple iPhone 6 Plus 16 GB was more than the trade-in value, she would be responsible for the remaining installment plan balance as she does not subscribe to our JUMP! feature. However in an effort to amicably resolve this matter, T-Mobile has agreed to remove the remaining installment plan balance for her Apple iPhone 6 Plus 16 GB. Once T-Mobile has successfully scanned Ms. [redacted] ’s returned Apple iPhone 6 Plus 16 GB into our trade-in center, T-Mobile will agree to remove the installment plan balance in full. As such, Ms. [redacted] will be responsible for the Apple iPhone 6 Plus 64 GB handset only. T-Mobile contacted Ms. [redacted] on October 17, 2016 and apprised her of our proposed resolution which she accepted. Ms. [redacted] understood that T-Mobile has created a follow up for October 25, 2016 to review if her handset has been received at our trade-in center. 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

May 1, 2017 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] - [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile... USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] - [redacted] , which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] - [redacted] experienced regarding her change of ownership request. On October 1, 2015, a Change of Responsibility (“COR”) was completed in which Ms. [redacted] - [redacted] ’s lines of service ending in [redacted] and [redacted] were transferred from an existing T-Mobile account to the account number referenced above listed under [redacted] - [redacted] ’s name. T-Mobile records confirm Ms. [redacted] - [redacted] ’s account subscribes to the Simple Choice North America Unlimited Talk, Text, and 10GB data rate plan for $100.00 per month for two lines of service, which is the same as the rate plan on the previous account. However, due to an inadvertent error, the JUMP! feature which includes equipment protection insurance was not added to the new account. T-Mobile regrets any inconvenience to Ms. [redacted] - [redacted] on this matter. On March 28, 2016, the JUMP! feature was added to the two lines of service and is currently billed at $12.00 each per month. Please note, when a COR is completed, the new account owner has the option of transferring Equipment Installment Plan (“EIP”) agreements from the previous account to the new account. Regrettably, this process was not completed when Ms. [redacted] - [redacted] ’s account was created. As outlined in her correspondence to your office, Ms. [redacted] - [redacted] worked with T-Mobile’s corporate office on March 28, 2016. At that time, T-Mobile offered to create 11 monthly installment charges of $33.00 per month on Ms. [redacted] - [redacted] ’s new account for the Samsung Galaxy Note 4 device and end the monthly EIP charges on the previous account as we were unable to transfer the EIP. Additionally, Ms. [redacted] - [redacted] was offered the return of her Samsung Galaxy Note 4 device and upon receipt; any remaining $33.00 installments would be waived. On April 3, 2017, our corporate office further reviewed Ms. [redacted] - [redacted] ’s account and confirmed the $33.00 monthly charges ended in February 2017 and T-Mobile did not receive the Samsung Galaxy Note 4 device as a return for credit. T-Mobile advised Ms. [redacted] - [redacted] that there were no remaining monthly charges for the Samsung Galaxy Note 4 device and that she has the option of trading in the device for possible credit towards the purchase of a new device. As outlined above, T-Mobile records confirm the rate plan has remained the same since the activation of Ms. [redacted] - [redacted] ’s account and the JUMP! feature has been added as of March 28, 2016. T-Mobile regrets any inconvenience to Ms. [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 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. Jennifer G [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: The inquiries have not been removed from my credit reportOnce this is done I will accept the resolution Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] I understand my time frame to return the iphone is already over but my point was the wrong information that the salesmen promised to me (which were lies) and the bad information customer service provide to me all three times that I contacted themTherefore you could prove the calls happened on which T-Mobile recordsFinally, I want this resolve for T-Mobile salesmen to stop making promises that cant be completed, also accurate customer service information In addition, at this moment I have decided too not return any phonesI will complete my contract agreement and when done with the contract I have my mind set too not continue with T-Mobile in the future Sincerely [redacted] ***

Complaint: [redacted] I am rejecting this response because:More lies from this terrible companyNot counting the day the refund was processed, it has been over business days, plus a weekendI am in shock that your company has deceit so engrained into its culture that even in response to the Revdex.com you can’t fulfill your promisesOriginally, simply returning my money as promised would have been sufficient to resolve this issueHowever, moving forward I will be needing assurances and proof that your company is working to solve the culture of dishonesty and taking advantage of the customer to accept this complaint as resolvedI can not believe your company is this manipulative, but here we are Sincerely, [redacted]

April 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 April 13, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms [redacted] and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any continued frustration Ms [redacted] has with her above accountT-Mobile records confirm that on October 27, 2014, we applied credits totaling $to Ms [redacted] closed account to bring her outstanding balance to $Further records confirm that on November 10, 2014, Ms [redacted] contacted the third party agency handling her account, I.CSystem, Inc., and remitted payment in the amount of $50.41, which reduced her balance to $Ms [redacted] advised that this payment was supposed to settle her account balance in fullUnfortunately, I.CSystem, Inc., did not report to T-Mobile that the account had been settled in fullAs such, on January 18, 2015, Ms [redacted] account was referred to another agency, Allied Interstate and finally on October 23, 2015, her account was referred to Credence Resource Management for collection purposesIn an effort to amicably resolve this issue, we have applied a credit of $to Ms [redacted] accountTherefore, Ms [redacted] account will be removed from collections and the remaining balance of $27.15, which consists of the remaining collection fee will be waived within hoursAs such, Ms [redacted] account will remain closed with a zero balance and any negative information reported to her credit file should be removed within daysBased 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, INCBrian W [redacted] Executive Response

June 26, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced accountPlease be advised that after several attempts via phone and email, we have been unsuccessful in gaining contact with Mr [redacted] As such, we will make every effort attempt to address and resolve Ms [redacted] ’ concerns within this letter T-Mobile regrets any inconvenience Mr [redacted] has experienced with the billing on his T-Mobile account and we appreciate the opportunity to address his concernsT-Mobile records confirm that Mr [redacted] billing cycle runs from the 29th of the month to the 28th of the following month, with payment due on the 21st of the following monthPursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due dateCustomers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip A review of the account confirms that Mr [redacted] payment due on May 21, 2017, was not received on timeHowever, T-Mobile’s records indicate that Mr [redacted] had a payment arrangement on his account to pay $on June 9, On June 9, 2017, T-Mobile attempted to withdraw Mr [redacted] payment of $and the payment was declined from his financial institution for insufficient fundsTherefore, T-Mobile suspended the account’s ability to place outbound calls As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessedTherefore, when Mr [redacted] made a payment on June 12, 2017, the account was reactivated, the account was assessed a $restore from suspension fee per line of service T-Mobile records confirm that on the May billing statement, Mr [redacted] was assessed a late fee in the amount of $because payment for the previous billing cycle was not received by the due dateIt is T-Mobile’s position that the late fee assessed to Mr [redacted] account is valid and owedHowever, on June 13, 2017, Mr [redacted] was provided a courtesy credit of $137.60, which was for the late fee and reconnection fees leaving a revised balance of $ Please be assured that T-Mobile takes allegations of employee misconduct very seriouslyWe make every effort to be professional and courteous to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’ recent calls to our Customer Care Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Nicole C [redacted] Executive Response

December 8, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon, & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [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 c***pondence dated November 30, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the accountPlease be advised that T-Mobile has successfully resolved Ms [redacted] ’s concern to her satisfaction T-Mobile regrets any concern Ms [redacted] experienced in regards to the automatic debited payment for the accountT-Mobile records confirm that on September 30, 2013, Mr [redacted] enrolled his 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 Please be advised that on July 20, 2017, Mr [redacted] leased a LG Ghandset on T-Mobile’s JUMP! on Demand (“JOD”) lease optionAt the time of lease, he agreed to monthly lease payments of $and a purchase option price of $plus applicable sales tax at the end of the lease T-Mobile records confirm that on October 14, 2017, Mr [redacted] processed a Change of Responsibility (“COR”) for his mobile number ending in from account to Ms [redacted] ’s T-Mobile account ending in It is important to note that JOD leases are not eligible for COR transfers and cannot be moved to the next account like the mobile numbersUpon the COR being completed Mr***’ account was closed as it no longer had any active mobile lines of service subscribed to it and as such the JOD lease plan was closed and the remaining lease balance and purchase option price balance was accelerated to the final billing statement On October 29, 2017, the final billing statement generated reflecting a final balance of $for the remaining lease and purchase option price and onetime charges for Directly Assistance calls with an AutoPay due date of November 18, 2017, and was debited as such In an effort to amicably resolve this matter, on December 1, 2017, T-Mobile issued a refund in the amount of $back to Mr [redacted] and Ms [redacted] ’s checking account which should be received within two to three business days of the date of this letterIn addition, T-Mobile applied a credit in the amount of $to Ms***’ account for the final lease balance and purchase option price balance leaving his account closed reflecting a zero balanceT-Mobile regrets any inconvenience to Ms [redacted] and Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Oscar T [redacted] Executive Response

September 15, 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 2, 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 It is important to note T-Mobile has worked with Ms [redacted] on past filings to your office and confirm [redacted] and [redacted] are one in the same T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms [redacted] continues to have concerns her service 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 Ms [redacted] ’ contact with our Customer Care department and our Executive Response Team T-Mobile first worked with Ms [redacted] regarding her coverage concerns in October T-Mobile has requested on multiple occasions for our engineers to review the locations Msprovided that she has coverage concerns Our engineers have confirmed our network is working as expected, but enhancements were planned that may assist with Ms [redacted] ’ concerns with an estimated completion date of June On June 28, 2017, Ms [redacted] indicated she will wait through the end of July to confirm if her coverage has improved That same day, T-Mobile offered Ms [redacted] further troubleshooting if she finds her coverage has not improved and asked that she contact me directly with further concerns Regrettably, on August 8, 2017, T-Mobile received an email from Ms [redacted] indicating she is going to change carriers and asked how she can port her lines to the new carrier T-Mobile provided the information Ms [redacted] requested regarding porting her lines to a new carrier and recommended she discuss the new carrier reimbursing her for final device costs that will bill to the final T-Mobile billing statement T-Mobile did not receive a response from Ms [redacted] after this information was provided Upon speaking with Ms [redacted] on September 6, 2017, she indicated the new carrier will pay for her devices but not the accessories she is paying for through T-Mobile’s Equipment Installment Plan (“EIP”) In an effort to resolve this matter, T-Mobile ended the EIP for Ms [redacted] ’ Logitech UE Megaboom speaker and her Samsung Tab E tablet saving her $in final accessory charges T-Mobile advised Ms [redacted] she can keep the speaker and tablet Additionally, T-Mobile unlocked Ms [redacted] ’ two Apple iPhone Plus devices so they can be used on another carrier Finally, T-Mobile advised Ms [redacted] we can assist with our Lifetime Coverage Guarantee offer Our Lifetime Coverage Guarantee offer allows Ms [redacted] to continue to pay the monthly installments on her two Apple iPhone Plus devices through T-Mobile T-Mobile requested Ms [redacted] contact me prior to porting her numbers to a new carrier as the Lifetime Coverage Guarantee option must be completed before she transfers her lines to a new carrier T-Mobile has not received further contact from Ms [redacted] regarding this offer and request that she contact me within days from the date of this letter should she wish to take advantage of this offer T-Mobile respectfully declines Ms [redacted] ’s request for six months of credit 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 Jennifer G [redacted] Executive Response

May 8, 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 April 25, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has confirmed that [redacted] and [redacted] are one and the sameT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfaction T-Mobile regrets any concerns Mr [redacted] has experienced regarding his recent equipment purchaseAccording to our records, on April 21, 2017, Mr [redacted] purchased two sets of Powerbeats headphones through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to monthly installments in the amount of $Please note that T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it met his needsIf the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase Based on T-Mobile’s investigation of Mr [redacted] ’ concerns we have confirmed that there was no promotional offer which provided free Powerbeats headphones However, in an effort to amicably resolve the matter and upon speaking to Mr [redacted] , on May 1, 2017, T-Mobile agreed to close the remaining EIP balance for the Powerbeats headphones used on the mobile number ending in ***Pursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’ contact with our retail locationT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response