T-Mobile USA

From: [redacted] gmail.com [mailto:solly[redacted] @gmail.com] On Behalf Of [redacted] Sent: Tuesday, August 23, 3:PMTo: Complaints Subject: Re: Your complaint has been received Greetings Resolutions, I filed this issue/complaint with you and I am still waiting on the confirmation of a resolution, however I managed to get in touch with T-Mobile Corporate Office A new development has occurred, a representative of corporate named Angel was assisting me and said she would be able to and will be cutting me a compensation check for the cancellation fee from [redacted] I have presented her with the bill and I am now waiting to hear backI will communicate with you that this is resolved or not by the end of the week Fingers crossed [redacted] [redacted]

Revdex.com: I spoke with Ms Sanchez today and will get the information that I faxed over to her via e-mail, as stated there was only one charge disputed any returned to me for 5/19, any of the other charges that were rejected by Master Card were never refunded back to my card provider nor they have contacted meWe are working to get this resolved Sincerely, [redacted]

September 6, 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 29, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms [redacted] experienced in regards to T-Mobile promotionsT-Mobile records indicate that on July 22, 2016, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Onhandset and an Alcatel One Touch Pop tabletAt the time of Ms [redacted] ’s purchase, she was not required to make a down paymentMs [redacted] then agreed to a series of monthly installments in the amount of $for the Samsung Galaxy Onhandset and $for the Alcatel One Touch Pop deviceIt is important to note that Ms [redacted] participated in the Summer Smartphone on Us offer and the July Tablet Mix OfferAs part of these offers, Ms [redacted] will receive monthly billing statement credits of $for the Samsung Galaxy Onhandset and $for the Alcatel One Touch Pop tablet, reducing the cost of the devices to zeroMs [redacted] is required to have one voice line of service in order to receive the credit for the Samsung Galaxy OnhandsetAdditionally, Ms [redacted] is required to have a Mobile Internet line of service active with a 2GB or higher rate plan in order to continue to receive the credit for the Alcatel One Touch Pop tabletShould Ms [redacted] ’s lines of service become cancelled, she would be responsible for the remaining EIP balancesT-Mobile records confirm that on August 9, 2016, we applied a credit of $for the Samsung Galaxy Onhandset, for the billing cycle charges from July 3, 2016, through September 2, On August 29, 2016, T-Mobile applied a credit of $for the Alcatel One Touch Pop device for the same billing statement dateOn August 31, 2016, T-Mobile applied additional credits of $and $for the billing cycle charges from August 3, 2016, through September 2, It is T-Mobile’s position that Ms [redacted] is receiving the promotional credits as specified in her EIP agreement and respectfully declines Ms [redacted] ’s request for a credit to her September 3, 2016, billing statementPlease note that by purchasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring the Limited Warranty period, Ms [redacted] is eligible to receive an advanced replacement of her 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 damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on August 23, Upon speaking with Ms [redacted] , she has indicated that she has continued to experience concerns with her handsetUnfortunately, Ms [redacted] has refused any troubleshooting steps in order to determine the cause of her handset issuesTherefore, T-Mobile is unable to determine the root cause of Ms [redacted] ’s handset issues and determine if an additional exchange of Ms [redacted] ’s handset is warrantedShould Ms [redacted] wish to complete the troubleshooting process, she may contact me at the number listed belowBased 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

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 However, I do object to the following:- No record of my calling to cancel my subscription in November --- while I wish I had made written account of the CS agent I spoke to, I did attempt to cancel it over the phone after discovering I could not do so online (so I just opted for the minimum possible for the interim).- I did not receive a bill from T-Mobile from November until April; therefore, I could not have disputed the charges within days as prescribed Had I actually been notified timely, we would not have arrived at this situation It also does not account for the fact they do have a record of my 2nd attempt to cancel the account in April and the CS agent either did not perform the cancellation correctly (resulting in the additional billing of $32.95) or they lied to me (unintentionally or not) when they said I did not owe any further money.I do appreciate the generosity of the reimbursement ($instead of the $owed), but the entire ordeal leaves a bad taste in my mouth -- and T-Mobile's written response further sours it The written response does not reflect the highly apologetic and courteous phone call I received to negotiate the settlement It's a shame they had to undo the good that Juan B [redacted] (Specialist, Executive Response) did in his call to meJuan B [redacted] Specialist, Executive ResponseJuan B [redacted] Specialist, Executive Response Sincerely, *** [redacted]

July 24, 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 12, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] has experienced regarding international calling chargesT-Mobile strives to provide the best experience to our customers while both in United States and while traveling abroadT-Mobile offers a variety of options to ensure our customers have a stress free experience when traveling this includes our Simple Global initiative which provides discounted calling and free unlimited text and data when visiting plus countriesT-Mobile also rates calls and texts to the United States when using at no charge T-Mobile records confirm that Mr [redacted] ’s July 2, 2017, billing statement included $in charges for international calls and text messagesThe billing statement further confirms the June 2, 2017, through July 3, 2017, billing cycle contains calls and text messages made from out of the country using services, these calls received the appropriate $rateThe billing statement also contains service charges for text messages and calls made while outside of the United States to international numbers and United States based numbers, however these calls were not made while connected to a network and received the standard world travelling rate for Nigeria of $a minute for phone calls and $per text message was applied In effort to amicably resolve this matter, T-Mobile agreed to apply a credit of $for the international chargesFollowing the adjustment Mr [redacted] ’s account reflects a 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 Jamen F [redacted] Executive Response

June 5, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA Re: *** *** Your File No [redacted] T-Mobile Prepaid Account No [redacted] To Whom It May Concern:T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 27, 2015, regardingthe above-referenced informal complaint filed by T-Mobile customer, [redacted] ***(“Mr***”) T-Mobile appreciates this opportunity to respond to Mr***’s complaint.Please know that representatives of T-Mobile, including our Senior Vice President ofCustomer Service, have made several attempts to contact Mr***, which haveproven unsuccessful As such, T-Mobile will make every effort to address Mr.***’s concerns within this letter.A review of Mr***’s Pay-In-Advance account indicates that Mr [redacted] activatedhis service on May 1, 2015, and canceled his service on May 31, 2015, when heported his number out to another service provider We are sorry that the performance ofT-Mobile’s data network has, at times, not lived up to Mr***’s expectations.While it is T-Mobile’s goal and commitment to provide the fastest data speedsin the wireless industry, there are times and places where network speeds canbe slowed significantly because network loading is high enough to exceed theavailable capacity In such circumstances, T-Mobile must take affirmative steps to manage the networkfor the best overall experience of the most customers T-Mobile wants customers to use and enjoy ourservices as much as possible, but successful management of our network requiresus to prioritize the data usage of customers when the demands for networkcapacity outstrip the available capacityT-Mobile’s records indicate that data usage on Mr***’s account was very high relativeto other customers In fact, Mr***’s account was among the highest data usage accounts on T-Mobile’snetwork, with GB of data used over a single active month of servicecompared to the much lower amount of data used by the average T-Mobile user In reviewing Mr***’s correspondence to your agency, he indicates that duringthe period of May 21, 2015, through May 27, 2015, he was unable to use his dataservices to his desired capacity Please know that T-Mobile has thoroughly investigated Mr***’s usage and determined that during the dates provided to your agency, Mr [redacted] used GB of data,or 48% of the total data consumed over the 31-day period that the account wasactive As a very heavy user of T-Mobile services, Mr***’s usagemay have been prioritized below that of other customers in order to facilitatea fair allocation of network resources among all customers when and wherenetwork loading was high enough to exceed the available capacityWhere thenetwork is lightly loaded, a very heavy user, such as Mr***,will likely notice little, if any, affect from this lower priorityHowever, attimes and places where the network is heavily loaded, a very heavy user, suchas Mr***, can expect to see some material reduction in data speeds Please know that T-Mobile's Open Internet Disclosures regarding data speed reduction during times of network contentionare available online under Company Information at www.T-Mobile.comThis is also disclosed in T-Mobile’s Terms & Conditions under Section (Data Plans and Other Features) The number of locations where this condition arises is very small and T-Mobileconstantly works to improve the network capacity in these areas, but there arelimits on how much spectrum capacity is availableThe lower speed that resultsfrom heavy network loading is temporaryWhen network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go upWe understand that if Mr [redacted] regularly used our service in a location which was oftenheavily loaded, T-Mobile may not have been able to provide the service that wasbest for Mr***’s high amount of data usageIn the spirit of the UnCarrier and providing world-class service to all ofour customers, it is important to T-Mobile that we Make It Right wherever we can To thatend, since Mr [redacted] elected to cancel his Pay-In-Advance account due to his datausage concerns, T-Mobile will offer to refund the cost of any T-Mobile-brandedhandset purchase as well as the Pay-In-Advance subscription made by Mr***at the time of activation of his T-Mobile account, provided only that Mr***returns his device to T-Mobile in good condition Mr [redacted] may contact me directly at thebelow number within fourteen (14) days of the date of this letter to take advantageof this offer.Based upon the foregoing, we respectfully request that this informal complaint against T-Mobile be closedThank you for bringing this matter to our attention If you have anyquestions, please do not hesitate to contact me at the address listed below ortoll free at [redacted] Very truly yours, T-Mobile USA, IncDot W***Executive Response

November 21, 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 November 10, 2017, regarding the above-referenced account T-Mobile regrets any concerns Ms [redacted] may have experienced in regards to promotional offers, account security, and the cancellation of her accountPlease 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 any of Ms [redacted] ’s contacts with Customer Care or our retail locations Please be advised that from August 18, 2017, through September 28, 2017, our LG QBOGO offer allowed eligible customers who purchase a new LG Gor LG Vhandset utilizing our Equipment Installment Plan (“EIP”) to get a rebate of up to $when purchasing a second LG Gor LG Vhandset on EIPCustomers wishing to participate in this offer were required to subscribe to an eligible rate plan and purchase their devices within the promotional period Additionally, from August 25, 2017, through September 30, 2017, T-Mobile offered our QZTE Quartz 75% Off promotionThe QZTE Quartz 75% Off promotion allowed eligible customers a ZTE Quartz smartwatch at the cost of $after monthly promotional EIP bill creditsCustomers wishing to participate in this offer were required to pay any applicable down payment and taxes at the time of purchase, and to subscribe to an eligible rate planIt is important to note that customers who cancel service will no longer receive any applicable promotional credits and that T-Mobile does not reimburse sales taxes for either of the aforementioned promotions On September 29, 2017, Ms [redacted] activated the voice lines ending in and on our T-Mobile ONE rate plan, and a wearable line ending in on our T-Mobile ONE Wearable rate planAs our LG QBOGO offer ended on September 28, 2017, and Ms [redacted] activated her mobile numbers outside of the promotional window, it is T-Mobile’s position that Ms [redacted] is not eligible for the offer On September 30, 2017, Ms [redacted] purchased a ZTE Quartz smartwatch utilizing EIPAt that time, Ms [redacted] was required to pay a down payment in the amount of $plus tax, as well as shipping in the amount of $plus tax, and monthly installments of $were agreed toPlease note that customers are provided a day return period when purchasing T-Mobile equipment to allow them to use the equipment to see if meets their needsIf not it may be returned to the original point of sale As Ms [redacted] met the promotional requirements for our QZTE Quartz 75% Off promotion, she began receiving monthly credits in the amount of $per month to fulfill the promotion T-Mobile records confirm that Ms [redacted] contacted Customer Care on October 17, to express concerns with the total cost of the down payment and taxes that she paid for the ZTE Quartz smartwatchUpon reviewing Ms [redacted] ’s ZTE Quartz order, T-Mobile advised of the purchase of the ZTE Quartz smartwatchAt that time, Ms [redacted] indicated that she would be returning her ZTE Quartz smartwatch and she requested cancellation of her entire accountPursuant to Ms [redacted] ’s request, T-Mobile scheduled the cancellation of Ms [redacted] ’s account for November 1, 2017, which was the end of her current billing cycle Upon further review, T-Mobile found that on November 3, 2017, Ms [redacted] contacted T-Mobile Customer Care and requested the reactivation on her mobile numbers ending in and Further, on November 21, 2017, Ms [redacted] again contacted customer care and reactivated her wearable line ending in 2164; accordingly, the EIP for the ZTE Quartz was reinstated as well In regards to Ms [redacted] ’s account security concerns it should be noted that T-Mobile takes account security seriouslyT-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the accountIf a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handsetIn the event that a customer believes that their personal information or account information has been compromised, T-Mobile recommends that they contact Customer Care to update their account password as soon as possible to ensure their securityUpon review of the account, T-Mobile found no indication that unauthorized account access has occurredFurthermore, T-Mobile records confirm that Ms [redacted] currently has a security password on her T-Mobile account Upon contacting Ms [redacted] on November 16, 2017, T-Mobile offered to apply a one-time courtesy credit in the amount of $in an effort to amicably resolve her concernsMs [redacted] may contact me by December 16, 2017, to accept this offerAt this time Ms [redacted] ’s account remains activeT-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 Anthony M [redacted] Executive Response

April 5, 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 24, regarding the above-referenced accountT-Mobile regrets any inconvenience to Mr [redacted] in regards to the concerns he has about his EIP payment, the card received for reimbursement and his rate plan charges Please be advised that www.switch2t-mobile.com is the website that customers use to upload their final billing statement in order to receive reimbursement from their previous carrierThe webpage explains that customers will receive a pre-paid MasterCard and that it is usable with any MasterCard merchantOur records confirm that Mr***’s reimbursement was mailed on July 23, T-Mobile records show that on February 18, and February 19, 2017, Mr [redacted] made a payment in the mount of $to pay off his EIP plan for his two Samsung Galaxy SdevicesIt is important to note that the payment made on February 18, was applied towards Mr***’s account and left him with a credit balance in the amount or $Mr***’s billing cycle closed on February 18, and the billing statement reflected the amount due of $because the payment made reflected on the balancePlease be advised this happened the following month as well because Mr [redacted] also made a payment on February 19, in the amount of $which posted to the billing period of February 19, to March 18, Mr [redacted] was left with a charge of $which was the two EIP payments in the amount of $for each handset that was pending on the billing period of January 19, through February 18, In order to resolve the matter, on March 23, 2017, T-Mobile adjusted Mr***’s account in the amount of $leaving him with a zero balanceMoving forward Mr [redacted] should expect a billing of $Simple Choice rate plan with $charge for two additional lines totaling $before taxes and $after all taxes and fees 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 Jimmie P [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I have a diferent version from their representative Who make those Offer He come to my office .I never Aproach to any of the retailer but he said the were reaching to business thats when we offer ""FREE TABLETS"" he never mentioned there will be a monthly charge thies is the word he use == If you dont use it right now you can have baclstck or seller as you wish its your for free no commitment === and they dont even know who was the representative who made this requested thats unbeliveable how they do business, they did try to reach me but unfortinately, I was in a meeting and I ttry to reach them back the followng day but there was no answefr for the person handling this case call few times during the day and no luck, so I ended up sending an email wich took a day or two answer and response I got that she was out until the 23rd of november mean time I got huge bill for $5162.51, All I request was a time where she can call me an I can wait for he rto call Sincerely, [redacted]

July 6, 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 25, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced with regards to his T-Mobile account T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] was having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] was to expect satisfactory coverageUnfortunately, we cannot guarantee coverage as there are many factors that may interfere with actual service, quality, and availabilityOutages and interruptions in service may occur, and speed of service variesDevices also have varying speed capabilities and may connect to different networks depending on technology T-Mobile records indicate that on December 8, 2016, Mr [redacted] activated service with T-Mobile and purchased a Samsung Galaxy Sand accessories for the handset under an Equipment Installment Plan (“EIP”) and agreed to 24-monthly installments totaling $Please note that at the time of activation, T-Mobile provided a 14-day return period which allowed Mr [redacted] to use the equipment to see if it meets his needsDuring the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIPOur records do not confirm that Mr [redacted] inquired about returning the above handset within the return period and as a result was not eligible to return it for a full refundT-Mobile regrets any inconvenience to Mr [redacted] Our records indicate that on March 25, 2017, Mr [redacted] cancelled his T-Mobile account by transferring his mobile number to another provider and as a result, EIP acceleration charges totaling in the amount of $were added to the upcoming billing statement On May 9, 2017, a billing statement was generated with the due date of June 1, 2017, in the amount of $which included the EIP acceleration charges in the amount of $and monthly access charges, monthly EIP and taxes and fees from March 9, 2017, through April 8, 2017, in the amount of $ Although Mr [redacted] is outside the return period, in an effort to amicably resolve this matter, we will gladly accept the return of the Samsung Galaxy Sat the following addressUpon receipt of the handset, we will credit the remaining balance due in the amount of $ Executive Response Team Attention: [redacted] Account # [redacted] Menaul BlvdNE Albuquerque, NM Please note that Mr [redacted] will have until July 28, 2017, to return his Samsung Galaxy SIf Mr [redacted] does not return his Samsung Galaxy S7, he will remain responsible for the balance owed in the amount of $T-Mobile recommends that Mr [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to usWe also ask that Mr [redacted] please include the handset, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset 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

July 25, 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 18, 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 in difficulties Ms [redacted] has experienced regarding the exchange that was filed on June 9, Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their 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 damagePlease note that although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final examUpon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsetsT-Mobile spoke with Ms [redacted] on July 19, 2016, and advised as the date of this letter her account had not assessed an out-of-warranty feeIn an effort to amicably resolve this matter T-Mobile advised Ms [redacted] to contact me directly at the number below should her account be charged an out-of-warranty fee at which time T-Mobile would agree to adjust the feeBased 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

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 meMrR [redacted] was very caring and fantastic in resolving this issueI look forward to a great relationship with T-Mobile Sincerely, [redacted]

June 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] 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 19, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that Ms [redacted] has been designated as an authorized user of the accountWe regret Ms***’s experience with the use of her handsetT-Mobile records reflect that Ms [redacted] upgraded to a Samsung SEdge Plus handset on December 12, 2015, using T-Mobile’s JUMP! On Demand lease programCustomers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgradeThe upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damageIf damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered intoBy leasing T-Mobile equipment, Ms [redacted] received a one-year Limited Warranty provided by the manufacturer of her deviceDuring 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 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 damageT-Mobile records reflect that Ms [redacted] participated in the Limited Warranty Exchange process on February 27, and on March 6, In an effort to amicably resolve Ms***’s concerns, T-Mobile will allow Ms [redacted] to return her Samsung handset directly to my attention within days of the date of this letter at: T-Mobile USA IncAttention: Kimo C [redacted] Menaul BlvdNE Albuquerque, NM Upon receipt of the handset, T-Mobile will apply a credit to the active equipment installment balance in the amount of $T-Mobile recommends that Ms [redacted] return the handset via a traceable carrier and request a tracking number when shippingMs [redacted] should include her account information with the device to ensure proper account creditAdditionally, upon receipt of the handset, T-Mobile will apply a credit of $towards Ms***’s T-Mobile account balanceT-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, INCKimo C [redacted] Executive Response

April 24, 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 April 11, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms***- [redacted] in regards to her accountT-Mobile records show that Ms***- [redacted] contacted T-Mobile on November 29, 2016, and a line of service was activatedHowever, records show that Ms***- [redacted] ’s account was never used and the mobile line of service was cancelled on February 18, Please note that T-Mobile sent Ms***- [redacted] a final billing statement dated March 2, 2017, reflecting a balance of 157.92, which was due on March 22, As a payment was not remitted by the above mentioned due date, on March 31, 2017, Ms***- [redacted] ’s account was accessed a collection fee of $and was assigned to Amsher, a third-party collection agency, for collection attempts Furthermore, in an effort to amicably resolve this matter, on April 12, 2017, T-Mobile applied a credit to Ms***- [redacted] ’s account in the amount of $leaving the account closed with a zero balanceTherefore, Ms***- [redacted] has been absolved of all financial responsibility for this accountIn addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debtMs***- [redacted] should allow approximately days for this information to be reflected on her credit reportT-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 Mercedes V [redacted] Executive Response

March 28, 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 17, 2017, regarding the above-referenced account T-Mobile appreciates the opportunity to respond to Ms***’s concerns related to the billing on his T-Mobile accountOur records reflect that, at the time of activation, Ms [redacted] attempted to take advantage of the following promotions: • Apple Black Friday; and • Magenta Po 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, T-Mobile records reflect that Ms***’s tradevices were inadvertently returned to the incorrect location using the incorrect shipping label; as such, the account was not enrolled in the Apple Black Friday promotion and did not receive the monthly bill creditsWith respect to the Magenta Pooffer, this promotion was not available to be combined with the Apple Black Friday promotion and therefore Ms [redacted] was not eligible and subsequently was not mailed the $prepaid cardsT-Mobile regrets any confusion regarding these offers Nevertheless, in an effort to amicably resolve Ms***’s concerns, T-Mobile offered to waive the remaining EIP balance of the four iPhone handsets, totaling $2,in remaining EIP balanceAdditionally, T-Mobile also provided an account credit of $to bring Ms***’s account balance to a valid and owed amount of $equivalent to unpaid recurring service charges Furthermore, T-Mobile has placed an account collection hold through May 1, to allow Ms [redacted] time to pay upon this balance, along with updating her rate plan to the T-Mobile ONE arate plan with taxes and fees included in the cost of the rate plan to reduce her monthly recurring service chargesPlease note Ms [redacted] will continue to incur monthly service charges during the account collection holdMs [redacted] has accepted these offers as resolution to her concernsT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Kimo C [redacted] Executive Response

April 5, 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 27, 2017, regarding the above-referenced account T-Mobile sincerely regrets any inconvenience Ms [redacted] has experienced with her ZTE Spro Please be advised the ZTE Spro is sold from T-Mobile already factory unlocked and requesting an unlock code for the device is not required In an effort to amicably resolve this matter, on April 3, 2017, to rule out a device issue T-Mobile shipped Ms [redacted] a replacement ZTE Spro deviceIf Ms [redacted] continues to experience issues T-Mobile recommends she contact the manufacturer of her device ZTE at 1-877-817-for additional troubleshooting Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Zachary S [redacted] Executive Response

July 19, 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 July 13, 2016, regarding the above-referenced accountWe are sorry to hear that Ms [redacted] feels our previous response did not fully 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 [redacted] ’ contact with our retail location, and with Customer CarePlease be advised that Ms [redacted] concerns will be investigated and addressed accordingly; however, T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidentialIn addition, please be advised that T-Mobile provides customers with their account balance information, as a courtesy, in order to advise of any amount owed in an attempt to avoid service interruptionWe regret any inconvenience this may have caused Ms [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, INCBrandon M [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] - [redacted]

July 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 July 5, 2017, regarding the above-referenced account T-Mobile regrets that Ms [redacted] continues to have concerns regarding the balance on her accountAs stated in our correspondence to your office dated July 3, 2017, T-Mobile records confirm that the account balance of $was due to services rendered until March 31, 2017, accelerated Equipment Installment Plan charges, and applicable taxes and fees However, upon speaking with Ms [redacted] on July 14, 2017, she was informed that the balance was valid and as a gesture of good faith due to her ongoing concerns about the balance T-Mobile credited the account in fullA credit in the amount of $was placed on the account on July 14, The credit reduced the account to a zero balance Additionally, Ms [redacted] was advised that T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debtPlease note that it may take up to days for Ms***’ credit report to reflect the changeT-Mobile regrets any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail P [redacted] Executive Response

February 22, 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 February 13, 2016, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Mr [redacted] and he confirmed that his concerns have been resolved to his satisfactionT-Mobile regrets any concerns Mr [redacted] had with his equipment replacement orderT-Mobile records confirm that on November 27, 2015, replacement equipment was ordered for Mr [redacted] ’s non-working equipment, and it was shipped to him on the same datePlease be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return feeOur records indicate that we did not receive the non-working equipmentAs such, Mr [redacted] was charged $for the non-return fee and applicable taxesIt is important to note that the possibility of a non-return fee was also disclosed to Mr [redacted] at the time the exchange was processedOur records do not indicate that we have received the non-working equipmentAs such, the non-return fee of $assessed to Mr [redacted] ’s January 15, 2016, billing statement is considered validNevertheless, in an effort to amicably resolve this issue, T-Mobile has applied an $credit to Mr [redacted] ’s account for the non-return feeMr [redacted] ’s account now has an outstanding balance of $and he may verify this by visiting www.T-Mobile.com or by dialing #225# on his T-Mobile deviceBased 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