T-Mobile USA

Complaint: [redacted] I am rejecting this response because: I appreciate the credit and removal of the lease from my accountHowever, there are charges that have been incurred that are greater than the $offered I am seeking an additional credit of $ Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I made the unlock request on May I was told to wait hours after receiving the instructional email to unlock my phone I waited more than hours, ported out my number only to find that my phones were still not unlocked I had to buy a new phone so I could work T Mobile couldn't unlock my phones until the night of the 14th They failed to meet their obligations, costing me the money for a new phone, and the wasted time of speaking to them numerous times, to no avail My phones are fixed now, my account is closed, and im out $on a new phone, because I have to have it for work Sincerely, [redacted]

September 28, 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 15, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Ms [redacted] may have experienced in regards to her insurance claim Customers who enroll in one of the several optional Premium Handset Protection (“PHP”) features offered by T-Mobile receive extended warranty coverage in addition to the ability to file an insurance claim should their device be lost, stolen, or physically damaged If a customer wishes to utilize the insurance coverage for any reason, they must contact the insurance provider, Assurant, directly It is important to note that if a customer files a claim for physical damage, they are provided a prepaid return label to send the damaged device back to Assurant In the event that a damaged device is not received by Assurant within a timely fashion, an insurance non-return fee is assessed by Assurant and billed to the customer via their T-Mobile billing statement T-Mobile records indicate that on June 24, 2017, Ms [redacted] initiated an insurance claim on an Apple iPhone 6S 16GB handset for physical damage On September 8, 2017, Assurant reported that the damaged handset was not returned to their warehouse As Assurant had not yet received the damaged handset within a timely fashion, a one-time charge in the amount of $was assessed to Ms [redacted] ’s September billing statement As neither T-Mobile nor Assurant have possession of the handset, it is T-Mobile’s position that the non-return fee is valid Nevertheless, T-Mobile has applied a one-time credit in the amount of $as a courtesy in an effort to amicably resolve Ms [redacted] ’s concerns Ms [redacted] ’s account now reflects a credit balance of $ 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 Anthony M [redacted] Executive Response Tell us why here

Complaint: [redacted] I am rejecting this response because: I don’t owe anything on that phoneI traded someone online a fully paid for iPhone for that phoneIf there was a balance on it I should have been notified in some wayNot allowed to just activate it on my accountIn which case I wouldn’t have done he tradeThis is bogusBasically T-Mobile isn’t saying you can steal a T-Mobile phone as long as you continue to use it on T-MobileOr people can sell stolen T-Mobile phones and just sell them online and the person buying is at faultNopeI reject your response 100% Sincerely, [redacted] ***

April 12, 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 2, 2017, regarding the above-referenced account T-Mobile regrets any confusion experienced by Ms [redacted] regarding her JUMP! On Demand lease JUMP! On Demand is a way for customers to upgrade to the hottest devices whenever they wantJUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly costPlus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime On August 29, 2015, Ms [redacted] entered into a JUMP! On Demand lease for her Apple iPhone Plus Gold GB handsetPlease note, at the time Ms [redacted] entered in the JUMP! On Demand lease, she was provided documentation supporting her lease agreement which did stipulate she was agreeing that she was not purchasing the handset, but leasing the equipment with a purchase option at the end of the month lease agreementT-Mobile regrets any misunderstanding to Ms [redacted] As Ms [redacted] ’s JUMP! On Demand lease ended in February 2017, she was presented the ability to return the equipment to a local T-Mobile retail store and complete the lease, purchasing the equipment by remitting payment in full for the purchase option price of $plus applicable taxes, or breaking up the purchase option price over a period of nine months on an Equipment Installment Plan (EIP)T-Mobile regrets any miscommunication to Ms [redacted] on how our end lease options work however, it is our position that the purchase option price is valid should Ms [redacted] elect to keep her Apple iPhone Plus In an effort to amicably resolve this matter, T-Mobile has agreed to credit the purchase option price of $plus applicable taxesMs [redacted] will be able to retain her equipment and will not be requirement to remit payment for the purchase option price of the equipmentMs [redacted] ’s purchase option price is presently a pending charge and will be credited once her next billing statement is generatedOur office has created a follow up to remove the additional chargeT-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 Martin G [redacted] Executive Response

June 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 May 25, 2017, regarding the above-referenced accountT-Mobile is pleased to report that Ms [redacted] ’s concerns have been addressed and resolved to her satisfaction T-Mobile regrets any inconvenience to Ms [redacted] regarding her accountT-Mobile records indicate that on May 5, 2017, Ms [redacted] ’s account was cancelled per her requestA final billing statement dated May 19, 2017, was provided to Ms [redacted] reflecting a balance of $due on June 11, This balance consisted of a past due balance for accelerated Equipment Installment Plan charges Please be advised that on May 24, 2017, a payment of $posted to Ms [redacted] ’s accountIn addition, a credit of $was applied to Ms [redacted] ’s account for unused services, reducing the balance to $ Furthermore, in an effort to amicably resolve this matter, on May 30, 2017, T-Mobile agreed to apply a day collection hold on Ms [redacted] ’s accountMs [redacted] must remit payment in full within the next days to avoid further collection activityOnce the day hold has expired, the account would resume regular collection activity and any outstanding balance left unpaid may result in the account being transferred to a third-party collection agency 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 recent 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 Mercedes V [redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me with the following provisionsI agree nothing should be charged me for this travesty, but reject the excuse of "administrative error." I have seen no explanation which would demonstrate an error for a colossal bait-and-switch which bloated the only plan to which I had agreed by a factor of fiveI point out also that in this competitive age there's is no legitimate plan by any carrier running $per month I believe a prime factor in this "error" is that I am years old and of need of hearing aidsThis is a demographic some marketing predators refer to as "birdnest on the ground." Sincerely, [redacted]

June 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 June 20, 2017, regarding the above-referenced accountWe are pleased to report that we have resolved this matter to Ms [redacted] ’s satisfaction T-Mobile regrets any concerns Ms [redacted] ’s has continued to experience regarding the price of her rate planT-Mobile contacted Ms [redacted] on June 27, 2017, and pursuant to the phone conversation, T-Mobile advised Ms [redacted] that we have agreed to honor the promotion she was receiving on her prior account to ensure her rate plan charges will be $per month for three lines before AutoPayT-Mobile further advised that a credit of $was applied on June 20, 2017, to cover the cost of the [redacted] line since account activation on April 10, T-Mobile records confirm that the June 10, 2017, billing statement reflected current charges due in the amount of $and this included a bill credit of $for the line ending in ***T-Mobile will further monitor the account for the next billing statements to ensure Ms [redacted] ’s account is receiving appropriate bill credits so that she may enroll her account into AutoPay servicesAs an additional courtesy, T-Mobile has applied an additional credit of $for the $Ms [redacted] account is currently not receiving in AutoPay discounts since activation on April 10, Following this adjustment, the account currently reflects a credit balance of $which will apply towards future bill chargesT-Mobile regrets any inconvenience 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

February 23, 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 23, 2018, regarding the above-referenced account T-Mobile is delighted to have resolved this matter to Ms [redacted] ’s satisfactionT-Mobile regrets any concerns that Ms [redacted] has experienced while attempting to take advantage of our Carrier Freedom offer T Mobile records indicate that Ms [redacted] activated her account on February, 13, 2018, with four lines of service, the mobile numbers ending in 3888, 6215, and 0089, which were ported to T-Mobile from another service provider At the time of activation, Ms [redacted] also took advantage of our JUMP! On Demand offering, with the lease of four handsets, two LG K20’s and two T-Mobile Revvl’sIt is very important to note that Carrier Freedom reimbursement is available to qualifying to customers who port in a mobile number from another service provider and purchase a new T-Mobile handset In order to receive their reimbursement, customers must submit their final billing statement from their previous provider to T-Mobile within days of activation Additionally, customers are eligible to receive reimbursement only if they have not previously received a Carrier Freedom offer within the past two yearsPlease note that on February 15, 2018, when T-Mobile received Ms [redacted] ’s Carrier Freedom reimbursement request for her four lines of service, it was determined that Ms [redacted] had recently received Carrier Freedom reimbursement for two of her subscriber numbers on a previous T-Mobile account, the mobile numbers and As such, Ms [redacted] was eligible to receive Carrier Freedom reimbursement for only the two lines of service which had not previously received Carrier Freedom reimbursement, the mobile numbers ending in and Nonetheless, upon reaching Ms [redacted] to discuss this matter, T-Mobile manually processed Ms [redacted] ’s Carrier Freedom reimbursement request for the mobile numbers ending in and 9390, with an account credit in the amount of $1, Ms [redacted] ’s account balance of $was absorbed with the credit, resulting in a revised account credit balance of $1, Pursuant to Ms [redacted] 's request, the account credit balance of $1,was issued as a prepaid refund card to Ms [redacted] 's address of record, for delivery within business days Ms [redacted] 's account remains at a zero balance Ms [redacted] accepted this offer as resolution in full to her concerns.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Customer CareBased 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.Kayla J***Executive Response

August 31, 2015 FILED ELECTRONICALLY Bureau Service RevDex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile... USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2015, regarding the above-referenced account. As is widely known, in 2014 T-Mobile again disrupted the wireless industry and announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. Contract freedom is a promotion whereby T-Mobile reimburses consumers’ early termination fees up to $350.00 per line and provides account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. There are several eligibility requirements that must be met in order to qualify for the reimbursement. Consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device at full retail price up front or financing it through our Equipment Installment Plan (EIP). Assuming the requirements are met, customers then submit a reimbursement form along with a copy of the final billing statement from their prior carrier at www.switch2t-mobile.com. This submission must be made within two (2) months of activation and approval and payment may take up to either (8) weeks. To be eligible for reimbursement, the T-Mobile account must remain in good standing and finally, because this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Our records confirm that [redacted] activated the above-referenced account on May 5, 2015, with four lines of service, three of which were ported from another provider. Please note that T-Mobile provides 60 days for customers to submit a copy of the itemized final billing statement from their previous provider to http://www.switch2T-Mobile.com. [redacted] submitted a copy of his billing statement from his previous provider on June 1, 2015. Regrettably, only the qualifying charges for the line of service ending in [redacted] were visible. As such, [redacted] ***s reimbursement request for the line ending in [redacted] was approved in the amount of $130.32, while the remaining lines were declined. [redacted] resubmitted the required documents on July 24, 2015. Regrettably, the documents did not include the full required information, and as such, [redacted] ***s reimbursement was declined once again. In an effort to amicably resolve [redacted] ***s concerns, T-Mobile offers to allow [redacted] to send a copy of his final billing statement from his previous provider, showing the itemized early termination fees for the lines of service ending in [redacted] and 3310, to our office outside of the provided 60 day timeframe. Upon receipt and review of the requested documents, a refund will be issued to [redacted] for the total qualified charges. T-Mobile requests that [redacted] provide these documents no later than September 15, 2015 and can be sent via fax at [redacted] or via U.S. Mail at T-Mobile USA, Inc., P.O. Box ***, Albuquerque, NM 87176. T-Mobile regrets any inconvenience [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P [redacted] Executive Response

December 26, 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 December 17, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] ’s billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Mr. [redacted] ’s payment that was due on October 19, 2016, was not received on time. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls on November 3, 2016. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment later that day on November 3, 2016, and the account was reactivated, and the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records confirm that Mr. [redacted] ’s billing statement dated November 27, 2016, included the monthly recurring charges for services from November 27, 2016, through December 26, 2016, as well as a charge for the prior month’s rate plan which was a re-rate of charges for service rendered from October 27, 2016, through November 26, 2016. Please note, as Mr. [redacted] was being re-rated for the prior month’s service charges, due to his service being suspended mid cycle, he was going to receive a credit for the prior month’s service charges reflected on the billing statement dated October 27, 2016, once the new billing statement was generated after December 27, 2016. Nevertheless, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $207.56 for the re-rate in service as well as the restore from suspend fees. Mr. [redacted] ’s account now reflects a remaining balance of $224.86. 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

Tell us why hereFebruary 5, 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 January 30, 2018, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] regarding her Mobile Internet (MI) line of service and rate plan concerns T-Mobile records confirm that on August 21, 2016, the MI number ending subscribed to our Match Your Phone Data rate plan for $monthly This plan provided customers with unlimited MI data with up to 5GB high-speed accessOn September 21, 2017, T-Mobile records indicate that the mobile number ending subscribed to our Simple Choice North America MI 10GB rate plan for $monthly Please be advised that on December 4, 2017, Ms [redacted] called Customer Care with concerns regarding a price plan change that took place on line ending 1838, and requested her old rate plan be reinstated Regretfully, as the Match Your Phone Data North Am [redacted] rate plan was a grandfathered and no longer available, Ms [redacted] was advised she was not able to revert the rate plan changes As such, on December 21, 2017, T-Mobile offered our Simple Choice North America MI 6GB rate plan for $monthly with a $MI discount bringing the monthly rate to $On January 30, 2018, in speaking with Ms***, T-Mobile offered our Simple Choice North America MI 6GB rate plan for $monthly with a $MI discount bringing monthly rate to $ Ms [redacted] agreed to this offer and her plan was adjusted accordinglyIn effort to amicably resolve Ms***’s concerns, T-Mobile reinstated Ms***’s grandfathered Match Your Phone Data North Am [redacted] plan as of January 21, 2018; the start of ***’s bill cycle Additionally, T-Mobile applied a bill credit of $for previously assessed monthly access charges and taxes bringing the account balance to $ T-Mobile regrets any inconvenience to Ms***Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 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, INC.Rochelle M [redacted]

September 24, 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 10, 2015, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the accountT-Mobile regrets any frustration Mr [redacted] encountered with his refund requestOn September 9, 2015, we spoke with Mr [redacted] and during this conversation we advised him that we would be refunding his August 29, 2015, payment back to his checking account ending in ***Furthermore, on the same date, we applied a $credit to Ms [redacted] ’s account to ensure that the balance would remain at $Unfortunately, due to an administrative error, the $credit was reversed from Ms [redacted] ’s account and refunded as a prepaid debit card mailed to the billing addressIn an effort to resolve this issue, T-Mobile has reapplied the $credit to Ms [redacted] ’s account and we have successfully refunded Mr [redacted] August 29, 2015, back to his checking accountThis credit reduced Ms [redacted] ’s outstanding balance to $However, since the credit has been applied a payment of $has been applied to the account further reducing the balance to $T-Mobile regrets any inconvenience to Mr [redacted] T-Mobile regrets any frustration Mr [redacted] encountered with our Handset Upgrade ProgramIt is important to note that Ms [redacted] ’s account must have a current balance in order to view pricing and place orders through our Handset Upgrade ProgramOur records confirm that Ms [redacted] ’s account currently has an outstanding balance of $376.24, which includes monthly access charges and applicable taxes through August 27, 2015, and that the full outstanding balance is past dueAs such, the Handset Upgrade Program will not be available for any of the numbers on Ms [redacted] ’s accountBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INCBrian W [redacted] Executive Response

August 10, 2017FILED 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 July 27, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced starting service It is important to note that T-Mobile does offer customers such as Ms [redacted] the option to bring their device from their previous carrier However, please note that in order for a customer to use their own device it must either be a T-Mobile device or unlocked by their previous in order for the device to be able to function on our network.T-Mobile requires that customers agree to a credit evaluation when activating postpaid service The credit evaluation is one tool which T-Mobile utilizes to determine eligibility and to offer financing options through our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programs T-Mobile records confirm that based on Ms [redacted] ’s eligibility she would be required to pay a down payment to purchase equipment and the down payment will be dependent on the cost of the device purchased However, with one of T-Mobile’s latest Un-carrier moves, T-Mobile offers our Smartphone Equality program wherein customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for consecutive months In order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due date Payments posted after the hour window will reset the monthly counter It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option availableIn an effort to amicably resolve this concern T-Mobile has made a one-time exception to allow Ms [redacted] to purchase equipment with well-qualified pricing Therefore, Ms [redacted] ordered the equipment and in the future she will need to meet the standard requirements to qualify for Smartphone Equality In addition as Ms [redacted] ’s service has been active during this time a credit in the amount of $was provided to compensate for the time that she did not have phones to utilize the service Ms [redacted] ’s current account balance is $60.01.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with Customer CareBased 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.Lauren L***Executive Response

January 26, 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 January 17, 2018, regarding the above-referenced accountWe are pleased to advise that we have resolved Mr [redacted] concerns to his satisfaction.T-Mobile regrets any inconvenience to Mr [redacted] due to the delay of his insurance claim with Assurant It is important to note that the handset in question is covered by insurance from Assurant Solutions, Inc(“Assurant”) As such, any questions regarding insurance claims must go through Assurant, who may be contacted directly at 1-866-866-or online at www.myphpinfo.comReview of Mr [redacted] ’ account however, shows that on January 12, 2018, Mr [redacted] opened a claim with Assurant Please be advised that T-Mobile does offer loaner handsets so that our customers are not without a phone, regrettably Mr [redacted] did not take advantage of the loaner program Additional records show that on January 17, 2018, Mr [redacted] ’ replacement device was delivered to him via FedEx tracking number [redacted] T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business 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.Michelle S [redacted] Executive Response

October 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 October 12, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Mr [redacted] has experienced regarding coverageIn Mr [redacted] ’ correspondence, he indicated that he has been experiencing issues with the coverage he receives for approximately ten monthsIt is important to note that there are several factors and conditions that can affect service quality and availability, and regrettably, T-Mobile is unable to guarantee coverage in all locationsT-Mobile has reviewed the coverage at Mr [redacted] ’ billing address, and confirmed that he is located in an area of very good in-home 4G LTE coverageHowever, Mr [redacted] is located in an area of congestionThis means that during peak times, Mr [redacted] may experience connectivity issuesOur engineering team will continue to monitor the area and work towards future resolutionIn Mr [redacted] ’ correspondence, he indicated that he has been unable to utilize his T-Mobile serviceA review of Mr [redacted] ’ account indicates that over the past three months of service, his line of service ending in [redacted] has used a monthly average of 3,minutes, messages, and 8,megabytes (“MB”) of dataThis indicates that Mr [redacted] has been able to successfully use his T-Mobile serviceHowever, in an effort to amicably resolve Mr [redacted] ’ concerns, on October 18, 2016, T-Mobile issued a credit to his account in the amount of $for the current balance owedMr [redacted] ’ account remains active, with a zero balance at this timeT-Mobile regrets any inconvenience Mr [redacted] may have experiencedBased 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, INCChris P [redacted] Executive Response

August 30, 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 20, 2017, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] experienced with his T-Mobile account T-Mobile records confirm that on August 6, 2017, the mobile number ending in [redacted] was canceled when it was transferred to another service provider The arrangement to transfer the line of service was made directly with the new wireless service provider and not with T-Mobile It should be noted that the correct and accurate required details were provided in the request to transfer the mobile numberThe requestor was able to provide the account number, the last four digits of the account holder’s social security number, and the number to be ported out along with any additional information requested by *** Based on this valid information, T-Mobile approved the release of the mobile number ending in ***It is T-Mobile’s position that this is a domestic issue and should be resolved between Mr [redacted] and his ex-girlfriend T-Mobile understands that Mr [redacted] would like his mobile number transferred back into his name, since he did not authorize this transfer As such, based on our prior experience with [redacted] in these matters, T-Mobile recommends that Mr [redacted] file a police report for identity fraud naming his ex-girlfriend as the perpetrator so that we may provide it to the new provider in an attempt to have the number transferred back to himIn an effort to amicably resolve this matter, Mr [redacted] may contact me at the number provided or Customer Care at from his handset to assist him with a new rate plan change 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 Ligia M [redacted] Executive Response

July 25, 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 11, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience this matter may have caused Mr [redacted] and we appreciate the opportunity to address his concernsT-Mobile records confirm that as of September 7, 2014, Mr [redacted] subscribed to the Simple Choice Family Unlimited Talk, Text, and 4GB’s of Data, promotional rate plan, which for $100.00, provided the first four lines of service with unlimited talk, text and 4GBs of data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first four lines of service are $each per monthT-Mobile records indicate that on February 17, 2017, Mr [redacted] requested to have his rate plan updated to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan, which for $110.00, provides the first two lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that the third line of service has a cost of $per month and any additional line of service after the third has a cost of $per monthT-Mobile records indicate that the rate plan was not successfully updatedAccordingly, Mr [redacted] was provided the following adjustments: • On April, 11, 2017, an adjustment of $was applied; • On May 10, 2017, an adjustment of $was applied; and • On July 11, 2017, an adjustment of $was applied Please note that these adjustments were applied in order to compensate for the difference in taxes On July 14, 2017, in order to amicably resolve Mr***’ concerns T-Mobile has engaged our Business Support team in order to resolve the rate plan changeAs of this date Mr***’ rate plan was successfully updated to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate planIn a conversation with Mr [redacted] on July 20, 2017, T-Mobile has agreed to issue a one-time adjustment of $covering one month of service which has brought the account balance to zero 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 Mr***’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

January 22, 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 18, 2016, regarding the above-referenced accountT-Mobile is pleased to advise that we have contacted Mr [redacted] and resolved the matter to his satisfactionWe regret any inconvenience Mr [redacted] has experienced regarding the Equipment Installment Plan ("EIP") program and the specifics of the offer to Mr [redacted] regarding his required down paymentPlease be advised that down payment requirements are determined by several factors including handset selected, individual account tenure, payment history, and personal credit informationNevertheless, in an effort to amicably resolve the matter, T-Mobile has offered for Mr [redacted] to upgrade to a new handset at the best available down payment through February 1, Upon speaking to Mr [redacted] , on January 21, 2016, Mr [redacted] confirmed that the matter is resolved and he has no further concernsWe regret 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, INCBrandon M [redacted] Executive Response

September 20, 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 a letter dated September 12, 2017, from Mr [redacted] regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] , and that she has designated Mr [redacted] as an authorized user of the account Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact We also make every effort to provide complete and accurate information to our customers We apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s recent contact with our retail location T-Mobile records reflect that on March 28, 2017, the account was activated for use with mobile numbers ending in [redacted] and *** That day, two Samsung Galaxy SEdge devices, two screen protectors, two charge stands, and an Otterbox phone case were purchased through our Equipment Installment Plan (“EIP”) program, wherein Ms [redacted] was required to remit a payment for the taxes on the full retail price of the devices and accessories, and agreed to monthly installments in the amount of $ At the time of the transaction, two [redacted] Samsung Galaxy Sdevices were traded in which had a value of $per device applied to the costs to setup service, and the remaining amount of $was applied to the account as account credit the date of activation It is important to note that the traof a device within the retail store is a final transaction Pursuant to the agreement signed at the time of the trade-in, Ms [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.” The account was originally enrolled in the T-Mobile ONE All In rate plan for $for two lines of service with taxes and fees included Additionally, if customers actively enrolled in this plan subscribe to AutoPay, they are eligible for a discount of $per line per month Please note that the account was enrolled in AutoPay on March 28, AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer As Ms [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided T-Mobile records confirm that on August 21, 2017, the account plan changed to the T-Mobile ONE 55+ rate plan at the rate of $per month for customers and older, with taxes and fees included The AutoPay discount also applies to this plan, reducing monthly access charges by $per line with the active enrollment in AutoPay On September 15, 2017, T-Mobile contacted Mr [redacted] , and closed the EIPs for the devices and accessories so that the account is no longer billed for the equipment related charges going forward Mr [redacted] was informed that as a result of the enrollment of the T-Mobile ONE 55+ plan effective August 21, 2017, monthly access charges for the plan including the insurance will be $on AutoPay, or reduce to $with AutoPay if he elects to remove the insurance on both lines of serviceMr [redacted] elected to keep the insurance Pursuant to our conversation, Mr [redacted] considers the matter resolved, and has no further concerns T-Mobile regrets any inconvenience to Mr [redacted] and we appreciate his business 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 Adrianne F [redacted] Executive Response