T-Mobile USA

May 2, 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 24, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience experienced by Mr [redacted] regarding his concerns with his efforts to take advantage of our Friends & Family Lines on Us and Winter Smartphone offerT-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the billing on his T-Mobile accountOur records reflect that Mr [redacted] activated two lines of service on November 20, 2016, and attempted to take advantage of the following promotions: • Friends and Family lines On Us; and • Winter Smartphone As can be expected, there are several eligibility requirements for each of the above promotionsMr [redacted] met all of the requirements for the Friends and Family offer as he activated two new voice lines, for which he is receiving the expected monthly bill creditsThose bill credits are reflected on page three of his most recent billing statementFurthermore, T-Mobile has reviewed Mr***’s billing statements and found that he has received the monthly bill credit associated with the Friends & Family Lines on Us since his billing statement dated December 25, Mr [redacted] may review his billing statements since December 25, 2016, and confirm he has received the appropriate bill credits associated with the promotional offer With respect to the Winter Smartphone offer, T-Mobile records indicate Mr [redacted] purchased a LG Stylo on our Equipment Installment Plan (“EIP”)As such, Mr [redacted] qualified for our Winter Smartphone offer which provided eligible customers a $monthly bill creditT-Mobile records indicate on February 1, 2017, Mr [redacted] was approved for the Winter Smartphone offerAs such, Mr [redacted] was provided a bill credit of $on his billing statement dated February 25, 2017, which represented his missing monthly bill creditsFurthermore, Mr [redacted] will continue to receive a monthly bill credit of $for his LG Stylo However in an effort to amicably resolve this matter, T-Mobile has agreed to close Mr***’s EIP for his LG Stylo As such, Mr [redacted] will no longer receive monthly bill charges for his LG Stylo EIP 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

November 18, 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 November 14, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience to Ms [redacted] with respect to her Samsung Galaxy Note (“Note 7”) handsetAs reported, Samsung announced a world-wide recall of their highly regarded Note Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note handsets that our customers have in handWe certainly apologize if one of our employees failed to follow that process for Ms***Our records indicate that on August 20, 2016, Ms [redacted] purchased a Note device under an Equipment Installment Plan (“EIP”) remitted a down payment in the amount of $plus taxesOn September 23, 2016, our records indicate that Ms [redacted] returned the above handset and as such the EIP was closed outOn this same day, Ms [redacted] purchased another Note handset under an EIP and remitted a down payment in the amount of $plus taxesIt is important to note that on October 13, 2016, the Consumer Product Safety Commission (“CPSC”) announced a full recall on all versions of the Note As a result, we urged our customers to power down their device and bring all models of the Noteback to a T-Mobile store for a full refund regardless of our return periodOur records confirm that on October 21, 2016, Ms [redacted] returned the above handset and as such T-Mobile closed out the EIP associated with this deviceOn November 17, 2016, T-Mobile spoke with Ms [redacted] and explained the above informationAdditionally, T-Mobile processed a bill credit in the amount of $for additional services added on myT-Mobile.com by the user of phone line ending in ***, updating Ms***’ balance with the due date of November 21, 2016, to $Ms [redacted] was satisfied with the above information as a resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCCesar R [redacted] Executive Response

December 7, 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 November 29, 2016, regarding the above-referenced accountT-Mobile regrets any inconvenience that Ms [redacted] may have experiencedT-Mobile records indicate on January 14, 2015, Ms [redacted] activated service with two lines of servicePlease note at the time of activation we received consent to a check Ms***’s personal creditBased on her personal credit history at the time of activation she was required to pay deposits in the amount of $for the first line and $for the second linePlease be advised that the deposits are refundable after months of service in good standingAs such, the amount will first be applied to open debt, and then any remaining credit balance can be refundedWith one of T-Mobile’s latest Un-carrier moves, T-Mobile has launched Smartphone Equality - a program whereby 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 their current account for consecutive monthsIn order for a payment to be considered “on-time”, the payment must post to the applicable account within hours of the original due datePayments posted after the hour window will reset the monthly counterIt 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 availableHowever, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customersPlease note, this program is available to Postpaid, Pay in Advance, Simply Prepaid and Simple Choice No Credit Check customersAlthough other account types are qualified for this promotion, only postpaid accounts are eligible to use the EIPAs such, account holders who have an account type other than postpaid, who have met the month payment history requirement and who want to take advantage of the EIP program to purchase new equipment will need to convert their account to a postpaid account by visiting a retail location or contacting Customer CareOur records indicate Ms [redacted] does not qualify for zero to low-down payment, due to consecutive on-time monthly payments not posting to the accountNevertheless, in order to reach an amicable resolution upon speaking with Ms [redacted] on December 5, 2016, T-Mobile has applied a courtesy credit of $for her deposits paid at the time of activationThis credit reduced her overall balance to $84.69, due December 15, Additionally, T-Mobile has also extended the offer to well-qualify Ms [redacted] to purchase new equipment at zero to low-down down paymentT-Mobile regrets any inconvenience that Ms [redacted] has experienced regarding this matterBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSharon B [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]

June 8, 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 26, 2017, regarding the above-referenced account T-Mobile regrets any concerns that Mr [redacted] may have experienced regarding his 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 Mr [redacted] ’s recent contact with our retail location and Customer Care T-Mobile records confirm that on April 6, 2017, Mr [redacted] activated service with mobile numbers ending in 9294, 9644, and Further records show that on April 6, 2017, T-Mobile added an international block on the mobile number ending in However, due to an administrative error, the block was not added to the three other mobile numbersThis block prevents customers from dialing internationally on the T-Mobile network Mr [redacted] ’s billing cycle from April 7, 2017, through May 6, 2017, incurred a total of $including taxes for international calling chargesT-Mobile records indicate that on May 25, 2017, T-Mobile credited $leaving the account with a credit balance of $Additionally, T-Mobile added the international block on the remaining three mobile numbers As T-Mobile wants to ensure that our customers are provided the best experience possible, on June 5, 2017, T-Mobile credited $for the remaining international calling charges leaving the account with a credit 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 Chris L [redacted] Executive Response

June 1, 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 May 19, 2016, regarding the above-referenced accountT-Mobile is pleased to have resolved this matter to Ms***’ satisfactionT-Mobile regrets any concerns that Ms [redacted] has experienced regarding her recent insurance claim through Assurant Solutions Inc(“Assurant”)Our records indicate that on April 24, 2016, Ms [redacted] contacted Assurant to file an insurance claim for a damaged handsetOur records confirm that on April 25, 2016, Ms***’ insurance claim was authorized and shipped by Assurant, and was delivered on April 26, Please note the replacement handset included a prepaid mailing label and packaging for the return of the claimed handset directly to AssurantWe are sorry to hear that the handset was delivered to the wrong address and had to be rerouted; it is important to note that the claim and delivery process was handled by AssurantA review of Ms***’ account confirms that she has not been assessed any non-return fee by T-Mobile or for T-Mobile on behalf of AssurantIn addition, it is important to note that although Assurant asks that claimed handsets be returned to them within seven days of delivery of the replacement device, they will not charge customers a non-return fee until days following the delivery of the replacement handsetPlease note that a search for Ms***’ handset confirms that the device was errantly returned to the T-Mobile warehouse on May 17, Upon speaking with Ms [redacted] regarding this matter, she indicated that the device was sent using the enclosed Assurant packagingIn an effort to amicably resolve, this matter, T-Mobile assured Ms [redacted] that should the $non-return fee be assessed to her account due to the handset being returned to the wrong warehouse, T-Mobile will remove the fee accordinglyIn addition, for her inconvenience in this matter, T-Mobile issued an account credit in the amount of $131.56, bringing the account to a revised zero balanceMs [redacted] accepted these offers as resolution in full to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCKayla J [redacted] Executive Response

May 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced accountT-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 T-Mobile accountT-Mobile records confirm that, on February 15, 2017, Mr***’s account was subscribed to the T-Mobile ONE family rate plan which provides unlimited talk, text, and high-speed data for four lines of service starting at $per month and $per month per additional line of service including applicable taxes and feesThe monthly cost of all the services described is $per month including applicable taxes and fees Please be advised that customers who are subscribed to the T-Mobile ONE rate plan can receive a $monthly credit per line by enrolling in AutoPayAutoPay 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 customerPlease note that Mr [redacted] may enroll in AutoPay by contacting Customer Care or online at www.T-Mobile.comBy enrolling in AutoPay, Mr***’s monthly cost would be reduced to $per month including applicable taxes and fees Additionally, T-Mobile regrets any concerns Mr [redacted] has experienced regarding his recent efforts to have new users added to his accountPlease note 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 handset Please be advised that, once added to the account by the account holder, authorized users of the account are able to activate lines of service, upgrade equipment, and add or change plans and featuresIf a person is not listed as an authorized user of the account, then they will not be able to make any changes to an account or attain any information in relation to that account without prior authorization from the account holderAuthorized users may be added to the account, by the account holder, by contacting Customer Care or visiting a T-Mobile store In an effort to amicably resolve the matter and as a courtesy to Mr***, T-Mobile agreed to apply a credit in the amount of $toward Mr***’s accountPursuant to our conversation, the matter is resolved and Mr [redacted] 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***’s contact with our Customer CareT-Mobile regrets any inconvenience to Mr*** Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

October 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 14, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms [redacted] , which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter We regret any inconvenience to Ms [redacted] regarding her device’s functionality and our Handset Exchange ProgramT-Mobile appreciates the opportunity to address Ms [redacted] ’s concerns T-Mobile records indicate on April 7, 2017, Ms [redacted] took advantage of our Equipment Installment Plan (“EIP”) to purchase a Samsung Galaxy S Edge 32GB Silver device priced at $Ms [redacted] remitted a payment of $as a down payment and agreed to monthly installments of $eachAlthough there is no insurance for the handset in question, the non-working handset may be eligible for replacement through the Limited Warranty via our Handset Exchange Program with a $plus tax Warranty fee As such, on October 3, 2017, Ms [redacted] took advantage of our Handset Exchange Program and a handset replacement was orderedOn October 9, 2017, the replacement device was delivered to one of our retails stores and was ready for pick up at that time and text message notifications were sent to Ms [redacted] to notify her of thisRegrettably, the replacement device was not picked up and as such the order was eventually cancelled and the replacement device was returned to T-MobileWe regret any inconvenience this matter may have caused Nonetheless, on October 14, 2017, another handset replacement was processed for Ms [redacted] In an effort to ensure Ms [redacted] received her replacement device, T-Mobile delivered the device directly to Ms [redacted] ’s address and the device was delivered on October 18, In a further effort to resolve Ms [redacted] ’s concerns, on October 18, 2017, T-Mobile applied a courtesy credit of $due to the delay in delivery of her replacement device as well as waiving the $Warranty feeCurrently, Ms [redacted] ’s account remains active with a revised balance of $due on October 28, T-Mobile regrets any inconvenience to Ms [redacted] and we appreciate her time and efforts in resolving it 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 Sal O [redacted] Executive Response

March 11, 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 March 5, 2016, regarding the above-referenced accountWe sincerely regret any misunderstanding regarding the activation of Mr [redacted] account type and pricingAs previously indicated in our response to your office dated March 3, 2016, T-Mobile investigated this matter and our records indicate that on November 3, 2015, the above referenced account was activated and subscribed to the Simple Choice North America Unlimited Talk, Text plus Data rate planIt is important to note that while the above mentioned rate plan is a month to month plan with no contractual obligation, it is not a prepaid planAs a courtesy and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $for the pro-rated charges incurred from January 5, to February 4, plus six restore fees and applicable taxesAdditionally, on March 3, 2016, T-Mobile provided Mr [redacted] with the instructions needed to unlock his devices via the unlock applicationPlease note Mr [redacted] account remains closed with a zero balanceUpon T-Mobile’s conversation with Mr [redacted] and as indicated in his letter to your office he advised his concerns have been resolvedBased 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, INCLizette C [redacted] Executive Response

April 11, 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 c***pondence dated April 7, 2017, regarding the above-referenced accountPlease be advised that we have made an attempt to contact Mr [redacted] , which was proven unsuccessfulAs such, T-Mobile will make every effort to address his concerns within this letter T-Mobile regrets any concern to Mr [redacted] in regards to his international dialing chargesT-Mobile records confirm that on February 20, 2017, Mr [redacted] added a second line of service ending in [redacted] to his T-Mobile account and subscribed to T-Mobile ONE Plus International add on feature which includes T-Mobile’s International Dialing Plan to allow customers to dial internationally at a discounted rate per minutePlease be advised that there is a toll of $cents per minute for calls placed to the Philippines with the International Dialing Plan and $per minute without the serviceT-Mobile records confirm that on March 19, 2017, Mr [redacted] was billed a total of $including applicable tax for calls placed from February 20, 2017, through March 18, on his new mobile line of service ending in ***It is T-Mobile’s position that the charges are valid and owed However, in an effort to amicably resolve this matter, on April 10, 2017, T-Mobile applied a credit in the amount of $to Mr [redacted] ’s account for the billed international calls leaving a balance due of $immediatelyMr [redacted] should note that his mother, the end user, has placed outbound international calls for which he currently has a pending charges of $for the calls that will reflect in his bill dated April 19, Please note that this fee may increase if international calls continueMr [redacted] may contact Customer Care at 1-800-937-should he would wish to block the international dialing optionT-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 Oscar T [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:Date Sent: 8/4/5:05:PMComplaint: [redacted] I am rejecting this response because:T-Mobile needs to rectify this issue We opened an account with them 2/It is now 8/and no refund This is the 2nd Revdex.com case and they are certain to make contact when the case is open, but as soon as it's closed, mums the word Zero contact Zero responses This is asinineIf they would like to contact me, they can do so via e-mail as they were previously until the case closedThis is extremely simple Refund the amount promised when setting up the account Do not deceive your customers.Sincerely, [redacted] ***

July 15, 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 10, 2015, regarding the above-referenced account T-Mobile records reflect that Ms [redacted] purchased a Samsung Galaxy Son January 6, 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 Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage With regard to Ms [redacted] ’ handset, upon receipt we examined it and it was found to have sustained physical damage to LCD which is not covered under the warranty Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms [redacted] at the time of the exchange This information is also in the users’ manual and in the material that accompanies the replacement handset Based on the above information it is T-Mobile’s position that the $out-of-warranty fee was validly assessed However, as a courtesy and in an effort to amicably resolve this matter, on July 2, 2015, T-Mobile applied a credit of $towards the $out-of-warranty charge; bringing the charge owed to $ On July 14, 2015, T-Mobile applied an additional courtesy credit of $for the remaining portion of the out-of-warranty charge Ms [redacted] ’ T-Mobile account now reflects a balance of $due by July 13, 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 Luv V [redacted] Executive Response

May 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] T-Mobile Account Name: [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 9, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr [redacted] ***, and that he has designated Ms [redacted] as an authorized user of the accountT-Mobile regrets any dissatisfaction Ms [redacted] encountered with our serviceOur records indicate on March 5, 2016, Ms [redacted] took advantage of our Equipment Installment Plan (“EIP”) with purchase of a Samsung Galaxy S Edge Plus 32GB Gold device and chose to add Premium Handset Protection (“PHP”) insurance at $per monthAlthough there is insurance for the handset in question, the non-working handset may be eligible for replacement through the Limited Warranty via our Handset Exchange ProgramAs such, on May 2, 2016, Ms [redacted] contacted our Customer Care to report the various issues with her deviceAfter the proper troubleshooting was completed, it was determined that his device needed to be replacedAt the time, Ms [redacted] declined our offer to exchange her device under the warranty as she may receive a “like new” device and could not be guaranteed a brand new devicePlease note, T-Mobile does not manufacture the devices and cannot guarantee a brand new device replacement under the Limited Warranty via our Handset Exchange ProgramWe regret any inconvenience Ms [redacted] experienced with her deviceT-Mobile further regrets Ms [redacted] loss of her contactsPlease note smartphone devices have several ways to back up important information such as contacts and photosIn Ms [redacted] case, her Samsung Galaxy S Edge Plus device has the option to move device contacts not already saved to her Google or Samsung account among othersMs [redacted] may contact our Customer Care at 800-937-or log on to our website at www.t-mobile.com for furthers steps and options to back up her dataNonetheless, in an effort to amicably resolve Ms [redacted] concerns, on May 11, 2016, T-Mobile provided a brand new Samsung Galaxy S Edge Plus 32GB Gold device at no additional costWe simply requested she returns her non-working device to T-Mobile in exchangeAlso, Ms [redacted] agreed that in the future should her device encounter issues, she can process an exchange under our Handset Exchange Program, however it cannot be guarantee the replacement will be a brand new deviceMs [redacted] accepted the new device and the exchange program terms as resolution to her concernsBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCSal O [redacted] Executive Response

March 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 March 2, 2016, regarding the above-referenced accountPlease be advised that the account holder of record is [redacted] , and that she has designated [redacted] as an authorized user of the 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 concerns Ms [redacted] encountered with unlocking her iPhone T-Mobile records confirm that on February 29, 2016, Ms [redacted] submitted a request to unlock her iPhone 128GB with IMEI number [redacted] It is important to note that all SIM unlock requests for iPhones are submitted through Apple directlyUnfortunately, Apple was unable to provide a SIM unlock for Ms [redacted] ’s above deviceFurther records confirm that when Apple responded to the SIM unlock request, the reason code they provided for the declined request stated “Non T-Mobile Device, Other or [redacted] ”Please note that Ms [redacted] ’s iPhone with the above IMEI number is in fact a T-Mobile device and was never a [redacted] phoneT-Mobile spoke with Ms [redacted] and she stated that she would be in Morocco for two more weeks and then will be traveling to Australia and that she would be returning stateside on or around June 20, In reviewing Ms [redacted] ’s account our records confirm that roaming charges totaling $were assessed to her February 28, 2016, billing statement for usage while in MoroccoAdditional records reflect that Ms [redacted] has pending charges totaling $for roaming while in Morocco which will be billed to her March 28, 2016, billing statementIn an effort to amicably resolve this issue, T-Mobile has applied a $credit to Ms [redacted] ’s account for the roaming charges billed to her February 28, 2016, billing statement for mobile number ending in ***We will follow up after the March 28, 2016, billing statement is made available and apply credit for the roaming charges billed through today’s date up to $Ms [redacted] ’s account now has an outstanding balance of $and she may verify this by visiting www.T-Mobile.comMs [redacted] advised that she was going to purchase an unlocked iPhone 4s while in MoroccoWe advised her that as a courtesy we would refund her for the purchase price of the deviceMs [redacted] must email her receipt to my attention at [email protected] we receive Ms [redacted] ’s receipt for the purchase of the iPhone 4s we will follow up on June 20, 2016, per her request, and mail a prepaid debit card to her to refund her for her purchase costFurthermore, we will replace Ms [redacted] ’s iPhone with an unlocked iPhone once she returns to the United StatesWe will follow up with Ms [redacted] on June 20, 2016, to complete this requestBased 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 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account Nos [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced accountsPlease be advised that T-Mobile has successfully resolved Ms [redacted] concerns to her satisfaction Please be assured that T-Mobile strives to provide world-class Un-carrier experience to all of our customers on each and every contactWe apologize if any T-Mobile employee failed in any way to display that to Ms [redacted] during recent contacts without Executive Response teamPlease note that from May 30, through June 1, 2017, our office corresponded with Ms [redacted] via email and during that conversation we were able to resolve her concerns T-Mobile records confirm that when the mobile number ending in [redacted] on Ms [redacted] business account ( [redacted] ) and the mobile number ending in [redacted] on her personal account ( [redacted] ) were requested to be ported out, the port request was authenticatedMeaning the individual requesting the port verified the billing account name, account numbers, mobile numbers, and pass codes to the accounts and as such they were ported out to another carrier thus canceling their service with T-Mobile on July 17, T-Mobile regrets any inconvenience to Ms [redacted] regarding the port process In an effort to amicably resolve Ms [redacted] concerns to her satisfaction, T-Mobile applied a credit in the amount of $for the LG Vshe returned to her personal account and a second credit of $for billed installments leaving a credit balance of $on her personal account Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Chris L [redacted] Executive Response

October 18, 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 2016, regarding the above-referenced accountT-Mobile continues to work with Ms [redacted] regarding her concerns as our goal is to ensure they are resolved to her satisfactionT-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms [redacted] may have encountered following her interaction with our sales associatesT-Mobile appreciates the feedback Ms [redacted] has provided as it allows us to take the necessary steps to prevent experiences such as these in the futureMs***’s account is currently subscribed to the Family Match Voice 10GB plan with a monthly cost of $for the first two lines and $for each additional lineAs Ms [redacted] account has three active lines, the monthly cost of the rate plan is $plus applicable taxes, fees, and surchargesEach of the lines is also subscribed to the JUMP! feature with a monthly a cost of $The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle plus the benefit of traditheir current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that deviceCustomers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting periodWhen combined with the cost of the rate plan, the total in monthly service costs is $plus applicable taxes, fees, and surchargesT-Mobile records indicate that, on June 4, 2016, Ms [redacted] qualified for and took advantage of our EIP offering with the purchase of three Samsung JhandsetsEIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in installmentsBased on Ms***’s personal credit history at the time of her 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 three devicesWhen combined with the monthly cost of her services, Ms [redacted] could expect monthly recurring charges to total $plus applicable taxes, fees, and surchargesT-Mobile regrets any confusion Ms [redacted] may have experienced in regards to the expected monthly cost of her service and equipmentFrom May 27, through June 9, 2016, eligible T-Mobile customers who bought any Samsung smartphone on EIP, and activated a new line, could get a second Samsung smartphone of equal or lesser value for free via rebateT-Mobile records confirm that Ms [redacted] did meet the qualifications for this offer, and on September 8, 2016, the rebate request was submitted via the https://promotions.t-mobile.com/ web siteThe request was approved on September 9, and mailed to the address provided by Ms [redacted] on September 29, 2016; Ms [redacted] should receive it soon if she has not received it alreadyWhile it is T-Mobile’s position Ms [redacted] is being billed accurately, we wish to provide her with a truly un-carrier experienceT-Mobile has offered to apply a lump sum credit of $which is equivalent to the $monthly cost difference for a period of monthsT-Mobile asks Ms [redacted] to contact our Executive Response Team at the number below within days from the date of this letter if she wishes to take advantage of this offerBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCLiana G [redacted] Executive Response

April 4, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] 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 1, regarding the above-referenced account Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accountsInvestigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will be unable to provide any account specific information but we are happy to address his concerns regarding coverage at the address provided T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr [redacted] is having issues with his serviceOur Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr [redacted] should expect moderate coverageAs Mr [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to dayAt this time, T-Mobile has no enhancements planned in this area While again, we are unable to speak specifically to the account, as the Un-carrier, T-Mobile has eliminated contractsWhile we would regret any customer cancelling their service, if a customer finds that our service does not meet their needs they are free to cancel their service at any time as there is no contractual obligation 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 David T [redacted] Executive Response

Revdex.com: Hi Revdex.com, Thank you for so much for helping me to resolved my issueI'm just let's you know that T-Mobile, they reach me and keep their promises ,I'm happy now for further if they add any other option to reverse this rebate then I'll need again your judgment So, thank you again to help me for solved this problems Thanks & regards, [redacted]

July 26, 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 accountT-Mobile makes every effort to provide complete and accurate information to our customers on each interactionWe apologize if any T-Mobile employee failed in any way to display that during Ms [redacted] ’s recent contact with our Retail StoreT-Mobile’s JUMP! On Demand (“JOD”) 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 anytimeA lease may be initiated by either the Billing Responsible party or any Authorized User on an accountWhen a phone is subject to a lease, T-Mobile, not the customer, owns the phoneThe rolling twelve month period during which a customer may upgrade three times begins when the customer completes their first JOD upgradeJOD does not include handset insurance, or Premium Handset Protection, which may be added separately within days of beginning a leaseAn insurance claim was completed on May 16, 2016, to replace an Apple iPhone 64GB Gold handsetCustomers who want to make a JOD upgrade must upgrade to a different model or memory size phoneOn May 14, 2016, T-Mobile’s retail location agreed to complete a JOD by allowing a trade from an Apple iPhone 64GB Gold handset to an Apple iPhone 64GB Gray handsetT-Mobile records do not indicate that the deferred return handset has been received at T-Mobile’s National Return CenterA customer may choose to purchase their leased device at any time during the 18-month lease termA lease buyout must be completed at a Retail Location or through Customer CareThe customer is responsible for the remaining lease payments, the purchase option price and all applicable taxesOnce paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statementIn an effort to resolve this matter amicably, T-Mobile closed the JOD lease for the Apple iPhone 4GB Gold handsetIn addition T-Mobile applied an account credit of $55.52, for the lease payments and applicable taxes assessed in the May 27, 2016, and June 27, 2016, billing statements, for this handsetThe account credit results in a credit balance of -$55.52, reflected on the accountT-Mobile regrets any inconvenience to 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, INCPancho Q [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I am still awaiting for the proposed solution, which is the new iPhone, to be deliveredI won't be able to accept and close this case until I received the phone and test its reception signalI am just notified by UPS that it will be delivered on 8/ Sincerely, [redacted] ***