T-Mobile USA

Complaint: [redacted] I am rejecting this response because: my issue has been resolved.Sincerely, [redacted] ***

June 12, 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 30, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Mr [redacted] encountered regarding the accountBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customers like Mr [redacted] To be eligible for up to two free lines of service, which are offered through monthly bill credits, MsJones is required to maintain her T-Mobile ONE or qualifying Simple Choice rate planThe free lines of service must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines of service per accountSo long as Ms***’ account keeps the voice lines of service active, her Mobile Internet line, which she is disputing, is eligible for the free promotion T-Mobile records reflect that Mr [redacted] met all of the requirements for the Friends and Family offer as he activated two new voice lines of service, for which he is receiving the expected monthly bill creditsThose bill credits are reflected on page three of Mr [redacted] ’s most recent billing statement T-Mobile records confirm that as of November 24, 2016, Mr [redacted] subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $130.00, 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 all additional lines of service added after the first two are $each per monthPlease note that Mr [redacted] is eligible to receive a $discount per line of service if the account is enrolled in AutoPay Please note that Mr [redacted] ’s account number [redacted] was enrolled in AutoPay on August 10, 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 customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPayAs Mr [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided Furthermore, upon speaking with Mr [redacted] on June 9, 2017, T-Mobile informed him that he is receiving the corresponding monthly bill credits for the Friends and Family lines On Us offer Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] recent contact with our Customer CareT-Mobile regrets any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Abigail ***-R [redacted] Executive Response

October 27, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 19, regarding the above-referenced prepaid numberT-Mobile records confirm that Mr [redacted] is using a non-T-Mobile branded Motorola deviceIt should be noted that while unlocked equipment from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriersHistorically, the basic functions of the unlocked Motorola worked on our network; however, certain advanced features may work sporadically or not at allWe regret any inconvenience Mr [redacted] has experiencedFor customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limitedOnce our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their devicePlease 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 appreciate Mr [redacted] ’s feedback regarding how the information is provided to our customers that are a non-T-Mobile device to use on our networkIn an effort to amicably resolve this matter T-Mobile has mailed a new Samsung Jto mailing address provided by Mr [redacted] at no additional cost to him so that he can better use our serviceHowever, Mr [redacted] will need to go to point of purchase of the Motorola device that he purchased in regards to the refund for the Motorola device as T-Mobile was not involved in the sale of this device 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, INCAmor M [redacted] Executive Response

September 15, 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 7, 2017, regarding the above-referenced account T-Mobile is happy to report we have resolved Ms [redacted] ’s concerns to her satisfaction T-Mobile regrets any poor experience Ms [redacted] may have encountered while completing a Change of Responsibility (“COR”) A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or businessIt is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account Upon requesting a COR, Ms [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed In relation to mobile number ending in ***, Ms [redacted] advised that the number would be transferred to [redacted] , removing it from her account T-Mobile account notes confirm that Ms [redacted] approved the COR At that time, she was advised that [redacted] had to contact Customer Care within days to accept financial responsibility for the mobile number ending in *** Our records indicate that [redacted] did not contact T-Mobile within that timeframe and as such, the COR could not be processedAs a result, Ms [redacted] remains financially responsible for the mobile number ending in *** On September 6, 2017, Ms [redacted] elected to transfer the mobile number ending in [redacted] to another provider leaving her account with six remaining lines On September 8, 2017, T-Mobile spoke with Ms [redacted] in regards to her concern At that time, T-Mobile explained the COR process and reminded Ms [redacted] she will remain responsible for all lines on her account until any transfer or cancelation has been completed In an effort to address Ms [redacted] ’s misunderstanding with the COR process, on September 7, 2017, credits totaling $were applied to the account for the service charges in relation to mobile number ending in ***This adjustment was for charges during the billing cycles dated July 15, through the date of cancelation on September 6, Ms [redacted] ’s account remains active with a 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 Vanessa Q [redacted] Executive Response

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

September 15, 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 7, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience Ms [redacted] may have experienced with respect to her Carrier Freedom reimbursementPlease 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] recent contact with our retail location Please note that along with other qualifying factors that must be met, Carrier Freedom is only redeemable once in a lifetime per mobile phone line T-Mobile records indicate that on February 17, 2016, Ms [redacted] activated the above account with three mobile phone lines Please be advised that on March 20, 2016, T-Mobile issued a Carrier Freedom reimbursement for Ms [redacted] ’s three mobile phone lines totaling the amount of $ On May 23, 2017, Ms [redacted] cancelled her T-Mobile account by transferring her mobile phone numbers to another service provider T-Mobile records indicate that on August 19, 2017, Ms [redacted] transferred her mobile phone numbers back to T-Mobile from her previous carrier and reactivated her account Also on this date, Ms [redacted] submitted her previous carrier’s final billing statement for Carrier Freedom reimbursement; however since she received a previous reimbursement, her submission was declined In addition, at the time of reactivation, T-Mobile records cannot confirm that Ms [redacted] ’s account was eligible for a promotion totaling the amount of $ On September 7, 2017, in an effort to amicably resolve this matter, T-Mobile issued a prepaid debit card in the amount of $2,to Ms [redacted] for her Carrier Freedom reimbursement, which will be delivered within seven to ten business days from this date In addition, due to the misinformation provided to Ms [redacted] regarding a promotional credit totaling the amount of $300.00, a $billing credit was applied to her T-Mobile account updating her to a credit balance of $ Ms [redacted] was satisfied with this offer as a resolution to her concerns 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 Cesar R [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: I spoke with T-mobile respondents that reviewed the case back in January and also in may I spoke Adriana F [redacted] the president assistant of t-mobile she reviewed the case in January and saw that it was never a iPhone hanset exchange done in January the exchange was for a iPad Air In may those charges was dismissed I’m am constantly billed with extra charges from t-mobile every months there are devices under this account plan and the phones and tables are replaced with refurbished devices that are already damaged and was repaired and charged to the customers if they are lost in the mail as a brand new device.Technology never last once it’s already brokenI don’t know why this representative choose to bring the old warranty exchanges that were closed threw other representatives back in this caseI was only discussing the handset exchange issued for August that was never suppose to be foundThe tracking labels that are providing to the customers for their handset exchange program are sent directly from t-mobileI don’t believe that they could never find their phones that are sent to customers they just choose to harass their customers with extra billing feesI just don’t understand how representatives can waive the the fee because she found the tablet tracking number and this representative gets mad and add the charges back to the account I refuse to pay a out of warranty fee from January that’s been dismissed in MayIt should not take months for t-mobile not to find a phoneI never get any letters explaining what’s going on with the account they just bill my accountTheir should be more courtesy for the customers that pay their money to phone companiesPreowned phones should not cost as much as brand new out the box phones especially if they were already broken Sincerely, [redacted] ***

May 5, 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 April 23, 2017, regarding the above-referenced account T-Mobile records confirm that Ms [redacted] designated [redacted] as an authorized user on the account T-Mobile regrets that Mr [redacted] has concerns with a handset return T-Mobile records indicate that Ms [redacted] purchased an Apple iPhone Plus GB handset with our Equipment Installment Plan (“EIP”) on December 13, for the mobile number ending in As of the time of Ms [redacted] ’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it meets her needs If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase T-Mobile records indicate that the returned Apple iPhone GB handset was received on April 28, Please be advised that this is outside of the 14-day return period However; Mr [redacted] indicated that the handset was returned in December 2016, which we are unable to validate Nevertheless, T-Mobile closed the EIP for the returned handset and the five previous installments of $were credited to the account on May 2, In addition, a credit in the amount of $was issued to the account for the handset upgrade fee and shipping charges for the original order, which was issued a gesture of goodwill The $deposit that was paid at the time of purchase should be refunded within five business days T-Mobile appreciates Ms [redacted] and Mr [redacted] ’s business and we regret any inconvenience that they 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 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Ally Y [redacted] Executive Response

May 12, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Ms [redacted] regarding her closed T-Mobile account Unfortunately with the information provided, T-Mobile has been unable to locate a T-Mobile account for Ms [redacted] T-Mobile would ask that Ms [redacted] contact me at the number listed below with her T-Mobile account informationOnce received, T-Mobile will be happy to review Ms [redacted] ’s concerns and apprise her of our findings 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 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] T-Mobile Account Holder: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced accountPlease be advised that the T-Mobile account holder of record is [redacted] and that [redacted] has been designated as an authorized user T-Mobile regrets any payment difficulties Mr [redacted] may have experiencedOn May 16, 2017, Ms [redacted] was sent a billing statement in the amount of $which consisted of a past due balance of $as well as new monthly recurring charges of $240.48, with a due date of June 9, T-Mobile records indicate the following payments were received by T-Mobile; • $on May 19, 2017; • $on May 19, 2017; and • $on May 25, Please note that the payments above reduced Ms***’s balance to $However, as indicated in Mr [redacted] ’s letter to your office, the las two payments totaling $were made in errorIn an effort to resolve Mr [redacted] ’s concerns, on May 22, 2017, T-Mobile processed a refund to the original payment method of the payment remitted on May 19, 2017, which can take up to three business day to be completed After speaking with Mr [redacted] on May 2, 2017, he confirmed that the refund was receivedAs of the date of this correspondence, Ms***’s account reflects a balance of $due on June 9, T-Mobile regrets any inconvenience to Mr [redacted] and 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 Ronnie A [redacted] Executive Response

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 25, 2018, regarding the above-referenced account T-Mobile regrets any concerns Mr [redacted] may have encountered regarding the Corporate discountT-Mobile records confirm that on July 6, 2017, Mr [redacted] activated his accountPlease note T-Mobile paired with large corporations to offer corporate and government discounts to their employees who sign up for T-Mobile serviceAlthough the program is now grandfathered, any customers who had an existing discount could continue receiving that discount as long as the requirements were met T-Mobile records indicate that on July 6, 2017, Mr [redacted] subscribed to the T-Mobile ONE Arate plan for $for two voice linesAs the rate plan is provided at a discounted rate the rate plan is not eligible for the corporate discountHowever, in an effort to amicably resolve this matter, on April 27, 2018, T-Mobile provided Mr [redacted] with a one-time credit in the amount of $which is equivalent to the $corporate discount over a 12-month periodThe credit updated Mr [redacted] ’s account to a credit balance of $T-Mobile regrets any inconvenience to Mr [redacted] and is glad to confirm that he accepted the credit as a resolution to his concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext341- Very truly yours, T-MOBILE USA, INC Abigail [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: in response to MrT [redacted] claim of attempts to reach me, I was in response the same day each time I was contactedEach time I was contacted, I responded during the business hours on his voicemailI did not know or agree to receiving a prepaid MasterCard as payment method for my refundIn addition, I still have not received any refund or correspondence from T-Mobile and it has been ten days from the communication on March I would like a check overnight for the credit balance plus interest for failing to comply with their own proceduresA prepaid card is not very secure way of issuing s refundI believe that T-mobile is acting in a retaliatory manner for switching to a competitor after their failure to treat me with dignity and respect as a customer.Sincerely, [redacted]

May 1, 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 22, 2017, regarding the above-referenced account T-Mobile regrets any inconvenience to Mr [redacted] regarding his accountT-Mobile records reflect that Mr [redacted] had a balance of $due on April 21, Please be advised that on April 11, 2017, a payment of $posted to Mr [redacted] ’s accountIt is important to note that although T-Mobile’s Customer Care has the ability to submit a refund request for a customer; a refund request must meet all eligibility requirements prior to approvalWe apologize for any inconvenience the delay in processing may have caused Mr [redacted] Review of Mr [redacted] ’s account confirms that on April 25, 2017, T-Mobile refunded the amount of $to Mr [redacted] ’s bank 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 Mercedes V [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: 1, T-Mobile refused to admit that the referenced account (T-Mobile Account No [redacted] ) was created without my authorization or even my knowledge.2, T-Mobile refused to admit that it was T-Mobile’s fault that this account was created, which caused all the troubleT-Mobile representative MsG [redacted] told me during our phone conversation that the canceled account (account No [redacted] ) was opened under my name and address using “a social security number provided to T-Mobile”, that T-Mobile had no reason to believe that it was not me who was providing that information because “when we ran it (the social security number provided by someone to open account No [redacted] ), it came back as approved”She also informed me later that this social security number was not the same as the social security number associated with my current T-Mobile accountI could think of two possibilitiesOne is that T-Mobile did use my social security number to open this canceled account and now is lying about itThe other possibility is that T-Mobile opened an account under my name without checking if the credit was approved for meEither way it’s T-Mobile’s fault that this account was openedAdmitting this mistake is the first step in resolving my complaint.3, During our phone conversation on April 12th, 2017, T-Mobile representative MsG [redacted] mentioned that there would be an internal investigation on how this account was created but T-Mobile will not share the result of that investigation with me, even though this investigation is about how I was wrongfully charged.4, T-Mobile continued to act in contradiction to its own statement of “T-Mobile strives to provide world-class service to all of our customers on each and every contact”After responding to them on April 5th, 2017, I send an email to MsG [redacted] the same day as my response to her proposed solution, and to inform her that I had posted my response with Revdex.comI did not hear from T-MobileOn April 12th, I called MsG***, left her a voicemail message, and sent her another email to remind her that I was still waiting for T-Mobile responseShe then called me5, T-Mobile’s response on April 13th, to this complaint continued to be dishonestIt states that “T-Mobile asked that Ms [redacted] provide her correct social security number so we can confirm accuracy of the cancelled accountRegrettably, Ms [redacted] declined this request.” This is not trueAt the beginning of our phone conversation, Ms.G [redacted] informed me that the conversation was recordedIf we listen to the recording, we would hear that she asked me to verbally tell her my social security number over the phone, to which I refusedBefore asking me to tell her my social security number over the phone, she clearly stated that T-Mobile had compared the social security number on my active T-Mobile account and the social security number used to open account No [redacted] , and that T-Mobile had found the two not the sameThis clearly proves that T-Mobile has my social security number, which is associated with my current active T-Mobile account, which I have confirmed with MsG [redacted] over the phoneI declined to tell her my social security number over the phone because T-Mobile clearly already has my social security number on its file5, After I refused to tell her my social security number over the phone, MsG [redacted] told me that T-Mobile would not be able to verify if it was the same number used to open the cancelled accountThis was after she stated that T-Mobile had already compared and concluded that these were two different numbersAs an effort to help her do her job, I offered an alternative that she read to me the number used to open the cancelled account so I could tell her if it was mineShe declined Sincerely, [redacted] ***

October 11, 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 October 8, regarding the above-referenced account Please be advised that T-Mobile records indicate the account holder of record is [redacted] ***, and that he has designated [redacted] as an authorized user of the account We are pleased to report that we have resolved the matter to Ms***’s satisfaction We regret to hear of Ms***’s concerns regarding her recent handset purchase T-Mobile records indicate that on October 1, Ms [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase, if applicable, and agreeing to pay the remaining balance in monthly installments As Ms [redacted] had intended to pay for the device in full as opposed to financing the device, also on October 1, 2016, T-Mobile collected payment from Ms [redacted] for the remaining balance on the EIP thus the device was paid in full as Ms [redacted] intended T-Mobile provided a fourteen day return period at the time of Ms***’s purchase during which she would be able to return the device if it did not meet her needs Please note that devices returned within the return period may be subject to a restocking fee of up to $The return period is the same whether a device is purchased in full or with an EIP However, in an effort to amicably resolve the matter, on October 11, T-Mobile has ordered a new device for Ms [redacted] and asked that she return her existing device upon receipt to: T-Mobile USA, Inc Attn: David T [redacted] Menaul BlvdNE Albuquerque, NM Additionally, Ms [redacted] will not be required to pay the difference between her original device and her new device nor will we charge her a restocking fee We regret any inconvenience Ms [redacted] may have experienced 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***’s recent contact with our retail location 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 David T [redacted] Executive Response

August 9, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Account No [redacted] To Whom It May Concern: T-Mobile USA, Inc (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced accountPlease be advised that we have made several attempts to contact [redacted] which have proven unsuccessfulAs such, T-Mobile will make every effort to address any concerns within this letter and will forward a copy to [redacted] ** T-Mobile regrets any concern to [redacted] regarding the information provided about T-Mobile’s tourist plansPlease 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 [redacted] **'s recent contact with our retail location T-Mobile records indicate that on July 25, [redacted] visited a T-Mobile authorized retail location to purchase two Prepaid Tourist Plan sim cards for $per month which includes 1,minutes, unlimited text, and GB of 4G LTE dataWhile in the retail location, [redacted] was advised to purchase two regular prepaid plans for $50.00, which includes unlimited talk and text, and GB of 4G LTE data Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” T-Mobile regrets any inconvenience to [redacted] ** In an effort to amicably resolve [redacted] **'s concern, T-Mobile applied a credit of $to [redacted] **'s account, reducing his balance to a credit 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 Juan C [redacted] Executive Response

October 24, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: [redacted] Your File No [redacted] T-Mobile Prepaid No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated October 15, 2016, regarding the above-referenced prepaid numberT-Mobile regrets Ms [redacted] ’s concerns regarding her refund statusLikewise, we regret any coverage issues Ms [redacted] experiencedOur records confirm that on August 26, 2016, Ms [redacted] activated a T-Mobile prepaid account with the mobile number ending in ***At the time of activation, Ms [redacted] made a $payment plus applicable taxes and fees in order to initiate the $Monthly Prepaid rate plan she selectedRegretfully, as Ms [redacted] mentions in her letter to your office, she was unable to take advantage of her prepaid account due to service in her areaUnfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors and conditions that may interfere with actual service, quality, and availabilityT-Mobile records confirm that Ms [redacted] canceled her account on August 26, when she ported her mobile numbers to another service providerFollowing the port of mobile number ending in ***, Ms [redacted] requested a refund for the above mentioned $paymentPlease be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Accordingly, T-Mobile respectfully declined to provide a refundHowever, in an effort to amicably resolve this matter and as a courtesy to Ms [redacted] , T-Mobile has agreed to provide a $refund card which has been mailed to the address provided in her letter to your officePlease allow 7-business days for delivery from the date of acceptancePlease 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 CareBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INCAlberto V [redacted] Executive Response

Complaint: [redacted] I am rejecting this response because: Thank you for responding, I have tried to call you three times to chat but did not have any success nor call backThe credit you have applied to my account are not accurateStarting from 12/05/my bills were as follows:12/05/$190.6001/04/$230.8202/04/222.9803/04/180.55The total overcharges that were suppose to be due back to me to total $backdated from the original inception date of our contractI have spent MUTIPLE hours calling T-Mobile trying to get this fixed and it is sad that I have to resolve this issue, we have to go through a 3rd partyOnce again, please confirm my total monthly bill for the upcoming monthsMy total should be in the $rangeThanks Sincerely, [redacted]

April 6, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, Ste DuPont, WA Re: [redacted] Your File No [redacted] To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced file numberT-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 a credit inquiry from T-Mobile on his credit reportAll customers applying for new service with T-Mobile are required to have a credit checkIn order to run a credit check, customers are required to provide valid government-issued photo ID including a social security numberT-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements Nevertheless, upon speaking to Mr [redacted] and in an effort to amicably resolve the matter, T-Mobile has requested that the recent credit inquiry from T-Mobile be removed from Mr [redacted] ’s credit reportPlease note that it may take up to days for Mr [redacted] ’s credit report to reflect the changePursuant to our conversation, Mr [redacted] confirmed the matter is resolved and he has no further concerns Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr [redacted] ’s contact with our retail locationWe regret any inconvenience to Mr [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext [redacted] Very truly yours, T-MOBILE USA, INC Brandon M [redacted] Executive Response

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