Integrated medical

February 1, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] purchased two phones, citing one was delivered December 18, 2015, and the second device delivered December 21, 2015, but neither was receivedAfter speaking with Customer Care and FedEx, he was informed that one of the devices was delivered to an incorrect address and the second device could not be locatedHe requested that VMU send him the phones or refund his money immediately Our records reflect that Mr [redacted] placed a new order for a LG Tribute on December 14, 2015, and was delivered on December 18, A second order was processed for an LG LS Stylus on December 18, 2015, and was delivered on December 21, Mr [redacted] reported that he did not receive either deviceOur records further reflect that the LG Tribute order was delivered to an incorrect addressWe attempted to process a new order for an LG Tribute, but that device was out of stockAs a result, a refund was processed back to his credit card on January 21, A new equipment order was processed at no cost to him for an LG LS Stylus on January 22, 2016, which was received and activated on January 25, Regarding his second order for an LG LS Stylus, that order was not locatedTherefore, a new equipment order was processed on January 21, 2016, which was delivered by FedEx to an incorrect address on January 22, 2016; however, Mr [redacted] was able to visit the address where the device was delivered and successfully retrieved his equipment orderSubsequently, he activated his device that same day During our conversation with Mr [redacted] on January 25, 2016, we explained the information detailed aboveHe confirmed having activated both devices on his accountIn addition he is waiting on his refund for his LG Tribute order that he never receivedDuring a folle-mail received from Mr [redacted] on January 28, 2016, he confirmed receipt of his refund for the LG Tribute order that he did not receiveWe are pleased to inform that he considers this matter resolved If Mr [redacted] has questions regarding these concerns, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 10:a.mto 6:p.m., Central Time Sincerely, Donnetha C Executive Service Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I regretfully accepted what VM offered Per VM, even if I pay the balance that I owe on the phone, I may not be able to use all the functions on the phoneI felt that my only choice was to accept the offer extended or pay for a phone that I don't know if t will work once unlocked I am paying for a more than $phone and $dollar is not going to make that much of a differenceEven though an apology was given, VM seem to imply that it's no big deal, the things that happened with their billing services or policies To continue with this back and forth writing will not change the policy, so I will give in now.Thank you Revdex.com for helping me in this complaint I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

This is classic bait and switchI was forced to pick a different company due to negligence, misinformation and stalling Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

[redacted] < [redacted] B@ [redacted] >10:AM (hours ago)tomeHi, I had filed a Revdex.com complaint against Virgin Mobile/ Sprint.# [redacted] I want to thank your office for acting on my complaint so quickly.I had been waiting about days to receive a refund from their companythat was supposed to take to daysIt was a lot of money to me.After your office contacted them, I received a phone call, an apology, andthe money was refunded back to my account .It is nice to know that some one is there to help people fight back againstpoor customer serviceI appreciate the great job your office has done.Thank you, [redacted]

January 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry Ms [redacted] requested a new device, citing she purchased an iPhone Plus and activated it on December 27, 2016, and the device stopped working on December 28, Ms [redacted] was advised she would need to return the device at her own expense for a refund During our initial conversation with Ms [redacted] on December 30, 2016, we explained that per the VMU Terms and Conditions, phones purchased directly from the VMU website may be returned for a full refund within days of purchase, and must include the original receipt, packaging materials and all components In addition, VMU devices are sold with a one-year manufacturer’s warranty VMU does not manage those equipment warranties; therefore, any warranty repair or replacement inquiries should be directed to the equipment manufacturer, not VMU We advised Ms [redacted] that since she purchased the device on December 9, 2016, it was outside the return policy However, since she had followed the manufacturer’s warranty steps and was provided with a replacement device from Apple, we offered to send her a UICC card in order for her to be able to activate her iPhone Plus deviceWe have confirmed the UICC card was delivered and was activated on January 3, During our subsequent conversation with Ms [redacted] on January 11, 2017, she confirmed the device was functioning properly As a demonstration of our commitment to customer service excellence, we offered to apply $credit to offset one month of service charges We are happy to inform you that Ms [redacted] confirmed satisfaction with our resolution We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Veronica BExecutive Service Analyst Tell us why here

March 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] filed on behalf of account holder [redacted] regarding our Virgin Mobile USA product In his inquiry, Mr [redacted] expressed his concerns regarding his recent interaction with our VMU Customer Care representatives while attempting to get the account number so that he can port out the telephone number to a new service provider In addition, he later found out that his device was locked with VMU He further advised that he paid in full for his HTC Desire that was purchased outside of VMU and now it is locked with VMU He requested that VMU unlock his HTC Desire We appreciate Mr [redacted] ’ taking the time to provide us with the details of his recent experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review Unlocking a device is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.virignmobile.com/unlock VMU will unlock a device under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked The device has been active on the associated account for at least months with the account active during that time During a previous discussion with Ms [redacted] on February 27, 2017, we confirmed that her account ending with [redacted] was ported out and as a result, her account was cancelled February 17, She disputed that the purchased HTC Desire was not a VMU device and that it should not be locked; therefore, she requested that we unlock her device We invited her to provide a copy of her proof of purchase that reflects it is not a VMU handset and that it was purchased unlocked She agreed to e-mail us a copy of her proof of purchase After reviewing Ms [redacted] ’ HTC Desire device unlock request, we confirmed that her device is not eligible for unlocking due to her device not meeting the month activation timeframe associated with the unlocking eligibility requirements In a recent attempt to follwith Ms [redacted] , we received a folle-mail from Mr [redacted] on March 8, 2017, confirming that their sales receipt reflects that they purchased a VMU handset Based on the information provided, we found no error on part of VMU in this matter As a result, we must respectfully decline to unlock his HTC Desire Although Mr [redacted] and Ms [redacted] disagree with the information provided, we believe we have addressed his device related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] and Ms [redacted] If he or she has any further questions regarding this concern, he or she can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

April 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attentionIn her inquiry, Ms [redacted] indicated that she contacted VMU to order an iPhone 6s Plus; however, when the package was received on February 29, 2016, it contained the wrong deviceShe further indicated that she immediately returned the package to VMUOn March 15, 2016, she contacted VMU Customer Care and was advised to allow 5-to receive a refund of $to her credit card for the returned deviceAt the time of the filing she had not received her refund After researching this matter it was determined that on March 18, 2016, received a chargeback for the disputed amount from Ms***’ financial institutionBecause we were able to verify receipt of the returned device the chargeback will not be disputed by VMUAs a result, VMU is no longer in possession of the funds associated with the purchaseWe spoke with Ms [redacted] on April 7, 2016, and explained that due to the chargeback, no refund is dueAt that time she agreed to contact her financial institution to try and secure the fundsDuring a folldiscussion with her on April 12, 2016, she verified that no further assistance is needed We regret any inconvenience this matter may have caused Ms***If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Chris H Executive Services Analyst

January 19, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Thank you for forwarding the above-referenced inquiry of Mr [redacted] to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn his inquiry, Mr [redacted] indicated that he requested call detail records for March 2015, and was advised that we are unable to meet with his request During our discussion with Mr [redacted] on January 19, 2016, we explained that we are proud to offer simple and affordable unlimited plans for our customers while maintaining a wireless network able to meet the growing appetite for an enhanced mobile experienceUnlike our billed services, the purchase of prepaid service does not include bills or account statementsAs a result, we do not have records of calls made or received available upon requestCustomers may obtain call history by viewing recent calls and usage on their devices or by logging into their account at [redacted] We further explained that our internal records allow us to view days of usageFor any records requests for items older than days, proper legal demand must be presentedMr [redacted] expressed his understanding We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Chris H Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: this is fraud They gave me a month warranty for the phone @$ That divided by months equals $a month This phone lasted months before I started having problemsI think they should pay me for the remaining months that I could not use it That comes to $for the months that I can't use itThen times that by two for my husbands phone What good is a warranty if they are not going to stand behind it If you can't give an equal exchange then you should have up graded me, instead of down graded me That was an insult.The correct statement should be " could not text ANY phone after 4:00pm Regards, [redacted] ***

April 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr [redacted] stated that he was advised via e-mail correspondence from a VMU representative that the LG Volt has 1.5GB Ram/16GB Rom; however, according to the customer, it comes with 1GB Rom/8GB RamAs a result, he wishes to return the device for a refund, but does not want to pay for shipping costs due to the misrepresentation of the deviceHe requested a refund for the device he returned on March 10, 2016, plus the shipping costs We regret any misunderstanding that may have occurred during Mr [redacted] ’s attempts to receive his refundDuring our discussion with Mr [redacted] on March 18, 2016, we advised that our Social Media team provided a credit of $to his account on March 15, 2016, to offset the costs of shippingIn addition, we offered to order a different device to accommodate the desired amount of storage; however, Mr [redacted] declined our offer and indicated that he has already purchased a device and service with another cell phone providerWe confirmed with Mr [redacted] that the device refund has already been processed in the amount of $85.59, and that he should receive it in to business days During a follcall to Mr [redacted] on April 5, 2016, he confirmed that he received his refund and had no further questions or concerns regarding this matter On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr [redacted] If he has additional questions regarding this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 8:a.mto 4: p.m., Central Time Sincerely, Shannon P Executive Services Analyst

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] - Rebuttal, [redacted] Assurance Wireless Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Assurance Wireless product We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry Ms [redacted] stated that she was advised that she was eligible for an upgrade to an Android device; however, when she contacted Assurance Wireless Customer Care she was told that an upgrade is not available at this time and there is no exact date when it will become availableMs [redacted] also stated that Android devices are advertised on the Assurance Wireless website She requested to have an android device shipped to her without any further delay In a previous discussion with Ms [redacted] on December 6, 2016, she provided feedback regarding her dissatisfaction with currently offered equipment for the Assurance Wireless product We advised Ms [redacted] that at this time Assurance Wireless is offering Android devices to new customers only, and that we do not have an estimated date for upgrading existing customers Our records reflect that Ms [redacted] ’s account was cancelled at her request on December 5, 2016, due to her choosing a new Lifeline service provider During our discussion with Ms [redacted] on December 23, 2016, she confirmed that this matter has been addressed and that she no longer requires any further assistance from our office On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter If we may be of further assistance with this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

January 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] - [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr [redacted] has requested clarification regarding VMU unlocking policies regarding an iPhone 4S device purchased on December 18, 2013, and activated on a VMU accountMr [redacted] has indicated that he would like the device in question unlocked Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) VMU will unlock a device unlock under the following circumstances: • The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked • The device has been active on the associated account for at least months with the account active during that time We have confirmed that Mr [redacted] ’s iPhone 4S associated with phone number ###-###-#### is eligible for unlock as outlined in our unlock policyAs such, the Master Subsidy Lock (MSL) for the iPhone 4s was provided to Mr [redacted] on December 30, Although Mr [redacted] expressed his dissatisfaction that his iPhone 4s was not also provided a DSU code, we have meet our obligation by providing the MSL code as outlined in our unlock policy On behalf of Sprint, I apologize for any inconvenience this matter may have causedIf we can be of further assistance with this matter, you can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Kendra O Executive Services Analyst

December 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] indicated that he is experiencing issues with text messaging services He advised that his outgoing text messages are delayed by five minutes or more, and incoming messages are delayed for hours After a review of our records we were unable to identify any VMU network event that could be attributed to this matter In an effort to gain a clearer understanding of Mr [redacted] ’s concerns we attempted to reach him on November 14, and 23, 2016, at the phone number and e-mail provided in his inquiryUnfortunately, our attempts to reach him were unsuccessful In addition, a letter was sent on November 23, 2016, via the United States Postal Service (USPS) to the address provided in his inquiry inviting him to contact us for assistance We regret any inconvenience this matter may have caused Mr [redacted] If we can be of any further assistance with this issue, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Veronica BExecutive Services Analyst

March 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] on behalf of Ms [redacted] regarding our [redacted] USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] is requesting to have Ms [redacted] ’s iPhone 5s unlocked, stating the reason why they had to port out was due no service at their current address In addition, they were advised to call back in February 2017, to request the device unlock Unlocking a device is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at [redacted] [redacted] USA will unlock a device under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked The device has been active on the associated account for at least months with the account active during that time After a review of our records, we confirmed that Ms [redacted] ’s iPhone 5S device associated with phone number ending in [redacted] was activated on February 25, 2016, and cancelled on December 23, As such, Ms [redacted] ’s device was not eligible for unlocking as it has was not active for the required months During our initial conversation with Mr [redacted] on March 15, 2017, we provided the information detailed above However, due to any possible misinformation provided, we agreed to request device to be unlock as one-time exception Mr [redacted] agreed to continue working with our office During our follconversation on March 16, 217, we verified that the iPhone 5s in question has been unlocked, and he considers this matter to be fully resolved We regret any inconvenience this matter may have caused Mrand Ms [redacted] If we can be of further assistance with this issue, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Veronica BExecutive Services Analyst

September 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint referenced above, filed by Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] indicated that his VMU account was shut down without his knowledge, leaving a paid balance of $229, which was removed from the account Mr [redacted] further indicated that he was advised all he had to do was call every month to use the account balance to meet his Trequirements; however, after either April or May, he was informed he no longer had to call in and may continue using the service using the accumulated balance Mr [redacted] requested to have a new account activated and the paid balance to be added back Our records reflect that Mr [redacted] ’s account was activated on December 26, 2004, and was subscribed to a Pay-As-Yservice plan, which required a $payment every days, or $every days Further, any paid balance not used prior to the termination of VMU service is forfeited Our records further reflect that on April and 22, 2016, text messages were sent to the device regarding a payment due and possible termination of the account should payment not be remitted Our records further reflect that Mr [redacted] ’s account was cancelled on June 22, 2016, because a payment to meet his Trequirement was not made On August 25, 2016,Mr [redacted] contacted VMU Customer Care and was informed of the reasons why the account was cancelled During our conversation with Mr [redacted] on September 12, 2016, we explained the information detailed above Due to any possible misunderstanding that may have occurred, we agreed to restore the balance in the amount of $to a new VMU account as well as extend the current through date until September 12, 2017, allowing Mr [redacted] the opportunity to use his account balance without having to remit any further payments until that date, or until the balance is depleted During our subsequent conversation with Mr [redacted] on September 15, 2016, we were able to assist with the activation of his device We are happy to inform you that Mr [redacted] agreed with the information provided and confirmed his satisfaction with our resolution We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] BExecutive Service Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I knew about their policybut their customer service is so crappy I couldn't get a hold of themThat's why it took so longI returned their phone unopened and they want to charge a freaking restocking feeeven though if they actually a true return option and not all of the bs lies they have, I could have returned the phone within one day of getting it Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

February 18, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Virgin Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the... above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] expressed her concerns with the equipment warranty process, citing she has contacted her device manufacturer and after troubleshooting her device, they offered to replace her device with an inferior model device. As such, she is requesting a new replacement device. Starting November 19, 2014, VMU implemented a new $25 fee for warranty replacements to all Virgin Mobile phones on a Beyond Talk service plan, which is payable at the time the warranty replacement is ordered. This fee can be waived one time within a 12-month rolling period for customers with phone insurance, or customers can contact the manufacturer to have the device concerns addressed under the one year manufacturer’s warranty. Our records do not support that she is paying the additional monthly fee for phone insurance; therefore, to have her device replaced, there will be a $25 fee assessed, plus taxes. During our discussion with Ms. [redacted] on February 11, 2016, we explained that the HTC device she originally purchased is out of stock and that is why HTC offered to replace her device with a different model phone. As resolution to the complaint brought forth, we exchanged her HTC Desire for a Samsung Galaxy J3 at no cost to her. We are pleased to confirm that Ms. [redacted] ’s satisfaction with the resolution provided. On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] has experienced regarding this matter. If she has any additional questions regarding these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:30 p.m. Central Time. Sincerely, La Taushia L . La Taushia L. Executive Services Analyst

October 24, Revdex.com [redacted] Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for for***ing the above-referenced inquiry of Mr [redacted] to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attention In his inquiry, Mr [redacted] indicated that he has been experiencing issues with his Assurance Wireless handset He requested that he be provided with a new, not refurbished, replacement device During our discussion with Mr [redacted] on October 20, 2016, we agreed to process a replacement order for a brand new Assurance Wireless compatible device During a folldiscussion on October 24, 2016, Mr [redacted] verified that the new device is active and meeting his expectations We regret any inconvenience this matter may have caused Mr*** If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

October 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] indicated that her service was interrupted twice and that she incurred $in service reconnection charges after making payment arrangementsShe requested that we refund those charges We regret any difficulty this matter may have caused Ms***However, we were unable to locate a Sprint account with the information providedAs such, we will need to speak with her directly in order to obtain additional details in order to proceed with our review Unfortunately, our attempts to contact Ms [redacted] by telephone and via e-mail on October 3, 12, and 13, 2016, were unsuccessfulIn addition, on October 13, 2016, we sent a letter to Ms [redacted] at the address she provided to your office, acknowledging our receipt of her inquiry and inviting her to contact us for assistance We regret any inconvenience this matter may have caused Ms***If we can be of any further assistance with this issue, Ms [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan S Executive Services Analyst