Integrated medical

May 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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 attention In her inquiry, Ms [redacted] stated that she received a notice stating that she has to use her Lifeline phone once every days, and that her service would be interrupted in days from the date of the notice if a call was not made from the device Ms [redacted] further stated that she mailed a response letter to Assurance Wireless stating that she lost her device, and requested to have her service suspended and a new device sent to her She stated that she did not receive a new device; however, her she found her lost device on April 24, 2017, and contacted Assurance Wireless on April 26, 2017, requesting to have her service restored At that time, our representatives informed her that her that she would need to reapply for Lifeline service In addition, Ms [redacted] stated that she believes that Assurance Wireless made an error by failing to suspend her service as requested and she believes that her service she be restoredLifeline customers must have activity every days Sending a text message will not count as activity; however, receiving a text message, using data, and checking the account balance counts as activity Customers will receive a letter after consecutive days of inactivity warning they only have days to use their phoneIf the phone is not used within that day warning period, customers’ Lifeline service is canceled and they must reapplyOur records reflect that Ms [redacted] ’s most recent Assurance Wireless application was received on April 25, 2016, and the application was approved on that date Our records further reflect that Ms [redacted] was opted out of the Lifeline program on April 18, 2017, due to her failure to use her service once every days Unfortunately, we were unable to locate any record of receiving a letter from Ms [redacted] requesting to have her service suspended and to be sent a new device During our May 5, 2017, conversation with Ms [redacted] , we provided the information outlined above We further informed her that we received an Assurance Wireless application from her on April 26, 2017, and the application is pending approval from the California Lifeline Administrator In addition, we applied bonus minutes to her account to use while she was waiting on the approval of her application with California Lifeline We are pleased to inform you that Ms [redacted] ’s Lifeline application was approved on May 19, As such, we believe this issue has been fully resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused If we can be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra [redacted] 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: there is still the matter of the accumulated balance on the account as stated it was a pay as you go and that is what my brother did every time he received a notice to pay on his account to keep the phone active he paid.as stated from the very beginning what gives this company the right to keep a customers accumulated balance on the account?once again I request that the overage paid on the account is returned as I was informed originally.we would not get into any plan with this company due to the above Regards, [redacted] ***

January 25, 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 department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In her inquiry, Ms [redacted] indicated that she purchased an iPhone 5s from our website; however, upon receiving the device, she indicated the device was defective She contacted our Customer Care department and she was advised that she had days from the date of the order to return her phone for a refund She disputed the day return policy and advised that VMU should allow the return of the device for a refund and provide prepaid postage to facilitate the return of the device We spoke with Ms [redacted] regarding this matter on January 25, 2017, and explained that per our Terms and Conditions, phones purchased directly from VMU may be returned for a full refund within days of purchaseCustomers must have the original receipt, packaging materials and all componentsIn addition, all mobile phones purchased directly from VMU include a one-year warranty from the original equipment manufacturerBecause the device is defective and she has exceeded the allowable return timeframe we offered Ms [redacted] a replacement iPhone 5s, and a credit for one month of service charges; however, Ms [redacted] denied our offer, and she requested a refund for her iPhone 5s Although we are unable to issue a refund as resolution to this matter we feel the offer presented is fair We regret any inconvenience this matter may have caused Ms [redacted] 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, [redacted] HExecutive Services Analyst

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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) productIn his complaint, Mr [redacted] expressed dissatisfaction with his coverage, citing due to ongoing concerns that are currently being addressed he was promised a month of free service, but received a partial creditAs such, he requested that we address the coverage concern and give him a full month’s service credit During our conversation with Mr [redacted] on March 15, 2016, we confirmed that the address referenced in the complaint is within our coverage area, and our records reflect that network tickets have been opened to address the coverage concerns affecting Mr [redacted] ’s serviceWe are currently addressing the open network ticket at this time and sincerely regret any inconvenience this matter may have causedWe appreciate Mr [redacted] ’s’ patience and continued business while these concerns are investigated During our follow up conversation with Mr [redacted] on April 4, 2016, we advised that our network engineers reviewed his concerns and confirmed that all coverage issues in his area have been addressed and currently our towers are performing as expectedWe applied a $credit to Mr [redacted] ’s VMU account for the portion of the free month he did not receiveIn addition, we also sent him a replacement device, which was received March 28, We are happy to confirm that Mr [redacted] confirmed his satisfaction with our resolution On behalf of Sprint, I regret any inconvenience Mr [redacted] may have experienced as result of this matterIf he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time Sincerely, La Taushia L Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 11422160, [redacted] Virgin Mobile USA Inquiry Sprint Case 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 customer’s concerns to our attention In his complaint, Mr [redacted] indicated that his unused minutes did not roll over even though his monthly payment was made prior to his due date Our records reflect Mr [redacted] is subscribed to a grandfathered Pay-As-Yrate plan of cents per minute This service plan requires a $payment be made every days or $every days in order to maintain services Our records further reflect that Mr [redacted] did remit a payment in accordance with his service plan requirements by April 19, 2016; however, the additional minutes he purchased did not roll overOur records support that Customer Care addressed his issue May 4, 2016, by applying minutes towards his accountDuring our discussion with Mr [redacted] on May 5, we advised him of the above information and Mr [redacted] confirmed his satisfaction with the resolution brought forth On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced If Mr [redacted] has any additional questions, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.m., Central Time Sincerely, [redacted] LExecutive Services Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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) productIn her complaint, Ms [redacted] indicated that she called our Customer Care department multiple times and attempted to set up and pay for her monthly service plan; however, assistance was not provided As such, she requested a credit to her account and to be able to use service During our conversation with Ms [redacted] on June 1, 2017, we confirmed that her service is active and all issues have been resolvedWe informed her we will address the poor customer service received by the Customer Care representatives she spoke with, and we informed her that we appreciate her taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers We assured her that we value her feedback and that these concerns have been forwarded to the appropriate managerial staff for further reviewAs a courtesy, we applied a $credit to her account to offset one month of services charges Ms [redacted] confirmed her satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience Ms [redacted] experienced regarding this matter If she has any additional questions regarding this issue she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time Sincerely, La Taushia LExecutive Services Analyst

August 19, 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 department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In her inquiry, Ms [redacted] indicated that she contacted our Customer Care department for a refund, due to her device crashing on July 23, 2016, just two days after her payment posted on July 21, Furthermore, she stated she was told she would receive a partial refund of $37.33; however, she has yet to receive her refund We spoke with Ms [redacted] regarding this matter on August 10, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable A review of her refund request determined that she had used more than the allowable amount of voice for refund consideration after the payment in question was posted As such, we have denied her request for a refund As a courtesy, we offered to replace her device and provide a month of service; however, Ms [redacted] declined our offer We regret any inconvenience this matter may have caused Ms [redacted] 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 10:a.mto 6:p.m., Central Time Sincerely, Chris HExecutive Services Analyst

October 27, 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 department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In his inquiry, Mr [redacted] indicated that unexplained charges have reduced the paid balance on his VMU account He further indicated that he has been unable to secure an itemized listing of the transactions on his account to verify the charges In an effort to assist Mr [redacted] with this concern we attempted to reach him at the telephone number and e-mail address included in his inquiry on October 6, 18, and 19, Unfortunately, our attempts to reach him were unsuccessful In addition, we sent a letter to him via the U.SPostal Service on October 20, 2016, and invited him to contact us to discuss his concerns should he still require assistance In order to address his concern we will need to speak with Mr [redacted] to gain a clearer understanding of the charges in dispute 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 7:a.mto 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Ms [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsKaren [redacted] regarding our Virgin Mobile USA (VMU) product In the information provided, Ms [redacted] stated that she recently made a service payment to her VMU account, but the payment was not applied to her VMU account Ms [redacted] indicated that after making her service payment her VMU service was not restored Ms [redacted] confirmed that she received an e-mail from VMU verifying that her service payments were successful, but her service has yet to be restored We regret any delay Ms [redacted] may have experienced while attempting to resolve her payment concerns Our records reflect that Ms [redacted] contacted our Customer Care department on June 27, 2017, to discuss her account related concerns We confirmed that Ms***’s service payments of $and $were processed to her former Virgin Mobile Custom (VMC) Data Done Right account on June 24, 2017, instead of her current VMU account As such, a service credit totaling $40, which is the total amount of her previous service payments minus taxes and fees, was applied to her VMU account on June 28, 2017, resulting in the service to her VMU account being restored During our July 3, 2017, conversation with Ms [redacted] we provided the information outlined above Ms [redacted] confirmed her complete satisfaction with actions taken to resolve her account related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms*** If she has any further concerns regarding this matter she can contact me by ***ing the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms [redacted] regarding our Assurance Wireless product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] indicated that she is waiting on our office to receive the same make model device as her to examine the features on the Alcatel OneTouch Speak Easy device During our conversation with Ms [redacted] on July 13, 2016, we advise we received the device in our office for troubleshooting and we have confirmed that although the device is a Virgin Mobile USA device, the features are not compatible with the Assurance Wireless account We have activated the device on a Virgin Mobile USA demo account and all the features were correct, such as account information, downloads, and my stuff We activated the same device on Ms [redacted] account with her permission, and the same features did not appearAs such, Ms [redacted] will not be able to download or check her account information Ms [redacted] understands and confirmed no other questions or concerns We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] 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

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] , Rebuttal Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led him to contact your office once more In his inquiry, Mr [redacted] stated that if VMU would have assisted in returning his device for a refund the first day he contacted us the device would have been returned within the seven day return windowHe would like to receive a full refund of $for the returned product and not be responsible for any restocking fees Based on the information provided in Mr [redacted] ’ follinquiry, and in an effort to re-evaluate our position, we have thoroughly reviewed this matter As previously explained in our response dated July 28, 2017, 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 We advised Mr [redacted] that since he purchased the device on June 22, 2017, and remitted his concern on June 30, 2017, we would submit a request for a return label to be sent, which we confirmed was delivered on July 18, We verified that Mr [redacted] returned the device, and it was received on July 28, As such, an $refund was processed back to the original form of payment on August 3, Unfortunately, our attempts to contact Mr [redacted] on August and 17, 2017, at the telephone number and e-mail address provided in his inquiry were unsuccessful Although we have been unable to speak with Mr [redacted] we believe this matter has been fully resolved We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, he can contact me by calling our Executive & Regulatory Services department toll-free at 1- [redacted] , ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] *Executive 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] I don't pay 40$ a month for just phone calls, the text don't send or receive half the time unless you restart the phone, the internet is terrible unless on Wi-Fi, the woman from sprint is a rude [redacted] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

[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 have no Sprint (or affiliate) accountI have rejected their offer for a credit for FUTURE service because their smartphone hotspot service is NOT as advertised and requires a $500+ phone in order to be usedThis is bait-and-switch practice, on top of their advertising And, to once again clarify and correct their statements: I returned the handset because THE HOTSPOT SERVICE COULD NOT BE USED AS ADVERTISED, _not_ because of the days of service outage(Not to say that a 4-day service outage isn't an egregious event for any carrier.)I want my report to be available to others as a cautionary tale Regards, ***

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile Custom Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Virgin Mobile Custom (VMC) product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] indicated that when she purchased her Samsung Galaxy Sat [redacted] , she was advised that if anything was to happen with the device, she would receive a replacement However, the device is not charging and [redacted] refused to replace her device Ms [redacted] requested for her device to be replaced or receive a refund of $plus the $for the protection plan that she purchased Our VMC Terms and Conditions outlines that equipment purchased from any of our third-party retailers is bound to the return/refund policy of that location, and that the customer should direct any inquiries regarding device refunds to the staff of that location We regret any issues Ms [redacted] may have experienced as a result of her attempting to obtain a replacement device During our conversation with Ms [redacted] on May 25, 2016, we provided the information detailed above As such, as a demonstration of our commitment to customer service excellence, we offered to send a replacement device compatible to her current deviceWe are happy to inform that Ms [redacted] agreed and chose to have the LG Volt to be sent to her to be activated with new account under Virgin Mobile USA (VMU) We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] 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 B Executive Services Analyst

February 10, [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] indicated that he purchased an HTC Desire [redacted] from one of our VMU third-party retailers, citing that due to cell sites undergoing repairs he is unable to obtain a strong enough signal to receive text messages or phone callsHe cited that this issue has been ongoing for three months of which VMU offered to send him an LG Volt as a temporary replacement and see if he can acquire a better signalHe was later prompted to return his HTC Desire then placed on a waiting list once the HTC Desire was available for replacementHe requested that his original phone model be replaced with a better device as promised by VMU, and to be compensated retail price of the HTC DesireOn behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any difficulty Mr [redacted] may have experienced with his VMU servicesOur records support that the address associated with his VMU account is within our coverage area; however, we identified that one of the towers servicing that area experienced intermittent network issues that began on September 11, 2015, through January 28, During a previous conversation with Mr [redacted] on January 28, 2016, we explained the information outlined aboveAs a resolution and due to any possible misunderstanding that may have occurred regarding his equipment and due to his former HTC Desire being temporarily out of stock, we offered and he accepted a replacement of his former device with a new Samsung Galaxy Sthat will be delivered the next few days During a follcall with Mr [redacted] on February 3, 2016, he confirmed receipt of his new Samsung Galaxy Sand also confirmed that he returned his LG Volt back to our VMU warehouseRegarding his compensation request, VMU does not compensate customers; however, our records reflect that our Customer Care representatives applied a one-time credit of $in October 31, 2015, and a second credit of $was applied on December 15, As a result, no further credits are dueMr [redacted] confirmed that we have fully addressed his satisfaction 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 9:a.mto 6:p.m., Central Time Sincerely, Donnetha C Executive Service Analyst

July 26, 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 department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In his inquiry, Mr [redacted] indicated that his LG device ran out of storage space He was advised by our Customer Care department to complete a Master Reset to clear the data from the device and restore it to factory defaults After completing the Master Reset he experienced issues with downloading ringtones, and then the same issue reoccurred where he was out of storage space Upon contacting our Customer Care department once again he was advised that the issue is device related, and was referred to the manufacturer for assistance He requested that he be provided with a working device and credit for the time he was negatively impacted by these issues We spoke with Mr [redacted] regarding these matters on July 21, 2016, and explained that due to our long standing business relationship we would send him an LG Tribute device and return label to return the defective device During a folldiscussion with him on July 25, 2016, we verified that he has received and activated his new device, and that he has returned the defective device As such, he has no further concerns at this time We regret any inconvenience these matters may have caused Mr [redacted] If he has any further questions or concerns regarding these matters he can contact me directly 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, Donnetha CExecutive Services 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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for your efforts on my behalf in getting this resolved quickly Regards, [redacted]

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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] with regard to our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated she ordered equipment online, but it was never received Ms [redacted] stated she called our Customer Care department and requested to have the device redelivered, but was informed a dispute was opened Ms [redacted] expressed her dissatisfaction with this process, stating she asked for the device to be redelivered; however, she was informed a refund would be issued She requested for the device to be redelivered at the original discounted purchase price During our discussion with Ms [redacted] on February 13, 2017, we informed her that we need to verify the original device was not received Our records reflect that Fed Ex confirmed the device was delivered to the wrong address During our follow up conversation with Ms [redacted] on February 17, 2017, she confirmed a refund was returned to her for the initial equipment order, and we placed a new order at the discounted price Ms [redacted] confirmed she received the new device on February 20, 2017, and we are pleased to inform you that Ms [redacted] confirmed her satisfaction with the resolution provided I apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter If she has any questions regarding this issue she can contact me by calling Sprint Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 6:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Ms [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers concerns to our attention According to the information provided, Ms [redacted] stated that her phone began to malfunction and as a result she experienced loss of service Although she has attempted to troubleshoot with our Customer Service department, but the issue remains unresolved She requested a replacement phone with a different model and refund for her device We regret any inconvenience Ms [redacted] may have experienced as a result of her equipment malfunction During our May 19, 2016, discussion with Ms [redacted] , we explained that as outlined in our Boost Mobile Terms and Conditions, Boost Mobile devices are sold with a one-year manufacturer’s warranty Boost Mobile does not manage those equipment warranties; therefore, any warranty repair or replacement inquiries should be directed to the equipment manufacturer, not Boost Mobile Further, devices purchased from a third-party retailer are bound to the return/exchange policies of that location, if available Furthermore, she indicated that she had already made a purchase of a new device and has not been experiencing issues with it We agreed to schedule a follcall on May 25, 2016, thus allowing ample time for her to use the new phone and see if she experiences the same issues previously reported During our conversation on May 25, 2016, Ms [redacted] confirmed her issue has been resolved and she no longer experiences the issues previously reported In addition, we agreed to apply a $credit on her account due to the loss of service and her purchasing a new deviceWe are pleased to inform that we fully addressed and resolved Ms [redacted] ’s concerns If Ms [redacted] has any questions or concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

September 28, 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 of Mr [redacted] to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention In his inquiry, Mr [redacted] indicated that when he contacted our Customer Care department in May to resolve an issue with his device he was required to upgrade his price plan to a plan that includes 4G data service Because he has not received 4G service since the plan change he requested a refund for the difference in cost of the plan totaling $for the last five months During our discussion with MsJoanne [redacted] , on behalf of Mr [redacted] , on September 28, 2016, we explained that after researching the matter we determined that Mr [redacted] was required to change his plan in May after his device was switched to the iPhone that is currently active on the account This change was necessary because this device was not supported by his former service plan Due to any possible misunderstanding that may have occurred we agreed to apply a credit to Mr [redacted] ’ VMU account for $ In addition, we explained that 4G service is not currently available in the customer’s home usage area Ms [redacted] expressed her understanding and verified that the matter has been resolved 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 7:a.mto 3:p.m., Central Time Sincerely, TekieshaHExecutive Services Analyst