Integrated medical

October 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Virgin Mobile USA (VMU) 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] requested that his VMU branded iPhone SE device be unlocked for use with another carrier 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 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] 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 We regret any possible misunderstanding that may have occurred regarding the unlock request for this device However, after a review of our records, we have confirmed that the device associated with phone number ending with [redacted] is not eligible for DSU unlocking because it did not meet the month requirement We spoke with Mr [redacted] regarding his request on October 6, 2016, and explained the information detailed above We regret any inconvenience this matter may have caused him 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

We appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attention and regret the circumstances that led to her contacting your office againIn her recent inquiry Ms [redacted] provided feedback regarding policies and processes for our Assurance Wireless productShe also expressed her continued dissatisfaction with data services available to her in her home usage areaShe requested a $credit to her account and three full months of the Unlimited Add-On We appreciate Ms [redacted] ’s taking the time to provide us with the details of her recent experience with our Executive & Regulatory Services personnel and the aminute plan processWe 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 During our discussion with Ms [redacted] on March 15, 2016, we advised that because she was unable to use the data portion of her Unlimited Add-On, we extended a credit of $60, which can be used for additional purchases at her discretion, and does not have to be used towards the Unlimited Add-OnShe may use the funds to purchase other available AservicesMs [redacted] accepted our offer and stated that this resolves her rebuttal complaint If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling 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, [redacted] * Executive Services Analyst

March 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] R [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] R [redacted] regarding our Virgin Mobile USA (VMU) productIn his complaint, Mr [redacted] indicated that we discontinued his service plan that he was currently subscribed to, citing that VMU continued to This account automatically when his service payment was due even though he could not use the service , Mr [redacted] requested a refund for the remaining account balance on his account in the amount of $ During our initial conversation with Mr [redacted] on March 21, 2017, we advised that he is subscribed to a sales expired Pay-As-Yservice plan, which requires that he add at least $to his account every days or $every days to maintain active service Furthermore, the price plan that he is currently on is a sales expired Pay-As-Yplan, which includes 25-cents a minute for phone calls to all service providers, or 10-cents a minute for all VMU mobile to mobile calls Per our VMU Terms and Conditions, service payments are non-refundable Therefore, we must respectfully decline Mr [redacted] ’s refund request In addition, our records support that his account is currently cancelled In an attempt to resolve this matter, we offered to restore Mr [redacted] s’ account, and to restore his account balance of $87.01; however, he declined our offer On behalf of Sprint, I regret any inconvenience Mr [redacted] may have experienced as result of this matter If 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 through Friday from 10:a.mto 6:p.mCentral Time Sincerely, Christopher HExecutive 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: Sprint and Virgin Mobile are highvtech liars and criminals.I am going to spread the word on the deceit and lies told in this case.Whoever this Veronica B person...a pathological liar.She didn't return my call.But she did continue to send me strange automated messages orcreplies by emails that dudn't address the real problemYou stole my money under the pretense that I had 10gb and 4G service.I had neither on the phone.In order to have 4G on a phone their must be a Sim card kit with the phone and 4G civerage.None of these were explained to me nor were 4G available for my phone.Regards,Some people are detached from reality so let me help you out.Let's see 10GB of data = 30,webpages and 130,emails.I couldn't open webpages let alone links within emails.So this discredits your claim of my using 10GB within days.Fact you people are crazy lting thieves.What goes around comes around.LIARS DON't profit [redacted]

April 12, 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 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] indicated that during her conversation with a VMU Customer Care representative on March 8, 2017, she was informed that a full refund of her account balance was going to be processed after she cancelled her account; however, she only received a refund of $ Ms [redacted] requested that the remaining $be refunded as well Our records reflect that Ms [redacted] ’s account was activated on February 15, 2005, and was subscribed to our Cents/Min2Min service plan, which required a $payment every days or $every days to retain active services VMU Terms and Conditions outlines that service payments remitted to VMU are final and non-refundable, and any unused paid funds remaining on an account at the time service is cancelled will be forfeited Our records further reflect that on March 10, 2017, VMU received a request to have telephone number ending with [redacted] ported out to a new carrierAs such, the request was processed and the account was cancelledA refund request was submitted on March 10, 2017, and a refund of $plus any applicable taxes was processed to the credit card on file As a courtesy, a refund request was processed on April 10, 2017, for the $payment remitted on December 2, We are happy to inform you that the refund was completed on April 11, During our conversation with Ms [redacted] on April 11, 2017, we attempted to explain the information detailed above Unfortunately, Ms [redacted] refused to speak with us regarding this matter We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, either 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 Service Analyst

September 28, 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: 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 Assurance Wireless concerns to our attention In his inquiry, Mr [redacted] indicated that he believes that minute increments are rounded up when his usage is calculated He also advised that he is experiencing issues with his device During our discussion with Mr [redacted] on September 23, 2016, we explained that when airtime is calculated minutes are rounded up We further explained that he may keep track of his usage by accessing his account online, or by utilizing the features included on his device In addition, to address his equipment concerns we sent him a replacement device on September 23, During a folldiscussion with him on September 27, 2016, we assisted with the activation of his replacement device Mr [redacted] has no additional concerns at this time We regret any inconvenience these matters may have caused Mr*** 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 7:a.mto 3:p.m., Central Time Sincerely, TekieshaHExecutive Services Analyst

August 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Boost 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) productIn her complaint, Ms [redacted] indicated she attempted to use the VMU Mobile Hotspot service on August 8, 2017; however, she was not able use the service As such, she requested a $refund During our conversation with Ms [redacted] , on August 16, 2017, we advised as outlined in our VMU Terms and Conditions, payments remitted to VMU for services are non-refundable Since Ms [redacted] indicated she was not able to use the service, we agreed to forward her request over to our Finance team for review Our records support that on August 18, 2017, a refund in the amount of $was processed to Ms [redacted] ’s credit card due to no usageMs [redacted] contacted us on August 21, 2017, and confirmed that she received the refund She verified that her concern was resolved to her satisfaction by our office On behalf of Sprint, I regret any inconvenience Ms [redacted] may have experienced as result of 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

April 11, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] [redacted] Mobile USA Inquiry ... Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] . We appreciate your assistance in bringing our customer’s [redacted] Mobile USA (VMU) concerns to our attention. In the information provided, Ms. [redacted] stated that she purchased a VMU device and wanted to return it, but was advised that she had exceeded the 7-day timeframe for a return. Ms. [redacted] disagrees with the policy because she feels that 7 days is not enough time for a customer to explore the phone before having to return it. She requested to be able to return the device and receive credit in order to place an order for an iPhone device. According to our records, Ms. [redacted] purchased the Samsung Galaxy S7 on March 5, 2017, and activated the device on her VMU account on March 8, 2017. On March 24, 2017, Ms. [redacted] requested that she be allowed to return the device for a refund. According to our VMU equipment refund policy, the device must be returned within 7 days of the date of purchase in order to receive a refund. Because Ms. [redacted] was not within the 7 day return policy timeframe her request for a refund was denied. During our discussion with Ms. [redacted] on March 30, 2017, we explained the information outlined above. Although Ms. [redacted] does not agree with our return policy, we respectfully declined her request for a refund. As such, we believe this matter has been fully addressed. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted] . If she has further questions regarding this concern she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time. Sincerely, Shannon P. Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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 productWe appreciate your assistance in bringing our customer’s concerns to our attention In her complaint, Ms [redacted] expressed her dissatisfaction in her attempts to cancel her services due to no coverage in her areaAs such, she requested we cancel her account and mail her a return label so the equipment can be returned to our warehouse During our discussion with Ms [redacted] via e-mail on May 4, 2107, we advised that we regret any frustration she experienced as a result of this matterAs a result we canceled her account and mailed a return label, due to no coverage On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced and regret we lost her business If Ms [redacted] has any additional questions, she 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.m., Central Time Sincerely, La Taushia LExecutive Services Analyst

April 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: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] indicated he purchased two Kyocera Hydro devices online He further indicated that on April 1, 2017, he attempted to activate the devices, but was unsuccessful As such, he requested return labels to send the devices back; however, he was informed he would be responsible for the shipping chargesMr [redacted] requested for VMU to send him prepaid shipping labels to return the devices, and to receive an $refund Our records reflect that Mr [redacted] placed an order on March 23, 2017, and received the devices on March 28, Our records further reflect that Mr [redacted] contacted VMU Customer Care on April 1, 2017, in an attempt to activate the devices; however, this was not possible due to a provisioning outage As such, Mr [redacted] requested return labels to send the devices back for refund Mr [redacted] was informed at that time that he would have to pay for the shipping charges to return the devices During our initial conversation with Mr [redacted] on April 6, 2017, we provided the information detailed above In addition, we advised that per 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 Due to any possible misunderstanding regarding VMU’s return policy, we agreed to provide shipping labels for the return of the devices During our subsequent conversation with Mr [redacted] on April 17, 2017, he indicated the labels were not received; as such, we advised will be sending United Postal Service (UPS) packaging for him to send the devices back Unfortunately, the UPS packaging was not delivered on the estimated date of April 21, 2017, due to an incorrect shipping address During our final conversation with Mr [redacted] on April 25, 2017, he confirmed receipt of the UPS packaging and will send the devices as soon as possible for refund Mr [redacted] agreed to continue working with our office until the devices are received and refund processed 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 ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] BExecutive Service Analyst

November 23, 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) product We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] indica [redacted] he had his device insured; however, when it was lost, he had to activate his old device causing his insurance claim to be declined by eSecuritel, citing that he provided the incorrect date of when the device was lost Mr [redacted] reques [redacted] a refund of the monies he paid for insurance Our records reflect that Mr [redacted] activa [redacted] services with VMU on September 3, 2016, and the insurance was added on August 16, 2016, after he activa [redacted] the initial Samsung Galaxy Jdevice Our records further reflect that Mr [redacted] first contac [redacted] VMU Customer Care representatives on October 7, 2016, and reques [redacted] to have the device swap back to his previous Samsung Galaxy S We found no report that his phone was repor [redacted] lost or stolen before switching devices Final records reflect that Mr [redacted] contac [redacted] VMU Customer Care once more on November 10, 2016, to request the date of the device swap to provide to insurance During our conversation with Mr [redacted] on November 16, 2016, we advised that VMU does not administer the insurance program, as such, we are unable to provide a refund of monies he paid for his equipment insurance However, as excellence goodwill gesture, we applied a $credit to his VMU account We are pleased to inform Mr [redacted] agreed to our offer and confirmed satisfaction with our resolution We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these issues, 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 B Executive Services Analyst

April 28, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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. In her inquiry Ms. [redacted] expressed concerns related to her current account balance. Ms. [redacted] cited that she believes that she was over charged for an international call that caused her account balance to be reduced to only $105. She has requested that a credit be applied to her account balance. We regret any delay Ms. [redacted] may have experienced while attempting to resolve her account balance concerns. Our records indicate that Ms. [redacted] is currently enrolled in our 20 cents per minute service plan. This service plan requires a $20 payment be made every 90 days or $10 every 45 days in order to maintain services. Our records further reflect that Ms. [redacted] made a seven minute international call at a rate of $0.55 per minute. We confirmed that she was billed a total cost of $3.85 for this call and her account balance was reduced to $144.20. As such, we were unable to identify any error on the part of Boost Mobile. During our April 20, 2016, conversation with Ms. [redacted] we provided the information outlined above. Ms. [redacted] confirmed that she disagrees with the information provided as she does not feel her minute usage is being reported accurately in our system. During our subsequent conversation with Ms. [redacted] on April 26, 2016, we informed her of her available option to monitor her account balance and minute usage through her online VMU account. As such, we believe we have addressed her reported account concerns to the best of our ability. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. ***. If she has any additional questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department at ###-###-####, ext. ***. I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time. Sincerely, Mondrell G. Executive Services Analyst

February 8, [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] stated that he purchased a phone for his wife in August 2015, and it came with a one year warranty, citing that there was no information stating that he had to pay an equipment replacement fee for a malfunctioning phone under warrantyHe explained that VMU always sent him a replacement phone without any feesHe requested a replacement phone without any fee under the month warrantyOn behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] VMU offers a one-year warranty from the date of activation on all phones, devices, and accessories that come with our phonesThe VMU warranty replacement fee became effective November 9, 2014, and applies to all VMU phones on a Beyond Talk service planAs outlined in our VMU Terms and Conditions, we have the option to charge fees, activation and miscellaneous chargesTherefore, the customer would be notified of the $fee at the time of the equipment RMA order is createdIf the customer declines to pay the fee, the customer has the option to work with the manufacturer directly for repairs; however, they will have to pay shipping fees to ship their phone to the manufacturer and it can take up to two to four weeks to get a replacement device when working manufacturers During our conversation with Mr [redacted] on January 25, 2016, we explained the information detailed aboveBased on the information provided, we found no error on part of VMU in this matterAs a demonstration of our commitment to excellence and as a one-time courtesy, we agreed to waive the $equipment replacement fee as a one-time courtesyMr [redacted] accepted the resolution provided and a new Kyocera Hydro Vibe was ordered the same dayIn a recent follcall to Mr [redacted] on January 29, 2016, he confirmed receipt of the new replacement deviceCurrently we are working with Mr [redacted] on a different issue unrelated to his complaint If Mr [redacted] has questions regarding this concern, he can contact me by calling 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 H Executive Service Analyst

May 18, 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] indicated his account was canceled and all funds associated with this account were lost Mr [redacted] requested that we resume services and apply the funds back to the account Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We have not had the opportunity to obtain permission from Mr [redacted] to discuss this matter with him or authenticate his ability to access account information with regard to this inquiry As a result, we cannot provide private information, or make any changes to the account We attempted to contact Mr [redacted] on April 26, 28, and May 3, 2016, at phone ending with [redacted] and via e-mail to discuss this matter in detail; however, we have been unable to reach him In addition, we also sent him a letter via the U.SPostal Service asking him to contact us directlyWe invite Mr [redacted] to contact our office, if his concerns remain unresolved On behalf of Sprint, I regret any inconvenience Mr [redacted] may have experienced as result of this matter If 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 through Friday from 10:a.mto 6:p.mCentral Time Sincerely, Christopher HExecutive Services Analyst

May 12, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 a device from the VMU website, but decided to return it for a refund before activating the device. She advised that upon contacting VMU Customer Care she was told that a return label would be sent to her to return the device for a refund. After not receiving a return label she again contacted VMU Customer Care and was advised that she was responsible for the shipping costs of returning the device for a refund, and that she had exceeded the allowable timeframe to return the device. She requested a refund of $42 for the purchase to resolve this matter. We initially spoke with Ms. [redacted] regarding this matter on May 4, 2016, and she advised that she had already spoken with a VMU representative who advised her that a refund request was approved and submitted. We received a follow up e-mail from her on May 12, 2016, and she verified receipt of the refund and confirmed that her concerns were resolved to her satisfaction. We regret any inconvenience these matters may have caused Ms. ***. If she has any further questions or concerns regarding these matters 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.m. to 7 p.m., Central Time. Sincerely, Donnetha C. Executive Services Analyst

January 11, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case Dear Ms***: Thank you for forwarding the above-referenced inquiry of Ms [redacted] to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn her inquiry, Ms [redacted] indicated that despite numerous calls to customer care she was unable to get her account closedShe requested confirmation that her VMU account is closed and in final status During our discussion with Ms [redacted] on January 8, 2016, we completed her request to close her accountWe advised that her phone number is lost once the account is closed and she expressed her understandingWe regret any inconvenience delays in processing this request may have caused Ms [redacted] We appreciate Ms [redacted] ’s feedback regarding her recent customer service experiencesPlease be assured that the details of her concern will be shared with the appropriate managerial staffIf Ms [redacted] 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

February 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: 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 approximately one year ago he was double charged for services, and he was advised to keep the funds on his account because he could receive a refund upon cancelation When he contacted our Customer Care department to cancel his account and receive a refund he was advised that he would not receive a refund for the remaining balance on his account Due to the misinformation he received he requested a refund for his remaining balance of $ We spoke with Mr [redacted] on January 25, 2017, and verified he had a remaining balance of $on his account upon cancelation, and agreed to forward his request to our Finance department for further review After our review was completed we verified on February 8, 2017, he received a refund in the amount of $for the remaining balance reflected on his account when it was closedMr [redacted] expressed his understanding and his satisfaction with our resolution to this matter 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 a.mto p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

July 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: Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms [redacted] regarding Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customer’s concerns to our attention In the information provided Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to order equipment, stating there is conflicting pricing information and multiple orders have been attempted, but none have been successfully processedMs [redacted] stated she was told the iPhone is out of stock and as such, requested a credit on her account and an iPhone for her daughter During our conversation with Ms [redacted] on July 14, 2017, we informed her that the iPhone is out of stock online; however, she can check our website at www.VirignMobileUSA.com to track availability of the deviceWe informed her that we are not able to offer her a discount towards an iPhone 6; however, as resolution to her complaint we applied a $credit towards her account to offset one month of service charges On July 19, 2017, we placed a follow up call to Ms [redacted] to inform her the iPhone inventory has been replenished; unfortunately, as of July 21, 2017, line ending in [redacted] ported out to another provider We regret any inconvenience these matters may have caused Ms [redacted] If Ms [redacted] has any questions regarding these issues we invite her to contact me directly 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, LaTaushia LExecutive Services Analyst

Tell us why here... May 26, 2017 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] *** Assurance Wireless Inquiry ... Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, [redacted] stated that she requested to upgrade her Assurance Wireless device; therefore, she paid the upgrade fee in the amount of $25and the device was sent. However, when she received her device, the customer service representatives could not get the device activated; therefore, another device was ordered. The second device could not be activated either and she requested a refund, but has not received it as of yet. During our initial discussion with Ms. [redacted] on May 18, 2017, we advised her that we would have to investigate her refund request further with our finance team. On May 22, 2017, we confirmed that Ms. ***’s refund in the amount of $26.84 was processed back to her credit card ending in [redacted] and that she should receive in 3 to 5 business days. During a supplemental call to Ms. [redacted] on May 26, 2017, she confirmed that she received her refund and that she had no further concerns regarding this matter. On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms. [redacted] if she has questions regarding this concern, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####; ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time. Sincerely, Shannon P.Executive Services Analyst

February 23, 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 complaint of Mr [redacted] regarding our Assurance Wireless product In the information provided, Mr [redacted] stated that he was removed from the Assurance Wireless program due to non use Mr [redacted] indicated that he had not used his service for six weeks due to his original device being broken He has requested assistance with retaining his Assurance Wireless Lifeline service We regret any delay Mr [redacted] may have experienced while attempting to retain his Assurance Wireless Lifeline benefit We attempted to contact Mr [redacted] via phone on February 6, 9, and 13, 2017, to discuss the matter and address any additional concerns he may have In addition, we sent a letter via the U.SPostal Service on February 9, 2017, inviting him to reach out to our office Unfortunately, he has not respondedIn order to resume Lifeline services with Assurance Wireless at this time he will need to reapply We would be happy to assist him with this process We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have regarding this inquiry Mr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account As a result, we want to advise him to have his PIN and security information available when she contacts us If we may be of further assistance with this issue, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday 8:a.mto 5:p.m., Central TimeSincerely, Mondrell GExecutive Services Analyst