Sprint Corporation

[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 Ordered an Ipad pro from sprint in JulyI called to have the Ipad Activated and told it was doneI always have the Ipad linked to my WIFI at home and work so I never tired to use my cellular dataWell once I tried to use my data I an error message statingyour Ipad was previously activated under a different account and must be reset before attempting a new activationI called sprint to see why this error message is coming up? When I am being charged for the data plan but cannot use the serviceOn 9/1/at 9:00PMThere was a very long wait time to speak to a rep then once I got a rep I had to be transferred to another repThe rep told me the department that can help is close at the time and that I could call them tomorrow at ###-###-####.On 9/2/at 9:00am I called and was told I was giving the wrong info they only handle prepaid phonesSo I sprint customer service back to see what's going on! The rep was not paying no mind to what I was telling herI asked for a manager she placed me on hold for five minutes then discounted the lineI had to call back wait another minutes to get a rep on the phone just to be placed on hold for minutes waiting for a managerOnce the Manager got on the line I let her know that I have been having this Ipad for two months and I have called more than once to get my data working on the tablet with no luckShe asked if I had a replacement Ipad? I told her no I have not replaced my IpadShe stated a old serial number was on my data planI asked her who added the serial number to my plan because every time I called to get the data to work I am getting the run around.She is now trying to get my tablet set up the Ipad so we can add dataAny time I have a problem or need help with something it always take two or more days to get someone to really help meWhat kind of customer service is that?I would like for someone to call me about this issueI will need some kind of adjustment or something for my times talking with sprint for more than one dayThis time sorry will not help anything Regards, [redacted]

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] requested that we replace her damaged device for her line ending in and waive the deductible, stating that the deductible is more than she paid for her prior device replacement, and she is dissatisfied that the deductible was required in order to process her claim through AsurionShe further expressed dissatisfaction with the level of customer service that she received during her attempts to resolve her issue, citing that she was not offered a loaner device until she received her replacement We regret any possible misunderstanding that may have occurred related to the terms of our Total Equipment Protection (TEP) device insurance optionWe attempted to contact Ms [redacted] via phone and e-mail on June 22, 24, and 27, 2016, to address the concerns she may have with our TEP policy; however, our attempts have been unsuccessful, and she has not responded to the letter that we mailed on June 29, After reviewing our records, we determined that the deductible is validAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their devices that is not covered under the provisions of the limited one-year manufacturer’s warrantyA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP was provided to Ms [redacted] when she added the option to her account and can be found at our website, www.sprint.com/tep We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her accountMs [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her accountAs a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts us The above-referenced account will remain in “escalated status” with our office until July 18, 2016, to allow sufficient time for her to contact our officeAfter July 18, 2016, her account will be released to our Customer Care department for general assistance If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryHowever, I was originally was told by Sprint International customer service that it was unlimited 2g data for the world open plan, before my trip...Regardless the issues has been resolvedI believe it was only resolved because I contacted the Revdex.com.This is the first time in my life I had to contact the Revdex.com about a business Thanks Steve ***

January 20, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Ms***, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information in her inquiry, Ms [redacted] is dissatisfied with Sprint’s service and repair processShe updated her rate plan and upgraded her device after being informed that we could not repair her physically damaged deviceAfter having it repaired at a third-party location, she returned the new device purchasedShe is now disputing the balance on her account due to the plan change as well as associated charges with the returned transaction All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending ***Therefore, if the problem with Ms [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We spoke with Ms [redacted] on January 15, After review we have confirmed that her service plan is now accurate and optimal based on the services she has requestedOur records show that she completed a plan change to her previous plan, the Everything Data Share This plan carries a $base for one line, and a $monthly charge each for lines two thru fiveThis cost does not include any applicable taxes, surcharges, additional options, Premium Data Add-On, or monthly device chargesFurther, although we maintain that the balance is valid, as a gesture of goodwill we applied a one-time $credit for the disputed portion of Ms [redacted] ’s bill, which includes the difference in her monthly rate plan as well as the restocking fee and associated prorated service chargesShe confirmed satisfaction with this resolution We regret any inconvenience that these matters may have caused Ms [redacted] If I can be of further assistance, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension ***I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John C Executive Services Analyst

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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 customer’s concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the addition of a new line of service to her account without her consent when she attempted to upgrade equipment on her two existing lines of service with one of our Buy-One-Get-One device promotions Because Ms [redacted] has been unsuccessful in her attempts to have the new line removed from her account and she has not received promised callbacks after a review of her initial sales call, she requested that we remove the line and honor the promotion or that we allow her to terminate all her lines of service We regret any possible misunderstanding that may have occurred regarding Ms***’s equipment upgrade transaction and our referenced promotional offer Our records reflect that she contacted our Telesales department on May 8, 2017, and ordered her two noted devices However, during our May 25, 2017, review of that call, we identified that the representative she spoke with did not fully advise Ms [redacted] about all of the terms and conditions of the promotion, including the requirement that at least one of the BOGO devices must be associated with a new line of Sprint service A member of our specialized escalation team attempted to contact Ms [redacted] on May and 30, 2017, to discuss her reported concerns in detail, explain the information outlined above, and offer resolution to her dispute However, we were unable to reach her, and she has not responded to our invitations to call for assistance We appreciate Ms***’s taking time to provide the details of her experiences with our Telesales and 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 Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We believe that we can amicably resolve Ms***’s billing issues and look forward to having the opportunity to do so If her reported concerns remain unresolved, we invite her to contact me directly 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, Twana T Executive Services Associate Analyst

December 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she switched to Sprint she received a promotional offer to buy one device and one device free and she was offered two mobile broadband devices at no cost and a $reward card for each iPhone that she activated with SprintShe stated she was advised that her bill amount would be $per month plus taxes and surcharges; however, her bill amounts have been higher Further, she stated that she was advised the she would receive gift cards to pay the Early Termination Fees and remaining balance of the unpaid iPhones assessed by her previous wireless provider; however, she has not received the correct amountAdditionally, she requested to cancel the two mobile broad band devices and was denied As a result, she is requesting to have her bill corrected, to receive a refund for what she has overpaid, to receive the correct amount she was billed by her previous wireless provider, to receive the promised $reward card for each phone number she switched to Sprint, and to cancel the mobile broadband devices Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding these matters and appreciate her feedback The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changesFor a limited time, customers that purchased an iPhone 6s 64GB or 128GB via a Sprint 24-Month Installment or a Sprint Lease program could receive an iPhone 6s of equal or lesser value for free As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included and customers are responsible for paying their previous carrierDuring our conversation with Ms [redacted] she advised us that she received buyout gift cards for two of the phone lines she switched to Sprint However, she did not receive a gift card for the third phone line We escalated her issues to our retail management team and due to any possible miscommunication that may have occurred regarding this matter they offered to provided a one-time bill credit in the amount of $to emulate the buy one get one free offer and $to cover the Early Termination Fee for the phone number that she did not receive the buyout gift card Additionally, we applied credits totaling $to cover the $reward cards and the credits will reflect on her January invoice Additionally, per her request we cancelled the services on the two mobile broadband devices and informed her that we will credit the remaining balances owed on those two devices once the devices are confirmed as received in our warehouse undamaged As a result, postage-paid return kits were sent to the address on file This offer is valid for a period of days from the date of this response We regret any inconvenience that this matter may have caused Ms [redacted] If Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

September 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on September 13, We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Ms [redacted] is disputing equipment lease charges assessed to her wireless account when pre-ordering the iPhone According to Ms [redacted] she pre-ordered the iPhone which is scheduled to be released on September 16, 2016, and was aware she would be assessed a charge for the prior lease agreement on her account However, after reviewing her account, she was charged for the cancellation of her previous lease without receiving the new device Therefore, Ms [redacted] request that we review this matter and adjust her account According to our records, on October 4, 2015, Ms [redacted] activated phone line ending in [redacted] and purchased an iPhone 6s device via Sprint’s Lease program Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge More information regarding the Lease program is available at our website, www.sprint.com/lease Our records further shows, on September 12, 2016, Ms [redacted] pre-ordered the iPhone device to upgrade her phone line ending in [redacted] and agreed to lease payments toward the pre-order purchase of the iPhone 7, scheduled to be released on September 16, Therefore, Ms [redacted] ’s account was assessed a lease cancellation charge of $to her account We furthered confirmed that Ms [redacted] received the iPhone on the release date via UPS In addition, we have confirmed that Sprint has received Ms [redacted] ’s iPhone 6s and adjusted her account a total of $to offset the cancellation of her iPhone 6s lease agreement We contacted Ms [redacted] via email on September 22, 2016, and relayed the aforementioned information to her Unfortunately, we have not received a confirmation from Ms [redacted] if she is satisfied with our resolution In order to ensure that Ms [redacted] is satisfied or mutually accepts our resolution, we must speak with her directlyShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below upon receipt of this letter We regret any frustration this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-####, ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] Thank you for forwarding our customers concerns to our attention In her inquiry, Ms [redacted] indicated she visited a store to purchase a battery for her Samsung Note device She stated her device had text messages from her deceased son and she was advised we could transfer the text to her new device She stated that she then agreed to upgrade to an iPhone Plus She further stated that during the upgrade process, she was later advised the text messages could not be transferred, but it was explained that screen shots could be taken and transferred to the iPhone Plus in the camera gallery As a result, Ms [redacted] stated she requested to void the transaction and requested her Samsung Note be returned; however, she stated that the store employee refused At this time, she is requesting assistance with this matter and an explanation on why we refused to return her Samsung Note We reviewed Ms [redacted] ’s account and confirmed phone number ending [redacted] was leasing a Samsung Note device since July 13, 2015, via a month lease When a device is leased, the customer does not own the device until the lease agreement is satisfied and the customer pays the End of Lease (EOL) purchase price Ms [redacted] had the option to keep her Samsung Note device if she paid the remaining lease balance and the EOL fee When Ms [redacted] visited the store on May 26, 2017, her Samsung Note lease was still active Furthermore, when she traded in this device, we offset the EOL charge, and she leased an iPhone Plus Unfortunately, we are unable to transfer data from an Android to an Apple device, as they use different software platforms However, we are able to screen shot the text messages and send the pictures to the new device Ms [redacted] ’s Samsung Note was returned to our warehouse per the lease terms and give back process We extend our condolences to Ms [redacted] for her recent loss During our discussion with her on May 29, 2017, we explained that we were unable to retrieve her Samsung Note device However, in an effort to resolve this matter amicably, we offered Ms [redacted] an account credit of $ She accepted our offer We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 11:a.mand 7:p.m., Central Time Sincerely, Aron GExecutive Services Analyst /ah/

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concern to our attention In the information received, Mr [redacted] stated that his plan was changed without his authorization He stated that he discovered this when he logged onto his account online on July 3, He stated that the representative changed the plan back to what he had previouslyHe is requesting a credit adjustment because of what occurred 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 Our records reflect that on May 5, 2016, Mr [redacted] was offered a promotional service plan, which was accepted and added effective for his June billing cycle date Our records further show that he has since been placed back on his previous service plan We spoke to Mr [redacted] on July 7, and provided him with the above reference information He denied requesting the plan change, so we suggested that he change his PIN code and the answer to his security question He agreed and these changes were made to his account We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx***, [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customer’s concerns to our attention In the information provided, Ms [redacted] stated that Sprint has a promotion consisting of a free LG TV and Google Home with the purchase of a new LG device Ms [redacted] stated that her husband ordered the above-referenced phones and devices, and after three months, the LG TV and Google Home have not been received Ms [redacted] indicated that her customer service experience has been unfavorable while attempting to resolve this matter As a result, she is requesting that Sprint provide the LG TV and Google Home devices We regret any possible misunderstanding that may have occurred We spoke with Ms [redacted] regarding this matter on June 16, 2017, and during our conversation, she stated that one of our representatives informed her husband that the LG TV and Google Home would arrive in June However, when nothing arrived, Ms [redacted] contacted our Customer Care department and at that time, our representatives informed her that her husband needed to have registered for the devices online at, [redacted] During our conversation, Ms [redacted] stated that no one informed her husband that he needed to complete an online registration at the point of activation, and when he attempted to register the purchase information of his LG Gdevice, he received a message that the promotion ended May 26, Therefore, based on the information provided, we escalated the matter to the manufacturer LG, and we were able to facilitate the shipping of the Google Home device on June 22, 2017, via FedEx, which Ms [redacted] can track via [redacted] The LG TV shipped via United Parcel Services (UPS) on June 23, 2017, and can be tracked via [redacted] Furthermore, Ms [redacted] should inspect the devices upon receipt for any shipping damages and if needed, she can report the information to LG Promotions Customer Service at ###-###-#### or e-mail them at [redacted] We appreciate Ms [redacted] ’s 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 customer’s Please be assured that we value customer feedback and will utilize this information in our training and processes We regret any inconvenience that this issue may have causedShould there be any additional questions or concerns, Ms [redacted] can contact me calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she contacted our Customer Care department in January 2017, and she was advised by one of our representatives that her monthly service charges for her four subscriptions would be $a month She stated that her invoices have been over $ As a result, she is requesting that we honor the offer she stated she received during her interaction in January With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Further, in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our conversation with Ms***, an authorized user on the account, we advised her that our records reflect that we offered her the Unlimited Freedom Plan promotion, for $a month for all four subscriptions with auto-payFurther, she has equipment charges totaling $Additionally, we advised her that we did not identify any billing errors or miscommunication and are unable to honor the quoted price of $including her equipment charges We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewWe regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive 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 I would just like to state, that I've called Leslie [redacted] a few times and left her messages and responded to emails I am glad she is stating that she heard from me on May 11th I have talked to two separate people at [redacted] 1st one said it would take the 7-business days and the 2nd said I should get something within 3-days So I do expect to have something with detail to submit sometime this week I will contact Leslie for her fax number and get this over to her as soon as I receive it I appreciate everything that Sprint is trying to do to rectify this whole situation Regards, [redacted] - [redacted]

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [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] stated that she was told if she upgrades online at www.sprint.com, the upgrade fees will be waivedShe further advised that she is a member of the credit union, and the upgrade fees are supposed to be waivedAs a result, she is requesting that we adjust the $upgrade charges for each of the three lines We regret any frustration that Ms [redacted] may have experienced while addressing her billing issueOur record reflects that on February 2017, Ms [redacted] upgraded her devices by contacting our sales representativesThe promotion to waive the $upgrade fee only applies, if the order was done online Ms [redacted] requested that we communicate with her by e-mail while we review and resolve her concerns We sent an email to her on April 11, 2017, informing her of our findings Our records reflect that a credit of $was applied on February 24, 2017, to offset the upgrade charges This credit is reflected on her March 23, 2017, invoice To demonstrate our commitment to excellence, we applied an additional one-time courtesy credit of $to her account We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’ issue is resolved If we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

P.OBox Irving, TX October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Debora [redacted] Sprint Account #xxxxx Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint to response of Debora [redacted] , submitted on October 3, We appreciate your assistance in bringing our customer’s concern to our attention According to Ms [redacted] ’s filing, she expressed her dissatisfaction with the lack of coverage in her home service area of Naples, Florida As a result, Ms [redacted] has attempted to cancel her account with Sprint, without success Therefore, Ms [redacted] requested that Sprint review this matter and allow her the ability to cancel service without cost Sprint has reviewed Ms [redacted] ’s complaint We regret that the coverage in Ms [redacted] ’s home service area has fallen short of her expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area in Naples, Florida is within Sprint’s “good” coverage area and operating within parameters during the time Ms [redacted] stated that she experienced poor service As outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors coverage should become stronger Our records indicate on May 24, 2017, Ms [redacted] visited a third-party retailer and upgraded the existing device on her phone line ending in to a Samsung Galaxy Note device via Sprint’s 18-Month Leasing programOur records further indicate on September 27, 2017, Ms [redacted] contacted our Customer Care group and expressed her interest in cancelling service on the aforementioned phone line prior to satisfying the terms of her respective Lease AgreementAt that time, Ms [redacted] was advised that her account would be assessed the remaining Lease cancellation and Lease Device Purchase Amount charges due to cancelling her Lease Agreement prior to the satisfaction dateTherefore, we offered and Ms [redacted] accepted a Sprint Magic Box, which was sent to her address on file to enhance her indoor coverage We spoke with Ms [redacted] on October 10, 2017, to further discuss her coverage concernsDuring our discussion, we offered and Ms [redacted] accepted a one-time adjustment of $to negate a portion of her current account balanceThis adjustment will appear on Ms [redacted] ’s November 12, 2017, billing statement Ms [redacted] expressed her satisfaction with Sprint’s efforts to address her coverage concerns Should Ms [redacted] continue to experience coverage issues and elect to cancel service with Sprint in exchange for the return of her Samsung Galaxy Note device, she must contact the undersigned directly at the phone number noted below within days from the date if this response We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

July 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the length of time taken to credit charges his two disputed $deductibles that resulted from someone fraudulently filing two device claims Further, he stated that he contacted our Customer Care department and our representatives advised him that his billing issue would be resolved but it has yet to be resolved As a result, Mr [redacted] requested that we credit his disputed account charges We regret any delay that may have occurred in addressing Mr [redacted] ’s reported billing concerns Unfortunately, our attempts to contact Mr [redacted] via telephone and e-mail on June 28, July 7, and July 10, 2017, to discuss his reported concerns were unsuccessful We also mailed a letter to his address on file on July 10, 2017, acknowledging our receipt of his inquiry and advising that we needed to speak with him directly to fully address his account concerns To date, Mr [redacted] has not yet responded to usAlthough were unable to speak with Mr [redacted] , based on the nature of his filing, we forwarded the matter to our Fraud department for further review We completed our investigation and confirmed that fraudulent activity occurred in regard to the referenced billing issue On July 10, 2017, the disputed $deductibles plus the taxes totaling $charges were credited to Mr [redacted] ’s account We believe that Mr [redacted] ’s billing issue has been fully resolved If we can be of further assistance regarding this matter, Mr [redacted] can contact us 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, Minnie SExecutive Services Analyst

Tell us why here...January 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on December 29, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she believes that she received misinformation from a Sprint Retail Sales representativeAccording to Ms [redacted] , she was offered a Mobile Hotspot device associated with phone number ending in ***, without her account being assessed additional monthly service charges at the Sprint Retail Store locationHowever, her account was assessed monthly services chargesMs [redacted] requested that Sprint review this matter, allow her the ability to cancel and return the Mobile Hotspot device without further cost to herIn addition, adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaintWe regret any miscommunication that transpired between Ms [redacted] and the Sprint Retail Sales representativePlease be advised that we have engaged our Retail Stores Management team with regard to Ms [redacted] ’s concernsBased on our review, we were informed that our Retail Stores Management team contacted Ms [redacted] and assisted her with the return and cancellation of the Mobile Hotspot deviceAdditionally, Sprint confirmed that a credit of $was applied to Ms [redacted] ’s account on January 13, to offset the charges associated with the Mobile Hotspot device associated with phone number ending in *** Furthermore, we confirmed that Ms [redacted] was satisfied with the Retail Stores Management team’s resolutionWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter We trust this letter responds to your inquiryIf we may be of further assistance to Ms [redacted] , she can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, extension ***We are available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Mr [redacted] on April 1, 2016, regarding his account concernWe are confident his issue has been addressed and resolved In his inquiry, Mr [redacted] indicated on October 16, 2015, he traded in his iPhone for an iPhone 6s with our iPhone Forever programHe is still being charged for the iPhone and is disputing the chargeAs a result, he is requesting that this matter be reviewed We reviewed Mr [redacted] ’s accountWe canceled the iPhone device installment agreement today that continued to be billed to his account in errorTo address this matter, we issued credit for the $fee on the November, December, January, February and March invoicesThe total credit applied was $ We appreciate Mr [redacted] for taking the time to provide us with details of his experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback We regret any inconvenience Mr [redacted] may have experienced as a result of this matterIf we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H Executive Services Analyst

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [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 her inquiry, Ms [redacted] expressed her dissatisfaction that she was charged $for not returning her device back to Sprint Ms [redacted] stated when she upgraded her device at one our Sprint stores, she turned the device in and also has the receipt with the tracking informationAs a result, Ms [redacted] is requesting we adjust the $disputed charges, along with her current invoice Our record reflects that Ms***’s account was billed for $on the April 8, 2017, to May 9, invoiceThe charges were adjusted on May 19, 2017, and her remaining balance is $ We also confirmed the charges had no impact on the remaining balance due on the accountDuring our May 26, 2017, conversation with Mr***, on behalf of Ms***, the information was explained to him He thanked us for our help We regret any inconvenience this matter may have caused, and are happy that Ms***’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 7, Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com File [redacted] Account XXXXX*** 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 her inquiry, Ms [redacted] described unfavorable customer experiences during her attempts to return two devices that were offered to her as free, stating that she subsequently learned that she was being billed for the equipment but that we declined to accept their return Ms [redacted] requested that we cancel service to the two devices, correct her rate plan billing, and provide credit for the two months’ charges assessed for those devices and service or that we cancel her all of her services without contractual obligation We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s referenced equipment and billing Our records reflect that she obtained a new device for her existing line of service with the acceptance of an 18-month lease agreement on March 15, 2017, and that, on the same date, she accepted 18-month installment billing purchase agreements for the two disputed devices In addition, we confirmed that she signed the three referenced agreements and that her billing reflects charges accepted by her and outlined in the sales transaction summary provided to her at that time Our records further reflect that she has been billed $per device per month for the two installment billing agreements and that credits totaling $were applied to her account on DATE, 2017, to offset those charges reflected on her March and April invoices Based on our review, we are unable to identify any error on the part of Sprint related to her dispute Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on May 25, June and 6, 2017, to discuss her reported concerns were unsuccessful We also mailed a letter to Ms [redacted] at her address on file on June 6, 2017, acknowledging our receipt of her inquiry and advising that we needed to speak with her directly in order to obtain her account security information and additional details that will aid in our review of any remaining billing dispute she may have To date, she has not yet responded to us We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and 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 will utilize this input to improve our training and processes We believe that we can fully address Ms [redacted] ’s reported billing concerns, and we look forward to having the opportunity to do so If these issues remain unresolved, she can contact me directly 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,Minnie SExecutive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11234287: See attachment [redacted]