Sprint Corporation

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

January 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX1957, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the follow up inquiry from Mr [redacted] We appreciate your assistance in bringing our customers’ supplemental concerns to our attention In Mr [redacted] ’s follow up filing, he expressed his dissatisfaction with our previous response In Mr [redacted] ’s original complaint, he stated since 2000, he resided in Tennessee and after a few years, relocated to New YorkHowever, Sprint continues to charge him Tennessee State and local taxes along with New York State and local taxes Upon review of Mr [redacted] ’s tax concerns, we identified that upon relocation phone line ending in was being billed under a New York and Tennessee address, in advertentlyOur records further indicate in July 2007, Mr [redacted] contacted Sprint and updated his billing address on his account from Tennessee to New YorkUpon completion of our review, we have updated our records for phone line ending in to reflect the correct taxing authority Mr [redacted] does not receive a refund for the taxes incurred for the incorrect jurisdiction because he was taxed at a lower rate than he should have beenAdditionally, Mr [redacted] is still responsible for the taxes in the correct jurisdictionAs outlined in our Terms and Conditions of Services, you must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the chargesYou do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interruptedDisputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoiceWe communicated with Mr [redacted] on December 15, 2017, and discussed his concerns in detail and relayed the aforementioned information to himUpon receipt of this follow up complaint, we attempted additional contacts to Mr [redacted] via telephone and e-mail on January 10, 12, and 16, 2018, to address his supplemental concern and were unsuccessful in reaching him Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist Mr [redacted] with the concerns raised in his complaint We look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience at number referenced below We regret any inconvenience that this matter may have caused Mr [redacted] If I may be of further assistance with this matter, Mr [redacted] can reach me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Sharon RExecutive 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

August 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Travis [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrTravis [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s inquiry, he expressed his dissatisfaction with the length of time taken for us to honor the terms of a recent device promotion, advising that his monthly invoices do not reflect monthly equipment lease credits as offered He also described unfavorable customer experiences during his attempts to address that concern Mr [redacted] requested that we allow him to terminate his services with no contractual obligation We regret any misunderstanding that may have occurred regarding our referenced device promotion and Mr [redacted] ’s Sprint charges Our records reflect that Mr [redacted] previously brought this concern to the attention of our department under separate cover and that we spoke with him on September 12, At that time, we confirmed that he had met the requirements of the referenced promotion but that a subsequent equipment exchange led to the promotion being inadvertently removed from his accountWe restored the promotion to his account on that date and applied a credit of $to his account to offset the credit amounts missed in the interim During our follconversation with Mr [redacted] on September 26, 2017, we confirmed the above outlined information Mr [redacted] advised that the issue was resolved to his satisfaction, and we agreed to review his next invoice to ensure proper equipment credits are reflected We appreciate Mr [redacted] ’s taking time to provide details of his 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 that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused but are pleased that we were able to address Mr [redacted] ’s reported concerns to his satisfaction If we can be of further assistance with these issues, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive 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 ***

June 7, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] regarding our Boost Mobile product In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our Customer Care department while he was attempting to change his rate plan to our Boost Mobile Family plan Mr [redacted] stated that he requested to add an additional line to share with his existing service plan However, Mr [redacted] cited that his service plan was restarted immediately, causing his current plan to be cancelled and for him to lose the benefit of his previous service payment of $made on May 14, He requested a credit in the amount of $be applied to his account We regret an inconvenience this matter may have caused Mr [redacted] Our records reflect that Mr [redacted] contacted or Customer Care department on May 26, 2016, to obtain assistance with changing his service plan to our $Unlimited Family share plan Our records further reflect that Mr [redacted] was not informed correctly that this plan would become effective immediately, and would require a $service payment to complete the Family plan set up As such, $was deducted from his account balance to complete this service plan change During our June 3, 2016, conversation with Mr [redacted] we provided the information outlined above and apologized for any incorrect information he may have been provided In an effort to resolve his account related concerns we applied a $service credit to the primary phone number on his new Family Share plan Mr [redacted] confirmed his complete satisfaction with actions taken to resolve his account related concerns 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 Time Sincerely, [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:I filed a Revdex.com complaint on 12-9-because Sprint broke their own contract by not fixing the first bill on a renewed contractSprint stated here on the Revdex.com that if I sent the phones etcback to them which I did that they would fix the amount that was posted on my credit which was over $I have the receipts for the returns for proofSprint hasn't contacted me after the items were returnedToday 3/8/I received a call from a Credit Collection Agency wanting over $Sprint needs to fix my credit since I returned the equipmentThis is completely unacceptable for a business to wait until the Revdex.com time runs out then reports me to a Collection Agency without fixing the issueFor all my trouble I want this item off my Credit File completely and I want this account to show paid in fullI'm tired of this alreadySince equipment was returned I want my credit file clearedI have already had too much stress from all of thisClear my credit of the account and I want nothing further to do with Sprint! Plus any collections must stop! Regards, [redacted] ***

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

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/

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint 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 an unfavorable customer experience while attempting to resolve his account billing and payment concerns As a result, he requested to cancel his service with no termination fees We regret any confusion Mr [redacted] may have experienced regarding the billed charges reflected on his monthly invoices Our records reflect that Mr [redacted] ’s services were suspended on July 8, 2017, as a result of non-payment We spoke with Mr [redacted] on July 19, 2017, and determined that he canceled his line of service ending in [redacted] on July 11, 2017, when he ported to another wireless carrier We advised Mr [redacted] that regrettably, we were unsuccessful in confirming receipt of a $[redacted] payment made to Sprint on June 5, 2017, by his daughter as stated Further, we advised him that our Finance Department has made numerous unsuccessful attempts to speak with his daughter to have her fax a copy of her bank/credit card records reflecting the $[redacted] payment During our conversation with Mr [redacted] , he requested that we restore his services temporarily to allow him the opportunity to port his remaining line of service ending in [redacted] to another carrier At this request, we temporary restored the services on July 19, 2017, and Mr [redacted] successfully ported the line ending in [redacted] that same dayBecause Mr [redacted] took those actions prior to the satisfaction of the device lease agreements he accepted for the equipment associated with the lines ending in [redacted] and [redacted] in March 2016, we accelerated his lease pay-off balances and assessed those amounts, totaling $599.89, to his account pursuant to the terms of his lease agreements Those charges include equipment purchase charges of $for the devices that were not returned to Sprint and unpaid lease balances of $plus applicable taxes and surcharges The canceled account reflects a balance owed of $ We have made two unsuccessful attempts to follwith Mr [redacted] on July 26, 2017, and August 1, 2017, about returning the leased devices We appreciate Mr [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and utilize such input to improve our training and processes We regret any inconvenience that this matter may have caused Mr [redacted] and the loss of his business If we can be of further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst

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

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced, subsequent inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customer’s concerns to our attention once again In the information provided, Ms [redacted] stated that she agrees to paying $including the phone insurance, but she is disputing the past due balance on her account, and disputing that she experienced an interruption of service as a result of a past due balance She also stated that one of the account subscribers is experiencing difficulty while using their device, and she is disputing the $monthly charge for each device citing that she was informed that the devices were free of charge Based on a review of our account records, Ms [redacted] ’s January 23, 2017, invoice generated in the amount of $ There are no service plan monthly service charges reflected on the January 23, 2017, invoice and the $balance carried over to the February 23, 2017, invoice The February invoice generated in the amount of $for new charges plus prior billing charges of $resulting in a $balance dueThis balance consists of service plan monthly service charges (including prorated charges), month in advance charges, and installment billing charges for each of the four devices There was no payment remitted that reflected on the February invoice Therefore, the $balance carried over to her March 23, 2017, invoiceThe prior charges plus new charges of $consisting of prorated monthly service charges, biadvance charges, a reconnect fee due to suspension of service as a result of non-payment, late fee, taxes, surcharges and fees resulted in a $amount due One $payment was remitted and posted to the March 23, 2017, invoice, resulting in a $balance due The April 23, 2017, invoice generated with a $prior balance A total of $in payments were remitted leaving a $past due balance and new charges of $again consisting of prorated charges, month-in-advance billing, a reconnect fee due to suspension of service as a result of late payment, taxes, surcharges and fees These combined charges result in a $balance due The May 23, 2017, invoice generated with a carry over of the $past due charges plus new charges of $consisting of a $Early Termination Fee for the return of a tablet, a late fee, monthly service charges, taxes, surcharges and fees The combined amount totals $1, We canceled the tablet line of service and informed Ms [redacted] that with the return of the tablet in good condition to our warehouse, we will credit the $Early Termination Fee Furthermore, we informed Ms [redacted] that based on a review of the call between Ms [redacted] and our Telesales representative, we were not able to confirm that the devices were offered free of charge As a result, the charges associated with these devices are valid and payable to Sprint However, because of Ms [redacted] ’s continued dissatisfaction regarding this matter, and in an attempt to bring absolute closure to this matter, Sprint has agreed to offset the valid equipment charges We communicated with Ms [redacted] again on May 31, 2017, and as a result of our conversation, we applied a $credit to offset the cost of the device for each of the four lines of service However, as previously noted in our correspondence to your office dated May 12, 2017, should Ms [redacted] cancel her service prior to the fulfillment of the 24-month service agreement, the devices will need to be returned to Sprint in good condition We also manually applied an additional $credit to Ms [redacted] ’s account to satisfy a pocredit offer of $for each of the four lines of service that was available at the time that she activated service During our discussion with Ms [redacted] we again informed her that she is being billed correctly per the service plan, devices, and options selected on her account Her monthly service charges before taxes are $ With the removal of the $per month for the phones and $per month for the tablet that Ms [redacted] agreed to return, her charges would be reduced to $before taxes and surcharges If she elects to cancel the Total Equipment Protection (TEP) option at $for each of the four devices, her monthly service charges before taxes will be reduced to $before taxes and surcharges and fees Additionally, we informed Ms [redacted] again that we are unable to process our contract buyout offer because no devices were turned in to us from her previous carrierWe explained that the terms of the buyout offer clearly outline the requirement for the devices associated with any contract buyout requests to be turned in to us As a result, we must respectfully decline Ms [redacted] ’s request to process reward card reimbursement or apply adjustments for our contract buyout offers if the devices are not turned in And last, we encouraged Ms [redacted] to inform the subscriber who is experiencing device issues to visit one of our service and repair centers for diagnostics of her device to determine why she is experiencing problems with her device If she needs further assistance with setting up an appointment, our office will be glad to assist her Because of Ms [redacted] ’s continued dissatisfaction with the level of service she has received regarding her account concerns, in another effort to reach an amicable resolution to this matter, we informed Ms [redacted] , that with the return of all of her devices in good and working condition, we will offset all device-related charges remaining on her account If she accepts our offer, Ms [redacted] will be responsible for all service-related charges up until the date of her service termination Our offer is available to her for days We sincerely regret that Ms [redacted] is not satisfied with our prior responses We have discussed these matters thoroughly with Ms [redacted] , and we have discussed her concerns with our Executive & Regulatory Services team again, and the result of this thorough review is that our positon remains unchanged Should further inquires be sent to our attention regarding these issues, the inquires will be met with the same response We are confident that all of her issues have been fully addressed and resolved to the best of our ability Should there be any additional questions or concerns with these matters, we can be reached by 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, [redacted] 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 meThank you Tiffany for all your help! Regards, [redacted] ***

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

August 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom it May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that the network coverage in his area has degraded He further stated that he was offered a device to assist with the coverage, but he has not received the equipment He is requesting a refund of monies paid for services where he stated coverage was disrupted, and he is requesting a device to boost coverage We regret any difficulty that Mr [redacted] may have experienced while attempting to use his service Based on the information provided, we reviewed the coverage in Mr [redacted] ’s local area and determined that he is located in one of our best coverage areas for voice and data Additionally, there are approximately ten cell towers within a to mile radius of his home address and the cell towers are working optimally with no network alarms or alerts As a result of Mr [redacted] ’s continued dissatisfaction with coverage, we reviewed the specific cell sites that he uses and the most used tower for his device is approximately miles away in Costa Mesa, California, and that tower is still working optimallyWe checked the other towers he uses and there is no blockage reflected Further based on customer usage, we have not been able to determine that services are degraded Also, the Airave device is a signal booster; however the device is no longer available to ship We noticed that Mr [redacted] is not using calling, which may help with his concerns calling uses his existing Sprint phone number, and calling is free domestically calling uses Voice over Internet Protocol and allows customers to make and receive calls over connections in almost any location We suggest that he enable calling by: Selecting Settings – Phone – CallsSlide Allow Calls to OnOn Address page, scroll to view whether Deactivate Calling Services is displayedDeactivate Calls Services displayed: Calling is already enabled.View pre-populated addressIf country has Non-USA, select the country dropdown and choose USAEnter a USA address manuallyIf address is not shown or incorrect, enter address manuallyAddress must be within USASelect Save Lastly due to Mr [redacted] ’s dissatisfaction with the network in his area, we applied a one-time goodwill credit of $to his account effective today Because the balance is zero on his account, the $credit will reflect as a credit balance We also suggest that he visit one of our service and repair stores for testing of his existing device We regret any inconvenience that this Mr [redacted] may have experienced while attempting to resolve his network concerns Should there be any additional questions or concerns with this matter, Mr [redacted] can contact me by 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

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

From: [redacted] < [redacted] >Date: Tue, Apr 18, at 3:PMSubject: Complaint # [redacted] To: [redacted] Hi,My complaint with Sprint has been satisfactorily resolved.Thanks, [redacted]

Tell us why here...January 3, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [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 6, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’ filing expressed her dissatisfaction with her account being assessed a Lease Device Purchase Amount charge of $as reflected on the October 19, 2016, billing invoice; after she returned the device to Sprint’s Returns warehouseTherefore, Ms [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaintPlease be advised that we must allow adequate time for the shipped equipment to arrive in our Returns warehouseIn addition, the returned item must meet Sprint’s Return Equipment Policy prior to adjustments being applied to the account for the returned equipmentAs a result, it may take approximately one to two billing cycles for the equipment adjustment to be applied to the account, in accordance to the procedures referenced above Upon researching the account, we have confirmed that the equipment associated with phone number ending in [redacted] was received at our Returns warehouse on October 20, Furthermore, on December 18, 2016, our Customer Care group applied a credit of $to Ms [redacted] ’ account to offset the Lease Device Purchase Amount charge as reflected on the October 2016, billing invoice We spoke with Ms [redacted] on December 29, 2016, regarding her concernsDuring that call, she confirmed that this matter was satisfactorily resolvedWe apologize for 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 9:a.mand 6:p.m., Eastern Time Sincerely, Tracey [redacted] Executive & Regulatory Services

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his rebuttal, Mr [redacted] advised that he and Ms [redacted] accepted a recent rate plan change that was recommended to them but that we provided misinformation to them related to charges associated with that change, advising that they were told that the disputed access fees would be waived He requested that we update his account to provide the offered access fee waiver for the life of his accountWe regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s referenced rate plan change or his monthly Sprint billing However, based on our review of his inquiry and our records, we are unable to identify any billing error associated with his Sprint account and remain confident that his reported billing issues have been fully addressed We followed up with Mr [redacted] on June 13, 2017, and discussed his billing in detailWe also reiterated that all his subscriptions are receiving the access fee waiver promotion, as provided in the terms of our promotional guidelines However, we informed him that the waiver cannot be granted for the life of his Sprint account and advised that any change to his account prior to the above-noted waiver expiration date, including his equipment or rate plan options, may negatively impact the access fee waiver He confirmed his understanding of and satisfaction with that information We regret any inconvenience this matter may have caused Mr [redacted] If he would like to further discuss this matter, he can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Beatrice RExecutive Services Analyst