Sprint Corporation

January 26, 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 Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with receiving a partial refund of the payment he remitted for his service before it was canceled within Sprint’s 30-day Satisfaction Guarantee period Therefore, he is requesting assistance with this matter We spoke with Mr [redacted] and resolved his concerns to his satisfaction We confirmed that credits totaling $were applied to Mr [redacted] ’s account upon the return of his wireless device on August 9, 2016, to offset both equipment installments that were charged to his account and this amount was refunded to him on November 17, We also confirmed that his account was canceled within our 30-day Satisfaction Guarantee return period Therefore, we applied credits totaling $to his account on January 13, 2017, to offset the activation fee and service charges assessed during his trial period As a result of his overpayment, the credit balance of $was refunded to Mr [redacted] ’s checking account via an electronic funds transfer on November 17, As a result, his account is now in final status with a zero balance Mr [redacted] acknowledged his satisfaction with this resolution We regret any inconvenience that Mr [redacted] may have experienced If I may be of further assistance with this matter, he can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 3, Consumer SpecialistKansas City Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] and [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry received by our organization on May 19, 2016, submitted by Ms [redacted] We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention According to the information provided, Ms [redacted] cited she contacted Sprint to verify she did not have any remaining time on her Service Agreements before porting her service to another provider and was informed she had no active Service AgreementsMs [redacted] ported-out her service to another provider Ms [redacted] received her next invoice that included an Early Termination Fe (ETF) which she is disputingOur records reflect that Ms [redacted] accepted a two year agreement on her phone number ending [redacted] in August In exchange for that agreement she received a subsidized deviceAfter a review of Ms [redacted] ’s Sprint account, although our records do not reflect that she was informed that her agreement was satisfied In an effort to bring about an amicable resolution, we applied a credit to her account to offset the ETF reflected on her February bill As a result of her payment made on May 24, 2016, her account is closed and reflects a zero balance We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedbackWe regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If we may be of further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 6:p.m., Central TimeSincerely, Byron H.Executive Services Associate Analyst

November 4, Revdex.com Serving Greater Kansas City [redacted] Re: [redacted] on behalf of [redacted] Revdex.com File # [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of [redacted] This complaint was submitted to Sprint on October 24, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with Sprint’s equipment replacement process According to Ms [redacted] , she was advised that she would need to purchase a new line of service in order to qualify for a replacement device Ms [redacted] requested that Sprint review this matter, allow her the ability to return the new device in exchange for cancellation of the new line of service with waiver of the Lease Cancellation and End of Lease Purchase Amount charges Sprint has reviewed Ms [redacted] ’s complaint We spoke with Ms [redacted] in October During our conversations, Ms [redacted] stated that in September 2016, she visited the Sprint Authorized Service and Repair Center location, after the charging port on her iPhone 5s device malfunctioned Ms [redacted] further stated she was advised that as she does not subscribe to TEP on phone number ending in ***, she would need to add a new line of service to her account with a new device Thereafter, she would need to perform an equipment swap between her two lines of services, which would allow her to utilize the new device with her existing phone number ending in *** Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP 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 We further advised Ms [redacted] that because she does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device During that call, Ms [redacted] advised that after activating the new line of service, she cleaned the charging port on her iPhone 5s device and confirmed that the iPhone 5s device is working properly As a result, Ms [redacted] reactivated the iPhone 5s device on phone number ending in *** Therefore, Ms [redacted] has requested that Sprint allow her the ability to return the iPhone device in exchange for waiver of the Lease Cancellation and End of Lease Purchase Amount charges Please note that Sprint is honoring the aforementioned request and has mailed a return kit to the address on file In addition, we have placed a temporary financial hold on the account to cover the cost of the Lease Cancellation and End of Lease Purchase Amount charges on the accountUpon receipt the of the iPhone device, the referenced charges would be adjusted and the temporary financial hold will be removed from her accountMs [redacted] expressed her satisfaction with the resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension #### I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

[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 Sprint's representative from their executive office was very pleasant to deal with and helpful to settle this issueIf the individuals in their Manchester store were anywhere near as competent as what Aleshea is I would still be a customer of Sprint Regards, [redacted] ***

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12597448, [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of [redacted] , submitted to Sprint on February 2, 2018, regarding Sprint’s actions to resolve his billing concernsWe regret the circumstances that led to Mr [redacted] to contact your office again According to Mr [redacted] ’s follfiling, he stated that his account should have been placed on a Bring Your Own Device (BYOD) service promotion free for one year; however, he was incorrectly billed for services Mr [redacted] further stated that although the billing was corrected in December 2017, he would like to be compensated for the four months of monthly recurring charges from September through December billing periodsAs a result, Mr [redacted] requested Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintAs stated in our prior response, Bring Your Own Device (BYOD) Year Free promotion, targeted customers were required to sign up online In addition, prospective customers were required to purchase a compatible SIM card via the website In addition they were required to have ebill and Autopay As stated in the terms of our BYOD policy, only domestic devices are supported (international devices not supported at this time) Some devices may be eligible, but could have network band limitations that would result in a subpar experience Devices must be unlocked domestically by customers’ current carrier before switching and we will not accept lost/stolen devices In addition, features and network experience may vary based on original device carrier Our records indicate on September 13, 2017, Mr [redacted] porthis iPhone 6S device associated with phone line ending in [redacted] at a local Sprint retail store location and it was configured onto our $Unlimited Freedom with Unlimited Talk, Text and Data plus $for Total Equipment (TEP) protection along with applicable taxes and surcharges We confirmed on December 13, 2017, Mr [redacted] contacted our Customer Care group regarding Sprint’s Bring Your Own Device (BYOD) offer and he was referred back to the point of sale for further assistanceFurthermore, on December 22, 2017, the service plan on line ending in [redacted] was updated to the $Bring your Phone Unlimited, Talk, Text and Data plan on December 22, Furthermore, we confirmed between the time periods of December 22, and January 26, 2018, our Customer Care group applied total adjustments of $to offset the partial monthly recurring charges, taxes and late payment fees as reflected on Mr [redacted] ’s September 16, through January 16, 2018, billing statements These adjustments are reflected on Mr [redacted] ’s December 16, and January 16, billing statements Our records indicate on January 5, 2018, Ms [redacted] ported-out phone number ending in [redacted] to another wireless service provider, leaving his account closed with a zero balance Upon receipt of Mr [redacted] ’s follfiling, we attempted to contact him via phone and email on February 5th, 7th, 8th of 2018, to reiterate the aforementioned informationWe also mailed a letter to his address on file on February 9, 2018, advising him of receipt of his complaint and need to speak with him directlyUnfortunately, we have not received a response from Mr [redacted] Based on our review of this matter, we are confident that we have addressed Mr [redacted] ’s concerns to the best of our ability and no additional adjustments/refunds are warranted We appreciate Mr [redacted] for taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina S

[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 thank you for your involvement in my complaint I have been contacted by Sprint and they have agreed to reimburse me for the overcharges they had placed on my accountRegards, [redacted] ***

February 13, Revdex.com Ward Parkway, Suite 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 [redacted] submitted on January 21, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concernsMs [redacted] stated that she elected to establish an account with Sprint by portiphone numbers ending in [redacted] and [redacted] from another wireless service providerMs [redacted] expressed her dissatisfaction with her experience attempting to purchase equipment associated with to her accountMs [redacted] requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] established service with Sprint on January 16, 2017, by portiphone numbers ending in [redacted] and ***At that time, she purchased an iPhone SE Gray 16GB device via Sprint’s Month Installment Billing program associated with phone number ending in In addition, she activated an iPhone Rose 32GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on January 21, 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 informationIn 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 Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Please note that effective September 19, 2014; Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease After further review of our records, Sprint confirmed that Ms [redacted] ’s issue with equipment and account establishment was previously resolvedWe regret any misunderstanding that may have occurred regarding the establishment of services and equipment order fulfillmentBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the establishment of services; however, we were able to substantiate that previous equipment orders had to be cancelled and resubmitted causing a delay in the establishment of services We spoke with Ms [redacted] on February 3, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that the issue with Ms [redacted] ’s equipment and account had been resolved; however, she expressed her concerns with the experiences she encountered at the time she activated services with SprintIn order to provide an amicable resolution and closure to this matter, Sprint offered a one time courtesy adjustment in the amount of $to offset one months of serviceMs [redacted] was satisfied with the resolution provided We appreciate Ms [redacted] ’s taking time to provide details of your experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

July 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced follinquiry of Mr [redacted] , an authorized user on the Sprint account of Ms [redacted] , has been received by our office We appreciate your assistance in bringing our customers’ concerns to our attention and regret that he has contacted your office again, advising of his dissatisfaction with our response to his previous filing In the information provided in his follow-up, Mr [redacted] again stated his dissatisfaction with our not honoring the terms of a recent equipment upgrade promotion offered to him when he upgraded his previous devices to iPhone device models He again requested that we honor the promotional equipment pricing as initially offered We regret any remaining misunderstanding that may exist regarding the terms of our referenced promotion We identified that, at the time of Mr [redacted] ’s referenced device upgrade transaction, the referenced promotion had expired As such, we were unable to provision the expected monthly device credits to his account During our June 30, 2017, conversation with Mr [redacted] , we explained the information outlined above However, we also confirmed that, due to any miscommunication that may have been provided to him related to this matter, we had previously addressed this matter by providing a lump-sum service credit of $to his account to offset an amount equivalent to the full value of the referenced device promotionWe credited Ms [redacted] ’s account for the full value of the promotional offer in the only means available to us at the time, as a service credit, and the equipment charges, though fully reimbursed, will continue to reflect on the invoice due to the equipment financing agreement Although we provided the information noted above to Mr [redacted] previously, we are happy to discuss the matter with him furtherHowever, our attempts to contact him on July 10, 12, 13, and 14, 2017, were unsuccessful We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Mr [redacted] can contact me by calling our 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 CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I partially agree to the statement that has been submittedOn the 18th of April there was a payment made, I do believe that the point of the story is being overlooked and that is why I wanted to speak to a person in management about the errorBeing that one phone was suspended and the phones were turned off, when a payment arrangement was made that's when the phone came out of suspend modeI was not able to make any arrangements nor payments from the 2nd line which should have transitioned to the first lineSince the suspension it has been nothing but chaos with the phone lines

December 13, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Sprint Account: XXXXX***, [redacted] M [redacted] Revdex.com File # [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] M [redacted] submitted on December 5, We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with receiving inaccurate information from a local Sprint Retail Store location regarding her recent device purchaseMs [redacted] stated that she was informed that she would be allowed to exchange a recently purchased iPhone device associated with phone line ending [redacted] to an iPhone Plus device when the device become available Ms [redacted] further expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve this matterMs [redacted] requested that Sprint review this matter, and allow her the ability to exchange her device for an iPhone Plus Sprint has reviewed Ms***’s complaintWe spoke with Ms [redacted] on December 6, 2016, to further discuss her account concerns During our conversation, we advised her that we would investigate her concerns and follwith her accordingly Please note that we engaged our Retail Stores management team to further investigate Ms***’s device concern As a result, Ms [redacted] was contacted by a member of our Retail Stores management team to further discuss and resolve her concerns Furthermore, we have confirmed that Ms [redacted] visited the local Sprint Retail Store location in question on December 10, 2016, and exchanged her current iPhone device for an iPhone Plus device In an effort to ensure a satisfactory and mutually acceptable resolution, on December 12, 2016, we followwith Ms [redacted] to confirm if her device issue was successfully resolvedMs [redacted] confirmed that this matter is resolved to her satisfaction and she has no additional concerns at this timeWe appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s business and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the trouble she was having with setting up a payment arrangement We spoke with Ms [redacted] on June 28, 2016, and resolved her concerns We have reviewed the account and found that Ms [redacted] made a payment on June 27, 2016, for the past due amountWhen we spoke with Ms [redacted] we were able to make further payment arrangements for the current amount due for July 15, Ms [redacted] stated that he is satisfied with this resolution If Ms [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland ( [redacted] Executive Services Analyst Tell us why here

January 4, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: ... Sprint is in receipt of the inquiry of Ms. [redacted] regarding Sprint account, XXXXX***, established in the name of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her dissatisfaction with the delay in processing a refund for the wireless device that they purchased via www.sprint.com and returned to their local service center within Sprint’s 30-day Satisfaction Guarantee period. She also expressed her dissatisfaction with not being able to resolve the matter after multiple contacts with Sprint. As a result, she is requesting assistance with this matter. We spoke with Ms. [redacted] and resolved her concerns to her satisfaction. We confirmed that the device was successfully returned to Sprint’s warehouse. As a result, credits totaling $432.99 were applied to the account to offset all of the associate equipment charges assessed in accordance with our 30-day Satisfaction Guarantee. As a result of the overpayment, we processed a refund in the same amount back to his credit card on file. Ms. [redacted] acknowledged her satisfaction with this resolution. We regret any inconvenience that Mr. and Ms. [redacted] may have experienced. If I may be of further assistance with these matters, they can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 10 a.m. to 6 p.m., Central Time. Sincerely, Clara C. Executive Services Analyst

January 8, 2018 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] Sprint Account XXXXX7454, [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced rebuttal for [redacted] has been forwarded to our office for review. We appreciate your assistance in bringing our customer’s concern to our attention once more. In the information provided, Ms. [redacted] expressed her dissatisfaction with our collection efforts. She does not agree with Sprint pursuing debt collection efforts after her account has been assigned to an outside debt collector. We have reviewed thoroughly reviewed Ms. [redacted] ’s account and do not find that an error occurred regarding collection of the outstanding debt. We attempted to contact Ms. [redacted] via telephone and e-mail on January 4, 7, and 8, 2018, to again discuss her concerns in detail. Unfortunately, we were unable to reach her. As of today’s date, we have not received a return call from Ms. [redacted] ; however, we look forward to speaking with Ms. [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account. While we regret that Ms. [redacted] is not satisfied with our response, our position remains unchanged. We are confident that Ms. [redacted] ’s concerns have been fully addressed and resolved to the best of our ability. If we can be of further assistance with this matter, Ms. [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext. ***. I am available Sunday through Thursday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Jaime R. Executive 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.Sprint unlocked my device, that is all I wanted from them, my issue is resolved. Regards, [redacted] ***

July 18, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 June 26, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms. [redacted] ’s filing, she expressed her dissatisfaction with the delay and hold times while attempting to resolve her account concerns with our Customer Care group. In addition, she expressed her dissatisfaction with the inability to receive a promotional credit in association with her purchase of Samsung S7 device for phone line ending in ***. Ms. [redacted] requested that Sprint review this matter, cancel her Installment Billing agreement and adjust her account accordingly. We are aware that on occasion customers may experience extended hold times when contacting our Customer Care groups by phone, due to various factors. Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representative. Ms. [redacted] may visit our web site, www.sprint.com, and login to her MySprint account to perform general account maintenance and to make payments or setup payments arrangements, if available. Customers may also use their Sprint device to access our automated services, such as the Sprint Zone app, dialing *2 for general information, dialing *3 to make payments, and dialing *4 to obtain estimated minute usage and account balance information. Sprint has reviewed Ms. [redacted] ’s complaint. On February 3, 2015, Ms. [redacted] upgraded the device associated with phone line ending [redacted] via our Telesales group. At that time, she activated a device via Sprint’s Leasing program. However, on February 27, 2017, our records state that Ms. [redacted] upgraded the device associated with phone line ending in [redacted] and purchased a device via Sprint’s Monthly Installment Billing program. Within this sales transaction, Ms. [redacted] paid off her original Lease Agreement for above phone line. We regret any miscommunication Ms. [redacted] may have received pertaining to Sprint’s promotional offers. In an effort to resolve her account concerns, on July 13, 2017, we spoke with Ms. [redacted] and agreed to cancel the Monthly Installment Billing Agreement for phone line ending in [redacted] with the waiver of the associated charges. In addition, we applied an adjustment of $144.80 to her account to offset the monthly installment charges as reflected on her March through July 2017 billing statements. As a result Ms. [redacted] ’s account reflects a credit balance of $110.64. Ms. [redacted] expressed her satisfaction with Sprint’s efforts to resolve her account concerns. We appreciate Ms. [redacted] taking the time to provide us with her experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review. 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 ###-###-####, ext. ***. I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Eastern Time. Sincerely, /s/ Regina S. 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 satisfactory to me. Although I feel without the intervention of the BBB the outcome may have less then desirable. I thank Sprint for responding to the BBB complaint but I wish things didn't have to go so far. Regards, [redacted] ***

October 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Mahmoud [redacted] Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrMahmoud *** We appreciate the opportunity to address his concerns Based on the information provided in his inquiry, Ms [redacted] advised that he exceeded his data allotment in August 2017, and his monthly charges increased He further advised that he called our Customer Care Department and requested a credit for the data overage, and his request was declined Therefore, he ported his numbers, and is disputing the charges for cancellation reflected on his October invoice Our records reflect that Mr***’s two phones exceeded their allotted gigabytes (GBs) of data, and the overage charges totaling $are reflected on the September 10, 2017, invoice Our records also reflect that we sent text message notifications to each phone number, on August 28, 29, 30, and 31, and September and 4, 2017, advising that he used percent of his data, percent of his data, and sent additional messages to him after he exceeded the GBs We did not identify a billing error, and Mr [redacted] did not deny that he utilized he services Therefore, we must decline his request to credit these valid charges During our conversation with Mr [redacted] on October 24, 2017, we explained his current invoice reflects the accelerated installment and lease balances, as well as the Device Purchase Price (DPP) for the phone number ending in Mr [redacted] agreed to return the device, and once we receive it in good working condition, we will apply a $credit to his account to offset the DPP plus applicable taxes Once the credit if applied for the DPP, Mr [redacted] is responsible for the remaining charges of $ As a courtesy, we removed the $late fee from his current invoice We regret any inconvenience that this matter may have caused Mr*** If he needs further assistance, he can contact me toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

January 18, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX 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 his follinquiry, Mr [redacted] stated that he does not agree with the balance on the account and requests that we accept a payment for a penny to settle the balance on the account During our conversation with Mr [redacted] we apologized for any possible misunderstanding that may have occurred as a result of this issue We advised him that our records reflect that he activated his account on March 28, and at that time agreed to a 24-month Service Agreement in exchange for a subsidized device Our records show that we received a port out request to a new carrier on September 4, 2015, and at that time his account was automatically cancelled Since Mr [redacted] did not fulfill his two-year service agreement his account was automatically assessed a $Early Termination Fee (ETF)On September 4, 2015, we sent him an invoice that reflected a past due balance of $103.63, current charges of $103.63, which brought his balance due to $207.26, which has not been paid Further, we sent him, to the address on record, his October invoice which reflects his ETF of $(including tax, regulatory fees and surcharges) and a late fee of $ We advised Mr [redacted] that although the charges are valid in an effort to resolve his complaint we would agree to credit his account $143.40, which includes the ETF, with the condition that he pays the remaining balance of $ Mr [redacted] declined our offer We sustain that the charges are valid and we recommend he contact the third-party collections agency, Convergent Solutions, for negotiation of the remaining account balance They can be reached at 800-477- While it is our goal to arrive at an amicable resolution to all of our customer’s concerns, we regret that we have been unable to do so in this case Although we have confirmed that the balance on Mr [redacted] ’s account is valid, it is apparent that Mr [redacted] considers the resolution to this matter unsatisfactoryWe regret any inconvenience this matter may have caused Mr [redacted] If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

June 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] A [redacted] , submitted on May 16, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s complaint, she states that she is being overcharged on her bill in the amount of $She states that the additional charges have been adjusted on previous statements; however, there is a refusal to adjust moving forwardMs [redacted] is requesting to receive monies due back to her from SprintOur office attempted to reach Ms [redacted] via phone and e-mail on May 22, and 24, 2017, asking her to contact our office to discuss her concerns Additionally, we mailed a letter to her address on file on June 2, 2017, advising her of our receipt of her complaint and our desire to speak with her to address her concerns 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 If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, Ms [redacted] can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Service Analyst

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] M [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] M*** We appreciate your assistance in brining our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with her customer service experience at her local retail location and coverage in her local area As a result, she has requested to cancel her services at no additional cost Dropped calls can occur any time the radio signal between our network and your wireless device is blocked by natural, man-made, or weather-related obstructions Because we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped; information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage As stated in our Terms and Conditions of Service, which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds 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 As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control that may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service We verified that Ms***’s service area is located in Good/Best coverage In which customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage We spoke with Ms [redacted] on June 9, 2017, and explained that we 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 At that time, she expressed concerns regarding a secondary address of usage, which we confirmed was within fair coverage area We explained our coverage maps provide high level estimates of our coverage areas when using services outdoors under optimal conditions Respectfully, coverage is not available everywhere Although, the address provided is not Ms***’s primary address of usage, we agreed to allow her to cancel the services with the return of the leased Sprint devices to our possession However, we explained that she would be financially responsible for the balance of the three device lease and installment agreements should she cancel prior to satisfactory date of the equipment lease and installment agreements she accepted in March 2016, March and April Respectfully, Ms [redacted] has declined to cancel at this time We appreciate Ms***’s taking time to provide details of her customer service experience at her local Sprint third-party retail location 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 regret any inconvenience these matters may have caused If we can be of further assistance related to this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst