Sprint Corporation

June 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX*** 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 We regret that he has contacted your office once more citing dissatisfaction with our prior responseIn Mr***’s follfiling, he advised that although he is satisfied with our resolution, he received his most recent invoice and the $Talk/Text Access Charges were billed to his accountAs a result, he is requesting that we credit the $Talk/Text Access Charge he was billed and ensure they are waived on future invoices During our conversation with Mr [redacted] on June 23, 2016, we apologized for any possible misunderstanding that may have occurred We advised him that we applied a credit of $to offset the $Talk/Text Access Charge he was billed on his June invoice Additionally, we confirmed that the $Talk/Text Access Charge will be waived; however, it may take up to two billing cycles for the waivers to reflect If we may be of further assistance with this matter, please contact us by calling the 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

February 10, 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 inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s inquiry, he advises he was offered a buy one get one (BOGO) free on Apple iPhone devices at a retail store Mr [redacted] further advises that he accepted this offer; however, the BOGO credit is not reflected on his invoice, and he has been unable to resolve this matter after calling the retail store As a result, he is requesting that we honor the BOGO offer Our records reflect that Mr [redacted] upgraded with two Apple iPhone devices on December 21, 2016, and accepted two-month Installment Billing Agreement on each device We determined that the monthly BOGO credit is not awarding because the promotion is for a free Apple iPhone SE Although we were unable to identify a Sprint billing error, due to any possible misunderstanding, and in effort to bring closure to this matter, we removed one IBA from Mr***’s account As a result, only one IBA will bill to his account monthly for an Apple iPhone We also applied a $credit to his account to offset one of the IBA charges that is reflected on the January 22, 2017, invoice We regret any inconvenience this matter may have caused If further assistance is needed, Mr [redacted] can contact me toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

February 5, 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 12, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his equipment concernMr [redacted] specifically stated that he visited a third-party retailer, Best Buy Mobile to add additional lines of service to the above referenced accountMr [redacted] expressed his dissatisfaction with his ordering experience and the resulting recurring equipment charges reflected on his monthly billing statementsMr [redacted] requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintOur records reflect that Mr [redacted] initially established service with Sprint by portihis phone numbers ending in [redacted] and [redacted] from another wireless provider on December 9th and 11th of 2017, which were activated with equipment he previously obtained prior to establishing services with SprintSprint is committed to providing world-class customer service and it is our goal to resolve all matters brought to our attentionIn the information provided, Mr [redacted] expressed his interest in activating a non-Sprint branded device and information regarding our Bring Your Own Device policy Sprint offers Bring Your Device (BYOD) options for its customers; however, our BYOD program is specific to eligible devices at this timeOur eligible device lineup and details associated with our BYOD program are located online at http://www.sprint.com/landings/bring-your-own-phone/Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint deviceSprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experience After further review of our records, Mr [redacted] visited a third-party retailer, Best Buy Mobile with the intent to add two additional lines of service by purchasing devices via Sprint’s Installment Billing program on December 23, 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 We spoke with Mr [redacted] on January 17, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, Mr [redacted] confirmed that he was aware and that his remaining concern was with regard to the financial eligibility of the devices registered to his phone numbers ending in [redacted] and ***; specifically the two LG Gdevices respective to his Installment Billing Agreements which he elected to pay off early We followwith Mr [redacted] on January 30, We explained to Mr [redacted] that due to the four Installment Billing Agreements being created for the same two Serial Numbers our tools will reflect the financial eligibility locked due to the third party retailer using the same serial numbers to establish subsequent Installment Billing Agreements after cancelling the initial ordersWe appreciate Mr [redacted] taking time to provide details of his experience with Sprint’s retail management teamIn order to provide an amicable resolution and closure to the matter, Sprint made a one time exception and confirmed the two LG Gdevices registered to Mr [redacted] ’s phone numbers ending in [redacted] and [redacted] have been unlocked for domestic and international useMr [redacted] confirmed he was satisfied and had no further concernsWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

May 4, 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 According to the information provided, Ms [redacted] expressed her dissatisfaction with the customer service she received when attempting to resolve a billing dispute and set payment arrangements to avoid service interruption We spoke with Ms [redacted] on April 29, 2017, and discussed her request to lower her monthly bill In an effort to resolve this matter, we restored her services, set up a payment arrangement of $due by May 12, Additionally, we updated her price plan to our promotional pricing for the Unlimited Freedom plan, where lines 1-are $off through June With this action, Ms [redacted] confirmed that she considers her complaint to be fully resolved We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service 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 On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

August 31, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint 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 customer’s concerns to our ***ention In her inquiry, Ms [redacted] states since the beginning of service she has had billing issues She states when she calls about her account, she is informed that the billing is resolved; however, she states the billing continues to be incorrect As a result, she would like her account credited for the disputed monthly charges, and if this cannot be resolved, she would like an agreement that he can switch to another carrierPlease be advised that we spoke to Ms [redacted] on several occasions regarding her account billing concerns During our discussions with Ms [redacted] , she stated she was quoted $per month for two phone lines that included her service plan and equipment charges She also stated that the iPhone 6s was offered to her at no cost with the purchase of the iPhone and trade in of her old devices We advised Ms [redacted] that based on our records her estimated monthly cost of service is $ This rate includes the service plan and both the Lease and Installment Billing Agreements for her two phone linesAt that time, Ms [redacted] disagreed on the monthly cost of $ She further stated she did not agree to a Lease Agreement for the iPhone We advised Ms [redacted] that we will research this matter and follwith her Based on our investigative findings, we were able to locate a signed copy of her Lease Agreement for the iPhone device, which includes a description of the charge in questionAs a result, we determined that the Lease Agreement is valid As a result, at the end of the lease term, Ms [redacted] will have the option to purchase the device at the “end of lease” cost, continue leasing the device, or turn in the phone However, in our effort to amicably resolve this matter, we will apply a monthly service credit of $to offset the installment billing for the iPhone 6s device With the noted credit adjustment, Ms [redacted] ’s estimated monthly rate is now $107.09, excluding surcharges, taxes and fees This rate includes the monthly service charge and billing of the devices We attempted to follwith Ms [redacted] on August 31, 2017; however, we were unsuccessful in reaching herWe regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] requires any further assistance with this matter, I can be reached by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central TimeSincerely, Alethea B.Executive Services Analyst Tell us why here

November 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Prepaid Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Sprint Prepaid (SPP) concerns to our attention In his inquiry, Mr [redacted] indicated that he was charged twice for his payment in September for one month of service As such, he requested a refund for one of his service payments We spoke with Mr [redacted] regarding this matter on October 31, 2016, and explained that per the SPP Terms and Conditions, service payments are not refundable A review of his account indicated that he is currently enrolled in our automatic payments feature, and was charged $on September 11, He further indicated on September 15, 2016, he attempted to change his price plan on our website, to be effective on October 11, 2016; however, his plan was changed immediately on September 15, 2016, and he was charged $to cover the cost of his new plan Our records reflect that our Finance department reviewed his refund request, and denied his request due to excessive usage As a courtesy, we offered to credit the account $to cover his over payment and to offset half a month of service charges Mr [redacted] accepted our offer and expressed his understanding and satisfaction with our resolution We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 10:a.mto 6:p.m., Central Time Sincerely, Chris HExecutive Services Analyst

June 30, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our customer Care representatives during his attempts to resolve the charges on his cancelled account Mr [redacted] stated he cancelled his service with Sprint on December 14, 2016, and paid off the $remaining balance He further advised that he stopped using his device since June 2016, and he has documentation that the account was cancelled with zero balanceMr [redacted] advised that he continues to receive a bill has contacted our customer service department; however, this issue has not been resolved As a result, Mr [redacted] is requesting that we stop sending him bills and make sure his account is cancelled Our records reflect that Mr [redacted] established service with us on April 6, 2015, with one line of service, and leased devices under 24-month installment agreements Subsequently, our records reflect that Mr [redacted] contacted our customer care department on December 14, 2016, to pay the equipment accelerated balance $He also requested to cancel the account Due to an inadvertent error, the account was not cancelled until April 6, We also confirmed there has been no usage on the account since December Accordingly, we adjusted the $balance on the account We also contacted the outside collections agency and advised them to cease all further collection efforts on this account They, in turn, will request that the credit bureaus remove any negative reporting regarding this issue Please allow up to days for completion of this process During our conversation with Mr [redacted] on June 27, 2017, we explained the information outlined above Mr [redacted] thanked us for resolving his issue We appreciate Mr [redacted] for taking time to provide details of his experience with our customer care representativesWe 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 this matter may have caused, and are happy that we were able to resolve Mr [redacted] ’s issueIf we can be of further assistance with this matter, Mr [redacted] can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

April 14, Consumer Specialist Kansas City Revdex.com Ward Pkwy, 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] submitted on April 10, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s follow-filing expressed his dissatisfaction with the American Express (AMEX) device Non-Tufees being assessed to his account as reflected on the November billing statementMr [redacted] stated that he returned his previous wireless service provider’s devices to Sprint’s Returns warehouse in December Mr [redacted] further expressed his dissatisfaction with the reconnection fees being assessed to his account each time his services are reinstatedMr [redacted] requested that Sprint review these matters, allow him the ability to return his lease devices and cancel his account without further cost to himIn addition, adjust his account accordingly Sprint has reviewed Mr***’s complaintAs stated in our initial response, we spoke with Mr [redacted] on March 6, 2017, to discuss his concernsDuring that call, we advised Mr [redacted] that we would review his account concerns and follwith him accordinglyAccording to our records, on October 9, 2015, Mr [redacted] portphone lines ending in [redacted] and ***At that time, he activated devices via Sprint’s Leasing program and participated in Sprint’s Contract Buyout promotional offer We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records further indicate on August 9, 2016, Sprint mailed Mr [redacted] his American Express Reward Cards totaling $to his address on fileHowever, Mr [redacted] did not tuhis previous wireless service provider’s devices to Sprint’s Returns warehouseTherefore, Mr***’s account was assessed an American Express (AMEX) device Non-Tufee of $per line, associated with phone lines ending in [redacted] and ***, as reflected on the November billing statement During the November and the January billing cycles, Mr***’s account was suspended for nonpayment due the outstanding account balanceTherefore, Mr***’s account was assessed reconnection fees and late fees totaling $as reflected on each billing statement Upon Mr***’s follfiling, we spoke with him on April 12, 2017, and relayed the above information to him and advised that our records do not indicate that he turnhis previous wireless service provider’s devices to Sprint’s Returns warehouseAlthough we sustain that the disputed charges are valid, to satisfactorily resolve this matter, we offered Mr [redacted] an adjustment of $to offset one of the American Express (AMEX) device Non-Tufees as reflected on the November billing statementRegrettably, Mr [redacted] declined our offerShould Mr [redacted] reconsider our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Mr***If Mr [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext., ***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive Service Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] L [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] L [redacted] , submitted on May 25, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he states that he only wants to pay fair market value for his iPad Mini He states that she has had an unfavorable customer experience while attempting to address the fact that he is required to pay $before tax for the equipment, but the buyback value is only $Mr [redacted] is requesting to pay only the $30, which is the value of the tablet We spoke with Mr [redacted] on May 31, 2017, regarding his concernsWe explained to him that per the signed lease agreement on file, the purchase cost of the tablet at the end of the lease term is $before any fees or taxesWe further explained that is the cost that he would be responsible for to purchase the iPad Mini Mr [redacted] understood the information providedWe appreciate Mr [redacted] for taking the time to provide us with details of her recent customer service experience 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 processesWe 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 Time Sincerely, LaToya [redacted] Executive Services Analyst

Tell us why hereMarch 17, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It [redacted] 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] disputed charges assessed to her account for tablet devices that were presented to her as free and with cancellation fees assessed to her account when she terminated services to her tablet line of services Ms [redacted] requested that we credit those charges and fees from her account of misinformation provided to her We regret any misunderstanding that [redacted] have occurred regarding Ms [redacted] ’s referenced billing Our records reflect that her two referenced tablet lines of service were activated on December 11, 2016, when she accepted two-year term agreements in exchange for our providing the equipment to her at no charge Although there was no charge for the equipment, we assessed service charges of $per month for the corresponding data rate plan Our records further reflect Ms [redacted] terminated the two lines of service associated with her referenced tablet devices on February 18, 2017, prior to the satisfaction of her accepted term agreements noted above As such, we assessed two $Early Termination Fees (ETFs) to her account, pursuant to the terms of those agreements During our conversation with Ms [redacted] on March 9, 2017, we explained the information detailed above Although we were unable to identify any error on the part of Sprint related to her disputed billing, we offered to credit her ETFs contingent upon the return of her two tablet devices to our possession, in good working order, within days Ms [redacted] accepted our offer, and we sent two prepaid shipping kits to her to facilitate the return of her equipment to our warehouse Ms [redacted] is aware that the offered credits will only be applied once our receipt and the condition of her equipment is verified by our warehouse team We appreciate Ms [redacted] ’s taking time to provide details of her 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 that her concerns have been forwarded to the appropriate managerial teams for further reviewWe regret any inconvenience these issues [redacted] have caused Ms [redacted] 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 ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

April 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 April 2, 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 experience while attempting to address her billing concernsMs [redacted] further stated that she upgraded her device in December and she returned her iPhone Plus Gold 16GB device associated with phone number ending in [redacted] with the return kit provided and Sprint credited her account $in January However, she expressed her dissatisfaction with Sprint’s findings that the device was never received at our Returns warehouse and she needed to pay for the deviceFurthermore, Ms [redacted] stated that while the device was resolved and Sprint credited her, she remains dissatisfied that Sprint reversed a portion of the credit issued for the returned device as it was more than she was suppose to received and that the credit was reversedMs [redacted] requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] activated an iPhone Plus Gold 16GB device via Sprint’s Leasing program on February 7, 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 Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate a signed copy of her Lease Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her Lease Agreement or other monthly charges on Sprint’s part during the activation of her current plan After further review of our records, Sprint confirmed that Ms [redacted] participated in Sprint’s past promotional offer which allowed qualified customers with a 24-Month lease the option to participate in Sprint’s Early Upgrade with Giveback programBased on our review, Ms [redacted] initiated an early upgrade for equipment associated with phone number ending in [redacted] on December 12, 201, and elected to participate in Sprint's Giveback promotion rather than pay the remaining unbilled Lease charges per the terms of her respective Lease AgreementIn consideration of Ms [redacted] ’s traof her iPhone Plus Gold 16GB device a $credit was applied to her account on December 12, Please note that the tradevices once credited receive no further credits for the return of the deviceSubsequently, Sprint applied credits in the amount of $to Ms [redacted] ’s account for the returned iPhone Plus Gold 16GB device associated with phone number ending in ***However, Ms [redacted] received credits totaling $541.48, which resulted in $in credits more than she was suppose to receive for the return of the iPhone Plus Gold 16GB device We spoke with Ms [redacted] on April 10, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that we must respectfully deny her request for waiver of the amount over creditedSprint does not believe that a credit or waiver of the service agreement is warranted for this matter; while we sustain that no further credit is due for this matter, in effort to provide an amicable resolution and closure to this matter we offered a one time courtesy adjustment in the amount of $to offset late payment fees as reflected on Ms [redacted] ’s February and March billing statementsMs [redacted] did not confirm her acceptance of our offer as a satisfactory or mutually acceptable resolutionTherefore, if Ms [redacted] should wish to accept our proposed offer, we urge her to contact the undersigned directly at the phone number below within days of this response We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe 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 regret 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 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12055423, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Mr [redacted] regarding Sprint account XXXXXWe appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences during his attempts to address a billing concern, stating that he was provided with conflicting information regarding the balance that is reflected on his Sprint accountHe expressed further dissatisfaction that his service was interrupted after he set up a payment arrangement via our web siteHe requested that we apply credit to his account to compensate him for the level of customer service that he received during the referenced interactions with our Collections department We appreciate Mr***’ taking the time to provide us with details of his experiences with our Collection and Customer Service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that may have caused Mr***’ to contact your agencyWe realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available; however, not all payment arrangement requests can be honored During our July 25, 2017, conversation with Mr***, he indicated his understanding of our explanation but reiterated that it appeared that his payment arrangement was successful when he requested additional time to pay his past-due balance via our web siteAlthough we do not compensate for the level of customer service that our customers may receive or for the length of time that is taken to resolve a matter, as a one-time courtesy, we applied a $credit to Mr***’ account to offset the pending reconnection fee along with the taxes, regulatory charges and surcharges Please be advised that a confirmation number should be reflected on our web site after a customer’s payment arrangement is successfully requestedIn addition, our customers are generally notified by text or e-mail confirming that their payment arrangement was accepted as well as the date(s) when their payment(s) will be deducted from their credit card or bank account We are pleased that we were able to reach an amicable resolution, and Mr [redacted] is satisfied with the actions that were taken on his accountIf we can be of further assistance regarding these matters, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, #***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany *.Executive Services Analyst

Hello,A representative from the business reached out to us and resolved the issueThey have completely taken care of the issue and done even moreI cannot figure out how to note this on the Revdex.com site

November 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – Rosemary B [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of MsRosemary B***, which is in response to our November 10, 2017, correspondence We welcome the opportunity to revisit our prior investigative findings In her supplemental inquiry, MsB [redacted] states that she understands the terms of service was in the brochure and on our website; however, she states that she was not informed of the terms or provided a copy of the brochure when she received her new devices MsB [redacted] further states that she received a phone call from our office and provided a copy of her AT&T bill and was waiting for some updated information She also states that she turned in three old phones, and was provided an account credit for two devices, but did not receive credit for the LG device Additionally, MsB [redacted] states that she received three $gift cards for the phones that she surrendered to Sprint; however, her AT&T bill is $1, She states that she is attempting to obtain a final bill copy from AT&TAnd last, she states that she was unware that she was required to register for the switching and cancellation fees until she spoke with our office In our previous response and previous discussion with MsB***, we requested that she forward her final invoice from her previous carrier so that we can address her Contract Buyout concerns We received an imported invoice from MsB [redacted] and advised that we needed the actual invoice or a copy of the original invoice she received from her previous carrier Our records reflect that she ported six lines of service to Sprint on September 17, 2017; however, only three devices were traded in at that time, making only those three lines eligible for the promotional offer MsB [redacted] confirmed that she recently received the postage paid return packages and mailed the other devices back to Sprint on October 30, Once the devices are received in our warehouse in good working order, we will process the Contract Buyout promotion for the eligible lines of service On November 2, 2017, MsB [redacted] emailed our office and stated that she is still attempting to locate her final and will forward that information for processing her promotional offer At that time, we requested that MsB [redacted] provide all pertinent information within days Additionally, regarding our Contract Buyout promotion, Sprint covers switching fees up to $via a Visa Prepaid Card (less tracredit provided) after online registration and new phone activation On November 15, 2017, MsB [redacted] sent our office a copy of her October invoice with her previous provider; however, the invoice does not reflect the actual cancellation charges she was assessed We responded to MsB [redacted] via email and informed her that based on our review, the invoice that reflects her cancellation charges appears to be reflected on her September invoice As a result, we requested that she provide a copy of her September invoice in order to move forward with processing any outstanding amount due to redeem our Contract Buyout promotion We regret any inconvenience this matter may have caused MsB*** If we can be of further assistance, we can be contacted by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday, through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea B Executive Services Analyst

September 14, 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 Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to obtain his final invoice, citing that he no longer has access to our web site since he is no longer a Sprint customerAs a result, he requested that we mail his final invoice to his billing address We appreciate Mr***’ taking time to provide details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review Although our attempts to contact Mr [redacted] have been unsuccessful, based on the information in his inquiry, we mailed a copy of his August 27, 2016, invoice and updated his account to receive future paper invoicesTherefore, his September 27, 2016, invoice should be mailed on September 23, We also applied a credit of $to Mr***’ account to offset the surcharges that are reflected on his August 27, 2016, invoiceThat credit will be reflected on his September 27, 2016, invoiceHis account is now in canceled status with a zero balance, and no additional payment is due If we can be of further assistance regarding these matters, Mr [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

February 9, 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 Mr [redacted] file on behalf of Sprint accountholder Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] disputed our continuing to assess charges to Ms [redacted] ’s Sprint account, advising that she terminated her services with us in June and paid her final account balance due in October He requested that we credit those charges and close her account We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing Our records reflect that Ms [redacted] ported three of her four mobile numbers from Sprint to another wireless provider on June 4, 2016, thereby cancelling those lines of service from her Sprint account However, we have no record of any cancellation request from her related to her fourth mobile number associated with her Sprint account As such, we continued to bill for that line of service Our records further reflect that Ms [redacted] previously escalated her reported concerns to our Finance department on January 27, 2017, and that the information outlined above was explained to her At that time, we terminated her fourth line of service In addition, although we confirmed that her disputed balance due of $was both accurate and valid, we agreed to credit a portion of that balance if she would pay the remaining amount Ms [redacted] agreed, and we applied credit of $to her account as offered Ms [redacted] remitted her payment of $by credit card, leaving her Sprint account to closed status with a zero balance We regret the circumstances that led to Ms [redacted] ’s decision to cancel her service with us and any delay in bringing her reported concerns to resolution We believe that Mr [redacted] ’s reported concerns have been resolved; however, Ms [redacted] is welcome to contact me directly if she wishes to discuss these matters further, or to allow us to do so with Mr [redacted] , by calling our Executive & Regulatory Services department at our toll-free number ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell [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: the fact that the return wasn't processed appropriate due to someone at sprints mistake is not my fault! As long as the credit for the phone goes through for the full amount of what the phone is worth I don't see a problemYou also need to take into consideration that I had paid for previous months the surcharge before the credit was given to meAt this point I need a full breakdown of what the amount of the phone is what credit was given and what I paidI need to make sure I have it in explicit writingI will not pay for something that sprint is at fault with in regards to their internal miscommunication! Regards, [redacted] ***

June 13, 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 rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his rebuttal, Mr [redacted] expressed his dissatisfaction regarding Sprint’s collection practices and in assisting with his delinquent status on his account Mr [redacted] also detailed his request to terminate his agreement for the tablet and return the device, which was declined by our Customer Care Department Mr [redacted] also stated that he was paying for WiFi service on his tablet, yet he had a hotspot feature on his phone Furthere, Mr [redacted] stated that he was informed that he would not be able to take his number to another carrier due to the balance owed to Sprint He is requesting a resolution to these issues As stated in our Terms and Conditions of Services, payments are due upon receipt However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored 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 Our records reflect that on September 7, 2016, Mr [redacted] elected to purchase a tablet via an installment agreement Our records also show that he elected to add a tablet plan, which was required in order to activate the equipment 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 device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There 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 Therefore, since Mr [redacted] is outside of our Day Return Policy, which can be viewed on www.sprint.com/returns, we respectfully decline his request to return his tablet with a waiver of the valid agreement Further, we would note that the Number Portability process is regulated by the Federal Communications Commission (FCC) and Sprint strictly complies with that process We spoke with MrViernes on June 11, 2017, at which time Mr [redacted] remitted a payment to restore his service Additionally, we advised him of the above informationAlthough Mr [redacted] may disagree with our position, we are confident that his concerns have been fully addressed and resolved to the best of our ability Consequently, all further inquiries regarding this matter will be met with the same responseWe regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

January 19, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiryWe appreciate your assistance in bringing Ms ***’s concerns to our attention Based on the information received, Ms [redacted] stated that an unauthorized account was established using her personal identifiers We spoke with Ms [redacted] on January 11, 2016, and advised her that she would need to complete an Identity Theft Affidavit that is available online at www.sprint.comAt that time, she requested it be sent via emailThe Affidavit was sent to her email address on file After Ms [redacted] provides the requested information, our Fraud Management department will research the accountIf fraudulent activity is confirmed, we will process all necessary adjustments to zero out the account balanceWe regret any inconvenience Ms [redacted] may have experienced If we can be of further assistance, you can contact the Executive and Regulatory Services department at our toll-free number ###-###-####, extension ***I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Sharon R Executive Services Analyst

April 19, Revdex.com of Greater Kansas City 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] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he terminated his Sprint service within the promotional days satisfaction guarantee period He stated that the devices were returned and device charges refunded; however, he has not received a refund for $sales taxes he paid at the point of purchase Mr [redacted] requested the refund of the $ For a limited time, a new line of service activated as of March 25, had 30-days to try Sprint service without being liable for service and device chargesGuarantee covered reimbursement for device purchase (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when device is returned Mr [redacted] activated and later terminated service within the promotional days satisfaction guarantee period, therefore, a refund check has been issued and mailed to the address on file and he should receive it within 7-days We attempted to follwith Mr [redacted] on April 17, 2017, in order to relay the above information However, we have not received a response We regret any inconvenience this matter may have caused If Mr [redacted] has any additional questions regarding this matter, he can contact our office toll-free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst