Sprint Corporation

October 28, Revdex.com [redacted] Re: Revdex.com Complaint [redacted] , Ms [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] *** submitted on September 27, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her concerns with being overcharged for her monthly costs due to her address being listed in the incorrect tax jurisdictionMs [redacted] stated that she contacted Sprint with regards to being assessed the incorrect taxes; and she received a $creditFurther, Ms [redacted] stated that she was offered to update her price plan to lower her monthly costsHowever, Ms [redacted] further stated that her monthly charges increased the following monthLastly, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to address her account concernsMs [redacted] requested that Sprint review these matters, ensure that her monthly charges are corrected, and adjust her account accordingly Sprint has reviewed Ms***’s complaintAccording to our records, Ms [redacted] established service with Sprint on July 10, Upon the activation of her service, she resided in [redacted] Further, our records show, on July 19, 2014, Ms [redacted] contacted Sprint and requested to have the billing address on the account updated to an address in [redacted] ***Regrettably, the subscriber addresses associated with phone lines ending in ***, ***, ***, and [redacted] were note updated to reflect the [redacted] addressAs a result, Ms [redacted] continued to incur Surcharges and taxes from multiple jurisdictions on the above phone linesFurther, it was noted on September 10, 2016, the physical address was updated for the four subscribers in question Please be advised that the taxes collected are billed by Sprint on behalf of the state and local government and that there is a statute of limitations of months to refund taxesBased on our review, Sprint discovered that the tax rate for the jurisdiction for [redacted] is higher than the tax rate for [redacted] As such, we confirmed no tax credits are due for the change in tax jurisdiction Additionally, on September 10, 2016, Ms [redacted] updated her price plan on the aforementioned phone lines to Sprint’s Unlimited planUpon further review of Ms***’s account, Sprint confirmed that the increase in pricing was due to a system errorSince this was a systematic error, the additional charges were automatically adjusted in the amount of $on September 12, We spoke with Ms [redacted] on October 27, 2016, and relayed the aforementioned information to herDuring that call, we confirmed that a late fee charge was assessed to Ms***’s account as reflected on the September invoiceAlthough we were unable to identify any additional billing errors, we have agreed to apply an additional adjustment of $to Ms***’s account to offset the late feeMs [redacted] confirmed that she was satisfied with the resolution providedWe apologize for any inconvenience this matter may have caused Ms*** We appreciate Ms [redacted] taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ####I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy H [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have traded in brand new PAID OFF iPhones and we only switched to Sprint due to their promotion of Iphone on usDue to the switch we endured months of nightmare In summary I do not accept any fees or charges towards the phones Regards, Serkan S***

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] stated that she cancelled her Sprint service in November 2016, and attempted to return the devices to a local retail store but that the retail representative informed her that they could not accept her return requests She expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to return the devices to us, stating that we promised to forward return materials to her on several occasions, which never arrived Ms [redacted] further stated that she visited another retail location on December 23, 2016, and they were able to return her equipment However, she expressed further dissatisfaction with our forwarding an invoice that reflected past due status and with the length of time taken for us to apply credits to her closed Sprint account to bring the balance to zero She requested that we credit her account and cease collections notifications We attempted to contact Ms [redacted] via telephone and e-mail to discuss the concerns reported to your office in detail on January 23, 24, and 27, Although she responded to our initial contact attempts to inform us that her schedule has not permitted her to contact us via e-mail on January 25, 2017, she has not followed up with our office as she indicated in her e-mail response on that day Therefore, we forwarded a letter to her address-of-record on January 27, 2017, inviting her to contact us to discuss her concerns in detail We would like to note that we also agreed to finalize her concerns via e-mail due to her busy schedule Regrettably, Ms [redacted] has not responded to any of our invitations thus far Although we have been unable to resolve this matter directly with Ms [redacted] , we have reviewed her account records to bring her reported concerns to amicable resolution We regret any possible misunderstanding that may have occurred regarding our cancellation protocol Our records reflect that Ms [redacted] activated two lines of service with us on October 4, 2014, with 24-month device lease agreements, and cancelled those services on October 22, 2016, upon her fulfilling the referenced device leases Pursuant to the terms of her signed agreements, the End of Lease (EOL) Purchase Amount of $per lease agreement were assessed to her Sprint account on the invoice dated November 10, 2016; pending the return of the leased equipment to us Regrettably, the initial store Ms [redacted] visited to return the Sprint-branded devices was not a corporately owned Sprint store and they were unable to assist with her return requests The retail store that she subsequently visited on December 23, 2016, was a corporate owned Sprint store, and they facilitated the return of the leased equipment to our warehouse As outlined in the terms of her lease agreements, credits to offset the EOL Purchase Amounts assessed to one’s Sprint account will be provided within two bill cycles of our warehouse documenting the return of the devices in good working condition We regret if our customer service and retail representatives did not reiterate the timeframe credits would be applied to offset the disputed charges The appropriate feedback has been forwarded to management empowered to make changes in this area Our records further reflect that our warehouse documented the return of the leased equipment on January 13, 2017, and at that time, credits totaling $were applied to Ms [redacted] ’s now-closed Sprint account to bring the balance to zero She will receive an invoice to confirm these actions within days of her account cycle date, on February 6, We appreciate Ms [redacted] ’s taking time to provide the details of her experiences with our retail and customer service representatives, and further regret that the level of service provided was not indicative of the world-class service we strive to provide 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 the delay Ms [redacted] experienced during her attempt to return the leased devices to us If we can be of further assistance with these matters, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension #### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell LB [redacted] Executive Services Analyst

December 24, [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 inquiry of Mr [redacted] regarding Sprint account XXXXXWe appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] advised that we are not honoring promotional pricing offered to him for his four lines of Sprint service, citing that multiple Sprint representatives assured him that we would not assess Phone Access Charges to his account after the recent upgrading of his devicesHe requested that we waive the those charges as promised to him We regret any possible misunderstanding that may have occurred related to Mr***’s referenced Sprint billingUnfortunately, we verified that Mr***’s account does not meet the eligibility requirements to waive the monthly Phone Access Charges because he did not port his telephone numbers from a different provider, as stipulated by the terms of that promotional offer During our December 23, 2015, discussion with Mr***, we explained the information outlined aboveHowever, due to any miscommunication that may have been provided to him when he upgraded his devices, we applied one-time credits totaling $to Mr***’s account to offset an amount equivalent to the $monthly Phone Access Charges on his four lines of service for months, as well as the activation fee plus applicable taxes, regulatory fees, and surcharges associated with the line ending in Those credits will be reflected on his next invoice We are pleased to inform you that Mr [redacted] accepted our resolution offerIf we can be of further assistance regarding these matters, you or 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 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

September 12, 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information provided in the inquiry, Ms [redacted] advises that she tried Sprint service, and cancelled her account within the 30-day Satisfaction Guarantee She also advises that she was referred to a store to return the iPhones; however, the store would not accept them Therefore, she is disputing the charges assessed to her account and requests compensation for the time spent trying to resolve her account concerns Our records reflect that Ms [redacted] activated service on June 14, 2016, and canceled her account on June 22, Our store representative documented her account that two iPhones were left at the store; however, because the return process was not followed, this caused a delay in registering the returned devices and applying the applicable device return credits We regret any possible misunderstanding that may have occurred regarding our device return process To address this matter, the store representative processed the return of Ms [redacted] ’s phones, and the account balance was negated As a result, Ms [redacted] ’s account is in a final status with a zero balance Sprint appreciates Ms [redacted] ’s past patronage; however, as per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention As a result, we must respectfully decline her request for compensationWe appreciate Ms [redacted] for taking time to provide us with the details of her experience with our representatives, as we are continually striving to improve the quality of service provided to our customers Please be assured that customer feedback is invaluable and consistently utilized as we re-evaluate our current processes and training curriculumWe regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, she can reach me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive 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 Much was left out in their response about the hassle of getting the phone taken care of, but I did accept their offer of credit for the pain and suffering the whole issue caused Regards, [redacted] ***

September Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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 In the information provided, Mr [redacted] expressed his dissatisfaction with the length of teim taken for us to unlock his Sprint-branded device for use on another domestic network He also described his unfavorable customer experience while attempting to address that concern We regret any possible misunderstanding that may have occurred regarding the unlocking of Mr [redacted] ’ noted device “Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;The account associated with the device must be in good standing;The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’ Apple iPhone SE device was eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on August 22, During our conversation with Mr [redacted] on August 29, 2017, we discussed the above-mentioned information Mr [redacted] acknowledged that information but advised that he was never notified of the unlock status of the device Although we were unable to identify any error on the part of Sprint related to Mr [redacted] ’ device concerns, we applied credits totaling $to his Sprint account to offset the Early Termination Fee assessed when he canceled his corresponding line of Sprint service, as a courtesy We also confirmed the return of other Sprint devices associated with his previous Sprint lines of service and that credits of $were applied to his account on September 9, 2017, to offset the Device Purchase Option charges associated with those devices that were assessed to his accountAs a result, Mr [redacted] ’ Sprint account is now in closed status with an adjusted final balance due of $ We appreciate Mr [redacted] ’ taking time to provide details of his experience with our Customer Care department 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 Mr [redacted] and the loss of his business If we can be of further assistance with these issues, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

November 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX3759, Nicole M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led MsM [redacted] to contact you once again In her original filing, MsM [redacted] stated that she purchased a device on July 5, 2017, and has been having problems with the phone She stated she visited a service and repair center store and was advised that it would cost up to $for them to diagnose the issue and repair the device She advised that we had sent her a replacement phone; however, it was sent to the wrong address We followed up with MsM [redacted] on November 20, 2017, and apologized for the delay in addressing this matter At that time, we placed another order for a replacement phone and advised that it may be a different color MsM [redacted] confirmed her understanding and accepted our resolution Based on the information received from MsM [redacted] , she states that she had an unfavorable customer experience while attempting to address her concernPlease be assured that this experience is not indicative of the level of service we expect from our employees The feedback MsM [redacted] provided will be forwarded to the appropriate management staff empowered to make changes in this area If I can be of further assistance, MsM [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

April 29, To Whom It May Concern: We appreciate your assistance in bringing Mr [redacted] ***’ concern to our attention We regret any inconvenience that he may have experienced in this matter According to the information provided in the inquiry, Mr*** expressed his dissatisfaction with the performance of his phone As a result, he is requesting a different model phone or a refund for his deviceDuring our discussion with Mr***, he stated that he received a persistent black screen on the above-referenced phone Although our account records indicate that our Customer Care representatives and Service & Repair Center technicians put forth many attempts to resolve the issue, the concern regarding the phone’s screen continued Mr [redacted] also sent the phone to the manufacturer several times to be repaired; however, the persistent black screen continued We regret that Mr***’s device issue remains unresolved In an effort to reach an amicable resolution in this matter, we advised Mr [redacted] that with the return of his phone, we will cancel its associated Installment Billing Agreement and apply a credit to his account to offset the remaining balance for the device Further, we advised him that we will also apply a $account credit to offset eight months of his previous Installment Billing payments that he remitted during the time that the phone could not be used We also advised him that he is now eligible for device upgrade via our lease, Easy Pay, or discounted pricing programs for phone number ending in He stated that the matter is resolvedWe apologize for any inconvenience that Mr [redacted] experienced in this matter If he needs further assistance, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, [redacted] *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 Regards, [redacted] ***

February 19, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr*** We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated he turned in an additional device for a service credit in the amount of $ To date, he has not received this adjustmentDuring our conversation with Mr [redacted] on February 13, 2017, we were unable to locate notations agreeing to this proposal However, we did confirm an additional device was received by our warehouse As such, we applied an adjustment of $to Mr***’s account He has confirmed this matter has been resolved We appreciate Mr [redacted] for taking time to provide details of his 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 processesOn behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of this concern If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central TimeSincerely, Linard A.Executive Services Analyst

November 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Liz [redacted] Sprint Account XXXXX2394, Elizabeth [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Liz [redacted] on behalf of the account holder, Elizabeth [redacted] submitted on November 2, 2017, regarding their unresolved account concernsWe regret the circumstances that led Ms [redacted] to contact your office again According to the information provided, Ms [redacted] expressed her dissatisfaction with our response dated November 2, 2017, regarding our Switch to Sprint promotional offerSpecifically, expressing her concerns with our request to provide us with the itemized invoice from her previous wireless provider Sprint has reviewed Ms***’s complaintAs stated in our response dated November 2, 2017, 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 website 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 With regard to our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activationCustomers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not includedCustomer is responsible for paying their previous provider After completing our review of Ms***’s complaint in tandem with Sprint’s records, we have confirmed that the above referenced account is ineligible to participate in our Switch to Sprint promotion due to not meeting the qualifying criteriaSpecifically, qualified participants in the Switch to Sprint promotional offer were required to register for the Contract Buyout through online registration of their final invoice from their previous provider We spoke with Ms [redacted] on behalf of the account holder, Elizabeth [redacted] October 18, 2017, to discuss their concern in detail and relayed the aforementioned informationDuring our conversation, we advised Ms [redacted] that we regret any misunderstanding regarding Sprint’s promotional offersIn order to provide an amicable resolution and closure to this matter Sprint agreed to make an exception to the expiration period related to registration for the Switch to Sprint promotion if Ms [redacted] would provide a copy of the itemized invoice from her previous wireless service provider indication the Early Termination Fees or device accelerated Installment Billing balances for the applicable phone numbers ending in ***, ***, and ***However, Ms [redacted] advised us that she previously had a very difficult time with retrieving the requested information from her previous wireless service provider and that it would be potentially impossible to obtain them againRegrettably, in order to proceed with respect to any possible exception in honoring the Switch to Sprint promotion we would require the itemized invoice from her previous wireless service provider We followwith Ms [redacted] on November 10, 2017, to discuss her concern in detail and reiterated the aforementioned informationDuring our conversation, Ms [redacted] confirmed her understanding with our position and that our decision remains unchanged but wished to advise she is still waiting on the requested itemized invoice from her previous wireless service providerWe explained to Ms [redacted] that she may contact the undersigned directly at the phone number noted below or via email with the itemized invoice for further assistanceMs [redacted] expressed acknowledged the information that was relayed to her and did not have any further concerns We regret any inconvenience this matter may have caused Liz and Elizabeth ***If we can be of further assistance, Liz or Elizabeth can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

January 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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 customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our Retail and Customer Care representatives, citing that the phone that she currently leases has malfunctioned and that she has been offered the same model replacement or the option to pay off her lease in order to get into a new phone model Ms [redacted] requested credit for the two weeks she was without service and the opportunity to turn in the LG Gdevice with a deal on a new one 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 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 Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone number ending *** Therefore, if the problem with Ms [redacted] ’ s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep During our discussion with Ms [redacted] on January 9, 2017, we discussed the above information Regrettably, we were unable to replace Ms [redacted] ’s LG Gdevice with a new or different model As a result, Ms [redacted] elected to port her services for telephone numbers ending [redacted] and [redacted] to another carrier on December 29, Because she terminated those lines of service prior to the installment satisfaction date, she was assessed accelerated equipment charges for the LG Gand LG Gdevices totaling $708, pursuant to the terms of those device installment agreements Although we were unable to identify any Sprint billing error, as a gesture of goodwill, we offered and Ms [redacted] accepted service credits totaling $to her Sprint account to offset a portion of her monthly recurring charges As a result, her Sprint account is closed and reflects a $balance We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Retail and Customer Service department 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 this matter may have caused Ms [redacted] and the loss of her business If we can be of further assistance related to this matter, she 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 JExecutive Services Analyst

Tell us why here...May 30, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 18, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she stated that she had an unfavorable customer service experience while attempting to address her account concernsAccording to Ms [redacted] , she cancelled her Sprint account due to being billed incorrectlyIn addition, Ms [redacted] stated upon reporting the device associated with phone number ending in [redacted] as lost/stolen, she was advised that the above-referenced phone number does not subscribe to TEPAs a result, she was unable to file an insurance claim with our program administrator, Asurion, as part of Sprint’s Total Equipment Protection (TEP) programTherefore, Ms [redacted] stated that she cancelled her Sprint accountMs [redacted] further stated that she was unaware of the additional four lines of service that were added to her accountMs [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on May 22, 2017, to address her equipment and account concernsDuring our conversation, Ms [redacted] stated that the device associated with phone line ending in [redacted] was lost/stolen and she was informed that the above phone line does not subscribe to TEPTherefore, she cancelled that line of serviceAt that time, we advised Ms [redacted] that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP 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 Furthermore, we attempted to review the disputed lines of service associated with phone numbers ending in ***, ***, [redacted] and ***We explained that the above mentioned phone numbers have been activate on the account since October 2015, July 2016, August and March 2017, respectivelyWe further explained that in addition to usage, our records reflect that we have signed Lease Agreements on file for each line of service, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of the aforementioned phone linesHowever, Ms [redacted] elected to disconnect the callAccordingly, we attempted to follwith Ms [redacted] on May and May of 2017, via phone to further review and discuss her account as well as negotiate an amicable resolution, without successShould Ms [redacted] like to further review this matter or provide additional information in regard to her complaint, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret 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 L Executive & Regulatory Service

[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 conversation was had with Ms B [redacted] from SprintI do not agree, and I am not satisfied with the outcomeSo for her saying that in her response is falsely statedFor the horrible service they provided between the cell phone service and the attempt of customer service, something more should have been done on their endI was asking for a decrease in the amount of the final bill, but apparently that was too much to askSo I am not satisfied with the outcome, and word of mouth about Sprint and their poor service will have to suffice in the end Regards, Will C [redacted]

July 28, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 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 complaint of Ms. [redacted] . We appreciate your assistance in once again bringing our customers’ concerns to our attention. In Ms. [redacted] ’s inquiry, she expressed her dissatisfaction with the calling and data issues in her local calling area. Ms. [redacted] requests that we review and address this matter accordingly. We appreciate your bringing this issue to our attention. We spoke to Ms. [redacted] on July 28, 2017, regarding this matter, and advised her that our engineers are working on the impacted cell site tower in her local area. Further review of our records determined that she is using text, data, and calls; however, we have determined that some degradation in text, data, and calls has occurred. Therefore, in an attempt to resolve this matter to her satisfaction, we agreed to apply a one-time courtesy credit in the amount of $ $407.97. which is approximately the cost of the monthly service charges for the last two invoices. Ms. [redacted] accepted the offer and confirmed they are satisfied with our resolution. We regret any inconvenience this matter may have caused.. If we can be of further assistance with this matter, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, through Friday from 7:30 a.m. 330 p.m., Central Time. Sincerely, Katherine D. Executive Services Analyst Tell us why here...

[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 however it is totally and completely contingent upon Sprint abiding by it's promise to pay me $168 per each telephone that I have turned in to sprint from my previous care. I have been promised that I would receive $336.00 by 08/31/17 therefore if I do not receive the monies by Sprint I have been promised and am owed I would like to receive the right to re-open my grievance/complaint against Sprint with the RevDex.com, thank you. Regards, [redacted]

December 22, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case 11865942, Don Pickering Sprint Account XXXXX2087 Sprint Case... 2234031 To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr. Don Pickering. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. Pickering expressed his dissatisfaction with the level of service received while attempting to resolve a refund issue, citing that he returned two Samsung Note 7 devices over a month ago and has not received his refund for the devices. Mr. Pickering requested a call form Sprint’s CEO and that we expedite his refund. We appreciate Mr. Pickering’s taking time to provide details of his experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial teams for further review. We contacted Mr. Pickering on December 20, 2016, after verifying that the Samsung Note 7 devices were received in our warehouse on December 16, 2016. As a result of our findings, we processed a refund for $1,801.98 to his credit card ending in 8352. Mr. Pickering should receive the funds within five business days. Mr. Pickering expressed his satisfaction with the resolution. We regret any inconvenience this matter may have caused Mr. Pickering. If we can be of further assistance related to this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension 4824. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Twana T. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I talked to Stan and informed him that I will not consider this conflict resolved until I receive all monies requested to end this problemThey did not mention the check I received today from Sprint in the insulting amount of $for some unknown reasonThe check did not have a description of what it was forIf Sprint felt that the $check refund and the $"credit" posted to my account just so they could close it was all they felt obligated to fulfill, then they have a right to their opinionThis dispute is unresolved and will remain that way forever Regards, Patricia B***

January 12, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , *** [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on December 14, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the ability to receive a credit for equipment that she turnto Sprint According to Ms [redacted] , she has turnher used equipment to Sprint in exchange for credit to her Sprint account Ms [redacted] further expressed her dissatisfaction with the inability to receive a Sprint Discount Program discountMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s account We spoke with Ms [redacted] on December 22, At that time, we confirmed that a total credit of $was applied to her account for the equipment that she has turnto Sprint Please note that in order to receive a Sprint Discount Program discount, customers must provide proof of eligibility, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discount Starting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Ms [redacted] not complete the validation process, she will not receive the discount At this time, as Ms [redacted] is not on a qualifying plan, she is currently ineligible to participate in the Sprint Discount Program Ms [redacted] expressed her understanding with the information and 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