Sprint Corporation

[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 somewhat satisfactory to meHowever I was never given any disclosure about how any of their pricing plans were publicized on their website or brochures as not all are and pricing and plans change/ retire quite frequently which is part of the problemIt is so confusing to find the right plan and the customer should be able to rely on educated customer care representatives when helping them make informed decisions in changes their plans, especially when making any changes will include a prorated bill and the customer is required to pay a month in advanceI have to wait two weeks for my new plan to take effect to avoid this even though I was not accurately informed when changing my plan in the first place and this constitutes a huge inconvenience for me and my familyI didn't really have much of a choice but to accept the offer as since I have a contract I am at their mercyOverall I still feel like my needs aren't met but I'm tired of fightingI will just work towards finding a better company and plan for my family as soon as possible Regards, [redacted]

March 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] advised that the Samsung Galaxy Note device she received from our equipment insurance provider as a replacement to her previous device model does not allow her to access the Internet while on a voice callAlthough she acknowledged that representatives of our Customer Care department explained that we currently do not offer that service on new devices and offered to apply a $credit to her account due to her inconvenience, she requested that we credit her account for the full amount of her device replacement deductible and apply monthly credits to her account until we provide that functionality We regret any misunderstanding that may have occurred regarding our network capability and customers’ ability to perform the requested simultaneous functions referenced by Ms [redacted] However, as we explained during our conversation with her on March 2, 2016, Sprint does not current offer devices with dual voice and data capabilities, nor do we advertise that we offer that serviceAs such, although Ms [redacted] ’s previous device may have included the ability to do so, that is not a service we supportAs such, we are unable to identify any error on the part of Sprint in this matter We also explained to Ms [redacted] that, while we regret that she may not have been advised of the functionality difference between her previous and current device models, the $deductible she paid to Asurion, our equipment insurance administrator, is unrelated to our network capabilities and, therefore, is valid pursuant to the terms of her Total Equipment Protection (TEP) coverageHowever, although we must respectfully decline her ongoing monthly credit request, we offered to apply credit to her account to offset an amount equivalent to the deductible as a demonstration of our commitment to excellence Ms [redacted] accepted our offer, and we applied the $credit to her account as agreed, leaving her account with a remaining balance due of $We also assured Ms [redacted] that we would forward her feedback regarding our network capabilities to the appropriate marketing and engineering teams for possible future changes We regret any inconvenience this issue may have caused Ms [redacted] and are pleased that we were able to address her concerns to her satisfactionIf we can be of further assistance regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Minnie S Executive Services Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] cited her dissatisfaction with the level of service received while attempting to cancel a line of service on her account since December 3, She requested that the line ###-###-#### be cancelled immediately and any charges assessed after December 3, be removed We appreciate Ms***’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 review A member of our specialized escalation team contacted Ms [redacted] on December 12, 2016, and successfully canceled the line ending in ***In addition, we mailed a postage paid return kit to facilitate the return of the leased device associated with the canceled line We advised Ms [redacted] the device is confirmed received in our Sprint warehouse, in good working condition that we will remove the accelerated lease charges On December 21, we confirmed that the device was received and we removed the $equipment charges We regret any inconvenience this matter may have caused Ms*** 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 ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T Executive Services Analyst

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry 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 representatives during her attempts to unlock her Sprint-branded device for use on another service provider She requested that we unlock her device We appreciate Ms***’s 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 We regret any misunderstanding that may have occurred regarding Ms***’s request Unlocking a device 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 your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a 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 unlocking may be found on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options; The associated account is in good standing;The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Ms***’s referenced Apple iPhone 6s device previously associated with telephone (xxx) xxx- [redacted] is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on December 5, During our December 8, 2016, discussion with Ms***, she confirmed that her request to unlock the above mentioned device concerns had been resolvedWe regret any inconvenience these matters may have caused If we can be of further assistance related to these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna JExecutive Services Analyst

September 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attentionMr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding two Apple iPhone Plus devices purchased and activated on Sprint's network Mr [redacted] has indicated that he would like the devices unlocked.Unlocking a device is a general term that refers to one or more types of device unlockingMSL 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 networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a 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 unlocking may be found at [redacted] .Sprint will unlock a device under the following circumstances:Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Mr***’s iPhone Plus devices associated with phone numbers ending [redacted] and [redacted] are eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on August 26, Should Mr [redacted] have any further questions regarding this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time.Sincerely, April [redacted] Executive Analyst

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12154634, [redacted] Sprint Account xxxxx9618, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf [redacted] submitted on May 14, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] indicates that a payment in the amount of $was deducted from his bank account without his knowledgeMr [redacted] requested that we refund the disputed payment and provide him with an explanation of the associated charges Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] established an account with Sprint on September 12, Our records further indicate that Mr [redacted] established a line of service on the account associated with phone line ending in on December 22, Upon further review, we have confirmed that Mr [redacted] upgraded the device associated with the aforementioned phone line on January 15, 2015, by activating a Samsung Galaxy Sdevice via Sprint’s 24-Month Leasing programPlease note that the signed copy of the Lease Agreement reflects Mr [redacted] ’s nameFurthermore, on April 19, 2016, Mr [redacted] cancelled phone line ending in 5987, prior to fulfilling the terms of his respective Lease AgreementAs a result, the account was assessed Lease cancellation and Lease Device Purchase amount charges, which was paid in full as reflected on the May billing statement Furthermore, our records indicate Mr [redacted] ’s account was cancelled due to nonpayment of the outstanding account balance of $This balance represents data overage charges associated with phone line ending in due to exceeding the 1GB of data in Sprint’s Framily plan, monthly recurring charges, late fees and applicable taxes as indicated on the August through February billing statements During our discussion with Mr [redacted] on June 1, 2017, who authenticated the account on behalf of Mr [redacted] , we confirmed that in accordance with the Terms and Conditions of Mr [redacted] ’s Wireless Agreement and the Lease, Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to for SprintFor additional information regarding this matter, please visit www.sprint.com/termsandconditionsFurthermore, Sprint sent a letter to Mr [redacted] on April 18, 2017, advising him that the outstanding account debt payment would be processed within days from the date of the letter After further research we determined that Mr [redacted] ’s financial account information was stored in Mr [redacted] ’s account wallet in our billing records for future payments towards the accountThis led to the processing of the above-referenced paymentIn response to this matter, we have agreed to refund the full amount of the charge to Mr [redacted] ’s financial accountDuring our discussion with Mr [redacted] we apologized for the inconvenience and provided the resolution above We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ [redacted] S Executive Services Analyst

July 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she was offered a fourth line and it would be added to her existing plan that waived a $access feeHowever, the line has not received the waiver and has been billed $since December She also made a claim for her lost device and was informed that the monthly insurance rate has increased to $Ms [redacted] is requiting that all the lines on her account have the same rate plan and waive the $access feeWe spoke with Mr [redacted] on July 27, 2017, regarding her concernsWe reviewed the account and confirmed that line ending in [redacted] was added to the account in December 2016; however, the access fee waiver code was not appliedFurther, the access waiver code was removed from line ending in [redacted] in June 2017, after the device was changedTo address this issue, we have added the waiver to both lines which will reflect on her August invoiceWe also applied a credit of $for the months that the waiver did not applyMs [redacted] also understands that the monthly Total Equipment Protection rate increase to $due to the smart device she hasMs [redacted] advised her concerns are now resolved We regret any frustration this these matters may have caused If we can be of further assistance, Ms [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 TimeSincerely, Michael G.Executive Services Analyst

August 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-noted complaint of Mr [redacted] We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed the terms of the lease agreement for his line of service ending in ***, stating that he purchased the LG Tribute at full retail price in November and was not made aware of the agreement until he swapped devices on July 26, 2017, for that referenced lineHe also described unfavorable customer experiences during his attempts to resolve this matter, stating that the issue remains unresolvedHe requested that we reimburse him for the monthly lease charges that are reflected on his invoices for the line of service ending in ***, and allow him to cancel his lines of service without incurring any cancellation fees We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his most-recent experiencesWe 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 misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing and lease agreementSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceOur records reflect that Mr [redacted] accepted a lease agreement for the LG Tribute on November 15, During our conversation with Mr [redacted] today, we provided the above-referenced informationHe indicated his understanding of our explanation but reiterated that he purchased the LG Tribute device and was not made aware of the lease agreement for that deviceAlthough the charges are valid, as a courtesy and to resolve the issue, we canceled the lease agreement associated with the line of service ending in ***, and applied a one-time credit of $to his account to offset the disputed monthly lease chargesThose credits will be reflected on his next invoice We are pleased that we were able to resolve Mr [redacted] ’s amicably and is satisfied with the actions taken on the accountIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

August 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 rebuttal to our response to the complaint of Ms [redacted] regarding our prior response dated July 25, We regret the circumstances that led Ms [redacted] to contact your office again In Ms [redacted] follfilling, she expressed her dissatisfaction with the charges assessed to her account, upon the completion of a change of ownership Additionally, Ms [redacted] has stated that she encountered an unfavorable customer service experience while attempting to resolve her account concernsAs a result, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintAs stated in our prior response, we spoke with Ms [redacted] on July 7, 2017, to discuss the details of her complaint At that time, we advised her that we would review her account concerns and follwith her accordingly According to our records, Ms [redacted] established a Sprint account with phone line ending in [redacted] on May 19, During this sales transaction, she activated an iPhone device via Sprint’s Leasing program Please note 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 device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the devices and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease In addition, Ms [redacted] activated service on phone line ending in [redacted] by purchasing a Samsung Jdevice via Sprint’s Monthly Installment Billing programSprint 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 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 signed copies of her Lease and Installment Billing Agreements, 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 her current plan Sprint has confirmed that on June 10, 2017, Ms [redacted] ’s change of ownership request was successfully completed on her account for phone lines ending in ***, ***, and *** Our records further indicate Ms [redacted] activated phone number ending in ***, [redacted] and [redacted] with her existing Sprint devices Upon further review, on July 10, 2017, Ms [redacted] contacted our Customer Care group to request the cancellation of phone lines ending in ***, [redacted] and *** Therefore, on July 11, 2017, Sprint’s Customer Care group terminated the aforementioned lines per Ms [redacted] ’s requestIn addition, Sprint’s Customer Care group applied a monthly service credit of $per month to offset a portion of the monthly recurring charges until March 22, Since our initial conversation with Ms [redacted] , we attempted to follwith her via phone and e-mail on July 10, 12, and of 2017, to relay the aforementioned information and resolution to her Unfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on July and of 2017, without success We spoke with Ms [redacted] on August 2, 2017, to discuss her concern in detail However, she was unable to discuss her complaint at that time Therefore, Ms [redacted] has agreed to contact the undersigned at her earliest convenience to further discuss and resolve her account concern We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Attention: Hunter [redacted] Re: Revdex.com Case [redacted] , Michael [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Michael [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionWe regret any inconvenience that this matter may have caused him According to the information provided by Mr [redacted] , he advises that he was offered our promotion that provides an Access Fee waiver for months and a percent discount because he is a credit union memberHe also states that his invoices reflect two $Access Fees, and that he was later advised that he did not qualify for the waiversHe is requesting a $account credit to offset these fees for months Mr [redacted] received a $credit to his account to offset the Access Fees for one monthIn an effort to award the offer, we applied a $credit to his account to offset these fees plus taxes for monthsWe regret the monthly percent discount will only apply to the data portion of the plan and not to any unlimited options or add-onsWe confirmed that he is currently receiving a $discount off of his $data planMr [redacted] is satisfied with the outcome If you have any questions or this matter remains unresolved, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal M Michal M Executive Services Analyst

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that she received a promotional offer via email for an Unlimited Freedom plan for $for subscriptions She stated that signed up for the promotional offer and received a confirmation email that the price plans would be effective in 1-billing cycles However, when she reviewed her invoice the service plan did not reflect the change and she was later informed that the promotional offer had expired She stated that she was later offered another price plan; however, she declined the offer since it was not the initial promotional offer that she states she received Ms [redacted] requested that Sprint review this matter and honor the $Unlimited Freedom plan for lines of service promotional offer she received In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes We spoke with Ms [redacted] on May 1, 2017, in an attempt to explain the details about the promotional offer, the email offer she received and requirements for Unlimited Freedom plan Ms [redacted] declined further discussion about her concerns Upon reviewing Ms [redacted] ’s account information our records reflect that the promotional offer was through a different company Our records further reflect that she submitted a request to enroll in the Sprint Discount program on March 2, 2017, and she was sent an email on March 3, 2017, to confirm her account was enrolled in the Sprint Discount Program for IBM employees and the discount would reflect on her account within 1-billing periods off eligible price plan We made a subsequent attempt to contact Ms [redacted] to discuss the matter in detail and to review available service plans However, she again declined further discussion We regret any inconvenience this matter may have caused If Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### extension *** I am available Monday through Friday from a.mto 4p.m., Central Time Sincerely, [redacted] R Executive Services Analyst

Good morning,I received a call from Sprint and they agreed to resolve the issueThey cancelled my lease with the Gand I was then able to upgrade to a different phone.If you need any additional information, please let me know Thank you so much for your assistance.Sincerely, [redacted] [redacted]

[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 Each representative that I spoke with in regards to this situation at the corporate office was very helpful, understanding and demonstrated empathy for the situationI have never had an issue with Sprint Coporation and believe this was just a one time bad experience with the site manager himselfThanks again for all that you have done to address this matter Regards, [redacted]

November 29, Revdex.com [redacted] ** *** RE: Revdex.com Inquiry [redacted] , [redacted] *** Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Mr [redacted] *** We appreciate the opportunity to address this matter According to the information provided in Mr***’s inquiry, he established service with Sprint under the “Cut Your Bill in Half” promotion, and he believes that he has been misinformed regarding the expected price of his service planAs a result, he is requesting that Sprint honor what he believes he was promised We spoke with Mr [redacted] on November 29, 2016, and explained that our records reflect that Mr [redacted] activated his Sprint account on September 4, 2016, for wireless ph [redacted] (xxx) xxx-#### (xxx) xxx-####, (xxx) xxx-####, and (xxx) xxx-#### The account is currently configured with the T-Mo Simple Choice GB percent off service plan The T-Mo Simple Choice GB percent off plan consists of unlimited talk, text and GB of shared data among the four lines on his account for a total monthly recurring charge of $ Additionally, he has four monthly installment equipment agreements that bill a total of $monthly The sum of these charges total $178.36, before applicable taxes, fees and surcharges Mr [redacted] also has a Buy One, Get One (BOGO) free promotional offer on his account that will award a monthly service credit of $to his account for twenty-four monthsAdditionally, he enrolled in Sprint’s Auto Pay; therefore, he will receive an additional $discount per line, monthlyWith the applicable taxes, surcharges, and discounts, his bill should average approximately $per month before applicable taxes, fees and surcharges Mr [redacted] has the option to change his service plan at any time, and the change will become effective at the start of his next billing cycle Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and will utilize his input to improve our training processes We regret any inconvenience that this matter may have caused Mr*** If we can be of further assistance, he can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension #### I am available Monday, through Friday between 7:a.mand 4:p.m., CentralSincerely, Sean J [redacted] Executive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr [redacted] *** We appreciate the opportunity to address his account concerns According to the information provided, Mr [redacted] states that he cancelled three lines on his wireless account and returned the devices to Sprint; however, he further states that he has not received credit for all the return devicesAs a result, he is requesting that Sprint credit his account for the return devices We attempted to reach Mr [redacted] to discuss his concerns in detail on May 15, 23, 24, 25, and 2017, by phone and email, without success We also mailed a letter to his home address confirming receipt of him inquiry and alerting him of our need to speak with him Unfortunately, Mr [redacted] has not responded to us Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, Mr [redacted] can contact us at the number provided below at his earliest convenience to complete the authentication of his account, so that we can fully address and resolve the concerns brought to our attention via your office Upon initial review of this matter, we confirmed that Mr [redacted] returned his leased devices for wireless lines ending [redacted] and *** We also confirmed that credits were applied to his account to offset the disputed Lease Device Purchase charges incurred for both linesUnfortunately, our records do not reflect receipt of the leased device for wireless line ending ***; therefore, until we speak with Mr [redacted] and gain additional information from him regarding this matter, we must sustain the Lease Device Purchase charges for wireless line ending *** We regret any inconvenience that Mr [redacted] may have experienced as a result of this matter and look forward to speaking with him to address his concerns I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Sean JExecutive Services Analyst

October 2, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Patrick [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrPatrick *** We appreciate your assistance in bringing our customers’ concerns to our attention In his filing, Mr [redacted] expressed his dissatisfaction with our assessing charges to his closed Sprint account for a device he returned to us and with our drafting an unauthorized payment from his bank account to satisfy that charge He requested that the $payment be refunded to his bank account We regret any misunderstanding that may have occurred regarding Mr***’s device return and disputed payment Our records reflect that Mr [redacted] terminated his Sprint services on April 29, 2017, prior to the satisfaction of his equipment lease agreement As a result, we assessed an installment commitment cancellation charge of $in pursuant to the terms of his installment agreement Our records further reflect that Mr [redacted] returned his device to one of our retail locations on April 30, 2017, but that an inadvertent keying error led to a delay in associating that return to his Sprint account As such, on September 9, 2017, we processed a payment of his outstanding unpaid account balance using a payment source he previously provided to us We are pleased to confirm that Mr***’s account was updated to reflect his equipment return and that we applied credits totaling $to his account offset the above-noted lease cancellation and Device Purchase Option charges on September 27, We then forwarded that information to our Finance department to have his payment refunded to his bank account During our October 2, 2017, conversation with Mr***, we explained the information outlined above We also assured him that his $refund was processed to his bank account on September 29, 2017, and that his Sprint account is now in closed status with a zero balance We also advised Mr [redacted] that banks normally post such transaction to customer accounts within five business days but that some institutions such as credit unions and smaller banks may take longerHe confirmed his understanding of the information provided and his satisfaction with our resolution We regret any inconvenience Mr [redacted] may have experienced as a result of these matters, as well as the loss of his business If we can be of further assistance with these concerns, Mr [redacted] can contact me by calling our department toll-free at ###-###-####, extension ***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] indicated that at the point of activation, he was offered the Buy-One-Get-One (BOGO) free promotion for one of his devices, but he has not received the credit systematically since he activated He stated that each month the charge for each device is reflected on his invoice with no corresponding credit As a result, he is requesting assistance with resolving this matter We regret any possible misunderstanding that may have occurred regarding this matter We communicated with Mr [redacted] regarding this matter on April 11, Based on a review of our records, we confirmed that Mr [redacted] was offered the BOGO promo; however, the credit did not systematically apply to his account Further review of our records determined that our retail management team updated Mr [redacted] ’s account effective February 8, 2017, with the applicable option, which should allow a $credit to apply to his account systematically each month Our records indicate that the March 30, 2017, invoice that generated after the above-referenced update reflects the applicable $credit We will also monitor the April 30, 2017, invoice for accuracy Additionally, we reviewed each invoice that generated from August 30, 2016, to March 20, 2017, and each invoice reflected two $installment charges for the devices on his account However, as a result of Mr [redacted] ’s dispute of the charge; there is a corresponding credit for each $charge; therefore, there are no credits due for the past billing of the disputed charge We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his equipment billing concerns Should there be any additional questions or concerns with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

March 27, 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 inquiry of [redacted] submitted on March 17, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s follow up filing, she expressed her dissatisfaction with her attempts to address her Referral program concerns on behalf of the account holder, specifically stating that she was provided with incorrect information regarding the Referral programMs [redacted] stated that she was advised that she would receive a $Referral Reward Card for her own personal account and that the account holder would receive a $Referral Reward CardHowever, both parties’ registrations were deniedAs such, Ms [redacted] requested that Sprint review this matter and process the Referral Reward Card registration for the account holder totaling $ Sprint has reviewed Ms***’s complaintAs stated in our initial response, we regret any possible misunderstanding that may have occurred related to the terms of our Referral Reward Promotional offerPlease be advised that Sprint’s Referral Reward program provides our customers (referrer) with a $American Express reward card when they refer a new qualifying customerAll Referrers must have an active Sprint wireless account in good standingThe Referrer is eligible for $reward each time they refer a new customer to Sprint, up to $in rewards during this calendar yearThe new customer (referee) must be a new-to-Sprint account; add-a-lines are not eligible and they must enroll in our Lease or Monthly Installment Billing programFurthermore, the new customer (referee) must purchase the equipment in a Sprint branded location, such as a company-owned store, preferred dealer, Telesales, or via sprint.comAlso, the new customer receives a $reward cardHowever, both parties are required to register for the program via our website, www.sprint.com/referral Additionally, both parties will receive a confirmation email advising them of the status of their registrationOnce approved, both parties will receive the aforementioned reward card within to weeksPlease be advised that our records indicate that the account holder’s two lines of service did not qualify for the Referral programFurthermore, our records initially reflected that the referee did not register for the Referral programAs a result, no promotional errors were confirmed We communicated with Ms [redacted] via email on March 6, 2017, and relayed the aforementioned information to herFurthermore, in an effort to further resolve her concerns, we advised her to forward any/all supporting documentation within days from the date of this letter for further review and considerationAs such, Ms [redacted] forwarded her confirmation numbers to the undersigned that were reviewed by our Referral Reward departmentBased on an additional review, on March 21, 2017, Sprint processed two, $Referral Reward CardsOn March 23, 2017, we communicated with Ms [redacted] via email and confirmed the processing of the aforementioned Referral Reward Cards, which she will receive within three weeksMs [redacted] has expressed her satisfaction regarding the resolution of her concerns We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services Analyst

April 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Douglas F [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced inquiry of Douglas F [redacted] , submitted on April 17, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MrF [redacted] expressed his dissatisfaction with the previous response provided as well as his inability to take advantage of Sprint’s iPhone promotional offer upon establishing services with SprintMrF [redacted] stated that he was offered a free iPhone device associated with phone line ending in 9234; however, the promotional service credit have not been applied to his accountLastly, MrF [redacted] stated that he had an unfavorable customer service experience while attempting to resolve this matterMrF [redacted] requested that Sprint review this matter and honor the above promotion Sprint has reviewed MrF [redacted] ’s complaintAs stated in our initial response, our records indicate that MrF [redacted] established services with Sprint on November 20, At that time, he portphone line ending in and activated an iPhone 128GB device via Sprint’s 17-Month Lease programingPlease note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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, MrF [redacted] 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, MrF [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copy of his electronic 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 his plan or other monthly charges on Sprint’s part during the activation of his account We regret any miscommunication that MrF [redacted] may have received in reference to Sprint’s promotional offersSpecifically, Sprint’s iPhone 32GB with Eligible TrapromotionPlease note that in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing For a limited time, a promotional offer was available from September 9, 2016, through October 6, 2016, for a $iPhone device with Eligible Trapromotional offerCustomers’ can receive an iPhone 7/Plus device with eligible device trade-in, upon activating or purchasing an iPhone 7/Plus device via Sprint’s 17/Month LeasePlease be advised that all iPhone 7/Plus memory configurations are eligible to receive service credits on leaseCustomers must own their device, cannot be associated with a Lease or open Installment Billing Agreements and traan iPhone or 6s devicesFurthermore, the credit will award on the bill in one to two billing cyclesRegrettably, based on the information outlined above phone line ending in is ineligible to receive this promotion due to MrF [redacted] activating services after the promotional offer expired In an effort to ensure a satisfactory and mutually acceptable resolution with MrF [redacted] , on March 30, 2017, we offered and he accepted a one-time credit of $to offset a portion of the monthly recurring charges as reflected on his accountUpon receipt of MrF [redacted] ’s follfiling, we spoke with him on April 24, 2017, and reiterated the aforementioned information and resolution to himWhile we regret that MrF [redacted] have reconsidered his position with Sprint, we are confident that his concerns were addressed and resolved to the best of our ability We appreciate MrF [redacted] taking the time to provide us with the details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value MrF [redacted] ’s feedback and his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that MrF [redacted] may have experienced while attempting to resolve the aforementioned concernsIf we can be of further assistance, MrF [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at [redacted] , ext***I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina S Executive Services Analyst

July 8, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Jerry [redacted] Sprint Account XXXXX Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of MrJerry [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] is disputing his final invoice with SprintHe indicates that he cancelled his account within the first days of activation Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee policy on all our productsAs long as it's within the first days of activation (day of the days start when the device is activated); postpaid customers may exchange their product for a different one, and or cancel their Sprint serviceWe require the return of the original product to the original point of saleA restocking fee of up to $for devices and $for tablets may apply Further, we advertise and provide services in monthly incrementsIf services are terminated before the end of a customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planWhen Mr [redacted] returned his devices to our Hanes Mall Sprint kiosk in Winston-Salem, North Carolina on May 28, 2015, to cancel his service; the account was set to expire on the last day of the billing cycle, June 18, Although service was not utilized through the end of the billing period, the full monthly service charge is validAdditional information regarding our Satisfaction Guarantee policy and proration of charges can be found on our website at www.sprint.com Sprint spoke with Mr [redacted] on July 7, 2015, regarding his disputeWhile the $billing of charges is valid; in an effort to reach an amicable resolution, we agreed to prorate days of service that was not utilized and advised Mr [redacted] that the outstanding balance has been revised to $as owed to close the account with a zero balanceMr [redacted] expressed his satisfaction with our resolution We further appreciate Mr***’s feedback regarding his experience at our Sprint kiosk in Hanes MallSprint would like to assure him that we are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback will be forwarded to the appropriate management team to improve our training and processes If you have any questions regarding this matter, please contact us at our Executive & Regulatory Services departmentWe can be reached toll-free at ###-###-####, or you may contact me direct at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] W Executive Services Analyst