Sprint Corporation

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to provide a refund owed to her after she canceled her Sprint services and described her unfavorable customer experience during her attempts to address that matter She requested that we provide her refund promptly We regret the circumstances that led to Ms***’s decision to terminate her Sprint services, as well as any possible misunderstanding or delay that may have occurred with the processing of her requested refund Our records reflect that Ms [redacted] activated her Sprint services on May 12, 2017, but canceled those services on May 15, 2017, within our 14-day Satisfaction Guarantee timeframe During our conversation with Ms [redacted] on September 14, 2017, she confirmed that she received a partial refund of $71.27; however, she is still owed a partial refund of $to offset the entire amount of her initial payment of $that was remitted on May 12, 2017, at the point of saleShe agreed to send copies of her proof of payment for our review We received Ms***’s payment documentation and forwarded that information to our Finance department for review On September 27, 2017, we followed up with Ms [redacted] and informed her that her refund of $processed to her bank card on file the same day We also advised that, although that transfer is typically immediate; however, some banks may delay releasing funds to individual customer accounts, and we suggested that she contact her bank for details of their refund policy We thanked Ms [redacted] for taking time to provide details of her experiences with our retail and Customer Care representatives We advised that we are continually striving to improve the quality of service provided to our customers We also assured her that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms***, as well as the loss of her business If we can be of further assistance with these matters, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, [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:Sprint needs to cover the charges for the cell phones, due to mis information from staffRemove all negative credit reporting information to make this situation right Regards, [redacted] ***

September 30, Revdex.com Ward Parkway, Suite Kansas 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 of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s complaint, she upgraded a device on her account in December and received a promotional offer of one free year of Amazon Prime Ms [redacted] indicates that she never received the offer because the promotional code she was provided did not work As a result, Ms [redacted] is seeking the free year of Amazon Prime in accordance with the advertised promotional offer Our records indicate that Ms [redacted] ’s account was provisioned with the Amazon Prime promotional offer However, because she was never able to activate the promotional code and the code is now expired, we added Amazon Prime to her Sprint subscription at a rate of $each month and applied a corresponding credit of $as reimbursement for the subscription for a period of one year In addition, we confirmed that Ms [redacted] was able to successfully sign up for the service, and she confirmed the issue has been resolved We thank Ms [redacted] for her patience in this matter and for being a loyal Sprint customer If Ms [redacted] needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 17, 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] disputed our referring information related to the unpaid balance due on her closed Sprint account to a third-party agency for collections, stating that she was informed by our representatives that we would not take that action as long as she continued to remit payments toward that balanceMs [redacted] requested that we remove account from collections activity We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’s Sprint account billingOur records reflect that she cancelled her Sprint services on December 28, 2016, with the porting of her three mobile numbers from our network to another wireless service providerBecause that action occurred prior to the satisfaction of Ms [redacted] ’s three equipment lease agreements and she did not return her leased devices to us, Ms [redacted] ’s January invoice included charges totaling $1,for equipment charges Our records further reflect that Ms [redacted] contacted our Customer Care department on January 18, 2017, to update her billing address for her final invoice and that, subsequently; she contacted our Customer Care department again on multiple occasions to inquiry about the status of her final invoice deliveryIn addition, on March 12, 2017, Ms [redacted] made arrangements to satisfy her $1,final account balance by March 26, 2017, but that she did not satisfy that arrangement as agreedAs a result, on March 28, 2017, we forwarded information related to her account balance to the referenced third-party collections agency During our April 12, 2017, conversation with Ms [redacted] , we explained the information outlined aboveMs [redacted] advised that she would pay her outstanding balance due by May 21, We thanked her for that updated feedback and explained that failure to meet that commitment may lead to systematic activity that could impact her credit ratingMs [redacted] expressed her understanding of the status of her account We regret any frustration this matter may have caused and the loss of Ms [redacted] ’s businessIf we can be of further assistance related to this issue, she can contact me directly by calling Sprint’s Executive & Regulatory Services toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Linda W Executive Services Analyst

April 14, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [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 April 3, We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the inability to remove the $Account Spending Limit (ASL) Fee associated with his accountMr [redacted] stated that he was informed upon completion of one year of service, the referenced fee would be removed from his accountMr [redacted] requested that Sprint review this matter, adjust his account accordingly and remove of the ASL Fee Sprint has reviewed Mr***’s account As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us Based on the results of Mr***’s credit evaluation at the time of activation, he was approved for a Spending Limit Account Please note that a $fee per account will be assessed to new and existing Spending Limit accounts Sprint will waive the $Spending Limit Program Charge for affected customers who enroll in electronic billing (e-Bill) and our recurring Automatic Payment program Customers can enroll in electronic (e-Bill) and setup recurring automatic payment via www.sprint.com/myaccount by logging on to their My Sprint account, or by contacting our Customer Care department by dialing *from their device to request that a recurring automatic payment enrollment form be sent to their address on record We spoke with Mr [redacted] on April 7, 2017, and advised him that the ASL fee is valid In addition, we offered to apply a one time courtesy credit of $to Mr***’s account to offset the cost of the ASL fee for three months Mr [redacted] declined our offerShould Mr [redacted] reconsiders our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from this response We regret any inconvenience Mr [redacted] may have experiencedIf Mr [redacted] would like to further discuss this matter, he 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

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 22, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to her complaint, Ms [redacted] 's disagrees with the monthly lease agreement she signed Ms [redacted] stated that when she elected to activate service she as informed that there was no leasing program available for the Samsung device she elected and that the wording would be changed Ms [redacted] also stated that her Samsung Galaxy Sdevice associated with line ending *** became inoperable and she was experiencing problems with the software Therefore she took the device for service and repair and was informed at that time that she is leasing the device and does not own it Ms [redacted] also cited her dissatisfaction in getting the device replacedMs [redacted] stated that she was informed by our Account Services department that her device could not be repaired and was offered an iPhone replacement for $Ms [redacted] requested Sprint to review this matter and provide her with an amicable resolution Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges Furthermore, we were able to locate signed a copy her Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her equipment purchase during the activation of her account All new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her noted line [redacted] of service If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month periodIf the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $250, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep Our records reflect that on June 7, Ms [redacted] spoke to our Customer Care group requesting to cancel the line ending ***, because she thought that the line was under monthly installment instead of leasing During that call, Ms [redacted] also stated that the device is inoperable We offered options to file an Asurion claim or go to a service and repair center for further testing and to go to point of sale regarding monthly charges per month for the lease In addition, we offered to upgrade the device at a discounted cost, which Ms [redacted] agreedOn July 4, 2017, our sales management team confirmed that they spoke with Ms [redacted] and she agreed to the iPhone upgrade for line ending ***In addition, as an effort to amicably resolve this matter, Ms [redacted] was offered a courtesy adjustment to her account in the amount of $to resolve this matterThe adjustment will appear on Ms [redacted] ’s July invoice Accordingly Ms [redacted] accepted our resolution and had no further issues We appreciate Ms [redacted] taking the time to provide us with their experience with our Account Services and Customer Care groupsWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive 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 Hopefully the replacement phone they sent doesn't have a software malfunction because it's another refurbished phone not a new one like they stated they were sending but as long as its working I'm fineI wanna thank everyone who has put any effort into helping me with this issue Regards, [redacted] ***

January 13, Revdex.com [redacted] ** [redacted] Re: Revdex.com File [redacted] , Rebuttal Sprint Account [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] disputed information provided in our December 30, 2016, response to her initial filing, and again requested that her previous promotional rate plan be reinstated to her Sprint account She advised that she was told on multiple occasions that the plan would not require changing when she recently upgraded her device As is reflected in our previous response to Ms [redacted] ’s inquiry and request, we regret any misunderstanding that may have occurred regarding her rate plan as related to her equipment upgrade However, Ms [redacted] ’s previous rate plan was retired in May and was replaced with our current SERO Unlimited Plan for $per month Customers whose services were active on the expired plan were allowed to keep it after it was retired; however, certain changes to their accounts or services, including the device upgrade that Ms [redacted] completed, required a rate plan change In addition, because Ms [redacted] acquired her new, upgraded device from a source outside the group who manages promotional rate plans such as hers, her equipment upgrade was completed by representatives who did not have access to her previous rate plan As a result, and because Ms [redacted] accepted her current rate plan at the time of the device upgrade, we are unable to reinstate her previous plan as requested During our January 11, 2017, follconversation with Ms [redacted] , we again discussed the information noted above and again advised that we are unable to reinstate the retired SERO Premium Plan to her line of service However, to meet our commitment to excellence in customer service and restore a positive business relationship with her, we offered to apply a one-time service credit of $to her account to offset an amount equivalent to the $monthly rate plan cost increase for a period of six months with her acceptance of the new SERO Unlimited Plan Ms [redacted] accepted our offer and expressed satisfaction with our resolution We are pleased that we were able to address Ms [redacted] ’s reported concerns satisfactorily If we can be of any further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account Inquiry Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her experience at her local Sprint authorized retail store We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service she received while attempting to initiate a business account She also expressed her dissatisfaction that her inquiry was flag for possible fraudulent activity We spoke with Ms [redacted] and resolved her concerns We apologized for any inconvenience that she may have experienced and advised her that her feedback will be used to improve our service We confirmed that no account was established in the name of her business name, Prosperity Therefore, we advised Ms [redacted] that she can provide us with documentation of her business and we will assist her with initiating her account Ms [redacted] expressed their satisfaction with this resolution If I may be of further assistance with this matter, Ms [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that upon changing his account service plan, he was not informed that he would lose a loyalty credit and the employer discount that were previously being applied on his accountAdditionally, he is disputing the $Subsidized Phone Charge which is reflected on the invoice after having the plan changed to a newer offering As a result, he requested to have the loyalty and employer discount credits added back to the account and the $Subsidized Phone Charge removed We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 Further information can be viewed on our website, www.sprint.comWe have confirmed with Mr [redacted] that the current plan will receive a $discount per line for the employer discountFurther information regarding the Sprint Discount Program can be found at sprint.com/verify Mr [redacted] is subscribed to the Unlimited Freedom plan As stated in our service plan pricing, an additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on phone lines with this service plan Customers can find the full details of this plan as well as all of our current plans at www.sprint.com Additionally, as stated in the Terms and Conditions of our Lease Promotional Offers, qualified customers can purchase an eligible device with money due at signing, if applicable, and agree to monthly leasing payments for devices There are no service discounts for devices purchased through the Sprint Lease option You can simply choose a new device and turn in your old device in good, working condition At the end of the lease you can keep the device and pay the purchase option price listed on the lease agreement or you can continue with a month-to-month leaseFor additional information and eligibility requirements customers can visit www.sprint.com/lease Sprint Lease customers may qualify to receive up to a monthly $loyalty service credit per line In order to qualify for a loyalty service credit you must be on an eligible service plan Our records reflect that Mr***’s current plan does not qualify for a lease loyalty creditWe regret any miscommunication that may have occurred regarding the Subsidized Phone Charge After review, we have confirmed that Mr [redacted] has completed the two-year Service Agreement on one of the lines on his account being billed the disputed charge Based on this, we offered, and Mr [redacted] accepted, a one [redacted] concession credit of $to offset the billable charges that will bill through the November billing periodWe regret any inconvenience that these matters may have caused If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Tuesday through Saturday, between 1:p.mand 9:p.m., Central *** Sincerely, Tiajuanna WExecutive Services Associate Analyst TW/jc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reson is received your complaint will be closed as Assumed Answered] I feel that I been with them over years & received a line for free & now there stating that it shouldn’t have been free there was a problem before .if they can please give me a copy of the first time I open my first line Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

June 9, 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 of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he is not receiving the Lease One Get One (LOGO) promotional credit that he was quoted when he upgraded his devicesAdditionally, he stated that he made a $down payment on the each of the two iPhone 7’s he upgraded to, although the devices were offered as a LOGO As a result, Mr [redacted] is requesting that we honor the LOGO and refund the two $down payments he made 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 pricingAs stated in our device promotions, it may take up to three billing cycles for the promotion credit to reflect on a customers’ bill 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, you can purchase the device 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 During our conversation with Ms [redacted] , an authorized user on the account, we advised her that we were able to confirm that she meets all of the criteria for the LOGO promotion, and that her invoice dated May 31, 2017, reflects the promotional creditAdditionally, we advised her that based on the iPhone 7, Gigabyte model device she elected, as stated in our Lease program, higher memory devices requires a Capital Cost Reduction down-payment based on the cost of the device Further, we advised her that our records reflect that all of this information was disclosed on the lease agreements that were signed at the point of sale As a result, we advised her that we must respectfully decline her request to refund the two $down payments made towards the devices as they represent valid charges We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care group We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX April 20, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she ported in three lines of service according to a promotional offer that would award her a $credit per line of service However, she later learned that the promotional credits were denied Therefore, she has requested $ We attempted to contact Ms [redacted] by telephone and e-mail on April and 13, 2017, to discuss this matter in detail Unfortunately, we have been unsuccessful Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account As such, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaint We have reviewed the account and it appears that Ms [redacted] ’s issue was resolved on April 4, At that time, a $credit was applied to her account If this matter remains unresolved, we ask that Ms [redacted] contact our office I can be contacted directly 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, Terrence MExecutive 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: My account showed that I was owed $644.37, but I'm now being told that I don't get that full amountEven if it is a "Goodwill" credit, why would I not receive itWhen I spoke to Susan a couple weeks ago, she told me she would have the store reach out to settle up the last amounts and I have not heard anything from either, sinceHow can I have a credit if it's not all refundable? What happens to the rest of the credit? As for the accessories that we did not return, the representative at the store told us not toWe are still short $of what we are owedI'm not quite sure what that amount covers, but we were told by Susan that it was most likely the activation fees which the representative at the store told us we would receive back due to the "confusion" (more like out right lie) which was the reason we switched in the first placeWe will not be satisfied until we receive the entire credit that our account is showing that we are owed Regards, [redacted]

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Parbattie [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that her service plan was changed without her authorization and is being billed higher than the amount she was paying previouslyAs a result, she is requesting that her rate plan be restored to the plan she was on previously and to receive a credit for the disputed amount billed We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Ms [redacted] ’s account and apologizes for her frustration regarding this matter We regret any miscommunication that may have occurred regarding the plan set up and pricing We spoke with Ms [redacted] on September 19, and addressed the issueWe have restored the previous 2GB plan on Ms [redacted] ’s account per her request and re-rated her current bill to $Additionally, we have offered to provide a monthly $credit to her account through her May billing statement for the charges in disputeAs of June 2018, Ms [redacted] ’s account will have completed her two year service agreement and any plan charges assessed at that time would be considered valid and dueMs [redacted] confirmed that this resolved her issue We regret any inconvenience this matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

September 8, 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 international charges that are reflected on his August invoice, stating that he was not made aware that his rate plan did not include calls made outside of the countryHe expressed further dissatisfaction that he was provided with conflicting information and was unsuccessful in resolving this matter via our Customer Care departmentHe requested that we credit the disputed international charges We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his most-recent experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billingAfter reviewing our records, we determined that Mr [redacted] ’s Unlimited Freedom rate plan includes unlimited talk, text and data for domestic calling onlyIn addition, there is no record that Mr [redacted] contacted our International Support department prior to making international calls; therefore, the international charges are valid There is an additional charge for international text messages and callsCustomers have the option of paying the full international rates without enabling an international rate plan or adding an international rate plan that would reduce the “per minute” chargesFor specific international rates while in the U.S., Puerto Rico and U.SVirgin Islands, customers may visit our web site at www.sprint.com and/or contact our International Support department toll-free at ###-###-#### During our conversation with Mr [redacted] today, we provided the above-referenced informationHe indicated his understanding of our explanation but reiterated that this was not properly explained when he initially inquired about the international chargesAlthough the charges are valid, as a one-time courtesy, we applied a $1,credit to Mr, [redacted] ’s account to offset the disputed international charges that are reflected on his August invoiceThose credits will be reflected on his next invoice; however, he is responsible for the pending international charges in the amount of $ We are pleased that we were able to resolve Mr [redacted] ’s concerns amicablyIf 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

June 13, 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 filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] provided feedback with the level of customer service he received at his local third-party retail locationAdditionally, he stated that he upgraded to new devices on May 18, 2017, and was advised that his payment for the devices did not go through However, when he checked his bank account it indicated that the funds were being held As a result, he is requesting that Sprint review these matters and provide compensation Sprint has partnered with a number of third-party retailers to distribute our produces and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resources materials for them to ensure accurate, up-to-date information is available to our existing and potential customers During our conversation with Mr [redacted] on June 12, 2017, our records reflect that the payment he made on May 18, 2017, was declined due to a system issueMr [redacted] confirmed that the hold on the funds was removed We appreciate Mr [redacted] taking the time to provide us with his feedback regarding his experience with our third-party retail location We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We advised Mr [redacted] that we value his business and in an effort to reach an amicable resolution, we offered to provide an account concession credit in the amount of $Mr [redacted] accepted our offer and confirmed that his issue is resolved We regret any inconvenience this issue may have caused Mr*** If I can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her concern with a third-party retailer’s unwillingness to refund the activation fees that she paid to establish service with Boost Mobile, even though she was informed by a Customer Care representative that Boost Mobile does not have service in her coverage area Our Boost Mobile Terms and Conditions outlines that when equipment is purchased from one of our third-party retailers, customers are bound to the return/exchange policy offered at the point of sale Therefore, customers should direct any inquiries regarding device exchanges or refund requests to the staff at the point of sale During our April 12, 2017, conversation with Ms [redacted] , we provided the information outlined above However, we agreed to escalate her concerns to the store District Manager for further investigationWe are pleased to inform you that the District Manager spoke with Ms [redacted] on April 17, 2017, and advised her to return to the third-party retailer to receive a refund for the activation fees We attempted to contact Ms [redacted] on April 19, 20, 24, and 25, 2017, to confirm that she received her refund; however, we were unsuccessful in reaching her at the number provided in her inquiry On behalf of Sprint, I apologize for 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 ###-###-####, ext#### I am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Kendra [redacted] Executive Services Analyst Tell us why here

[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:Hello Sprint has done nothing to resolve any of my issuesAll they did was offer excuses for their poor business practicesThey refused to give any credits previously promised or fix any of the over billing errorsThis matter has not been resolved and they are unwilling to do anything to resolve the matterThey also have reported me to collections for an extremely over billed balanceThis is extremely unacceptable and they need to be punished for their bait and switch business practices.Mr [redacted] Regards, [redacted] ***