Sprint Corporation

January 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on January 10, We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] stated that she received notifications from Sprint regarding collection efforts regarding a past due balanceAccording to the information provided, Ms [redacted] stated she cancelled her account in June and paid her balance owed at that timeShe further indicated that she was informed by a retail management member that her devices would be releasedMs [redacted] requested that Sprint review this matter, and provide her with an adjustment of any remaining charges for Sprint services 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 Our records show that Ms [redacted] upgraded the two devices on her account in October and agreed to a two year agreement for each of those phone numbersIn exchange for those agreements she received subsidized pricingFurther, our records reflect that Sprint received a port out request in June for the two phone numbers on Ms [redacted] ’s accountAt that time her account was cancelled and automatically billed the Early Termination Fee associated to her two active agreements in accordance with our Cancellation Policy which can be viewed on www.sprint.com/termsandconditions We spoke with Ms [redacted] on January 23, to discuss her concern in detail and relay the aforementioned informationDuring our conversation, we explained that her Early Termination Fees in the amount of $were not the only fees comprising her account balanceDue to Ms [redacted] electing to port out her numbers ending in [redacted] and [redacted] to another wireless provider during her billing cycle, her account was billed for services used during the billing cycle of June 7, to July 6, We explained that prior to Ms [redacted] remitting her payment in the amount of $on June 9, at the Sprint Store, her account remained valid for unpaid service charges in the amount of $as reflected on her June billing statement In order to provide an amicable resolution and closure to this matter, Sprint agreed to offer a one time courtesy adjustment in the amount of $123.86, leaving Ms [redacted] ’s account closed with a zero balance as of January 23, Further, since her service agreements were not fulfilled, we respectfully decline her request to provide the Master Subsidy Lock for her deviceMs [redacted] confirmed she understood the information as we explained it and accepted our offer We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

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 April 18, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Mr [redacted] ’s concern According to the information provided, Mr [redacted] expressed his dissatisfaction with his [redacted] device malfunctioning as well as being required to pay a $service and repair fee while attempting to replace and/or repair his [redacted] device at the local Authorized Service and Repair Center locationMr [redacted] requested that Sprint review this matter and replace his device accordingly Sprint has reviewed Mr [redacted] ’s complaint Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We contacted Mr [redacted] on April 19, 2017, to address his equipment concerns At that time, we advised Mr [redacted] that since he does not subscribe to TEP, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Mr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty We spoke with Mr [redacted] again on May 1, 2017, and he confirmed that he contacted the manufacturer, [redacted] and they have agreed to send him a replacement device Mr [redacted] expressed his satisfaction with the resolution to his concern We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her equipment concernMs [redacted] stated that her plan entitles her to the ability to purchase equipment at discounted pricing in exchange for the renewal of her two-year Service Agreement with SprintMs [redacted] further expressed her dissatisfaction with the inability to purchase newly offered equipment at discounted pricing in exchange for a two-year Service AgreementMs [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms***’s complaintOur records reflect that Ms [redacted] established services with Sprint on August 22, 2015, upon the completion of a change of ownership in association with phone numbers ending in ***, ***, ***, and ***, to a Sprint account in her nameAt that time, she purchased four devices associated with the above phone numbers at discounted pricing in exchange for a two-year Service Agreement per lineFor details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about the Early Termination Fees 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 We regret any misunderstanding that may have occurred regarding our billing practices and the equipment purchase options reflected on Sprint’s websiteMs [redacted] currently subscribers to Sprint’s Everything Data Share plan; however, other Sprint plans stipulate that customers who elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this feeAdditional details regarding our rate plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans We spoke with Ms***y on April 14, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we explained that the details of Ms***’s elected plan do not ensure particular equipment purchase options will always be applicableIn order to provide an amicable resolution and closure for this matter, Sprint agreed as a one time exception to allow Ms [redacted] to order three iPhone 128GB devices at discounted pricing in exchange for a two-year Service Agreement per lineMs [redacted] confirmed her understanding and satisfaction with our proposed resolution provided to her We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

[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 meI would also like to thank the sprint agent that heard me out and attempted to fix the issue with meAlthough I have chosen to start researching other companies to switch services I appreciate the efforts to help me out Regards, Courtney ***

April 24, 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] expressed dissatisfaction with the level of customer service that she received while trying to resolve a billing issue Ms [redacted] said when she started service with Sprint, she took advantage of the buy one get one free promotion She further stated that she confirmed with the retail representative that she can pay off her device early; however, she was not aware that when she paid her device off early, it will cancel out the free deviceTherefore, she was refunded back the payment for the deviceLastly Ms [redacted] states her service is currently suspended As a result, she is requesting that we restore her service and allow her to pay off her device early We regret any misunderstanding that may have occurred related to our recent BOGO promotion and Ms***’s referenced account creditOur records reflect that Ms [redacted] initially purchased her noted devices with 24-month installment billing purchase agreements to be satisfied on June 21, 2018, and as part of that BOGO offer, which allows participating customers the option of obtaining a device of select models and receiving a second device of the same model free when purchased with one of our billing installment purchase agreements, with other requirements and restrictions requiredTo remain qualified for the promotional offer, the equipment must be activated and remain active for the full length of the installment billing agreement term to allow the respective BOGO credit to systematically applyIn the event that a line participating in a BOGO offer terminates prior to the satisfaction of the installment term, the BOGO promotional credit will cease to award, and additional equipment charges may become applicableAdditional details related to our BOGO credit terms are available on our website at www.sprint.com/promotions During our discussion with Ms [redacted] on April 17, 2017, the information outlined above was explained to herMs [redacted] reiterated her dissatisfaction but confirmed her understandingShe asked that we provide feedback to our store employeesWe also confirmed the service was not suspended We appreciate Ms [redacted] for taking the time to provide us with her experience with our Retail and 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 inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive 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 in its response, Sprint has failed to (1) acknowledge the glaring billing errors it has committed, and (2) offer a suitable remedy for the errorsFurther, Sprint has made factually incorrect statements upon which it is basing its refusal to correct the improper billing practices it has imposed on my account for over a decadeFor these reasons, I reject Sprint's response and attach herein a reply that further explains these comments Regards, [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 as no alternative due to incorrect information provided at the time of saleI thank the gentleman that reviewed my complaint for his time and thorough explanation Regards, [redacted]

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] - [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted 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] - [redacted] advised of her dissatisfaction with her rate plan being changed without her authorization although the new plan has a lower monthly cost than her previous one We regret any possible remaining misunderstanding that may exist related to Ms [redacted] -***’s referenced rata plan change However, as we previously explained to her, our records reflect that she discussed the possibility of updating her services to the disputed rate plan during an interaction with our Customer Care department in November Although Ms [redacted] - [redacted] disputed that action, we are unable to identify any error on the part of Sprint related to that rate plan change During our June 14, 2017, follconversation with Ms [redacted] -***, we reiterated the information outlined above and again confirmed that the change did not cause any increase in her charges and actually provided a savings of approximately $per month We thanked her for her candid feedback related to the action but again informed her that, if she elects to cancel her Sprint services as a result of that action prior to the satisfaction of her current equipment finance agreements, she would be responsible for any applicable Early Termination Fees or accelerated equipment charges that would become due, in accordance with each agreement she accepted We confirmed that Ms [redacted] - [redacted] currently has a two-year Service Agreement for her tablet line ending [redacted] that was not affected by the disputed plan change because it has an individual rate plan that was not changed Additionally, she consented to Installment Billing equipment purchase agreements for the devices associated with her lines of service ending [redacted] and *** Further, our records reflect that Ms [redacted] - [redacted] consented to a two-year device lease agreement for the device active on her line of service ending *** Based on additional information Ms [redacted] - [redacted] provided, we offered to accept the return of her leased device and waive the remaining unpaid lease charges totaling $236.88, in addition to the customary credit of the End of Lease Device Purchase Option amount of $plus applicable taxes that will be assessed upon termination of that agreement, as a one-time courtesy exception Ms [redacted] - [redacted] stated that she will consider that offer and contact us directly to advise us of her decision We informed her that the offer is available for days from the date of this response We regret any inconvenience this matter may have caused If we can be of further assistance with this issue, or if Ms [redacted] - [redacted] would like to accept our offer within the referenced timeframe, she can contact me directly by calling our department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

September 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] submitted on August 11, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to retrieve her final invoice to present to her new wireless service provider, which reflects equipment charges assessed to her accountMs [redacted] further expressed her dissatisfaction with her account subsequently being forwarded to an outside collection agencyMs [redacted] requested that Sprint review these matters and provide her with a copy of her final invoice Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on April 1, 2016, Ms [redacted] established service with Sprint by portiphone lines ending in [redacted] and [redacted] and activated iPhone 6s and Samsung Galaxy Sdevices via Sprint LeaseEffective 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 payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit [redacted] Our records further indicate, Ms [redacted] successfully ported-out phone numbers ending in [redacted] and [redacted] to another wireless service provider on June and June of 2016, which in turned cancelled her accountSince Ms [redacted] participated in Sprint’s Lease program, her account was assessed Lease cancellations charges due to cancelling services prior to completing the terms of the Lease AgreementsPresently, her account reflects an outstanding balance, which was subsequently forwarded to an outside collections agency on August 4, 2016, due to not satisfying the outstanding balance reflected on her account With regards to Ms [redacted] being unable to retrieve her final invoice, we have confirmed that Ms [redacted] ’s preferred method of communication was e-mailTherefore, upon the cancellation of her account, Ms [redacted] ’s final invoice should have been delivered to her via e-mail to the address on fileAdditionally, we were unable to substantiate that Ms [redacted] contacted Sprint and requested to have a copy of her final invoice mailed to her address on filePlease be advised that we are continually striving to improve the quality of service provided to our customersPlease note that Self-Service features are parts of our service strategy rebalanced so that customers have the easiest and safest resolution to their requestsSprint offers various ways for customer to handle concerns and manage their accountThose options include but are not limited to online chat, dialing *star options to utilize Sprint’s automated phone system, visiting www.sprint.com, by using their device to visit MySprint.com, or by visiting a local Sprint retail store In order to ensure that Ms [redacted] successfully obtains her final invoice from Sprint, we must speak with her directlyWe have made multiple attempts to reach Ms [redacted] regarding her concernsWe attempted to contact Ms [redacted] via phone and e-mail on August 11, September 6, and of Unfortunately, we have not received a return call from Ms [redacted] Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, 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 accountTherefore, we ask that Ms [redacted] contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concerns We apologize for any inconvenience that this matter may have caused Ms [redacted] We appreciate Ms [redacted] taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

May 12, 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 recent increase of her Sprint charges subsequent to device upgrades in January 2016, citing that we have begun assessing a monthly subsidy fee She requested that we remove the referenced charges and provide credit for the disputed charges already assessed We regret any possible misunderstanding that may have occurred related to the monthly $Subsidized Phone Charge referenced in Ms***’s inquiry During our May 5, 2016, discussion with her, we explained that the referenced charge is directly related to her obtaining new devices at reduced, subsidized pricing, pursuant to the terms of her chosen price plan We further explained that, although her previous device upgrades were also obtained at subsidized pricing, she had a different price plan at the time she purchased those devices Her current price plan became effective in August Therefore, our billing system did not assess the disputed charge until her device upgrades in January as explained above Ms [redacted] indicated her understanding of the information provided but reiterated her request that we remove the disputed charges We informed her that we must respectfully decline that request; however, we offered to reinstate her previous price plan and to apply credits to her account to offset the disputed charge for the past six months on both of her lines of service Ms [redacted] accepted our offer, and we processed the price plan change and applied credits totaling $to her account as agreed Ms [redacted] indicated her satisfaction with the resolution provided We regret any inconvenience these matters may have caused Ms***, and we appreciate her continued business If we can be of further assistance with these issues, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand p.m., Central TimeSincerely, [redacted] **Executive Services Analyst

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx***, Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 23, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with experiencing dropped calls in his home service area in Burbank, CaliforniaMr [redacted] stated that the device associated with phone line ending in [redacted] was returned to a local Sprint Retail Store locationIn addition, he expressed his dissatisfaction with delay in receiving an adjustment to offset the remaining Lease cancellation and Lease Device Purchase Amount charges associated with phone line ending in ***Mr [redacted] requested that Sprint review these matters and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] ’s complaintWe regret that the coverage in Mr [redacted] ’s service area is falling short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Mr [redacted] ’s billing address was operating within parameters during the time he stated that he experienced poor service As outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger According to our records, on July 7, 2015, Mr [redacted] activated a LG Gdevice associated with phone line ending in [redacted] via Sprint’s Leasing programFurthermore, on April 22, 2017, Mr [redacted] contacted our Customer Care group requesting to cancel account due to network issues In response to his request, Mr [redacted] was advised that his home service area is within Sprint’s “good” coverage; however, he continued to express his interest in cancelling his Sprint accountTherefore, on April 23, 2017, Mr [redacted] ported-out phone line ending in [redacted] to another wireless service provider; effectively cancelling his accountAs a result, his account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges totaling $as reflected on his May 1, billing statement We spoke with Mr [redacted] on June 7, 2017, to discuss his concerns in detail and relayed the aforementioned information to himAs an effort to resolve this matter, we advised Mr [redacted] that on June 7, 2017, our Retail Store’s Management team confirmed that the device associated with phone line ending in [redacted] was returned to the retail store location, which was subsequently delivered to our Returns warehouse on April 24, Therefore, on June 8, 2017, we applied an adjustment of $to offset the disputed charges, leaving Mr [redacted] ’s account closed with zero balanceAccordingly, Mr [redacted] informed us that this matter has been addressed and he expressed his understanding with the information provided to him We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [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

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] M [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention In the information provided by your agency, Mr [redacted] cited his dissatisfaction regarding the charges reflected on his account and the monthly invoices Mr [redacted] stated that he has been incorrectly charged, however, no details regarding the charges on his account were provided After completing a review of Mr [redacted] ’s Sprint account for services utilized between May and July 2017, we were unable to identify any billing errorsWe attempted to contact him via phone and e-mail on several occasions to explain the charges on his monthly billing statements, clarify any specific charges in his dispute and address any additional concerns he may have with the charges reflected on his account; unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his accountMr [redacted] should have his PIN and security information available when he contacts us We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com [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] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to replace her Samsung Galaxy Note device She requested that we ship her a replacement device immediately and apply a credit to her account We regret any inconvenience Ms [redacted] experienced with the replacement of her Samsung device Sprint has no higher priority than our customers, and customer safety while using our products is synonymous with that priority Sprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Notedevice and to ensure that options were in place for customers who purchased that model to exchange it to a different device model at Sprint retail store; however, we do not provide temporary equipment for customer use We contacted Ms [redacted] on September 26, 2016, and explained the information outlined above and previously communicated to affected customers Ms [redacted] advised that, although she understood her options, she did not want to accept a different model device in exchange for her chosen device model as a permanent resolution and reiterated her belief that we should provide a temporary device for her to use while she awaits her new replacement device We informed Ms [redacted] that we appreciate her feedback regarding this matter but that we must respectfully decline her request, as we do not have loaner devices to provide for issues of this nature We have confirmed that Ms [redacted] is currently on a master list awaiting a replacement device at her local Sprint store as soon as more stock becomes availableShe accepted the information provided and suggested that she will await notification from the store to visit the location for exchange On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms [redacted] , as well as any delay in bringing her reported concerns to resolution If we can be of further assistance with these issues, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, 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 Thank you for being a consumer advocate! Regards, [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 mostly satisfactory to me, even though information in the response is inaccurate I never took the phone and never needed to return it, it was cancelled before I picked it up Additionally, the information regarding the $monthly fee was not made clear, had it been I never would have made that purchase in the first place Regards, [redacted] ***

August 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] is dissatisfied with Sprint’s service coverage in his area As a result, he is requesting that we cancel the account with a waiver of his lease cancellation chargesWe regret that Mr [redacted] experience with service in his local calling area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers As with the nature of the wireless industry, Sprint does not guarantee blanket coverageWe spoke with Mr [redacted] on July 19, 2016, and apologized for any inconvenience he may have experienced as a result of this issue Although we maintain that the lease agreements are valid, in an effort to bring about an amicable resolution, we agreed to waive the remaining balance on his five lease agreements associated to his account with the return of the associated undamaged devices to our retail store or our warehouse We provided Mr [redacted] the address of the closest corporate store in his area We will credit the lease accelerated charges upon receipt of the devices Mr [redacted] agreed to contact us once he has returned the devices This offer is valid for a period of days from the date of this response We appreciate Mr [redacted] taking the time to provide us with the details of his customer service experience 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, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted] extension *** I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

August 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Sprint is in receipt of the complaint of Ms [redacted] submitted on August 4, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the difficulties she encountered when her device malfunctionedMs [redacted] further expressed her dissatisfaction with being provided with a defective replacement deviceAs a result, she visited the Authorized Service and Repair Center location to have the defective device replaced, which she subsequently discovered the Total Equipment Protection (TEP) plan was cancelled without her knowledgeMs [redacted] requested that Sprint review these matters and provide her with a replacement device at no further cost to her Sprint has reviewed Ms***’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Our records show that Ms [redacted] subscribed to Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs [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 period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at [redacted] According to our records, on January 22, 2016, Ms [redacted] upgraded a device on phone line ending in [redacted] and activated a Gold Samsung Galaxy Note device a via Sprint LeaseEffective 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 payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit [redacted] Further review of our records, we confirmed on March 10, 2016, Ms [redacted] visited the Authorized Service and Repair Center location due to experiencing difficulties with her deviceAt that time, her device was deemed defective and it was replaced with a Black Samsung Galaxy Note deviceMs [redacted] activated the replacement device via our website, [redacted] on March 16, Upon the activation of the replacement device, the Total Equipment Protection (TEP) plan was cancelled on the above lineOn June 18, 2016, Ms [redacted] visited the Authorized Service and Repair Center location due to her replacement device malfunctioningHowever, she was informed that the TEP plan was cancelled on phone line ending [redacted] on March 16, Due to the replacement device being inoperable, Ms [redacted] temporarily activated a previously owned LG Optimus S device We spoke with Ms [redacted] on August 9, 2016, discussed her concerns in detail and relayed the aforementioned information to herMs [redacted] confirmed that she inadvertently cancelled the TEP plan upon the activation of her replacement deviceIn an effort to resolve Ms***’s device concerns, we engaged our program administrator, AsurionPlease note due to the inadvertent cancellation of Ms***’s TEP plan, Asurion agreed to reinstate the TEP plan on phone line ending in [redacted] on August 9, Additionally, on August 11, 2016, the insurance claim was approved and processed for a Black Samsung Galaxy Note device, which was activated on her accountAdditionally, Ms***’s account was assessed a prorated monthly recurring charge of $for TEP plan and $non-refundable deductible We attempted to follwith Ms [redacted] on August and of 2016; unfortunately, we were unable to reach her directlyIn an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer a one-time adjustment totaling $to her account to offset the non-refundable deductible, which will be reflected on the September 11, invoice and to offset the current balance reflected on her accountShould Ms [redacted] wish to accept our proposed offer, we urge her to contact the undersigned directly at the phone number noted below within (7) days from the date of this letterWe sincerely regret any inconvenience this matter may have caused Ms*** If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, [redacted] ***ton Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.In accepting the response I am presuming that this is actually, in fact, removed from my credit reportI was told that I need to dispute this directly with the credit bureau and with the collections agency in order to complete this Regards, Jasmine S***

August 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that we processed a $payment from his checking account without his consentAs a result, he has requested that we refund the payment expeditiously and states that he was advised it would be refunded previously and it has not Our records reflect that a payment for $was processed on July 20, 2017, via one of his mobile handsets active on his accountAs a result, this was not a payment initiated by Sprint We spoke with Mr [redacted] on August 9, 2017, and confirmed the above-referenced information Further, at his request, we processed a refund for the $payment to his checking account and advised that he should receive it within 48-business hours We regret any inconvenience that this matter may have caused If we can be of further assistance related to this matter, [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst

Executive & Regulatory Services P.OBox Irving, TX February 5, [redacted] Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms ***: 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 was unaware of the Account Spending Limit (ASL) and the associate fee when she established service with SprintShe has requested that the ASL and its fee be disassociated from her account Ms***’s account was activated with a $Account Spending Limit based on the results of the credit evaluation performed when she established service with usOur system will electronically monitor and may interrupt service when the account balance is not paid timelySprint assesses a $Spending Limit Program Charge to Spending Limit accountsSprint will waive the $Spending Limit Program Charge for affected customers who enroll in eBill and our recurring automatic payment programCustomers can enroll in eBill 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 recordWe spoke with Ms [redacted] on January 13, and explained the information provided above; however, she had already canceled her Sprint service We regret any frustration this matter may have causedIf we can be of further assistance regarding this matter, you can contact me 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 M Terrence M Executive Services Analyst