Sprint Corporation

December 6, 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*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed our allowing someone other than herself to add a line of service to her Sprint account, citing that she has requested on multiple occasions that we restrict account access to only herShe also expressed her dissatisfaction with the level of customer service provided by our representatives during her recent attempts to terminate another line of service on her account and with her monthly charges being higher than quoted to her, We appreciate Ms***’ taking time to provide details of her experience 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 her input to improve our Customer Care training and processes We regret any possible misunderstanding that may have occurred regarding access to Ms***’ Sprint accountSprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that 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 accountOur records reflect that on July 26, 2016, a device activation occurred through our online service for mobile number ending ***Review our records do not reflect that the device associated with the referenced line of service was purchased through Sprint’s telesales, retail location, or website, www.sprint.comFurther, the activation of the device did not impact the 2-year contract agreement that was to be satisfied on November 11, The person that accessed Ms***’ account online, had access to her username and password to be able to update the device associated with the referenced line of service We further regret any delay that may have occurred related to Ms***’ referenced service cancellation requestHowever, Sprint advertises and provides 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 a customer’s rate planAs such, when Ms [redacted] contacted our Customer Care department on November 11, 2016, to cancel one of her lines of service, we processed the cancellation to occur on the last day of her then-current billing cycle, December 8, Additional information related to our service cancellation protocol is provided in our Terms and Conditions of Services which can be reviewed on our website at www.sprint.com During our November 29, 2016, conversation with Ms***, we explained the information outlined aboveWe also informed Ms [redacted] that, at her request, we updated our records to reflect that any attempt to access her account must be authenticated directly by Ms [redacted] before taking any actionAlso at her request, we canceled her above-noted line of service effective immediately; however, we reiterated with her that no service credit for that line is warranted We also discussed Ms***’ billing and verified that her account charges are accurate based on her chosen rate plan and equipment options, and we confirmed with her what her monthly total billing for her four lines of service should beMs [redacted] expressed her satisfaction with our resolution and action taken on her account We regret any frustration these matters may have caused but are pleased that we were able to resolve Ms***’ reported concerns satisfactorilyIf we can be of further assistance related to these issues, Ms [redacted] can contact me directly by calling our department toll-free at ###-###-####, ext***I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, [redacted] W Executive Services Analyst

March 31, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she was having an issue accessing the internet on her device She requested her coverage issue resolved or be let out of her service agreement 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 With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the sameBased on the service address provided; it was identified that her address is within Sprint coverage, and there is an upcoming scheduled network updateWe spoke with Ms [redacted] on March and 15, 2017; we sent information to our network team We advised her of the upcoming network updateIn an effort to bring about an amicable resolution, we offered her a courtesy credit of $per month for months, while waiting for the upcoming network update She accepted the credit, the first installment was applied immediately; another $credit will award on her next month’s bill We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst Tell us why here

March 29, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] ***Sprint Account # XXXXXX*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on March 15, We appreciate your assistance in bringing our customer’s concerns to our attentionMs***’s filing expressed her dissatisfaction with the charges reflected on her February billing statementMs [redacted] stated she was advised that the balance for her February billing statement was $ However, after remitting her $payment, she received a notice that her account was past due $ Ms [redacted] is requesting that Sprint review this matter and adjust her account accordingly We spoke with Ms [redacted] and explained that upon contacting Sprint to confirm her account balance, she was advised that the total balance at the time of her call was $ According to our records, Ms***’s February billing statement reflects a balance of $330.79, including a past due balance of $ Ms***’s March billing statement reflects a balance of $529.94, including a past due balance of $ We explained to Ms [redacted] that the balance reflected on her Sprint billing statement is accurate In an effort to resolve this matter, we applied a one-time courtesy credit of $to her account Ms [redacted] expressed her satisfaction with the resolution in this matter We apologize for any inconvenience this matter may have caused Ms*** If Ms [redacted] would like to further discuss this matter, Ms [redacted] 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 LTaheera L.Executive & Regulatory Service

July 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his subsequent inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service received from our third-party vendor, Asurion, citing that his attempts to speak with the previous representative who offered to replace his damaged Samsung Galaxy Note with a Certified Samsung Galaxy Edge at no cost were unsuccessfulHe further expressed dissatisfaction that the referenced offer was no honored, and he was required to pay a deductible in order to file a claim with Asurion We regret any inconvenience that may have caused Mr [redacted] to contact your agency againDuring our July 18, 2016, conversation with Mr [redacted] , we contacted Asurion on his behalf in an effort to replace his damaged deviceOur records reflect that Mr [redacted] ’s Certified Samsung Galaxy Note device was replaced on July 20, 2016, with the same model handset via AsurionAlthough the $deductible is valid, to demonstrate our commitment to excellence and due to Mr [redacted] ’s ongoing efforts to replace the device under his Total Equipment Protection plan prior to July 20, we applied a $credit to his account as a one-time exceptionThat credit will be reflected on his next invoice We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his recent experiences with AsurionPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We are pleased to inform you that Mr [redacted] accepted our resolution offerIf we can be of further assistance regarding these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

August 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that in July 2017, when she upgraded her device to an iPhone she was offered a $Visa Reward Card She stated that although she completed the upgrade process she has not been provided the $Visa Reward Card As a result, Ms [redacted] is requesting that we honor the promotional offer she received at the point of sale 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 target $off iPhone upgrade promotion, targeted eligible customers can upgrade to the new iPhone 32GB and save $ All iPhone and Plus memory configurations are eligible, however customer will receive a max credit of $regardless of memory configuration leasedThis offer is not combinable with any other device credit offers or with other iPhone offersThis offer was not eligible with iPhone RED devicesFurther, as stated in the promotional offer, credits will awarded within bill cyclesDuring our conversation with Ms***, we advised her that we confirmed that she meets all the criteria for the above promotion While we regret any misunderstanding that may have occurred in how the promotion would award, in an effort to resolve her concern we offered to apply a one-time $goodwill credit to her account in lieu of the $Visa Reward Card Ms [redacted] accepted the offer and is satisfied with the resolutionWe appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, Ms [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

[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 meThank you so much for your time and assistanceIf not with your organization, this big company will still probably ignore my concernsOnce again, your commitments to the society and costumers like me are acknowledged and highly appreciated Regards, [redacted]

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding account XXXXX***, established in the name of his wife, Ms [redacted] *** We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with learning that he must pay an additional $per device or return the devices to Sprint to avoid future lease charges after paying monthly installments for his two iPhone Plus devices He cited that he was not aware and never would have agreed to the devices being leasedHe also expressed his dissatisfaction with the level of customer service he received Therefore, he is requesting to have all future charges for that equipment removed because he already paid the monthly installments We spoke with Mr***, and reached a mutual resolution for his concerns We reviewed the account and confirmed that the equipment purchase agreements that were set up for his and his wife’s devices were lease agreements at a reduced rate of $per month for months with the return of the device at the end of the lease or payment of $for each device that they elected to keep We also confirmed that each invoice indicated that the $charges were for the lease of each device As a result, the $end of lease purchase amount is valid if their lease agreements are ended and the devices are not returned as stated on their lease agreements However, in appreciation of their loyal years of service, we agreed to waive one-half of each of their $purchase charges and both $monthly lease charges plus taxes of $each reflected on the December invoice for the 25th monthly installment of each lease agreement Mr [redacted] accepted this resolution We advised Mr [redacted] that we regret any inconvenience that this matter may have caused If I may be of further assistance with this matter, Mr [redacted] can reach me by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because I have provided sprint times that I am available to discusss this and they continue to call during times I have indicated I am not available, showing they have little desire to resolve my complaint and continuing their below average customer serviceI just received my most recent bill which is again incorrect and I am being over charged Regards, [redacted]

We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he attempted to perform a device exchange within the 14-day return period but his request was deniedAs a result, he is requesting that we exchange his device for a different model We apologize for any inconvenience Mr [redacted] may have experienced as a result of this issueFurther, our records reflect that on April 13, 2016, we exchanged Mr [redacted] ’s device at his requestWe attempted to contact Mr [redacted] at the telephone number and email address provided in his inquiry on April 13, 14, and April 19, 2016; however, we have not received a response to our contact attempts We regret any inconvenience this matter has caused Mr [redacted] We welcome the opportunity to further assist in addressing Mr [redacted] ’s concerns and ask that he contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I understand the resolution that was madeHowever, I was not pleased with her attitude and her frustration implying that the mistake was my fault when clearly the fault was Sprint because through all of this no one has told me how the prom pen occurred in the first place so the most important thing to them is that they get their moneyThat's their resolutionALL I WANT TO KNOW IS HOW/WHY DID THE IPAD END UP ON MY SISTER'S ACCOUNT??? I want someone else to handle my case and not LaToya...MY POINT...BAD COUSTOMER SERVICE!!! Regards, [redacted]

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, shortly after switching to Sprint, she began experiencing coverage issues at her residence and in the general service area As a result, she reported the issues to the local store where her original purchase was completed and she indicates although she made the store manager aware of the service issue, he refused to accept the return of her device advising she is now outside of the Sprint Satisfaction Guarantee time period Ms [redacted] is requesting to return the equipment free of any early cancellation charges We contacted Ms [redacted] and reviewed her coverage concerns in detail We also referred her to a Sprint service and repair center to evaluate her device and update the settings Unfortunately, these actions did not resolve Ms [redacted] ’s service issue As a result, we mailed her a return kit to facilitate the return of her device Upon receipt of the returned device, we will adjust the accelerated equipment charges stemming from the cancellation of her existing lease agreement Ms [redacted] accepted responsibility for the service and usage charges incurred through the date of her cancellation and she expressed satisfaction with the actions taken We appreciate Ms [redacted] for taking time to provide details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s input has been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions regarding this matter, 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 Services Analyst

July 26, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case... [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. [redacted] ***. We appreciate you bringing this matter to our attention. According to the information provided, Mr. [redacted] stated that in November 2014, he activated four devices via Sprint’s installment billing option. Subsequently, he found that three devices were activated via our Sprint Lease program and has been billed the month-to-month lease charge once the lease agreements were satisfied. At the end of the lease term, rather than trading-in his devices, Mr. [redacted] was charged the month-to-month lease fee of $25 per month for three lines. Mr. [redacted] is disputing the month-to-month lease charges and requested that we remove the device purchase charges. The Sprint Lease program 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 Mr. ***, we advised that we have three signed lease agreements which stipulate that upon the satisfaction of the lease agreements, if he does not return the devices, he will be billed a month-to-month charge and if he chooses to keep the devices, he will be billed the Lease Device Purchase amount, which is separate from the monthly lease charge. Because the month-to-month charges are valid and have been paid, we must respectfully decline his request to refund those charges. However, as a one-time courtesy and in an effort to bring closure to this matter, we cancelled Mr. ***’s respective Lease Agreements and designated that the devices are paid in full. We regret any misunderstanding that may have occurred. If we may be of further assistance with this matter, Mr. [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, Kala C Executive Services Analyst

January 25, 2017 Kansas City RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case # [redacted] , [redacted] L. [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] L. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr. [redacted] ’s stated that he ported out his services due to coverage issues. However, he stated that he was billed for a full month of service when he ported out his number, although he ported out on the first day of his billing cycle. He is requesting to only be billed for one day of service. As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, Sprint advertises and provides services in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan. Our records show that Sprint received a port out request on December 22, 2016, and at that time Mr. [redacted] account was automatically cancelled. Since this was his billing cycle date Mr. [redacted] s was not billed any additional monthly charges and his January 2017 bill shows a zero balance. Further, our records show that the balance reflected on his account was for his December 2016 bill which were for usage dates of November 22 through December 21, 2016. Although no credit is due, as a courtesy, because Mr. [redacted] was a tenured customer, Sprint credited his account balance. As a result, his account is closed and reflects a zero balance. Mr. [redacted] was satisfied with this resolution. We regret that we did not have the opportunity to investigate Mr. [redacted] ’s coverage concerns prior to him electing to cancel. If we can be of further assistance, Mr. [redacted] can contact our office toll free at ###-###-####. I am available Monday through Friday, from 7:30 a.m. to 4:30 p.m., Eastern Time. Sincerely, /m/ Mr. Monk Mr. Monk Executive Services Aanalyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regarding the VANCO Credit Card Reader that does not work on the LG Phone that Sprint sold me, these facts remain. 1) The VANCO Credit Card Reader is a very compatible device, working on other cell phones that I have on my Sprint account, it is not some exotic device, but simply connects to the audio jack of a cell phone 2) Sprint represented to me when I bought the LG phone that it would do all functions that my previous phone did and would function as my other phones on my account, obviously it does not. 3) In addition to these facts the LG phone continues to have numerous other problems that make it difficult to operate, it locks up and on occasion simply reboots, the battery life is less than 4 hours, it takes more than 5 hours to recharge from zero battery. 4) Sprint SPAMS me continually with offers that are obnoxious and add to the inefficiency of the device 5) Many times the phone will not call out or answer until you forcefully shut down sprint applications, and if that is not successful to restore the LG phone to service, it must be powered off and restarted. 6) the LG phone is defective, Sprint has not ever responded kindly to requests for service, they only respond when complaints are made to the FTC and BBB 7) I requested arbitration from the Sprint representative but they refused to accept and my next step may be to join a "class action" against Sprint that is pending Feb 2017 for these same issues facing other Sprint customers. 8) Sprint representatives "mock you" when you describe the problem and send you to non existent Sprint Tech Support problem resolution destinations 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. I am happy to say that the issue was resolved after a thorough investigation was done by sprint and found that indeed the information that was given to me was said incorrectly by their sales team and not myself. Thank you BBB for your help. Regards, [redacted]

April 26, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 17, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms. [redacted] expressed her dissatisfaction with an additional line of service and device being ordered on her Sprint account, without her authorization. Ms. [redacted] requested that Sprint review this matter, and provide her with cancellation of the additional lines of services and adjust the erroneous charges, as well as additional compensation due to the inconvenience she experienced as a result of this matter. Sprint has reviewed Ms. [redacted] ’s complaint. We spoke with Ms. [redacted] on April 20, 2017, and advised her that our Fraud Management group has investigated the dispute in question and confirmed fraudulent activity occurred on the account. As a result, the unauthorized line of service was terminated and all necessary adjustments have been applied to the account to negate the disputed charges as of April 14, 2017. In addition, our Fraud Management group deleted Ms. [redacted] ’s account on-line profile. During our conversation, Ms. [redacted] confirmed that her account concerns were resolved; however, she expressed her concerns with the length of time and the amount of effort she had to expend with regard to account management. Although, Sprint sustains no further credit is due; in order to provide an amicable resolution and closure to this matter, we offered a one time courtesy adjustment of 106.36 to offset the monthly recurring charges as reflected on the April 2017 billing statement. However, Ms. [redacted] did not confirm her acceptance of this offer. Should Ms. [redacted] wish to accept our proposed offer, we encourage her to contact the undersigned directly at the number below within 14 days of this letter to confirm her acceptance. 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 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. Executive Services Analyst

October 4, 2017 RevDex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , Alexis [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: ... Sprint is in receipt of the above-referenced inquiry of Ms. Alexis [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] stated that she did not receive her prepaid card for the cancellation fee that she incurred after she ported her telephone number to Sprint. She expressed dissatisfaction that she received an invoice from her previous wireless provider, which reflects an outstanding balance for the cancellation fee that she incurred. She requested that we process a prepaid card for that fee. We regret any misunderstanding that may have occurred regarding Ms. [redacted] ’s Sprint billing and any delay in resolving the referenced matter. However, due to the nature of Ms. [redacted] ’s complaint, we would need to speak with her directly. We attempted to contact Ms. [redacted] via telephone and e-mail on several occasions to address his concerns. Unfortunately, our attempts to contact her on September 21, 2017, and on October 2 and 3, 2017, were unsuccessful. We also sent a letter to Ms. [redacted] at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review. We look forward to speaking with Ms. [redacted] and encourage her to contact us regarding any concerns she may continue to have. If we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 9:30 a.m. and 5:30 p.m., Central Time. Sincerely, Tiffany G. Executive Services Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Tom K [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to his rebuttal, MrK [redacted] stated that the $Subsidized Phone charge was not properly disclosed to him upon upgrading his handset via Apple’s websiteMrK [redacted] further stated that the investigation and information provided to him was not to his satisfactionTherefore, MrK [redacted] requested that Sprint review his supporting documentation and waive the $Subsidized Phone charge associated with phone number ending in As stated in our prior response, upon upgrading his device MrK [redacted] was provided with a clear disclosure of his monthly recurring charges, and all other applicable monthly charges including the Subsidized Phone Charge in questionFurthermore, we were able to locate the contract confirmation letter that was mailed to him October which includes the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his monthly charges on Sprint’s part during his device upgrade Please be advised that the price plan MrK [redacted] selected stipulates 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/per month, pursuant to the terms associated with the selected price planFurthermore, customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee, as indicated in the information provided by MrK [redacted] in his complaintAdditional details regarding our price plans and the associated Subsidized Phone Charges are available on our website, www.sprint.com/plansBased on a review of MrK [redacted] ’s complaint and account records, Sprint was unable to identify any billing related errors We spoke with MrK [redacted] , on November 21, and relayed the aforementioned information to himAt that time, MrK [redacted] confirmed his understanding of the information that was relayed to him On December 20, 2017, we spoke with MrK [redacted] and confirmed the information that was relayed to him on November 21, Additionally, we advised MrK [redacted] that his supporting documentation noted as Sprint $FAQ, validated our position regarding the terms of his Unlimited Freedom price plan and the $Subsidized Phone chargeWe further confirmed that he has been enrolled in the Unlimited Freedom price plan since September We appreciate MrK [redacted] ’s feedback regarding this matterAlthough he may disagree with our position, we are confident that his concerns have been resolved to the best of our abilityAll further inquiries will be met with the same response We regret any inconvenience this matter may have caused MrK [redacted] If we can be of further assistance with this issue, MrK [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicated she believed she would be receiving new phones and service after she made a payment towards her closed Sprint account She indicated that after her payment, she was advised that a new credit check would be required to re-establish service As a result, she is requesting that we review the matter We reviewed Ms [redacted] ’s account and confirmed it was activated from December 2, 2016, through January 5, The billing cycle began on the 2nd of each month and ends on the 1st of each month She was sent a bill in December with a balance due of $due by December 25, She was sent a bill on January 5, 2017, for $due by January 25, We did not receive a payment for either invoice As a result, her balance incurred late fees and was sent to a collection agency on April 5, Sprint advertises and provides services in monthly increments If services are terminated before the end of a billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan When Ms [redacted] ported her phone number to another provider on January 5, 2017, it canceled her service We regret that this may not have been explained to Ms [redacted] ; however, this information is provided in our Terms and Conditions of Services During our conversation with Ms [redacted] on July 31, 2017, we explained her balance to her She visited a store to inquire about re-establishing service on July 21, She is required to pay off the account balance before establishing service In addition, because the account has been canceled for more than days, a new credit check is required Ms [redacted] made a payment of $during her store visit She indicated the store employee provided her with incorrect information about setting up service again and as a result, she is requesting a refund for the $ We must respectfully decline her refund request, as the balance due was for services rendered However, as a gesture of goodwill and not a result of a billing error, we offered to prorate Ms [redacted] ’s final service plan cost on the January 5, 2017, invoice Also, refund the credit balance Ms [redacted] declined and indicated she would continue to file complaints and dispute the payment with her bank for the full $ We appreciate Ms [redacted] taking time to provide details of her experience with the store 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 Should Ms [redacted] accept our offer to prorate the final bill, she can contact me at the number listed below The offer is good for days from this responseIf Ms [redacted] has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst

May 9, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] R [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] R [redacted] , submitted on April 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’ complaint, she states that she upgraded to the Samsung Galaxy S8+, and per the Sprint website, she could upgrade and pay $downMs [redacted] states that she paid $for the equipment and is requesting that the $be refunded to the card that she paid with We spoke with Ms [redacted] on April 26, 2017, regarding her disputeShe advised that this matter has been resolvedWe have reviewed the account in question and confirmed that a credit in the amount of $was applied to account XXXXX [redacted] on April 23, 2017, in regard to this matterFurthermore, an additional $will be credited to the next billing statementAs a result of this action, this matter has been fully addressed and resolvedWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Services Analyst