Sprint Corporation

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

[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 started this process with the single purpose to waste as much time of Sprint's as I possibly could, they have been nothing but rude to me during this whole processI have been hung up on, lied to, stalled, and generally treated poorly, after they billed me for a service I never requested I would like to continue to waste their time, but it appears that they are just trying to get me to cancel at this pointI do hope that they appreciate all the time that they have wasted of my wife's time when she has to call every month to battle over a dollar charge And I am patiently awaiting the day that they mess up my next bill Regards, [redacted]

April 14, 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 inquiry of Mr [redacted] filed on behalf of account holder, Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, the time display on his LG Gdevice is incorrect prompting him to contact our customer service department for assistance He states that the issue wasn’t able to be resolved so the customer service representative offered to qualify his line for an early upgrade Mr [redacted] advised that he attempted to upgrade to the exact model device online, which was being offered for percent off; however, he was subsequently informed that he would have to pay off his existing device in order to qualify for the percent offer As a result, Mr [redacted] would like the device exchanged at no charge He also expressed dissatisfaction with his monthly billing costs totaling $when he was informed the rate was $per month We contacted Mr [redacted] and spoke regarding his device issue We explained that the best course of action was not taken originally when he contacted us for assistance with his device issue The time display error on the device would fall within the manufacturer’s warranty and as a result, he has the option to visit a local Sprint service and repair center for an evaluation of the device or he can contact the manufacturer directly to facilitate the warranty issue We explained that for Sprint to facilitate the warranty repair, he may incur an out of pocket expense of $75; however, based on any miscommunication that may have occurred in this matter, we offered to apply a credit to his Sprint account as reimbursement of the charge as a goodwill gesture Mr [redacted] accepted our offer and agreed to visit a local service and repair center for assistance We also discussed the monthly rate for Ms [redacted] ’s service and equipment These charges total $each month after the $Buy One, Get One credit is applied The $rate Mr [redacted] is referring to doesn’t appear to include taxes and surcharges, which are in addition to the basic monthly service charges and equipment and are valid charges We regret any inconvenience this matter may have caused Mr [redacted] If he has further questions regarding this issue, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] J [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] J***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] advised that he was provided conflicting information related to the cost to replace and upgrade a malfunctioning device on his Sprint account, advising that we initially informed him of one cost to do so but later informed him of a higher costMr [redacted] requested that we allow the equipment upgrade without being charged the higher amount for accelerated lease balance payoff, as originally quoted to him We regret any possible misunderstanding that may have occurred related to the replacement of Mr***’s referenced equipmentOur records reflect that the device associated with the referenced line of service was upgraded on June 2, 2016, with his acceptance of an 18-month equipment lease agreement to be satisfied on November 26, Our records further reflect that Mr [redacted] was advised on May 14, 2017, by our Customer Care representatives that the line of service would become eligible for an equipment upgrade on June 1, 2017, pursuant to the terms of our iPhone trapromotional offer and that, when Mr [redacted] contacted our Customer Care representatives on May 17, 2017, we advised him that we could honor an early device upgrade and waive his $activation fee contingent upon his remitting a $payment but that, during a subsequent interaction with him that day, our sales representatives clarified his device upgrade options, advising that the $fee allowed for upgrade eligibility but that, in addition, he would be required to pay the $outstanding balance due remaining on his current lease agreement and turn in his device at the point of sale During our May 18, 2017, conversation with Mr***, we discussed the information outlined above and confirmed that the information provided by our sales representatives is correctHowever, as a result of the miscommunication provide to him previously, we updated his Sprint account to allow for immediate equipment upgrade eligibility effective that date and offered to apply service credits to his account to offset amounts equivalent to the lease payoff and activation fees assessed when he processed his device upgrade Mr [redacted] accepted our offer, and we received confirmation from him on May 18, 2017, advising that he upgraded his device with a new 18-month lease agreement at one of our retail locationsAs agreed, we applied a $service credit to his account to offset charges associated with the lease cancellation of his previous device lease agreement and a $service credit to offset the activation feeMr [redacted] expressed his satisfaction with our resolution We appreciate Mr***’s taking time to provide details of his experience with our retail and 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 his experience to improve our customer service training and processes We regret any inconvenience these matters may have caused but are pleased that Mr***’s reported concerns were resolved satisfactorilyIf we can be of further assistance with 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, Devin H Executive Services Analyst DH/lws

Hi Revdex.comAll this trouble started about two years ago, "no signal, dropped calls, etc."On this time I had a contract "around 2013-and from 2014-15" around October, I have no longer a contract with Sprint the plan was a lease program Like I mentioned in my first Email, when I moved out to a different area and everything started getting worseSince January I started calling costumer services, technical support and they started to send me ANTENNAS, TRIED UPDATE THE PHONE( I TALK WITH MANY PEOPLE AND DIFFERENT DEPARTMENTS)" but in the month of September it was the end because nothing worked and this was the most recent and last calls of last year of Two different "supervisors" of technical support said the problem was the upgrade of sprint towers and this issues was going to take a few months to fix, so I was paying my monthly payments for bad serviceNow they said I have to pay $1,I'm in total disagreement with this amount and its totally ridiculous, now Sprint started affecting my credit, Please if someone can help me with this situation, also I have pictures and audio of my conversation with SprintThanks

January 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced, follinquiry of Mr [redacted] , and this inquiry was forwarded to the Executive & Regulatory Services department for review We appreciate you bringing our customers’ concerns to our attention In the follinquiry, Mr [redacted] stated that there should be no monthly service charge for the line of service ending in In addition, he indicated that the $monthly device charge for the same referenced line of service should be one-half of the amount being billed Therefore, he is still dissatisfied with the resolution We regret any possible misunderstanding that may have occurred regarding this matter We spoke with Mr [redacted] on January 3, 2018, and explained that with the Unlimited Freedom service plan there is a $discount per line with automatic paymentMr [redacted] disagrees with this response and indicated that the line of service should be free based on what he was told, without an automatic payment requirementTherefore, in an attempt to resolve this matter, we will credit the $monthly service charge for the extent of the 18-month agreement with a lump sum credit of $ Additionally, there is an expired promotion for the Samsung Galaxy Sdevice, which was applicable April 14, through October 31, 2017, that allows a $recurring credit for the extent of the 18-month Lease Agreement As further resolution, we agreed to apply a total adjustment of $to Mr [redacted] ’s account to offset the $recurring credit for the 18-month Lease Agreement We appreciate Mr [redacted] taking time to provide details of his experience with our 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 that Mr [redacted] may have experienced while attempting to resolve his account concerns Should there be any additional questions or concerns with this matter, he can contact me by calling the Executive & Regulatory Services department at 1-844-282-8211, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

January 12, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on December 14, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ filing expressed her dissatisfaction with the remaining balance reflected on her Sprint account According to Ms [redacted] , she initially requested cancellation of her Sprint account on November 4, However, her billing cycle ended on November 7, As a result, the account remained active until November 30, Ms [redacted] requested that Sprint review this matter, confirm the cancellation of her account and adjust her account in accordance with her initial cancellation request Sprint has reviewed Ms [redacted] ’ complaint According to our records, we confirmed that due to an inadvertent error, Ms [redacted] ’ cancellation request was not processed until November 30, We spoke with Ms [redacted] on December 28, and applied a total adjustment of $to the account to offset the cost of the remaining account balance The account is now cancelled and reflects a zero balance Ms [redacted] expressed her satisfaction with the resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] 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 L Taheera LExecutive & Regulatory Service

October 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX7850, Loretta W [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the follow up inquiry of MsLoretta W*** We appreciate your assistance in bringing our customers’ concerns to our attention In her subsequent inquiry, MsW [redacted] stated that she is experiencing the same issues with her new device as she did with her previous one In MsW***’s original complaint, she stated that after receiving multiple reconditioned Samsung Galaxy Jdevices as replacements that have not worked, she spoke to a representative on July 20, 2017, and was assured that she would receive a new device as a replacement She stated she received the replacement; however, after three weeks she began to experience issues with the phoneIn an effort to reach an amicable resolution, an exception was made and on September 18, 2017, we sent MsW [redacted] a new Samsung Galaxy Jdevice as a replacement 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 warrantyIf the problem with his 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 visits The customer will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month periodIf the problem with MsW***’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 are available on our website at www.sprint.com/tep Our records reflect that MsW [redacted] subscribes to the TEP option on her telephone number We spoke to MsW [redacted] on October 18, 2017, and provided her with this information We advised her that if she is continuing to experience issues with her device, it is necessary that she visit a service and repair center so that a proper diagnosis can be made We regret any inconvenience this matter may have caused MsW*** If I can be of further assistance, MsW [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

July 12, 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 filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described an unfavorable customer experience while attempting to resolve a device bill concern, stating that he has been doubled billed for a device that he purchased and paid for in fullAs a result, he is requesting a credit equal to the disputed charges Our records reflect that Mr [redacted] activated an Apple iPhone 7+ Gold via Installment [redacted] for telephone (xxx) xxx- [redacted] on March 28, He remitted payment for $on March 29, 2017, to satisfy the installment pay-off balance for said device Our records further indicate that the Apple iPhone 7+ Gold installment agreement was canceled and that the customer activated a Red Apple iPhone 7+ via installment [redacted] on April 1, During our conversation with Mr [redacted] on June 29, 2017, we confirmed that both of the above-referenced installment agreements had been canceled as of June 1, 2017, and that credit was applied to the account on May 9, 2017, to offset the $pay-off balance associated with [redacted] and that the second installment was canceled under the 14-Day Satisfaction Guarantee, and that no charges were assessed to the account for [redacted] We appreciate Mr***’s taking time to provide details of his experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused If we can be of any further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

June 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Better Business Bureau Case— [redacted] Revdex.com Referral Name— [redacted] *** Sprint Account—xxxxx*** Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attentionAccording to the information provided in the complaint, Ms [redacted] stated that when she initially signed up for our services at one of our third-party retailers, she was asked to pay $as a down payment on her equipment Ms [redacted] canceled her services and expressed her dissatisfaction with her experience at the Sprint store and has requested a refund for the $payment Our records reflect that Ms [redacted] made a cash payment of $on April 10, 2017, for the activation fee, applicable taxes and surcharges We have processed a refund check for $34.90, which Ms [redacted] should receive within the next business days Ms [redacted] stated that she did not receive a receipt for the $cash payment Therefore, we referred this matter to the management team of the third-party store that she visited In an effort to bring closure to this matter, the store has agreed to process a refund check for $ In accordance with our Sprint Satisfaction Guarantee, Ms***’ account is now closed with a zero balance We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our third-party retail team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Katherine D.Executive Analyst

March 16, Kansas City Revdex.com Ward Pkwy, 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 for [redacted] This complaint was served to Sprint on March 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received from our Customer Care group while attempting to address his billing concernsMr [redacted] stated that upon porting-out phone number ending in to another wireless service provider, he was charged a $Early Termination Fee and an Installment Billing accelerated charge of $Therefore, Mr [redacted] requested that Sprint review this matter and adjust his account We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Mr [redacted] ’s feedback Sprint has reviewed Mr [redacted] ’s complaintOur records reflect that on October 22, 2014, Mr [redacted] upgraded phone number ending in via a two-year Service AgreementPlease be advised that cancellation of services prior to the fulfillment of the two-year Service Agreement will result in an Early Termination FeeOn December 2, 2015, Mr [redacted] upgraded the aforementioned phone number via our Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customer On January 8, 2016, Mr [redacted] ported-out phone number ending in to another wireless service providerHowever, due to an inadvertent error, Mr [redacted] was charged a $Early Termination Fee as reflected on the January invoiceAlso, his account was assessed an Installment Billing accelerated charge of $690, which was also reflected on the January invoiceOur records show on February 7, 15, and March of 2016, Mr [redacted] contacted Sprint to dispute his January invoiceAs such, Sprint investigated his billing concerns and as a result, on March 3, 2016, we applied a total adjustment of $to offset the Early Termination Fee reflected on the aforementioned invoice On March 3, 2016, we spoke with Mr [redacted] regarding his billing concernsAs such, he confirmed that his billing concerns were resolvedMr [redacted] has expressed his satisfaction regarding the resolution of his billing concernsWe regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

June 15, 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with a delay in unlocking an iPhone Plus device previously associated with his Sprint account for use on another network, advising that the new owner of that device has informed him that it cannot be activated with his chosen service carrier Mr [redacted] requested that we unlock that device or provide a refund of its cost We regret any misunderstanding that may have occurred with Mr [redacted] ’s device unlock request “Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our equipment unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: • any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options; • the account associated with the device is in good standing; • the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; and • the device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] satisfied his financial obligation for the referenced device on April 5, 2017, and that the device is eligible for SIM unlocking In addition, our records reflect that the SIM unlock information was transmitted to the device on May 27, As such, we are unable to identify any error on the part of Sprint related to this matter During our June and 15, 2017, conversations with Mr [redacted] , we discussed the information outlined above and respectfully declined his refund request Although we met Mr [redacted] ’s equipment unlock request, he reiterated his dissatisfaction and requested that we, instead, allow him the opportunity to return the iPhone Plus device for refund We were unable to honor that request; however, in an effort to fully address his concerns and meet our commitment to excellence in customer service, we offered to apply courtesy credits totaling $to his account to offset an amount equivalent to the equipment installment billing charges paid toward that device contingent upon the timely return of the previously-described device to us, in good working order, using prepaid shipping materials that we would send to him Mr [redacted] declined that offer and then requested that we allow the return of the described device provide a $1,refund check to him We reminded Mr [redacted] that we met his initial equipment unlock request on May 27, As such, we respectfully declined his request and informed him that no further refund or credit offer related to this concern would be warranted While it is our goal to resolve all concerns brought to our attention, we regret that we were unable to in this situation We believe that we have fully addressed the concerns brought to our attention, and our position remains unchanged We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, or if Mr [redacted] would like to provide additional information for our consideration, he 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

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns In Ms [redacted] ’s inquiry, she advised that she has been unable to upload her previous carriers’ invoice for reimbursement of cancellation fees pursuant to the terms of our contract buyout promotion and that she cannot log into her Sprint account via our website She further advised that she cannot use data services while she is on a call, and that her son’s wireless device rings when someone attempts to call her number She requested that we address those concerns We confirmed that we received a copy of Ms [redacted] ’s final invoice from her previous carrier reflecting the accelerated equipment balances, and that promotional gift cards totaling $for her [redacted] line of service and $for her [redacted] line of service are being processed accordingly Ms [redacted] should receive those cards within two weeks We were unable to identify the source of Ms [redacted] ’s online account access issue Therefore, to restore that access, we had her online account profiles removed from our website so that Ms [redacted] can set up a new online profile via our website During or conversations with her, we explained the information outlined above In a further effort to assist with her online account access concern, we also assisted with changing her account PIN Additionally, Ms [redacted] advised that, after speaking with representatives of our technical support department, the issue with her son’s device ringing when a call was placed to her number was resolved We that explained to Ms [redacted] that Sprint does not advertise that our devices are capable of providing Simultaneous Voice and Data (SVD) and/or Simultaneous Voice and Data Only (SVDO) usage on our network However, SVD can be achieved with either LTE or coverage; CDMA and LTE or CDMA and are the primary combinations for SVD The experience varies when using SVDO, and not all devices are SVD/SVDO capable Additionally, we advised Ms [redacted] that that the features of each device are listed online and in the devices’ manuals Ms [redacted] indicated her understanding of the information provided but described unfavorable customer experiences while attempting to address her reported concerns We appreciate her taking time to provide details of her experience with our 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 these matters may have caused Ms [redacted] If she needs further assistance with these issues, she can contact me by calling our department toll-free at ###-###-#### I am available Sunday through Thursday from a.mto p.m., Central Time Sincerely, Shari DExecutive Services Analyst SD/mm

January 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Andrew L [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, MrL [redacted] again expressed his dissatisfaction with device billing on his accountHe stated that the device associated with the charge was paid in full, but he was being advised that he has been billed for the equipment We have completed an additional review of MrL***’s billing concernWe find no recorded transaction that reflects payment for the deviceWe have offered the option to research further if provided with payment information, but MrL [redacted] has again declined as he has previously returned the device for credit of the billed chargesIn order to fully investigate any concern MrL [redacted] may have with regards to a missing payment, we would need a record of the transaction to move forwardShould MrL [redacted] decide to investigate this further, we invite to contact our office directly for assistance We appreciate MrL***’s taking time to provide details of his experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused MrL*** If I can be of further assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

November 23, Revdex.com [redacted] ** [redacted] Re: Revdex.com File [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction our technical representatives informing her that the replacement of her recently-activated malfunctioning device would be equipment of the same device model Ms [redacted] requested that we replace her device with new, not refurbished equipment We regret any difficulty Ms [redacted] may have experienced with her malfunctioning device, as well as any possible misunderstanding that may exist related to our device replacement protocol However, as outlined in our equipment manufacturers’ one-year limited warranties and our Terms and Conditions of Service, warranty equipment provided by our service and repair locations may be replaced with refurbished devices of the same or similarly-valued model During our November 15, 2016, conversation with Ms [redacted] we explained the information outlined above She indicated her understanding but advised that representatives at one of our service and repair locations evaluated her malfunctioning device and resolved her device issues after thorough troubleshooting We regret any inconvenience this issue may have caused Ms [redacted] but are pleased that her device is working satisfactorily If we can be of further assistance with this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11604530, [redacted] Boost Mobile Inquiry Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] L [redacted] We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention In the information provided, Mr [redacted] indicated that he received a text notification regarding a Boost Mobile promotion that provides him two free months of service with high speed data if he switched his daily service plan to a monthly service plan Although Boost Mobile confirmed he would receive the promotion, the promotion has not been applied toh is Boost Mobile account He requested a refund or get the promotion service plan During our August 30, 2016, conversation with Mr [redacted] , we updated his account to receive the promotion service plan and restarted his account effective August 30, We are pleased to inform that this matter has been fully addressed and resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has any additional questions regarding this matter, I can be reached by calling our department toll-free at 1-855-848-3280, ext I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Donnetha 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:yes I spoke with MrLeland and explained to him how I spent over hours in phone conversations and minute trips to corporate Sprint storesEach trip and phone conversations were a waste of my time and each rep acted as if they did not care about my situation with the exception of supervisor named AppleI did not receive an apology from MrLeland because of my many inconveniences and incidentally when I mentioned I may be switching phone carriers his response was 'okay'That made me feel as though he did not care for Sprint to have my business and I work for [redacted] and my union wanted to find out about my situation because there are many Sprint accounts with our company and just last week many of us were discussing which company we were switching toAgain yes I am returning the phones but again I' e had my own account with Sprint since and I was on my husband's account with him since If they don't want my business [redacted] doesRegards, [redacted] ***

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] - [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] - [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] - [redacted] indicates that our retail store representative and Customer Care representatives were unable to cancel an account line of service in accordance with her request She requests that the line of service ending in xxxxxx [redacted] be cancelled She also expresses her dissatisfaction with the level of customer service she received when she attempted to resolve the matter According to our review of the account records, our Customer Care representative subsequently cancelled the above-referenced line of service upon the request of Ms [redacted] -*** Our records also indicate that she returned the associated leased phone to Sprint Ms [redacted] - [redacted] advised us that her concern is resolved We appreciate Ms [redacted] - [redacted] for ta [redacted] the time to provide us with the details of her experience with our customer service and retail store 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 If Ms [redacted] - [redacted] needs further assistance with this matter, I may be contacted by calling the Executive & Regulatory Services department at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

August 28, Revdex.com Ward Parkway, Suite 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 inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] stated that he continues to experience network issues in his area for the past six weeks and is requesting compensation We regret that Mr [redacted] ’s experience with service in his local calling area has fallen short of his expectations We are constantly monitoring 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 In an effort to address Mr [redacted] ’s concerns, we reviewed the level of service for his phone lines, and reviewed the network coverage in his area Our records indicate that Mr [redacted] ’s home is located in a Sprint “Good Coverage” area and the referenced area is operating within parametersIn Good coverage small pockets of poor service may occur based on obstructions, foliage, and terrain Indoor coverage may be available in certain locations in a building 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 same We spoke with Mr [redacted] on August 28, 2017, regarding his concerns We entered a network ticket for a network technician to research the issues he is experiencing in his area; however, Mr [redacted] advised that he will not be in the area for several weeks If Mr [redacted] continues to experience network issues when he returns, he agreed to contact our office directly to provide additional information to aid in our investigation Although we are not required to provide compensation for issues that are brought to our attention, we applied a courtesy credit in the amount of $to Mr [redacted] ’s account as a gesture of goodwill We appreciate Mr [redacted] taking time to provide details of his experience with 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 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

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Christopher Cole Sprint Account XXXXX5897, Sandy Law Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MrChristopher Cole, on behalf of Sprint account holder, MsSandy Law We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, MsLaw disputed the final balance reflected on her Sprint account MsLaw stated that she discontinued her Sprint service in October 2017, and disputed the final balance which was forwarded to an outside collection agency MsLaw requested Sprint to credit her account balance and refund payments collected for services not used Sprint advertises and provides services in monthly increments If services are terminated before the end of customers’ billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service plan Although MsLaw elected not to utilize the service following her cancellation request on October 10, 2017, the service was available to her, and the full monthly service charge is valid I regret that this may not have been explained to MsLaw; however, this information is provided in our Terms and Conditions of Services, which can be viewed by visiting www.sprint.com/termsandconditions As a result of our review, we were unable to identify a Sprint billing error Unfortunately, our attempts to contact MsLaw via telephone and e-mail on December 7, 12, and 19, 2017, to discuss her reported concerns in detail were unsuccessful We also mailed a letter on December 12, 2017, to MsLaw’s billing address of record via USPS inviting her to contact us to confirm that her issues have been addressShe has not responded to our contact attempts; however, based on our account review, as a gesture of goodwill and in an effort to demonstrate world-class customer service, on November 28, 2017, we applied service credits to offset the outstanding balance reflected on MsLaw’s Sprint accountAs a result, MsLaw’s Sprint account is closed and reflects a zero balance We regret the loss of MsLaw’s business If this issue remain unresolved, we encourage MsLaw to contact us regarding any concerns she may continue to have with her accountMsLaw should have her PIN and/or security information available when she contacts usI can be reached by calling the Sprint 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, Lori KExecutive Services Analyst