Sprint Corporation

April 22, Revdex.com Ward Parkway, Suite Kansas City, MO Attention: [redacted] Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused herIn Ms [redacted] ’s inquiry, she advises that she was offered an upgrade to an iPhone for $She has unable to order the phone for this price Our records reflect that Ms [redacted] spoke with one of our representatives on April 1, 2015, and discussed upgrading her son’s phone lineShe was advised that he was still obligated to a two-year agreement and could pay $to upgradeOur representative also offered to reduce the upgrade fee to $75; however, he did not disclose any other details regarding the upgrade requirements to associated fees Because Ms [redacted] is a valued Sprint customer and we want to demonstrate our commitment to providing world-class customer service, we placed an order for an Apple iPhone todayMs [redacted] accepted a two-year agreement on this phone line, and as a benefit, we reduced the cost of the device to $ We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Service DepartmentWe are continually striving to improve the quality of service provided to our customersWe value her as a customer and look forward to a long and positive business relationship with you If you have any questions, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] * [redacted] * Executive 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 Sprint responded and corrected the problem Thank you 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 just want you to know how thankful I am that the Revdex.com existsI have never had to use it before but all of this with sprint was crazy, I was getting no where on my own and felt pretty helpless and frustratedI really appreciate you taking the time to help me deal with thisOnce the Revdex.com was involved, I have very fast and appropriate resolution to the issue Regards, [redacted]

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the rebuttal inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s subsequent complaint, she disagrees with our findings advising that she was not informed that the Switch to Sprint buyout promotion was not valid if she returned the devices within the Sprint Satisfaction Guarantee time period She also states that the she turned in four devices to Sprint and only received reimbursement for three The Switch to Sprint promotion is designed to assist in alleviating the burden of switching costs to consumers in order for Sprint to acquire new customers It is not intended to pay switching costs for consumers temporarily switching to Sprint and cancelling during the Sprint Satisfaction Guarantee time period Registration for the offer includes the terms and conditions that stipulate the account must be active post return period As such, while Ms [redacted] may disagree with these findings, we are not in a position to provide her reimbursement Ms [redacted] also indicated that she turned in four devices to Sprint Our records indicate that three devices were submitted for buyback and three Electronic Serial Numbers (ESNs) were registered for the buyback offer Ms [redacted] will need to provide proof of registration and return for a fourth device if she continues to dispute this matter and we will investigate further We regret that our service did not meet Ms [redacted] ’s expectations If Ms [redacted] 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

January 11, 2018 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Account XXXXX4579, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of Mr. [redacted] , regarding our response dated January 2, 2018. The original complaint was served on Sprint on December 22, 2017. We regret the circumstances that led Mr. [redacted] to contact your office again. According to the information provided, Mr. [redacted] expressed his dissatisfaction with our previous response and specifically the offered resolution by Sprint. Mr. [redacted] expressed his dissatisfaction with the inability to receive a refund of $60, upon completion of is device upgrades. Mr. [redacted] requested that Sprint review this matter and allow Ms. [redacted] the ability to cancel her services without cost. Sprint has reviewed Mr. [redacted] ’s complaint. As stated in our prior response, Sprint implemented the activation and upgrade fees to offset the operating costs associated with our services. These fees are applicable for the activation of new or used devices on a new or existing line of service. Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use. The implementation of these fees is not intended to compromise that objective. We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers. Our records reflect that Ms. [redacted] upgraded her additional devices registered to phone numbers ending in 0315 and 2908 by obtaining an iPhone 7 Black 32GB and an iPhone 7 Plus Black 32GB devices via Sprint’s Flex Leasing program. Sprint launched the Sprint Flex Lease program, which provides qualified new and existing customers have the flexibility to lease select devices 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 Sprint Flex lease option, Sprint owns the device. At the end of the lease term, you can continue to pay on the device to 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. After further review of our records, Sprint confirmed that our representatives offered Ms. [redacted] a one-time adjustment in the amount of $60 on December 19, 2017. We spoke with Mr. [redacted] on December 29, 2017, to discuss his concern in detail and relayed the aforementioned information. During that conversation, we explained that Sprint has considered Mr. [redacted] ’s request for compensation and we must respectfully deny his request. We explained that the total amount was charged and we would be unable to authorize a full refund of the charges collected due to the validity of charges comprising the total amount remitted. Although, Sprint sustains no further compensation is required; in order to provide an amicable resolution and closure to this matter, we agreed to apply a one-time adjustment in the amount of $60 to offset charges reflected on Ms. ***’s December 2017 billing statement. Mr. [redacted] acknowledged the resolution provided to him. We spoke with Mr. [redacted] on January 8, 2018 to discuss his concern in detail and while we regret that he is not satisfied with our response, our position remains unchanged. During our conversation, we explained that Sprint appreciates Ms. ***’s continued patronage of our services; however, we must respectfully decline Mr. [redacted] ’s request to waive any contractual obligations respective to Ms. ***’s account. Although Mr. [redacted] may disagree with our findings, we are confident that his concerns have been fully addressed and resolved to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same response. We regret any inconvenience this matter may have caused Mr. [redacted] . If we can be of further assistance, Mr. [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211 ext. ***. I am available Monday through Friday between 8 a.m. and 5 p.m., Central Time. Sincerely, David H. Executive Services Analyst

July 11, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 Mr.... [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr. [redacted] disputed the outstanding balance reflected on his cancelled Sprint account, stating that he spoke with Customer Care representatives in May 2017 that promised to cancel his account; however, he received an invoice the next month for services that were to have been cancelled. Mr. [redacted] requested full credit to close his account with Sprint and to cease forwarding invoices to his billing address. We regret the loss of Mr. ***’s business, as well as any possible misunderstanding that may have occurred related to his request to cancel the service on his account. Our records reflect that Mr. [redacted] contacted our Customer Care representatives on May 26, 2017, to cancel the service on his account. Pursuant to the terms and conditions of services, our representatives will schedule the account to cancel on the last day of the current billing period. Therefore, our representative scheduled cancellation of Mr. ***’s account for June 14, 2017, as he was currently in the middle of a billing period. Additional information can be viewed at our website, www.sprint.com. Based on our review of Mr. ***’s account, Sprint does not reflect any billing error on our part. During our June 30, 2017, conversation with Mr. ***, we explained the information outlined above. Mr. [redacted] reiterated that he requested that the service on the account be cancelled immediately on May 26, 2017, because the device associated with his line of service was damaged beyond repair, and he did not want to pay the deductible to replace the device through the Total Equipment Protection (TEP) program. Although we were unable to identify a Sprint billing error regarding this matter, in Sprint’s effort to bring closure to this matter, we applied a one-time credit of $84.79 to offset recurring monthly charges associated with the price plan, TEP feature, taxes, surcharges, and fees. We advised Mr. [redacted] that his account is now in final status with a zero balance. Mr. [redacted] expressed his satisfaction with our resolution. If we can be of further assistance with this matter, he can contact us by calling Sprint’s Executive & Regulatory Services toll-free at ###-###-####, ext. ***. I am available Monday through Wednesday and Friday from 8 a.m. to 6 p.m., Central Time. Sincerely, Linda W. Executive Services Analyst

April 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [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. Based on the information provided, Ms. [redacted] states that she added a mobile hotspot to her account because she was offered an unlimited high speed data plan for $25, but later found out that we do not offer an unlimited plan with this device. Therefore, Ms. [redacted] is requesting to cancel the hotspot and return it. Our records reflect that Ms. [redacted] added a hotspot to her account on March 27, 2017, with an Installment Billing Agreement (IBA), and was provisioned with our 1 gigabyte of high speed data service plan. Due to any possible miscommunication regarding the plan, we offered to waive the accelerated equipment charge contingent upon the return of the mobile hotspot in good condition. Ms. [redacted] accepted the offer. At her request, we canceled the line associated with the mobile hotspot, and sent a prepaid UPS package to facilitate the return of the device. Once we receive it, we will adjust the $144 accelerated equipment charge. We regret any inconvenience that this matter may have caused Ms. [redacted] and appreciate her business. If she needs further assistance, she can contact me toll-free at ###-###-####, ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7 a.m. to 5 p.m., Central Time. Sincerely, Michal M. 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 12257337, and find that this resolution is satisfactory to me. Ann was very helpful in getting this resolved. Regards, [redacted]

October 31, 2016 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 October 12, 2016. We appreciate your assistance in bringing our [redacted] ’s concern to our attention. According to the information provided, Ms. [redacted] expressed her dissatisfaction with the level of [redacted] service she received from Sprint while attempting to resolve her equipment concern. Ms. [redacted] further expressed her concerns with Sprint’s Total Equipment Protection, after she has established services with Sprint. According to the information included in her filing, Ms. [redacted] contacted Sprint on October 1, 2016 with the intent to obtain an upgrade to the iPhone 7 Plus device; however, she claims that the Store representative damaged her device while attempting to assist her by installing a protective accessory. Ms. [redacted] requested that Sprint review this matter, and provide her with a replacement device, without further cost to her. All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint [redacted] s are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first 30 days of activating a new device. TEP provides Sprint [redacted] s 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. Ms. [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending in ***. Therefore, if the problem with Mr./Ms. [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his/her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Ms. [redacted] will be charged $25 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, he/she may contact Asurion, the program administrator, to file a claim. A $50 up to a $250 deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. We spoke with Ms. [redacted] on October 19, 2016, to discuss her concern in detail and relay the aforementioned information. During our discussion, we did advise Ms. [redacted] that as a subscriber to Sprint’s Total Equipment Protection (TEP), we urge she visit a Sprint authorized Repair Center for issues regarding her claim of a cracked screen on her device registered to phone number ending in ***. Although we are unable to validate that our retail representative caused the damage to Ms. ***’s device, in an effort to bring about an amicable resolution, we offered and she accepted a credit to her Sprint account for the deductible that was required to replace her device. Ms. [redacted] confirmed she is satisfied with the resolution. We appreciate Ms. ***’s taking the time to provide details of her experience with the local Sprint Store. We are continually striving to improve the quality of service provided to our [redacted] s. Please be assured that we value [redacted] feedback and will utilize this 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 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. Executive Services Analyst

May 9, 2017 RevDex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] B. [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] B. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] expressed dissatisfaction with the level of customer service that he received from our customer care representative, while trying to resolve a billing issue. Mr. [redacted] stated when he ported over to Sprint, he was told by our sales representative his plan will be $188 including taxes and other fees; however, he received his invoice and it is close to $300. Lastly, he states he made a payment of $120 and still received notifications that his services will be suspended. Mr. [redacted] is requesting that honor what he was told by our sales representatives, and to also have an option that allows customers to speak with our representatives. Our records reflect that Mr. [redacted] established service with us on January 29 2017, with five lines of service, and purchased three devices under 24-month installment agreements, and two under 18- month installment agreements. Subsequently, Mr. [redacted] took advantage of our ongoing promotion, where he gets a free IPhone SE 16GB with every IPhone 7 purchase. Mr. [redacted] purchased two IPhone 7 32GB, and received two IPhone SE 16GB free, along with a free LG X device. His account was set up on our Unlimited Freedom plan for $55 per month for the first line, $45 second line, and $35 for the third through the fifth lines. The Unlimited Freedom plan for $180 for five lines required auto payment, which Mr. [redacted] did not setup, when the plan was selected, thus voiding the promotional plan price. We also pulled and listened to the call with the sales representative, and we were able to confirm Mr. [redacted] was provided the right information. We also confirmed his services were not suspended, and the $120 he paid was the down payment for the two IPhone 7 32GB devices. During our discussion with Mr. [redacted] on May 2, 2017, the information outlined above was explained to him. Mr. [redacted] then asked if we can extend his payment arrangement. We were able to extend it until May 12, 2017. We appreciate Mr. [redacted] for taking the time to provide us with his experiences with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Mr. [redacted] ’ issue. If we can be of further assistance with this matter, Mr. [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext. ***, Monday Tuesday, Thursday and Friday, between 7:30 a.m. and 5:30 p.m., Central Time. Sincerely, Shola A. Executive Services Analyst

October 4, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint [redacted] Sprint Account XXXXX***, Ammon [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of Ammon [redacted] . We appreciate your assistance in bringing Mr. [redacted] ’s concerns to our attention. According to the information provided, Mr. [redacted] states that he is unable to access his online account. Mr. [redacted] further states that his data services are limited on his device and he is disputing overage charges assessed. Our records indicate that Mr. [redacted] exceeded the allotted 1GB of data for his calling plan. With his plan, data overages are 15 cents per MB or $15 per GB. As a result, Mr. [redacted] was assessed overage charges in the amounts of $17.65 and $13.70 on the July and August 2017 invoices, which are valid. We attempted to contact Mr. [redacted] 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 troubleshoot his online 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 account. Mr. [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 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Susan F. Executive Services Analyst

August 11, 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 complaintWe appreciate your assistance in bringing our customers’ concern to our attention In Ms***’s follow up filing, she stated she did not agree with our resolution response to her complaintMs [redacted] stated that on March 4, 2017, Sprint offered her a sales promotion to purchase an iPhone 7, 32GB device with a $monthly discount via Sprint’s Lease program, with the tuof a qualifying phoneMs [redacted] stated that upon accepting the aforementioned offer, and the turn in of her iPhone device, her monthly invoices did not reflect the monthly leasing discountTherefore, Ms [redacted] requested that Sprint review this matter and modify her Lease Agreement associated with her iPhone device purchase to reflect the $monthly discount and to allow ownership of the phone As stated in our initial response, 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 pricingAs stated in our now expired iPhone on Us with Lease and Trade in Promotion, customers must turn in a qualifying, working and physically undamaged Smartphone device, from an approved listOur records reflect that Ms***’s iPhone device disqualified her from receiving the promotional credit as it was not on the list of approved devicesHowever, she received a buyback credit which reflects on her March invoice Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, 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 www.sprint.com/lease Furthermore, our records reflect that between April through July 2017, our Customer Care management team we spoke with Ms [redacted] regarding her equipment purchase concernsAs such, she was advised that no sales related errors were confirmed We spoke with Ms [redacted] on August 1, and relayed the above information to herIn an effort to reach an amicable resolution, on August 1, 2017, we applied a one time courtesy adjustment totaling $120, towards her account balance, which will be reflected on her next invoiceShe is fully aware that her future invoices will reflect a $lease chargeMs [redacted] has confirmed her understanding of the information that was relayed to herAs a result, we respectfully decline her request to waive her valid lease agreement We attempted to contact Ms [redacted] via telephone and email on August 8th and 10th of Unfortunately, we have been unsuccessful at reaching herWe look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with the accountMs [redacted] should have her PIN and security information available when she contacts us We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive 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:The reason I did not write a message from the email I receive is because I did not get a chance toWhen I refused the reply from Sprint that day it would not allow me to write a comment further than refusing the offerNow, Sprint has refunded me the $as of March 24, and I think that they think that’s all that they are going to pay me since your company has closed the caseSprint actually owes me $for the Note that I that turned in on October 14, and $for the Samsung SEdge that I turned in on November 16, per Sprint Executive Stan S that I talked to on March 6, Stan S said that he was going to investigate this finding and send me the last bill (in which I still have not received)I have not heard from him since, but someone else called me on March 16, and he thought that everything was settled and it is notHe said that he was going to investigate what we discussed, but I have not heard from them until I notice the refund of $that posted to my account on March 24, It’s not fair to me that they took $out of my account without me knowing or approving of itSprint still owes me $1,for the two(2) other phones that have turned in to themI think that since Revdex.com has closed the account, that’s all they are going to pay mePlease keep my case open at until I receive the refund that I am owedThank you! Regards, [redacted] ***

To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on April 10, We apologize for any inconvenience that Ms [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attentionAccording to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive the Virtual Reality headset after she purchased two Samsung SEdge devices Ms [redacted] stated that she upgraded her devices on March 12, 2016, and she was informed that she qualified to receive two Virtual Reality headsets free of charge as part of a promotionMs [redacted] further stated that she only received one of the Virtual Reality headsets Ms [redacted] requested that Sprint review this matter, provide her with the second headset or apply a credit to her account accordinglySprint has reviewed Ms***’s complaint Our records show that effective March 12, 2016, Ms [redacted] upgraded her devices associated with phone lines ending in [redacted] and [redacted] to Samsung Galaxy SEdge devices via Sprint LeaseDuring that time, Sprint was offering a promotion that included a free Virtual Reality headset with each Samsung Galaxy SEdge device while supplies last We spoke with Ms [redacted] on April 25, 2016, and explained that Sprint no longer has the aforementioned headsets in inventory; however, as a one-time courtesy, we agreed to apply a credit of $to her Sprint account in an effort to resolve this matterMs [redacted] confirmed that she was satisfied with this resolutionWe regret any inconvenience this issue may have caused Ms***If we can be of further assistance with this matter, Ms [redacted] may contact the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I can be reached directly at extension ***I am available Monday through Friday between a.mand p.m., Central TimeSincerely, [redacted] Executive Services Analyst

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'd additionally like to thank Sprint for their speedy response in turning what was a bad experience into a pleasant one Regards, [redacted]

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on the behalf of [redacted] submitted on April 17, 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] further stated that she visited a local Sprint Retail Store location to request assistance with their iPhone 6s Plus Rose 16GB device associated with phone number ending in [redacted] as the device was damagedMs [redacted] expressed her dissatisfaction with additional lines of services and devices being added to the account without her knowledge on February 3, Ms [redacted] requested that Sprint review these matters and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] visited a third party authorized retail store location on February 3, However, as this location was not an authorized Service and Repair Center location they was unable to assist Ms [redacted] with repairing the cracked screen consistent with Sprint’s Total Equipment Protection (TEP) programPlease note all new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her phone number ending in ***If the problem with Ms [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two 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 [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep After further review of our records, Sprint confirmed that Ms [redacted] elected to upgrade her equipment associated with phone number ending in [redacted] by obtaining an iPhone Plus Black 32GB device via Sprint’s Leasing program on February 3, 2017, on a newly established line of service associated with phone number ending in ***; as phone number ending in [redacted] was not eligible for an upgrade prior to March 1, Therefore, Sprint assisted her in activating services to obtain the iPhone Plus Black 32GB device via Sprint’s Leasing program on February 3, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, 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 www.sprint.com/lease Based on our review, Ms [redacted] established three lines of services on February 3, to support a Sprint RMobile Hotspot device associated with phone line ending in [redacted] via Sprint’s Installment Billing AgreementAdditionally, Ms [redacted] established phone numbers ending in [redacted] and [redacted] by obtaining an iPhone Plus Black 32GB device via Sprint’s Leasing program associated with phone number ending in [redacted] and an iPhone SE Gray 16GB device via Sprint’s Installment Billing Agreement associated with phone number ending in [redacted] on February 3, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We spoke with Ms [redacted] on in April and May 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, Ms [redacted] expressed her concerns with our findings and requested that her concerns are further investigatedTo further investigate Ms [redacted] ’s concerns, we partnered with the third-party retail store’s management team for further assistanceAs a result of the investigation, third-party retail store’s management team agreed to cancel the phone numbers ending in [redacted] and [redacted] as well as adjust the monthly recurring charges and remaining Lease/Installment Billing accelerated cancellation charges associated with the respective Lease and Installment Billing Agreements We spoke with Ms [redacted] on May 4, 2017, to advise that her account concerns were satisfactorily resolvedWe appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Retail Management teamWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes 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

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Wed, May 24, at 12:PMSubject: [redacted] complaint #To: [redacted] Dear sirMy complaint has Been resolved No action is required Thank you [redacted] Sent from my iPhone

November 22, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] states that he activated service with Sprint after being informed by one of our retail store representatives that he will have coverage everywhere in his local areaHowever, Mr [redacted] states that within the first month of service, he determined that the service was less than desirable He also indicates that the Buy One Get One (BOGO) offer did not award, and after attempts to resolve the network and billing issues without a satisfactory resolution, he canceled his service by porting to another mobile carrierAs a result, Mr [redacted] is disputing the lease cancelation charges reflected on the October 12, 2016, invoice as a result of these issues, and he is requesting a partial refund for the amount he paid to SprintWe regret the difficulty that Mr [redacted] experienced while attempting to use his devices Based on a review of our records, his local area is in one of our best Sprint coverage areas Further, the closest tower is miles away from his home with other cell towers surrounding his area within a to mile radius Furthermore, there are no network alerts or alarms on any of the cell sites in his area A review of our records also reflects that a manual adjustment was applied to Mr [redacted] ’s account regarding the aforementioned BOGO offer, and he was informed thereafter that to billing cycles may elapse before the systematic BOGO credit is appliedWe also informed Mr [redacted] that the lease cancelation and lease device purchase charges are considered valid since the leased devices were given to his new mobile providerTherefore, no credits will be applied to offset the lease purchase and cancelation charges However, in an attempt to reach an amicable resolution, we agreed to reverse the last two payments rendered on his account in the amounts of $and $126.04, which offset a portion of the monthly service charges incurred from May to September Mr [redacted] accepted this resolution and he is satisfied As a result, Sprint considers this matter fully addressed and resolvedWe regret Mr [redacted] ’s decision to cancel his serviceShould there be any additional questions or concern regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, Bridgette F.Executive Services Analyst

March 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX*** 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] stated that in September 2016, she activated service and tradher iPhone 6s for an iPhone 7, gigabyte device and was advised that she qualified for the iPhone On Us promotion and would receive a credit of $with the traof her iPhone 6s device She returned the iPhone 7, gigabyte and exchanged it for an iPhone 7, gigabyte device Ms [redacted] stated that although she tradher iPhone 6s device, she has not received the promotional credits or a refund for the sales tax she paid on the iPhone 7, gigabyte device she returned As a result, she is requesting that we honor the offer, apply the promotional credits to her account and process a refund for the sales tax she paid on the device she returned Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding the iPhone promotion and appreciate her feedback regarding this issue The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this areaDuring our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issue Further, we advised her that our records reflect that when she purchased her device she signed up for the iPhone On Us promotion which provides a monthly statement credit of $with the traof an eligible device We advised Ms [redacted] that we confirmed that she qualifies for the offer on phone number ending in ***; however, due to clerical error at the third-party retail store the promotion was not added to her accountWe forwarded her concerns to the third-party retail store and their management contacted Ms [redacted] and advised her that a credit of $would be applied to her account within two billing cyclesAdditionally, we processed a refund for $for the sales tax she paid on the iPhone 7, gigabyte device that she returnedThe refund was processed to the credit card used to make the payment on February 21, Ms [redacted] accepted the offer and is satisfied with the resolution If I may be of further assistance with this matter, please contact me 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 TimeSincerely, Tobias T.Executive Services Analyst

We appreciate your bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] states that her surcharges have increased twice since she established service in November 2015, for which she is requesting an explanation We spoke with Ms [redacted] on March 30, 2016, and explained that a provisioning error occurred at the time of plan configuration, and as a result, she was not assessed the Federal USF Fee on her first two invoicesThis matter was corrected in January 2016, and the correct taxes were assessed beginning with her February billSprint also implemented a Lease Use Tax Recoupment Fee that went into effect on December 1, This information was included on page two of Ms [redacted] ’s November 30, 2015, invoiceAs a courtesy, we applied a credit of $to the account and Ms [redacted] expressed her satisfaction with this resolution We appreciate Ms [redacted] ’s feedbackProviding quality service is among Sprint’s highest of priorities, and we assure her that her feedback will be forwarded to the appropriate management teams for review We apologize for any inconvenience or frustration that Ms [redacted] may have experienced while attempting to resolve her concernsShould she have any additional questions or concerns, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst