Sprint Corporation

August 30, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case [redacted] , [redacted] August 30, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. [redacted] on behalf of Ms. [redacted] ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention. According to the information provided, Mr. [redacted] continues to be dissatisfied with his recent experience and our previous response. As stated in our previous correspondence, 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 website 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 pricing. However, as a one-time courtesy, we honored the verbal offer Mr. [redacted] stated that he received. During our conversation, Mr. [redacted] confirmed that the issue has been resolved to his satisfaction. Although Mr. [redacted] may disagree with our position, 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. If Mr. [redacted] has any further questions regarding this matter, he can reach 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, [redacted] C Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . I have spoken to [redacted] and she was able to refund me the charges. Regards, [redacted] ***- [redacted]

June 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com case: [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on May 26, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the billing of her Sprint account related to a recent monthly Lease Agreement for an upgraded deviceMs [redacted] stated she was provided with an email from Sprint stating that the Lease Agreement for the upgraded device as well as a previous Installment Billing Agreement would be cancelled at no cost to herMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ***’s complaintOur records show that Ms [redacted] activated service with Sprint and currently subscribes to phone lines ending in ***, ***, 9734, and On November 14, 2011, Ms [redacted] activated phone line ending in Further, on January 2, 2015, Ms [redacted] purchased a Samsung Galaxy Sdevice via Sprint’s Installment BillingOn May 4, 2016, Ms [redacted] contacted Sprint regarding problems with the Samsung Galaxy Sdevice and Sprint agreed to cancel the Installment Billing Agreement at no cost to herOn that same date, Ms [redacted] purchased a new Samsung Galaxy SEdge device via Sprint’s Leasing program for phone line ending in We spoke with Ms [redacted] on June 3, 2016, to discuss her account concerns in detailMs [redacted] forwarded the email she referenced for Sprint to reviewUpon Sprint verifying the information that Ms [redacted] provided, Sprint contacted Ms [redacted] again on June 20, 2016, and agreed to cancel the aforementioned Lease Agreement for line ending in at no cost to her and credited $for the monthly lease charges that appeared on her May, invoice for that lineAdditionally, as a one time courtesy and in an effort to resolve this matter amicably, Sprint applied a credit of $to her Sprint accountMs [redacted] confirmed she was satisfied with this resolutionMs [redacted] will no longer be charged any monthly lease or installment billing charges associated with that line of serviceWe sincerely regret any inconvenience Ms [redacted] may have experienced as a result of this matterThe details of her experience have been forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can 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 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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.That if I receive the $and some change that we (STAN, S) discussion April 4, I am willing to accept the terms of this deal Regards, [redacted] ***

August 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the quality of network coverage available in his area since activating his Sprint services in November Mr [redacted] stated that he was offered $service credit, which was removed after he changed carriers Mr [redacted] disputed the remaining equipment charges for his Apple and Samsung devices and requested that we waive those fees without being required to return the devices We regret that our network in Mr***’ area may not be meeting his wireless communication needs or expectation However, as stated in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere, and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections or slower service speeds or may otherwise impact the quality of service With respect, please 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 confirmed that the address associated with Mr***’s Sprint account is located within our coverage footprint, and we dispatched network engineers to his area for additional review Our engineers reported that our network is performing within parameters in that area and we were unable to replicate the issues he described During our conversation with Mr [redacted] on August 11, 2017, the above-noted information was discussed Additionally, we confirmed that the aforementioned $service credit was applied to his Sprint account on August 4, 2017, in an effort to retain his services Our records reflect that Mr [redacted] ported his services to another carrier on August 5, 2017; at which time, his Sprint account was assessed $for the remaining equipment charges, in accordance with his Sprint Lease Agreement [redacted] and Sprint Installment Agreement PR- [redacted] executed on November 22, We have also confirmed that no previous account credits have been reversed Although we were unable to identify any Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we offered Mr [redacted] the option of returning his Samsung Jhandset to us, in good condition, in exchange for our applying credits to his account totaling $to offset the remaining installment accelerated equipment charge assessed on August 5, Mr [redacted] accepted our offer and we mailed a return merchandise authorization (RMA) kit to the billing address of recordMr [redacted] confirmed that his issues have been resolved to his satisfaction and acknowledged that this offer expires on August 25, We regret the loss of Mr***’ business and any inconvenience these matters may have caused; however, we are pleased that we have resolved his concerns to his satisfaction If Mr [redacted] requires additional assistance with these concerns, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

August 8, 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 complaint of Ms [redacted] submitted on July 19, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her current device, an iPhone PlusMs [redacted] stated that at the start of service, her desired device, an iPhone 6s Plus, was not available in the color she desiredMs [redacted] stated that she was informed by the sales representative if she activated the older model iPhone Plus device, that her desired device would be available in two weeks and that she could switch to the desired device at that timeAs such, Ms [redacted] returned to the retail store location two weeks later, requested to exchange her device to the iPhone 6s Plus device; however, her request was declined and she was informed that she could not upgrade again until she had her current device for one yearMs [redacted] requested that Sprint review this matter and replace her device with an iPhone 6s Plus device at no further cost to her Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on September 30, 2015, Ms [redacted] established service with Sprint by portiphone line ending in [redacted] and activated an iPhone Plus device via Sprint’s Lease program Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease We spoke with Ms [redacted] on August 1, 2016, to address her equipment concernsAt that time, we advised her that while she would not normally qualify for an upgrade until she had her current device for one year, she was eligible for an early upgrade to the iPhone 6s Plus device through Sprint’s iPhone Forever programAs an iPhone Forever customer, she would be eligible to get a new iPhone every yearHowever, since Ms [redacted] stated that the screen on her device is broken, she could not tuher existing deviceAs required by the terms of the early upgrade offer, the existing device must be in good working condition Based on our review of Ms [redacted] ’s device concerns, and to ensure a satisfactory and mutually acceptable resolution, we agreed to apply an adjustment of $to her account to offset the balance reflected on the July 22, invoice, which would allow Ms [redacted] the financial flexibility to repair the screen on her iPhone Plus device During a subsequent call on August 4, 2016, Ms [redacted] stated that she took her iPhone Plus device to a local Apple store to have the screen repaired; however, she declined the option for the available early upgrade to an iPhone 6s Plus device and instead wished to obtain the iPhone Plus device, once it becomes availableMs [redacted] confirmed she was satisfied with the resolution provided Should Ms [redacted] require further assistance with the upgrade of her device, we ask that Ms [redacted] contact the undersigned directly at the number noted belowWe sincerely apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter We appreciate Ms [redacted] taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

October 19, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint for [redacted] This complaint was served to Sprint on October 5, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her attempts to resolve her defective Samsung Galaxy Sdevice concerns associated with phone number ending in ***Ms [redacted] stated that her device was overheating and that she visited a local Sprint Service and Repair Center location to address her equipment concernsHowever, she was advised that her Samsung Galaxy Sdevice was not in stockTherefore, she was provided the option to file an insurance claim with the program administrator, AsurionMs [redacted] further stated that she opted not to file an insurance claim and requested to receive a different model device, a Samsung Galaxy SEdge device; therefore, she was advised of her options regarding her leased deviceMs [redacted] requested that Sprint review these matters, replace her defective device, and apply an adjustment to offset a portion of her monthly recurring service charges Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that on May 5, 2015, Ms [redacted] upgraded the device associated with phone number ending in [redacted] and participated in Sprint’s Lease programPlease be advised that effective September 19, 2014, Sprint launched the Sprint Lease program, which 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease Furthermore, our records reflect that on November 27, 2015, Ms [redacted] enrolled her Samsung Galaxy Sdevice associated with phone number ending in [redacted] in Sprint’s Total Equipment Protection (TEP) programSprint’s Total Equipment Protection (TEP) plan is available to new and existing customersIf the problem with the handset is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the phone will be repaired or replaced at no charge at a Sprint Phone Repair CenterIf the problem with the handset is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, our customers may contact Asurion, the program administrator, to file a claimFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/protection Our records reflect that Ms [redacted] ’s Samsung Galaxy Sdevice was serviced on September and October and of Additionally, on October 4, 2016, our local Sprint Service and Repair Center location processed an Advanced Exchange based on the determination made when servicing of her deviceAlso, on October 4, 2016, Ms [redacted] spoke with Sprint regarding this matter and was advised that her Samsung Galaxy Sdevice was on back order and would be delivered as soon as possibleAs such, our records reflect that on October 7, 2016, phone number ending in [redacted] was replaced with a refurbished Samsung Galaxy Sdevice We spoke with Ms [redacted] on October and of and we have relayed the aforementioned information to herMs [redacted] confirmed her satisfaction regarding the resolution of her equipment concernsWe apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with the issues discussed herein, 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, /s/ Chanda L Executive and Regulatory Services Analyst

September 13, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] 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, she stated that she recently terminated her Sprint service and experienced a delay in getting her devices unlocked She further expressed her dissatisfaction with the amount of account credit that she was offered as a result of this matter, and requested that Sprint credit a portion of her account balance Unlocking a device is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of a device to allow the insertion of another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a 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 unlocking is available on our website, at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days We regret any possible misunderstanding that may have occurred related to our ability to unlock Ms [redacted] ’s referenced devices Our records reflect that she canceled her Sprint services on August 18, 2017, and we spoke with her on the same day She confirmed that her devices were unlockedAlthough we were unable to identify a Sprint billing error, as a gesture of goodwill, we offered her a $account credit, which she ultimately declined Although we confirmed that the unpaid balance on Ms [redacted] ’s account is valid and payable to Sprint for services provided, as a final offer to bring closure to this matter, we attempted to contact Ms [redacted] on September 13, 2017, to offer her a one-time $account credit, which is one-half of her unpaid balance; unfortunately, we were unable to reach her Our offer is available for days from today’s date and represents our final position We appreciate Ms [redacted] ’s taking time to provide details of her experience 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 the loss of Ms [redacted] ’s business If we can be of further assistance with these concerns, Ms [redacted] can contact me directly 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

July 13, Consumer SpecialistKansas City Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of Larry [redacted] This complaint was served to Sprint on July 8, Mrs [redacted] ’s filing expresses her dissatisfaction with Sprint providing the buyer of her Samsung Galaxy Sdevice with her account information without her permissionMrs [redacted] requested that Sprint investigate this matter, unlock the above device, allow her to cancel the Sprint account, and adjust her account accordingly Sprint has investigated Mrs [redacted] ’s complaintSprint must confirm the security information established by the account holder, per our security policies, to verify that individuals are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we discuss sensitive account information or make any changes to an account Sprint has reviewed Mrs [redacted] ’s concerns Based on our investigation into this matter, we determined that the person who purchased Mrs [redacted] ’s Samsung Galaxy Sdevice contacted our Customer Care group in July to unlock the device A device must meet certain requirements before it can be unlocked, and device buyers check a device’s status to ensure that the device can be activated on their own Sprint account or be used with another wireless providerOur Customer Care group informed the device buyer that the Samsung Galaxy Sdevice was not eligible for unlocking due to a past due balance on the accountNo additional information was provided since the caller was unable to authenticate the account’s security PIN code, nor did the caller request any additional information Please note that the Mrs [redacted] ’s Sprint account was not accessed for any other purpose This is customary for Sprint device buyers to check the status before activating their own Sprint account or using the device with another wireless provider We reassured Mrs [redacted] that we would continue to ensure that the security information must be provided before a person can access her accountPer Sprint’s security policies, callers are required to authenticate the account before we are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we discuss sensitive account information or make any changes to an accountMrs [redacted] expressed her satisfaction with this resolution We apologize for any inconvenience that Mrs [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this matter, Mrs [redacted] can contact me by calling our department toll-free at ###-###-#### We are available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Mr***Executive Services Analyst

Tell us why here...March 23, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on March 7, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the replacement device he received from our program administrator, Asurion as part of Sprint’s Total Equipment Protection (TEP) programMr [redacted] stated that he sent his device for repair; however, he received a replacement device of a different make and model, which was in poor condition with no SIM cardMr [redacted] requested that Sprint review this matter and provided him with a new device Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] upgraded his device associated with phone line ending in [redacted] on October At that time, he purchased a Samsung Galaxy SEdge device via Sprint’s Monthly Installment Billing programOur records further indicate on October 23, 2016, Mr [redacted] performed an equipment swap between phone lines ending in [redacted] and ***As such, the device Samsung Galaxy SEdge device was activated on phone line ending in *** Upon completion of the upgrade for the aforementioned phone line, Mr [redacted] elected to enroll phone line ending in [redacted] in our Total Equipment Protection (TEP) plan, which provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyTherefore, if the problem with Mr [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his devices will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits If the problem with Mr [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Our records reflect that on March 1, 2017, Mr [redacted] filed a claim with our program administrator, AsurionSubsequently, Mr [redacted] received his replacement device associated with phone line ending in [redacted] on March 4, Thereafter, on March 7, 2017, Mr [redacted] ported-out phone line ending in [redacted] to another wireless service provider, prior to completing the terms of the respective Installment Billing AgreementTherefore, his account was assessed Installment Billing accelerated cancellation charge of as reflected his future billing statement We spoke with Mr [redacted] on March 21, 2017, to discuss is concerns and relayed the above information to himAt that time, we offered Mr [redacted] the option of returning the device associated with phone line ending in [redacted] to our Returns warehouse in exchange for the waiver of the Installment Billing accelerated cancellation chargeTo facilitate the return of the device we mailed Mr [redacted] a return kit to the address on fileUpon the confirmation of the device return, we will adjust the above chargesWe ask that Mr [redacted] allows between 10-days for this process to be completed, after the device is received at our Returns warehouse Mr [redacted] confirmed acceptance with the resolution provided Furthermore, we urge Mr [redacted] to contact the undersigned directly at the phone number noted below to advise that he shipped the device to our Returns warehouse to ensure that his account is adjusted accordingly If Mr [redacted] has any questions regarding the issues discussed herein, he can contact me toll-free at ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] is disputing $1,in international roaming charges and a non-return fee in the amount of $for a device which he states he returned He is requesting to cancel his account with a waiver of the cancellation fees Our records reflect that Mr [redacted] was billed $for international charges which is reflected on his June, 2017, invoice We regret any misunderstanding that may have occurred regarding the international charges that were assessed to his account Detailed information regarding international calling and the calling rates to individual countries are outlined in detail at www.sprint.com/internationalIn addition, a credit in the amount of $was applied to Mr [redacted] ’ account on June 27, 2017, to offset some of cost of the international charges Furthermore, our records reflect that an equipment credit in the amount of $was applied to Mr [redacted] ’ account on June 23, We spoke to Mr [redacted] on July 5, 2017, and provided him with the above-referenced information Although we sustain that the international charges are valid, in an effort to reach an amicable resolution, we offered to credit the remaining international charges that were assessed to Mr [redacted] ’ account as a one-time courtesy He accepted our offer and a credit in the amount of $was applied to his account He stated that he considers the issue resolved to his satisfaction We regret any inconvenience these matters may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive 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: There offer was not sufficientThey did not make any attempt to make right on any of the problems I haveThey only offered me a single payment that will not make a difference with the problems I have with this company 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: Complaint ID [redacted] They seemed to have cleared the fraud off of our account However, if more fraud is put onto our account, we will contact you again Thank you for your assistance Regards, [redacted]

June 16, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , Ms [redacted] Sprint Account# xxxx***, Mr [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] on behalf of Mr [redacted] that was submitted on May 23, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she expressed her dissatisfaction with the inability to take advantage of a two-year Service Agreement, which was offered at a third-party retail store location, AppleMs [redacted] states while attempting to purchase an iPhone device at the above-referenced store location, she was provided with an option to purchase the aforementioned device via a two-year Service AgreementHowever, by the end of the transaction this offer was no longer available As a result, she has attempted to take advantage of the two-year Service Agreement with Sprint, without successMs [redacted] requested that Sprint review this matter and allow her the ability to purchase the aforementioned device via a two-year Service Agreement Sprint has reviewed Ms [redacted] ’s complaintPlease note effective January 22, 2017, Sprint no longer offers two-year pricing on equipment upgrades via any of our Sales channels and Sprint.com on-line servicesLike many retailers, Sprint’s pricing and purchase methods do change on occasionWhile we no longer offer subsidized two-year device pricing, we are pleased to continue to offer a variety of affordable options to purchase the latest Smartphones such as Sprint’s Leasing and Installment billing programsFurther information can be viewed on www.sprint.com/upgrade We spoke with Ms [redacted] on three difference occasions in June We regret any possible miscommunication Ms [redacted] may have received at the third-party retail store location, Apple while attempting to purchase the iPhone deviceIn an effort to resolve this matter, Sprint offered Ms [redacted] a $discount towards the purchase of the iPhone device if she elects to purchase the aforementioned device at full retail price or a $discount if she elects to purchase the IPhone device via Sprint’s Installment Billing program Ms [redacted] has until July 12, 2017, to accept one of the aforementioned propose offers Ms [redacted] advised that she will consider our propose offers and will follwith undersigned directly if she wish to purchase an IPhone device with the acceptance of our proposed offersWe look forward to hearing from Ms [redacted] in an effort to finalize our proposed resolution We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] [redacted] , submitted on March 22, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the delay in receiving a refund of $after discovering her credit card was debited twice for the same amount, upon establishing an account with Sprint at a Sprint Retail Store on February 27, Ms [redacted] stated that she contacted the local Sprint Retail Store to report the additional transaction and was advised that the referenced amount would be refunded back to her credit card within five business daysHowever, as of March 15, 2017, Ms [redacted] has not received her refundMs [redacted] requested that Sprint review this matter and process her refund accordingly Sprint has reviewed Ms [redacted] ’s complaintIn an effort to ensure that Ms [redacted] ’s account concern is successfully resolved, we engaged our Retail Stores Management team for further assistanceUpon conclusion of the investigation, we were advised that a refund was processed to Ms [redacted] ’s credit card on March 13, Although refunds are usually posted to financial institutions within 5-business days, the refund may be processed within days of receipt depending on Ms [redacted] ’s financial institutionMs [redacted] can contact her financial institution to inquire about the status of her refund In an effort to ensure that Sprint has satisfactorily addressed Ms [redacted] ’s account concerns, we attempted to contact her via phone and email on March 23, and of 2017, and mailed a letter to the address on file on March 31, 2017, advising her of our receipt of her complaint and the need to speak with her directlyUnfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on April 2017, without successShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

August 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s inquiry, she expressed her dissatisfaction with the length of time taken for us to provide a kit to facilitate the return of a device to us She also described unfavorable customer experiences during her attempts to address that concernWe regret any difficulty Ms [redacted] may have experienced with the return of her Sprint equipment We spoke with Ms [redacted] on August 3, 2017, and, after confirming her current mailing address, we ordered a return kit to be sent to her for her referenced device We also applied a credit of $to her account to offset her current month’s service charge as a one-time courtesy due to the delay in providing a return kit to herMs [redacted] indicated her satisfaction our actions We appreciate Ms [redacted] ’s taking time to provide details of her 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 that these concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience these matters may have caused but are pleased that we were able to address Ms [redacted] ’s reported concerns to her satisfaction If we can be of further assistance with these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine D.Executive Services Analyst

January 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My 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 received, Mr [redacted] , who wrote in on behalf of the account holder [redacted] , stated that he recently discovered he has been billed for Total Equipment Protection on phone number ending in ***, that he did not authorize to be added He stated that he is dissatisfied that he would be charged a deductible if he was to use the TEP which he has on another telephone number He stated that he was supposed to be charged $a month for the monthly recurring charges on a tablet, and he has been billed $a month He stated that his invoices are always incorrect He is requesting a refund for all charges that he has paid for Total Equipment Protection on his account All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyIf a customer subscribes to TEP and the problem with their device, it 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 visitsReplacement devices may be of a like or comparable model If the problem with her device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, they may contact Asurion, the program administrator, to file a claim A $up to a $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 As outlined in our Terms and Conditions of Services, you must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the charges You do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interrupted Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoice Our records reflect that Total Equipment Protection was removed on the number ending in ***, on November 20, and the number ending in ***, was removed on December 12, Although the maintained that the charges are valid, Mr [redacted] was offered and he accepted a concession credit in the amount of $for two months The first of two credits was applied to his account on December 28, The second credit in the amount of $should be reflected on his January invoice In addition, our records reflect that the tablet on the number ending in ***, was changed to the MB plan for $a month Additionally, although the agreements on the account are valid, due to any possible misunderstanding that may have occurred, we offered an additional complimentary credit of $50, and offered to waive the valid Early Termination Fees and the Installment Billing accelerated charge that will be billed if he elects to cancel, in the amount of $on the device ending *** This offer is valid for days from the date of this letter At that time, he stated that he considered that we had reached a mutually satisfactory resolution however, later re-escalated his concerns We appreciate Mr [redacted] taking the time to provide us with the 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 his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The response is not a correct representation of the facts as they occurred but the end result is satisfactory.Your help in the resolution of this matter was highly appreciated Regards, D***

July 26, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11555556, [redacted] Sprint Account xxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was charged additional monthly service charges after he terminated serviceMr [redacted] is requesting credits for the monthly charge and removal of all negative credit reporting 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 When we agreed to waive Mr***’s agreements with the return of his undamaged devices as indicated in our May response, our records reflect that at that time he elected to port-out two of his lines, which automatically cancelled those lines of services Our records show that his third phone number was cancelled at a later date Although he elected not to utilize the service until his cycle end date, the full monthly service charge is valid We regret that this may not have been explained to Mr***; however, this information is provided in our Terms and Conditions of Services Although we maintain that the charges billed are valid, in an effort to bring about a mutual resolution, on July 22, 2016, we applied a credit of $to his account As a result, the third-party collections agency will update the credit bureaus that the reported debt has been settled in full Please allow up to days for completion of this process We have made multiple attempts to reach Mr [redacted] regarding his concerns We attempted to contact him via phone and e-mail on July and 14, We mailed him a letter on July 2016; informing him of our receipt of his inquiry, and our need to speak with him directly To date, we have not received a return call from Mr*** We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me toll-free at [redacted] extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] *

April 21, 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided in Mr [redacted] ’s inquiry, he advises that he is experiencing problems with his LG Stylo device, and has been through troubleshooting steps with our representatives, and the matter still persistsTherefore, Mr [redacted] is requesting a different phone All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Because Mr [redacted] does not subscribe to TEP, if he is experiencing a problem with his device, he may visit his local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty During our conversation with Mr [redacted] on April 14, 2016, we placed an order for an LG Gdevice in an effort to resolve his equipment concernsWe also sent a UPS package to facilitate the return of the defective deviceWe confirmed that the new phone was activated on April 18, This is a one-time exceptionMoving forward, any device concerns will be addressed per the manufacturer and Sprint device replacement guidelines We regret any inconvenience Mr [redacted] may have experienced as a result of this matterIf he needs further assistance, he can reach me toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal M Executive Services Analyst