Sprint Corporation

[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:My mother and I were told by the gentleman who sold us the phones that they would pay for our phones and the final bill, which is $1,054.92, we’re only getting $I’m not trying to be rude because that’s better then what they were giving us at first but we don’t have that extra $dollars & I feel as if we shouldn’t have to pay that extra $because we we told they would pay it all Regards, Jesse Z [redacted]

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX2397, Beverly C [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of Beverly C*** We appreciate your assistance in bringing MsC***’ concerns to our attention According to the information provided, MsC [redacted] states that she accepted an offer for a free phone; however, she has not received the Visa gift card As stated in our past promotion, Samsung JEmerges on Us via a Visa Prepaid Card, beginning in May and for a limited time, new customers or eligible existing customers who upgrade and add a new line of service, can get up to Samsung JEmerge devices on an 18-month lease or 24-month installment billing agreement on us The customer is billed the monthly lease charge and will receive a prepaid Visa card for the full amount of their lease and/or installment billing agreements On December 26, 2017, we spoke with MsC [redacted] regarding her concerns MsC [redacted] confirmed that her issue was previously addressed We confirmed that credits totaling $were applied to her account on December 22, 2017, for the full amount of her Samsung Jdevice in lieu of the Visa prepaid card As a result of these credits, the account reflects a credit balance of $ Please note that account credits are not applied toward equipment installment billing or lease charges Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date We regret any inconvenience this matter may have caused MsC*** If additional assistance is required, she can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

February 11, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] Dear Ms***: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account XXXXX***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] is dissatisfied with not receiving the promotional offer of a $discount off the monthly price of his iPhone lease in exchange for the device that he turned in at the point of saleHe cited that while his lease was active, manual credits were given each month and he was advised that his account would be updated to make the credits automatic; however, he was charged the full accelerated price without the discount when his lease was canceled We are pleased to advise you that we spoke with Mr [redacted] on February 3, 2016, and resolved his concerns to his satisfactionWe advised Mr [redacted] that we regret any possible misinformation that may have occurred regarding the requirements for the promotional offers that were extended to himTo resolve his disputed amicably, we applied credits totaling $to his accountMr [redacted] accepted this resolution and remitted payment of $to satisfy his remaining balanceAs a result, his account is now in final status with a zero balance If Mr [redacted] should have any questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday through Friday from 10:a.mto p.m., Central Time Sincerely, Clara C Executive Services Analyst

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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] ***, submitted on July 18, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from office, Mr***, an end-user on the account of [redacted] ***, states that he has had an unfavorable customer experience while attempting to address his payment arrangement concernHe states that he paid $on July 12, 2017, and was told that if he could not pay the remainder of the because which was $to call in by the 18th and he could pay half to get another arrangement extendedHe states that he is now being told that he owes $to maintain his Sprint serviceMr [redacted] is requesting to be released from his agreements and for any associated charges waived As stated in our Terms and Conditions of Service, payment of your bill is due by the date stated on your invoice We realize that situations may arise that prevent customers from making the required payment by the due date and we can assist with payment arrangements if available However, not all payment arrangement requests can be honored Based on our review, our records reflect that there was a payment arrangement set up on the account in question on July 12, 2017, that was unfulfilledFurthermore, we confirmed that there was a follow up call on July 18, 2017, requesting an extension on the payment arrangementAt that time, an extension on the payment arrangement was unavailableHowever, in order to address any additional concerns, we will need to speak with Mr [redacted] personally Our office attempted to reach Mr [redacted] via phone and e-mail on July 21, and 31, 2017, and August and 7, 2017, asking him to contact our office to discuss his concerns Additionally, we mailed a letter to the address on file on August 2, 2017, advising him of our receipt of his complaint and our desire to speak with him to address his concerns To date, we have not received a response from Mr*** Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account As such, 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 with the concerns raised in Mr***’s 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 If I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToyaPLaToya PExecutive Services Analyst

June 8, 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 inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences from our representatives regarding the terms of his equipment lease agreement, stating that he believes that he was misled prior to purchasing his device and establishing service with usHe requested that we honor the percent discount for the remaining six months in his 24-month lease agreement We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Mr [redacted] ’s equipment purchase and lease agreementSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Sprint Lease Agreement which include a description of the charges in question During our June 7, 2017, conversation with Mr [redacted] , we provided the referenced informationHe indicated his understanding of our explanation but reiterated that this was not properly explained to him when he accepted his current rate plan and device financing optionAlthough the terms of Mr [redacted] ’s lease agreement are valid, as a one-time courtesy, we applied credits totaling $to his account, which are equivalent to the difference between the monthly lease charges and promotional discount for six months of his lease agreementThose credits will be reflected on his next invoice We are pleased that we were able to reach an amicable resolution, and Mr [redacted] is satisfied with the actions that were taken on his accountIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

November 3, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint... Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr. [redacted] ’s complaint, he experienced billing issues leading to his decision to terminate services. Mr. [redacted] advised that he is disputing the Early Termination Fee (ETF) assessed to his account citing that it was to be waived contingent upon return of his device. Mr. [redacted] subsequently returned the device, yet the final balance has not been adjusted. Our records indicate that we received Mr. [redacted] ’s returned device on October 20, 2016, and the ETF and applicable taxes were adjusted on November 1, 2016. We communicated our findings to Mr. [redacted] and he is satisfied with the actions taken. We appreciate Mr. [redacted] for taking the time to provide us with the details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret the circumstances that prompted Mr. [redacted] ’s decision to terminate services. Should Mr. [redacted] need further assistance with this issue, I can be reached toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time. Sincerely, April [redacted] Executive Services Analyst

Sprint is in receipt of the above-referenced rebuttal complaint. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms. [redacted] ’s follow-up filing, she expressed her dissatisfaction with our response to her not receiving the $100 promotional Visa gift card. Ms. [redacted] is requesting that we review her account. 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. We previously spoke with Ms. [redacted] on September 13, 2017. At that time, we advised Ms. [redacted] that in order to be eligible for the $100 promotional Visa gift card, the account must be active and remain in good standing. We explained to Ms. [redacted] that as she has canceled her Sprint account she does not qualify for the promotional offer. In addition, prior to cancellation of the account, Ms. [redacted] ’s account was not in good standing as the July and August 2017 billing statements reflect late payment fees because her amounts due were not paid in full by the due date reflected on the invoices. Sprint respectfully declines Ms. [redacted] ’s request that we apply a $100 courtesy credit to her account. Currently, the account is cancelled with a balance of $51.69. During our conversation with Ms. [redacted] on October 13, 2017, we explained the above information. She indicated her satisfaction with our response to her inquiry.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: he keeps stating that I have 300GB of data roaming but my data roaming gets suspended at 100GB and when I ask a customer representative to to unsuspend my data roaming they tell me that I'm only allowed 100GB and that it'll unsuspend when my next billing cycle is due. Regards, [redacted] ***

... Executive & Regulatory Services P.O. Box 169014 Irving, TX 75016 April 27, 2017 RevDex.com 8080 Ward Parkway Kansas City, MO 64114 Re: BBB Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr. [redacted] stated that on March 29, 2017, he contacted our customer service department make payment arrangements for his past due balance of $254.52. He further states that on April 3, 2017, he made a $254.52 payment via our automated system, and on April 5, 2017, an additional $254.52 payment was processes. Mr. [redacted] stated that he reported the duplicate payment and was informed the 2nd $254.52 payment would be refunded. After requesting compensation, Mr. [redacted] stated he was offered $10. Mr. [redacted] expressed his discontent with the offer. Mr. [redacted] has requested a $254.52 refund, and compensation for the time taken to resolve his issue. He further stated that if compensation cannot be granted, then he would like to cancel his contract without incurring additional costs. We regret any inconvenience Mr. [redacted] may have experienced while attempting to resolve this matter. Our records reflect that on March 27, 2017, Mr. [redacted] established a secured payment arrangement was granted resulting in a $254.52 payment to be automatically deducted from his credit card on April 3, 2017. However, according to our records, Mr. [redacted] made a $254.52 payment via our automated system on March 31, 2017, however we did not receive a request from him to cancel the scheduled secured payment. On April 3, 2017, the $254.52 credit card payment was processed as previously arranged. On April 29, 2017, our records reflect that Mr. ***’s credit card was refunded $254.52. Because we are unable to confirm a Sprint error, a credit is not warranted. Furthermore, should Mr. [redacted] elect to cancel his service, Lease Cancellation and Device Purchase charges will be assessed for the line of service ending 5212. Upon the return of the associated leased device, the Device Purchase charge will be waived. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 9:30 a.m. and 5:30 p.m., Central Time. Sincerely, Terrence M. Executive Services Analyst

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated he accepted an ongoing promotion offered by Sprint for an unlimited plan for $for four lines of service in March He further stated that he was told that if he purchased an iPhone Plus GB, he will get the second one on usMr [redacted] states he contacted our customer service department because the discount was not applying, and he was advised that he needed to be on 18-month lease agreement, and he is on 17-monthAdditionally, he states he was advised that he would receive a $employer discount off his four lines and if he sets up automatic payments, he gets an additional $off his plan costMr [redacted] confirmed he received the auto pay discount, but not the employer discountLastly, he stated total equipment protection (TEP) option was added to his account without his consentAs a result, Mr [redacted] is requesting that we provide all the discounts that were promised to him Our records reflect that Mr [redacted] started service with Sprint on March 23, 2017, with four lines of service, on 17-month lease agreementsThe BOGO offer requires an 18-month lease; therefore, he did not qualify for the promotional offerFurthermore, we determined that Mr [redacted] spoke with our executive team on May 23, 2017, and a recurring monthly credit of $was applied and will award through July 25, Because the Unlimited freedom plan is already receiving the $auto pay discount, the employer discount will not start to apply until after March We also confirmed that the TEP option has been removed During our October 2, 2017, conversation with Mr [redacted] , the information outlined above was explained to himMr [redacted] reiterated his dissatisfaction and stated he is supposed to receive a credit of $to offset the lease charge but is receiving $32.65, leaving a difference of $ Furthermore, he stated that a customer service representative advised that he will receive his employer discount alsoTo resolve the issue, we offered to apply a lump-sum credit for $to award the $for 17-months and also a one-time $courtesy creditMr [redacted] accepted the offer 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 We regret any frustration this matter may have caused Mr [redacted] If we can be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] W [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 Mr [redacted] *** We appreciate the opportunity to address his concerns Based on the information provided, Mr [redacted] advises that he returned his phones to a store after satisfying the lease agreements, and then received an invoice notification for $989.87, which would be charged via automatic payment Mr [redacted] further advises that he was assured by one of our representatives that this amount would not be charged to his card; however, his card was charged the noted $amount Therefore, he is requesting a full refund of $for monthly service charges and device purchase charges for leased phones Mr [redacted] also advised that he had an unfavorable experience with our representatives while trying to resolve his account concerns Our records reflect that Mr [redacted] returned his phones to a store on May 18, 2017, after satisfying his lease agreements We regret that the device purchase price (DPP) charges were not addressed in a timely manner We confirmed that an $refund was processed back to Mr***’s card on June 14, 2017, which is the DPP plus taxes for the phones that were returned The remaining amount of $out of the $payment, is for valid monthly service charges billed through May 17, Therefore, we must respectfully decline his request to refund this additional amount We appreciate Mr [redacted] for taking time to provide details of his 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 If Mr [redacted] needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

June 6, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he is not receiving the Lease One Get One (LOGO) and iPad promotional credits that he was quoted when he purchased his devicesAs a result, Mr [redacted] is requesting that we honor the offers that were made at the point of sale During our conversation with Mr***, we advised him that although we were unable to confirm that he meets all of the criteria for the BOGO promotion, in an effort to resolve his complaint on May 14, 2017, we updated the lease agreement on his phone number ending [redacted] to reflected as fulfilled in an effort to emulate the LOGO offer Additionally, we advised Mr [redacted] that the free iPad promotion requires that he subscribe to a gigabyte plan for $and then he would receive a monthly account service credit of $to offset the monthly installment payment for the iPadWe advised Mr [redacted] that he is not receiving the credit because he subscribes to the incorrect service plan, however, it is cheaper that the promotional offer Mr [redacted] elected to stay on the current plan for the iPad and not receive the monthly account service credit and is satisfied with the resolutionWe appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care group We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

Dear [redacted] of the The Revdex.com:Please be advised that on March 9, Sprint resolved the issue identified in complaint # [redacted] .Thank you, [redacted]

May 11, 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 inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s complaint, when he switched to Sprint, he traded in four iPhone devices in order to obtain iPhone devices at no cost in accordance with a promotion we were offering at the time While he advised that he is receiving a service credit to offset the monthly lease charges for two of his iPhone devices, the remaining two iPhone devices are not receiving the promotional credit As a result, Mr [redacted] is seeking assistance in resolving this matter We regret the circumstances that prompted Mr***’s complaint We reviewed his account in detail and determined that the promotional offer is not awarding to the remaining two lines because the lease agreements were initiated after the promotional period had ended However, Mr [redacted] advised that the two iPhone devices in question were originally backordered and due to an error in activating the devices, the retailer canceled the order and created new lease agreements advising the promotional offer would be honored As a result of these extenuating circumstances, we explained that in order to honor the promotional offer, we applied a lump sum credit to Mr***’s account totaling $950.04, which consists of the $lease service credit for the two impacted lines for the month duration of the lease agreements We also explained to Mr [redacted] that this credit will only apply towards his monthly service charges and a minimum payment is required each month to satisfy the four open lease agreements Mr [redacted] accepted this solution and confirmed the issue is now resolved We appreciate Mr [redacted] for choosing Sprint If he has any further questions regarding this matter, 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

[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 account in question is a closed (inactive) accountThe money should never have been accepted by Sprint in the first place and definitely should not go to my sister who is getting extra money for no reasonI also explained to Sprint that [redacted] is on Medicare and Medicaid and if she were to sign the check Sprint issued, that would be considered additional income to Medicare and Medicaid and would jeopardize her benefitsIn other words she legally cannot accept the money Sprint is trying to give herSprint has told me if [redacted] cannot accept the money that they would keep the money they acknowledge is not rightfully theirsThis is a Sprint policy issue which is causing them to illegally keep my money and they have thus far refused to return the money to its rightful owner, meUntil such time the money is returned from whence it came, they have stolen my money Regards, [redacted] ***

December 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states he purchased and activated a new line of service with phone number ending [redacted] with a two-year service agreement He is now assessed a $Subsidized Phone Charge (SPC), which he is disputing for this line of service because he indicated he was not advised of the $SPC when placing the order online As a result, Mr [redacted] is requesting that Sprint remove the SPC We spoke with Mr [redacted] on December 13, 2016, and he gave us permission to discuss the complaint with MsShaneisa [redacted] During our conversation with Ms [redacted] , we advised that the device for phone number ending [redacted] was ordered via www.sprint.com on November 23, 2016, as the fourth line of serviceThe account has three current lines of service subscribed to a family plan The current family plan does not charge a $SPC fee for devices with two-year service agreements However, a new plan was selected and the four lines of service were updated to the new planThe service plan to which Mr [redacted] subscribes includes a $SPC for devices purchased at discounted, subsidized pricing This is not a billing error and the SPC is valid per the terms of Mr***’ service plan If the device had been purchased outright at full manufacturer pricing, lease or equipment installment, there would be no SPC Although we were unable to identify a Sprint billing error, in an effort to address any possible misunderstanding, and to reach an amicable resolution with our valued customer, we offered Ms [redacted] a one-time $account credit to offset one-half of the valid $SPC that will be assessed over the period of the next two years She accepted our offer While we regret her dissatisfaction that the SPC is not able to be removed, we believe we have fully addressed the account concerns brought to our attention, We applied credit for $on December 13, 2016, and will apply the remaining $towards the January invoice Furthermore, should Ms [redacted] or Mr [redacted] upgrade the devices on the account in the future via our discounted device program with a two-year service agreement, they will be subject to the SPC per the terms of the service plan We regret any inconvenience Mr [redacted] or Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, they can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

March 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, he believes fraud was committed on his account in December and the charges stemming from the disputed phone order have not yet been adjusted As a result, Mr [redacted] is seeking immediate credit to his account for this dispute We regret the circumstances that prompted Mr [redacted] ’s complaint We spoke with Mr [redacted] and confirmed the noted fraud and assured him that all fraudulent charges will be adjusted We also reached out to our Fraud department regarding this issue and credits were applied to Mr [redacted] ’s account for all disputed charges on February 27, 2017, leaving his account with a balance due of $ We thank Mr [redacted] for being a valued Sprint customer If he needs further assistance with this matter, 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

October 11, Consumer Specialist Kansas City Revdex.com [redacted] Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account#XXXXX [redacted] Sprint Case# [redacted] To Whom It May Concern: Pursuant to your letter dated September 22, 2016, Sprint respectfully submits this response to the complaint of Ms [redacted] We are also providing Ms [redacted] with a copy of this letter According to the information provided, Ms [redacted] stated that an additional line of service was added to her account, without her permissionMs [redacted] requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms [redacted] ’ complaint, and we investigated this matter in September Based on our investigation, we determined that a Sprint retail store representative added an additional line of service to Ms [redacted] ’ account with a Lease Agreement associated with phone number ending in [redacted] in lieu of offering her other solutions to replace her damaged deviceMs [redacted] could have used her Sprint TEP program, which allows her to replace a deviceIn an effort to resolve this matter, Sprint agreed to cancel the Lease Agreement associated with phone number ending in [redacted] and applied credit to the account to offset the associated charges We spoke to Ms [redacted] in September and October and relayed our findings to herDuring those calls, Ms [redacted] acknowledged the review and thanked us for respondingWe apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-#### ext***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst [redacted] cc: Ms [redacted]

April 17, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] L [redacted] submitted on March 24, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with Sprint’s equipment replacement process in association with our Total Equipment (TEP) program Ms [redacted] expressed her dissatisfaction with the delay in receiving a replacement device, upon confirming that her device was defective, after having the screen repaired at a local Authorized Service and Repair CenterMs [redacted] requested that Sprint review this matter and waive any fees associated with her device replacement Sprint has reviewed Ms [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) on her phone numbers ending in [redacted] and *** Therefore, 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 visits Ms [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 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 We regret the delay that Ms [redacted] may have experienced while awaiting her replacement device Upon further review of our records, we confirmed on March 14, 2017, an equipment replacement order was approved and processed for a reconditioned Samsung Galaxy SEdge device Our records further indicate that Ms [redacted] activated the referenced device on March 24, In an effort to ensure that Sprint has satisfactorily addressed Ms [redacted] ’s equipment concern, we must speak with her directly We have made multiple attempts to reach Ms [redacted] regarding her concerns We attempted to contact her via phone and e-mail on March 27, and of 2017, and mailed a letter to her address on file on March 31, 2017, advising her of our receipt of her complaint and our need to speak with her directly Unfortunately, we have not yet received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on April and of 2017, without success Should Ms [redacted] require further assistance, 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 customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, 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 account In 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 MsMs [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

We appreciate your assistance in bringing our customers' concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with an unauthorized person at one of our retail stores accessing her account without her knowledgeMs [redacted] further expressed her dissatisfaction with an additional Lease Agreement being added to her account without her knowledge or consentMs [redacted] alleged that a retail store representative accessed her account and committed fraudulently activityFurthermore, Ms [redacted] expressed her dissatisfaction with the level of customer service she received at the Sprint retail store while attempting to resolve this matterMs [redacted] requested that Sprint review this matter, remove the disputed Lease Agreement on phone number ending in and apply the appropriate adjustments to her account for the unauthorized Lease Agreement Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal informationWe have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need, or disclosing customer information unless authorized by the customer or otherwise permitted by lawFor additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms [redacted] may visit our website sprint.com/legal/privacy.html Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on February 3, 2016, and explained that we are investigating her account concernsAccording to our records, phone number ending in was activated on October 26, 2014, with a two-year Service AgreementOur records further show that Ms [redacted] visited one of our retail stores in her local area on September 12, 2015, upgraded and purchased an iPhone device for phone line ending in via Sprint’s Leasing ProgramSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/LeaseHowever, on September 19, 2015, Ms [redacted] returned to the Sprint retail store and exchanged the iPhone device within our Day Satisfaction period for the iPhone Plus deviceDue to an inadvertent error the Lease Agreement associated with the iPhone device was not cancelled until January 28, As a result, she incurred Lease Cancellation charges totaling $as reflected on the February invoiceTo resolve this matter on February 12, 2016, we applied an adjustment of $to offset the disputed amount With regard to Ms [redacted] alleging that her account was accessed at the Sprint retail store without her knowledge or consent; Sprint has investigated this matter, and we are unable to substantiate Ms [redacted] ’s claim that her account was accessed without her knowledge or consent at one of our retail stores We have attempted to follwith Ms [redacted] to discuss our findings and resolution; unfortunately, we were unable to reach her directlyShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned at the phone number noted below upon receipt of this letter We regret any inconvenience this matter may have caused Ms [redacted] 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., Eastern Time Sincerely, /s/ [redacted] Executive Services Analyst