Sprint Corporation

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of Ms [redacted] , regarding our previous response dated June 19, We regret the circumstances that led Ms [redacted] to contact your office again According to Ms [redacted] ’ follfiling, she expressed her dissatisfaction with our prior response and believes that her account concerns remain unresolvedIn Ms [redacted] ’ initial filing, she expressed her dissatisfaction with the inability to receive a total credit of $to her account, which was offered by Sprint on February 18, 2017, as an incentive to maintain Sprint as her wireless service providerHowever, Ms [redacted] asserts that she has not received credits in the amount of $as agreed on February 16, Ms [redacted] contends that because Sprint has been unable to provide her with a copy of the billing statement reflecting the aforementioned credits as requested, that no credits were applied to her account as our records reflectMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaintAs stated in our prior response, we confirmed on February 18, 2017, that Ms [redacted] was offered adjustments for the remaining Lease cancellation charges totaling $for the respective Lease Agreements associated with phone numbers ending in [redacted] and [redacted] contingent upon her remitting payment for the Lease Device Purchase Amount charges of $282.30, in order to own the associated equipment Subsequently, Ms [redacted] ’s remitted a payment of $to Sprint and her respective Lease Agreements associated with phone numbers ending in [redacted] and ***, which were cancelled on February 26, Consequently, immediate charges were accrued in the amount of $toward the remaining Lease cancellation charges for the respective Lease Agreements associated with phone numbers ending in [redacted] and [redacted] on February 26, Also on February 26, 2017, we applied an account adjustment against the unbilled Lease cancellation charges balance in the amount of $and the Lease Device Purchase Amount charge in the amount of $associated with the Lease Agreement for phone number ending in ***In addition, an adjustment of $was applied to the account to offset a portion of the unbilled Lease balance associated with the Lease Agreement for phone number ending in ***The total amount of adjustments were $for the aforementioned charges applied to Ms [redacted] ’s account on February 26, Since the above charges and subsequent credits were applied immediately, they do not reflect on her billing statement We spoke with Ms [redacted] on June 16, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we confirmed that Ms [redacted] was provided the promised adjustments on February 26, 2017; furthermore, she has received an additional adjustment in the amount of $on May 2, 2017, as stated in her filing, which should reflect on her June invoiceAs a result, we respectfully denied Ms [redacted] ’s request for further credit Ms [redacted] advised that she remained dissatisfied and advised she would continue to disagree until we can provide a billing statement reflecting the adjustments offered on February 18, in the amount of $We apologized for any inconvenience and attempted to explain that due to the charges occurring and being adjusted in the same billing cycle, the adjustments would not be reflected on a billing statementAlthough Ms [redacted] may disagree with our findings, we are confident that her concerns have been fully addressed and resolved to the best of our abilityConsequently, all further inquiries regarding this matter will be met with the same response Upon receipt of Ms [redacted] ’s follfiling, we spoke with her on July 25, 2017, to further discuss this matter and reiterated the aforementioned informationWe explained to Ms [redacted] that Sprint has thoroughly reviewed this matter and sustains that no further credit is due and all further inquiries regarding this matter will be met with the same responseWhile Ms [redacted] may disagree with our findings, we are confident that her account concerns were addressed and resolved to the best of our ability We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

April 25, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint for [redacted] submitted on March 24, 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 inability to cancel the service for her Samsung Galaxy Tablet device and Sprint Pocket Wi-FiAdditionally, Ms [redacted] stated that she was offered a Samsung Galaxy Gear Fitwatch at no additional cost, upon upgrading her device to a Samsung Galaxy Edge in January However, Ms [redacted] stated that she did not receive the Samsung Galaxy Gear FitwatchMs [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms [redacted] ’s complaint Our records reflect that Ms [redacted] contacted our Customer Care group on January 11, 2017, and expressed her interest in cancelling the Samsung Galaxy Tablet device and Sprint Pocket associated with phone numbers ending in [redacted] and ***Accordingly, the referenced phone numbers were cancelled on January 22, and February 7, Our records further indicate that Ms [redacted] upgraded the device associated with phone number ending in [redacted] on January 12, 2017, via our Telesales groupAt that time, she purchased a Samsung Galaxy SEdge device via Sprint’s Monthly Installment Billing programDuring this transaction, Ms [redacted] was offered a Samsung Galaxy Gear Fitwatch Regrettably, the order was not processed upon her acceptance of our offerPlease note that Sprint’s Installment Agreement is a device installment billing agreement that gives customers an option to purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint Installment Agreements, and the customer is required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased at the time of purchaseFor additional information and eligibility requirements, please visit www.sprint.com/easypay In order to ensure a satisfactory and mutually acceptable resolution, we would like to offer Ms [redacted] the Samsung Galaxy Gear Fitwatch without further cost to her As such, we attempted to contact Ms [redacted] via phone and email on April and of 2017, to relay the aforementioned information and resolution to herUnfortunately, we were unable to reach Ms [redacted] directly Subsequently, we received an email correspondence from Ms [redacted] on April 13, 2017, advising us that she would attempt to contact the undersigned at her earliest convenienceHowever, we have not heard from Ms [redacted] We ask that Ms [redacted] contact us at her earliest convenience to finalize the order 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 Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If I may be of further assistance, Ms [redacted] can reach me directly by calling the Executive and Regulatory Services Department at ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William [redacted] William [redacted] Executive & Regulatory Services

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with our not honoring a recent promotional offer to reimburse cancellation charges assessed by her previous service carrier when she ported her mobile number to Sprint She advised that we declined to do so because of specific verbiage on her final invoice from the provider She requested that we provide her reimbursement promptly We regret any possible misunderstanding that may have occurred regarding the terms of our referenced Contract Buy Out promotion, as well as any delay in providing Ms [redacted] with her requested reimbursement That promotion offers customers from specific wireless service providers the opportunity to have us reimburse them for their service cancellation or equipment contract charges when they port their mobile number(s) from those carriers to Sprint The terms of the promotion require that qualifying customers remit the final invoice from their previous service providers, reflecting those final contractual charges, to us for review and processing Additional information related to the promotion is available on our website, www[redacted] Our records reflect that Ms***’ Sprint account was established on March 24, 2016, for three lines of phone service and that we received a copy of an invoice from her previous service carrier on May 6, However, that invoice did not have the referenced billing information required for the promotion As a result, we were unable to process her promotional reimbursement During our discussion with Ms [redacted] on May 31, 2016, we explained the information outlined above, and she agreed to forward a copy of her final invoice from her previous carrier for our review In turn, we agreed to forward her information to our promotion fulfillment team to have her registration reconsidered We received Ms***’ detailed invoice from her previous carrier on June 8, 2016, which had the referenced billing information required for the fulfillment of our promotional offer We forwarded that information to the appropriate team and followed up with Ms [redacted] on June 9, 2016, to advise that her reimbursement request was approved and that she should receive three American Express reward cards in the amounts of $550, $569, and $ We also advised Ms [redacted] that we will keep her updated with the status of her reward card delivery Ms [redacted] indicated her satisfaction with the actions taken in this issue We regret any inconvenience this matter may have caused If we can be of further assistance with this concern in the interim, 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, Linda WExecutive Services Analyst

June 14, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 16, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with being advised that her price plan could be updated to reflect a grandfathered price plan of $per month and phone line ending in [redacted] would be updated to reflect a Seasonal Standby planAs a result, her monthly recurring charges would be loweredFurthermore, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve these mattersMs [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms***’s complaintWe spoke with Ms [redacted] on May 26, 2017, to further discuss her account concerns During that conversation, Ms [redacted] requested to cancel phone line ending in [redacted] and return the device in exchange for waiver of the Lease cancellation and Lease Device Purchase Amount charges We advised Ms [redacted] that we would investigate her concerns and follwith her accordinglyAccording to our records, on January 10, and December 15, 2015, Ms [redacted] established phone lines ending in [redacted] and [redacted] with Sprint, and activated two devices via Sprint’s Leasing program Please note 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 device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseAfter careful review of Ms***’s account, we were unable to substantiate her claimsFurthermore, on January and of 2017, our records indicate that Ms [redacted] was issued a courtesy adjustment of $to offset a portion of the monthly recurring charges as indicated on the January billing statement This adjustment is reflected on the February billing statement To provide closure for this matter, we have agreed to allow Ms [redacted] to cancel the service on phone line ending in [redacted] in exchange for the return of the device undamaged and in good working conditionMs [redacted] will be responsible for the Lease cancellation charge and we have agreed to adjust the Lease Device Purchase Amount charge Since our initial conversation, we contacted Ms [redacted] on May 31, 2017, to relay the aforementioned information and proposed resolution to herHowever, Ms [redacted] did not confirm acceptance of our proposed offerShould Ms [redacted] wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst Tell us why here

February 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your office once again In his rebuttal, Mr [redacted] reiterated his dissatisfaction with being misinformed about the terms and conditions our Total Equipment Protections (TEP) option, as well as with the level of customer service provided by our representatives during his unsuccessful attempts to address that concernMr [redacted] also advised of his displeasure with our continuing to bill him for services although he did not have access to those services due to the loss of his device We regret that any possible misunderstanding that may have occurred related to the terms of our TEP coverage, as well as Mr [redacted] ’s equipment replacement optionsAs we previously explained to him, all new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-effective way to protect their covered equipment against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warrantyAs outlined in the TEP documentation that is sent to customers subscribing to our TEP option, which is administered by Asurion, a non-refundable $to $deductible, depending on device model, is assessed when customers file a device replacement claim We further regret any delay in bringing Mr [redacted] ’s equipment concerns to satisfactory resolution, as well as his dissatisfaction with his Sprint service charges continuing while his device issue remains in disputeHowever, although Mr [redacted] has opted not to exercise his TEP replacement option, his services remain available to him once he acquires and activates a deviceAs such, his recurring monthly service charges are valid Our records reflect that we corresponded with Mr [redacted] via e-mail on February 26, 2016, regarding his ongoing concerns, as he did not have an active telephone number for us to contact himWe advised him that his reported issues were re-evaluated by our executive team and that, although we are unable to identify any error on the part of Sprint in this matter, we would be pleased to order a replacement device for him, to be billed to his Sprint account at a discounted cost of $212.50, and continue his current device lease agreementMr [redacted] accepted our offer and understands that this is a one-time exception and that any further device replacements would need to be done pursuant to established processesWe ordered Mr [redacted] ’s iPhone 6S Plus 128GB device on February 29, 2016, and billed his account accordinglyHe should receive that equipment within the next 1-business days We regret any inconvenience these matters may have caused but are pleased that we were able to address these matters to Mr [redacted] ’s satisfactionIf we can be of further assistance with these concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

Hi, I read the options provided to me [redacted] and I would like to take the iphone forever plan off our bill and still keep the same planSo, we are paying $per line and would like to remove thatWhich will take our bill to $We would greatly appreciate that with the means that we are still having poor servicePlease feel free to reach me at ###-###-####I understand that our billing cycle starts new on Feb Please get back to me at your earliest convenience

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of Sprint Account XXXXX***, Ms [redacted] M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] on the behalf of the account holder, Ms [redacted] M [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his equipment concernMr [redacted] expressed his dissatisfaction with the performance of his iPhone Jet Black 128GB device associated with phone number ending in [redacted] which has fallen short of his expectationsMr [redacted] requested that Sprint review this matter and provide him with a new comparable device without further cost Sprint has reviewed Mr***’s complaintPlease note all new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her noted phone number ending in ***If the problem with Ms [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep We spoke with Ms [redacted] on June 28, 2017, to discuss her equipment concern in detail and relayed the aforementioned informationDuring out conversation, Ms [redacted] confirmed that her issue with the iPhone Jet Black 128GB device associated with her phone number ending in [redacted] was resolved to her satisfactionHowever, she expressed her remaining concern with the customer service experience she encountered with Sprint Retail Store’s Management team while attempting to ensure a mutual and acceptable resolutionWe advised Ms [redacted] that we appreciate her taking time to provide details of her experience with Sprint’s Retail Management teamWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] and Ms [redacted] If we can be of further assistance, Mr [redacted] or Ms [redacted] can contact me directly by calling the Sprint’s Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

March 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr [redacted] ***, and we appreciate the opportunity to address his concerns Based on the information provided in the inquiry, Mr [redacted] states that his Sprint service should have been canceled in November 2016, and that one of his phone numbers was reinstated after being suspended, resulting in additional charges Therefore, Mr [redacted] is requesting a credit for the monthly charges during the time that service as not used, and to pay only the lease cancellation charge, $186, and return the device Our records reflect that Mr [redacted] ported of his phone numbers on October 7, 2016, and one phone number remained active We regret any misunderstanding that that may have occurred regarding the cancellation of phone [redacted] This phone number was canceled on February 27, 2017, and one of our representatives applied a $account credit to offset a portion of the monthly charges for this phone line Because this phone line was not being used, we applied additional credits totaling $to offset the monthly charges during the time that the phone was not being used Further, we sent a prepaid package to facilitate the return of the leased device associated with this phone number Once we receive this device, in good condition, we will credit the device purchase price of $205.44, which will leave a $balance for the lease cancellation charge We regret any inconvenience Mr [redacted] may have experienced trying to resolve his concerns If he needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll- [redacted] at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] states she was offered an early device upgrade and went to a store to purchase a new device in January In March 2017, it was brought to her attention that instead of upgrading her phone number, a new line of service was added to her account As a result, she is requesting we review this matter We reviewed Ms***’s account and confirmed she was offered an early device upgrade for line [redacted] in January We also confirmed she was leasing a Samsung Sat that time and she upgraded to an iPhone Instead of upgrading Ms***’s current phone number, a new line of service was added with a new phone number in error, then a device swap was complete on the iPhone Because of any possible misunderstanding at the point of sale, we moved the iPhone lease to phone number ending ***We also ordered Ms [redacted] a prepaid envelope and she will return her leased Samsung Sdevice Upon receipt of the Samsung S6, we will waive her End of Lease purchase charge In addition, we issued credit for the Samsung Slease charge reflected on her January, February and March invoices We are confident Ms***’s matter is resolvedWe appreciate Ms [redacted] for taking the time to provide details of her store experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience Ms [redacted] experienced may have experienced as a result of this matter If Ms [redacted] needs further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst Tell us why here

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to refund taxes and fees assessed at point-of-sale when she activated Sprint services, citing that she cancelled service with us within our 30-days Satisfaction Guarantee period after delays with devices being receivedMs [redacted] requested that we provide her $refund promptly We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her input to improve our training and processes Our records reflect that Ms [redacted] established his account with us on September 21, 2016, at one of our retail locations with three lines of service and that she canceled her services on October 11, Our records further reflect that she remitted a $payment directly with the retail location using her bankcard for taxes and activation fees on September 22, On September 26, 2016, Ms [redacted] cancelled her equipment orders for the three lines of service and on September 30, 2016, a partial refund in the amount of $was forwarded to Ms***’s bankcard to offset taxes and feesOn December 22, 2016, the remaining balance of the $was processed for a $credit refund to Ms***’s bank card During our December 22, 2016, conversation with MrScott ***, an authorized contact for the account of Ms***, we advised him that the financial institution that handles his bank card should receive the $within business days We regret the loss Ms***’s business and the delay in addressing her refund concernsIf she has additional questions regarding this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:and 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

November 29, 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 November 10, 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 iPhone device concerns associated with phone number ending in ***Ms [redacted] stated that in August 2016, her son broke his leased iPhone 6s device associated with phone number ending in ***Ms [redacted] further stated that she contacted the program administrator, Asurion and Sprint on multiple occasions, to inquire about filing an insurance claim and was not advised of the Day time frame to file an insurance claimMs [redacted] further stated that Sprint advised her that since the program administrator, Asurion, denied her insurance claim, she had the option to pay off her existing lease and enter into a new Lease AgreementTherefore, Ms [redacted] requested that Sprint to review this matter and replace her device Sprint has reviewed Ms [redacted] ’ complaintOur records reflect that on March 5, 2016, Ms [redacted] purchased and activated phone number ending in [redacted] via Sprint’s Lease and Total Equipment Protection (TEP) programsPlease 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 Sprint’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 Additionally, our records reflect that on September 27, 2016, Ms [redacted] changed the rate plan on phone number ending in [redacted] from Sprint’s Unlimited Freedom to our $Seasonal Standby planOn November 7, 2016, she changed the rate plan back to the Unlimited Freedom planHer September and October invoices reflect the $monthly recurring, $TEP and $lease chargesBased our review, we were unable to identify any billing errors We spoke with Ms [redacted] on November 28, 2016, and we have relayed the aforementioned information to herAdditionally, we advised Ms [redacted] that Sprint is unable to comment on the business practices of the program administrator, AsurionIn an effort to resolve her equipment concerns, we applied a total adjustment of $to her account, to offset a portion of her September and October invoicesAdditionally, we provided Ms [redacted] with the option for her to pay off the lease balance of $on phone number ending in ***, and she will be able to purchase a new device and enter into a new lease agreementMs [redacted] has confirmed her understanding of the information that was provided to her We 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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I'm so thankful for organization such as Revdex.com that can assist customers in fair business practice and to get hold of responsible people Regards, [redacted] ***

March 15, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Mr [redacted] : The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she made a down payment towards one of our devices, but was denied service because her account was flagged for potential identity theftShe stated that although she never had service we have not refunded her down paymentAs a result, she is requesting that we process a refund During our discussion with Ms [redacted] , who authenticated the account, we advised her that our records reflect that Ms [redacted] made a down payment of $for a device, however, we could not approve her for service because she was still a minorAs such, we processed a refund check for the down payment she made at the point of saleShe confirmed the receipt of the refund and we apologized for the length of time it took to process her refund We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representativesWe regret that the level of service she received was not indicative of the world-class service we strive to provideThe feedback she provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias T Executive Services Analyst

April 25, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate you once again bringing this matter to our attention Mr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding a Samsung Galaxy device activated on Sprint's network Mr [redacted] has indicated that he would like the device unlocked As stated in our letter to the Revdex.com dated April 18, 2017, unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (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 may be found at www.sprint.com/unlock We confirmed that Mr [redacted] ’s Samsung Galaxy device is eligible for MSL unlocking Please note that we provided Mr [redacted] with the MSL associated with his device in April 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 his matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

August 15, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , Jodi Beth M*** Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJodi Beth M*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, MsM [redacted] stated that she called one of our retail stores to inquire about our devices and was offered a Buy One Get One Free device promotion She further stated that she was advised that her monthly bill would total $plus taxes; however, her subsequent bill was $ MsM [redacted] also stated that she contacted the store manager but her issue was not resolved with her Sprint 14-days Satisfaction Guarantee period Further, she stated that she contacted our Customer Care department and was advised that she would need to enroll her account in our automatic payment program to receive her discount MsM [redacted] also stated that she wanted to pay for her device charges but was advised that if she paid her devices early, she would lose her promotional lease credit And last, MsM [redacted] stated that she sign up to receive the Magic Box to improve the signal strength but was advised that it was on backorder We regret that our network in MsM***’s areas may have fallen below her wireless communication needs or expectations Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customersWe spoke with MsM [redacted] on August 15, 2017, and advised her that her service plan would be $if her account was enrolled in our automatic payment program because she would receive a $monthly credit per line of service We also advised her that the Magic Box was on backorder, and we would begin shipping them in about two to four weeks Moreover, because of any possible misunderstanding regarding our service plan terms, we offered her a $account credit, which is equivalent to a $monthly credit for three months that she would have received if her account was enrolled in our automatic payment program We also offered her a $credit for her coverage issues for a total credit of $ MsM [redacted] accepted our credit offer and was satisfied with our resolution We appreciate MsM [redacted] for taking time to provide details of her experience with our retail representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further reviewIf we can be of further assistance regarding these matters, MsM [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

February 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she contacted our Sales department for information on porting a line to SprintShe states that she was offered a great rate and decided to port her phone line to Sprint and upgraded her device on another phone line as a Christmas gift She states that she purchased two iPhones that included the Lease One, Get One (LOGO) promotion and was told that the third phone line monthly cost would be $However, she states she reviewed her bill online and discovered that her third phone line would increase from $to $after March 31, She states when she contacted our Customer Care department, she was offered an adjustment of $115; however, she states this is acceptable As a result, she requests that he account continued to be billed at the rate of $for line one, $for line two and lines three through five remain at $ During our discussions with ***, we advised her that her service plan has been the same effective February and when she recently added phone line ending in to her existing service plan the cost increased to $for the third line We explained based on the terms of the special pricing plan effective March 31, 2018, the rate will increase on her three phone lines We advised her that her monthly cost will increase to $on phone lines one and two and $for the third line after March 31, We advised her that she can receives a $per line discount with AutopayWe regret this any possible misunderstanding regarding this matter and advised her that the special pricing is included in her monthly billing statements Although we found no Sprint billing error, as a gesture of goodwill, and in our effort to reach an amicable resolution with Ms***, we offered a one-time $lump sum account credit to offset eight months of her line being billed at $after March Ms [redacted] accepted our offer and understands that no additional account credit will be issued for this matter If Ms [redacted] needs further assistance with this matter, she may contact me by calling the Executive and Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry 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’ Assurance Wireless concerns to our attention In his complaint, Mr [redacted] stated that he was enrolled in the Assurance Wireless Lifeline program by one of our mobile representatives when he only wanted information about the service Mr [redacted] cited that he later returned his Assurance Wireless device, but has been removed from his Lifeline service with his previous service provider He requested to be removed from the Assurance Wireless Lifeline database so that he may resume Lifeline services with his previous provider After completing a review of our database we were unable to verify an active Lifeline account for Mr [redacted] Our records further reflect that Mr [redacted] ’s most recent Assurance Wireless Lifeline phone number ending [redacted] was cancelled as of June 20, We attempted to contact Mr [redacted] via phone and e-mail on June 2, 6, and 7, 2016, to discuss the matter and address any additional concerns he may have In addition, we sent a letter via the U.SPostal Service on June 7, 2016, inviting him to reach out to our office Unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have regarding this inquiryMr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his accountAs a result, we want to advise him to have his PIN and security information available when he contacts us If we may be of further assistance with this issue, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday 8:a.mto 5:p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry 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’ Assurance Wireless concerns to our attention In his complaint, Mr [redacted] stated that he was enrolled in the Assurance Wireless Lifeline program by one of our mobile representatives when he only wanted information about the service Mr [redacted] cited that he later returned his Assurance Wireless device, but has been removed from his Lifeline service with his previous service provider He requested to be removed from the Assurance Wireless Lifeline database so that he may resume Lifeline services with his previous provider After completing a review of our database we were unable to verify an active Lifeline account for Mr [redacted] Our records further reflect that Mr [redacted] ’s most recent Assurance Wireless Lifeline phone number ending [redacted] was cancelled as of June 20, We attempted to contact Mr [redacted] via phone and e-mail on June 2, 6, and 7, 2016, to discuss the matter and address any additional concerns he may have In addition, we sent a letter via the U.SPostal Service on June 7, 2016, inviting him to reach out to our office Unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have regarding this inquiryMr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his accountAs a result, we want to advise him to have his PIN and security information available when he contacts us If we may be of further assistance with this issue, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday 8:a.mto 5:p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention During our conversation with Ms [redacted] , we advised that we have referred her concerns to our network team for resolution Ms [redacted] confirmed that her service has since improvedIn appreciation of Ms [redacted] ’s patience while this matter was being addressed and for her continued patronage, we applied credits to her account totaling $to offset two monthly recurring charges, excluding equipment charges for both lines Ms [redacted] will see these credits reflected on her next invoice If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central timeSincerely, [redacted] Executive Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I have not yet been refunded the amount that I had to pay Today I put in the mail the chain of emails that unfolded between myself and MrLeland yesterday .I would like the Revdex.com to have receipt of his comments and how he admitted that his representative was an error and I would also like the Revdex.com to know whether or not I actually get the $that MrLeland and his team are trying to decide whether or not I am due! I don’t trust this company I have no reason to trust this company when you read the emails that I have put in the mail today you’ll understand why I will never recommend Sprint to anyone and I really believe that the company needs to be investigated further because their business practices are highly highly highly unethical ! I will await my full refund then and only then am I dropping this case ! Regards [redacted]

---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Thu, May 18, at 7:PMSubject: Fwd: ID [redacted] To: [redacted] Dear [redacted] ***:My complaint has been resolved successfully thanks to your assistance in the matterIt is greatly appreciatedRegards [redacted]