Sprint Corporation

August 14, 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 above-referenced complaint of Mr [redacted] *** Thank you for forwarding our customers’ concerns to our attention In his inquiry, Mr [redacted] indicated he established service with a Bring Your Own Device (BYOD) promotion for one year He purchased an iPhone SE from [redacted] and contacted us to activate the service without a contract under the BYOD promotion He received his bill, and he is assessed a $plan and is not under the BYOD promotion He further advised that he attempted to resolve the matter via customer service but has only received a partial credit As a result, he is requesting that we review the matter For a limited time, we are offering customers one year of free service with an eligible BYOD phone The offer requires a new account port in, eBill and automatic payments to be eligible for the offer Standard taxes, fees and surcharges apply A Sprint SIM card is required and available for purchase on our website for $plus tax Customers can visit www.sprint.com/1yearfree or call the dedicated Telesales phone number listed on the site for activations We reviewed Ms***’s account and confirmed he has three lines of service Two lines of service are receiving the BYOD plan and promotion However, phone number ending [redacted] is charged a $plan fee We confirmed this line of service did not port in a phone number; therefore, it is not eligible for the offer During our conversation with Mr [redacted] on August 9, 2017, we set this line of service up to cancel at the end of the billing cycle August 26, In addition, we issued credit for the June and July invoices when he was assessed the $fee to match the BYOD cost, as a gesture of goodwill This is not a billing or set up error, and Mr [redacted] does not meet the promotion requirements We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If he needs further assistance, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive 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: Regards, [redacted] *** m I do not accept this I was with in my 14days and wanted to get a different phone and was told multiple times I was not able to it says in there add that it don't matter if it's to small wrong color what ever the issue is you can take it back and get a different device and we were Denied this option everytime we called

August 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms***, stated that recent equipment purchases billed to her account are the result of fraudulent activity Ms [redacted] requested that Sprint cancel the disputed lines of services and adjust all associated equipment charges Sprint has reviewed Ms***’s complaintAccording to our records, in August 2017, our Fraud Management group confirmed that unauthorized equipment purchases were made on Ms***’s account via our website, www.sprint.com Accordingly, Sprint cancelled the fraudulent equipment and the adjustments for the fraudulent charges should be completed within the next billing cycle In addition, Sprint’s Fraud Management group will be monitoring the account for the next two billing cycles for any additional charges associated with the fraudulent activity Ms [redacted] should only remit payment for the itemized balance due for her devices We spoke with Ms [redacted] on August 8, 2017, and relayed the above information to her In addition, Sprint applied a $courtesy credit to Ms***’s account Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

June 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on May 12, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms [redacted] , she states that she has had an unfavorable customer experience while attempting to exchange the equipment on line ending in [redacted] for an iPhone deviceShe states that the agent advised that it would be cheaper to add a second line to the account because the equipment would not require a down paymentShe further states that she was told that she could take advantage of the offer in store, but learned after visiting her local store that the promotion was no longer availableShe states that she wanted to return the equipment and cancel her services, but learned that the device had to be returned to the point of sale and would not be accepted beyond the 14-day Satisfaction Guarantee periodMs [redacted] is requesting to return the Samsung Galaxy Sthat she currently has on the line and be refunded the monies she paid upfront for the equipment We spoke with Ms [redacted] on May 24, 2017, regarding her concernsShe advised that this matter has been resolvedWe have reviewed the account in question and confirmed that line ending in [redacted] currently has an iPhone 128GB device and a second line ending in [redacted] was activated on May 18, 2017, with a 24-month Installment Billing (IB) agreement and no down payment requirementAs a result of this action, this matter has been fully addressed and resolvedWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached 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 TimeSincerely, LaToya [redacted] Executive Services Analyst

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] advised that charges for phone purchases had been applied to his account without his knowledge He contacted Sprint and received information that credits would be issued to offset the charges; however, his service had been interrupted as a result of the charges As a result, he requested that credits be issued to his account We believe that we can reach an amicable resolution with Mr [redacted] and have made several attempts to contact him via the voice and e-mail contact methods included in his inquiry and reflected on his account Unfortunately, our attempts on January 27, January 30, February 8, and February 9, 2017, were unsuccessful In addition, on February 8, 2017, we sent a letter via U.SPostal Service to Mr [redacted] at the address on file We have not had the opportunity to discuss his concerns and authenticate Mr [redacted] 's ability to access the account However, we are pleased to inform you that Mr [redacted] ’s request was fulfilled on January 17, We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

[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:sprint's claim that I agreed to a settlement is and erroneousAsk them for the recording of the phone conversation and you will clearly hear me rejecting their offer.they failed to honor what the customer service rep quoted me as my correct monthly bill during my March conversation The bill was recalculated and was $of which I promptly paidMy next bill came and was screwed up again with additional chargesGetting hold of customer service was extremely difficult as when one calls the toll free # you get stuck in the robo loop having no option to speak with a person.I reject sprints claim of resolution totally Regards, [redacted]

[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:nothing was resolvedno money was credited from the executive rep and they didn’t even set up a payment arrangementsprint sucks and I’m done w your company Regards, B [redacted] G***

September 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Courtney [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry of MsCourtney [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the quoted fair market value payoff amount for the leased device on her account, advising that it is higher than quoted at the original point of sale She requested that we honor the pricing terms based on the device purchase option price noted on her original lease agreement We regret any possible misunderstanding that may have occurred related to Ms***’s device pricing However, we are unable to identify any billing quote errors associated with her account based on her equipment Our records reflect that Ms [redacted] accepted a 18-month equipment lease agreement for her referenced device on January 20, As outlined in that agreement, if she chooses to retain possession of her leased equipment after the satisfaction of her lease terms, we will assess the Device Purchase Option charges to her Sprint account in monthly installments or she may purchase the device at the Fair Market Value During our conversation with Ms [redacted] on September 7, 2017, we explained the details noted above and informed her of the remaining fair market value charge for her device Although we find all charges to be valid, we offered to negotiate the disputed portion of the device Fair Market Value in order to resolve the inquiry to her satisfactionHowever, Ms [redacted] indicated that she did not wish to complete purchase of the devices at this time and no changes were made to her account per her request We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive 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 would just like to add even know this maybe satisfactory it's unacceptable to for your policies to enforce a monthly payment, A deductible , and paying insurance for a phone that is leased and not owned I strongly believe this is entrapment for paying all of this but yet not having the use of your phone I believe that if you should be responsible for your equipment that you lease or sell not someone else You took no accountability for your behaviors or your equipment Regards, [redacted] ***

We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she upgraded to new devices on the Sprint Lease option and she was advised that her monthly bill amount would only increase by $after a $service credit per leased deviceHowever, her invoice amount has increased from $per month to $She is requesting to cancel the lease agreements and to pay the subsidized amount the devices would have cost at the time she upgraded to new devicesAdditionally, she is requesting to have the $Premium Data Acharge removed During our conversation with Ms [redacted] on March 3, 2016, we explained that in our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationWith respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes We regret any misunderstanding that may have occurred regarding our $Premium Data AchargeThe charge assists Sprint in offering simple and affordable unlimited plans for its customers while maintaining a wireless network able to meet the growing appetite for a richer mobile experienceSmartphones are capable of delivering a much richer data experienceAs a result, Smartphone users generally use considerably more data than users of traditional feature phones Sprint notes that the required $Premium data ais clearly and conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase processFor customers who do not want to pay the monthly $Premium Data acharge or do not need a Smartphone, Sprint offers a full range of feature phones (including popular touch screen devices, eco-friendly devices, etc.) that also have access to data and provide a great wireless experience Our records reflect that on May 8, 2015, Ms [redacted] upgraded to new devices on all three phone lines on her account via Sprint’s Leasing program, and agreed to monthly lease payments for each of those devicesSprint’s Leasing program allows customers to purchase an eligible Smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device and the lease payments will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/LeaseFurther, tenured Sprint customers may qualify to receive a monthly $loyalty service credit per lineIn order to qualify for the $service credit you must be on an eligible service planOur records reflect that Ms [redacted] ’s current service plan is eligible to receive $loyalty service credit per line which will offset a portion of the lease charges until the end of her lease agreements We advised Ms [redacted] after further research our records show that due to a system error, her $Loyalty Lease service credit inadvertently did not award on her August through October billsHowever, our records reflect that a manual credit was applied each of those months for the missed systematic creditAlthough we maintain that no credit is due, in an effort to bring amount an amicable resolution to this matter we offered to cancel the lease agreements and reduce the lease cancellation charges to $for one of the phone lines on her account and $per line for the other two phone lines on the account and she can retain the devicesThis offer is valid for a period of days from the date of this responseHowever, we respectfully decline her request to remove the $Premium Data Acharges We regret any inconvenience this matter may have causedIf Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, [redacted] * [redacted] * Executive Services Analyst

March 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was give incorrect information regarding a promotion regarding AAdvantage miles that would not be honored due to the late registration dateMr [redacted] requested to have the AAdvantage miles promotion honored and applied to his AAdvantage account We reached out to Mr [redacted] on March 8, 2017, and confirmed that his AAdvantage miles would be honored and applied by his next balance statement update with AAdvantage We apologized for any inconvenience Mr [redacted] experienced attempting to resolve his concerns We consider this issue resolved and have addressed all the issues Mr [redacted] stated in his complaint We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our Customer Service team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’ feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Standard Time Sincerely, [redacted] Executive Services Analyst

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 [redacted] submitted on June 1, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Ms [redacted] ’ concern According to the information provided, Ms [redacted] ’ expressed her dissatisfaction with an account being established in her name, without her consent Ms [redacted] requested that Sprint review this matter and asked that appropriate action be taken Sprint has reviewed Ms [redacted] ’ complaintOur records indicate that an account was established in Ms [redacted] name on April 1, Our records further indicate that Ms [redacted] contacted our Fraud Management group on March 19, 2017, with regard to this matterAt that time, we were unable to identify any fraudulent activity We spoke with Ms [redacted] on June 22, 2017, and relayed the above information to her During our discussion, Ms [redacted] stated that her sister activated the account in her name without her consent Ms [redacted] stated she will accept responsibility for three lines of service that were activated when the account was established; however, the disputed two lines of service was activated after visiting a local Sprint Retail Store location on April 4, We informed Ms [redacted] that our records indicate that two lines of service were activated on February 6, and March 16, During these sales transactions, devices were purchased via Sprint’s Monthly Installment Billing and Lease programs with our Telesales groupFurthermore, our records indicate that the account was cancelled on March 20, 2017, prior to satisfying the Installment Billing and Lease AgreementsAccordingly, the account was assessed Installment Billing/Lease accelerated cancellation charges as reflected on the April billing statement However, in an effort to satisfactorily resolve this matter, we offered to apply an adjustment to offset the charges generated from the two lines activated on February 6, and March 16, Ms [redacted] accepted our offer As a result, we applied an adjustment of $1,to offset the charges generated for the two lines of service, which includes the Installment Billing/Lease accelerated cancellation charges associated with the respective Installment Billing and Lease Agreements Ms [redacted] is aware she has a remaining balance of $1,138.54, which represents the cancellation charges for the three existing lines of service on her accountMs [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience Ms [redacted] may have experienced regarding this matterIf Ms [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

September 12, 2017Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] and this inquiry was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attentionIn the information provided, Ms [redacted] stated that she received an e-mail from Sprint informing her that she is eligible for a savings of $per line through September for up to two lines of service if she changes her plan to the Unlimited Freedom service plan Ms [redacted] stated that she contacted our Customer Care representatives to take advantage of the savings, but she indicated that she was informed that the savings were not applicable to her account As a result, Ms [redacted] believes her service plan cost should be reduced by $per line until September 30, We regret any possible misunderstanding that may have occurred regarding this matter We attempted to reach Ms [redacted] by phone and email as noted in her complaint on August 30, September and September 11, 2017, and we e-mailed correspondence to the address on file, but we have not been able to speak with her Further, our records indicate that Ms [redacted] spoke with one of our Customer Care representatives on August 22, 2017, who informed her that the service plan on her account is a discounted plan and changing plans even with the discount offered will result in a higher cost Since the service plan that is currently reflected on Ms [redacted] ’s account is a deeply discounted plan, no other discounts will apply Should she still require assistance with this matter, she can contact me by calling the toll-free number belowWe regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concerns Should there be any additional questions or concerns with this issue, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, Bridgette F.Executive Services Analyst

Tell us why here...June 29, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Lori F [redacted] Sprint Account xxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsLori F [redacted] submitted on June 21, We appreciate your assistance in bringing our customer’s concerns to our attention MsFiles’ follfiling expressed her dissatisfaction with the inability to receive a final billing statement from SprintMsF [redacted] stated that she contacted Sprint multiple times and has requested a final billing statement, which she has not receivedAs a result, she requested that Sprint review this matter and provide her with a copy of her final billing statement Sprint has reviewed MsFiles’ complaintAccording to our records on March and of 2017, MsF [redacted] ported-out her lines of service to another wireless service providerOur records further indicate on May 3, 2017, our Customer Care group mailed a copy of her final billing statement to her address on file, at her request We spoke with MsF [redacted] on June 12, 2017, to discuss her concernsAt that time, we updated MsFiles’ billing address and mailed her April billing statementIn addition, our Finance team agreed to place day financial hold on MsFiles’ account, enabling her to remit a payment to satisfy her outstanding account balanceOn June 23, 2017, we mailed MsF [redacted] another copy of her April billing statement Since our initial conversation, we have attempted to follwith MsF [redacted] on June 21, and 28, 2017, to further discuss to her concerns, without successShould MsF [redacted] have any questions and/or concerns pertaining to these matters discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any inconvenience that MsF [redacted] may have experienced while attempting to resolve her concernsIf MsF [redacted] has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services Department toll-free at 1-855-848-extI am available between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

August 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: File Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Mr [redacted] outlines concerns regarding Sprint’s Contract Buyout promotion for an iPhone Plus device from his previous carrier Mr [redacted] states that we was told he would get $for the iPhone Plus device Mr [redacted] reports that he has attempted to address this issue on multiple occasions; however, his concern remains unresolved Mr [redacted] is requesting $We regret any frustration this matter may have caused We spoke with Mr [redacted] on August 17, 2017, and explained the terms and requirements of the Contract Buyout promotion and requested a copy of his previous carrier’s final invoice After a thorough review of Mr [redacted] ’s concern we have made a one-time exception to send a $Visa gift card to the mailing address on fileWe have been unsuccessful in reaching Mr [redacted] to folland advise of the resolution We appreciate Mr [redacted] taking time to provide details of his experienceWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that MrBolwing’s concerns will be forwarded to the appropriate managerial staff for further reviewIf we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central TimeSincerely, Timbre C.Executive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Mr [redacted] to contact your office once again In the additional information provided, Mr [redacted] stated his issue has not been resolved He is requesting that we contact him via email only We sent Mr [redacted] several emails via the e-mail provided, [redacted] @gmail.com on April 21, 24, and 27, 2017, inviting him to contact us to discuss his complaint in detail However, he has not replied back Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We respect Mr***’ request to be contacted in writing; however, we welcome the opportunity to discuss this matter with him personally If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive 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 completeI was not happy with their service in handling this issue and even though they gave me the credit that was due me, their continued attitude was not acceptable to meI spent over hours on the phone waiting for someone to help meThey did concede that I did have documentation that my claim was correct, but continued to inform me repeatedly that I should not have been offered that dealThe deal was offered to me and I upgraded my phone based on the deal that they provided meI feel it is bait and switchThey gave me a receipt and then proceeded to say the price was going to be higher because the receipt price was incorrectWho does that?? I have not have the poor service that I experienced with this problem in the past and was appalled by the way it was handled at every levelI will be shoppingAfter years with them, this may be my last Regards, [redacted]

June 27, 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 above-referenced complaint of Ms [redacted] *** Thank you for forwarding our customers concerns to our attention In her inquiry, Ms [redacted] indicated she is experiencing issues sending text messages She had the software updated on her device but she is still experiencing issues As a result, she is requesting that we review this matter We contacted Ms [redacted] on June 27, 2017, to discuss her text message issue She stated she visited an Apple store, and they were able to resolve the matter and her text messages are sending normal We appreciate Ms [redacted] taking time to provide details of her experience with customer service We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

September 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx*** Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she stated that she purchased a new device and attempted to exchange it for a different model within our initial 30-day satisfaction guarantee Ms [redacted] stated that she ran into difficulties exchanging her device Upon receipt of Ms [redacted] ’s complaint, we reached out to the management team of the store Ms [redacted] previously visited We have been advised that although the device Ms [redacted] is currently on backorder, we will work with her in order to exchange her device once the new one becomes available We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our retail team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review 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 Time Sincerely, Kala C Executive Analyst

February 10, 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 inquiry of *** [redacted] submitted on January 6, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with his attempts to address his equipment concernsMr [redacted] stated that he had upgraded two Samsung Galaxy Note devices and purchased two Samsung Galaxy Note devices, prior to the Samsung Galaxy Note recallDuring the Samsung Galaxy Note recall process, Mr [redacted] stated that he purchased two Samsung Galaxy SEdge devicesUpon cancelling the two Samsung Galaxy Note devices, Mr [redacted] further stated that his account was assessed cancellation fees totaling $1,Furthermore, he stated that he paid the aforementioned charges and requested for Sprint to process a refund check totaling $1,and mail the refund check to his billing address Sprint has reviewed Mr***’s complaintOur records reflect that on October 6, 2016, Mr [redacted] upgraded two, Samsung Galaxy Note devices and purchased two, Samsung Galaxy Note devices associated with phone numbers ending in [redacted] and [redacted] via Sprint’s Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Please be advised that as of September 19, 2016, Sprint secured the ability to assist the manufacturer, Samsung, in exchanging recalled Samsung Galaxy Note devicesSprint has no higher priority than our customers, and customer safety while using our products is synonymous with that prioritySprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Note device and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model at Sprint Retail Store locationsAdditionally, when exchanging the recalled Samsung Galaxy Note device for another device, the re-stocking, Activation and Upgrade Fees would be waivedPlease note that customers may be required to remit another down payment to purchase a new device if they choose to move to a more expensive device; however, a refund of their initial down payment would be providedFurthermore, taxes are not fees and as such customers will have to pay for the taxes on the new deviceThe taxes for the old device will be refunded as a service credit on the account within the next daysOur records reflect that on October 13, 2016, Mr [redacted] exchanged his Samsung Galaxy Note devices and purchased and activated two, Samsung Galaxy SEdge devices associated with phone numbers ending in [redacted] and [redacted] via Sprint’s Monthly Installment Billing programOn October 26, 2016, an adjustment totaling $was applied on his account for his participation in the Samsung Galaxy Note exchange program Furthermore, our records indicate that on December 1, 2016, Mr***’s Monthly Installment Billing Agreements on the Samsung Galaxy Note devices were cancelled on phone numbers ending in [redacted] and ***; resulting, in monthly installment billing cancellation charges totaling $1,533.31, which was reflected on his December invoiceMr***’s monthly recurring charges of $246.96, plus his monthly installment billing cancellation charges totaling $1,533.31; equaled a balance due of $1,780.27, which was reflected on his December invoiceOn December 27, 2016, Sprint processed a payment of $1,780.27, based on his enrollment in Sprint’s Automatic Payment programWe have confirmed on January 18, 2017, Sprint processed a refund totaling $1,to the credit card on file We spoke with Mr [redacted] on February 9, 2017, and relayed the aforementioned information to himMr [redacted] confirmed that he received his refund totaling $1,In an effort to further resolve his account concerns, Sprint applied a one time adjustment totaling $to his account, to offset a portion of his January and February invoicesMr [redacted] has expressed his satisfaction regarding the resolution of his account concernsWe apologize for any inconvenience we may have caused Mr*** We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Mr***’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate Mr***’s feedback If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services Analyst