Sprint Corporation

December 22, 2015 [redacted] RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms. ***: Sprint is in receipt of the above-referenced inquiry of Mr. ***... [redacted] . We appreciate your assistance in bringing Mr. [redacted] 's concerns to our attention. In the information received, Mr. [redacted] indicated that Sprint failed to facilitate the manufacturer's warranty related to a known defect with his LG G4 device. He requested that we replace his device and to update his contractual obligation with us to reflect satisfied due to this dissatisfaction with the level of customer service provided by our retail and technical representatives. We regret any difficulty Mr. [redacted] may have experienced with the performance of his referenced device and that he is dissatisfied with the level of service provided by our service teams. However, all new Sprint devices come with a one-year manufacturer’s warranty limited to manufacturer’s defect. Warranty guidelines provide that, upon determination of a manufacturer’s defect and the device still being within the limited one-year manufacturer warranty period, customers can send defective devices directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Customers are responsible for shipping costs and may incur additional costs if the manufacturer determines that the device issue is not covered by their warranty. Further details regarding the terms of the manufacturer’s warranty is available on the respective manufacturers’ websites and in device user’s guides. During our December 17, 2015, discussion with Mr. [redacted] , we explained the information outlined above. We also informed him that, based on that information and our technician identifying moisture damage in his malfunctioning device, we must respectfully decline his equipment replacement request. However, as a demonstration of our commitment to excellence, we offered to apply a $100 credit to his Sprint account to offset a portion of his monthly service charges due to the length of time taken to address his concerns. Mr. [redacted] indicated his understanding of our position and accepted our offer as satisfactory resolution to this concern. We regret any inconvenience this matter may have caused Mr. [redacted] . If we can be of any further assistance in this issue, you or Mr. [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext. [redacted] and referencing case [redacted] . I am available from 8 a.m. to 4 p.m., Central Time, Monday through Friday. Sincerely, Stan S. Executive Services Analyst

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11422718, [redacted] Nicole [redacted] Account XXXXX Case To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with her LG G Flex wireless device being replaced multiple times with reconditioned equipment that also experienced defects She also noted that she was sent an LG Flex in order to replace her LG G Flex; however, despite her advising that this was not an acceptable replacement, she was advised that in order to get a new device of a different model, she would have to return her current device and pay $to satisfy the remaining lease installments before making a new purchase Therefore, she requested to be provided with different brand of device with all of the features and specifications of her original LG G Flex wireless device at no cost We spoke with Ms [redacted] on May XX, 2016, and reached a mutual resolution for her concerns During that discussion we explained that the Total Equipment Protection (TEP) option that she subscribes to provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device in addition to the provisions covered under the limited one-year manufacturer’s warranty Therefore, if a problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, it will be repaired or replaced with a reconditioned device of the same or like model dependent upon availability at no charge at a Sprint service and repair center for the first two visits However, we would not be able to guarantee the model that would be sent as a replacement Each subsequent visit to a Sprint service and repair center will be charged at a rate of $25, if her device requires repair or replacement within a rolling 12-month period If a 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 $deductible is required at claim approval for the replacement, which would also be a reconditioned device of like or similar model dependent upon availability Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep After confirming Ms [redacted] was aware of the information above, we agreed to remove the remaining lease installment payments contingent upon the return of her LG G Flex device and the LG G Flex device that was sent as a replacement but never activatedAdditionally, we updated her account to allow her to purchase the device of her choice immediately Ms [redacted] confirmed this to be a satisfactory resolutionWe advised Ms [redacted] that we regret any inconvenience that this matter may have caused If I may be of further assistance with this matter, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at 1-855-848-ext I am available Monday through Friday, from a.mto p.m., Central TimeSincerely, Clara CExecutive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case #12243101, [redacted] Sprint Account #xxxxx Sprint Case # To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on July 10, We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the monthly installment billing charges associated with phone line ending in in association with Sprint’s Samsung Galaxy Note Buy-One-Get-One promotionMs [redacted] stated that upon participating in the above promotional offer, she should receive promotional monthly service credits to offset the cost of the Samsung Galaxy SEdge device Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published 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 Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that Ms [redacted] upgraded the device associated with phone line ending in on November 1, 2016, with intent to participate in Samsung’s Buy-One-Get-One (BOGO) promotion via Sprint’s 24-Month Installment billing program We regret any miscommunication that Ms [redacted] may have received regarding Sprint’s Samsung Galaxy Note (BOGO) promotional offerPlease note effective August 19, 2016, customers who purchase a Samsung Galaxy Note device via Sprint’s Monthly Installment Billing program s will receive a Samsung Galaxy Sor SEdge device free via a monthly service creditCustomers will be billed for both devices and will receive a monthly service credit for either the Samsung Galaxy Sor SEdge device on their billing statementsRegrettably, Ms [redacted] ’s phone line ending in was ineligible to participate in the BOGO promotion due to the price plan selected at the time of activationAs such, we are unable to identify any errors on Sprint’s partHowever, between the time period of February through May 2017, we applied a credit of $to her account, as courtesy to resolve this matter We spoke with Ms [redacted] on July 20, 2017, and relayed the aforementioned informationIn addition, we provided Ms [redacted] with a breakdown of monthly recurring charges in association with phone lines ending in 8545, 7475, and 4962, which totals, $per month including taxes Ms [redacted] acknowledged the information that was relayed to her and did not have any further concerns We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 1, 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 [redacted] , regarding our previous response dated July 26, The original complaint was served on Sprint on July 16, We regret the circumstances that led Mr [redacted] to contact your office againWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with our prior response regarding an unfavorable customer service experience he had while attempting to address a billing concernIn Mr [redacted] ’s initial filing, he expressed his dissatisfaction with prorated charges reflected on his July billing statement, after he elected to update his price plan in the middle of his billing cycle for services with SprintUpon review of Mr [redacted] ’s follow up filing, he has expressed his concern with Sprint no longer appreciating his businessMr [redacted] requested that Sprint review this matter and reconsider our previously provided resolution and provide him with greater compensation as an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintAs stated in our prior response, we regret any confusion that Mr [redacted] may have experienced regarding the billing dates reflected on his billing statementAs outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advanceIn our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We spoke with Mr [redacted] on July 17, 2017, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, we advised Mr [redacted] that as a result of electing to update his price plan from Sprint’s Seasonal Standby plan to Sprint’s GB Better Choice plan with Unlimited Data at 2G speeds on June 24, 2017, there were prorated charges for the remaining billing cycle through July 9, 2017, as well as the customary month in advance reflected on his July billing statementAlthough, Sprint sustains no further credit is due, in order to provide an amicable resolution and closure to this matter, we offered a one time courtesy adjustment in the amount of $10.67, which Mr [redacted] accepted as a satisfactory resolutionMr [redacted] confirmed his understanding with the aforesaid relayed information and that he had no further concern Upon receiving Mr [redacted] ’s follow up filing, we spoke with him July 31, 2017, to further discuss his account concern in detail and reiterated the aforementioned information and resolution, which remains unchangedWhile we regret that Mr [redacted] may view this adjustment as a paltry sum, it was derived from the prorated charges being disputed on his July billing statementSprint appreciates Mr [redacted] ’s business; however, per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve their concerns that are brought to our attention We received a follcall from Mr [redacted] on July 31, 2017, to further discuss his account concernsDuring our conversation, we confirmed that Mr [redacted] had no further questions regarding the validity of the prorated chargesMr [redacted] confirmed his understanding with the information previously relayed to him during our conversation on July 17, 2017; however, he believes the credit offered was inadequate due to the lack of information available to him when he elected to initially place his phone line on Sprint’s Seasonal Standby planWe advised that we sincerely regret any misunderstanding; however, Sprint’s billing practices are conveyed publicly in various resources not limited to but including Sprint.comConsequently, we advised Mr [redacted] that we are prepared to offer an additional one time courtesy adjustment in the amount of $to provide closure to this matterMr [redacted] accepted our offer and confirmed his understandingWe explained that due to his conveyed understanding of Sprint’s billing practices, we are confident that his 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 We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The company is doing the right thing; however, I am saddened that after having been a Sprint customer from roughly until and having had a steadfast history as a reliable customer, Sprint's resolution is not to take, at least some, ownership of the error I have tried for years to resolve the matter directly with Sprint and their credit collectorsI am very grateful to the Revdex.com and it's ability to be an impartial mediator in matters such as these Regards, [redacted]

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Heidi W [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms Heidi W*** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, MsW [redacted] expressed her dissatisfaction with the functionality of her Airave device She also stated that the replacement Airave she received did not resolve her concerns and that she has not received the booster device that was mentioned as a possible resolution We regret any difficulty MsW [redacted] may have experienced with the use of her Airave devices and Sprint services Unfortunately, our attempts to contact MsW [redacted] via telephone and e-mail on September 12, 15, and 19, 2017, to discuss her reported concerns were unsuccessful We also sent a letter to MsW [redacted] at the address provided in her inquiry on September 19, 2017, acknowledging our receipt of her inquiry and inviting her to contact us directly in order to verify her account security information and provide additional details to aid in our review To date, we have not received any contact from MsW*** We believe that we can fully address MsW***’s reported concerns, and we look forward to having the opportunity to do soAs such, if we can be of further assistance with these matters, she can contact me by calling our Executive and Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [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 According to the information provided, Ms [redacted] stated that she is not satisfied with the level of coverage in her home area As a result, Ms [redacted] is requesting that we improve the service coverage in her area Sprint has reviewed Ms [redacted] ’ complaint and notes that, our Engineering department investigated her coverage concerns and confirmed that Sprint provides “best” coverage in the referenced area Additionally, our records reflect that her subscription has substantial usage each month Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures We would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We attempted to contact Ms [redacted] at the telephone number provided in her inquiry on May 22, 24, and June 2, 2017, and mailed a letter to the address on file; however, we have not received a response to our contact attempts We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account Ms [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts us If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive 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 Regards, [redacted] - [redacted]

April 11, 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 March 29, 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 billing concernsMr [redacted] further stated that upon activating his account in June 2016, he visited a Sprint Retail Store location and was advised that upon activating his account at the Sprint Retail Store location, he would receive an adjustment of $50, per line of service within days of activationAdditionally, he stated that Sprint advised him that his Activation Fee charges would be waivedAs such, Mr [redacted] requested that Sprint review these matters, apply an adjustment totaling $and adjust his initial Activation Fee charges Sprint has reviewed Mr***’s complaintOur records reflect that on June 9, 2016, the account holder, Mr [redacted] portphone numbers ending in [redacted] and [redacted] and purchased and activated two, iPhone 6s devices via Sprint’s Lease and Buy-One-Get-One (BOGO) promotional programsPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease Furthermore, as per Mr***’s signed Service and Lease Agreements on June 9, 2016, phone numbers ending in [redacted] and [redacted] were enrolled in the iPhone BOGO promotion and 50% competitor planPlease note that the iPhone BOGO promotion was available to new and existing customers that purchased iPhone 6s devices via a new line of service or upgradeCustomers would pay the monthly Lease or Monthly Installment Billing charge on one device and receive a monthly service credit for the second device, based on the length of the selected termOur records reflect that Mr [redacted] was receiving the $BOGO promotional credit as reflected on his billing statements Additionally, please be advised that effective November 20, 2015, customers porting in from select wireless carriers may be eligible to participate in the 50% off competitor planTo participate in the 50% off competitor plan, qualified customers must poa new line of service to Sprint during the promotional period, with non-discounted equipment with a $monthly adjustment, per line upon enrollment in our Automatic Payment programThis special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets until December 31, Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage of $per gigabyteFor more information about Sprint’s 50% off competitor plan promotion, please visit www.sprint.com/halfpriceAs such, his June through March billing statements reflect that his price plan indicated that he was charged for our 50% off competitor plan for $for the shared Data, plus $12.50, per line for unlimited Talk and Text and $for the BOGO leased devices; equaling $76.39, plus taxes, fees and Surcharges We regret any possible misunderstanding that may have occurred related to the activation of Mr***’s account on June 9, However, please be advised that Mr***’s signed Service and Lease Agreements do not reflect a promise or agreement to receive two, $adjustments or waiver of his Activation Fee charges totaling $Based on a review of the aforementioned information, we were unable to confirm any sales related billing errors We spoke with Mr [redacted] on April 11, 2017, and relayed the aforementioned information to himIn an effort to further resolve his account concerns, Sprint applied a one time adjustment totaling $160, to offset a portion of his January through March billing statementsAs such, the adjustment will be reflected on his next billing statementMr [redacted] has expressed his satisfaction regarding the resolution of his account concerns We regret any inconvenience this matter may have caused Mr***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

March 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the unresolved network connectivity issues in areas where he relies on wireless communication Mr [redacted] requested that we correct the network connectivity issues in his home area, and not require payment from him due to no service We confirmed that Mr***’s billing address is within our network footprint We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers However, it is important to note that coverage and quality of services can be affected by circumstances beyond our control and that we cannot guarantee coverage at any location at all times We spoke with Mr [redacted] on February 26, 2018, and explained the information outlined above and informed him that we would forward his service report to our network teams for further review Mr [redacted] stated that he has had his devices examined at one of our service and repair centers and was informed that the devices are working properlyWe thanked Mr [redacted] for his patience and continued business Mr [redacted] indicated his satisfaction with our response so far Unfortunately, our network team’s attempts to contact Mr [redacted] via telephone and SMS text on March and 17, 2018, to discuss his reported concerns in detail were unsuccessful To date, we have not yet received any response from him We regret any inconvenience these issues may have caused Mr*** If we can be of further assistance with these concerns, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

Tell us why here...September 13, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on August 16, We appreciate your assistance in bringing our customer’s concern to our attention In Mr***’s filing, he stated he contacted our Customer Care team to add a phone line to his accountAt the time, Mr [redacted] stated he was offered a plan for $for the primary line and $for the second line with an iPhone for $and the second iPhone at no cost for monthsMr [redacted] stated the service plan was not added and his attempts to resolve this matter with our Customer Care team have been unsuccessfulAs a result, he is requesting assistance with this matter According to our records, on August 10, 2017, Mr [redacted] upgraded phone line ending in [redacted] and activated phone line ending in [redacted] via Sprint’s Lease during the Lease One iPhone 32GB Get One (LOGO) promotionPlease note for a limited time, a promotional offer was available, for customers who lease an iPhone 32GB via Sprint Lease Agreement will get the second iPhone lease on us after monthly service credit, with approved creditThe credit will be applied within two to three billing statementsAt that time, Mr***‘s account was set up on the unlimited Freedom plan for $per month for the primary phone line and $for the second line On August 30, 2017, our customer Care changed the service plan on Mr***’s account to the Unlimited Freedom with Automatic payment; the primary line is $per month, the second line is $ and receive $discount per phone line if the customer enroll in Automatic paymentBased on our account review, we were confirmed that Mr [redacted] was offered the Unlimited Freedom plan for$ per month for the primary line and $for the second line To resolve this matter, on September 6, 2017, we updated Mr***’s service plan to the Unlimited Freedom Special plan for $for the primary phone line and $for the second phone line effective September 22, Mr [redacted] will receive a $discount per phone line due to his enrollment in automatic paymentWe contacted Mr [redacted] on September 13, 2017, and informed him the service plan was changed We apologize for any inconvenience this may have caused Mr***If he has any questions concerning the issues discussed herein, Mr [redacted] may contact me by calling the Executive & Regulatory Services department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX May 26, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance with bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated that he accepted an offer for a free phone, but was unaware it was associated with a Lease Agreement He never received credit for the lease charges, until a recent $credit was applied to his account to offset a portion of the lease charges assessed to his account Mr [redacted] has requested an additional $credit to offset the remaining lease charges He also requested compensation or a free Samsung Galaxy Sdevice After a review, we have canceled the associated Lease Agreement Therefore, Mr [redacted] ’s account will not reflect the lease charges Thus, additional credits are not warranted Also, we are unable to comply with Mr [redacted] ’s request for compensation or a free device If I can be of any further assistance regarding this matter, I can contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext [redacted] so that we may fully address her concerns I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, [redacted] MExecutive Services Analyst

April 18, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, Estate of [redacted] F [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] filed on behalf of the estate of his mother, Ms [redacted] F [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] cited his dissatisfaction with the length of taken to cancel Ms [redacted] ’s Sprint services and provide an accurate final invoice for her account, although he has remitted the documentation required to support his timely requests that her account be closedHe requested that we close the noted account, provide a final invoice, and assist with the return of equipment, if requiredWe regret any difficulty Mr [redacted] may have experienced during his attempts to address the status of his mother’s Sprint account During our April 14, 2017, conversations with Mr [redacted] , we confirmed that we received the documentation required to honor his service cancellation and account update requests on March 29, 2017, and that Ms [redacted] ’s Sprint account was closed effective that date We also advised that her account balance was satisfied as uncollectable, based on the information he provided and that a prepaid shipping kit was mailed to the billing address of record on her account to facilitate the required return of the equipment associated with Ms [redacted] ’s closed Sprint account Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfactionWe appreciate Mr [redacted] ’s taking time to provide details of his experiences with our Customer Care representatives We are continually striving to improve the quality of service we provide Please be assured that we value such feedback and will utilize this input to improve our training and processesOn behalf of Sprint, I offer condolences to Mr [redacted] for his loss If we can be of further assistance with these matters, he 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 TimeSincerely, Lori K.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: I do not know how to pay equipment charges if the balance do reflects $And also the total bill was deducted from my credit of $shouldnt the amount deducted be minus the equipment chargesInstructions are unclear Regards, Jonathan P***

August 15, 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 above-referenced complaint filed by Ms [redacted] We appreciate the opportunity to address her account concerns In her complaint, Ms [redacted] states that she believes she was misinformed regarding receiving a replacement iPhone deviceShe also expressed her dissatisfaction with the level of customer service she has received As a result, Ms [redacted] cancelled her account and is requesting that Sprint send her a package to return her iPhone device In discussing these matters with Ms [redacted] on August 15, 2017, we thanked her for providing us with the details of her experiences We advised her that we are seeking ways to improve the quality of service provided to our customers We expressed our sincere apology for the level of service she received and for any miscommunication regarding her account and device replacement options On August 15, 2017, we sent Ms [redacted] a return label to facilitate the return of her iPhone deviceAfter the equipment is received in our warehouse, we will apply a credit to her account to offset the disputed charges The above-referenced account will remain in “escalated status” with our office until August 31, 2017, to allow sufficient time for the equipment to be received in our warehouse If I can be of further assistance regarding this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

January 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx3069, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he fulfilled his lease agreements on his Samsung Galaxy Sand Galaxy Note devices He paid the end of the lease purchase price for the devices Further, he requested to have the devices unlocked to use with a different carrier He stated that although he paid the end of lease purchase price for the devices, we have failed to unlock the device As a result, he is requesting that we unlock his device During our conversation with Mr [redacted] on December 26, 2017, we informed him that unlocking a device is a general term that refers to one or more types of device unlocking Master Subsidy Lock (MSL) unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the Subscriber Identity Module (SIM) slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at sprint.com/unlock Sprint will unlock a device under the following circumstances: · Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options · The associated account is in good standing · The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked · The device has been active on the Sprint network, currently or in the past, for a minimum of daysWe confirmed that Mr***’s Samsung Galaxy Sand Galaxy Note associated with phone numbers ending and are not eligible for unlocking due to the device are not Domestic SIM Unlock capable Additionally, we advised Mr [redacted] that we must respectfully decline his request to refund the purchase price of the devicesWe appreciate Mr***’s taking the time to provide us with his feedback regarding our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further reviewIf I may be of further assistance regarding this matter, Mr [redacted] can reach me by calling Sprint Executive & Regulatory Services department toll-free at 1-844-282-extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tobias T.Executive Services Analyst

September 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Ms [redacted] We regret the circumstances that led Ms [redacted] to contact your office again According to Ms [redacted] ’s follinquiry, she states that she has no information regarding the account that is showing up on her credit reportMs [redacted] is requesting that Sprint no longer contact her regarding this matterWe spoke with Ms [redacted] on August 29, 2017, and September 1, 2017, regarding her concernsOur office was able to locate the account in question using additional information that she providedWe partnered with our internal Fraud department for further investigationBased upon the investigation conducted by our Fraud department, we were unable to confirm any fraudulent activity As such, we determined the balance to be valid and Ms [redacted] remains liableWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [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 TimeSincerely,LaToyaP LaToya P Executive Services Analyst

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers concerns’ to our attention In the information provided, Ms [redacted] stated that she purchased an iPad Pro and was advised she would receive a recurring $credit toward the cost of the device for months Ms [redacted] indicated that the credit has not reflected on her invoices, and her attempts to resolve this matter have resulted in unfavorable customer service experiences Based on a review of our records, we determined that Ms [redacted] initially purchased an iPad Air 32GB device, on October 26, 2016, and there was a promotion for this device applicable from May 13, to March 9, 2017, consisting of a $credit towards the cost of the device for monthsMs [redacted] qualified for this promotion; however, two days later, October 28, 2016, within the Satisfaction Guarantee trial period, she changed her tablet to the iPad Pro 32GB device, and this device is not included in the above-referenced promotion However, our records indicate that our representatives informed Ms [redacted] that she would receive the promotion; however, systematic recurring credits will not apply since the device is not included in the promotion Therefore, to bring full closure to this matter, we applied a lump sum $credit to Ms [redacted] ’s account on July 25, We spoke with Ms [redacted] on the same day, and she expressed her satisfaction with the resolution We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter 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 Time Sincerely, Bridgette FExecutive Services Analyst

May 2, 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 complaint of Mr [redacted] submitted on April 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concerns Specifically, Mr [redacted] has indicated his inability to receive the Buy One, Get One (BOGO) credits that was promised to him upon purchasing his devicesMr [redacted] requested that Sprint review this matter, honor the Buy One, Get One promotional offer and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on April 25, 2017, and resolved his concerns to his satisfaction During that conversation, he was informed that on August 14, 2016, upon activating phone lines ending in [redacted] and ***, and purchasing two iPhone 6s Plus devices via Sprint’s Installment Billing program; the purchased equipment was not eligible to receive the monthly credits for the iPhone 6s Buy One, Get One (BOGO) credits since the BOGO promotion for his iPhone 6s Plus devices expired on August 11, Therefore, we were unable to apply the monthly iPhone 6s BOGO promotional credits systematically to his account To satisfactorily resolve this matter, Mr [redacted] accepted an offer of a one-time adjustment of $to his account to offset the monthly installment billing charge associated with the iPhone 6s Plus device on phone line ending in ***, for the months remaining on his 24-month Installment Billing AgreementMr [redacted] acknowledged his understanding of the resolution provided and we applied the adjustment to his account on May 1, 2017, accordingly We appreciate Mr [redacted] for taking the time to provide us with details of his experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any frustration this matter may have caused Mr [redacted] 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 Time Sincerely, Hakima W Executive Services Analyst

The issue with Sprint has been resolved However It is still on my credit reportwhich I would like to have it removed [redacted] ***