Sprint Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and would like to further clarify on [redacted] responseI did verify the call time made, however, it was more than a misunderstanding on my behalf, but rather an error on the plan assigned when I asked for an international plan for my locationI was given a Japan plan, not Iraq, and no one could explain whyI also should have been able to make those calls without receiving additional charges, and that is why they offered the $credit, and I acceptedI am still upset that I still am not eligible for either of the discounts I used to have, as it always seems that Sprint is finding ways to charge meAlso, after accepting the credit and paying my bill, my service was cancelled on the 15th and I had to text and email in to get my service restored, which was apparently ANOTHER accident their service reps madeWaste of time and energy, over charges constantlySprint is terrible, and I plan to cancel my service once my phone has been paid for, so I do not have a device I cannot use that I owe on Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11492463, and find that this resolution is satisfactory to me 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:I have already paid the upgrade fee of $in store on August 2, or thereabouts.This should be credited to my August bill immediatelyThe fact that Sprint sent $worth of merchandise times to an apartment building, without requesting signature or delivery in hand is negligent at best! I received deliveries all the time, from the USPS and UPS without a hitch! Secondly, I contacted MrTerrence [redacted] numerous times, both by email and by telephoneThe last time I emailed Mr [redacted] was August 1st and have yet to receive an email responseMrTerrence [redacted] called me approximately three to four times, most were minutes before the end of Sprint's business day, and when I called back he was not thereMr [redacted] has not taken this complaint seriously, nor has any other representative from Sprint I have been a customer of Sprint for about years and this is the worst customer service experience I have ever had and I will dissuade all acquaintances from going to Sprint Regards, *** [redacted]

Tell us why hereOctober 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] cited multiple billing concerns, including our posting a payment he remitted toward new device leases to his account balance instead and our assessing data service charges to one of his lines of service that has an older-model device that does not use those services He requested that we correctly apply the equipment payment to his device leases and remove the data charges from the referenced line of service He also requested that we provide compensation for his time spent addressing those concerns We appreciate Mr [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s billingOur records reflect that he upgraded the devices on three of his lines of service on September 10, 2016, at reduced, subsidized pricing with his acceptance of two-year agreements His referenced $payment was required to offset the unpaid balances of his previous device leases We were unable to identify any error on the part of Sprint related to his device billing or payment postingWe also verified that Mr [redacted] ’s referenced line of service is active on our 40GB High Speed Data Share Plan for $per month In addition, that line is also assessed a $per month Phone Access Charge that cannot be waived; however, we are not billing any additional data service charges to that line During our conversations with Mr [redacted] on September and October 7, 2016, we provided the details outlined aboveMr [redacted] indicated his understanding of that information He then inquired about other concerns not related to this inquiry, which we also addressed to his satisfaction We regret any inconvenience these issues may have caused Mr [redacted] If we can be of further assistance regarding these matters, Mr [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 3:p.m., Central TimeSincerely, Minnie SExecutive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO [redacted] Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on Sprint on April 5, We appreciate your assistance in bringing our customers’ concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with being assessed Lease cancellation charges upon returning his devices to a third-party retail store location Mr [redacted] further expressed his dissatisfaction with his account being forwarded to an outside collection agency due to the balance reflected on his Sprint account Mr [redacted] requested that Sprint review this matter, apply an adjustment to his account accordingly and remove all negative reporting from the credit bureaus Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] visited a local Sprint Retail Store location on November 5, At that time, he established phone lines ending in [redacted] and *** In addition, he activated two devices via Sprint’s 24-Month 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/lease Our records further indicate that Mr [redacted] ported-out phone lines ending in [redacted] and [redacted] on August 13, 2015, to another wireless service provider, prior to completing the terms of the 24-Month Lease Agreements; effectively cancelling his account Therefore, Mr [redacted] ’s account was systematically assessed Lease cancellation and Lease Device Purchase Amount charges as indicated on the September billing statement Furthermore, Mr [redacted] ’s account was forwarded to an outside collections agency on November 25, 2015, due to nonpayment of the outstanding account balance Upon further review of our records, we confirmed on April 24, 2017, the devices associated with phone lines ending in [redacted] and [redacted] were returned to a third-party retail store locationTherefore, we applied an adjustment to Mr [redacted] ’s account to offset the Lease Device Purchase Amount charges, leaving him responsible for the Lease cancellation charges as reflected on the aforementioned billing statement In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Mr [redacted] a one-time courtesy adjustment to offset a portion of the Lease cancellation charges as indicated on the September billing statement Upon receipt of payment for the remaining balance due, we would notify the outside collections agency to report this inquiry as paid in full to the credit bureausWe attempted to contact Mr [redacted] via phone and e-mail on April 6, and of 2017, and mailed a letter to the address on file on April 14, 2017, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we have not received a return call from Mr [redacted] Therefore, we continued with our contact efforts to Mr [redacted] on April and of 2017, to relay the aforementioned information and resolution to him, without successShould Mr [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response 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 Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If I can be of further assistance, Mr [redacted] may contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-#### Ext*** I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Hakima W HWebb 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: Regards, Mladen M*** Hello, I am so disappointed to hear this kind of answerAs I stated before it was Sprint sales representative that told me about promotion and misled me that it is going to be appliedI saw promotion when buying new phone for my wife and was reassured by representative in the store that I can still get it even couple of days laterI wasn't aware of the same day purchase since Sprint representative didn't mention that in our conversationI was thinking about it and when I came back that representative said it is still going to be appliedI didn't think of it any further at that time Also in my conversation with you the other day you mentioned that you would give me my money back if I still had account with you but because I don't you can'tYou offered to me to have it transferred to some friends account that is in Sprint networkNow in this letter you didn't mention that at allSprint has send me gift cards before for referring friends I don't see way that can't be done again Best regards Mladen M***

Good afternoon,After many hours and days on the phone with many different representative, the issue was resolvedMy account was credited the appropriate amountThe complaint can be closed.Thank you, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Hello I would like to reopen case # [redacted] . I received an email regarding our prior case, but did not reply in time to dispute Sprint's offer to resolve the case. I believe their offer is unfair for what Sprint's store manager quoted us at the time. I also believe that Chanda L (Executive Service Analyst) was unprofessional and one sided to what she could do to help resolve this issue.I want to receive the offer that was quoted to us at the time by the Burley, ID store manager. Regards, Cristina R***

June 2, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom... It May Concern: Sprint is in receipt of the above-mentioned complaint of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] states that he visited the store to activate two devices on March 22, 2017. Because of service issues, he states that he cancelled service on March 28, 2017, within the Sprint return policy timeframe. He states he returned the two devices on March 30, 2017, and was charged a restocking fee of $70. He further states he was informed that he would be refunded $69.02 for the activation fees within two weeks. Subsequent to his service termination and returning his devices, he states his account was assessed charges totaling $1,436.74. He also states he did not receive his refund for the activation fees. As a result, he is requesting that he be refunded for both the activation and restocking fees for cancelling service within the return timeframe. He also request that the account be removed from collections and would like an explanation as to why this happened. We spoke with Mr. [redacted] on May 23 and June 2, 2017, regarding his account billing and refund concerns. During our discussions, we advised him that the cancelled account is finalized and reflects a zero balance. We also confirmed that he received his refund in the amount of $69.02 for the activation fees and will received an additional refund for $70 within three to five days for the restocking fees. Mr. [redacted] stated that he accepted our handling of the matter and did not require any further assistance. Accordingly, Sprint considers this matter fully addressed and resolved. We regret any inconvenience this matter has caused Mr. [redacted] and the delay of his refund. We appreciate Mr. [redacted] for taking the time to provide us with the details of his customer service experience. We are continually striving 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 review. If Mr. [redacted] needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:15 a.m. to 4:15 p.m., Central Time. Sincerely, Alethea B. Executive Services Analyst

November 2, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] on the behalf of J [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced... complaint of [redacted] submitted on October 24, 2016. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr. [redacted] expressed his dissatisfaction with the level of customer service he received from Sprint, while attempting to resolve his billing concerns. Mr. [redacted] further expressed his dissatisfaction with the inability to receive a credit of $699, after he returned the iPhone 7 device to Sprint. Mr. [redacted] requested that Sprint review this matter, and adjust his account accordingly. Sprint has reviewed Mr. [redacted] ’s complaint. Our records reflect that Mr. [redacted] established services with Sprint by porting-in phone numbers ending in ***, ***, and [redacted] on August 4, 2016, and activated devices via Sprint’s Leasing program. Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the 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/lease. After further review of our records, Mr. [redacted] contacted Sprint on September 15, 2016, with the intent of upgrading his iPhone 6s Gray 16GB device to an iPhone 7 Silver 32GB device. Mr. [redacted] successfully upgraded his device associated with phone number ending in [redacted] and returned his iPhone 6s Gray 16GB device via Sprint’s Giveback program. However, Mr. [redacted] elected to continue to utilize his original device, the iPhone 6s instead of the iPhone 7 32GB device. Therefore, he contacted the local Sprint Retail Store location to return the above device. On October 10, 2016, Mr. [redacted] contacted Sprint with regards to the charges assessed to his account. In response to his billing concerns, he was advised that due to the cancellation of the Lease Agreement associated with the iPhone 7 Silver 32GB device, his account was assessed Lease cancellation charges. At that time, Mr. [redacted] advised that he returned the device on September 29, 2016, and Sprint representatives confirmed via the UPS tracking number provided by Mr. [redacted] , that we received the above device on October 3, 2016, in our Returns warehouse. As such, the charges related to the cancellation of the Lease Agreement associated with phone number ending in [redacted] were adjusted accordingly on October 12, 2016, after verification of the receipt of iPhone 7 Silver 32GB device in good working condition. We spoke with Mr. [redacted] on October 27, 2016, to discuss his concern in detail and relayed the aforementioned information to him. During our conversation, we confirmed with Mr. [redacted] that his concerns were previously addressed and resolved to his satisfaction. However, Mr. [redacted] expressed his expressed concerns with the length of time his account issues were resolved. We appreciate Mr. [redacted] taking time to provide details of his experience with Sprint. 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. To provide closure for this matter, Sprint offered a one-time courtesy adjustment of $35.16 to his account to offset the monthly recurring charges as reflected on Mr. [redacted] ’s October 7, 2016 billing statement. Mr. [redacted] accepted our offer and confirmed he considers the matter resolved. We apologize for 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 ###-###-####. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. Executive Services Analyst

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 refund is acceptable resolution. 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: When we signed up with Sprint the company gave us promotions that contradict itselfWe were offered the upgrade every year plan at an additional charge with the companyIf we were told that these promotions would cancel each other out we wouldn't pay more for the upgrade every year planAt this point what we are asking is to be let out of our leases so that we can go to a more competent companyWe have received horrible customer service as well as non ethical business practices with Sprint Regards, Daniel [redacted]

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] 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 customer’s concern to our attention In her inquiry, Ms [redacted] states that she had three phone lines and decided to visit the Sprint store to inquire about cancelling service At that time, she states that she was informed to contact our Customer Service department and that she would be required to turn in the leased devices listed on her account During her discussions with the customer service representative, Ms [redacted] states that she was assured that all three lines would be disconnected on April 10, 2017, the last day of her bill cycle Ms [redacted] further states that she transferred phone lines ending in [redacted] and [redacted] to a new carrier and proceeded to returned the lease devices at the store However, states that she was advised that the devices could not be returned at the locationTherefore, she contacted our Customer Service department and requested a return kit for the devices Also, during her time at the store, she asked if her account was documented for disconnection of service at the end of bill cycle She learned that the account was not documented and was still active As a result, Ms [redacted] would like to assured that she is not billed beyond April 10, 2017, the date that she requested cancellation of service She also requests that phone line ending in [redacted] be disconnected Please be advised that we corresponded with Ms [redacted] via e-mail regarding her account concern We regret any inconvenience this matter has caused her We confirmed that her service was cancelled on April 12, 2017, and that her account was assessed $towards the April billing statement; however, we applied credits totaling $to offset these charges With this credit, the cancelled account reflects a balance of $and represents the previous month’s charges for $towards the March billing statement (billing period dated March through April 10, 2017) The balance also includes a $charge for the lease cancellation fee and purchase price for the non-return Samsung Galaxy Sfor line ending in *** Ms [redacted] responded to our e-mail and thanked us for the update and stated that she has received her return package and will return her leased device Upon receipt of the device, she will receive an account credit to offset her purchase price/end of lease (EOL) charge We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can reach me toll-free at ###-###-####, extension #### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive 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 12225960, and find that this resolution is satisfactory to me Regards, [redacted]

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 30, 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] ’s concern According to the information received, Ms [redacted] expressed her dissatisfaction with her price plan being updated upon the completion of her device upgrade Mr [redacted] requested that Sprint review this matter and take the appropriate action Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that Ms [redacted] completed an upgrade associated with phone number ending in ***, by purchasing an Alcatel 4044T device at subsidized pricing Please note that customers who are on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized device Customers with subsidized devices may be subject to a higher monthly rate when moving to certain plans Further information can be viewed on www.sprint.com/upgrade As a result, Ms [redacted] ’s price plan was changed from our Fair & Flexible Anytime minute plan to our $2GB plan $with Auto Pay We spoke with Ms [redacted] on June 5, 2017, and relayed the above information to her During our call, Ms [redacted] informed us that she will port-out her phone number ending in [redacted] to another wireless service provider In response, we informed Ms [redacted] upon porting-out the above referenced phone number to another wireless service provider, we have agreed to apply an adjustment of $plus applicable taxes to offset her Early Termination Fee Ms [redacted] agreed with our resolution In addition, we spoke with Ms [redacted] again on June 7, 2017, and she has agreed to return her Alcatel 4044T device to Sprint’s Returns warehouse due to her inability to return the above-referenced device to the original point of sale As such, we sent Ms [redacted] a return kit to her address on file to facilitate the return of Alcatel 4044T deviceUpon receipt of the return of the above-referenced device we have agreed to apply a credit of $to her account to offset the purchase price of the above-referenced device As of today, we have confirmed that Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider, prior to fulfilling the terms of her two-year Service Agreement Accordingly, we applied an adjustment of $to offset the Early Termination, including taxes This adjustment will appear Ms [redacted] ’s June 16, billing statementMs [redacted] expressed her satisfaction with Sprint’s efforts in resolving her account concerns 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 at the Executive and Regulatory Services Department at ###-###-####, ext., [redacted] Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

August 21, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxxx [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 this concern to our attention In her filling, Ms [redacted] expressed her dissatisfaction with receiving inconsistent information provided with regard to the pay-off balance of her leased device She also stated that she did not receive the full amount of account credit offered to her during a recent interaction with our representatives and described unfavorable customer experiences while attempting to address those concerns She requested that we provide a refund due to her trouble and stress related to her reported issues We regret any misunderstanding that may have occurred related to Ms***’s device pay-off amount Our records reflect that Ms [redacted] accepted an 18-month lease agreement for her referenced device on February 6, As outlined in that lease agreement, which she signed, the estimated Device Purchase Option price for her device, if she elects to purchase it after satisfying her lease term, is $ Ms [redacted] also has the option of returning the device to Sprint in undamaged and good working condition after her lease is satisfied to prevent being assessed that charges During our conversation with Ms [redacted] on August 18, 2017, we provided the information outlined above We also explained that the Fair Market Value (FMV) of her leased device could not be per-determined at the time her lease was accepted; therefore that value was estimated However, we also identified that the FMV of her device, upon the fulfillment of her lease term, was $207.66, including applicable taxes Although we have been unable to identify any error on the part of Sprint related to Ms***’s device lease or account billing or credits, we confirmed that our representatives previously applied a $credit to her account as a courtesy during a recent interaction with her regarding this matter We then offered an additional one-time credit of $to match the credit amount noted in her inquiry Ms [redacted] accepted our offer, and we applied the credit as agreed, leaving her account with an adjusted balance due of $ Ms [redacted] confirmed her satisfaction with our resolution 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 that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these matters If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Despite the explanation there was no resolution to the matterI was told that the executive director of sales would contact me of which he did and I requested a call back and did not receive oneThe respondent was exceptionally rude with no offer to a resolution to the issue and when asked to speak with someone else was told there was no one elseI was less than pleased with the response as it had no resolution other than an apologyLaToya continues to state that a refund was made however I have not received any documentation reflected in my account that it was applied however she stated that she sees it notedI have been extremely displeased with my sprint services and my bill is now higher than it was before for a billing error that sprint made again with no resolutionI refuse to speak with LaToya as she has not offered any resolution other than an inconsiderate apology Regards, [redacted] ***

August 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] indicated that the account holder, Ms [redacted] , experienced unsatisfactory customer service from our Retail and Care representatives in her attempt to escalate a replacement for her device Mr [redacted] requested that Ms [redacted] receive compensation for not being able to use the service and time she spent attempting to resolve this matter Our records reflect that Mr [redacted] ’s dispute involves mobile number xxx-xxx-***, which subscribes to Sprint’s Total Equipment Protection option for its LG Gdevice All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost effective way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Because mobile number ending [redacted] subscribes to Sprint Total Equipment Protection (TEP), if the problem with the LG Gis covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Each subsequent visit to a Sprint service and repair center will assess a $charge per visit, if her device requires repair or replacement within a rolling 12-month period If the problem with the LG Gassociated with mobile number ending [redacted] 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 between $up to a $200, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at [redacted] In addition, should the device require replacement through either the ESRP or the ERP portion of TEP; the replacement would be a reconditioned device of same model and manufacturer Our records reflect that on August 19, 2016, Ms [redacted] visited a Sprint Service & Repair center regarding her LG Gexperiencing hardware issues including the screen going black and that it would not power on, with no action taken On August 20, 2016, she visited a different Service & Repair location for assistance, and was advised that a replacement could be ordered for her with a commitment of 3-days to receive Due to personal time constraints, Ms [redacted] was not satisfied with the turn around time to receive her replacement and contacted our Customer Care department that same day for further assistance Regrettably, the attempts to resolve Ms [redacted] ’s concerns were not satisfactory, and her dissatisfaction and concerns were forwarded to Customer Care’s Management team for further review Our records reflect that our Care Management team spoke with Ms [redacted] on August 20, 22, and 23, 2016, regarding her equipment dispute In an effort to resolve her concerns, a credit of $was offered and applied on August 22, 2016, to offset any down payment required for Ms [redacted] to upgrade to a new device On August 23, 2016, the eligibility to upgrade to a new device for mobile number ending [redacted] was updated from August 9, 2017, to August 1, 2016, was completed Our records reflect that on August 24, 2016, Ms [redacted] visited a retail location and turned in the defective LG Gand cancelled its lease, without being assessed Early Termination Fees Further, Ms [redacted] upgraded to a LG Stylo through a 24-month installment agreement, and paid $for taxes and its Activation fee We spoke with Ms [redacted] on August 24, 2016, and the information outlined above was explained and confirmed by her We appreciate Ms [redacted] ’s providing details of her experience with our Retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We further appreciate the opportunity to service Ms [redacted] ’s wireless needs Our Terms and Conditions of Service state that we are not required to provide compensation to our customers in an effort to resolve the concerns that are brought to our attention However, due to Ms [redacted] ’s unusual circumstance and her overall experience with our Retail and Customer Care representatives, we offered an additional $service credit, which was accepted We regret any inconvenience these matters may have caused If we can be of any further assistance with these concerns, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Wednesday and Friday between 7:a.mand 3:p.m., Central Time Sincerely, Linda WExecutive Services Analyst

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that on April 21, 2017, he made a down payment towards an iPhone Plus, however, he requested to cancel the order and did not receive the device Further, he stated that he has not received a refund for the $down payment he made During our discussion with Mr [redacted] on July 5, 2017, we advised him that our records reflect that he made a down payment of $for an iPhone Plus, however, after the order was processed he requested to cancel the order We advised him that a credit of $was applied to his account on May 22, 2017, and we processed a refund for $back to the credit card used to make the down paymentFurther, we advised Mr [redacted] that he should allow to business days for the refund to be processed Mr [redacted] accepted the offer and is satisfied with the resolution We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further reviewWe regret any inconvenience this matter may have caused If I may be of further assistance with this matter, Mr [redacted] can 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

[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: As I explained to [redacted] at SprintBy the way, [redacted] is my step-father which the account is under so stop referring to him as Msanyway, I was at work at the time I returned her call so he was not with me when she asked to speak to himWhat I don't understand is if they want to verify his account with him by using a phone password/pin but we already told them he doesn't remember it and we're told that is the only way they can access his accountBack in February when I was on the phone with a Sprint representative [redacted] was with me and because he could not answer the password/pin they refused to help us because of itWhen [redacted] asked me that very same question to verify his phone password/pin I about lost itI told her he doesn't remember it and that we need to figure something else out because he cannot remember what it is and why should I even bother telling her what the street he grew up on because that is not what is in the systemShe continued to tell me to give it to her anyway, so I did and of course it was not in her systemShe went on to explain that without it or speaking to [redacted] Sprint will not be able to grant access to his accountBoth [redacted] and my Mom are so over dealing with Sprint that they refuse to talk to anyoneThey rather just leave it be, but I don't think that is fair to themAfter several attempts of paying their final bill which was sent to different collection agencies, [redacted] just paid the bill again just so they stop sending collection lettersI also told [redacted] that they better not receive another bill because they do not owe them anymore money and they don't have any ties to SprintIf they do, I will hire a lawyer to file a grievanceI also told her that I will be in Kansas City in August and that I will go there in peeson to speak to one one regarding this matterI want to talk to a supervisor or whoever is in charge explaining how frustrating this process has been Regards, [redacted] ***