Sprint Corporation

July 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] D [redacted] - [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] - [redacted] We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] - [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve her billing concernsMs [redacted] - [redacted] stated that she purchased a tablet and was also offered a free handsetShe was advised that the monthly bill would be $a month but when she received her bill it was almost $due to being billed for devices she thought were free She stated that she made several attempts to resolve the issue with no successMs [redacted] - [redacted] ported-out four lines and canceled the remaining two stating that she was unable to afford the billMs [redacted] - [redacted] also stated that she was advised that she owe over $due to her canceling service We spoke with Ms [redacted] - [redacted] on July 7, 2017, and during our discussion, she advised that she canceled service due to her unresolved billing concernsDue to the cancellation of the account, Ms [redacted] - [redacted] has been billed accelerated charges for equipment that were currently under Installment and Lease Agreements, which have not reached their term To address this matter, we offered to waive the accelerated charges with the return of the equipmentHowever, Ms [redacted] - [redacted] advised that she no longer has the Sprint devices as she turned them into her new service provider in return for reward cardsWe also discussed her concern regarding negative credit reportingWe informed her that a payment would need to be made to prevent any collection activityMs [redacted] - [redacted] stated that once she receives her reward cads she will make a payment We regret any inconvenience this matter may have caused Ms [redacted] - [redacted] and appreciate her feedback and input If we can be of further assistance, Ms [redacted] - [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, Michael G 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, [redacted] ***Have not received anything in the mail from sprint!!

April 28, 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: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] disputes service charges reflected on her cancelled account She requests that the matter be reviewed Based on the information received from Ms [redacted] she also states that she had an unfavorable customer experience while attempting to address her concerns During our discussion with Ms [redacted] on April 27, 2017, we advised her that the service charges assessed on her cancelled account are consistent with the service plan we have on file As a result, we determined that the charges are valid and payable to Sprint However, because of any possible misunderstanding regarding her account balance, and to reach an amicable resolution regarding her concern, we advised Ms [redacted] that we applied a $account credit to offset the final month of service charges assessed, including taxes, applicable fees and surcharges We also advised her that we requested a $refund to be applied to the credit card reflected on the account Please allow business days for the refund to be processed Ms [redacted] stated that her concern was resolved We appreciate Mr [redacted] for taking the time to provide us with the details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes Should Ms [redacted] need further assistance in regard to this matter, I can be contacted 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, Patricia SExecutive Services Analyst

The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed dissatisfaction with his attempt to address his Caller I.DconcernsMr [redacted] indicated that after multiple calls to Customer Care his Caller I.Dhas not been updated to reflect his daughter’s name We apologize for any inconvenience Mr [redacted] may have experienced as a result of this issueFurther, we have opened a network ticket to update the Caller I.Don phone number ending to the name he indicated in his inquiryWe attempted to contact Mr [redacted] at the telephone number and email address provided in his inquiry on March 2, 8, and March 9, 2016, and mailed a letter to the address on file; however, we have not received a response to our contact attempts We regret any inconvenience this matter has caused Mr [redacted] We welcome the opportunity to further assist in addressing Mr [redacted] ’s concerns and ask that he contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that a $device buyback credit offered on his old device was not honored He stated that he was charged $after he switched his service from Sprint He requested to receive the $account buyback credit that he states he was offered 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 pricingEffective September 19, 2014, Sprint launched the Sprint Lease program, an option that 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 device With 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/leaseUpon account review, our records reflect on May 15, 2017, a credit of $was applied to the account to honor the device buyback credit As a result, the account is closed and reflects a balance due of $ Our record show that the account balance is due to the unfulfilled device lease commitment Subsequently, we spoke with Mr [redacted] on May 31, 2017, and he confirmed that his concern has been resolved to his satisfaction We regret any inconvenience this matter may have caused Mr [redacted] If he would like to further discuss this matter, he can contact me directly by calling our office toll-free at ###-###-####, extension *** I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

Tell us why here...October 3, 2016 Consumer Specialist Kansas City RevDex.com 8080 Ward Pkwy, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: This is in response to the letter received by our organization on September 29, 2016, regarding Mr. [redacted] . We would like to thank you for the opportunity to respond. We at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important. Mr. [redacted] ’s filing expressed his dissatisfaction with the previous response provided. Mr. [redacted] further expressed his dissatisfaction with the increase of the Phone Access fee associated with his account. Mr. [redacted] stated that he purchased a device at discounted pricing in exchange for a two-year Service Agreement and he was not properly informed about the increase in the Phone Access fee at the time of purchase. Mr. [redacted] requested that Sprint review this matter and remove the additional $25 Phone Access fee from his account and apply an adjustment to offset the additional Phone Access fee. Sprint has reviewed Mr. [redacted] ’s complaint. As stated in our initial response, according to our records on September 9, 2016, Mr. [redacted] purchased a device at a discounted pricing in exchange for a two-year Service Agreement. Please note that Mr. [redacted] is assessed an additional $20 Phone Access Fee on his current rate plan, due to purchasing discounted equipment. The Phone Access fee is disclosed in the plans Terms and Conditions of Services, which can be viewed on www.sprint.com. Furthermore, we were unable to confirm if Mr. [redacted] was informed that he would not be assessed this fee. Upon review of his account, we confirmed on September 11, 2016, our Customer Care group removed the additional $25 Phone Access fee from Mr. [redacted] ’s account. On September 22, 2016, the Phone Access Fee was increased to $45. We spoke with Mr. [redacted] on September 30, 2016, to discuss his account concerns in detail. At the time, Mr. [redacted] accepted a one time credit of $600 to his account to offset a portion of the Phone Access Fees. During that call, Mr. [redacted] confirmed that his account concerns were addressed and did not require further assistance. We apologize for any inconvenience this matter may have caused Mr. [redacted] . If Mr. [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-#### ext. ***. I am available Monday through Friday between the hours of 8 a.m. and 4 p.m., Eastern Time. Sincerely, Cheryl S. Executive and Regulatory Analyst

... Executive & Regulatory Services P.O. Box 169014 Irving, TX 75016 May 2, 2017 RevDex.com 8080 Ward Parkway Kansas City, MO 64114 Re: BBB Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her complaint, Ms. [redacted] stated that she was informed she would not be charged an Early Termination Fee (ETF) if she canceled her line of service ending ***. Therefore, she is requesting that we waive the ETF assessed to her account. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with Ms. [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaint. We have reviewed Ms. ***’s account and it appears that this issue may be resolved. Our records reflect that the disputed ETF has been adjusted. We attempted to contact Ms. [redacted] by telephone and e-mail on April 17 and 27, 2017, to confirm that her issue has been resolved. Unfortunately, we were unable to reach her. We look forward to speaking with Ms. [redacted] and encourage her to contact us at her earliest convenience if her issue remains unresolved. We regret any inconvenience this matter may have caused. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 9:30 a.m. and 5:30 p.m., Central Time. Sincerely, Terrence M. Executive Services Analyst

[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: as usual sprint does not except the problem I never said that I was upset with my bill because it was too high. I said they CONTINUALLY bill me incorrectly and it takes months to fix. Also I never received a letter from sprint. I did receive a. Email from [redacted] which I reply to and have had no reply from him I will be happy to forward this to the BBB Regards, [redacted]

April 18, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [redacted] , [redacted] Sprint Account xxxxx***... Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms. [redacted] our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms. [redacted] indicates that she cancelled the service on her account and that she continues to receive invoices for remaining charges assessed to the account. As a result, she requests that Sprint cease from sending her invoices and credit her balance. During our discussion with Ms. [redacted] , we advised her that the $28.68 balance reflected on her account is valid and payable to Sprint. However, to reach an amicable resolution, we applied a $28.68 credit to offset final charges reflected on the account. The account is now in final status and reflects a zero balance. Ms. [redacted] stated that her concern was resolved. Should Ms. [redacted] need further assistance in regard to this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, [redacted] S. Executive Services Analyst

[When I spoke with John he stated that the plan that the rep put us on was not even available at the time of our sale was put into effect and either were any of the perks we mentioned, he was very aloofIt is very clear to us that the rep sold us on a plan that wasn't available yet and a bunch of perks that weren't available yet and now is having difficulty covering for his mistakesJohn stated on the phone he was going to follow up with these two reps (Michael and Robert) at the store and get back to me and he never did thatHe also refused to give me the District manager contact info and said he would do that on my accountI told him since he was calling me a liar I did not want to speak with him any further due to his lack of customer service and I wanted to speak with someone else, he has refused all further contact until today in this response.I just received the notice today from [redacted] LLC for the TMOBILE phone Sprint has when we converted service, Sprint assured us they would pay it off and never didMichael requested Tmobile bill, we have now sent that bill to Michael, Robert and now JohnNot one person has followed upThat TMOBILE bill is now in collections due to Sprint negligence, the bill is attached up above.Since nothing that any of the Sprint reps have stated have have actually been the truth and rep that we are dealing with at the corporate office is extremely unprofessional, we want out of our contract immediatelySince Sprint has this phone in their possession and we have mailed in/left with the bill to numerous reps now, it needs to be taken care of in full and off my credit ASAP.I will not just wash my hands of this fiasco as it has cost us way too much money with Sprints reps deceit and unprofessionalismWe did save the receipts from Sprint stating the phone would be paid off 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] ***

February 17, 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] expressed his dissatisfaction with the level of customer service he received from our Sales and Customer Care representatives, stating that when he inquired about establishing service with Sprint, he was quoted a rate plan that would total $a month for five lines of service, and that he would only be required to pay $as down payment for the equipments’ taxesHowever, Mr [redacted] stated that when he followed up the next day to complete the porting in of his five lines of service, he was advised that he would be required to pay $for the equipments’ applicable taxes and activation feesMr [redacted] requested a refund for the misinformation provided to him We regret any possible misunderstanding that may have occurred related to our rate plans and promotional offersWe work diligently to ensure that information provided by our staff and included on our website and in our brochures is accurate and contains material that will allow customers to make informed decisions regarding Sprint services and productsWe have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide Our records reflect that Mr [redacted] contacted our Telesales department on January 22, 2017, to establish service for five lines of serviceSubsequently, our records reflect that Mr [redacted] contacted our Telesales department on January 23, 2017, and discussed with us rate plans and promotions that were being offeredWith Mr [redacted] ’s agreement, four new lines of service were established on January 24, 2017, and one line of service ported in from another service provider on January 28, Our records reflect that the lines of service were activated with devices that were both purchased through 18-month and 24-month installment agreements and 18-month lease agreementsFurther, our records reflect that the account was established with our “Cut Your Rate in Half” promotional offer for 40GB Data shared with unlimited talk and text for $a month, plus $Phone Access Charge per lines of service, and applicable taxes and feesThis promotional price plan offer is good through January 31, Our review of Mr [redacted] ’s promotional price plan, along with his equipment charges reflected his total monthly billing to be $before applicable taxes and fees Subsequently, our records reflect that Mr [redacted] contacted our Customer Care department on January 28, 2017, disputing his account’s billing and that his total monthly charges was too highIn an effort to resolve his billing concerns, our records reflect the “Cut Your Rate in Half” promotional offer was cancelled and updated to our Sprint Unlimited Freedom with $Discount with Auto Pay to be effective that same dayThis rate plan offers unlimited talk, text, and data at $for the first line of service, $for the second line of service, and $each for lines three through fiveAn additional $discount per line of service is applied if the account is enrolled in our recurring automatic payment programOur review of Mr [redacted] ’s price plan, Sprint Unlimited Freedom, along with his equipment charges reflects his total monthly billing will be $before applicable taxes and fees During our February 15, 2017, conversation with Mr [redacted] , we explained the information outlined aboveMr [redacted] reiterated that when he established his account, he was quoted a rate of $a month, that his five activation fees that were assessed would be waived, and that he was offered a promotion to receive two iPhone SE devices for free as he activated two iPhone 7Plus devicesWe agreed to review Mr [redacted] ’s account further with the additional information he provided During our February 16, 2017, follow up conversation with Mr [redacted] , we advised him that the regrettably, his two iPhone SE devices at no cost were not eligible as the iPhone 7Plus devices were not included in the promotional offerWhile Sprint does not reflect any billing error on our part related to Mr [redacted] ’s price plan and equipment charges, in an effort to demonstrate our commitment to excellence, we agreed to cancel the two installment agreements associated with the iPhone SE devices as satisfiedIn a further effort to resolve Mr [redacted] ’s billing dispute, we applied $in credits to offset the five activation fees that were assessed to his account and we updated his price plan back to the “Cut Your Rate in Half” promotional offer effective February 24, We reiterated to Mr [redacted] that this promotional offer is good through January 31, Our review of Mr [redacted] ’s price plan with the changes and his confirmation of enrollment in the recurring automatic payment program, reflects his total monthly billing will be around $before applicable taxes and feesMr [redacted] expressed his satisfaction with our resolution We appreciate Mr [redacted] taking time to provide details of his experience with our Telesales and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize his inquiry to improve our sales and customer service training and processes We regret any frustration this matter may have caused but are pleased that we were able to resolve Mr [redacted] ’s billing concerns satisfactorilyIf he has any further questions regarding the actions taken to resolve his concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday and Wednesday through Friday, between 7:and 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

From: [redacted] < [redacted] [redacted] [email protected]>Date: Thu, Jun 18, at 9:AMSubject: Revdex.com complaint # [redacted] To: [email protected] concern was addressed and I was very satisfied w/ the resultSincerely, [redacted] N [redacted] , Esq

[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, Susan [redacted]

Ms [redacted] ’s filing expressed her dissatisfaction with the level of customer service she received while attempting to resolve the charges that were assessed on two separate Sprint accountsAccording to Ms [redacted] , she cancelled service on account number ending in [redacted] and returned her devices due to the lack of coverage in her home service area of [redacted] **However, her account reflects an outstanding balance of $Furthermore, Ms [redacted] expressed her dissatisfaction with the charges assessed on account number ending in Ms [redacted] stated that she was quoted a specific monthly service charge; however, her invoice reflected a balance that was higher than the quoted priceAs such, she discontinued the use of services and returned the JBL Speaker and Tablet device to the Sprint storeHowever, she continued to incur chargesMs [redacted] requested that Sprint review this matter and adjust her account accordingly We are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and her concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Ms [redacted] ’s complaint regarding account number ending We regret that the service in Ms [redacted] ’s local calling area has fallen short of her expectationsWe informed Ms [redacted] that we constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersWe have confirmed that Ms [redacted] service area of Medford, OR is located within our “Best” coverage area Please be advised that account number ending in [redacted] was activated on November 27, 2015, with phone numbers ending in [redacted] and ***However, due the network issues Ms [redacted] was experiencing; she requested to cancel her accountTherefore, on December 7, 2015, a return kit was mailed to Ms [redacted] ’s address on file and on December 22, 2015, her account was cancelledFurthermore, we confirmed that her devices were received at our Returns warehouse on December 22, In an effort to amicably resolve this matter, an adjustment of $was applied to the account on February 25, 2016, to offset the account balance reflected on the December 31, In regards to account number ending in 3014; please note that account was activated on February 21, 2012, with phone number ending in Our records show that Ms [redacted] upgraded the aforementioned phone number on December 29, 2013, via our Monthly Installment programSprint’s Monthly Installment is a device financing program that offers flexibility for eligible customers who meet specific criteria to purchase equipment with a variable down payment, depending on the device, and agree to monthly installment payments for the devicesPlease be advised that the aforementioned device was cancelled on September 9, As a result, the account was assessed a Monthly Installment cancellation charge of $as reflected on the September invoice Furthermore, phone number ending in was activated on December 29, 2013, on the $Unlimited, My Way plan plus $unlimited 3G/4G data and phone number ending in was activated on a Tablet device, which was placed on the $3G/4G Tablet planPlease be advised that the account was cancelled on September 9, We have confirmed that there was no usage on phone number ending in for the period of January through September In an effort to amicably resolve this matter, as a courtesy we applied a total adjustment of $to offset the Early Termination Fees reflected on the September 24, invoice and also the monthly service charges for phone number ending in for the period of January 25, through September 9, Currently, the account is closed with an outstanding balance of $ We contacted Ms [redacted] on March 1, 2016, and advised her of our findings and resolutionsMs [redacted] accepted our offer and confirmed she has no further issuesWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter

February 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing her billing concerns to our attention In the information provided, Ms [redacted] expresses her dissatisfaction with the level of customer service provided by our representatives during her attempts to get clarification regarding the charges reflected on her December billing statementShe is also requesting that Sprint allow her to set up a payment arrangement for the past due balances on her account due to her customer service experience We contacted Ms [redacted] on February 13, 2017, to discuss her billing inquiry During our discussion with her, Ms [redacted] advised that her billing issues have been addressed; however, she has been unsuccessful at getting Sprint to allow her to set up a payment arrangement We reviewed Ms [redacted] ’s December billing statement and confirmed that she was billed correctly based on the service plan on her account Although we were unable to identify a Sprint billing error, in an effort to reach an amicable resolution, and bring closure to this matter, we applied credits totaling $to Ms [redacted] ’s account on February 13, 2017, to offset the pro-rated service charges incurred In regards to Ms [redacted] ’s payment arrangement request, we advised her that the payment arrangements provided to her in previous months have been a courtesy on our part and unfortunately the requirement at this time is that we collect the entire past due balance As per our Terms and Conditions of Services, we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit or non-payment towards a past due balance Currently, her account is forty four days past due with a $past due balance which represents monthly service charges, taxes and surcharges We have confirmed there are no billings errors associated with her account and consider the charges to be validThis matter has also been reviewed by our Finance management team Please be advised that multiple calls to Sprint support groups, Customer Care, Sprint Retail, or our Executive teams requesting additional arrangements will be met with the same response Ms [redacted] states she understands and will be making a payment on February 24, 2017, to bring her account current It is our goal to provide world-class customer service and resolve all matters brought to our attention We trust that the information discussed herein provides clarity regarding Sprint’s position to continue servicing her wireless needs Ms [redacted] can make payments using our website: www.sprint.com, dialing *3, or visiting or Sprint Zone application We appreciate Ms [redacted] for taking time to provide us with the details of her customer service experience, as we are continually striving to improve the quality of service provided to our customers Please be assured that Sprint has no higher priority than its customers The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success If further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

August 30, 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 complaint of Ms***- [redacted] on behalf of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she was advised by a sales representative that she will need to purchase accessories in order to receive any discounts on services Ms [redacted] advised that she attempted to return the devices and expressed her dissatisfaction with her experience at our store Upon receipt of Ms [redacted] ’s complaint, we reached out to the Sprint store and a member of management contacted Ms [redacted] Due to any possible misunderstanding, we accepted the return of the previously-referenced accessories We appreciate Ms [redacted] for 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 Ms [redacted] has any further questions regarding this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

December 21, 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 We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that based on television advertisements for a promotion offer to buy one get one free Galaxy S7, he made the decision to open an account with Sprint He stated that he visited a retail location and to lease his devices, however, when he received his first invoice, it did not reflect the buy one get one free offer He stated he returned to the point of sale, and was advised that the promotion had ended when he purchased the devices He is requesting to return the devices and cancel his service Our Marketing Department works diligently to ensure that our website, brochures and marketing materials are accurate and contain the information that will allow customers to make informed decisions regarding Sprint service We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide 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 We spoke to Mr [redacted] ***’s, an authorized user on the account, on December 15, 2016, and provided him with the above-referenced information We apologized for any misunderstanding that may have occurred at the point of sale In an effort to reach an amicable resolution, a lump sum credit in the amount of $was applied to his account on December 20, This is equal to the retail cost of one of the Samsung Galaxy S7’s We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

July 7, 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 [redacted] submitted on June 19, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] ’s stated that she had an unfavorable customer service experience while attempting to address her account concernMs [redacted] stated that she has made a payment on her account and requested proof of payment However, Ms [redacted] was unsuccessful in obtaining this information Therefore, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaint According to our records, on June 19, 2017, Ms [redacted] remitted a payment of $to satisfy her account balance via Sprint.com on-line servicesThe payment appears on her June billing statement We spoke with Ms [redacted] on July 3, 2017, and relayed the aforementioned information to her In addition, we informed Ms [redacted] that her account is currently active with lines of service Ms [redacted] has expressed her understanding and satisfaction in Sprint effort to address her concern We appreciate Ms [redacted] taking the time to provide us with her feedback regarding our Customer Care group 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 review If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Romualdo F 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, [redacted] I am rejecting half of this response because this does not deal with my total complaintMy complaint involved my billing, my phone being hacked and the way customer service treated meI have called the assigned individual for this case for awhile and was unable to speak with him tooHowever, I finally got a hold of himI spoke with him and he said he would send months of my bills I have received the bills and have been looking over themI will call him back the next time he is in the office, which won't be until TuesdayWhat about my phone being hackedI'm still getting strange things going on with my phoneI keep getting a call from some praviate caller from [redacted] what is thisPlease help me

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers concerns to our attention According to the information provided, Ms [redacted] stated that when she acquired service with Sprint, she was presented with a promotion that offered a monthly service credit of $for each of the three LG Stylo devices that she purchased via 24-month Installment Billing (IB) Agreements She states that upon receipt her bill the expected service credits were not received Ms [redacted] states that although she has contacted the store where she purchased service, the issue has not been resolved Ms [redacted] is requesting account credit to offset the monthly installments for the devices We reviewed Ms***’s account and determined that the purchase of the devices was outside of the time frame for the Free LG Stylo promotional offer, therefore the credit will not award to the account systematicallyDue to any misunderstanding and as a one-time courtesy, we have applied service credits totaling $to Ms***’s account to offset the device installments that will bill to the account throughout the 24-month Installment Billing Agreements We spoke with Ms [redacted] on May 2, 2017, and explained the above We also advised that her next invoice will include a service credit balance Ms [redacted] states that these actions have resolved her complaint Although Ms***’s account reflects a credit balance for service, she is required to remit payment of $per month for the device installments as the credits applied will apply only to service and not equipment Currently, the account has a service credit balance of $233.06; however a payment of $is required for the past due equipment balance If we can be of further assistance, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext *** I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland [redacted] *Executive Services Analyst