Sprint Corporation

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, her monthly billing increased prompting her to contact our customer service department for assistance Ms [redacted] indicates that she was informed that her Auto-Pay feature had been canceled resulting in the loss of the $Auto-Pay discount and reinstatement of the $Account Spending Limit (ASL) program charge Ms [redacted] indicates that she never canceled her Auto-Pay and after recently setting the payment method back up, she did not receive the discounts she was promised We regret the circumstances that prompted Ms [redacted] ’s complaint Our records indicate that the Auto-Pay method was canceled in January because Ms [redacted] ’s credit card had expired Ms [redacted] reestablished Auto-Pay on May 2, 2017, and we confirmed that her discounts are reflected on the May 31, 2017, invoice Although the billing increase was not the result of a Sprint error, we applied a $credit to Ms [redacted] ’s account as a goodwill gesture Ms [redacted] confirmed the issue is now resolved We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] - [redacted] Sprint Case [redacted] Sprint account XXXXX*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] - [redacted] expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with billing Ms [redacted] - [redacted] stated that she contacted Sprint in an attempt to have her account reviewed and have her monthly recurring charges reduced, and was advised that she could save approximately $per month by changing to a different service plan She further stated that she was later advised that she was no long eligible to receive promotional credits she had prior to the referenced service plan change As a result, Ms [redacted] - [redacted] requested that she be allowed to upgrade all lines of service on her account without a price increase in her service plan Ms [redacted] - [redacted] was contacted by a member of our escalation team on July 6, At her request, we were able to place her back on her previous service plan and reinstate her loyalty credit She stated that she would visit her local Sprint store to process her upgrade In addition, we applied a $credit to her account to assist with her upgrade We appreciate Ms [redacted] - [redacted] ’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 her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, Ms [redacted] - [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received, Ms [redacted] stated that on September 29, 2016, she placed an order for an iPhone in accordance with a promotional offer to upgrade to the iPhone free when you traded in a qualifying phoneShe stated that the devices were not available anywhere but online and was advised that she could still take advantage of the offer She stated that she received the new phone and activated it on October 25, She stated that she returned her previous iPhone 6S as required for the promotion and the tracking number indicates it was received by Sprint on November 15, She stated that the details of the promotion indicated that it can take up to three billing cycles for the credit to be applied, and when that did not occur, she contacted us and was advised that she would receive a credit adjustment for the previous months and that the recurring credit should appear on her next invoice She stated that she received the credit adjustment however, to date, she is still not receiving the monthly lease credit She stated that the last time she spoke to a representative, she was offered an account credit for the remainder of the lease payments owed on the lease agreement She stated that she declined this offer because of the insurance she gets through her bank, which requires that her cell phone bill must be withdrawn from her bank account for them to provide coverage for her devices In addition, she stated that after adding a new line of service, she is being charged an access fee for that line which is not being waived as it is on the other three lines She is requesting a resolution to these issues We have made multiple attempts to contact Ms [redacted] regarding her concerns We attempted to contact her via telephone and e-mail on April 12, 14, and 19, 2017, advising her we received her inquiry and our need to speak with her directly In addition, a letter was sent to her billing address on April 19, Unfortunately, we have been unable to speak with her directly Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

Tell us why here...May 26, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 5, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the balance reflected on her account, upon the cancellation of her serviceAccording to Ms [redacted] , she contacted our Customer Care group to obtain clarification of the charges assessed on her November billing statement, without successMs [redacted] requested that Sprint review this matter and lower the cost reflected on her account or remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] established an account with Sprint on September 7, At that time, she activated phone line ending in ***Our records further indicate on November 8, 2016, Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider, leaving her account closed with an outstanding account balanceThis balance represents monthly recurring charges and late fees as indicated on the September through November billing statementsSubsequently, her account was forwarded to an outside collections agency on December 3, 2016, due to nonpayment of the outstanding account balanceBased on our review, we are unable to identify any billing errorsAs such, Sprint considers the charges and our actions to collect the debt to be valid In order to ensure a satisfactory and mutually acceptable resolution, we must speak with Ms [redacted] directlyWe have made multiple attempts to reach her regarding her concernsWe attempted to contact her via phone and e-mail on May and of 2017, advising her of our receipt of her complaint and our need to speak with her directlyTherefore, we continued with our contact efforts to Ms [redacted] on May 17, and of 2017, without success Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, 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 accountIn accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-#### ext***I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

August 3, 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 bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences during her attempts to cancel one of her lines of service and to address a billing concern, stating that the service on her line of service ending in [redacted] was not canceled when she initially requestedShe requested that we cancel her line of service ending in [redacted] as well as process a refund for the disputed charges We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our 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 this input to improve our training and processes We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billingUnfortunately, we do not have a record of Ms [redacted] ’s request to cancel the referenced line of service prior to June 2, Ms [redacted] indicated her understanding of our explanation but reiterated that she contacted our Customer Care department to cancel her line of service ending in [redacted] on several occasions without successAs she requested, we canceled that line of service effective August 1, Although the charges are valid, as a one-time courtesy and due to non-airtime usage for the referenced line of service, we applied credits totaling $to Ms [redacted] ’s account to offset the disputed chargesThose credits will be reflected on her next invoice We are pleased that we were able to resolve Ms [redacted] ’s concerns amicablyIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

August 18, 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 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 when she contacts our Customer Care representatives for assistance with her account, she is referred to our web site to access her account online She further indicated that she has difficulty while attempting to access her account online; therefore, her attempts at resolving her concerns have resulted in unfavorable customer service experiences She also stated that she was informed by our representatives that her service plan was recently changed; however, she denies requesting a plan change Ms [redacted] also indicated that her charges have increased by $ As a result, she is requesting assistance with resolving these matters Based on a review of our records, Ms***’ service plan on her account was updated June 22, We communicated with the retail management team of the store she visited on the same day regarding this matter It was determined that Ms [redacted] visited the store to obtain assistance with accessing her account online She also informed our retail representatives that she wanted her number to reflect as the primary number on the account versus her daughter’s line of service In an attempt to accommodate Ms***’ requests, our retail representative changed the phone number ending in [redacted] to a new number ending in [redacted] and updated the service plan to try and flip flop the charge associate with the primary and secondary lines of service Additionally, the number ending in [redacted] is now the primary administrative number on the account As a result of these updates, Ms***’ account incurred $in prorated charges and $as a late fee totaling $ We spoke with Ms [redacted] today, and provided the information above, as well as informed her that we were not able to determine that an additional $in charges were incurred However, in an attempt to resolve her billing concerns, we offered to apply a total $credit to her account today, including the prorated charges, late fee, taxes, surcharges and fees Ms [redacted] accepted the credit, and she also indicated that our retail representatives were able to assist her with accessing her account onlineShe is satisfied We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concerns Should there be any additional questions or concerns with this matter, 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

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’ complaint, she missed a scheduled payment arrangement for July 25, She stated that she contacted us the following day to advise she would be paying the past due balance on her account on July 27, 2017, and was informed that service could not be guaranteed However, after making the payment for the past due balance, she received another notification that her account required an additional payment in order to continue her service and that no other payment arrangement could be made Ms [redacted] is dissatisfied stating she was not informed that her current balance at that time would also become past due and is requesting that Sprint allow her to make payment arrangements for that balance We appreciate Ms [redacted] for taking time to provide details of her recent customer service experienceWe reviewed her account records and note that the total balance due on her account, including past due charges, was due no later than August 26, Unfortunately, with the $payment she submitted on July 27, 2017, we could not guarantee her service and full payment of the past due balance was required Ms [redacted] remitted payment for the remaining balance due on July 28, 2017, and her account is now current We thank Ms [redacted] for being a loyal Sprint customer If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] 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 read sprints last message giving me days to pay....or else This is not a satisfactory response Either way I logged into sprintI am only allowed to pay the amount in full which still shows $This is the continued worst experience I have had with a business It continues to haunt me Regards, [redacted]

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received while attempting to resolve a billing dispute Mr [redacted] stated that an end user, ***, requested to pay off her Samsung Galaxy Note device on April 13, 2016; however, he has continued to receive monthly installment charges for this purchase Our records reflect that Mr [redacted] purchased a Samsung Galaxy Note on October 19, 2015, which was activated on telephone number ending [redacted] via Sprint’s Installment Agreement [redacted] Additionally, our records reflect that Mr [redacted] ’s Sprint account reflected a past due balance for services of $due by April 9, 2016, and we received payments totaling $1,on March 20, and April 18, We are unable to locate an additional payment of $1,for the pay off of Mr [redacted] ’s above-mentioned installment agreement As a result, we are unable to identify any Sprint billing error We attempted to contact Mr [redacted] and Ms [redacted] ***son, an authorized end user, via telephone and e-mail on May 1, 5, 9, and 10, Additionally, on May 5, 2017, we sent a letter to them at Mr [redacted] ’s billing address of record via U.S.P.S inviting Mr [redacted] or Ms***son to contact us to confirm that their issues have been resolvedThey have not responded to our contact attempts; however, based on our review, we believe that their payment concern has been fully addressed We regret any inconvenience these matters may have caused If Mr [redacted] or Ms***son requires additional assistance with these concerns, they 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, Lori KExecutive Services Analyst

Executive & Regulatory ServicesPOBox 169014, Irving, TX September 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: File [redacted] Account XXXXX***, [redacted] [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, a fraudulent Sprint account was established using [redacted] ’s name and social security numberMs [redacted] states that she has notified Sprint of the fraudulent account by submitting a Fraud Packet as well as filing a police report Ms [redacted] further reports that she has not been able to contact Sprint’s Fraud department to confirm that this issue has been resolvedWe completed our investigation and confirmed that fraudulent activity occurred on the referenced Sprint account, which was established in Ms [redacted] ’s name All necessary adjustments have been applied to negate the balance, and the account is closed We also contacted the outside collections agency and advised them to cease all further collection efforts on this account They, in turn, will request that the credit bureaus remove any negative reporting regarding this issue Please allow up to days for completion of this processWe regret that Ms [redacted] was a victim of fraud and further regret any frustration that may have occurred as a result of this matter If Ms [redacted] requires further assistance, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Joyce P.Joyce PettieExecutive 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: We were never given a fair chance to pay our balance before it went to collectionsIt is very "strange" how the creditors were able to get in contact with us, but not sprintSecondly, when I called to reinstate the phone, we were told it would be for 24hours and the phone would turn back offWe were not advised that it would restart the once cancelled installment plans on the phonesAll Sprint has to say is "We don't have records of the calls." Maybe you should record calls so you can give your members correct and complete information Regards, [redacted]

February 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX*** We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service received from our representatives during his attempts to discuss the balance due reflected on his Sprint account, citing that he canceled his equipment order and service on the same day that he established service with SprintHe requested that we process a refund for the cost of the equipment and apply credit to his account to offset the balance that is reflected on his account We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Mr [redacted] ’s original cancellation request and Sprint billingAs we explained during our February 17, 2016, conversation with Mr [redacted] , his account continued to incur charges because his service was not canceled at the time he canceled his equipment orderTherefore, due to any miscommunication that may have been provided to him and due to non-usage during that time that the service was active, we applied credits totaling $to his account to offset the outstanding balanceHis account is now in canceled status with a zero balance, and no additional payment is due In addition, we verified that Mr [redacted] ’s equipment was returned to our warehouseHe disputed his $payment for the cost of the equipment directly with his banking institution; therefore, his credit card should be refunded after his banking institution completes their investigation We are pleased to inform you that Mr [redacted] accepted our resolutionIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, [redacted] 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: I did not agree to an installment for the Samsung GalaxyEdge but was told by the person who sold me the device that I could pay it off early by making a one time full payment at the Sprint counter in the store, or agree to pay it off in a few installments I agreed to purchase the device based on the promise given by the representative that it would improve my service issues, that my Galaxy was out of date and that I could pay it off early to forgo extra monthly payments as I am only working part time and couldn't afford extra monthly payments I was promised that I would be given a Galaxy SEdge gig phone and then bated and switched I was sold a gig phone which has inadequate storage In addition, during this investigation, I was in contact with a corporate executive who informed me that they would submit a ticket for investigation of the coverage in my area to see if other customers were having the same issues I went to several Sprint stores locally and was told by different sales persons at the [redacted] **, Thousand Oaks store on separate occasions that the tower coverage in my area was not good I am very disatisfied with Sprint's lack of customer service, poor follow up with the ticket which was submitted for a service review and for not offerning me money back on my device after promising me a device with 64g, better reception and the payment option to pay it off early at my convenience in cash instore installments I was forced to pay it off over the phone at a time when I was not able to financially and was promised better reception which never happened I would like Sprint to purchase my device for the exact amount that I paid for it because it was supposed to increase my ability to hear and make calls I was baited and switched and my reception is still aweful Regards, [redacted]

April 12, Consumer Specialist Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] S [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Mr [redacted] S [redacted] on behalf of Mr [redacted] submitted March 20, We appreciate the opportunity to address her account concerns According to the information provided, Mr [redacted] stated that he had an unfavorable customer experience while attempting to address his billing concernsMr [redacted] further stated that he received a promotional rate plan offer of $per month for five lines of services as well as $per line for the additional lines However, Sprint has not honored the promotional offer Therefore, Mr [redacted] requested that Sprint review this matter and adjust his 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes According to our records, on February 1, 2017, Mr [redacted] contacted our Customer Care group regarding our Unlimited Freedom promotional offer For a limited time, Customers received Unlimited Freedom Plan Lines 3-Free with active enrollment Sprint’s Automatic Payment program when adding a new account with at least one port-in Unfortunately, Mr [redacted] ’s account is not eligible for the promotional price plan at that time We spoke with Mr [redacted] on April 10, 2017, and relayed the information to him We regret any misunderstanding that may have occurred related to Mr [redacted] ’s eligibility for the promotional rate plan, and therefore, Sprint has agreed to apply a one-time adjustment of $to his account to offset a portion of the monthly balance Mr [redacted] has accepted our offer and is satisfied in Sprint’s effort to address his concern We appreciate Mr [redacted] for taking time to provide 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 that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Mr [redacted] If I can be of further assistance with this matter, Mr [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

August 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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] , submitted on July 27, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s concerns, he states that he changed carriers in May and returned his leased iPhone to his local storeHe states that he received a collection notice from Sprint in June stating that there is a balance due on the accountHe further states that he contacted Sprint and was advised that the equipment had not been received, and he is responsible for the billed chargesMr [redacted] is requesting that the equipment charges be credited to his account and for the balance to be removed from his credit report We spoke with Mr [redacted] on August and 23, 2017, regarding his concernsAfter account review, our office confirmed that we received the iPhone device back in our warehouse on May 10, Based on our findings, we applied a credit of $for leased device purchase cost of the iPhone The current balance on the account is $As a means to a means to an amicable resolution and to bring closure to his concerns, our office sent an RMA kit to the address on file for the airave on line ending in ***We advised that he will receive it in to business daysFurthermore, we set the line to cancel effective September 7, 2017, which is the end of the billing cycleMr [redacted] understands that the past due balance will still incur late fees We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Mr [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 Time Sincerely, LaToyaPLaToya PExecutive 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 meAlthough I feel that something so simple and minor should have never had to come to this level, I appreciate Sprint finally working out what should have happened from the beginning 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:Once again, Sprint is relaying the incorrect information From the representatives to Mr***, to [redacted] D., none of them seem to remember the information they are giving out or what they are promising to their customers I have been dealing with all of this since February and I cannot believe that a business would put their paying customer through so much hassle, all because they provided the incorrect information in the first place [redacted] Dsaid that she offered me the $credit (that I was initially promised by Mr [redacted] for my inconvenience and never received) and that I declined She failed to mention that she offered me this $if I agreed to saying that the case was resolved I do not appreciate being bullied or bribed and if I could report her to someone, I would She also said that I confirmed that I received the $credit, which is not true In my last response, I stated that I only received $and I have all of the messages from Sprint to prove it I actually laughed out loud when I read [redacted] Dsuggest I sign up for Auto Pay to save $a monthThat is insulting - You much be crazy if you think I am going to give Sprint my information to automatically take out whatever they want every month, since the bill is never what I am told I can only imagine how easy it must be to get a refund in that situation It is clear to me that Sprint does not care about their customers or whether they are satisfied; they only care about making money or rather stealing money They should be brought up on fraud charges as judging from all of the complaints on the internet, I am not the only one who is dealing with this situation They changed my plan without my consent and then told me not to worry because it would be cheaper, which was a total lie as it is not cheaper than what I was initially told Maybe Sprint should take all of the money they steal from their customers and train their employees so they ALL have the SAME and CORRECT information It is more than a little frustrating to get different information every time you call with the same question I don't ever see this being resolved as Sprint is unwilling to make good on what they promised That being said, Sprint should let me out of my contract with out any fees or penalties and waive any pending charges on my account as that is the least they could do after all of the stress and anxiety these bills have caused me and for all of the time I have wasted trying to handle this as well as all of the time away from my family due to the overtime I had to work to pay all of these extra charges Sprint doesn't care how much of a hardship they cause their customers, but as I mentioned in my initial complaint, I can't afford a monthly bill that high which is why I NEVER agreed to it Regards, [redacted]

October 3, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , Mary [redacted] *** Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsMary [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she was given incorrect information regarding our cancelation policy She further stated that the call was recorded and that she requested that we listen to call; however, she was advised that she was responsible for the cancelation charges Moreover, Ms [redacted] stated that she has a remaining line of service and requested a credit for her issues We regret any possible misunderstanding that may have occurred regarding Ms***’s billing concern We do not have a record that Ms [redacted] was advised that she could return her device and that her cancelation charges would be credited Our records reflect that prior to canceling line of service ending ***, our representatives advised Ms [redacted] that we were unable to accept the return of her device or credit the cancelation charges after the Sprint 14-day Satisfaction Guarantee time period We spoke with Ms [redacted] on September 26, 2017, and provided the information detailed above She stated that she sold her device to another service provider As a result, returning her device is no longer an option We advised Ms [redacted] that she needed to change her service plan on line of service ending [redacted] because she previously had a shared service plan She agreed to change her service plan, and we changed it to the $Unlimited plan As a gesture of goodwill, and in an effort to reach an amicable resolution, we offered Ms [redacted] a $credit to offset a portion of her monthly service charge Ms [redacted] accepted our offer and was satisfied with resolution We appreciate Ms***’s taking time to provide details of her experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive 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 meHowever, my issue was time sensitive as Sprint's failure originally left me without a phoneI would like it noted that Sprint seemed to drag their feet in contacting me and resolving my issueAlso, in Sprint's response they stated that I cancelled my service days into my billing cycle I had actually cancelled it days prior to that which should have resulted in a larger refund Sprint does not show that I asked for my service to be cancelled during call however and is charging me for the extra daysI am beyond sick of dealing with their terrible customer service and at this point am satisfied enough to just let this goMy account is at a zero balance and I have received my refund from them Thank you for your assistance in this matter 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 [redacted] , and find that this resolution is still unsatisfactory to us but we know that Sprint is not willing to stand by their ads, commercials for a free phone if you buy a phone. The ads are still being aired in like fashion but again, we know they get to do it and get away with false advertising so we are done with this situation. Thank you for all your help and hopefully others will see and know this is NOT the way the ads are being lived up to. Regards, [redacted]