Sprint Corporation

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

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

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I do need however a billing statement showing a break down of the charges for $as soon as possible as those phone fee's would be covered by the new carrier once I submit to them a final bill Regards, [redacted]

June 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 13, We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the terms of Sprint’s Leasing program as well as Sprint’s equipment protection optionsMr [redacted] requested that Sprint review this matter and provide him with a replacement device at no cost for phone number ending in *** Effective 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 deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease All new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Mr [redacted] subscribes to our TEP option on her phone number ending in ***If the problem with Mr [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep After further review, our records reflect that Mr [redacted] spoke with our Customer Care department regarding his deviceMr [redacted] was advised that he may visit a local Authorized Sprint Service and Repair Center location or an Apple Retail Store location to have his iPhone device, registered to phone number ending in ***, diagnosed by a Retail Store technicianHowever, Mr [redacted] remained dissatisfied and requested that Sprint replace his devices at no cost We spoke with Mr [redacted] , an authorized user on the account of [redacted] , on June 15, to discuss his concern in detail and relay the aforementioned informationDuring our conversation, we advised that our records reflect that a replacement device was ordered on June 14, and was scheduled to arrive on June 15, by end of day according to UPSSprint would like to point out that due to certain device specifications not all devices can be replaced with exception and that all options with which to pursue assistance with a possibly malfunctioning device included under the provisions of the limited one-year manufacturer’s warranty and the terms of Sprint’s TEP are the exclusive remedies which may be guaranteedMr [redacted] expressed that he understood the information relayed to him and will await the shipment of the device and follow the instructions detailed within the arranged exchange We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and will utilize his input to improve our training and processes 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 a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

August 15, 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that in May 2017, he switched to Sprint as a result of our Switch to Sprint promotional offer Mr [redacted] stated that he was advised by our retail team that the registration for this promotion was taken care of; however he stated that he never received his Visa Prepaid Card As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract Buyout Eligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included Customer is responsible for paying their previous provider During our conversation with Mr [redacted] , we advised that we were unable to confirm receipt of his registration for our Switch to Sprint promotional offer We advised him that he can upload the required documentation at www.sprint.com/joinsprint Mr [redacted] stated that he does not have a computer and only wanted to deal with his local retail team We reached out to the store management team who confirmed that they spoke with Mr [redacted] We have been advised that Mr [redacted] will receive a $gift card directly from the store for the Switch to Sprint promotional offer The store management team is working directly with Mr [redacted] to fully resolve his concerns If Mr [redacted] has any further questions regarding this matter, he 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

February 14, 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 inquiry filed with your office by Ms [redacted] and we appreciate the opportunity to address her concerns In her inquiry, Ms [redacted] states that her checking account was charged for two payments in October 2016, resulting in insufficient funds She further advises that she received a refund for the second payment; however, another payment was debited from her checking account, and she was assessed additional insufficient funds Additionally, she advises that her account was charged $for a damaged phone in January 2017, which she advises was paid in full to a retail store when she returned the phone Because of these issues, Ms [redacted] is requesting that we address these matters, and in addition, provide her with a couple months of service at no charge Our records reflect that Ms [redacted] accessed her online account at www.sprint.com on October 2, 2016, and remitted a $payment At this time, she had automatic payment set-up; therefore, her checking account was charged again on October 19, 2016, for $ Because of this overpayment, we processed a refund for the second payment on October 24, Our records reflect that Ms [redacted] ’s account was billed $on December 6, 2016, for a device that was returned and associated with a lease Beginning November 15, 2015, some lease customers who upgraded or canceled, and turned in a leased device, may have received an account level credit greater than what was due upon return confirmation Therefore, adjustment reversals were applied to correct these charges Because of any possible misunderstanding regarding this matter, and to bring closure to this dispute, we applied credits totaling $to her account on January 31, We appreciate Ms [redacted] for taking the time to provide us with the details of her experience, as we are always looking for ways to improve upon the service provided to our customers Customer feedback is invaluable and consistently utilized as we re-evaluate products, processes and training curriculumsIn appreciation of her continued patronage, customer service applied credits totaling $to Ms [redacted] ’s account in December We must respectfully decline her request to credit a couple months of service We regret any inconvenience Ms [redacted] may have experienced trying to resolve her concerns If she needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

January 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] filed on behalf of Sprint accountholder, Ms [redacted] We regret that Ms [redacted] has again contacted your office, but we are pleased to inform you that this matter was resolved on January 4, In her original filing, Ms [redacted] advised that she had been unsuccessful in receiving a Samsung Jdevice that she ordered via our website, citing that her order was shipped with an incomplete address She requested that the order be re-shipped to her correct address and that we provide an account credit of $due to her inconvenience In her most-recent filing, she advised that her attempt to contact us to discuss her reported concerns was unsuccessful During our January 4, 2017, conversation with both Ms [redacted] and the accountholder, Ms [redacted] , we expressed our regret for any device shipping delay and difficulty with attempts to contact us Ms [redacted] advised that she was subsequently successful in purchasing a Samsung Jdevice To meet her request, we applied a $service credit to Ms [redacted] ’s Sprint account today In addition, we confirmed that the ordered device was received and activated, and we addressed other related questions They expressed satisfaction with our response We regret any inconvenience these issues may have caused the [redacted] s If we can be of any further assistance with this matter, they can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customer’s concern to our attention Based on the inquiry, Ms [redacted] states she lost her phone on July 31, 2017, and that she has insurance on the device However, she states she has been unable to file a claim She states she has made several attempts to file a claim via the website, but she continues to receive an error message As a result, she is requesting assistance with this matter She also requests that a loaner phone be provided until this matter is resolved We spoke with Ms [redacted] regarding her device concerns During our discussion, Ms [redacted] confirmed that her device concerns were resolved prior to our contacting her and that she was able to file an insurance claim Ms [redacted] stated that she did not require any further assistance We regret any inconvenience this matter has caused If we can be of further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

February 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX Case [redacted] To Whom It May Concern: Sprint is in receipt of the follinquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the original complaint, Mr [redacted] indicated he was leasing a device, canceled his service and returned the device to us Mr [redacted] further advised he had a balance due on his account and it was paid on January 8, However, we sent his balance to a collection agency and it was reported to the credit bureaus As a result, Mr [redacted] is requesting a copy of his final bill and removal of the item from the credit bureaus We reviewed the account and confirmed Mr [redacted] had one line of service with phone number ending in Furthermore, Mr [redacted] purchased a device via month lease on July 22, His phone number ported to a new service provider on August 2, 2017, thus cancelling his account As a result, Mr [redacted] was billed a valid lease cancellation fee $and End of Lease (EOL) purchase fee $150, reflected on his invoice dated August 25, Furthermore, On October 2, 2017, the leased device was returned to a store Accordingly, the $EOL fee was credited to his account on the same day The total credit with tax was $ At that time, Mr [redacted] ’s account still reflected a balance due In addition, we determined that we sent collection letters on September 29, 2017, and October 16, 2017, to advise of the balance and referral to an outside collections agency Because a payment did not post to Mr [redacted] ’s account, his account went into write-off status on December 24, We confirmed a payment of $posted to the account on January 8, 2018, and the balance is now zero We reviewed the invoice dated December 25, 2017, regarding Mr [redacted] ’s dispute that the payment was due by January 14, Our review determined the invoice reflected that the past due balance is due immediately and current charges are due by January 14, However, there were no current charges as the account was previously sent to a collection agency Sprint does not report to the credit bureaus as this is done by the third-party collections agenciesAs a result of the payment dated January 8, 2018, his credit report will be updated to “paid in full.” Please direct any questions regarding the update to the credit report to the third-party collection agency Based on our second review of the account, our position remains unchanged We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If I can be of further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

June 21, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Y *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] Y***, submitted on June 9, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s complaint, she states that she had an unfavorable customer experience while attempting to address her service concernsShe states that she experiences dropped calls and poor serviceFurthermore, she states the pricing for equipment is too expensiveAs a result, Ms [redacted] is requesting to return her equipment with the waiver of the lease charges Sprint regrets that Ms [redacted] is experiencing intermittent service issuesSprint monitors its network consistently to ensure customers have an optimal wireless experienceWe spoke with Ms [redacted] on June 20, 2017, in regard to her concernsAt that time, she advised that she has moved her service to another carrier; however, she is awaiting return kits for the iPhone Plus on line ending in [redacted] and the Samsung Galaxy Note on line ending in ***After an account review, we could not confirm that return kits had been sent outAs a means to an amicable resolution and to bring closure to this concern, our office sent out return kits for the equipmentWe advised Ms [redacted] that return of the equipment to the warehouse in good working condition will remove the Lease Device Purchase cost for the equipment totaling $with tax onlyMs [redacted] understood the information provided If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Analyst

See attachment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Sprint did not adequately resolve my complaint They accepted responsibility for their salesperson not informing me of the plan change but offer no acceptable compromise 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: The Sprint is cheating us againToday I received a mail from US bank stating that the credit $is reversed againHowever, that shouldn't have been reversed, because according to Sprint's response, Sprint already recognized that the credit card has duplicated credit and issued us a $balance while stopped our serviceSince I already paid the balance for the duplicated credit, they shouldn't reverse the duplicated credit againThey could either put a balance on us, or reverse the credit, but now they are doing BOTHWe are really mad at Sprint because they are just trying to make things more and more complicated by keep adding the balance back to us, stopping our service, and wasting our time and energySolutions I would like on the Sprint part:Talk to US bank not to reverse the $credit by calling Krystie D at [redacted] or [redacted] Never, ever reverse the credit in futureBesides that, reimburse us with $for the past year's serviceWe are really unsatisfied about the service in Sprint because they just keep cheating us, wasting our time, and stopping our service without noticing usWe have really bad customer experience 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 satisfactory to me Regards, [redacted] ***-***

May 19, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, submitted on April 29, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms***, she states that she had an unfavorable customer experience while attempting to address receiving inadequate service on her Sprint device while on network at her jobShe states that she receives no signal on her deviceMs [redacted] is requesting that service improve in Fountain, CO so that she can successfully use her equipmentSprint regrets that Ms [redacted] is experiencing intermittent service issuesSprint monitors its network consistently to ensure customers have an optimal wireless experienceWhen the experience falls below our and our customers’ expectations, we take notice and take actionWe spoke with Ms [redacted] on May and 10, 2017, regarding her network concernsOur engineers were engaged to further investigateBased on their findings, it was determined that the location that was provided where service issues are occurring is in a null coverage area, thus likely causing many of the issuesIn addition, Ms***’s address is in a good coverage area; however, it is a brick buildingTherefore, indoor coverage is likely to be marginalCalling is the best recommendation for coverage improvement for voice servicesA Sprint Magic Box is suggested to improve service for the entire locationWe attempted to reach Ms [redacted] to advise of updates on May 18, Unfortunately, our attempts were unsuccessfulShould she have any further questions or concerns she can contact our office directly at her earliest opportunity.We appreciate Ms [redacted] for taking the time to provide us with details of her recent 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.If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Sunday through Thursday between 1:p.mand 9:p.m., Central Time Sincerely, Karen ***Executive Analyst LP

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx*** 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 customers’ concerns to our attention According to Mr***’s filing, he expressed his dissatisfaction with his HTC Bolt device malfunctioning associated with phone line ending in *** Mr [redacted] requested that Sprint review this matter and provide him with options to return the defective device and receive a Samsung Galaxy Sdevice as a replacement Sprint has reviewed Mr***’s complaintPlease note that 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 on their phone line TEP provides Sprint customers with a cost efficient 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 We contacted Mr [redacted] on June 5, 2017, to address his equipment concerns At that time, we advised Mr [redacted] that because he does not subscribe to TEP; therefore, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Mr***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, he may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Furthermore, we spoke to Mr [redacted] on June 14, 2017, and discussed our final outcomeIn an effort to ensure a satisfactory and mutually acceptable resolution, we informed Mr [redacted] that the local Sprint Retail Store location agreed to offer an exchange for a Samsung Galaxy Sdevice, which would require a service fee of $ That is a significantly reduced price for Mr***’s phone line ending in [redacted] does not subscribe to our equipment insurance (TEP) program Accordingly, Mr [redacted] accepted our resolution and he informed us that this matter has been addressed to his satisfaction and did not require further assistance We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

We appreciate your assistance in bringing our customers’ concerns to our attentionIn her complaint Ms [redacted] expressed her concerns related to the level of customer service she received from our Customer Care representatives while attempting to resolve issues associated with a recent equipment orderMs [redacted] cited that she ordered an Apple iPhone 5s on January 28, 2015, but her device was never delivered to herShe has requested that her device be located and shipped to her immediately We appreciate Ms [redacted] taking the time to provide us with the details of her dissatisfaction 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 that details regarding this concern have been forwarded to the appropriate **nagerial staff for further review We regret any delay Ms [redacted] experienced while awaiting the delivery of her Apple iPhone 5s deviceOur records reflect that we received Ms**’s equipment order on January 28, We confirmed that our shipping vendor placed a hold on the shipment due to it being temporarily lost in their warehouseAs of February 18, 2016, we opened an inquiry with our shipping vendor to locate Ms**’s packageWe are pleased to inform you that Ms**’s equipment order was successfully delivered to her address as of February 19, During our February 22, 2016, conversation with Ms [redacted] she confirmed her receipt of her equipment order; however, she cited that the device was delivered without a UICC Data SIM cardThis card is needed for Ms [redacted] to have the ability to access data from the deviceAs such, we placed an order for the UICC Data SIM card to be overnighted to Ms**As of February 23, 2016, we confirmed that this item was delivered to Ms**’s address the following dayUnfortunately, our subsequent attempts to contact Ms [redacted] to confirm her satisfaction with actions taken were unsuccessfulHowever, we believe we have addressed her equipment related concerns appropriately On behalf of Sprint, I apologize for any inconvenience Ms [redacted] has experienced as a result of this **tterIf we **y be of further assistance with this issue, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday 8:a.mto 5:p.m., Central Time Sincerely, Mondrell G Executive Services Analyst

October 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , Shawntel [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, Ms [redacted] stated that she attempted to setup an account online and paid for two iPhone devices Further, she stated that after she submitted the payment she was informed that she was only eligible for one line of service and her order was canceledShe stated that although she did not activate service, there is a pending charge on her bank account for the down payment she made on the two iPhone devices As a result, she is requesting that we refund the down payment she made, approve her for two lines of service, and send her the two iPhone devices During our conversation with Ms***, we advised her that our records reflect that she applied for service on September 13, 2017, however; the order was canceled and no funds were collectedMs [redacted] informed us that her financial institution confirmed that no funds were collected and that there was a pending charge that would be dropped Upon our review of this matter, we advised Ms [redacted] that she was eligible to activate service and that she is eligible for up to five lines of service We also advised her that it would be our pleasure to assist with a new device order; however, we must respectfully decline her request to compensate her for her time and inconvenience We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewWe regret any inconvenience Ms [redacted] experienced as a result of this matter If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

March 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he purchased his device on a two-year Subscriber AgreementSince the agreement has expired, he states that he called to have his device unlocked several times; however, the device remains lockedMr [redacted] is requesting that Sprint unlocked the device for domestic use with another carrier We spoke with Mr [redacted] on March 20, Mr [redacted] states the device has been unlocked and that he has ported his number to another carrierMr [redacted] confirmed that his concerns are resolved We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Mr [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst