Sprint Corporation

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Ms [redacted] on April 8, 2016, regarding her concernWe are confident her issue has been addressed and resolved In her inquiry, Ms [redacted] indicated she recently canceled one line of service and added a new lineShe was set up on the incorrect plan and as a result, she is being overchargedAs a result, Ms [redacted] is requesting we review the matter We reviewed Ms [redacted] ’s account and confirmed she added phone number ending [redacted] on February 15, We also confirmed the incorrect plan was set up on the line of serviceTo correct this matter, the plan on this line of service was added to her current family plan effective February 28, Credits were applied to her account to offset the incorrect plan feeIn addition, we provided Ms [redacted] a breakdown of her monthly cost and what to expect on her billShe was satisfied with the resolution We regret any inconvenience Ms [redacted] may have experienced as a result of this matter and value her feedbackIf we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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]

November 11, 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] stated that he transferred his wireless service from Verizon to Sprint and he has not received the Reward Card to cover the cancellation charges from his previous wireless provider He requested that we immediately send the promised Reward Card We regret any possible misunderstanding that may have occurred related to our referenced Contract Buyout promotion, which invited qualifying customers from certain wireless service providers an opportunity to port their mobile number(s) from those providers to Sprint and to receive reimbursement for any service cancellation or equipment pay-off charges assessed Ported numbers must remain active on our network in good standing for at least days to qualify for the validation process Additionally, qualifying criteria for the promotion requires that potential participants turn in the equipment from their previous wireless provider Mr [redacted] responded to our attempts to reach him via a series of e-mail communications on November 2, 2016, advising that we owe him $pursuant to the information received from our retail representatives during the activation of his Sprint service We requested that he forward the final invoice from his previous wireless provider so that we could work with our back office fulfillment department to bring his reported concerns to resolution Mr [redacted] agreed and forwarded the requested document later that day We followed up with Mr [redacted] via e-mail on November 7, 2016, advising him that the registration for his Contract Buyout promotional Reward Card would total $75, as he received a $buyback for giving his Verizon device to us during the activation of his Sprint service Our fulfillment department also confirmed that a referral reward of $should have been received by Mr [redacted] , as the registration for this reward was completed on May 26, 2016, with an expected delivery date of June 6, Mr [redacted] agreed that the amount of the Reward Card was accurate, but advised that the referral reward had not been received by him To resolve this matter, the Contract Buyout promotional Reward Card was processed, and he can expect to receive the reward no later than November 24, We also reissued the $referral reward, which has the same expected delivery time as the Contract Buyout reward We invited him to review the status of the expected rewards at www.sprint.com/jointoday, which also references a toll-free number for customer’s to contact American Express directly for cards that are not received by the delivery date reflected on that site Mr [redacted] indicated his complete satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] , as well as any delay in bringing his Contract Buyout promotional offer concerns to resolution If we can be of further assistance with this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell [redacted] Executive Services Analyst

August 18, 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 According to the information received, Mr [redacted] is dissatisfied with network coverage in his local service area He stated he is experiencing slow data, poor customer service, and is dissatisfied with our prices He stated that he has made multiple calls to our Customer Care department and has been unsuccessful in getting a resolution He is requesting to cancel his service with a waiver of the cancellation fees We regret that Mr***’s experience with service in his local calling area is falling short of his expectations 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 customers With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service 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 [redacted] 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 have made multiple attempts to contact Mr [redacted] regarding his concerns We attempted to contact him via telephone and e-mail on August 12, 15, and 16, 2016, advising him we received his inquiry and needed to speak with him directly In addition, a letter was mailed to the billing address on August 16, Unfortunately, we have been unable to speak with him directly We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account He should be advised that in order to discuss the details of the account, he must be able to authenticate the account As a result, we recommend that Mr [redacted] have the account PIN and security information available when he contacts us We regret any inconvenience these matters may have caused If Mr***’s concerns remain unresolved, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive 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

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

See attachment

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

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

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

[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] ***

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

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

[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]

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

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

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

[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] ***-***