Sprint Corporation

[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: Per Sprint: "Mr [redacted] was contacted on July 17, 2017, and was advised of the above informationHe indicated his satisfaction with our response to his inquiry." This statement from Sprint is false While I understood Sprint's position concerning this matter - I'm not satisfied with their response and my complaint has not been resolved to my satisfactionPer Sprint: "During our February 3, 2017, conversation with Mr [redacted] , we explained that per the terms of his lease agreements he was billed $per month for each of his two leased devices from September and that, pursuant to the terms of his equipment lease agreements, he has satisfied the lease terms and is continuing to pay that amount to satisfy the Device Purchase Option amounts for his devices, unless he chooses to return the equipment to usWe further explained that he will own the devices outright once he satisfied the Device Purchase Option amounts in full." MrRussell *of Sprint, on February 3, 2017, during our phone conversation, stated that after March, I would no longer be billed at $per month for the iPhones and that the phones would be unlocked as the purchase option had been satisfied Additionally, Sprint states that even if I continue to pay $per month for the phones for the next 10, or years - those payments would not apply to the purchase and that I cannot have full ownership of the phones until I pay $at once to satisfy the final purchase I'm on a fixed income (Social Security) with multiple health issues and cannot afford to pay a lump sum of $ Sprint has misrepresented the facts in my case Regards, [redacted]

June 16, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that although he recently returned his leased device to our retail store, his account was assessed lease accelerated charges Further, he stated that his account was referred to a third-party collectionAs a result, he is requesting that we confirm the return of his devices and credit the lease accelerated charges that were assessed Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseDuring the upgrade purchase, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchase price, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current deviceDuring our conversation with Mr [redacted] on June 6, 2017, we apologized for any inconvenience he may have experienced as a result of this issueFurther, we advised him that our records reflect that on December 10, 2015, he accepted two 21-month lease two iPhone 6s Plus devices Additionally, he agreed to make payments of $and he had the option to purchase the device for $or return the undamaged device at the end of the leaseIf he returns the devices prior to the lease fulfillment date, he is responsible for the remaining monthly lease paymentsWe advised Mr [redacted] that we confirmed the return of both devices and applied a credit of $to offset the end of lease purchase price for each device In addition, we processed a payment for $for the remaining lease payments for both devices As a result, the account is closed and reflects a zero balance In addition, we have contacted the third-party collections agency and requested that further collection efforts on this account be discontinued They will then update the credit bureaus to reflect that the account is paid-in-full Please allow up to days for completion of this process Mr [redacted] will receive a written confirmation letter from them once this has been updated If Mr [redacted] ’s needs further assistance in addressing this matter, we ask that he contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

May 23, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: ... Sprint is in receipt of the subsequent inquiry of Ms. [redacted] regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention once more. In her inquiry, Ms. [redacted] expressed her dissatisfaction that her concerns regarding the malfunctioning equipment she purchased while traveling were not addressed upon contacting the Sprint retail location of purchase and in her local area, or Sprint Customer Care department. Therefore, she is requesting that Sprint provide her with a new device as a replacement for her malfunctioning iPhone SE wireless device. We spoke with Ms. [redacted] , and addressed her concerns. We explained that Sprint offers a 14-day Satisfaction Guarantee return period during which a device can be returned to the point of sale for a full refund or exchanged for a new device without affecting the agreement. Additionally, all new Sprint devices come with a limited one-year manufacturer’s warranty for which they may contact the manufacturer directly. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first 30 days of activating a new device on their phone line that provides cost efficient protection against loss, damage, and wear and tear to a device that is not covered under the provisions of the manufacturer’s warranty. Therefore, if a problem with the device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, it will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Each subsequent visit to a Sprint service and repair center will be charged at a rate of $25, if the device requires repair or replacement within a rolling 12-month period. If a problem with the device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, customers may contact Asurion, the program administrator, to file a claim. Payment of a deductible is required at claim approval for the device. Deductible amounts vary based on the model of device. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. Upon our review of her account, we confirmed that Ms. [redacted] ’s original purchase date was more than eight months ago. Therefore, we advised her that we would not be able to comply with her request to exchange her device with a new device as within the 14-day return period. However, we confirmed that she subscribes to TEP for her equipment and her device is still covered by the manufacturer’s warranty. We advised Ms. [redacted] that she can have her device examined in an Apple store, where the device may be repaired or replaced for a covered defect at no cost under warranty, or she may visit a Sprint service and repair location for testing and a replacement can be ordered at no cost if her device is found to have a covered defect. Please note that a replacement device may be certified reconditioned models of the same or equal quality and like features. We regret any inconvenience that Ms. [redacted] may have experienced as a result of this matter. If I may be of further assistance, Ms. [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 10 a.m. to 6 p.m., Central Time. Sincerely, Clara C. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: They always charged me for 3 devices, and I only had 2 iPhones. They always insisted I had 3 until they realized that the 3rd device was the hot spot device that I supposedly got for free but they were charging for it, that proves that they don't even know what they are doing and lack organization skills. They just bill people not knowing what they are billing for. I know other people that had similar situations with Sprint, I can get the names of all the people that are unhappy with Sprint and we can initiate a campaign to make the public aware (I am a Journalist). They need to get their staff organized. They also must remove me from collections or I will make sure I will publish their shady ways with customers all over the internet. Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I am still out money. While they did correct another one of their mistakes (for the third time) they continue to send me additional fees and emails asking for more money. All I am looking for is to break even and to hold Sprint accountable for what their agent sold me. I am just looking to get what is right and to bring this to the attention of others so they do not have the same issues as I did. I have spent more time than I want to admit dealing with this company for them to step up and deliver on their promises. I do not think it is fair for them to charge late fees and continue to harass me and my loved ones for additional fees that they have told us repeatedly that were paid in full. All I want is for them to honor what their agent sold my family and I and to have them stop coming after us for more and more money. We are still in the "hole" from this whole fiasco. While they have given us some credit back they are in theory paying us with our own money which is not fair. I am hoping the bureau can step in and help rectify this situation. In addition I hope you give additional merit it to other claims that Sprint is associated with as they are probably charing other customers more than what their agents are selling in the stores. I am not looking for a pay out I am looking for justice. Justice in this sense is in the form of 1)not being charged more than what I owe Sprint, 2)for them to honor the verbal offers their associates are selling in their stores, 3)for them to refund the overpayments that they have already collected from me, and 4)for them to do the right thing which is to stop trying to collect on an account that has now been closed for a third time. I understand that businesses have to make their money as I run my own but I was also raised with a sense of doing right by its customers/patients. It is amazing that a company as esteemed as Sprint would treat its customers and operates this way. If there is anything thing else needed please let me know. I do have documents supporting what they have done to us and I hope someone will hold them accountable for their shady business practices. As Always Thank You for Your Time,Dr. [redacted] R [redacted] Regards, [redacted]

April 15, 2016 [redacted] RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case— [redacted] RevDex.com Referral... Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Ms. ***: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] . We appreciate your assistance in once again bringing our customers’ concerns to our attention. In Ms. [redacted] ’s complaint, she stated that she canceled services within our 14-day trial period. Ms. [redacted] is subsequently disputing the outstanding balance reflected on her Sprint account. Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. You can return your device to the point of sale within that time period for a full refund (day 1 of the 14 days start when the device is activated). Sprint assesses a $35 restocking fee for devices and a $75 restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its’ original unopened package, no restocking fee is charged. If your service plan required a service agreement, no termination fee is charged when you cancel within 14 days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers. Our records reflect that Ms. [redacted] ’s account was established on January 17 and canceled on January 24, 2016. Although the previously-referenced charges are valid, as a one-time courtesy and to bring closure to this matter, we applied credits to her account totaling $183.43. As a result, Ms. [redacted] ’s account is closed with a zero balance. We regret that our service did not meet Ms. [redacted] ’s needs which caused us to lose her as a customer. If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, Kala C Executive Analyst

June 22, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 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 Ms. [redacted] ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention. According to the information provided, Ms. [redacted] stated that she was offered a promotion to upgrade her device and receive 50 percent off of her monthly lease charge. Ms. [redacted] stated that she has not received the full 50 percent off credit. During our conversation with Ms. [redacted] on June 21, 2017, we advised her that the 50 percent off iPhone promotion was targeted to customers upgrading to an iPhone 7 32 GB device by offering a monthly credit of $13.59 for the duration of the lease agreement. Ms. [redacted] selected the iPhone 7 Plus 32 GB device and as such, Ms. ***’s monthly lease charge is higher and not eligible for the full 50 percent off promotion. Going forward, Ms. [redacted] will see the promotional credit of $13.59 applied to her invoice each month. Additionally, credits totaling $95.13 were applied to Ms. ***’s account to offset the promotional credit of $13.59 for the previous seven months invoices. We appreciate Ms. [redacted] for taking the time to provide us with the details of her experience with our Customer Service team. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms. ***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. If Ms. [redacted] has any further questions regarding this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, Kala C Executive Services Analyst June 22, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 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 Ms. [redacted] ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention. According to the information provided, Ms. [redacted] stated that she was offered a promotion to upgrade her device and receive 50 percent off of her monthly lease charge. Ms. [redacted] stated that she has not received the full 50 percent off credit. During our conversation with Ms. [redacted] on June 21, 2017, we advised her that the 50 percent off iPhone promotion was targeted to customers upgrading to an iPhone 7 32 GB device by offering a monthly credit of $13.59 for the duration of the lease agreement. Ms. [redacted] selected the iPhone 7 Plus 32 GB device and as such, Ms. ***’s monthly lease charge is higher and not eligible for the full 50 percent off promotion. Going forward, Ms. [redacted] will see the promotional credit of $13.59 applied to her invoice each month. Additionally, credits totaling $95.13 were applied to Ms. ***’s account to offset the promotional credit of $13.59 for the previous seven months invoices. We appreciate Ms. [redacted] for taking the time to provide us with the details of her experience with our Customer Service team. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms. ***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. If Ms. [redacted] has any further questions regarding this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, Kala C 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 disagree to the comment that this was not a sprint error as the ETF should not have been applied to a SIM card as stated, but I am happy with the resolution on sprints behalf. Regards, [redacted]

September 5, 2017 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To... Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. In his correspondence, Mr. [redacted] stated that he visited one of our retail stores due to issues he was experiencing with his device. He stated that during his visit the retail store representative dropped his phone and cracked the screen on his device. He stated that he was advised that he would have to file a claim with Asurion, the Total Equipment Protection (TEP) service provider due to having previous damage to the device. Mr. [redacted] stated that the device did not have a cracked screen prior to his visit and as a result, he would like for us to upgrade his device at no cost to him. During our discussion with Mr. [redacted] we apologized for any inconvenience he may have experienced as a result of this issue. Further, we advised him that based on our retail managements team investigation we could not validate his claim that his device was damaged by one of our retail store employees. We advised Mr. [redacted] that although we did not identify any liability by Sprint, in an effort to resolve his complaint amicably we offered a one-time $100 courtesy credit to his account to offset a portion of the deductible to file a claim with Asurion. Mr. [redacted] declined our offer and we advised him that the offer is valid for 15 days from the date of this response. We appreciate Mr. [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review. We regret any inconvenience this matter may have caused. If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from 8 a.m. to 5 p.m., Central Time. Sincerely, Tobias T. Executive Services Analyst

May 17, 2017 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Complaint ID [redacted] Sprint Account XXXXX***, [redacted] R. [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the rebuttal complaint of Mr. [redacted] R. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention once more. Based on the information received from Mr. [redacted] , he states that he has had an unfavorable customer experience while attempting to address billed charges associated with account XXXXX***. Mr. [redacted] is requesting a full refund of the payments made toward the account in question. We spoke with Mr. [redacted] on May 16, 2017, regarding his account concerns. After account review, our office confirmed that there was a $2.42 late fee billed to XXXXX***. As a means to an amicable resolution and to bring closure to his concerns, our office applied an account credit for the $2.42 balance. There are no further charges due to the account.We appreciate Mr. [redacted] for taking the time to provide us with details of his 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.We regret any frustration this matter may have caused. 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 Monday, Tuesday, Wednesday, and Friday between 8:00 a.m. and 5:00 p.m., Central Time. Sincerely, LaToya [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 response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I was not made aware the buyout from Sprint would be cancelled if I cancelled my service. I was advised that I must cancel within a 30 day time frame if I was not completely happy with the service or I would be locked into a year contract. I had problems from the time I ordered Sprint's service. I took many hours worth of steps to correct these steps and only cancelled when it was clear the issues could not be resolved.Sprint also received 4 phones from me and only issued a credit for 3 phones. The phone they didn't credit to my account after they received all 4 phones was the newest, most expensive phone.Costs to move from one carrier to another are exorbitant and were to be covered even if I had to cancel for any reason within the 30 day (trial) period according to the broken english speaking person I originally spoke with when I ordered the phones and switched service. I never received any paperwork or phone bill until I requested a few weeks later. By the time I received any information I had already cancelled the account. Regards, [redacted]

December 30, 2015 [redacted] RevDex.com 8080 Ward Parkway, Suite 200 Kansas City, MO 64114 Re: BBB Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Ms. ***: Sprint is in receipt of the follow-up complaint filed by Mr. [redacted] . We appreciate your assistance in bringing our customers’ concern to our attention. We are pleased to inform you that we researched Mr. [redacted] ’s concerns and reached an amicable resolution. In his inquiry, Mr. [redacted] states that he returned his phone to Sprint and disputes the lease equipment charges assessed to his wireless account. As a result, he is requesting that this ***er be reviewed. We regret any possible misunderstanding that may have occurred related to the balance on Mr. [redacted] ’s account. In our previous response dated December 14, 2015, we advised that during our conversation with Mr. [redacted] on December 3, 2015, we confirmed our decision to allow him to cancel his account and that we would credit the charges associated with his Lease Agreement with the return of his equipment in good condition. To facilitate the return of his equipment, we sent a return kit to his home address. Our records reflect that the above-mentioned equipment was returned to Sprint on December 14, 2014. As a result, in fulfillment of our proposed offer, we applied credits totaling $524.25 to offset the disputed charges. The account is closed with an $87.56 balance. We regret any inconvenience that this ***er may have caused Mr. [redacted] and that he cancelled his wireless account. If we can be of further assistance regarding these ***ers, you or Mr. Genevese can contact our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday between 7 a.m. and 5 p.m., Central Time. Sincerely, [redacted] J. Executive Services Analyst AWW/sj

[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, Kristy [redacted]

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate the opportunity to address her concerns In her inquiry, Ms [redacted] advised that, due to no data service at her home address, she canceled her Sprint services within our 14-day Satisfaction Guarantee period and returned her devices to one of our retail locations where she was required to pay restocking fees of $per device Additionally, Ms [redacted] advised that, after cancelling her service, we withdrew $from her bank account, resulting in overdraft fees She requested that we provide a refund of those amounts We attempted to reach Ms [redacted] via e-mail and telephone on July 18, 21, and 22, We also mailed a letter to her at her address on file on July 24, 2017, requesting that she contact us regarding this inquiry Unfortunately, we have not received a response Although we were unable to speak with Ms [redacted] directly regarding her reported concerns, our records reflect that we processed a refund of $to her on June 27, As such, we believe that her reported concerns may have already been fully addressed We regret any inconvenience these matters may have caused Ms*** If she needs further assistance with these concerns, she can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto 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, Amanda ***

[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, Kelly [redacted]

Sprint is in receipt of the above-referenced complaint of [redacted] This complaint was served to Sprint on July 20, According to the information received, Ms [redacted] expressed dissatisfaction with the level of service she received while attempting to address her promotional equipment concernsShe states that in March 2015, Sprint offered her a free tablet and a 50% off tablet promotional plan when she upgraded a handset on her accountHowever, since April 2015, she has received a $monthly installment lease charge for the tablet associated with phone number xxx-xxx-Therefore, Ms [redacted] requests for Sprint to waive the $monthly installment lease charge on the aforementioned device Sprint has reviewed Ms [redacted] ’s concernsOur records reflect that on March 26, 2015, phone number xxx-xxx-was activated through our device Leasing programSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, or monthly installment payments for the deviceIf the device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be charged to the customerMore information regarding the Lease program is available at Sprint.com/LeasePlease note that in March 2015, Sprint did not offer a free tablet promotionFurthermore, we confirmed that Ms [redacted] ’s signed March 2015, Lease Installment Agreement reflects that she paid the $in sales tax and was aware of the twenty-four monthly installment chargesHowever, the device was eligible to participate in our 50% off tablet service plan for twelve monthsThe 50% off adjustment could take 1-billing cycles to appear on her invoicesWe confirmed that the 50% off tablet credit began appearing on her May invoice On July 28th and 29th of 2015, we spoke with Ms [redacted] and relayed the aforementioned informationAlthough Sprint was unable to substantiate her equipment promotion concerns, on July 29, 2015, Sprint agreed to apply a one time $adjustment to offset the $monthly installment charge on phone number xxx-xxx-Ms [redacted] has expressed her satisfaction regarding this matterWe apologize for any inconvenience this matter may have caused Ms [redacted] We trust this letter responds to your inquiryIf we may be of further assistance, you can contact me at the Executive & Regulatory Services Department toll-free at ###-###-#### or ###-###-#### Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Chanda L Executive & Regulatory Services Analyst

May 5, 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 Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the charges assessed to his account after changing his service plan which were $more than he agreed to He also reported his dissatisfaction with his experience while attempting to get clarification regarding the charges Therefore, he is requesting to of the extra charges removed We spoke with Mr [redacted] and addressed his billing and customer service concerns We confirmed he his service plan was changed two days after his billing cycle began Therefore, his following invoices reflect that partial credits were applied for days worth of charges on his previous service plan and partial charges were assessed for the same days of partial service on the new service plan, totaling $in addition to one full month’s charges of the new service plan As a result, we confirmed that no billing error occurred and the charges are valid Therefore, no credit is due We advised Mr [redacted] that we regret any inconvenience that this matter may have caused and his feedback regarding his experience will be used to improve our services If I may be of further assistance regarding these matters, Mr [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention According to the information provided, Ms [redacted] states that a Sprint account appears on her credit report and she has never had services with Sprint We contacted Ms [redacted] on August 16, 2017, to discuss her concerns in detail At that time we informed Ms [redacted] our Fraud Management group completed an investigation and confirmed fraudulent activity As a result, 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 process We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, 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, Susan FExecutive Services Analyst

October 5, 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, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she was misinformed on her service plan pricing Ms [redacted] stated that she is paying higher than the amount she was quoted at the point of sale As a result, she is requesting that her rate plan be at a lower cost than currently billing We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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, could result in invoice balance changes After completing a review of Ms***’ Sprint account for services utilized between July and September 2016, we were unable to identify any billing errors The plan is billing as it was set up at the point of saleHowever, in an attempt to amicably resolve her complaint, Sprint has canceled two unused lines of service on Ms***’ account without any further equipment or cancellation chargesThis update has altered her service plan pricing, placing it at an amount that Ms [redacted] has confirmed satisfaction with We regret any inconvenience that these matters may have caused Ms*** If I can be of further assistance, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst