Sprint Corporation

June 12, [redacted] Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Revdex.com Case [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Mr [redacted] : This is in response to the letter received by our organization on June 8, 2015, regarding Ms [redacted] ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms***’s filing expressed her dissatisfaction with the misinformation that she believes was provided to her when she contacted our Customer Care department regarding the Sprint Easy Pay programMs [redacted] stated she visited Sprint’s website and contacted our Customer Care department regarding the Sprint Easy Pay Program in order to upgrade her device without a down paymentHowever, when she attempted to upgrade her device, she was informed she needed to remit a down payment of $Ms [redacted] requested that Sprint allow her to upgrade her device on the Sprint Easy Pay program with no down payment Sprint has reviewed Ms***’s complaint and notes that according to our records, Sprint promotes the Sprint Easy Pay programSprint Easy Pay 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 device To assist Ms [redacted] with her upgrade, our Finance department increased her spending limit to offset the down payment for the deviceTherefore, Ms [redacted] is not responsible to remit a down paymentWe contacted Ms [redacted] on June 12, and informed her of our resolutionAs such, she expressed her satisfactionWe apologize for any inconvenience she may have experienced while attempting to resolve this matter If you have any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, or directly at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, /s/ [redacted] S [redacted] S Executive Services Analyst

January 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX7219, [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] rejects our previous response stating she is not satisfied with her experience with our Customer Service group Further, Ms [redacted] is disputing a $charge she received Additionally, Ms [redacted] questions an $payment made to her account After a review of the account records, we confirmed that Ms [redacted] used the purchase option on our Sprint Flex Lease to purchase and own the iPhone 6s device In addition to the device purchase charge, Ms [redacted] was also charged $for the associated taxesAdditionally, our records reflect that a payment of $was processed on January 13, 2018, after speaking with a Customer Care representative As a result of the payment, Ms [redacted] 's services were restored We spoke with Ms [redacted] on January 24, 2018, and confirmed all issues are resolved We regret any frustration this matter may have caused If we may be of further assistance with this matter, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext*** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Jaclyn KExecutive Services Analyst

July 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] J [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 Mr [redacted] ’s inquiry, he described an unfavorable customer experience during his attempts to replace a malfunctioning device accessory He requested that we replace that equipment We regret any difficulty Mr [redacted] may have experienced with the performance of his referenced accessory item During our July 12, 2017, conversation with him, we informed him that, based on the nature of his issue, we would need for him to take the item to one of our service and repair centers for evaluationWe also assured him that we contacted the manager of a location convenient to him to ensure prompt assistance At his request, we also mailed a copy of his finance agreement for the accessory for his records Mr [redacted] indicated his satisfaction with our response We regret any inconvenience this matter may have caused but are pleased that we were able to address Mr [redacted] ’s reported concerns to his satisfaction If we can be of further assistance with this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that for the past two weeks her device has not worked and she has been unable to get the device fixed As a result, she is requesting to have her device fixed 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 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 Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) on phone number ending in [redacted] on her accountTherefore, if the problem with Ms [redacted] ’ device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval and if the device is not available it will be replaced with a comparable model device Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep During our conversation with Ms [redacted] on August 4, 2017, she advised us that she took her device into her local Sprint service and repair center and her device was repaired Ms [redacted] confirmed that her issue is resolved We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, 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, Jennifer FExecutive Services Analyst

August 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to provide monthly promotional equipment charge credits to her account for a device that was presented to her as free of charge She requested that Sprint honor the terms of the promotional offer and provide the monthly service credit of $promised to her We regret any possible misunderstanding that may have occurred regarding Ms***’s equipment billing During our conversation with Ms [redacted] on August 8, 2017, we explained that the referenced Buy-One-Get-One (BOGO) promotional was inadvertently not added to her account properly, leading to the monthly credits not systematically awarding to her account As resolution, we ensured that the promotion is now updated to her account and we applied credits totaling $to her account to offset the disputed charges reflected on her April through June billing statements and an additional credit of $to her account to offset the disputed charge reflected on her July billing statement Going forward, the service credit should automatically award to Ms***’s account through October She indicated her satisfaction with our resolution We regret any inconvenience this matter may have caused If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FExecutive Services Analyst

April 17, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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 March 28, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ filing expressed his dissatisfaction with receiving inaccurate information regarding an HTC Bolt device upon visiting a local Sprint Retail Store location Ms [redacted] further stated that she was advised that the above device have similar functions as the Samsung Galaxy devicesHowever, she later discovered that the HTC Bolt device does not have a port to connect her headset nor does have the auxiliary connection, enabling her ability to listen to musicMs [redacted] further stated that she purchased an adapter from a third party vendor, [redacted] ; however the adapter did not work Ms [redacted] further stated that she returned to the local Sprint Retail Store location to exchange her deviceUnfortunately, the Sprint Retail Store location in question declined to assist her with this matter Ms [redacted] request that Sprint review these matters and allow her the ability to exchange her device Sprint has reviewed Ms [redacted] ’ complaint We spoke with Ms [redacted] on March 28, 2017, to further discuss her concerns During that call, we advised Ms [redacted] that we would review her concerns and follwith her accordingly According to our records, Ms [redacted] established service with Sprint and activated phone lines ending in [redacted] and [redacted] on February 23, At that time, she purchased two devices via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay To further investigate Ms [redacted] ’ equipment concerns, we engaged our Retail Stores Management team for further assistance As a result of the investigation, we were unable to substantiate the aforementioned Ms [redacted] ’ claims Our Retail Stores Management team further indicates that Ms [redacted] was offered numerous options to settle her concernsIn addition, they located and ordered a Type C Headphone jack adapter from a third party vendor, to assist her at no additional cost Furthermore, they offered Ms [redacted] the option to exchange her device after the 30-day Sprint Satisfaction Guarantee return period However, Ms [redacted] declined the offer and continued to utilize the HTC device in question Our records indicate that Ms [redacted] account was cancelled due to nonpayment of the outstanding account balance on April 8, As a result, the account was assessed Installment Billing accelerated cancellation charges, which will appear on the April billing statement In an effort to ensure a satisfactory and mutually acceptable resolution, we attempted to follwith Ms [redacted] via phone and email on multiple times in April 2017, to relay the aforementioned information to her, without success Should Ms [redacted] have any additional questions or concerns regarding this matter, we encourage her to contact the undersigned directly at the phone noted below at her earliest convenience We appreciate Ms [redacted] for taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these mattersIf we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext., *** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On December 16, 2015, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Mr [redacted] states that he and his wife should have been set up on the iPhone Forever program, paying $monthly lease charges per line; however, he is being charged $and $for their monthly lease chargesMr [redacted] also expressed his dissatisfaction with the level of service received from SprintWe appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention On December 31, 2015, we contacted Mr [redacted] to discuss his concerns in detailAt that time, we confirmed that the line ending in [redacted] is being billed a $monthly lease charge and line [redacted] is being billed a $monthly lease chargeLine [redacted] is also receiving a promotional lease credit of $towards the monthly lease chargeIn an effort to resolve this matter, we applied credits totaling $towards the monthly lease charges included on the November and December invoices to reflect the $iPhone Forever promotional offerWe have also applied a promotion that will award a $credit for the next months for the remaining months on the lease agreementsAdditionally, we applied a $credit to his account as a gesture of goodwill We appreciate Mr [redacted] taking the time to provide us with the details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, please 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 F Executive Services Analyst

September 25, 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: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attentionBased upon the information provided in the inquiry, Mr [redacted] stated that he is not satisfied with the level of service coverage in his home coverage area and would like for us to address his coverage concerns or allow him to cancel the account without any penaltyWe regret that Mr [redacted] ***’s experience with service in his local calling area is falling short of his expectationsWe 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 customersAs stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There 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 With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same During our conversation with Ms [redacted] , we advised her that our records reflect that she is in an area where we provide good coverage which could cause some problems making calls indoorsMs [redacted] states that although she has reported her coverage issues on a monthly basis and we have opened network tickets to resolve her concerns her service coverage has not improved She stated that she has continued to experience coverage issues and as a result, we offered to release her from current lease agreements with the condition that she returns the undamaged devices currently active on her account Ms [redacted] also has the option to keep the devices and pay the remaining installment billing balance, lease payments and end of lease purchase price for each deviceMs [redacted] stated that she would return the devices once she established service with a new carrier We advised her that this offer is valid for days from the date of this response If I may be of further assistance with this matter, please contact me 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 TimeSincerely, [redacted] 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 will return the equipment for the removal of the fees and pay the once I have received a letter confirming receipt of the equipment, and removal of mentioned fees Thank you, [redacted]

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] described unfavorable customer experiences from our representatives during his attempts to address a billing concern, stating that the charges are higher than he expected prior to establishing service with usHe expressed further dissatisfaction that credit was not applied to his account as promisedAs a result, he requested an explanation of the charges and that we apply a $credit to his account as previously offered We appreciate Mr***’s taking time to provide details of his experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Mr***’s Sprint billing, and the circumstances that led to the cancellation of his service with usAfter reviewing our records, we identified that his monthly service charges are correct based on his selected rate plan, the Unlimited Freedom PlanWe also advised that prorated charges were assessed to his account because we changed his original rate plan to the Unlimited Freedom Plan, with his consent effective March 1, 2017, which was after the start of his billing cycle Mr [redacted] indicated his understanding of our explanation but reiterated that the referenced information was not properly explained to him during his interactions with our retail and Customer Care departmentTherefore, in an effort to resolve his concerns and as a gesture of goodwill, we applied credits totaling $to his account, to offset the prorated charges and to honor the $credit that he was previously offeredThose credits are reflected on his final invoice dated April 25, We are pleased that Mr [redacted] accepted our response, and we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension [redacted] I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] indicates that she received a promotional offer from Sprint to provide for one month of unlimited data for her three account lines of service at no cost as a holiday gift She states that she accepted the offer which she anticipated to take effect in January She also states that her account subsequently reflects data overage charges which she disputes As a result, she requests that the matter be reviewed During our discussion with Ms [redacted] on April 18, 2017, we advised her that our review of the account records reflects that the above-referenced unlimited data promotion began in December and was to last for one month Ms [redacted] stated that it was her understanding that the promotion began in January 2017, and that her account’s February invoice reflected data overage that she did not anticipate In view of any possible misunderstanding regarding this matter, and to reach an amicable resolution, we applied a $account credit to offset the resulting data overage during the disputed time period Our credit included taxes, applicable fees and surcharges She stated that the matter was resolved Accordingly, Sprint also considers this matter fully address and resolved Should Ms [redacted] need further assistance in regard to this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

January 17, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] , [redacted] Sprint Account [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 his inquiry, Mr [redacted] states that in December 2016, three devices were fraudulently ordered on his accountMr [redacted] states he called to cancel the order, but the order was still shippedMr [redacted] states that due to the fraud his account was charged $2,for the devices Mr [redacted] requests that the fraudulent charges be removed from his account We spoke with Mr [redacted] on January 13, He stated that he checked is account on January 13, 2017, and found that the charges have been removedWe reviewed his account and confirmed the sameMr [redacted] advised that his account concerns are resolved We regret any frustration these matters may have caused Mr [redacted] If we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland JExecutive Services Analyst

June 23, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that when she activated new Sprint service she was advised that we would pay the Early Termination Fees she was billed from her previous wireless carrier Ms [redacted] stated that we failed to pay the Early Termination Fees she was billed by her previous carrierAs a result, she is requesting that we pay the Early Termination Fees she incurred from her previous carrier In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our conversation with Ms [redacted] on June 12, 2017, we apologized for any misunderstanding that may have occurred as a result of this issue Further, she informed us that her issues have been previously resolved by our Customer Care group Additionally, she confirmed that she received the $buyout reward card We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experience with our retail 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 reviewIf I may be of further assistance with this matter, please contact me 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 TimeSincerely, Tobias T.Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX April 4, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To W**m It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] ** We appreciate your assistance with bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he paid his account balance and requested his iPhone 6s to be unlocked however, it has not been unlocked Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.comSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe spoke with Mr [redacted] today via telephone, and he confirmed that his issue has been resolved Our records reflect that Mr**’s iPhone 6s was unlocked on March 15, If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with us not honoring a recent promotional offer to reimburse cancellation charges assessed by his previous service carrier when he ported his mobile numbers to Sprint He advised that we only provided him with two $American Express reward cards; however, he claimed that he received over $in equipment termination charges from his previous service provider He requested that we provide his reimbursement promptly We regret any possible misunderstanding that may have occurred regarding the terms of our referenced Contract Buy Out promotion, as well as any delay in providing Mr [redacted] with his requested reimbursement That promotion offers customers from specific wireless service providers the opportunity to have us reimburse them for their service cancellation or equipment contract charges when they port their mobile number(s) from those carriers to Sprint The terms of the promotion require that qualifying customers remit the final invoice from their previous service providers, reflecting those final contractual charges, to us for review and processing Additional information related to the promotion is available on our website, www.sprint.com Our records reflect that Mr [redacted] ’s Sprint account was established on September 17, 2015, for two lines of phone service On October 3, 2015, a third line of phone service was added to the account On October 13, 2015, we received an invoice copy from Mr [redacted] ’s previous service provider and two $American Express reward cards were approved and forwarded to his billing address based on the information provided on the invoice copy Regrettably, the third line of service was denied due to it was added after the account had been active more than seven days During our initial discussion with Mr [redacted] on June 3, 2016, the information outlined above was explained to him In an effort to demonstrate our commitment to excellence, we requested Mr [redacted] to forward the invoice copy reflecting the disputed equipment charges that he claimed had not been received under our reimbursement promotion We provided him with our toll-free fax number and direct e-mail to send the requested document On June and June 15, 2016, we attempted to contact Mr [redacted] at his contact phone number and e-mail provided in his inquiry to advise him that we had not received the requested invoice copy to assist him with his dispute of the additional equipment termination charges Unfortunately, we have not received a response from him We regret any inconvenience this matter may have caused If Mr [redacted] ’s concerns remain unresolved, or if he would like to discuss these matters further, he can contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] WExecutive Services Analyst

November 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [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 in Mr [redacted] ’s inquiry, he advised that he contacted our Customer Care group in August 2016, and requested to cancel his account; however, his request was not processed As a result, Mr [redacted] is requesting that we cancel the account and credit any additional charges he may have incurred During our conversation with Mr [redacted] on October 18, 2016, we apologized for any misunderstanding that may have occurred Additionally, we advised him that we were able to confirm his request to cancel his account on August 8, 2016, however; due to a clerical error his request was not processed Further, we confirmed the account was canceled on September 28, 2016, and we applied credits totaling $to offset the final balance on the accountAs a result, the account is closed and reflects a zero balance 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 reviewIf I may be of further assistance with this matter, please contact me 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 TimeSincerely, Tobias TExecutive 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 still believe that forcing consumers to purchase the insurance is wrong Also, what I call a scam, "making me add a new phone line and purchasing a new phone while still having to pay for the original new phone", they are calling a work around Really? We will not be Sprint customers for long I would still like people to know about this, so called work around scam.Regards, [redacted]

---------- Forwarded message ----------From: [redacted] *< [redacted] >Date: Fri, May 19, at 8:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >Not happy with the decision because now as a transfer to other provider I have to pay dollarsAnd this is not fare, since if not for the inconvenience that they provide to me I don't have to transfer for other companySo since they are no capable to work with me at that point I decide to transfer for other companyAnd for more the one opportunity they told me that they cannot do anything because the law is the law and they cannot do nothim g for me and I have to pay everything I don't thing that after provide me all this inconvenience I have to pay everything and ETF Please let me know any updatesThank you [redacted]

April 17, 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 April 10, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] advised that Sprint debited funds from her financial institution on April 4, 2017, earlier than the scheduled automatic payment due date of April 5, 2017; resulting in being assessed overdraft fees totaling $by her financial institution on April 4, Ms [redacted] requested that Sprint review this matter and process a refund to her accordingly Please note that Self-Service features are parts of our service strategy rebalanced so that customers have the easiest and safest resolution to their requestsSprint offers various ways for customer to handle concerns and manage their accountThose options include but are not limited to online chat, dialing *star options to utilize Sprint’s automated phone system, visiting www.sprint.com, by using their device to visit MySprint.com, or by visiting a local Sprint Retail Store location Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] visited a local Sprint Retail Store location and elected to enroll in Sprint’s Automatic Payment program on January 19, Please be advised that Ms [redacted] had the ability to enroll in our Automatic Payment and electronic billing (e-Bill) programs via our website, www.sprint.com by logging into her My Sprint account, or she may contact our Customer Care group by dialing *from her Sprint device to request that a recurring automatic payment and e-Bill enrollment forms are sent to her address on file After further review of our records, Sprint confirmed that Ms [redacted] ’s most recent remitted payment to Sprint for services occurred on April 5, as scheduled via Sprint’s Automatic Payment programDue to Ms [redacted] ’s automatic payment enrollment her account would be charged the full amount of her account balance on the date her payment is dueUpon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, and all other applicable fees and chargesBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part We spoke with Ms [redacted] on April 12, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that Sprint debited Ms [redacted] ’s preferred payment method automatically on April 5, 2017, in the amount of $Ms [redacted] insists that her financial institution claims we debited her account on April 4, 2017, and thus charged her account overdraft fees totaling $While we regret that Ms [redacted] may disagree with our findings, Sprint affirms that all of her concerns have been addressed to the best of our abilityAlthough, Sprint sustains no further credit is due; in order to provide an amicable resolution and closure to the matter while showcasing our commitment to world class customer service, we agreed to apply a one time courtesy adjustment in the amount of $to offset monthly recurring charges reflected on her April billing statement leaving a credit balance in the amount of $on Ms [redacted] ’s account as of April 12, Ms [redacted] accepted our offer and confirmed she is satisfied with our resolution provided and has no further concerns We appreciate Ms [redacted] taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

February 20, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com [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] filed on behalf of Sprint accountholder Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] disputed notification received from us indicating a past-due balance on Mr [redacted] ’s Sprint account, advising that all balances reflected on his Sprint invoices have been paid in full and that his account is enrolled in our automatic payment option, which should prevent any past-due balances owed to us Ms [redacted] requested that we provide documentation reflecting that Mr [redacted] ’s account balance is zero and additional compensation for time spent addressing that matter We regret any possible misunderstanding that may have occurred related to Mr [redacted] ’s Sprint account balance, as well as any delay in bringing that concern to resolution Our records reflect that Mr [redacted] ’s account balance is current and that his account is in good standing However, our records further reflect that promotional systematic equipment credits, to which the past-due account balance notification referred, can take up to two bill cycles from service activation to properly apply toward accounts As a result, and because the manual account credit applied to Mr [redacted] ’s account to offset the equipment credit amount prior to the promotion actually awarding systematically, applied only toward his service charges and not to his equipment balance Therefore, although his Sprint account balance appeared to be zero, no payment or credit had applied to his outstanding equipment charges, resulting in a systematically-recognized past-due balanceDuring our February 2, 2017, conversation with Mr [redacted] , he provided his valid account security information and authorization for us to address Ms [redacted] ’s reported concerns related to his Sprint account with her We spoke with her on the same date and explained the information outlined above We also assured her that, based on our review, the promotional award delay has been resolved, and we believe that Mr [redacted] ’s account invoices will reflect the proper promotional credits in the future We also agreed to review his February invoice when it generates to ensure that the promotional equipment credit applied properlyMs [redacted] indicated her understanding of the information provided However, she reiterated her dissatisfaction with her and Mr [redacted] ’s unfavorable customer experiences during their previous attempts to address that concern We thanked her for her candid feedback and assured her that we will forward that information to the appropriate managerial teams for additional review and possible changes to our training and processes We also applied a $credit to Mr [redacted] ’s account as a demonstration of our commitment to excellence due to any possible miscommunication that may have been provided related to the delay in the equipment credit processing On behalf of Sprint, I apologize for any inconvenience the [redacted] s may have experienced as a result of these concerns, but we are pleased that we were able to address Ms [redacted] ’s reported concerns satisfactorily If we can be of further assistance with these matters, Mror Ms [redacted] can contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### We are available Monday through Friday between a.mand p.m., Central TimeSincerely, Russell B.Executive Services Analyst