Sprint Corporation

February 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that when she leased her device, she took advantage of a promotional offer for a free tablet She stated that she was not informed that after one year there would be a monthly recurring chargeShe stated that she does not need the tablet and she is not using it; however, she was advised that there would be a $Early Termination Fee (ETF) if she cancelled it before her agreement is satisfied She is requesting a resolution to this issue 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 Our research shows that upon activation of service, Ms [redacted] was provided with a clear disc**sure of her monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to **cate signed copies of her electronic service agreement which includes a description of the charge(s) in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of tablet In addition, our records reflect that her monthly billing statement clearly and conspicuously disc**sed her promotional end date We have made multiple attempts to contact Ms [redacted] regarding her concerns We attempted to contact her via telephone and e-mail on February 2, 7, and 10, 2017, advising her we received her inquiry and our need to speak with her directly In addition a letter was mailed to her billing address on February 10, Unfortunately, we have been unable to speak with her directly Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe **ok forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused If Ms**’s concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, [redacted] R Executive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas 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 Mr [redacted] ***, submitted on May 22, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’ complaint, he states that he went into his local store to lower his billHe states that he was provided a quote for Monthly Recurring Charges (MRC) in the amount of $before taxes and feesHowever, his bill is $or moreMr [redacted] is requesting a credit in the amount of $and deactivation fees waived We spoke with Mr [redacted] on June and 2, 2017, regarding his concernsHe submitted to our office the summary of charges that was provided at the start of serviceAfter review, our office confirmed that the summary of charges included Monthly Recurring Charges (MRC) for the Unlimited Freedom w/ Autopay plan and Total Equipment Protection on three of the lines on the account at $per line and one line at $The summary does not include taxes, surcharges and feesIt also does not include the $subsidized phone charge that was assessed to lines ending in [redacted] and ***As a means to an amicable resolution and to bring closure to his concerns our office offered to credit the $subsidized phone charge that was billed on both lines as a courtesyUnfortunately, Mr [redacted] declined our offer Further, we attempted to speak with Mr [redacted] via phone and email on June 12, 2017, to offer to credit the accelerated charges for the canceled 24-month Installment Billing (IB) agreements on lines ending in [redacted] and [redacted] totaling $with the return of the deviceUnfortunately, our attempt was unsuccessful If Mr [redacted] would like to accept this offer, we ask that he contact our office by June 20, 2017, so that we may provide return kits to facilitate the return transaction 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:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

May 23, 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: The above-referenced inquiry filed by Mr [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our continuing to assess charges to his Sprint account after he and his wife canceled his lines of service, stating that he remitted payment for the Early Termination Fee associated with his final line of service on June 7, 2016, but recently became aware that we did not allow his wife to terminate that line as he believed Mr [redacted] requested that we forgive all charges assessed to his Sprint account after the November 25, 2016, attempted cancellation of that line of service and remove all negative collection reporting related to those charges We regret any possible misunderstanding that may have occurred regarding Mr***’s service cancellation We were unable to locate any request from Mr [redacted] to cancel the referenced line of service prior to May 3, As a result, we were unable to identify any Sprint billing error related to his dispute During our conversation with Mr [redacted] on May 19, 2017, we discussed the above-mentioned information We explained that one of his lines of service was ported to another carrier on May 3, 2016, prior to fulfilling the associated two-year service agreement and that, as a result, his Sprint account was assessed a prorated Early Termination Fee totaling $plus applicable taxes for that line of service, as reflected on his May 11, 2016, invoice Additionally, we explained that our records reflect that Ms [redacted] contacted us on November 21, 2016, to cancel Mr***’s remaining line of service but that our representatives correctly advised her that the Sprint account holder would be required to complete that request Ms [redacted] acknowledged, and Mr***’s Sprint account remained active At Mr***’s request, we terminated his remaining line of service effective may 19, 2017, thereby closing his Sprint account We also informed him that his final balance totaling $is due by June 4, As a courtesy, we placed his account on temporary collections hold pending payment in full by June 4, Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfaction On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr*** If we can be of additional assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

March 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ supplemental concerns to our attention According to the information provided, Mr [redacted] , who wrote in on behalf of the account holder, stated that at the point of sale, he believed he purchased four devices on installment billing agreements and recently was informed that two of the devices were on lease agreements He stated that he indicated that he wanted to own the devices, therefore, purchasing them on installment billing agreements, not lease agreements He stated that he does not agree that he should have to purchase the devices when the lease ends He is requesting a resolution to this issue Our Marketing department works diligently to ensure that our website and marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products 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 provide 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 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/lease We spoke with Mr [redacted] , an authorized account user, on March 22, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a credit of the device purchase price in the amount of $for the devices associated with the numbers ending in [redacted] and *** These charges will be assessed to the account upon the account holders request to cancel the lease agreements for those phone numbers, which will be fulfilled in May After the invoice prints, we will credit the device purchase price for the above-referenced devices He stated that he considers the issue resolved to his satisfactionWe appreciate Mr [redacted] ’ taking the time to provide us with the details of his experience with our Customer Care and Retail Store representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and have forwarded it to the appropriate management for review We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance, we 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 RExecutive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] C [redacted] Sprint Account xxxxx***, [redacted] S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] ***, filed on behalf of the account holder, Mr [redacted] *** We appreciate the opportunity to address their concerns Based on the information provided, Ms [redacted] advises that every time she contacts customer service, our representatives provide different information She also advises that they were recently offered an unlimited plan for $per month, and they were billed more because they did not sign up for automatic payment (AP), and electronic billing (eBill), which she advises was not disclosed As a result, she is requesting that we honor the $per month for the plan without the AP and eBill Our records reflect that the aforementioned issue has been resolved, and the ***s are now swith an unlimited plan for $per month before applicable surcharges and taxes Additionally, credits were applied to Mr***’s account to rerate the monthly charges Ms [redacted] advised our office on June 26, 2017, that this matter was resolved We appreciate Ms [redacted] for taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused the ***s If they need further assistance, they can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

August 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Thomasina [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] expressed her dissatisfaction that she is no longer receiving the monthly service credit for her acceptance of a targeted *0% Off promotional offer for her Samsung Galaxy Sdevice Ms [redacted] is requesting that Sprint review this matter Sprint spoke with Ms [redacted] on August 1*, We explained to Ms [redacted] that due to a system billing error, as of May 19, 2017, some customers no longer received the monthly service credit for the targeted *0% Off promotional offer for the Samsung Galaxy Sdevice We further advised Ms [redacted] that Sprint has corrected the error The monthly service credit will resume within the next two bill cycles along with the monthly service credits that were not applied due to the error Ms [redacted] expressed her understanding and satisfaction with the resolution We regret any inconvenience this matter may have caused Ms [redacted] 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, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

---------- Forwarded message ----------From: [redacted] ***< [redacted] >Date: Thu, May 18, 2017 at 12:51 PMSubject: Re: Sprint jist resolved all issued complaint # [redacted] .To: RevDex.com < [redacted] >Hello my name is [redacted] I'm writing to... let you know Sprint Executive escalation Department has resolved my issues to satifiaction credit issued 345.28Interaction numbers# [redacted] ###-###-####Yours Truly, [redacted] *** ###-###-####

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] indicated that she contacted our Customer Care representatives and requested that her services be canceled; however, her service is still active She also stated that she believes that her service is degraded at certain times, which does not allow her to use the network to her satisfaction She indicated that her attempts to resolve these matters have resulted in unfavorable customer service experiences As a result, Ms [redacted] is requesting assistance with requiring Sprint to cancel her service without any additional charges or fees We regret any difficulty that Ms [redacted] may have experienced while attempting to resolve her account cancelation and network concerns We have attempted to contact Ms [redacted] on July 10, July 31, August 1, and August 2, 2017, via e-mail and phone, and we mailed correspondence to her home address, but we have not been able to reach her However, we have reviewed her account, and based on a review of our records, we determined that Ms [redacted] ’s number ending in ported-out to another mobile carrierThe remaining lines of service on the account are suspended due to non-payment; however, the account is not yet canceled We have no confirmation that Ms [redacted] ’s services have been degraded However, Sprint does manage its network with the goal of delivering the best possible mobile broadband Internet access experience to its customersMobile network resources are not infiniteManaging the network is essential to promote the use and enjoyment of mobile data by our customersWe use reasonable network management practices that are consistent with industry standards for protecting Sprint’s network and customers and for managing the delivery of mobile broadband servicesJust as the Internet continues to change and evolve, so, too, will our network management practices to address the challenges and threats on the Internet We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a Personal Identification Number (PIN) and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account As such, should Ms [redacted] still require assistance, she can contact me by calling the toll-free number in the paragraph below and provide her account PIN or passcode We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concerns Should there be any additional questions or concerns with matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] R [redacted] Sprint Account xxxxx [redacted] 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 customers’ concerns to our attention In her inquiry, Ms [redacted] states that her money was taken out of her checking account without her consent She further states that she is paying $a month for a device that was stolen As a result, she would like to have her money back We spoke with Ms [redacted] regarding her payment concernsDuring our discussion, she confirmed that she recently received a $refund She also stated that she can only pay $a month at this time due her financial hardship We advised Ms [redacted] that we will accept her payments; however, if the account remains past due, her cancelled account will be refereed to an outside collection agency Ms [redacted] indicated that she understood and did not have any further concerns at this time If we can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Andrew J [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrAndrew J [redacted] We appreciate the opportunity to address his concerns Based on the information provided in his inquiry, MrJ [redacted] advised the end users of the phone numbers ending in [redacted] and [redacted] moved their equipment between their lines and that the end user of [redacted] ported the number to another carrier and turned in the phone to the new carrier Further, MrJ [redacted] advised that after this cancellation occurred, the end user could not obtain reimbursement for the lease cancellation charges because it did not match the phone turned in, and the other lines on the account were suspended as a result Therefore, he requested that we update the lease agreements to match the phone number associated with that specific phone, and release his numbers so he can port them And last, he requested that we negate the account balance and remaining lease charges During our conversation with MrJ [redacted] on October 19, 2017, he advised that he moved some of the phones to other numbers on the account that were not associated with the original lease agreement We advised him that customers can move their equipment between their phone numbers; however, the lease agreements do not move from the original number it was accepted on Also, some of the numbers are no longer active, and we cannot move or make any changes to those agreements Additionally, we confirmed that his service had been suspended for a past-due balance At MrJ [redacted] ’s request, we canceled the service on his remaining phone lines and advised him that any outstanding lease charges would be immediately assessed to his account Although the lease cancellation charges are valid, and we were unable to identify a Sprint billing error related to this matter, in our effort to reduce MrJ [redacted] ’s payable balance to Sprint, we offered to send packages to return his phones in exchange for waiver of the remaining lease charges and the device purchase price We advised MrJ [redacted] that all phones must be in good condition, with no physical damage MrJ [redacted] accepted our offer Accordingly, we sent return packages to his billing address to facilitate the return of the following devices, a Samsung Galaxy Note (serial number [redacted] ), a Samsung Galaxy S(serial number [redacted] ), a Samsung Galaxy S(serial number [redacted] ), and a Samsung Galaxy S(serial number [redacted] ) We advised that after we receive these devices, and all credits have been applied to his account, he will owe for the monthly service charges totaling about $ Although MrJ [redacted] accepted the offer noted above, he requested additional account credit for this matter Sprint appreciates MrJ [redacted] ’s past patronage; however, as per the Terms and Conditions of Service, Sprint is not required to provide credits to its customers in an effort to resolve the concerns that are brought to our attention Therefore, Sprint does not believe that an additional credit is warranted for this matter because the noted remaining balance is payable to Sprint for services provided Based on the information received from MrJ [redacted] , he advised that he had an unfavorable experience while attempting to cancel the service on his account We appreciate him taking time to provide details of his experience with our representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused MrJ [redacted] If he needs further assistance, he can contact me toll-free at 1-855-848-3280, 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, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because Sprint did NOT fulfill any of my requests SPRINT did NOT remove digitally displayed SPRINT from my upper left hand corner of my cellphone.SPRINT did not credit me any money for forced advertisingSPRINT CEO did NOT list my name in upper left hand corner of his cell phone.Regards, [redacted]

Tell us why here Irving, TX 75016April 11, 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 March We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] expressed her dissatisfaction with the activation of a Slate Tablet device reflected on her accountMs [redacted] stated that she declined to activate the additional Slate Tablet device and attempted to cancel the line of service, without successMs [redacted] requested that Sprint this review this matter, cancel the Slate Tablet device and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaint According to our records, Ms [redacted] purchased a Slate Tablet device associated with phone line ending in [redacted] at discounted pricing in exchange for a two-year Service Agreement via our Telesales group on December 5, At that time, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, equipment purchase, and all other applicable fees and charges Based on our review, we were unable to identify any miscommunication regarding the activation of her Slate Tablet device Further, our records reflect indicate on December 20, 2016, Ms [redacted] contacted our Customer Care group requesting to cancel the Slate Tablet device associated with phone line ending in ***However, due to inadvertent error, the above device remained activeWe confirmed on March 17, 2017, the Slate Tablet device was cancelled and an adjustment of $was applied to Ms [redacted] ’s account to offset the monthly recurring charges, Early Termination Fee and taxes as reflected on the December 13, through March 13, billing statementsIn addition, on March 23, 2017, Ms [redacted] ’ account was suspended due to nonpayment Thereafter, Ms [redacted] remitted a payment of $158.61, which promptly restored her servicesPlease note that Ms [redacted] ’s account will be assessed a reconnection fee of $41.33, which will appear on her April 13, billing statement We spoke with Ms [redacted] on April 10, 2017, and relayed the above information to herTo satisfactorily resolve this matter, we offered and Ms [redacted] accepted an adjustment of $to offset the reconnection fee, late fees and taxesThis adjustment will appear on her April 13, billing statementexpressed her satisfaction with the resolution provided to her We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [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 TimeSincerely, /s/ Regina S.Executive Services Analyst

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, From: [redacted] < [redacted] >Date: Wed, Feb 3, at 9:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: [redacted] Hello!I wanted to reach out and let you know that Sprint contacted me regarding this issue and has resolved it to my satisfaction by removing the erroneous chargesI tried to find a place to update the case on your website but I couldn't find anywhere to do so - hopefully this email will sufficeThanks,***

June 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate the opportunity to address his account concerns According to the information provided, Ms [redacted] states that when she added two new wireless lines of service and a tablet line of service to her account in April 2017, she was led to believe that her monthly rate would not increase As a result, she is requesting that Sprint review this matter During our discussion with Ms [redacted] , we confirmed that her account is currently configured with Sprint’s Unlimited Freedom Plan, consisting of unlimited talk, text, and data per line This plan bills $for her wireless line ending [redacted] per month, her secondary line ending [redacted] bills $per month, and her wireless lines ending [redacted] and [redacted] currently have a $monthly charge She also has a wireless tablet line ending [redacted] that bills a total of $per monthShe has the Total Equipment Protection option added to wireless lines of service ending [redacted] and [redacted] that bill at a total of $per month Additionally, she has two Lease Agreements and two Installment Billing Agreements that bill a total of $monthly; and an accessory agreement that bills a total of $monthlyShe receives monthly credits totaling $to offset the cost of her two lease agreements The sum of these charges total $before applicable discounts, taxes and surcharges Ms [redacted] has the option to change her service plan at any timeDespite being unable to confirm that a Sprint billing error occurred, in an effort to amicably resolve this matter, on June 1, 2017, we cancelled Ms [redacted] ’s wireless Tablet line ending *** We agreed to offset the lease cancellation charges associated with wireless number ending [redacted] with the condition that she returns the tablet device in good condition Ms [redacted] accepted our offer As a result, we mailed a return package to her to facilitate the equipment’s return Upon receipt of the equipment in Sprint’s warehouse, the applicable installment billing cancellation charges will be credited accordinglyIt is always Sprint’s goal to reach an amicable resolution with our customers In an effort to bring closure to this matter, we also offered to apply one-time credits totaling $to Ms [redacted] ’s account to offset a potion of the disputed charges incurred Ms [redacted] accepted this offer and understands the billing on the account moving forward Accordingly, we believe we have fully addressed Ms [redacted] ’s account concerns As a result, no additional credit will be issued for this matter We regret any inconvenience this matter may have causedIf Ms [redacted] has any further concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely,Sean J.Executive Services Analyst

July 6, 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 office We appreciate your assistance in bringing our customer’s supplemental concerns to our attention In the inquiry, Ms [redacted] indicated she changed her lines of service to a standby plan but they were not changed She further advised that she attempted to resolve the matter via customer service but has not received a return call As a result, she is requesting we review the account We reviewed Ms [redacted] ’s account and forwarded her complaint to our dedicated Business Customer Care department for review We requested documentation regarding Ms [redacted] ’s claim of her request for the standby plan as we were unable to confirm her request by reviewing her account She was unable to provide documentation supporting her claim Therefore, we determined that a credit is not due and no billing error occurred At Ms [redacted] ’s request, we canceled three lines of service Phone number ending [redacted] will be assessed a $End of Lease (EOL) fee, but will be credited upon return of the device to our warehouse Phone number ending [redacted] will be assessed a $Early Termination Fee as the two-year service agreement is not satisfied Phone number ending [redacted] will be assessed a $EOL fee but will be credited upon return to the warehouse We are confident the issue in the complaint is resolved and regret any inconvenience Ms [redacted] may have experienced 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 from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

May 23, Revdex.com Ward Parkway, Suite Kansas 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 Mr [redacted] ***, submitted on May 9, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she is disputing two $Non-Turn in fees assessed to her account Ms [redacted] states that she was not advised that participation in the Contract Buyout promotion required her to turn in the devices that were active on her previous carrier’s account Ms [redacted] is requesting that we remove the charges from her account, and train our sales associates to disclose all details of plans and promotionsWe regret any misinformation and/or misunderstanding that may have occurred at the point of sale However, upon registration for the Contract Buyout promotion, at www.sprint.com/joinsprint, customers are made aware of the criteria for the promotion This includes the requirement to tuthe competitor phone that was active at the time that they switched to SprintAlso, a Return Kit is mailed to the customer once the registration is approved Further, the Terms & Conditions of the contract buyout offer include: “As a condition of the contract buy-out offer, you are required to turn in your current competitor phone associated with the installment billing balance or Early Termination Fee (ETF) submitted to Sprint Important: If you do not turn in the correct device, you will be charged up to the amount of the Reward Card provided to you.” We spoke with Ms [redacted] on May 18, 2016, regarding her dispute and advised her of the aboveWe also confirmed that she received AMEX Reward Cards in the amount of $for line ending in [redacted] and $for line ending in in February However, the required tudevices were not received, resulting in two $Non Tufees on her April 30, 2016, invoice Although the disputed charges are valid, we offered to waive one of the Non Tufee in the amount of $200, as a means to provide an amicable resolution and to bring closure to this concernAt this time, Ms [redacted] has not accepted our offerShould Ms [redacted] change her mind, this offer will remain valid through June 1, 2016, and she may contact me directly to accept the account creditWe 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 processesWe 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:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

October 28, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Ms [redacted] indicated that she returned a device to a Sprint retail store within Sprint Satisfaction Guarantee period; however the device return was not recorded As a result, she incurred lease charges totaling $ She requested to confirm that the account has been canceled and that the account balance was brought to zero We regret the delay in processing Ms [redacted] ’s device return We partnered with the Sprint authorized third-party retail store owner who conducted an investigation We determined that the device was returned To resolve Ms [redacted] ’s concerns, we arranged for the device return to be processed, and credits totaling $to be applied to the accountDuring our October 26, 2016, e-mail conversation with Ms [redacted] , we advised her of the previous information and that her account is currently in closed status and reflects a zero balance We regret any inconvenience this matter may have caused Ms [redacted] If we can be of any further assistance with this issue, Ms [redacted] 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

Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:I went into the Sprint store #on [redacted] ***, Chicago, IL before entering the [redacted] , Bridgeview, IL at hours Sunday, May 7th, and I was stunned at the inattentiveness and sheer lack of good customer service of the associates at both storesI had visited this store twice after waiting to minutes the 1st time in which nobody said "Welcome to Sprint, we'll be with you in just a moment." At least they did the 2nd time after leaving another store on [redacted] , Bridgeview, ILYour store, had only two associates available, all busy the 1st time, but when I returned the second time after no success at the 1st store, there were at least associates at hoursThe store associate [redacted] had me in the store for minutes in which his excuse for the wait was that the system wasn't allowing him to log inWhat puzzles me is that other associates didn't seem to have that same problemI have been a Sprint customer at least years and it is a remarkable thing to see how the poor customer service prevailsUnder no circumstances can in any of my job descriptions hold a customer for an extensive amount of time and only say that there are no repair associatesI will say that I will continue to patronize that store due to its location in hopes they would address customers better, but if I see a lack of knowledgeable associates I'll keep reporting it until they change the work culture of their associatesMy Galaxy Sphone that likely overheated is not workingIt is sickening also that the associates spend more time on trying to sell a phone instead of address a current customer's concerns [redacted] attempted to sell a phone instead of address the causes of my phone not workingWhile [redacted] addressed me faster than anyone else did and did try to troubleshoot the phone, he didn't do anything you'd expect from a worker, he wasn't updating me on the reason for the long waitThe store closes at hours, and by I elected to leave.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:I had an old Galaxy Sthat I wanted activated instead of my obviously broken Galaxy Sthat I came into the store withI want to see that there are repair technicians available during the weekend at these Sprint storesI am paying for a phone that is not working, I want my accumulated service suspended

[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:it is and does not address my complaint.1-why was I told the charge was a mistake by Sprint?2-why was the charge applied without reason for it.3-why was my service disconnected even if I was making payments.4-on 3/I asked for Mr [redacted] to be removed from this caseWhy was he not? Regards, [redacted]