Sprint Corporation

Complaint: [redacted] I am rejecting this response because: I have called the insurance company and cause the phone has no damage to it its not cover when I spoke to the gentleman from sprint he said take it to the store did what was asked and they want to charge to so it is a lie that they wont charge you your first time the guy is the store did not even know what was wrong with the phone he just wanted the dollors and to be honest sprint sent me these defective devices they should make right but there prouduct I have not been able to use the phone in three week I just want them to make right by there customer Regards, [redacted] ***

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

Executive & Regulatory Services POBox Irving, TX June 15, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she was initially informed that she was eligible for the Sprint Discount Program (SDP) Ms [redacted] further states that she was later informed that the SDP cannot be combined with her monthly service plan Ms [redacted] has requested that we apply her SDP to her monthly service plan We attempted to contact Ms [redacted] by telephone and e-mail on June 2, 9, and 15, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience In an effort to address Ms***’s concerns we have reviewed the account We confirmed that the service plan associated with Ms***’s account is eligible for the SDP Further, our records confirm that in April 2017, Ms***’s eligibility for the SDP was validated and the associated $per line discount was scheduled to begin awarding within one to two billing cycles Unfortunately, Ms [redacted] canceled her service prior to receiving the discount We regret any frustration this matter may have caused, as well as any incorrect information regarding SDP and the service plan that may have been provided We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review 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 Analys

May 8, 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 of Ms [redacted] , an authorized contact on the account of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she had cancelled her service with us due to billing issuesIn 2016, Mr [redacted] made the decision to return to us for their wireless service provider through his employer and each had their own separate accountMs [redacted] stated that in January 2017, she agreed to merge her account with Mr [redacted] with the understanding that her price plan would not change; however, their account’s total billing increasedMs [redacted] further stated that she has attempted to resolve her billing dispute for several months with our Customer Care group, without success We regret any possible misunderstanding that may have occurred related to Mrand Ms [redacted] ’s monthly billingOur records reflect that on January 26, 2017, three lines of service were activated under account holder, [redacted] , with our Unlimited Freedom with AutoPay price plan for unlimited talk, text, and data usage for $for three lines of service, and if enrolled in our recurring automatic payment program (AutoPay), would receive a $monthly credit for each line of serviceOur review further reflects that on March 8, 2017, the account’s price plan was changed to our Percent Competitor price plan for GB of data, and unlimited talk and text for three lines of service, which is a recurring $for the competitor service provider for three lines of service, but through January 8, 2018, we offer the same plan at a discounted recurring $cost During our April 28, 2017, conservation with the account holder, Mr [redacted] , we explained the information outlined aboveIn an effort to resolve his billing concerns, we agreed to re-rate his January and February invoices to the current price plan reflected on his accountOur attempt to follow up with Mr [redacted] on May 5, 2017, was unsuccessful, but we left a detailed message via telephone and to his e-mail address advising that credits totaling $were applied that same date to rerate his January and February invoices to his current promotional price plan We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her experience to improve our sales and customer service training and processes We regret any inconvenience these matters may have caused but are pleased that Mrand Ms [redacted] ’s reported concerns were resolved satisfactorilyIf we can be of further assistance with these issues, Mror Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

June 13, 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 Ms [redacted] ***, filed on behalf of the account holder, Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that when she switched to Sprint, she was offered a free tablet; although she did not need the tablet, she stated she accepted the tablet due to the sales representative’s persistence Ms [redacted] stated that in May 2016, she realized she was being billed $per month for the aforementioned tablet Ms [redacted] further stated that when she attempted to resolve, she was presented with the Installment Billing Agreement (IBA) she agreed to; however, she stated she believes that she was deceived at the point of sale Ms [redacted] further stated that she accepted the offer to have the tablet line cancelled; however, an account credit of only $was applied to her account As a result, Ms [redacted] is requesting that Sprint credit her an additional $for the amount she paid prior to her tablet line cancellation We regret any possible misunderstanding regarding this matter Our records reflect that on May 26, 2017, the tablet line ending in [redacted] and its corresponding lease were cancelled Although we were unable to identify a Sprint billing error, as a gesture of goodwill, a credit of $was applied to the account to offset the payoff balance due for the Installment Billing Agreement, plus an additional $credit for partial reimbursement of prior payments remitted During our discussion with Ms [redacted] on May 23, 2017, we explained our aforementioned findingsMs [redacted] expressed her understanding of the outlined information; however, she stated she was still dissatisfied with our handling of the matter and believed an additional credit of $was still due to her As an additional gesture of goodwill, and in an effort to bring complete closure to this matter, we issued an additional credit of $to offset the remaining cost of the device in questionMs [redacted] expressed her satisfaction with our handling of the matter Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience this matter may have caused Ms***, and we appreciate her continued business If we can be of further assistance, 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, Leslie [redacted] Executive Services Analyst

The above-referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] stated that the billing amount on his Sprint account is not what he was quoted when he called to obtain his final balance prior to cancelling his accountHe is requesting a bill adjustment Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service planSprint received a port-out request for two of the subscriptions on Mr [redacted] ’s account on August 14, 2015, at that time those lines of services were automatically cancelled; further our records show that on August 15, 2015, Mr [redacted] contacted our Customer Care department to cancel his remaining lines of serviceThose lines of services were set to expire on the last day of his billing cycle, August 25, Although he may not have elected to utilize the service following his cancellation request, the service was available to him, and the full monthly service charge is validWe regret that this may not have been explained to him; however, this information is provided in our Terms and Conditions of Services Further, our records show that Mr [redacted] elected to activate phone number ending in January 2014, and agreed to a two year Service Agreement in exchange for a subsidized deviceSince he cancelled that line of service prior to its agreement satisfaction date of January 2016, his account was automatically assessed an Early Termination Fee in accordance with our cancellation policy, which can be viewed at www.sprint.comWe spoke to Mr [redacted] on September 4, to discuss this matter furtherAlthough we maintain that no credit is due and all charges are valid, in an effort to amicably resolve Mr [redacted] ’s complaint we have applied a one-time service credit totaling $to his account to offset the account balanceAs a result, the account is closed with a zero balanceMr [redacted] confirmed satisfaction with this resolution We regret any misunderstanding that may have occurredIf we can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-#### or direct at ###-###-####I am available Monday through Friday, between 7:a.mand p.m., Central Time Sincerely, John C John C Executive Services Analyst

March 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] D [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] D***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided in Ms***’s inquiry, she advises that she canceled her account because she was given incorrect information regarding the price of her plan, as well as the iPhone Forever programShe further advises that one of our representatives advised her that Sprint would waive the remaining lease charges if she returned her phones in good condition to a Sprint storeTherefore, Ms [redacted] is disputing the remaining lease cancellation charges totaling $ We confirmed that one of our representatives advised Ms [redacted] to return her phones to a store for waiver of the remaining lease charges on December 6, We confirmed that these devices were returned to a Sprint store on December 16, 2015, and a $credit was applied to her account, which is the buy back value of the phonesWe also confirmed that a credit for one of the lease cancellation fees, $246.49, was applied to her account on January 4, 2016, leaving a $balanceAlthough the lease cancellation charges are valid, in an effort to honor the offer that was extended in December 2015, we applied credits to Ms***’s account to offset the remaining lease cancellation chargesAs a result, her closed account reflects a zero balanceMs [redacted] is satisfied with the resolution We appreciate Ms [redacted] for taking the time to provide details of her experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize this input to improve our training and processes We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf she needs further assistance, she can reach me toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal M Executive Services Analyst

June 20, 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 inquiry of Ms [redacted] regarding the Sprint account of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] described multiple unfavorable customer experiences during her attempts to remit a payment and upgrade a device on Mr [redacted] ’ Sprint account, advising that several of our representatives were unable to access his account even after she and Mr [redacted] provided the correct account security responsesShe requested that we correct that account access issue or cancel his Sprint services We regret any difficulty the [redacted] es may have experienced during their recent attempts to access Mr [redacted] ’ Sprint account During our May 30, 2017, conversation with Ms [redacted] , she confirmed that the account security information was reset with the assistance of one of our retail representatives on May Because we were able to access his account with no difficulty during our interaction, we are confident that his account-access issue has been fully addressed During that conversation, we explained Mr [redacted] ’ rate plan and equipment billing, and we suggested a different rate plan that would meet their wireless communication needs at a lower cost each monthMs [redacted] stated that she would discuss that change with Mr [redacted] and that her reported issues had been fully addressed We appreciate Ms [redacted] ’ providing details of her experiences with our Customer Care representatives and management team We are continually striving to improve the level of service we provide, and we value customer feedback Please be assured that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret any inconvenience these issues may have caused the [redacted] es If we can be of further assistance with these matters, Mror Ms [redacted] can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [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 responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The provider has a bill and keeps pretending they have no bill I am not sure why Ms [redacted] think she can speak with anytime she calls: When she calls me I am in class: I am not going to leave what I am doing to speak with her, when she can send an email When she sends me an email I do respond as soon as I am out of class; furthermore, her communications are circular and do not add anything new She continues to uphold Spring will not pay the bill On my part, I am not going to pay for equipment I surrendered to them.Other providers do not put the client they are buying out between the originating company and them: Sprint doesWhat kind of practices are those?What is difficult in paying back ATT if they recognize I surrendered the equipment to them Where did they put the equipment and why are they having difficulty in paying the bill?? The answer is Sprint dos not want to Where did they put my equipment I gave to them?? It is clear to me they never intended to make good on their promise to pay the bill to ATT I am not even sure what they mean we had coverage, when I indicate I was stuck over two hours with no coverage; the reason they think I would like about something like this is beyond me Furthermore this statement of theirs is even scarier than I thought: If I had no coverage and Sprint does not even realized it what does that mean??? That in itself is a scary notion Sprint is not showing the will to solve any of the problems they caused me Regards, [redacted]

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] states that she has been experiencing problems making and receiving calls She also states that her data connection is slow As a result, she is requesting that Sprint fix these problems and issue a credit to her account for the inconvenience We constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customers Our Engineering team previously investigated the cell sites serving Ms [redacted] ’s local calling area and determined that this is an in building issueTo further enhance coverage, we have recommended that Ms [redacted] install a Magic Box at her home location As a result, in an attempt to improve her indoor coverage, we ordered her a Magic Box and adevised her that we will monitor her service over the next days to confirm if the Magic Box has improved her service experience Additionally, as a gesture of goodwill, we have applied credits totaling $to her account It is important to note that Ms [redacted] ’s account reflects ample talk, text and data use each month, and as such, no additional credit will be applied for this matter In addition, in the event that the Magic Box does not improve her indoor coverage, she will need to return the device to us to avoid the potential for assessment of a non-return fee Our office can assist with facilitating the return During our discussion with Ms [redacted] , we confirmed that she has six wireless lines active on her account and effective her August bill cycle, her account will be modified to reflect Sprint’s Unlimited Freedom Plan Sprint’s Unlimited Freedom Plan consists of unlimited talk, text, and data per line This plan bills $for her primary line per month, her secondary line bills $per month, and her lines through will bill $per line monthlyHer sixth line of service bills $per monthShe also has Total Equipment Protection added to all six lines of service on her account that bill a total of $monthlyAdditionally, she has six lease agreements that bill a total of $monthlyThose rates do not include applicable taxes and surcharges nor do they reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) optionMs [redacted] can find the full details of this plan, as well as all of our current plans, at www.sprint.comThe sum of these charges total $before applicable discounts, taxes and surcharges Mr [redacted] has the option to change her service plan at any time We regret any inconvenience this matter may have causedIf Ms [redacted] has any further concerns, he 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 JExecutive Services Analyst

July 26, 2017 RevDex.com of Greater Kansas City 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] expressed her dissatisfaction with the length of time taken for us to award monthly device credits owed to her for participating in a recent equipment upgrade promotion. She also stated that her employer-based service discount has been removed from her account and described unfavorable customer experiences while attempting to address those concerns. Ms. [redacted] requested that we provide a credit for the device promotion missing service discount amounts and that we discontinue her Sprint services. We regret any misunderstanding that may have occurred regarding our referenced device promotion or the status of Ms. ***’s referenced employer-based service discounts. We further regret that those concerns may have led to her decision to terminate her services with us effective July 19, 2017. However, based on the nature of her inquiry, it will be necessary for us to speak with Ms. [redacted] directly in order to validate her account security information and obtain additional details that will aid in our review of her reported issues. Unfortunately, our attempts to contact Ms. [redacted] via telephone and e-mail on July 14, 17, and 19, 2017, to discuss her reported concerns were unsuccessful. We also mailed a letter to Ms. [redacted] at her address of record on July 20, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for assistance. However, we have not yet received any response from her. Although we were unable to speak with Ms. [redacted] directly, we identified that an inadvertent keying error related to the referenced equipment offer may have led to the promotion not awarding to her account as expected. We also confirmed that, although Ms. [redacted] may have qualified for a Sprint Discount Program (SDP) employer-based service discount, she subscribed to a promotional rate plan on December 12, 2016, that was designed with significant built-in price reductions that make it ineligible for further discounts. We appreciate Ms. ***’s 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 that these concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience these matters may have caused Ms. ***, as well as the loss of her business. We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so. If these issues remain unresolved, we invite Ms. [redacted] to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7 a.m. and 4 p.m., Central Time. Sincerely, Beatrice R Executive Services Analyst

Tell us why here...June 8, 2017 RevDex.com Serving Greater Kansas City 8080 Ward Parkway Kansas City, MO 64114 Re: BBB Case [redacted] , [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 16, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. Mr. [redacted] ’s filing expressed his dissatisfaction with the inability to receive an offer to lower his monthly recurring charges to $175 -$190 per month. Mr. [redacted] stated that he was assured that his monthly billing statement would approximately be $175 to $190 per month. However, his billing statements have exceeded the quoted amounts. Mr. [redacted] further stated that he contacted our Customer Care group several times to address his concerns, without success. Mr. [redacted] requested that Sprint review this matter and apply an adjustment to his account accordingly. Sprint has reviewed Mr. [redacted] ’s complaint. According to our records, on February 24, 2017, Mr. [redacted] contacted our Customer Care group regarding his price plan. We confirmed that Mr. [redacted] was offered the Unlimited Freedom plan, which he accepted. We confirmed that Mr. [redacted] was not properly informed about the $25 Subsidized Phone Charge per line/per month associated with phone lines ending in [redacted] and ***. Please note the price plan that Mr. [redacted] selected stipulates that devices purchased at a discounted rate will be assessed a $25 Subsidized Phone charge per month. The Subsidized Phone charge is waived only on devices that are activated on Sprint Lease or Monthly Installment options. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans. In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Mr. [redacted] a one-time courtesy credit to offset the Subsidized Phone Charges associated with phone lines ending in [redacted] and [redacted] for twelve months. We attempted to contact Mr. [redacted] via phone and e-mail on May 17 and 19 of 2017, and mailed a letter to his address on file on May 23, 2017, advising him of our receipt of his complaint and our need to speak with him directly. Unfortunately, we have not received a return call from Mr. [redacted] . Therefore, we continued with our contact efforts to Mr. [redacted] on May 31, 2017 and June 5, 2017, to relay the aforementioned resolution to him, without success. Should Mr. [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within 7 days from the date of this response. 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 Mr. [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint. We look forward to speaking with Mr. [redacted] and encourage him to contact us at his earliest convenience. We regret any inconvenience this matter may have caused Mr. [redacted] . If Mr. [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-#### ext. ***. I am available Monday through Friday between the hours of 8 a.m. and 4 p.m., Eastern Time. Sincerely, Cheryl S. Executive & Regulatory Analyst

July 12, 2017 RevDex.com 8080 Ward Parkway, Suite 200 Kansas City, MO 64114 Re: BBB Case [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 our not terminating his referenced line of Sprint service as requested in April 2015, leading to additional charges of $480 assessed to his account. He requested that we provide a refund of those charges. We regret any possible misunderstanding that may have occurred regarding Mr. [redacted] ’s referenced service cancellation and related billing. We have made several attempts to contact Mr. [redacted] via telephone and e-mail to discuss this matter in detail; however, each time we have spoken with him, he has been unavailable to talk with us and advised that he would contact us back. Unfortunately, he has not yet contacted us. Although we were unable to speak with Mr. [redacted] to discuss his dispute in detail, we reviewed his account. Based on the information provided and our records, we have been unable to identify billing error associated with his Sprint account. We also have no record of his referenced service cancellation request. As such, it will be necessary for us to speak with him directly in order to validate his account security information and obtain additional details that will aid in our investigation. We believe that we can fully address Mr. [redacted] ’s reported concerns, and we look forward to having the opportunity to do so. Sprint has no higher priority than our customers. The telecommunications industry is extremely competitive, and we realize that the quality of products and the level of customer service we provide will define our success. As such, if Mr. [redacted] ’s reported issue remains unresolved, we invite him to contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7 a.m. and 5 p.m., Central Time. Sincerely, Sean [redacted] Executive Services Analyst

September 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [redacted] , Witt, M [redacted] Sprint Account xxxxx3495 Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry of Mr. M [redacted] Witt, and this complaint was forwarded to the Executive & Regulatory Services department for review. This complaint was served on Sprint on September 21, 2017. In the information provided, Mr. Witt stated that he filed a complaint in April/May 2017 regarding devices being provided to him that he stated were supposed to be free of charge. He stated that he spoke with our office, and as a resolution, he was informed that the devices could be returned, and that his account would be credited back the money he paid. Mr. Witt indicated that it has been five months, and the issue is still not resolved. As a result, he is requesting that he receive a refund for the amount he paid. Based on a review of our records, on May 30, 2017, we informed Mr. Witt that with the third line of service added to his account, and without insurance, he is paying $187.96 monthly, whereas prior to the third line of service being added, he was paying $188.47 before taxes, surcharges and fees. With the accessory charge of $30, he is paying $217.96. Mr. Witt indicated that he wanted to revert to what he had prior to visiting our retail store and keep two lines of services. Therefore, to bring closure to the matter, we canceled the line of service ending in 6016, and we sent return kits to facilitate the return of the Samsung Galaxy J3 and the Samsung Gear watch. Further review of our records determined that the Samsung J3 device was confirmed returned on June 14, 2017, and a $154 credit was applied to Mr. Witt’s account on the same day to offset the cancelation/acceleration charge. Also, the Samsung Gear accessory was confirmed returned and a $239.99 credit was applied to Mr. Witt’s account on July 18, 2017, to offset the accessory charge. Mr. Witt’s recent complaint is that he was billed each month for the accessory before cancelation occurred, and he is disputing the monthly charges. Our records reflect that a $30 per month charge was billed for the Samsung Gear Watch from April to July 2017; therefore, one of our Customer Care representatives applied a total $120 credit to Mr. Witt’s account effective September 24, 2017, to offset the disputed charges. The charges he incurred for the Samsung Galaxy J3 device were not credited; therefore, we applied an additional $70.32 credit to his account today for the charges reflected on the April and May 2017 invoices for the line of service ending in 6106. There are no charges for this line of service on the June 2017 invoice. As a result, the total credit applied to Mr. Witt’s account to fully resolve this matter equals $190.32. We regret any inconvenience that Mr. Witt may have experienced while attempting to resolve his account concerns. Should he have any additional questions or concerns with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext. 2167. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Bridgette F. Executive Services Analyst

August 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Ms [redacted] , regarding our prior response dated July 6, We regret the circumstances that led Ms [redacted] to contact your office again Accordingly to Ms [redacted] ’ follfiling, she stated that she has had an unfavorable customer experience while attempting to address service issuesMs [redacted] stated that her issues were addressed and she was offered a $credit that she only received due to contacting the Revdex.comAt this time, she stated that she still has not received a paper billing statement for her to review and she has requested that we send her a paper billing statement, enabling her to remit a payment to her account to satisfy her balance We spoke with Ms [redacted] on August and of 2017, regarding her concernsOur office verified that the address on file is where she should receive her monthly billing statementsIn an effort to bring about an amicable resolution and to bring closure to this concern, our office mailed the July billing statement to the address on fileWe advised that she will receive the statement in 7-business daysFurthermore, we applied a credit in the amount of $for the billed late fee on the August billing statementThe current balance on the account is $Ms [redacted] expressed satisfaction with the action taken 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 processesWe regret any frustration this matter may have caused Ms [redacted] If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP.LaToya P.Executive Services Analyst

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [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 attention In her correspondence, Ms [redacted] stated that her husband passed away and she contacted our Customer Care department to cancel his subscription She stated that our Customer Care department representatives changed her service plan and advised her of the documents required to process her request Ms [redacted] stated that although she submitted the proper documents the subscriptions was not terminatedFurther, she was billed for two separate monthly service charges As a result, she is requesting that we cancel the subscription and credit any additional charges she incurred since she made her initial request During our conversation with Ms [redacted] on June 9, 2016, we apologized for any inconvenience she may have experienced as a result of this issue Further, based on the information provided and the records on the account we agreed to cancel phone ending in ***Additionally, we applied credits totaling $to her account to offset all of the charges she incurred since her initial request on January 22, Her account currently reflects a credit of $Ms [redacted] accepted our offer and is satisfied with our resolutionWe appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias [redacted] Executive Services Analyst

February 8, 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 Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In in the information provided, Ms [redacted] expressed her dissatisfaction with her experience while trying to cancel her phone service with Sprint and return the leased device Ms [redacted] requested that we process her request to cancel her account with Sprint During our February 7, 2017, conversation with Ms [redacted] said advised that she is currently unemployed and needs to cancel her service as she can no longer afford paying for itAs requested, we canceled her service with Sprint and also sent a kit to return the device to our warehouse in good working condition Once we have received confirmation receipt of the device, we will credit the associated equipment charge We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representativesWe 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 this matter may have caused, and we are happy that we were able to resolve Ms***’s issue If we can be of further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AAssociate Analyst

December 20, 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’ concern to our attention According to the information received, Mr [redacted] stated that he cancelled his service within Sprint’s day Satisfaction Guarantee period He stated that after six days he discovered that his bill was $higher than he was advised it would be at that point of sale and he was dissatisfied with the service He stated that he put a down payment on a device that was ordered however, when he received it, it was not the device he had requested In addition, he stated that when he turned in his devices at the point of sale, he was advised that they no longer had the devices that he had turned in from his previous carrier He stated that he has returned all the equipment and has still not received his old devices backHe is requesting a refund of all charges assessed to his account For a limited time, on any new line of service activated on/after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returns Customers can try Sprint service without being liable for service and device charges The Sprint 30-Day Satisfaction Guarantee covers reimbursement for device purchase (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned Further there are no restocking fees Sprint notes that our 30-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process However, this may not reflect the policy of our third-party retailers 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 We have made multiple attempts to contact Mr [redacted] regarding his concerns We attempted to contact him via telephone and e-mail on December 9, 13, and 14, 2016, advising him we received his inquiry and our need to speak with him directlyIn addition, a letter was sent to his billing address on December 14, Unfortunately, we have been unable to speak with him directly Mr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account As a result, we want to advise Mr [redacted] to have his PIN and security information available when he contacts us We regret any inconvenience these matters may have caused and look forward to speaking with Mr*** If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concern to our attention According to Mr [redacted] ’s follfiling, he expressed his dissatisfaction with the inability to receive promotional service credits as part of Sprint’s Lease iPhone 6s (32GB) and Get Another Lease On Us promotional offer, in association with his two iPhone 6s Rose 32GB devices for phone numbers ending in [redacted] and ***Mr [redacted] requested that Sprint review this matter and honor the promotional offer Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, our records reflect that Mr [redacted] established services with Sprint on November 26, At that time, he portphone numbers ending in ***, ***, [redacted] and *** In addition, Mr [redacted] activated four iPhone 6s Rose 32GB devices via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the 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 Upon activation of service, Mr [redacted] was provided with a clear disclosure of his equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Mr [redacted] ’s Lease Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Mr [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of his current plan Please note that Sprint’s Lease iPhone 6s (32GB) and Get Another Lease On Us promotional offer was effective on November 14, through December 4, Qualifying customers who participated in Sprint’s Lease iPhone 6s (32GB) and Get Another Lease On Us promotional offer are required to order both Leased devices on the same day on the same account to obtain two iPhone 6s 32GB or 128GB devices on a 15-Month lease term in order to receive a monthly service credit in the amount of $ However, if a customer is upgrading one line of service, a new line is required for the second device to qualify for the promotional service creditPlease be advised that qualifying customers will be charged for both Leased devices and will see a monthly service credit on the bill within one to two billing cycles We spoke with Mr [redacted] on June 14, 2017, and relayed the above information to him During that call, Mr [redacted] confirmed that he is receiving his promotional service credits to his account Also, we informed Mr [redacted] the promotional credits are applied on the 26th of every month as reflected on his billing statements Mr [redacted] expressed his satisfaction with the resolution provided We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

October 3, 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 September 17, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the previous response providedMs [redacted] stated that she returned her equipment on August 23, 2016, and suggests that our previous response is inaccurate and requires further reviewMs [redacted] requested that Sprint review this matter Sprint has reviewed Ms [redacted] ’ complaintAs stated in our initial response, our records reflect that Ms [redacted] submitted an order for an Apple iPhone 6S 64GB online at Sprint.com to be obtained via Sprint Leasing on August 22, for phone number ending in ***Further review of our records reflects that Ms [redacted] had contacted Sprint Customer Care regarding our iPhone Forever program and the eligibility of the Apple iPhone 6S 64GB for said promotionConsequently, Ms [redacted] requested to cancel the Sprint Lease agreement within our Satisfaction Guarantee period, in order to reestablish the order for an Apple iPhone 6S 64GB via Sprint Installment Billing 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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 We regret the circumstances that led to Ms [redacted] ’ decision to terminate her Sprint Lease agreement, as well as any misunderstanding that may have occurred related to our noted equipment return policySprint is committed to providing world-class service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return their devices to the point of sale within that time period for a full refund (day of the days start when the device is activated)We also assess a $restocking fee for devices and a $restocking fee for notebooks, netbooks, or tabletsHowever, if the device is returned in its original unopened package, no restocking fee is chargedIf a customer’s price plan required a service agreement, no termination fee is charged when the service cancelation is completed within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees for services terminated within three days of activationCustomers are responsible for all prorated monthly service charges, access and airtime charges, and related taxes, surcharges, and fees accrued on their accounts through the deactivation datePlease also note that premium content charges, overage usage charges, roaming charges, and applicable long distance and/or international charges will be billed on customers’ final invoicesThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers After further review of our records, Sprint is unable to substantiate the date that Ms [redacted] ’ shipped the original equipment, an Apple iPhone 6S 64GB ordered via Sprint Lease Agreement on August 22, Ms [redacted] ’ claims the device was shipped on August 23, 2016; Sprint has confirmed that the iPhone 6S 64GB ordered via Sprint Lease Agreement was received at Sprint’s Returns warehouse on September 8, Sprint would like to point out that typically any due credits for returned equipment may take two or more billing cycles to appear as the equipment is verified as being returned in good working condition We spoke with Ms [redacted] on September 20, 2016, to discuss her concern in detail and relay the aforementioned information to herWe explained that the Lease Cancellation charges assessed for the agreement in default was previously adjusted in the amount of $322, leaving a remaining balance of f $455.96, which was not adjustedIn order to provide an amicable resolution and closure for this matter, Sprint agreed to adjust the remaining balance of $455.96, leaving her account closed with a zero balance We appreciate Ms [redacted] taking time to provide details of her experience with returning the equipment to SprintPlease be assured that we value customer feedback and will utilize this input to improve our training and processesAs such, Sprint contacted Ms [redacted] on September 27, 2016, in order to confirm an amicable and satisfactory resolution had been met via out previous attempts on September 20, Ms [redacted] confirmed she is satisfied with our resolutionWe apologize for 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