Sprint Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The response from Sprint basically says they cannot guarantee coverage despite the fact that their entire business is COVERAGE That is what they are charging me for The devices are not made by Sprint The content is not made by Sprint Hence, they are charging me for coverage To say they cannot guarantee that and then in prior messages say that their coverage is "good" shows the company does not care for its customers They basically admit that their coverage is NOT good in their messageAdditionally, regarding promotions and other offers, I have to be able to believe their own agents who are EMPLOYED by Sprint In this case, they said they are offering me a different deal because of the number of lines AND because of the length of time I have been a customer This is not unheard of and quite consistent with what Sprint does elsewhere They themselves recorded the conversation with the Sprint agent They said they were going to review it Now, that they have heard it and learned what that conversation is, they want to go back on their word and are using legalese to do so.This is not acceptable I am not only arguing on my behalf, but on the behalf of Sprint's many customers Regards, [redacted]

February 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx3244, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ( [redacted] ) [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with our assessing charges to her Sprint account after she cancelled her Sprint services due to unresolved billing concerns and with our processing authorized payments from her bank account to satisfy her past-due Sprint balance Ms [redacted] requested that we provide a refund of those two paymentsWe regret the circumstances that led to Ms [redacted] ’s decision to terminate her Sprint services, as well as any misunderstanding that may have occurred related to her account billing and disputed paymentsOur records reflect that Ms [redacted] terminated three of her four lines of service on December 23, 2017, leaving her fourth line of service active Because she canceled those three lines of Sprint services prior to the satisfaction of her corresponding equipment lease agreements, we assessed lease cancellation and Device Purchase Option charges totaling $1,to her account, pursuant to the terms of those agreements Our records further reflect that Ms [redacted] contacted our Customer Care department in October and November to establish payment arrangements to satisfy her outstanding account balance As a result of those arrangements, we processed her two disputed payments of $and $on October and November 15, 2017, respectively We spoke with Ms [redacted] on January 9, 2018, and explained the information outlined above Ms [redacted] disputed those findings, advising that she cancelled her services with us in September and that all charges assessed to her Sprint account after that time are invalid as she has been using another carrier for her wireless communication needs Because we were unable to identify any error on the part of Sprint, we requested that Ms [redacted] send copies of her September through December invoices from her current carrier so we can confirm that her services with the same mobile numbers she had with us have been active with them Ms [redacted] stated that she would send that information to us at her first opportunity and indicated her satisfaction with our response thus far Regrettably, however, we have not yet received her requested invoicesWe believe that we can fully address Ms [redacted] ’s reported concerns once we receive her requested documentation, and we look forward to having the opportunity to do so As such, if we can be of further assistance with these concerns after she sends her invoice copies to us, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central TimeSincerely, Leland (Bud) J.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: Sprint company and it's employees are not honest in advertising and their plight to so call help customersI originally spoke to a representative set up by Michel and I reported back to Michel the information that was given to me and it did not match the information Michel presented after the so called checking into the situation with dropped callsI will inform everyone I know about this despicable company and their poor customer serviceThe representatives, Michel tell lies to benefit the companyI am not willing to drive minutes again to a location that may or may not be able to help meI do not need to pay additional monies for their equipment protection plan when my phone is still under warranty, again displaying their despicable anticsI am not satisfied as I did not receive an resolution only excuses about why the diagnostic representative who looked into the dropped calls, information was not what she reported back to MichelI will place signs everywhere to display DO NOT OBTAIN SERVICES WITH SPRINT, THEY ARE LIARS AND HAVE DEFECTIVE PHONES AND THE WORST COVERAGE OF ALL CELLULAR SERVICES, I have contacted the Attorney General's office to look into defective equipment, bate and switch tactics of SprintI will use every media outlet to insure others are not duked by SprintThere has been no resolution, only lies and he said she said The coverage is beyond poor, customer service from the Executive office is just as worst as the lower level employees and they overcharge customers, then give a story of the store where you purchased the phone and service from was not aware of the additional charges at the time of your purchase, that does not sound like an honest and up front businessThe problems with the phones have been continual and I have contacted them several times, without resolution Regards, [redacted] ***e

July 21, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com File# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 9, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area Merced, CAAccording to Ms***, she is experiencing poor reception while utilizing her device in her home service location Therefore, Ms [redacted] requested that Sprint review this matter and release her from her contract Sprint has reviewed Ms***’s complaint We regret that the coverage at Ms***’s billing address has fallen short of her expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that her home address in Merced, CA is within Sprint’s “good” coverage area Please note that as stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services [redacted] be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same To further investigate Ms***’s network concern, we engaged our network team for further assistance Subsequently, our network team has investigated her network concerns and determined that her home address does have the necessary network coverage to support Sprint’s Mobile serviceTherefore, we recommend that Ms [redacted] visit an authorized Service and Repair Center location to have her device diagnosed by a Retail Store technician Accordingly, Sprint has agreed to apply a one-time adjustment of up to $to offset a portion of the repairs to Ms***’s account after having her device serviced We spoke with Mr [redacted] on July 19, 2017, and relayed the aforementioned information and resolution Unfortunately, Ms [redacted] declined our offer Should Ms [redacted] wishes to accept our proposed offer, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenienceThis offer is valid for a period of days from the date of this response We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

[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:We signed a $plan for the linesThey cannot find the contract and thus will not honor itWe took the bait and switch and are being charged $moreWe paid this account in full Oct, Nov & DecWe just paid for Jan$in full as wellPlease have the balance reflect a zero going into Feb Regards, [redacted]

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] T [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] T [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he refused shipment for a device he purchased and subsequently closed his Sprint account during the Sprint Satisfaction Guarantee time period However, Mr [redacted] indicates that he has not yet received a refund for the device and was informed that his account reflected a final balance due, which he is disputing As a result, Mr [redacted] is requesting a refund for the device and adjustments for any outstanding account balance as he never received the device or used the service We regret any inconvenience this matter may have caused Mr [redacted] We contacted Mr [redacted] and advised that a credit card refund of $was processed on July 25, 2017, for his returned equipment In addition, because services were canceled within the Sprint Satisfaction Guarantee time period, his final account balance was waived As a result, Mr [redacted] ’s account is now in final status with a zero balance Should Mr [redacted] have any further questions related to this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX2866, Jasmine S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by MsJasmine S*** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in MsS***’s complaint, she canceled service and requested a copy of her final billing from Sprint so that she could obtain reimbursement from her new carrier MsS [redacted] indicates that she wasn’t able to pay her final charges to Sprint in a timely manner because she never received a copy of her final billing As a result, her account was forwarded to a collection agency and MsS [redacted] is requesting that the account be pulled and any negative reporting removed We contacted MsS [redacted] and spoke with her regarding her dispute We note that she paid the final balance in full on August 3, 2017; however, the account was previously referred to a collections agency on June 12, Although it was MsS***’s responsibility to pay her final balance by the due date, based on the extenuating circumstances surrounding her final billing, we have contacted the third-party collections agency, and requested that further collection efforts on this account be discontinued Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue Please allow up to days for completion of this process We regret any inconvenience this matter may have caused MsS*** If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April Jensen T [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me contingent upon the credits that were offered to me as a solution to the problem. Please note that to date, the credits have not been applied to my account, however, I trust that it will be handled soon. Regards, [redacted]

Tell us why here...January 12, 2017 Consumer Specialist Kansas City RevDex.com [redacted] Re: BBB Case [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the... above-referenced complaint of Ms. [redacted] submitted on December 19. 2016. We appreciate your assistance in bringing our customer’s concern to our attention. Ms. [redacted] ’s filing expressed her dissatisfaction with the balance reflected on her account. Ms. [redacted] stated that her account was terminated in August 2016. However, she continues to receive billing statements. Ms. [redacted] also stated she remitted a partial payment in October 2016 and her November 2016 billing statement was more that she agreed upon to pay. Ms. [redacted] requested that Sprint review this matter, adjust his account accordingly. Sprint has reviewed Ms. [redacted] ’s complaint. According to our records, on July 20, 2016, Ms. [redacted] contacted our Customer Care group and requested to terminate phone line ending in ***. Due to an inadvertent error, phone line ending in [redacted] was not terminated as requested. On October 20, 2016, Ms. [redacted] contacted our Customer Care group and requested to terminate phone line ending in ***. At the time, Ms. [redacted] was informed of the Installment Billing Accelerated cancellation charges of $150 associated with phone line ending in [redacted] as reflected on the November 2016 billing statement. In addition, our Customer Care group applied a credit of $87.48 to her account to offset the monthly service charges as reflected September 2016 billing statement. Our records further indicate on November 8, 2016, Ms. [redacted] remitted a payment of $61.90 to her account. On December 22, 2016 Sprint applied a missing payment of $60.22 to Ms. [redacted] ’s account. To resolve this matter, we applied an adjustment of $62.30 to Ms. [redacted] ’s account to offset the remaining balance of the Installment Billing Accelerated charges as reflected on the November 2016 billing statement. Please note that Ms. [redacted] ’s account is closed with a zero balance. We spoke with Ms. [redacted] on December 28, 2016, and relayed our resolution to her. Ms. [redacted] confirmed understanding with the resolution provided. We apologize for any inconvenience this matter may have caused Ms. [redacted] . If Ms. [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####. 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

December 23, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr. [redacted] cited that we are overcharging his Sprint account for an Apple iPhone 7 device that he obtained as part of a recent promotional offer and that he has been unsuccessful in resolving that concern with our representatives. Mr. [redacted] requested that we correct his billing and honor our promotional commitment. We regret any misunderstanding that may have occurred regarding Mr. [redacted] ’s equipment billing. As outlined in the terms of the referenced promotion, Sprint offered customers the option of purchasing one Apple iPhone 7 device and receiving account credits offsetting the monthly payments for that device upon meeting specific criteria including an eligible equipment trade-in and the acceptance of a 17- or 18-month installment billing purchase agreement. However, our records reflect that Mr. [redacted] purchased his qualifying handset when he activated a new line of service on September 14, 2016, and that his required eligible device trade-in was received in our warehouse on October 6, 2016. As outlined in the terms of the promotional offer, customers should allow two to three billing cycles for the offsetting service credits to begin reflecting on their monthly invoices. During our conversation with Mr. [redacted] on December 20, 2016, we explained the above information. We assured him that the promotion appears to have been properly updated with the correct promotional coding, and we scheduled a follow-up call with Mr. [redacted] on January 14, 2017, to confirm that his promotional credits are reflected on his January 2017 invoice. We regret any inconvenience this matter may have caused Mr. [redacted] . If we can be of further assistance with this issue prior to our scheduled follow-up call, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 8 a.m. and 4 p.m., Central Time. Sincerely, Lori K. Executive Services Analyst Tell us why here...

July 25, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] 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 her inquiry, Ms. [redacted] expressed her dissatisfaction with the length of time taken to resolve her device and billing issues. She stated that her device had a crack on the screen and that the manufacturer advised her that they will repair her device for free but it cannot have physical damage. She further stated that her device has a 12-month manufacturer warranty. Furthermore, Ms. [redacted] stated that she visited one of our service and repair centers and was advised that she needed to file a claim to replace her device. However, she was billed $200, and she is not going to pay for the reference charges. Additionally, Ms. [redacted] stated that she was offered a promotion for two lines of service for $95 and her other lines of service were free of cost. However, her bill is over $260. As a result, Ms. [redacted] stated that she wants to terminate her Sprint services and will pay her bill but does not believe that she should not have to pay the cancelation fee for a defective device. We regret any possible misunderstanding that may have occurred regarding Ms. [redacted] ’s device and billing issues. Manufacturers offer a 12-month limited warranty on new devices. However, if the device has physical damage, this is not considered a warranty issue. Our records further reflect that on July 9, 2017, a $200 credit was applied to Ms. [redacted] ’s account to offset the $200 device deductible. Additionally, our records reflect that to receive a $5 credit per line of service, Ms. [redacted] must enroll her account in our automatic payment program. During our conversation with Ms. [redacted] on July 25, 2017, we provided the information detailed above. She stated that was aware that she needed to enroll her account in our automatic payment program to receive the $5 monthly credit; however, she is unable to do so at this time. In an effort to resolve her billing issue in amicable manner, we offered her a one-time $50 credit, which is equivalent to a $25 credit for two months to offset a portion of her monthly service charges. She accepted our offer and was satisfied with our resolution. With the credits applied, after her $33 BOGO monthly credit, her remaining balance is $199.09. We appreciate Ms. [redacted] ’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 will utilize this input to improve our training and processes. If we can be of further assistance with these concerns, Ms. [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Minnie S. Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The process of using the Revdex.com's website and complaint resolution was very easy and user friendlyI do not think this dispute would have been resolved without your assistanceThank you for your time and attention to this matter 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:The Company representative is telling the Company do not need to honor Sales personShe is right what ever she said.At this point no point in talking to the CompanyI have also moved to different carrier by paying whatever the Company bill stated.To me it is not the fair way to do business.Under these circumstances, please close this complaint Regards, [redacted] ***

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 17, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] expressed her dissatisfaction with equipment cancellation charges reflected on the March billing statement, upon the cancellation of the lines of services in association with her Sprint accountMs [redacted] requested that Sprint review this matter, apply an adjustment to her account accordingly, and assist her with establishing a payment plan for the disputed equipment related cancellation charges Sprint has reviewed Ms***’s complaintOur records reflect that Mr [redacted] established services with Sprint on September 28, At that time, he porthis phone numbers ending in ***, ***, ***, and ***In addition, he activated four iPhone devices via Sprint’s Leasing programPlease 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 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 Upon activation of service, Mr [redacted] was provided with a clear disclosure of his equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his respective 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***’s plan or other monthly charges on Sprint’s part during the activation of his current plan As stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honored After further review of our records, Sprint confirmed that Mr [redacted] ported-out his phone numbers ending in [redacted] and [redacted] to another wireless service provider on February 25, 2017, effectively cancelling his services with SprintAs a result, his account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $1,as reflected on the March billing statementHowever, his lines of services associated with phone lines ending in [redacted] and [redacted] were not ported-out and there was not a request to cancel servicesAs such, phone numbers ending in ***, and [redacted] remains active on the accountFurthermore, Mr***’s March billing statement reflects the remaining Lease cancellation and Lease Device Purchase Amount changes resulting from the cancellation of his phone numbers ending in [redacted] and *** We spoke with Mr [redacted] on April 26, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised that Sprint’s Leasing program is designed to finance the suggested retail price by means of affordable monthly recurring charges, while allowing the flexibility to pay the Lease Device Purchase Amount option at the end of the established term or return the device undamaged and in good working condition in exchange for the waiver of the Lease Device Purchase Amount optionWe explained that Sprint’s Terms and Conditions of Service does not require the provision of a payment plan for charges arising from the default of an established Lease Agreement; however, our Consumer Finance department can assist with payment arrangements if availableMr [redacted] confirmed he understood, yet expressed his concerns with the lack of financial assistance programs with Sprint to resolve large balances for charges such as the above-mentioned cancellation chargesWe regret that Mr [redacted] may disagree with Sprint’s payment plan policies; however, in order to provide an amicable resolution and closure for this matter, we offered Mr [redacted] a one time courtesy adjustment of $to offset the monthly recurring charges reflected on his March billing statementMr [redacted] confirmed his acceptance of our offered resolution We appreciate Mrand Ms [redacted] taking time to provide details of their experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mrand Ms***’s feedback and will utilize their input to improve our training and processes We regret any inconvenience this matter may have caused Mrand Ms***If we can be of further assistance, Mrand 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

January 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of [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 December 30, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her customer service experience while attempting to resolve her concerns related to the account of Mr [redacted] Ms [redacted] expressed her concerns with the inability to port-out a line of service associated with Mr [redacted] ’s accountMs [redacted] requested that Sprint review this matter, and allow her the ability to port-out phone number ending in [redacted] to another wireless service provider Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Mr [redacted] ’s account was cancelled on January 6, 2017, which is now referenced as the Estate of [redacted] We regret that we were unable to assist Ms [redacted] with porting-out phone number ending in [redacted] to a new wireless service provider as a result of the above referenced account being cancelledPlease be advised that the porting guidelines require that the number to be ported must be active at the time of the request and throughout the porting processIf at any time during the porting process the number is disconnected, the port will not be completed We spoke with Ms [redacted] on January 13, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, Ms [redacted] confirmed that her issue has been resolved by Sprint; however, she wished to convey her concerns with her customer service experience with regard to this matter We appreciate Ms [redacted] ’s taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

[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] .I am disappointed they refused to talk to me about the resolutionI want to note that they provided the information to me way too late -- after I had already signed up with another company.I am glad to see they credited the bill for one monthThis resolution is satisfactory to me, as long as there are no additional charges for this account Regards, [redacted] ***

July 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the 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] stated that she began a two-year device Lease Agreement in September 2014, which would have expired in September Ms [redacted] indicated that she remitted payments each month for the term of the lease and continued to do so even upon expiration of the Lease Agreement As a result, Ms [redacted] believes she owns the device as the payments remitted after satisfaction of the Lease Agreement would offset the Purchase Price Option cost to purchase the device of $ However, Ms [redacted] stated that she was informed that she will need to pay an additional $to own the device Ms [redacted] indicated that her attempts to resolve this matter have led to an unfavorable customer service experience, and as a result of this issue, she is requesting assistance with requiring Sprint to apply her payments toward ownership of her device We regret any possible misunderstanding that may have occurred regarding this matter We attempted to contact Ms [redacted] via phone, and e-mail on June 29, July 12, July 13, and July 14, 2017, and we mailed correspondence to the address on file We received an e-mail from Ms [redacted] on July 14, 2017, stating that she understands that the ownership of the device has been transferred to her, and she further indicated that her schedule will not allow her to continue to call and wait on the phone to discuss this issue Based on a review of our records, we determined that Ms [redacted] spoke with one of our Customer Care representatives on July 12, 2017, and she was informed that the matter had been resolved to her satisfaction We also responded to Ms***’s e-mail informing her that the matter has been resolved 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 deviceLease payment varies by device and a down payment may be required and varies by customer and device With 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 Further, 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] require additional information regarding this matter, she can contact us at her earliest convenience and provide her account PIN or passcode We regret any inconvenience that this matter may have caused; however, we are pleased that we were able to resolve the matter to her satisfaction Should there be any additional questions or concerns, Ms [redacted] 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

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Victoria [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsVictoria [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] indicated her dissatisfaction with our referenced attempts to contact her via telephone and e-mail to discuss account concerns detailed in her initial filing Although she acknowledged receipt of our e-mail communications, she advised that she has no record of any calls from us on her mobile device on the noted dates We regret any delay in reaching Ms [redacted] to address her reported account issues However, as is reflected in our September 13, 2017, response, we attempted to call Ms [redacted] on her Sprint mobile number on September 5, 11, and 14, 2017, and we left voice messages inviting her to contact us directly for assistance We are pleased to confirm successful contact with Ms [redacted] on September 15, At that time, we responded to her initially-reported account concern by explaining that, although her chosen rate plan was designed to be shared between up to lines of service, her specific Sprint account is only eligible to activate up to two lines of service based on the results of the credit evaluation completed when she applied for Sprint services As a demonstration of our commitment to excellence, we arranged for an account upgrade review but were advised by our Finance groups that the current limitation of two lines of service for Ms [redacted] ’s account is correct As a result, we respectfully declined her request that we increase the number of lines of service for her account We regret that Ms [redacted] was dissatisfied with our response In an effort to reevaluate our position, we discussed this matter with our executive management team, and we confirmed that we have thoroughly reviewed and addressed Ms [redacted] ’s request As a result, our position remains unchanged However, our attempts to follow up with Ms [redacted] via telephone and e-mail on September 21, 26, and 27, 2017, were again unsuccessful Ms [redacted] and I did review the previous information through limited e-mail correspondence on September 22, We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, or if Ms [redacted] would like to provide additional information for our consideration, she 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

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] D [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Mr [redacted] D [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] states that when he checked his wife’s credit report, he noticed a charge of $on her report Mr [redacted] states that they had Sprint service back in January 2014, but cancelled service in the first days and returned the devicesAs a result, Mr [redacted] is requesting that Sprint remove the $charge from his wife’s credit report We spoke with Mr [redacted] on April 4, 2017, and reviewed the account in question According to our records, only one device was returned in January Our records also reflect that service on three lines ending in ***, ***, and [redacted] continued until July Consequently, the $amount in question is for valid service charges for the lines ending in ***, ***, and ***, plus equipment-related charges Mr [redacted] stated that he will speak with his wife about the issue and that he will contact us later In an effort to follow up on this matter, we attempted to reach Mr [redacted] via phone and email on April 11, and 13, Unfortunately, we have not received a response We regret any inconvenience this matter may have caused If I can be of further assistance, Mr [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

April 18, 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 the information provided, Ms [redacted] states that since cancelling the service on her Sprint account, she made multiple requests for a copy of her final bill to be mailed; however, she still has not received the requested invoice As a result, Ms [redacted] requested that we expunge or reduce her final bill balance Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concern We regret any possible misunderstanding regarding this matter Our records reflect that on March 27, 2017, Ms [redacted] reached out to our Customer Care department via our Web Chat service to request a copy of her final bill that generated on March 22, 2017, to be mailed to her A request was submitted for the bill to be reprinted and it was mailed out to the account’s billing address on March 28, On April 8, 2017, we received a notification from the United States Postal Service that the bill could not be delivered due to the billing address being undeliverable During our discussion with Ms [redacted] on April 17, 2017, we explained our aforementioned findings and confirmed the account’s billing address was incorrect Ms [redacted] stated that during her chat interaction on March 27, 2017, she requested for her address be updated Regrettably, the update was not processed As a result, to address this matter, we updated our records to reflect Ms [redacted] ’s current address Furthermore, in effort to reach an amicable resolution, we offered to apply a one-time credit to her account totaling $to offset one month’s service charge We are pleased to inform you that Ms [redacted] accepted our offer and expressed her satisfaction with our handling of this matter With the information in Ms [redacted] ’s account, we were able to identify the representative involved in her customer service experiencePlease be assured that this experience is not indicative of the level of service we expect from our employees The feedback provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret that we lost Ms [redacted] as a customer and regret any inconvenience this matter may have caused If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst