Sprint Corporation

May 19, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she is disputing her balance due Ms [redacted] also expressed her dissatisfaction with the level of service that she received while attempting to resolve this matter A review of Ms [redacted] ’s account records reflects that she is subscribed to our unlimited talk and text plan for $per month and our unlimited data plan which is also $per month Ms [redacted] also subscribes to our Total Equipment Protection Plus program which is $per month, excluding taxes and surcharges Additionally, Ms [redacted] ’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us Our system will electronically monitor and may interrupt services when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Our customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to the address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the account Ms [redacted] also previously received a $Loyalty Credit each month, which expired in March Please note that these credits are not indefinite However, during our conversation with Ms [redacted] , we agreed to extend the $Loyalty Credit for an additional months, from May to April Ms [redacted] will see these credits reflected on her invoices going forward We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Service and Fraud teams We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If Ms [redacted] would like to discuss this matter further, she can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our care representatives while trying to resolve a billing issue Mr [redacted] said he cancelled his tablet line with Sprint and was told he did not owe anythingHe said on May 8, 2017, he started receiving emails informing him he had a balance of $He said when he logged into his account online at www.sprint.com, he was unable to see any balance He is requesting we review his account and verify the balance due Our records reflect that Mr [redacted] purchased the tablet for line ###-###-#### on January 29, under a two-year term agreementOur record also reflects the line was cancelled on March 27, Because the tablet associated with this line of service had not satisfied the two-year agreement, the Early Termination Fee was billed to the account totaling $ During our discussion with Mr [redacted] on May 19, 2017, the information outlined above was explained to himMr [redacted] reiterated his dissatisfactionHe said he asked and was told he did not owe anything To demonstrate our commitment to excellence, we offered to adjust the $chargesMr [redacted] accepted the offer, and thanked us for our help We appreciate Mr [redacted] for taking time to provide details of his experience with our customer care 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 are happy that Mr [redacted] ’s issue was resolvedIf we can be of further assistance with this matter, Mr [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

Thank you for all your helpSprint contacted meThey offered me a $bill creditI am satisfied with resolution.Thank you for all that you do Regards, [redacted]

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she attempted to cancel one of her phone numbers in the early part and she was advised that her lease agreement did not expire until July Further, she stated that she continued to pay for the subscription until July 2017, although it was not being used and she was advised that if she did not return the device she would be billed a $end of lease purchase price Ms [redacted] stated that she was never made aware of the end of lease purchase price and is requesting that we credit the $end of lease purchase price for her device Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding her lease agreement and appreciate her feedback regarding this issue The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area Effective on September 19, 2014, Sprint launched the Sprint Lease program, which 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 More information regarding the Lease program is available at our website, www.sprint.com/lease Upon the activation of her account, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchase price, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her agreements on Sprint’s part during the activation of her devices During our conversation with Ms***, we provided the aforementioned informationFurther, we advised her that, our records reflect that on June 15, 2015, Ms***, accepted a 24-month lease for an iPhone Plus device that was activated on phone number ending in *** Additionally, our records show that she requested to cancel the above phone number on August 8, 2017, and at that time her account was automatically billed $for the lease purchase option, per the terms of the Lease Agreement as stated above We advised Ms [redacted] that although the lease agreement signed at the point of sale is valid, in an effort to reach an amicable resolution, we agreed to credit $to offset the last two monthly recurring charges and the last lease payment that were billed on her account She accepted the offer and is satisfied with the resolutionWe regret any inconvenience this matter may have caused If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely Tobias T.Executive Services Analyst

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the remaining balance reflected on her Sprint account after cancelling services and the subsequent referral of that debt to a collection agencyMs [redacted] stated that she closed her Sprint account in December 2016; however, she continued to receive invoices for service Ms [redacted] stated she received a letter from a collection agency in May 2017, attempting to collect an additional payment of $ Ms [redacted] requested Sprint to waive the final balance and remove any negative reporting from credit reporting agencies We regret any possible misunderstanding that may have occurred related to the additional charges posted to her Sprint account after December Our records reflect that Ms [redacted] contacted us requesting to cancel her tablet line of service on December 11, 2016, and was informed of the $Early Termination Fee for cancelling the service prior to the completion of the two-year Service Agreement fulfillment date of January 16, Ms [redacted] disputed the Early Termination Fee and the associated tablet line of service and telephone number ending [redacted] remained active Sprint advertises and provides services in monthly increments If services are terminated before the end of customers’ billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service plan Our records reflect that Ms [redacted] ported her other lines of service to another carrier on December 17, At which time, Ms [redacted] ’s Sprint account reflected an outstanding balance through the end of her billing cycle, December 24, Additionally, Ms [redacted] ’s Sprint account was assessed the remaining Sprint Leased Equipment charges totaling $and Sprint Installment Agreement of $ Additionally, our records reflect that Ms [redacted] accepted the promotional tablet line of service on January 17, 2017, which provided year of free service and free tablet device; when she accepted a two-year Service Agreement Further, Ms [redacted] ’s remaining tablet line of service was cancelled for non-payment on May 6, 2017, and her Sprint account was assessed $plus tax for the prorated Early Termination Fee for cancelling that line of service prior to the January 16, 2018, fulfillment of the two-year Service Agreement During our conversation with Ms [redacted] on July 26, 2017, we discussed the above-information We confirmed payments of $received on January 16, 2017, and $on May 23, Additionally, we confirmed that the remaining outstanding balance of $is for services used between November and May 2017, late payment fees, and the above-mentioned Early Termination Fee We were unable to identify any Sprint error regarding this matter and respectfully decline Ms [redacted] ’s request to remove any collection reporting Although we were unable to identify any Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we offered to apply one-time service credits totaling $to offset the monthly recurring service charges assessed between December and May for the tablet line of service and associated late payment fees Ms [redacted] remitted payment of $ These credits are reflected on Ms [redacted] ’s July invoice Additionally, we offered Ms [redacted] the option to return the tablet device and we would apply credits to offset the valid Early Termination Fee Ms [redacted] declined and requested to keep the tablet device In an effort to bring this matter to a close, we offered to settle the Early Termination Fee for $ During our follow up call on August 1, 2017, Ms [redacted] accepted our offer and is aware that the credits should be reflected on her August invoice Ms [redacted] remitted final payments totaling $ As a result, Ms [redacted] ’s Sprint account is closed and reflects a zero balance Ms [redacted] indicated her understanding of the information provided and confirmed that her issues have been resolved to her satisfaction We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our Customer Care representatives Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret the events that led to Ms [redacted] ’s decision to cancel her services but we are pleased that we were able to reach an amicable resolution If we can be of further assistance with these concerns, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

August 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on August 8, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’ complaint, she states that the Total Equipment Protection (TEP) option was removed from line ending in [redacted] on account XXXXX [redacted] without her authorizationShe states that she now needs to file a claim, and the option is not available because the option has been removedAs a result, Ms [redacted] is requesting that Sprint replace her stolen phoneBeginning August 1, through September 30, 2016, any customer with an eligible device, not currently enrolled can sign up for Sprint’s Device ProtectionCustomers will be allowed to enroll in Total Equipment Protection (TEP and TEPMAX), TEP Plus (TEPPLUS) and Advanced Protection Pack (APP) programsThe day enrollment rule will be suspended for customers who previously opted out of Device Protection, but all other existing Device Protection rules applyThe customer must have a working device, not in need of repair or replacement in their possessionAny device lost, stolen or damaged prior to adding Device Protection will be ineligible for a claim We spoke with Ms [redacted] on August 10, 2016, regarding her disputeWe advised that our records reflect that on January 22, 2016, the Total Equipment Protection (TEP) option was requested to be removed from the line in questionFurthermore, Sprint issues monthly statements that reflect all billed charges for lines on the accountAfter a detailed account review, we were unable to confirm that there was an attempt to notify us of the error prior to the equipment on the line in question being reported stolenDue to any possible misunderstanding, our office confirmed that Ms [redacted] added the protection plan on the line ending in [redacted] as of August 4, 2016, and a claim was filed through Asurion, our third-party partner who manages a portion of the TEP programThe replacement equipment was activated on line ending in [redacted] on August 11, We regret any inconvenience this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr [redacted] to our attentionWe regret any inconvenience that he may have experienced in this matter According to the information provided, Mr [redacted] indicates that his account was assigned to an outside collection agency subsequent to the porting of his account phone numbers to another carrier He states that he received a letter from the outside collection agency requesting payment for the past due balance reflected on his Sprint account He indicates that subsequent to porting his account phone numbers to another carrier, a Customer Care representative advised him that one of the account phone numbers ending in [redacted] would be ported back to Sprint in accordance with his request He further states that it was his understanding that after the phone number ending in [redacted] was ported back to Sprint, it would be activated with a phone previously activated on another account phone number, which was associated with a phone lease that was assessed lease cancellation charges He indicates that the phone number ending in [redacted] was not ported back to Sprint as he anticipated As a result, he states he is disputing the past due balance reflected on his Sprint account and requests that the matter be reviewed The Number Portability process is uniform across all carriers and is regulated via the Federal Communications Commission (FCC); therefore, we are unable to alter the processFor security purposes when we receive or initiate a port request, it is necessary to obtain or verify pertinent billing information regarding the account, which may include, but is not limited to, the account number, account holder's name, phone number and the Social Security Number that is referenced on that account Provided that this information is accurate, the port will be approved in accordance with the wireless industry’s Number Portability guidelines Our records reflect that the above-referenced phone number ending in [redacted] was ported to another carrier on March 1, Prior to this phone number being ported to another carrier, it was activated with an iPhone Plus on January 21, 2016, that was previously activated on another account phone number ending in *** We confirmed that the phone number ending in [redacted] was ported to another carrier on December 24, 2015, and was associated with a cancelled lease and associated End of Lease cancellation charges We also confirmed that the cancelled phone lease for the phone number ending in [redacted] would not be eligible to be transferred to the phone number ending in [redacted] subsequent to the associated phone being activated on the associated iPhone During our discussion with Mr [redacted] on June 1, 2017, we advised him that our review of the account records indicates that the $1,balance reflected on his account is valid for lease cancellation charge and End of Lease charge for the phone numbers ending in and ***, and an Installment Billing Agreement (IBA) balance for the phone number ending in *** Mr [redacted] stated that he did not have a full understanding of the account billing and requested that we contact his wife regarding the matter We subsequently left a voicemail for his wife, Ms [redacted] , at the phone number MrSuitor provided to us We advised Mrs [redacted] that should she or Mr [redacted] wish to further discuss the matter, we can be reached at the phone number reflected in this letter If Mror Mrs [redacted] need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

May 5, 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 complaint filed by Ms [redacted] We appreciate the opportunity to address her account concerns In her inquiry, Ms [redacted] states that when she established service with Sprint she was advised that her bill would be around $a month; however, she has since been billed more than that each month She also states that she is experiencing a decline in Sprint network service, including slow data speeds As a result, she is requesting that Sprint provide a breakdown of her monthly charges and address her network concerns We regret any possible misunderstanding regarding the service plan on Ms [redacted] ’s account During our discussion with Ms [redacted] on May 5, 2017, we confirmed that her account is currently configured with Sprint’s Unlimited Freedom Plan, consisting of unlimited talk, text, and data per line This plan bills $for her wireless line ending [redacted] per month She also has the Total Equipment Protection option added to wireless line of service ending [redacted] that bills at $per month Additionally, she has one IB Retail Agreement that bills a total of $monthlyAdditionally, she has Look Out Premium and Premium Caller ID service options added to her account that bills a total of $monthly Ms [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 With the applicable taxes, and surcharges, her bill should average around $per month Ms [redacted] has the option to change his service plan at any time 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 Further, we are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact Based upon our initial review of Ms [redacted] ’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint her experience, her concerns were escalated to our technical support team who is working directly with Ms [redacted] to troubleshoot and isolate any issues that may be impacting her service Ms [redacted] ’s account will remain in an “escalated status” with our office until our technical support team has completed its investigation We will follow up with Ms [redacted] to ensure that a final resolution has been achieved no later than May 22, If Ms [redacted] has any questions regarding this issue prior to our scheduled follow up, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have returned all equipment and currently waiting on credit for the returnI received the second return envelop on last weekI also ask that collection efforts or negative credit reporting are not made while waiting on a resolution Regards, [redacted]

March 3, 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customer’s concerns to our attention In his complaint, Mr [redacted] reports that he changed carriers, but never received a final billHe states that he called in a couple of times to request a copy of his final bill, but he has never received one Mr [redacted] is requesting that we send him a copy of his final bill We spoke with Mr [redacted] on February 2, 2017, We reviewed his account and he confirmed that he has received his final bill that was sent to him on February 18, Mr [redacted] states that actions have resolved his issues If I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

June 19, 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 complaint of [redacted] submitted on June 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] filing expressed her dissatisfaction with the outstanding balance due for the return of his Samsung Galaxy Sdevice and, as well as his account being forwarded to an outside collections agencyMr [redacted] requested that Sprint review this matter, apply an adjustment to his account accordingly, and cease collections activity Sprint has reviewed Mr [redacted] ’ complaintAccording to our records, Mr [redacted] established a Sprint account on January 14, 2016, by activating a Samsung Galaxy Sdevice associated with phone line ending [redacted] via Sprint’s Leasing program In addition, he activated a LG Stylo device associated with phone line ending [redacted] via Sprint’s Monthly Installment Billing programFurthermore, on March 1, 2017, Mr [redacted] ported-out the aforementioned phone lines to another wireless service providerAs a result, his account was assessed Lease/Installment Billing accelerated charges plus applicable taxes as indicated on his March 17, billing statement Our records further indicate on March 20, 2017, our Returns warehouse received his Samsung Galaxy Sdevice associated with phone line ending in [redacted] and an adjustment of $was applied to his account to offset the Lease Device Purchase Amount charge, leaving Mr [redacted] responsible for the remaining Lease cancellation charge of $Since Mr [redacted] did not satisfy his outstanding account balance, we are unable to identify any billing errors As such, Sprint considers the charges and our actions to collect the debt to be valid We spoke with Mr [redacted] on June 15, 2017, to discuss his concerns in detail and relayed the aforementioned information to himMr [redacted] confirmed that he kept the LG Stylo device associated with phone line ending in ***In addition, as an effort to resolve this matter, we applied an adjustment of $to offset the remaining Lease cancellation charge In addition, we applied an adjustment of $to offset a portion of the monthly recurring charges, late fee and taxes as reflected on his February, through May billing statements, leaving his account closed with a final balance due of $for the Monthly Installment Billing accelerated cancellation charge for his LG Stylo deviceThe adjustments will appear on Mr [redacted] June 17, 2017, billing statementAfter the $payment is remitted to his account, we have agreed to cease all collections activity for this inquiry Accordingly, Mr [redacted] informed us that this matter has been addressed and he expressed his understanding with the information provided to him We appreciate Mr [redacted] taking the time to provide us with the details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

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

[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 Sprint in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The Regulatory Services Analyst who was assigned to this incident was very professional, responded quickly, and fully met my expectations 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.] They have yet to issue a check to us for the headphones and it has been weeks Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Lakenedra [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of MsLakenedra ***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives, stating that she was advised that she accepted the iPhone Forever program when she purchased her devicesShe also disputed the balance that is reflected on her account, stating that the monthly charges are higher than what she was quotedShe requested that we update her account to reflect the iPhone Forever program on her lease agreements as well as change her rate plan and apply credit to her account to offset the difference between the actual charges and the amount that she was quoted We appreciate Ms***’s taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and lease agreementsUnfortunately, there is no record reflecting that Ms [redacted] accepted the iPhone Forever programSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Sprint Lease Agreements which includes a description of the charges in question Our records further reflect that we identified that Ms***’s monthly service charges are correct based on her selected Unlimited Freedom rate plan when she accepted her device optionsTherefore, we are unable to determine a Sprint error During our October 2, 2017, conversation with Ms***, we advised that, as a result of our review, we sustain that the disputed charges are correct and validShe indicated her understanding of our explanation but reiterated that this was not properly explained to herAlthough the charges are valid, as a courtesy and in an effort to reach an amicable resolution, we offered one-time credits totaling $to Ms***’s account to offset her past-due balance, which she acceptedThose credits will be reflected on her next invoice We are pleased that we were able to resolve Ms***’s issues amicablyIf we can be of further assistance regarding these matters, she can contact me 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, Tiffany G 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 Regards, Michelle [redacted]

January 11, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from our representatives during the recent activation of his Sprint services, citing that we set up his rate plan incorrectly and Mr [redacted] requested that we credit his first month’s charges from his account in full or allow him to return his devices and cancel his service We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’ chosen rate plan, as well as any misinformation that may have been provided to him related to billing for his device replacementWith the information in Mr [redacted] ’ account, we were able to identify the representatives involved in those interactionsPlease be assured that these experiences are not indicative of the level of service we expect from our employeesThe feedback he provided regarding his experience will be forwarded to the appropriate management staff empowered to make changes in this area During our conversation with Mr [redacted] on January 8, 2016, he indicated that both lines of service associated with his Sprint account should be on our 2GB service Plan but that one of his lines was activated on IGB service planWe assured him that the rate plan issue was corrected by representatives of our Customer Care department on December 17, Mr [redacted] further advised that, subsequent to an accident that damaged one of his Sprint devices, he was advised that we would bill the insurance deductible to his account but that, when he attempted to file a claim with our insurance vendor, he was required to remit the deductible amount immediatelyWe assured Mr [redacted] that, pursuant to the guidelines of his Total Equipment Protection (TEP) option, payment of the non-refundable deductible to Asurion, the program vendor is required at the time a TEP claim is filedHowever, our records reflect that representatives of Asurion were able to arrange for a one-time exception, allowing the $deductible to be billed to his Sprint accountWe further explained that, as a result, the $balance due reflected on his December invoice included his monthly service charges and one-time exception deductible amount Based on the information outlined above, we are unable to identify any error on the part of Sprint regarding Mr [redacted] billingHowever, as a demonstration of our commitment to excellence, we offered to apply credit to his account to offset one-half of the deductibleMr [redacted] accepted our offer, and we applied a credit of $to his account as agreedAs a result, his account reflects a balance of $after the $credit and his $payment We regret any inconvenience these matters may have caused Mr [redacted] but are pleased that we were able to resolve these concerns to his satisfactionIf we can be of further assistance regarding these issues, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Minnie S Executive Services Analyst

To Whom It May Concern: We appreciate your assistance in bringing the account concern of Ms [redacted] , submitted on behalf of the account holder, Ms [redacted] ***, to our attention We apologize for any inconvenience that they may have experienced as a result of this matter According to the information provided in the complaint, Ms [redacted] indicates that her phone was damaged She also indicates that she took her damaged phone to the retail store to receive a replacement phone She states that a retail store representative provided her with temporary phones on a Buy One Get One (BOGO) promotion during the interim that her line of service would be eligible for an upgrade She further indicates that she was subsequently billed for more than she believes she was promised As a result, she is requesting to cancel her account and port her numbers to another carrier She also expressed her dissatisfaction regarding the level of customer service she received when she attempted to resolve this matter During our discussion with the account holder, Ms [redacted] ***, she confirmed that she returned the above-referenced temporary phones provided on the Buy One Get One (BOGO) promotion We also confirmed with her that her line of service subsequently became eligible for a device upgrade and both account lines of service were subsequently upgraded to the iPhone We also confirmed that her account’s service plan was changed to the deeply discounted Unlimited Freedom Share plan for both account lines of service going forward Finally, we confirmed that all applicable account credits in regard to this matter have been applied Ms [redacted] agreed with the balance reflected on her account and indicated that the matter was resolved We appreciate Ms [redacted] and Ms [redacted] for taking time to provide details of their experience with this matter We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback If Ms [redacted] or Ms [redacted] need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [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 meSprint needs to continue to work on it's customer serviceNone of their reps offered this resolution to me - I had to file this complaint to get satisfaction Regards, [redacted] ***

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once again In his rebuttal, Mr [redacted] requested that we provide a refund for monies paid toward monthly service charges assessed to his account for a line of service that remained active without his knowledge after he ported his other mobile numbers from our network to another provider in January We again regret any possible misunderstanding that may have occurred regarding the disputed charges associated with Mr [redacted] ’s Sprint account However, as outlined in our May 22, 2017, response to his initial filing, when ported three of his four mobile numbers from our network to another carrier in October 2016, his final line of service remained active until he contacted our Customer Care department on May 7, 2017, to cancel it At that time, the line was set to expire on the last day of his then-current billing cycle, May 8, 2017, pursuant to our Terms and Conditions of Service Although he elected not to utilize the service prior to his cancellation request, we had no previous notification of his intent to cancel that line, and the service was available to him As such, the full monthly service charges assessed to his account for that line are correct and valid, Although we were unable to identify any error on the part of Sprint related to Mr [redacted] ’s dispute during our review of his initial filing, and we confirmed that he remitted a payment of $to us on May 7, 2017, to bring his account balance current so we could process his service cancellation request, we applied credits totaling $to his account on May 10, to offset the prorated monthly service charges and the $Reconnection Fee systematically assessed to his account when his payment posted and restored services to his final active line As a result, his account is in closed status with a zero balance During our follconversation with Mr [redacted] on June 1, 2016, we reiterated the information referenced above and explained that we must again respectfully decline his refund request Because Mr [redacted] expressed dissatisfaction with that information, we forwarded his concerns to our executive management team for further review Based on that review, we confirmed that our position remains unchanged We notified Mr [redacted] of that information via e-mail on June 5, 2017, as requested We regret that Mr [redacted] remains dissatisfied with our response to his inquiry; however, we believe that his reported concerns have been fully addressed However, if we can be of any further assistance related to this matter, or if he would like to provide additional information for our review, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst