Sprint Corporation

May 31, 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, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she was dissatisfied with her billing after paying off her lease early in order to enter a new lease on a new deviceShe stated that she paid her remaining lease balance at the point of sale in full but received an additional bill for the returned device As a result, she is requesting that the charge for the returned device be credited We spoke with Ms [redacted] on May 30, and verified that her concern is resolved We have verified that the $payment made for the accelerated lease charges posted to her account on February 5, and was present on her February billing statementThe charge was then posted to her account and present on the May billing statementMs [redacted] understands that the accelerate lease charge was only billed and paid onceFurther, the device in question has been received by our warehouseBased on this, a credit for the $purchase option billed to Ms [redacted] was applied to her account to offset that amount We regret any misunderstanding that that may have occurred If I can be of further assistance, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

June 9, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information received, Mr [redacted] states that, following the activation of his service, he experienced issues with data connectivityMr [redacted] stated that, upon returning to his local Sprint store to request cancellation within the 14-day return period, he was redirected to our Customer Care department to complete his cancellation requestHe advised that he experienced difficulty reaching a representative who could cancel his account and he was made offers to maintain his service with Sprint, which he declinedMr [redacted] has since ported his service and is dissatisfied that he was not able to cancel his account within the 14-day return periodAs a result, he has requested to return his device and have all equipment charges removed We spoke with Mr [redacted] on June 8, 2015, to discuss this matter in detailDuring our conversation, Mr [redacted] confirmed that he has since spoken with our Customer Care department and that his issue has been resolvedA postage-paid label is in route to Mr [redacted] to facilitate the return of his deviceOnce we receive the device in our warehouse, we will apply the necessary adjustments to his account to offset the accelerated equipment charges assessed to his accountIn light of this, Mr [redacted] expressed his satisfaction with the actions taken We appreciate Mr [redacted] taking the time to provide us with the details of his experience when attempting to receive assistance with canceling his serviceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have causedIf he needs additional assistance with this matter, we ask that Mr [redacted] contact our Executive Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, [redacted] C [redacted] C Executive Services Analyst

December 15, 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 inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, he states that when he recently began service with Sprint, he was advised that he would receive three $gift cards for his three lines of service per a promotion that was available However, after contacting Sprint a number of times regarding this matter, he was later advised that the promotion available at the time he activated service was for $gift cards per line of service As a result, Mr [redacted] is requesting what he was promised when he activated service We regret the circumstances that prompted Mr [redacted] ’s complaint Upon review of the promotions available at the time of Mr [redacted] ’s service activation, we regrettably were unable to confirm an additional $gift card promotion per line in addition to the deeply discounted promotions we currently offer We sincerely regret any possible misunderstanding To address this matter, we confirmed that three $Visa gift cards were sent to Mr [redacted] per a referral promotion Mr [redacted] confirmed receipt of said gift cards As a goodwill gesture, and in an effort to reach an amicable resolution, we also applied a one-time $credit to his account Mr [redacted] accepted our offer We appreciate Mr [redacted] for taking time to provide details of his experience with our store and customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We apologize for any inconvenience this matter may have caused Mr [redacted] If he needs further assistance with this matter, Mr [redacted] can reach me toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

January 18, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] , [redacted] *** Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention In her inquiry, Ms [redacted] indicated that she visited one of our Boost Mobile retailers as she was porting from Metro PCS to Boost Mobile As part of our promotional offer, we offered a Samsung device for free, along with the first month of service Upon her visit, she was told she would have to purchase LG devices because the retailer was out of stock on the promotional devices In addition, Ms [redacted] stated that she was not provided the first month free, and she paid her first month without her knowledge As such, she requested a full refund of $ We spoke with Ms [redacted] regarding this matter on January 13, 2017, and explained that our Boost Mobile retailers are third-party owned, and we do not manage their promotional offers, or returns She advised us that if she was able to get her LG devices replaced with the Samsung device and her first month waived she would be satisfied We spoke with Ms [redacted] on January 18, 2017, and we are happy to report that we facilitated both her devices being replaced with Samsung devices As a courtesy, we applied a $credit to cover her next month of service charges, along with a $reoccurring credit for the next months Ms [redacted] accepted our offer and expressed her satisfaction with our resolution We regret any inconvenience this matter may have caused Ms*** If she has any further questions or concerns regarding these matters she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Chris HExecutive Services Analyst

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

August 1, 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-noted inquiry of Ms [redacted] We appreciate having the opportunity to address her concerns In the information provided, Ms [redacted] expressed her dissatisfaction with our not honoring the terms of a recent Buy-One-Get-One (BOGO) equipment promotion, advising that she upgraded her Sprint devices in December but that her promotional credits are not yet awarding She also described unfavorable customer experiences during her attempts to address that matter She requested that we honor the offer going forward and provide credit to her account for the months the promotion has not awarded During our conversation with Ms [redacted] on July 27, 2017, we advised that the referenced BOGO promotion for her chosen device model expired on November 28, 2016, prior to her December 2, 2016, equipment upgrade As a result, we are systematically unable to add that promotion to her account to provide monthly credits as she expected and requested However, due to any miscommunication that may have been provided to her related to that promotion at the point of sale, we offered to apply a one-time service credit to offset an amount equivalent to the value of the BOGO promotion, less the amount that has already been applied toward her dispute Ms [redacted] ’s accepted our offer, and we applied service credits totaling $to her account as agreed plus late fees assessed to her account while this concern was in disputeAs a result, her account currently reflects a credit balance of $ We advised Ms [redacted] that the applied credit will only apply toward her service charges and that her equipment billing will continue to reflect charges for both devices As such, she will still need to remit the Installment Billing payments each month Ms [redacted] indicated her understanding of that information and her satisfaction with our resolution We appreciate Ms [redacted] taking time to provide details of her experience with our representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms [redacted] and appreciate her continued patronage If she needs further assistance with these issues, she can contact me by calling our department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

May 12, Revdex.com of Greater Kansas City 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 We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] stated that when he started his Sprint service, he was informed that his would receive contract buyout and pay off his Sprint device with the turn in of his previous provider’s device He stated that he turn in one device and upon his follow up with the store days later he was informed that the promotional offer was to turn his previous provider’s device and get a free on Sprint not including contract buyout Furthermore, he stated that he was promised a follow up, which he did not receive until after the satisfaction guarantee period As a result, he requested that Sprint honor the contract buyout promotional offer that he received at his local Sprint third-party retail location 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 resources materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Mr [redacted] may have received regarding the Contract Buyout offer and appreciate his feedback The details of his experience will be forwarded to the appropriate managerial staff empowered to make charges in this areaIn 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 pricingWith respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes Based upon our review, the account reflects that Mr [redacted] participated on the “iPhone On Us” promotional offer, which is not combinable with the Contract Buyout In this promotion he received a monthly service credit to offset the monthly installment payment on the iPhone We spoke with Mr [redacted] on May 12, 2017, and provided him the information aboveWe sustain that the promotional offer he accepted is being honored on his account; however, in an effort to reach an amicable resolution, we are extending an account concession credit in amount of $to offset his monthly service chargesHe accepted and confirmed satisfaction with our resolution We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive 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:Once again, I contacted the seller who is Sprint, the service provider was sprint and the phone is not being used by any other service provider because it’s still locked by sprint which was confirmed by Apple and sprintIt looks like we’re going on a loop here, all I want is my phone that I paid in full to be unlocked nothing more nothing lessPlease unlock my phone or take it back and give my money back !! Regards, [redacted]

October 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 Ms [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] reiterated her dissatisfaction with the performance of her mobile device She also described unfavorable customer experiences during her attempts to address that matter We regret any difficulty Ms [redacted] may have experienced with the use of her Sprint device We spoke with Ms [redacted] on September 25, 2017, and advised that, based on the information she provided, we believe that her reported concerns regarding her equipment freezing up and sounding alarms at incorrect times are device-related As such, we suggested that she have her device evaluated at one of our authorized service and repair centers As outlined in our September 26, 2017, response to her initial filing, Ms [redacted] indicated her frustration that none of our representatives had provided that recommendation previously, and she disconnected our callRegrettably, she did not answer our attempted callback to continue our conversation Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on October and 5, 2017, to continue our discussion related to her reported concerns were unsuccessful We subsequently received an e-mail response from Ms [redacted] on October 5, 2017, in which she advised that she no longer wished to be contacted about this issue We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our departmental staff 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 [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review While it is our goal to amicably resolve all concerns brought to our attention, we regret that Ms [redacted] may not be satisfied with our response We believe that her reported dispute has been fully addressed; however, if we can be of further assistance with these matters after having her equipment evaluation, or if she would like to provide additional information for our consideration, she can contact me 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, Leland [redacted] *Executive Services Associate Analyst

Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on November 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] ’s filling expressed her dissatisfaction with the level of customer service she received from our Customer Care group while attempting to address her billing concerns Ms [redacted] stated that she upgraded the device associated with phone number ending in *** However, she experienced an issue with the device since the day of activationTherefore, she ported-out her line of service to another wireless service provider and returned the deviceConsequently, her account was assessed lease cancellation charges Ms [redacted] requested that Sprint review this matter; provide her with a written notification assuring her that her account will not be charged again or adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaint According to our records, on October 4, 2014, Ms [redacted] upgraded the device associated with phone number ending in [redacted] via Sprint’s Leasing program and agreed to lease payments Please note that effective September 19, 2014; Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease We regret any miscommunication that Ms [redacted] may have received with regards to her returned device We have confirmed that the device was returned on November 11, and the Lease cancellation charges were adjustedPlease be advised that Ms [redacted] ported-out phone number ending in [redacted] to another wireless service provider on November 4, Currently, the account is cancelled with a zero balanceWe spoke with Ms [redacted] on November 23, 2016, and relayed the aforementioned information to her Ms [redacted] expressed her satisfaction with the resolution provided We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] as a customer and have forwarded her feedback to the appropriate managerial staff for further review

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I received the return kit; it did not have my wireless number on it which is 714-400-7471; I called Kala she said it will not cause a problem; Informed her it has my homeline number on itI will be returning both devices tomorrow 8/8/

April 4, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case 1 [redacted] , ***ny [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] ... To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr. ***ny [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr. [redacted] expressed dissatisfaction with the level of customer service that he received from one of our third-party retail representatives. He stated the retail sales representative told him his invoice will be $115.50 every month. Mr. [redacted] received his first invoice, and it was $480. He further advised that he went back to the store; however, retail representative no longer works there. As a result, Mr. [redacted] is requesting his bill stays at $115.50, as he was told. Our records reflect that Mr. [redacted] established service with us on November 18, 2016, with six lines of service, which includes four devices, and two tablets. Furthermore, we determined that the six lines are on 3GB better choice plan for $138.50, and with taxes and surcharges, totals $169.78. During our March 28, 2017, conversation with Mr. [redacted] , we explained the information outlined above. Mr. [redacted] reiterated his dissatisfaction with the experience. To demonstrate our commitment to excellence, we added a $20 monthly service credit for twelve months, and a one-time adjustment of $68.64. Mr. [redacted] thanked us for the offer. We appreciate Mr. [redacted] for taking time to provide details of his experience with our third-party retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience this matter may have caused, and we are happy that we were able to resolve Mr. [redacted] ’ issue. If we can be of further assistance with this matter, Mr. [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 7:30 a.m. and 5:30 p.m., Central Time. Sincerely, Shola A. Executive Services Analyst

May 31, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ supplemental concerns to our attention. According to the information received, Ms. [redacted] stated although she has received the return kit she requested to send her device back to us, it took multiple calls to us and time away from her job until the issue was resolved. She stated that she does not feel that the $26 account credit she received is sufficient compensation for what she endured. She is requesting additional credit to be applied to her account. We spoke to Ms. [redacted] on May 26, 2017, and in an effort to reach an amicable resolution, we offered and she accepted an account concession credit in the amount of $150. She stated that she considers the issue resolved to her satisfaction. We appreciate Ms. [redacted] taking the time to provide us with the 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 her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes. We regret any inconvenience these matters may have caused. 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 9:45 a.m. and 5:45 p.m. Central Time. Sincerely, Sharon R. Executive Services Analyst

October 20, 2016 RevDex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding Sprint... account XXXXX***. We appreciate your bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed dissatisfaction with the level of customer service received from our representatives during her attempts to address a billing concern, citing that we are not honoring promotional pricing offered to her for the lines of Sprint service prior to her establishing service with us. She requested that we apply credit to her account to offset the $15 Phone Access charges that are reflected on her invoices after June 21, 2016. We appreciate Ms. ***’s taking time to provide details regarding her experiences with our retail and Customer Care department. Please be assured that we value customer feedback and her concerns were forwarded to the appropriate managerial staff. We regret any misunderstanding that may have occurred related to Ms. ***’s Sprint billing. During our October 13, 2016, conversation with Ms. ***, we explained that the referenced promotional offer was valid from April 2015 through June 2016. This information is also reflected on her invoices. As a result, the $15 Phone Access charges are valid and will no longer be discounted. Ms. Johnson accepted our response; however, she also requested an estimate of what her monthly service charges will be after we changed her rate plan, with her consent, effective September 21, 2016. We agreed to keep Ms. ***’s account in our office until her October 21, 2016, invoice generates to allow sufficient time to follow up with her husband, Mr. [redacted] **, on October 25, 2016, as she requested, to discuss the new monthly service charges. If we can be of further assistance regarding these matters during the interim, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext. ***. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Tiffany G. Executive Services Analyst

July 7, 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 her inquiry, Ms [redacted] disputed the outstanding balance of $reflected due on her closed Sprint account and her credit reporting, stating that she accepted a settlement to pay the reduced amount of $and have the remaining balance waived and her device unlocked However, she reported that her device has not been unlocked and the outstanding balance is still on her credit report Therefore, she requested that Sprint remove the charges from her account, remove all corresponding negative information from her credit report, and unlock her device We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s Sprint account balance and our ability to update her credit reporting We confirmed that the settlement agreement that she accepted did not include the unlocking of her device or the removal of the remaining balance In addition, in order to have her device unlocked it would be necessary for her to remit payment of the remaining balance in full Our records reflect that Ms [redacted] remitted payment to satisfy her outstanding balance on June 29, 2017, and we confirmed that her device was unlocked on July 1, As result of her payment, her account is now in final status with a zero balance In addition, we will notify the outside collections agency assigned to this matter to update their records to reflect that Ms [redacted] ’s Sprint account is now paid in full Please note that this process can take up to days Ms [redacted] stated she is satisfied with our resolution We regret any inconvenience these issues may have caused Ms [redacted] If we may be of further assistance with these matters, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

Tell us why here...March 21, Consumer Specialist Kansas City Revdex.com Ward Pkwy, 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 Mr [redacted] submitted on February 24, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with the American Express (AMEX) device Non-Tufees being assessed to his account as reflected on the November billing statementMr [redacted] stated that he returned his previous wireless service provider’s devices to Sprint’s Returns warehouse in December Mr [redacted] further expressed his dissatisfaction with the reconnection fees being assessed to his account each time his services are reinstatedMr [redacted] requested that Sprint review these matters, allow him the ability to return his lease devices and cancel his account without further cost to himIn addition, adjust his account accordingly Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on March 6, 2017, to discuss his concernsDuring that call, we advised Mr [redacted] that we would review his account concerns and follwith him accordinglyAccording to our records, on October 9, 2015, Mr [redacted] portphone lines ending in [redacted] and ***At that time, he activated devices via Sprint’s Leasing program and participated in Sprint’s Contract Buyout promotional offer We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records further indicate on August 9, 2016, Sprint mailed Mr [redacted] his American Express Reward Cards totaling $to his address on fileHowever, Mr [redacted] did not tuhis previous wireless service provider’s devices to Sprint’s Returns warehouseTherefore, Mr***’s account was assessed an American Express (AMEX) device Non-Tufee of $per line, associated with phone lines ending in [redacted] and ***, as reflected on the November billing statement During the November and the January billing cycles, Mr***’s account was suspended for nonpayment due the outstanding account balanceTherefore, Mr***’s account was assessed reconnection fees and late fees totaling $as reflected on each billing statement We spoke with Mr [redacted] on March 17, 2017, and relayed the above information to him and advised that our records do not indicate that he turnhis previous wireless service provider’s devices to Sprint’s Returns warehouseAlthough we sustain that the disputed charges are valid, to satisfactorily resolve this matter, we offered Mr [redacted] an adjustment of $to offset one of the American Express (AMEX) device Non-Tufees as reflected on the November billing statementRegrettably, Mr [redacted] declined our offerShould Mr [redacted] reconsider our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Mr***If Mr [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 at ###-###-#### ext., ***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive Service Analyst

January 26, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX0106, [redacted] * [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Ms [redacted] * [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once againAccording to Ms [redacted] ’s follfiling, she states that she has had an unfavorable experience while attempting to address her billing concerns and equipment issuesShe states that she agreed to switch her plan to a $rate plan that included unlimited talk and text with GB of data in August 2017; however, the plan never took effect Furthermore, she states that she owns her devices on the account, and she went into her local store to unlock her equipment, but was refused due to a balance on the accountWe spoke with Ms [redacted] on January 24, 2018, regarding her concernsWe again reviewed the account and confirmed that the plan was changed to the $GB Entry Plan on September 1, 2017, to go into effect on September 4, 2017, the first day of the bill cycle However, Ms [redacted] ported-out her phone number on September 1, As a result, the plan was never activated on the account in questionBased on our findings, we determined that we were unable to identify any billing errors or miscommunications regarding our plans and service costs As a result, the balance on the account in the amount of $is valid In response to her request for device unlocking, “unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website, www.sprint.com/unlockSprint will unlock a device under the following circumstances:Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;The account associated with the device must be in good standing;The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; andThe device has been active on the Sprint network, currently or in the past, for a minimum of daysWe confirmed that the Samsung Galaxy Note III associated with line ending in is currently financially ineligible for device unlockingMs [redacted] can pay the balance on the account in the amount of $to be eligible for unlockingWe regret any frustration this matter may have caused 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 1-844-282-8211, extension I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP.LaToya P.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 Thank you to both The Revdex.com and Sprint for their prompt handling of this Regards, [redacted] ***

July 6, 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 June 20, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with receiving collection notifications, upon the cancellation of her Sprint accountMs [redacted] specifically stated that she has been notified of an outstanding balance in the amount of $reflected on her Sprint account; however, she claims the account was paid in full as of January 13, Ms [redacted] requested that Sprint review this matter, provide her with an adjustment of all charges and remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’s complaintUpon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate a signed copy of Ms [redacted] ’s Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her current plan After further review of our records, Sprint confirmed that Ms [redacted] was offered a return kit for the iPhone Plus Gold 16GB device associated with her phone number ending in [redacted] on January 14, 2017, after she remitted payment of $on January 13, Ms [redacted] ’s February billing statement reflects that she was billed for the total amount of $in association with cancellation charges with respect to her Samsung Galaxy Sdevice for her phone number ending in ***, which was activated via Sprint’s Leasing program on July 25, Additionally, Ms [redacted] ’s February billing statement reflects an unpaid balance of $from her January billing statement, a credit card chargeback of $178.20, as well as an adjustment applied in her favor in the amount of $This resulted in the amount of $prior to the applicable charges and credits reflected on her February which are comprised largely of the unbilled balance of her Lease Agreement of the iPhone Plus Gold 16GB device associated with her phone number ending in *** We spoke with Ms [redacted] on June 30, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we advised Ms [redacted] that the amount of $represents the unbilled balance of her signed Lease Agreement for the iPhone Plus Gold 16GB device associated with her phone number ending in ***Although, Sprint sustains no further credit is due, in order to provide an amicable resolution and closure for this matter we agreed to apply a one-time courtesy adjustment of $to Ms [redacted] ’s accountMs [redacted] confirmed she was satisfied with our offered resolution and understood the aforesaid information relayed to her 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 a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

January 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of 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 providing apparent misinformation to him when he [redacted] red lines of service to Sprint from another carrier, advising that we have not honored the terms of activation for two of his [redacted] red lines Mr [redacted] requested that we honor the offer presented to him at the point of sale by allowing the activation of the two non-Sprint branded devices to his account with the return of the two temporary Sprint-branded devices or that we terminate all his Sprint services and restore his mobile numbers to his previous carrier and provide a refund of all amounts paid to us We regret any possible misunderstanding that may have occurred regarding the activation of Mr [redacted] ’s Sprint services and two non-Sprint branded devices Our research revealed that the retail representatives who initially declined his request misunderstood that requestHowever, during our January through 26, 2017, conversations with that representatives and his management team, we clarified Mr [redacted] ’s needs and facilitated the requested ***saction successfully on January 27, As a result, the two noted lines of service are now active on his Sprint account with the chosen non-Sprint branded equipment Mr [redacted] elected to return the temporary devices provided to him by us to the point-of-sale However, if his election should change, Mr [redacted] agreed to contact us directly to provide prepaid shipping materials for the return of those two devices, consistent with the Sprint Satisfaction Guarantee protocol We also agreed to review his next invoice with him and apply credits to Mr [redacted] ’s account to offset a portion of his first month’s service charges due to the delay in [redacted] ring his service from his former carrierMr [redacted] expressed his satisfaction with our resolution We appreciate Mr [redacted] ’s taking time to provide details of his and his family’s experience with our retail and Customer Care representativesPlease be assured that the experience he described is not indicative of the level of service we expect from our employees The feedback he provided regarding those experiences has been forwarded to the appropriate management staff empowered to investigate and make changes in those areas We regret any inconvenience these issues may have caused Mr [redacted] If we can be of further assistance with these matters, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst