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 emails that sprint sent which are different emails from March 23,2017- May 19th,are all stating that for the sprint account the purchase lease device refunds for the ###-###-#### are $and for the line ending in ###-###-#### are $ After forward the emails to the rep he came back telling me that the email that was sent to me from sprint is in errorBut all 5? There were no email after rectifying that those emails were in errorTherefore I don't believe they are even considering to rectify thisAlso I wouldn't have been charge or have to pay $for the line and $for the line if the representative from sprint customer care I had spoken with around end of march and April had given me the correct information regarding the device returnsSince they have eagerly persuade me to send the device to their warehouse after responding to my question of termination fees and assuring I wouldn't be paying those and I wouldn't owe anything for those phones if I had sent it back to them although I had told them that [redacted] wireless would be paying out any balance I had wether it's lease contract or buyout price for the devicesprint representative still told me that I didn't owe themAlso the contract in Sept they only send me a online agreement to sign right at the moment but I never receive a copy of itI have the email recordsThe only way I would be able to access it is to have to log onto sprint and search through their systemWhich I am not a tech saavy person, therefore I had chosen to call sprint customer care back in march regarding the termination and charges since it wasn't something I knew where exactly to look and accessthe customer representative could have showed me to look on my sprint app and let me know which section it was in, rather than just answering off and not have to take any responsibil for the incorrect and harmful information From the beginning they were never honestThey said I had time to disconnect service since they had a trial period to try their service But I first activate the account they were also having issues when I had call regarding the matter, I was told because of their promotions of the 1/price plan that they have had a lot of consumer and therefore there could have been a system being down and irregular reception due to high usageThat it should correct itself since they are sending a ticket for it to be fixbut after the trial date end everything is still same service were still very bad in my areaSprint rep said my area should be fair coverage, but on my device from a LTE or 4G whenever I went out to my front door getting read to leave the house my device would then either be at searchingwith no reception calls can't be made or at 1X which is the same calls cannot be made or receive for about milesTherefore I felt that I am being ripped off and sprint service and customer service and billing had already violated a risidual contract which they have themselve went against the contract and the term and agreement they are forcing the customer to have to go by I have also filed a complaint with the FTC and my local public and utilities commission office regarding this account Regards, [redacted] ***

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx***, [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which she filed as a subscriber on the account of Ms [redacted] The complaint was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that four Samsung Galaxy Jdevices were purchased in February via a promotional offer resulting in the devices being free of charge However, she stated that each month they are billed for the devices and there is not a corresponding credit to offset the cost of the equipment As a result, she is requesting that a credit be applied to Ms [redacted] ’s account to offset the disputing charges that have already occurred, and she is requesting that the matter be resolved so that future charges are automatically adjusted We regret any possible misunderstanding that may have occurred regarding this matter We partnered with the retail management staff of the location Ms [redacted] and Ms [redacted] visited to purchase their devices, and after research of the matter, it has been determined that the percent off Competitor Rate service plan that is provisioned on Ms [redacted] ’s account is not combinable with the free Samsung Galaxy Jpromotion for free devices However, in an attempt to bring closure to this matter, and resolve to our customer’s satisfaction, we applied credits totaling $to offset the cost of four Samsung Galaxy Jdevices This credit offset the full cost of all four Samsung Galaxy Jdevices for the numbers ending in ***, ***, ***, and *** We appreciate Ms [redacted] and Ms [redacted] ’s taking the time to provide us with the details of their experience with our retail store representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that their concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Should there be any additional questions or concerns with this matter, we can be reached 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 TimeSincerely, Bridgette FExecutive Services Analyst

August 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] D*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Ms [redacted] D*** We regret the circumstances that led Ms [redacted] to contact your office again According to Ms***’s follinquiry, she states that she feels that her payment arrangement concerns were not handled appropriatelyWe attempted to speak with Ms [redacted] on August and 9, 2017, regarding her concernsOur office received an e-mail update from Ms [redacted] advising that she no longer wanted to speak with us in regard to her concerns We have once again reviewed the account and determined that there was a payment arrangement set up on June 13, 2017, for the amount of $due on June 27, The arrangement was cancelled on June 26, As a result, her services were interrupted on June 27, As stated in our Terms and Conditions of Services, payments are due by the due date indicated on the invoice However, 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 available However, not all payment arrangement requests can be honoredAlthough Ms***’s rebuttal complaint indicates that she will remain dissatisfied with Sprint’s response, we assure her that we have thoroughly researched her concerns and addressed them to the best of our ability We regret her continued dissatisfactionIf I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP.LaToya P Executive Services Analyst

July 25, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] 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 once again bringing our customers’ concerns to our attention In his rebuttal, Mr [redacted] expressed his dissatisfaction with our response to his initial filing, stating that he has yet to receive his final invoice reflecting the $Early Termination Fee (ETF), plus taxes He further stated that we agreed to credit his remaining $final monthly service charges As a result, Mr [redacted] requested that we review our records regarding the offers that he received We regret any possible misunderstanding that may have occurred regarding Mr***’s billing concern During our conversation with Mr [redacted] on July 5, 2017, we advised him that his final bill reflecting the aforementioned ETF will generate on July 26, We further advised him that our records reflect that as a courtesy, we offered to credit his remaining monthly service charges totaling $ Mr [redacted] stated that he thought that he accepted the credit offer To resolve this matter, we applied a $credit to his account to offset his remaining June monthly service charges Mr [redacted] confirmed that he was satisfied with our resolution We regret any inconvenience Mr [redacted] may have experienced, as well as the loss of his business If we can be of further assistance with these concerns, Mr [redacted] can contact me directly 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, Minnie SExecutive Services Analyst

May 31, 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 May 12, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive the American Express Reward Cards as part of Sprint’s Contract Buyout promotional offer, upon establishing services with SprintMs [redacted] requested that Sprint review this matter and honor the terms of Sprint’s Contract Buyout promotion Sprint has reviewed Ms***’s complaintIn 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing According to our records, Mr [redacted] established service with Sprint by portiphone number ending in [redacted] and trada Samsung Galaxy Sdevice on December 29, We regret any inconvenience 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 Upon further review of our records, we confirmed that Sprint has not received Mr***’s final invoice from his previous wireless service providerAs a result, we are unable to honor the above promotionHowever, if Mr [redacted] submits a copy of his final bill statement from his previous wireless service provider reflecting the Early Termination Fee or Installment Billing balance for the phone number ending in ***, we have agreed to make an exception and allow him the ability to register above-referenced program in our Contract Buyout promotional offer We spoke with Ms [redacted] on May 17, 201, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised that we are unable to substantiate any registration for Sprint’s Contract Buyout promotional offer was submitted regarding phone number ending in ***We explained Sprint’s Contract Buyout promotional offer and qualifying criteriaAs we were speaking and mentioning to have Mr [redacted] reach out to the undersigned, our call was disconnectedWe attempted to contact Ms [redacted] again and received a voice message and left a message asking that Mr [redacted] contact the undersigned at the number belowShould Mr [redacted] wish to discuss the matter further and is able to provide a copy of his final bill showing the early termination fee or installment billing balance for the phone number ending in ***, we are prepared to make a one time exception as a courtesy in order to provide an amicable resolution and closure to this matterUnfortunately, we have not received a callback from Mr [redacted] as of May 25, As of May 30, we have also attempted to reach Mr [redacted] to reach him via phone to relay the aforementioned information and proposed resolutionRegrettably, we were unable to reach Mr [redacted] directlyShould Mr [redacted] require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience to finalize our proposed resolution We regret any inconvenience this matter may have caused Mrand Ms***If we can be of further assistance, Mror 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

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] R [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] R ***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 provide credit for equipment billed to her account but returned to one of our retail locations She requested that we credit those charges promptly We regret any misunderstanding or delay that may have occurred with the processing of Ms***’s referenced equipment return Our records reflect that she updated the equipment associated with her noted line of service on November 9,2016, and that, as a result of that upgrade, she was required to return the device previously associated with that line of service to us We spoke with Ms [redacted] on June 30, 2017, and confirmed that, although she returned her previous device to one of our retail locations on December 29, 2017, an inadvertent keying error at that location led to the disputed chargesTo resolve this matter, we applied a credit of $to Ms***’s account to offset the device lease charges for that device and cancelled the corresponding equipment lease, leaving her account with a $balance Ms [redacted] states that our actions resolved her issue We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Ms [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 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

August 29, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , Ronald B [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrRonald B [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MrB [redacted] states that he was misinformed regarding Sprint’s upgrade programHe is requesting that Sprint address this matter Sprint has reviewed MrB [redacted] s’ complaint and notes that he previously upgraded the device associated with phone line (xxx) xxx-on September 12, 2016, via Sprint Easy Pay installment billing option Consequently, he is currently not eligible to upgrade the device in question until the Sprint Easy Pay installments have been completely paid offOnce he has sastified the balane on his current device MrB [redacted] will be eligible to upgrade his device with Sprint lease options or Sprint Easy Pay installment billing We regret any miscommunication MrB [redacted] s may have received regarding the upgrade eligibility on his accountWe advised him that we are seeking ways to improve the quality of service provided to our customers We strive to treat each customer with courtesy and respect while providing excellent customer service The feedback he provided regarding his experience will be forwarded to the appropriate management staff empowered to make changes in these areas If we can be of further assistance regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, ***ia [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Ms***ia [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she upgraded her device and added a new line of service based on a Buy One, Get One (BOGO) offer she received at the original point of sale Ms [redacted] advised that she is currently being billed a monthly charge for the secondary device, which she is disputing We regret the circumstances that prompted Ms [redacted] ’s complaint We determined that the BOGO offer Ms [redacted] received had expired a few days before she activated the secondary line As a result, the promotion did not award to her account However, based on any possible misunderstanding regarding the promotion offer, a lump sum service credit totaling $was applied to Ms [redacted] ’s account as reimbursement for the cost of the secondary device Please note that while Ms [redacted] ’s account maintains a credit balance, a minimum payment of $should be submitted each month for the two active IBA’s as service credits only apply to service charges and will not satisfied the required monthly IBA payment We thank Ms [redacted] for being a valued Sprint customer If she has any further questions, I can be reached 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

[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:They have totally disregarded the plan details we received from the Sprint store representative when we began our setup for our accountA copy of that documentation was sent to LatoyaThe store manager that set up our account agreed to honor those detailsWhen I signed the document the store manager erroneously made us believe he was setting our account with those previously quoted terms so I signed the slips as requestedI was scammedAs for my online account, I have also attempted and left messages with the Sprint tech and we still have not connectedIt is not because of a lack of trying on my partI am requesting a 2-month credit for the inconvenience we have experienced for almost three months now in addition to a correction of the terms of the contractAlso, on the fourth line, we did not agree to nor were made aware that device insurance was addedThat needs to be removedI continue to be extremely dissatisfied with the situation and reject Sprint’s response Regards, Laurie [redacted]

October 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] A [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Ms [redacted] A [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] stated that she was assessed setup fees and cancellation fees when she visited her local Sprint retailer in order to make changes to her Sprint account Ms [redacted] stated that a subscriber on the line ending [redacted] on her Sprint account failed to pay their billing charges and she attempted to have the subscriber using line ending [redacted] assume responsibility for the agreement on [redacted] but keep his assigned number Ms [redacted] stated that the changes were not processed as she requested and as a result, her service was suspended, and service plans were changed without her consent Ms [redacted] stated that she was inadvertently assessed cancellation charges as a result of the changes after she was previously advised that she would not be assessed any fees Based on the information received from Ms [redacted] , she states that she had an unfavorable customer experience while attempting to address her concerns She requested that she be paid $plus compensation for her time and inconvenience experienced while attempting to resolve her concerns On September 26, 2017, we contacted Ms [redacted] to address the concerns outlined above We advised Ms [redacted] that all cancellation charges, reconnection fees, and partial month charges were previously removed During our interaction with Ms [redacted] she asked that we further research her account concerns, which we agreed Upon our follreview into this matter, we were unable to identify a Sprint billing error related to Ms [redacted] ’s request On October 5, 2017, as a gesture of goodwill, we applied additional credits of $to offset the last month’s billing because line ending [redacted] reflected no usage As an additional goodwill gesture, we also removed the pending $reconnection fee Ms [redacted] confirmed that the service plan was previously corrected We attempted to contact Ms [redacted] to assure that all issues were completely resolved; unfortunately, we have been unable to reach her since our initial contact We regret any inconvenience this matter may have caused Ms [redacted] If she would like to provide additional information for our review, she 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, Twana [redacted] Executive Services Analyst

At this point in time I will hold offI believe that I have finally been able to come to a resolution with Sprint and will be sending notice of an amicable outcome pending the new expected outcome for this situationPlease let me know if you still need clarification, as I will be happy to do soBut, I would prefer to this play out, now that Sprint has agreed to honor our original deal

March 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customer’s concern to our attention Based on the inquiry, Ms [redacted] stated that she recently terminated her service because her monthly balance continued to increase, and because she was not satisfied with the level of service she states she received As a result, she states that she would like to return the Airave device and for us to remove the non-return fee assessed to her account She would also like Sprint to provide her more settlement options than the outside collection agency currently assigned to her account because she has been a year customer As a result, she is seeking assistance with these matters Please be advised that we spoke with Ms [redacted] on several occasions regarding her account concernsDuring these discussions, we advised her that her account balance for $1,is valid and represents charges reflected on her April through January billing statementsWe further explained that $1,of the account balance represents the accelerated billing of the equipment and cancellation fees for four devices (Samsung Galaxy Tab 4, Samsung Galaxy S6, Samsung Galaxy Note 5, and an Airave) As a result of our review, we were unable to identify any Sprint billing errors and thus the charges outlined on her account are valid and payable to Sprint Ms [redacted] stated that she no longer has the Sor Note because these devices were turned in to her new carrier We further explained to her that her account was assessed a $non-return fee for the Airave device and will be adjusted once the device is confirmed returned Ms [redacted] agreed to return the device Additionally, in an effort to reach an amicable resolution, we applied a credit towards the accelerated billing for the Samsung Galaxy Tab device in the amount of $ And last, in appreciation of Ms***’s long tenure, and to bring ultimate closure to this matter, we also applied credits totaling $to offset a portion of monthly service charges, a cancellation fee for Samsung S6, and one-half of the cancellation fee for the Samsung Note With these goodwill credits, Sprint considers this matter fully addressed and resolved On February 27, 2017, we confirmed that Ms [redacted] returned the Airave device and the account was credited $ As a result, Ms***’s account was updated to a balance of $ On March 2, 2017, Ms [redacted] accepted the balance and paid the balance in full The account is now finalized with a zero balance In addition, we contacted the third-party collection agency, Convergys, previously assigned to her account and requested that further collection efforts on this account be discontinued Further, Convergys will update the credit bureaus to remove any negative reporting regarding this issue and send a confirmation letter to Ms*** This process may take up to days for completion We appreciate Ms [redacted] for taking the time to provide us with the details of her experience regarding her account concerns and customer service experiences, and regret any inconvenience she may have experienced We also regret the circumstances that led to Mr***’s decision to leave Sprint If I can be of further assistance with these matters, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive 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:I keep calling back but no respond and I changed my number, it's ###-###-####Every time I call it's say the party can not be reach and hangs upIf I suppose to speak with someone in particular then why I can not get to her whenever I callThey don't not want to speak to me if the do the will be available for me to speak to themI'm not sure what it's going on but all I'm try to do is get this resolve so I can be done with itThank you Regards, [redacted]

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] submitted on August 16, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Ms [redacted] ’s concern According to the information provided, Ms [redacted] cited her dissatisfaction regarding the charges reflected on her account and on her monthly invoicesMs [redacted] stated that she was overcharged for services after updating her rate plan Sprint has reviewed MsOliver’s complaint According to our records, in July 2014, Ms [redacted] ’s rate plan was updated to the Sprint Framily planAs such, her monthly rate totaled $prior to related taxes and fees as reflected August invoice Additionally, in September Ms [redacted] ’s rate plan was updated to a Shared plan with limited data usage, totaling $prior to related taxes and fees as reflected on the September invoice After completing a review of Ms [redacted] ’s Sprint account for services utilized between June and October 2014, we confirmed that Ms [redacted] ’s monthly invoices increased due to an accumulation of past due monthly charges as reflected on the aforementioned invoices Based on our review, we were unable to identify any billing errors Furthermore, Ms [redacted] ported-out phone lines ending in ***, [redacted] and [redacted] to another wireless service provider on September 24, 2014, and was assessed Early Termination Fees totaling $as reflected on the October invoice We spoke with Ms [redacted] on August 26, 2016, explained the charges reflected on her monthly billing statements, clarified any specific charges in her dispute and addressed any additional concerns she may have regarding the charges reflected on her accountIn an effort to provide a satisfactory and mutually acceptable resolution, we offered to apply an adjustment of $to offset a portion of the outstanding balance reflected on her accountMs [redacted] accepted the $adjustment towards her account and is aware of the remaining balance due of $1,stemming from her August through October invoices We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [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, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

February 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] D [redacted] Sprint Account xxxxx*** [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] D [redacted] , filed on behalf of Sprint account holder, Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our declining to replace a broken accessory associated with his Sprint device under his Total Equipment Protection coverageHe requested that we reimburse him for all monies remitted for that insurance coverage option We regret any misunderstanding that may have occurred related to the terms of Mrand Ms [redacted] ’s Total Equipment Protection (TEP) equipment insurance optionAll new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our TEP option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty During our discussion with Mr [redacted] on February 18, 2016, we explained that, although the referenced device is covered under Ms [redacted] ’s TEP option, the stylus that he needed replaced is deemed a device accessory and, because that accessory was broken, it would considered as physical damageTherefore, if Mr [redacted] opts to replace that accessory using TEP coverage, he would be responsible for paying the requested deductible, as outlined in the documentation provided by our TEP administrator, Asurion, when that option was added to Ms [redacted] ’s Sprint accountWe also assured him that he is welcome to purchase a replacement stylus via other means, as an out-of-pocket expense, as he confirmed that he had already done We also confirmed with Mr [redacted] that the TEP option was removed from both of Ms [redacted] ’s lines of Sprint service on February 13, In addition, although we are unable to identify any error on the part of Sprint related to Mr [redacted] ’s reported concerns, we applied credits totaling $to Ms [redacted] ’s Sprint account to offset the $monthly TEP charges assessed for both of those lines of service from November to February as a demonstration of our commitment to excellenceMr [redacted] expressed his satisfaction with our resolution We regret any inconvenience this matter may have caused but are pleased that we were able to address Mr [redacted] ’s issues to his satisfactionIf we can be of further assistance related to these concerns, Mror Ms [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 p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

May 24, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint [redacted] Account xxxxx***, [redacted] 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’ concerns to our attention. According to the information provided Mr. [redacted] was dissatisfied with service in his local calling, prompting him to cancel his services when his lease agreement was completed. He stated that he attempted to return the device to Sprint for credit of the device purchase option, but was unable to. As a result, he paid the balance on his account and requested to return the device used on the account in exchange for Sprint waiving and refunding the device purchase option charge. 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. Based on our research and in an effort to bring about an amicable resolution, we agreed to waive and refund the device purchase option charge assessed when Mr. [redacted] ported out his phone number. This offer is contingent upon the return of the undamaged leased device to Sprint. Mr. [redacted] agreed, and has initiated return of the device to our warehouse. The remaining credit amount will be provided and refunded after the device is checked in. We appreciate Mr. [redacted] providing feedback regarding his recent interactions with our retail and care personnel. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize his input to improve our training and processes. We regret any inconvenience that these matters may have caused. If I can be of further assistance, Mr. [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, John C. Executive Services Analyst

January 18, 2017 RevDex.com [redacted] Re: BBB File [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted... on December 27, 2016. 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 resolve her account concerns. Ms. [redacted] stated that she cancelled service with Sprint and returned all of her equipment within Sprint’s 30-day Satisfaction Guarantee return period. Ms. [redacted] further expressed her dissatisfaction that she has not received a refund and continues to be charged for equipment that she returned. Ms. [redacted] requested that Sprint review this matter, adjust her account accordingly and provide her with a refund. Sprint has reviewed Ms. [redacted] ’s complaint. Our records reflect that Ms. [redacted] established services with Sprint on December 3, 2016, by porting-in phone number ending in ***, and activating an iPhone 7 Silver 128GB device via Sprint’s Leasing program. 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 the circumstances that led to Ms. [redacted] ’s decision to terminate her services with Sprint and switch to another wireless service provider. After further investigation, Sprint confirmed that Ms. [redacted] ported-out phone number ending in [redacted] on December 9, 2016; thus cancelling her account within Sprint’s 30-day Satisfaction Guarantee return period. Please note for a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a 30 Day Satisfaction Guarantee on returns. Customers can utilize Sprint service without being liable for service and device charges. The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase price or down payment, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned. Furthermore, restocking fees are not applicable. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers. We regret any misunderstanding that may have occurred regarding our billing practices and the balances reflected on Ms. [redacted] ’s monthly billing statements. Based 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 cancellation of her services and were unable to substantiate her claim that her Lease cancellation charges were not adjusted accordingly. We spoke with Ms. [redacted] on January 11, 2017, to discuss her concern in detail and relayed the aforementioned information o her. During our conversation, we explained that our records reflect that all necessary adjustments were applied towards her account’s balances as reflected on her monthly billing statements. In order to provide an amicable resolution and closure to this matter, Sprint advised it would research any potential refunds and follow up with Ms. [redacted] directly. However, we have been unsuccessful in our attempts to reach Ms. [redacted] directly via phone following our most recent conversation on January 11, 2017. Sprint has agreed to process and approve a refund check of $478.32, which with mailed to Ms. [redacted] ’s billing address on file within 7-10 days. Should Ms. [redacted] require further assistance with this matter, we urge her to contact the undersigned at the phone number noted below at her earliest convenience. We regret any inconvenience this matter may have caused Ms. [redacted] . We appreciate Ms. [redacted] ’s taking time to provide details of her experience with Sprint’s Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. [redacted] ’s feedback and will utilize this input to improve our training and processes. 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 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: the credit for incorrectly billed tax does not equal the correct amount. I have also been informed that Sprint will not be offering any further compensation/reparations for any of my other concerns to the way the customer service until this point has disrupted my life. In order to have Sprint resolve my issue, I have spent numerous recorded hours on the phone, in the stores, over chat and we are still working on a resolution. I have missed time at work, lost time with my family, and the stress that goes along with that has been nearly unbearable. I will not accept resolution without my request for monthly credit compensation being approved by Sprint. Or Sprint needs to release my account from any lease/contract terms and allow me to part ways with a zero balance and move on to another carrier. Regards, [redacted]

May 30, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint ID [redacted] Sprint... Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] states that she decided to return after being advised that the coverage in her area had improved and would no longer experience service issues, as she had in the past. She further states that since returning to Sprint, she experiences dropped calls regularly and often has no connection. As a result, Ms. [redacted] is requesting that we release her from her service agreement. Based on the information received from Ms. ***, she also states that she had an unfavorable customer experience while attempting to address her concerns. Based upon our initial review of Ms. ***’s local calling area, our network appears to be operating within normal parameters and there are no network outages or impairments that would appear to be impacting the service. However, in an effort to troubleshoot and isolate any issues that may be impacting her service, we escalated her concerns to our technical support team. We spoke with Ms. [redacted] on May 18, 2017, and relayed our findings. Unfortunately, our engineers were unable to fully investigate her coverage concerns, as their attempts to speak with Ms. [redacted] on May 19, 23, and 24, 2107, were unsuccessful. Our office also contacted her via phone and email on May 26, 2017. Unfortunately, our attempts were also unsuccessful. Should Ms. [redacted] want to discuss this matter further she can contact our office directly at her earliest opportunity. We appreciate Ms. [redacted] for taking the time to provide us with details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. If we may be of further assistance regarding this matter, we can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:00 a.m. to 4:00 p.m., Central Time. Sincerely, Leslie [redacted] Executive Services Analyst

October 28, 2016 To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on October 19, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention. In Mr. ***’s follow-up filing, he believes that he was not refunded correctly for the initial purchase of his Samsung Galaxy devices. Mr. [redacted] previously stated that he received the incorrect amount of tax credits for the return for the Samsung Galaxy Note 7 devices. Mr. [redacted] further stated that in his initial order, he was charged over $200 in taxes; however, when he exchanged the devices at a local Sprint Retail Store location, he received a refund of $151.98. Therefore, Mr. [redacted] requested that Sprint review this matter, and respond accordingly. Sprint has reviewed Mr. ***’s complaint. As stated in our initial response, we spoke with Mr. [redacted] on September 29, 2016, to further discuss his device concerns. We advised Mr. [redacted] that we would investigate his concerns and follow-up with him accordingly. Our records reflect that on August 3, 2016, Mr. [redacted] contacted our Telesales group and upgraded phone lines ending in [redacted] and ***, and purchased the Samsung Galaxy Note 7 devices at discounted pricing in exchange for a two-year Service Agreements for each line. Also, our records reflect that on September 20, 2016, Mr. [redacted] visited a Sprint Retail Store location to inquire about exchanging or upgrading his Samsung Galaxy Note 7 devices associated with the aforementioned phone lines, due to the recent recall, by the manufacturer, Samsung. Our records reflect that no sales related transaction occurred on September 20, 2016. Please note we partnered with our retail stores management team for further assistance. As such, our retail stores management team contacted Mr. [redacted] to further discuss and resolve his device concerns. As a result, we have confirmed that the aforementioned devices were exchanged on September 28, 2016. Since our initial conversation with Mr. ***, we followed-up with him on October 21, 2016, to further discuss his additional concerns. During that conversation, Mr. [redacted] advised us that he was unavailable to discuss this matter in detail and requested a follow-up call. To ensure that Mr. ***’s concerns were thoroughly investigated, we engaged our retail stores management team again for further assistance. We have determined the tax credits received during his exchange for the aforementioned devices were correct. During his initial sales transactions on August 3, 2016, he was assessed Upgrade Fees and shipping charges, totaling $72.00. These charges can be found on the August 2016 billing statement. In an effort to ensure a satisfactory and mutually acceptable resolution, we have agreed to apply a partial credit of $76.80 to his account to offset the Upgrade Fees and shipping cost, plus applicable taxes associated with the original order placed through our Telesales Group on August 3, 2016. This credit will appear on the November 2016 billing statement. We attempted to follow-up with Mr. [redacted] on October 25 and 26, 2016, to relay the aforementioned information to him. Unfortunately, we were unable to reach him directly. Please note that on October 28, 2016, we sent Mr. [redacted] an e-mail with our above resolution. Should Mr. [redacted] require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted below at his earliest convenience. We appreciate Mr. [redacted] taking time to provide 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. ***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review. If we can be of further assistance with this issue, Mr. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 4:30 p.m., Eastern Time. Sincerely, /s/ [redacted] [redacted] Executive & Regulatory Services Analyst