Sprint Corporation

June 13, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxxx***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] - [redacted] stated that she experienced technical issues with her leased Samsung 6s 64gb device and it was replaced with a Samsung 6s 32gb device She stated that she agreed to pay $per month for the lease payments on the 64gb device and since she received the incorrect device, she is requesting a refund for the difference that she paid During our conversation with Ms [redacted] - [redacted] on June 5, 2017, we explained that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyMs [redacted] - [redacted] subscribed to Sprint Total Equipment Protection (TEP) on phone number ending in [redacted] on her accountTherefore, if the problem with Ms [redacted] - [redacted] ’s devices is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] - [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] - [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval and if the device is not available it will be replaced with a comparable model device Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We advised Ms [redacted] - [redacted] that per the terms of the TEP option, we were unable to determine any error; however, since we value her business and in an effort to bring amount an amicable resolution to this matter, we offer to provide an account concession credit in the amount of $ Ms [redacted] - [redacted] accepted our offer and confirmed that her issue is resolved We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] - [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, Jennifer F.Jennifer F.Executive Services Analyst

October 11, 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 customer’s concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her recent attempts to cancel a line of service associated with her Sprint account, citing that the line remains active despite her multiple calls to our Customer Care departments In addition to terminating the noted line of service, Ms [redacted] requested that we provide a substantial credit to her account for her time and effort We appreciate Ms [redacted] ’s providing details of her experience with our Customer Care representatives We are continually striving to improve the level of service provided by our employees Please be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’s service cancellation request and subsequent account billing Our records reflect that she ported three of her four mobile numbers from Sprint to another provider on September 24, 2016, leaving one line of service active Later that same day, Ms [redacted] spoke with representatives of our Customer Care department and scheduled the cancellation of her final line of service at the end of her then-current billing period, October 10, 2016; however, our records further reflect that the line inadvertently remained active past that date During our October 4, 2016, conversation with Ms [redacted] , we explained the information detailed above We also assured her that we canceled the noted line of service effective immediately and credited her account for charges assessed for that line of service after September 24, In addition, as a demonstration of our commitment to excellence, we also offered to apply an $credit to her account as a result of the delay in taking action Ms [redacted] accepted that offer and expressed her satisfaction with our resolution We regret any inconvenience these matters may have caused and the loss of Ms [redacted] ’s business However, we are pleased that we were able to resolve her reported concerns to her satisfactionIf we can be of further assistance with these issues, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Linda WExecutive Services Analyst

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she obtained a device via Sprint’s Leasing program At the end of her lease term, she stated that she spoke with a Sprint representative whom she stated informed her that at the end of her agreement she could either pay the Lease Device Purchase Amount in full, or she could continue to pay the month-to-month lease fee of $per month, until the purchase amount was paid off Ms [redacted] expressed her dissatisfaction that the month-to-month charge is not applied toward the Lease Device Purchase Amount charge The Sprint Lease program is an option that gives qualified new and existing customers the flexibility to lease select Smartphones and tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease During our conversation with Ms [redacted] on July 18, we advised her that the Lease Device Purchase charge is separate from the monthly lease charge We further explained that the month-to-month lease charge does not apply toward the Lease Device Purchase Amount charge Further, our records show that this information is disclosed on the Lease Agreement that was signed by Ms***Per her request, we cancelled Ms***’s respective Lease Agreement and her account has been automatically charged $to purchase the device, as well as the applicable taxes and surcharges Although no credit is due, as a one-time courtesy, we applied credits totaling $to Ms***’s account Please note that account credits do not apply toward equipment charges We regret any inconvenience this matter may have caused Ms***If Ms [redacted] has any further questions regarding this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:The company has not resolved my complaintThey continue to refuse to refund me the return shipping charges they owe meTheir offer of an account credit is unacceptable as I am not a customer of their cell phone plans (my daughter and wife were customers but they have recently closed their accounts)There is also a factual error in the company's response: despite their customer service representatives having made repeated promises to me they did not refund the forward shipping charges; they only refunded the phone price itselfWhen I followed up with the company they refused to refund those charges, citing their standard return policy and completely ignoring the fact that I had successfully canceled the order, despite me making them aware of this multiple times and providing proofTo obtain a refund of the forward shipping charges I therefore had to dispute the charges with my credit card company, which sided with meHowever, I am still owed a refund of the return shipping charges.I should also like to receive some compensation for the inordinate amount of time I wasted communicating with their inept and hard-to-reach customer service and the continuing stream of incorrect information and broken promises I had to sufferOn top of this I wasted substantial additional time acting upon their incorrect instructions, such as traveling to a FedEx location to return the phone, where they would not accept it due to lack of a return shipping label (when I then contacted the company's customer service they promised to email me a return shipping label but I never received it and after several inquiries they eventually went back on their promise and refused to issue it).The company has seriously broken business practices and customer serviceI would like to receive an apology and a written pledge that they will examine and improve their operations.Upon their request, following this Revdex.com complaint, I recently forwarded a detailed log of the events to the company but the only response I received was a standard message from their customer service stating that customers are responsible for shipping charges according to their return policyYet again, it was clear that they had not read the log or otherwise familiarized themselves with the case Regards, [redacted] ***

January 28, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her recent attempts to have her malfunctioning HTC One device repaired or replaced, citing that she was provided conflicting information and still does not have a working phoneShe requested that we replace her defective device with a new or comparable model We appreciate Ms [redacted] ’ taking the time to provide us with details regarding her recent experiences with our Customer Care departmentPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any inconvenience that may have caused Ms [redacted] to contact your agency regarding our options to replace one of her malfunctioning devicesAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty During our January 22, 2015, discussion with Ms [redacted] , we explained the information outlined aboveHowever, due to the nature of her equipment issues and the length of time taken to address those concerns, we replaced the HTC One device for the line ending in [redacted] with a new Samsung Galaxy at no charge to her, contingent upon the return of her defective device to our warehouse within days, as a one-time exception Ms [redacted] accepted our offer, and we processed an order for her new device, which she received and activated on January 15, We also forwarded a prepaid shipping label to her e-mail address to facilitate the return of her malfunctioning device to our warehouse, which we received todayWe applied credits totaling $to her account to offset the equipment charge, activation fee, overnight shipping fee, applicable taxes, regulatory charges and surchargesThose credits can be viewed online and on Ms [redacted] ’ next invoice We are pleased to inform you that Ms [redacted] is satisfied with our resolutionIf you have questions regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

July 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: 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] stated she went to one of our Sprint stores and processed a Change of Ownership from her boyfriend’s account into her own account and was told her bill will be $monthlyShe further stated that she confirmed she could keep her same phone numberHowever, her subsequent invoice was higher than the amount quoted, and she contacted our customer service department for assistance She states she was advised that the disputed charges would be adjusted As a result, Ms [redacted] is requesting that we remove all late charges and make her bill $per month Our record reflects that Ms [redacted] started service with Sprint on February 21,, 2017, with two lines of service Additionally, on April 10, 2017, line ###-###-#### was transferred to Ms [redacted] ’s accountDuring our conversation with Ms [redacted] on July 17, 2017, we explained the information to herMs [redacted] advised that she should only have one line of service for phone ###-###-####, and not three lines Additionally, she asked if we could follow up with her after reviewing her account We made an attempt to contact Ms [redacted] via the e-mail and phone number provided on July 24, and 28, 2017, and have not received response to our attempts We are confident that we can resolve this matter; however, we need to speak to Ms [redacted] to make changes to her account We appreciate Ms [redacted] for taking time to provide details of her experience with our retail and customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes 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 Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 27, 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 final balance due reflected on her closed Sprint account, advising that she ported her mobile numbers from Sprint to another service provider in January due to unresolved network and billing issuesAlthough she acknowledged that she surrendered her Sprint devices to her new carrier during that process, Ms [redacted] requested that we credit her $balance, cease collections activity, and remove this matter from her credit reporting We regret the circumstances that led to Ms [redacted] ’s decision to terminate her services with us, as well as any possible misunderstanding that may have occurred related to her final account balance and subsequent collections activity Our records reflect that Ms [redacted] established her lines of Sprint service on September 13, 2016, but that she subsequently terminated those services on January 14, 2017, when she ported her mobile numbers from our network to another provider At that time, her account reflected a balance due of $367.64; however, because she took that action prior to the satisfaction of her accepted equipment finance agreements, we accelerated her device pay-off balances and assessed an additional $to her account, bringing her final balance due to $ Regrettably, we did not receive payment to settle that amount, and information related to Ms [redacted] ’s outstanding debt was forwarded to an outside agency for collection on Feburary 14, During our June 26, 2017, conversation with Ms [redacted] , we explained the information outlined above She advised that she was unable to return her financed devices to us because she turned surrendered them to her current service provider for promotional consideration As a result, we informed her that the disputed equipment charges are valid, and we respectfully declined her equipment credit request Ms [redacted] indicated her understanding of that information but requested that we consider account credits due to her previously-reported service issues Although we were unable to substantiate her network issues and only identified one instance of her calling us to report network service issues, we offered a $service credit as a demonstration of our commitment to excellenceWe also explained the remaining billed charges in detail Ms [redacted] accepted our offer, and we applied the $credit as agreed, leaving her Sprint account in closed status with an adjusted final balance due of $ 2, We also informed her that, because the past-due balance is valid, we cannot remove this information from her credit reporting Ms [redacted] stated that her issues were fully addressed We regret any frustration these matters may have caused and the loss of Ms [redacted] ’s businessIf we can be of further assistance with these issues, Ms [redacted] can contact me by calling the Sprint 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 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 my complaint about Sprint charging more than agreed, complaint ID [redacted] , and have accepted this resolution, although not satisfactory, as the best I will get Regards, [redacted]

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case , [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives during her attempts to address a refund concern, stating that her issue remains unresolved after she returned her device to her local retail store and canceled her service within the Satisfaction Guarantee return policy timeframeShe expressed further dissatisfaction with the length of time taken to resolve this matterShe requested that we process a refund as soon as possible We appreciate Ms***’ taking the time to provide us with the details of her experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the circumstances that led to the cancellation of Ms***’ Sprint service and delay in processing her refundWe also regret that we were unavailable to fully discuss the concerns in her referenced inquiry when she contacted our office on May 3, However, after reviewing our records, we confirmed that two refund checks totaling $were processed on May 5, 2017, and mailed to the address of record on that same datePlease allow to business days from that date for Ms [redacted] to receive them If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

Tell us why he April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on March 27, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr [redacted] expressed his dissatisfaction with the delay in receiving a refund upon the cancellation of his Sprint accountMr [redacted] requested that Sprint review this matter and process a refund to him accordingly Sprint reviewed Mr [redacted] ’ complaintAccording to our records, Mr [redacted] established services with Sprint on December 16, 2016, at a local Sprint Retail Store locationAt that time, he portphone line ending in [redacted] and activated a device via Sprint’s Leasing programIn addition, he enrolled his account in Sprint’s Automatic Payment program Additionally, on January 6, 2017, Mr [redacted] visited a local Sprint Retail Store location and cancelled his Sprint account with the return of the device, within Sprint’s 30-day Satisfaction Guarantee return periodUpon the cancellation of the account, his account was assessed Lease cancellation charges totaling $as reflected on the January 19, billing statement Since Mr [redacted] ’ account was enrolled in our Automatic Payment program, the referenced amount was debited from his financial institution on February 8, To satisfactorily resolve this matter, on April 6, 2017, we approved and processed a refund of $to his credit card on filePlease be advised that financial institution normally post the transaction to the customer's account within business days; however, some institutions, such as credit unions and smaller financial institutions may take longer Therefore, we ask that Mr [redacted] follwith his financial institution after business days We regret any miscommunication and delay that Mr [redacted] may have experienced while awaiting the refund in questionWe spoke with Mr [redacted] on April 13, 2017, and relayed the above information and resolution to himMr [redacted] expressed his satisfaction with the resolution provided to him We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern TimeSincerely, /s/ Regina S.Executive Services Analyst re

[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 However, it took nearly weeks for Sprint to unlock my phone after I paid my final bill which is excessiveIn addition, a Sprint rep was suppose to call me back to let me know when my phone was unlocked and didn't call me until 6/22/I will never be a Sprint customer again Regards, [redacted]

June 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] G [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] , who is an end user on the account of [redacted] ***, to our attention We regret any inconvenience that she may have experienced in this matter According to the information provided in the complaint, Ms [redacted] indicates that our Telesales representative processed a $payment on her credit card without her authorization She states that she authorized an $payment to be charged to her credit card for a shipping fee assessed in conjunction with a phone order Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concernDuring our discussion with Ms [redacted] , we confirmed with her that she authorized an $payment with our Telesales representative to be processed on her credit card for a shipping fee assessed in conjunction with her associated phone order shipment We also confirmed with her that a $payment was processed on her credit card in error rather than her authorized $payment We also confirmed with her that our Customer Care representatives previously processed a $refund back to her credit card in regard to the matter As a demonstration of our commitment to excellence, and in our attempt to reach an amicable resolution with Ms [redacted] , we applied an $credit to offset the valid shipping fee assessed As a further gesture of goodwill, and to bring closure to this matter, we also applied a one-time $account credit Ms [redacted] stated that the matter is resolved We appreciate Ms [redacted] for taking the time to provide us with the details of her 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 Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

[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] While we terminated the service,Sprint is lying to you,the paperwork said buy on,get one free,I was told there is no work going on in the area in the near future,so service is what it is,Sprint constantly lied and failed no respond on many occasions,never emailing as promised.I offered to have a Sprint rep ride with me and I would show them the lack of service,they declined.the service issue ,as they state,was not just at home,but all over the state.while this claim may be dead,make it duly noted on the record we were lied to on a regular basis by Sprint and their reps,and I will make sure everyone I meet is informed Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

July 3, 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’ concerns to our attention Ms [redacted] expressed her dissatisfaction with the length of time taken to unlock her Sprint-branded devices for use on another domestic carrier’s network Ms [redacted] requested that we unlock her devices promptly We regret any misunderstanding that may have occurred related to our ability to unlock Ms [redacted] ’s equipment as requested “Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow the insertion of another carrier’s SIM card (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s networkIn 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 equipment unlocking protocol is available on our website at www.sprint.com/unlock, Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options;The associated account is in good standing;The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; andThe device must be active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Ms [redacted] ’s referenced Apple devices previously associated with her closed Sprint account are eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the devices and that Ms [redacted] has verified that her devices are now unlocked and in use with her new carrier’s service We regret any inconvenience this matter may have caused Ms [redacted] , as well as the loss of her business If we can be of further assistance with this concern, she can contact me by calling our 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

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she had a defective device and dropped the device off at an authorized repair center in May and she has not received her replacement deviceAs a result, she is requesting that we provide her with a replacement device or apply a credit to her account equivalent to the value of the device During our conversation with Ms [redacted] , we apologized for any inconvenience she may have experienced as a result of this issue Further, she informed us that the repair center technician contacted her and advised her that her replacement device was ready for pickupAdditionally, we agreed to apply a one-time courtesy credit of $to offset the monthly service charges she incurred while she was without her device Ms [redacted] accepted the offer and is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewWe regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

February 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our not unlocking devices he paid for in full in December for use with another domestic network He requested that Sprint unlock the noted devices immediately or accept the return of those devices in exchange for a full refund of the purchase price We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred regarding his equipment unlock request “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 at www.sprint.com/unlock Sprint 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 days We confirmed that Mr [redacted] ’s referenced devices do not meet the criteria for SIM unlocking because they were not active on the Sprint network for a minimum of days As a result, we were unable to comply with his unlock request However, our records reflect that he restored his Sprint services with those devices on January 18, During our January 29, 2018, conversation with Mr [redacted] , we confirmed the details noted above, and he advised that his reported concerns are now resolved We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

August 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that his service plan was changed on his iPad from 2GB to 25MB without his knowledgeHe also stated that he was informed that after his agreement was fulfilled for his iPad, he could pay monthly to own the device Therefore, he paid month-to-month and after inquiring about the balance at our retail store, he stated he was informed that the month-to-month charge is not applied to the End of lease amountHe further stated that he was informed that his iPhone device came with $in accessories; however, he stated that he was not informed that the accessory cost would be billed to his account After Mr [redacted] followed up with our retail representative to find out why he is being charged for the accessories, he stated that he was informed that he will receive a corresponding $credit Mr [redacted] stated that a $credit is not reflected on his invoices He indicated that his attempts to resolve these matters have resulted in unfavorable customer service experiencesAs a result, he is requesting that he be refunded the $amount that he paid for the tablet, and that a credit be applied for the accessory cost We regret any possible misunderstanding that may have occurred regarding these matters Based on a review of our records, the change from a 2GB plan to a 25MB data plan for the tablet line of service ending in [redacted] was updated on February 2, 2017, effective the next billing cycle However, due to Mr [redacted] stating that he did not request a service plan change, an additional plan change to the unlimited plan for the same cost as the 2GB plan was updated on April 8, 2017, for the [redacted] line of service Mr [redacted] acknowledged this information and indicated that he had not received a prior explanation Also, we informed Mr [redacted] that upon fulfillment of his lease agreement, he can upgrade to a new lease, terminate the lease, or pay month-to-month Monthly payments remitted at the end of the lease are not applied to the End of Lease purchase priceThis information is noted in our Terms and Agreements of Service for the leased device Our records reflect that Mr [redacted] paid $per month from February to June after the lease agreement fulfilled for the tablet line ending in *** This amount totals $and he also paid $for the fair market value of the iPad to own it Therefore, due to any misunderstanding that may have occurred, we applied a one-time total $credit to Mr [redacted] ’s account effective today to resolve to his satisfaction Lastly, we partnered with our retail store management team regarding the $accessory charge reflected on Mr [redacted] ’s invoice effective February 22, Based on a review of the matter, a $corresponding credit should reflect on his invoices to offset the $accessory charge Due to the credit not systematically applying each month, we applied a total $credit to Mr [redacted] ’s account today to offset the $charge for the month term of the agreement Mr [redacted] accepted the resolution, and he is satisfied with the handling of these matters We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our 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 that Mr [redacted] ’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his account concerns Should there be any additional questions or concerns with this matter, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[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 while their policies were not satisfactory for me I have switched to another carrier so this problem is no longer an issue and an be closed Regards, [redacted]

April 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [redacted] , [redacted] L. *** Sprint Account xxxxx [redacted] Sprint Case... [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms. [redacted] L. [redacted] to our attention. We regret any inconvenience that she may have experienced in this matter. According to the information provided in the complaint, Ms. [redacted] indicates that she added another line of service to her account for her husband. She states that our Customer Service representative advised her that the total monthly charge for the additional line of service would be $7; however, the subsequent charges reflected on her invoice for the additional line were higher than that. She indicates that her husband subsequently ported his phone number to another carrier within the 14 day Guarantee Period and she requests that an account credit be applied to the account to offset all charges assessed for her husband’s cancelled line of service. Based on the information received, she also states she had an unfavorable customer experience while attempting to resolve her concerns. During our discussions with Ms. ***, we confirmed that her husband’s phone number ending in [redacted] was cancelled within the 14 day guarantee period. We also confirmed that they returned his phone to the retail store within the 14 day guarantee period. In view of any possible misunderstanding in regard to this matter, and to reach an amicable resolution, we applied $76.34 in account credits to offset charges assessed on the account for the line in question. We also confirmed that our retail store representative previously requested a $17.60 check refund that be sent to Ms. [redacted] to partially offset the restocking fee assessed with the return of the phone. We confirmed with her that she received the refund check. Additionally, we advised her that a $26.47 refund is being applied to her credit card to offset her down payment remittance for the Installment Billing Agreement (IBA) established for husband’s cancelled phone number ending in ***. We advised her to allow up to 5 business days for the refund to be applied to her credit card. She stated that the matter is resolved. We appreciate Ms. [redacted] for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and will utilize this input to improve our training and processes. If Ms. [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Patricia S. Executive Services Analyst

To Whom It May Concern: Sprint is in receipt of the follow up inquiry from Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ supplemental concerns to our attention. In Ms. ***’s follow up filing, she expressed her dissatisfaction with our previous response. In Ms. ***’s original complaint, she stated that in May 2017, she added an additional line to her account and approximately two weeks later, she discovered that we were offering a Lease One Get One free promotional offer for an iPhone 7, when adding an additional line of service to an account. Ms. [redacted] stated that she contacted us and requested to receive this promotion and was advised that we would make an exception. She stated she was advised that it could take 2-3 billing cycles for the credit to award; however, she is still not receiving credit for one of the devices. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Our records reflect that although Ms. [redacted] did not qualify for the promotional offer for the Lease One Get One free iPhone 7, she purchased two iPhone 7 devices on June 11, 2017, on lease agreements and the promotional offer was added to her account on September 8, 2017. Please be advised that it can take 2-3 billing cycles for the credit to award. We originally spoke to Ms. [redacted] on November 17, 2017, and provided her with this information. In an effort to reach an amicable resolution, we offered and she accepted an account credit of $171.12, which is equal to six months of the promotional credit of $28.52, which she did not receive. At that time, Ms. [redacted] stated that she considers that we reached a mutually satisfactory resolution. We spoke followed up with Ms. [redacted] on December 7, 2017, and she stated that although she agreed that we reached a mutually satisfactory resolution, she will not consider it entirely resolved until the credit is applied each month without her having to contact us. We assured Ms. [redacted] that we would follow up on her next few invoices to ensure that the credit is applied. We advised Mr. [redacted] that we would respond to the BBB accordingly and she agreed. We regret any inconvenience this matter may have caused Ms. ***. If I can be of further assistance, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, 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