Sprint Corporation

[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.] Although I still think this is the most SHADY was to do business and I may still cancel my services with slrint I For nowWill accept the offer and pay the as stated billed to my account Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

March 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Case [redacted] Sprint Account xxxxx***, [redacted] Dear Mr [redacted] : The above referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received from your office, Mr [redacted] stated that on November 2, 2015, he requested and completed a change of ownership on three lines that were previously associated to his accountHowever, he stated that he was incorrectly charged for services associated to those lines after the change of ownership was completedHe is requesting a credit be applied to his account to offset the balance reflected As stated in our Change of Ownership requirements, which can be viewed on www.sprint.com/changeofownership, after both parties have completed and submitted the required forms, allow up to hours for the change of ownership to be completedOur records show that the Change of Ownership was completed on November 2, 2015, the end of Mr***’s billing cycleFurther, our records show that the three lines of service that Mr [redacted] released ownership of were not assessed any charges on his account after November 2, Although, we sustain that the charges reflected on his account are valid, due to any possible misunderstanding, in an effort to bring about an amicable resolution, we offered and Mr [redacted] accepted a one time account service credit totaling $Mr [redacted] confirmed satisfaction with the resolution We appreciate Mr [redacted] providing feedback regarding his recent interactions with our Care personnelWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience that this matter may have caused Mr***If I can be of further assistance, Mr [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] C

September 27, Revdex.com Serving Greater Kansas City Ward Parkway, Suite Kansas City, MO [redacted] Re: Revdex.com Case [redacted] , [redacted] on Behalf of Gregory [redacted] Sprint Account [redacted] Sprint Case: [redacted] To Whom It May Concern: This is in response to the letter received by our organization on September 22, regarding Ms [redacted] We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms [redacted] ’s complaint expresses her dissatisfaction that the billing address was changed on her husband’s Sprint account without their authorizationMs [redacted] further expressed her dissatisfaction with the length of time it took to have their Sprint devices unlockedMs [redacted] requested that Sprint review these matters and provide her with compensation for the time spent resolving these matters Sprint has reviewed Ms [redacted] ’s complaint and investigated her concernsBased on our investigation into this matter, we are unable to substantiate that any unauthorized access or misconduct was initiated by a Sprint employee on the associated accountWe have confirmed the billing address on account number XXXXX [redacted] was updated on September 20, 2016, via our on-line services, www.sprint.com Our Executive analyst spoke with Ms [redacted] on September 26, 2016, and provided her with our findingsDuring that conversation, Ms [redacted] stated her devices were previously unlocked by Sprint and she is currently with another wireless service providerAt that time, we sincerely apologized to Ms [redacted] for the inconvenience this matter may have causedAlso, Sprint appreciated Mrand Ms [redacted] s’ business; however, as per the terms and conditions, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionMs [redacted] confirmed her understanding with the information provided to her Sprint has safeguards in place to protect our customers’ privacyIt is against Sprint policy for employees to access customer information absent a legitimate business need or to disclose any of our customers’ personal information unless authorized by the customer or required by lawFor additional information about our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms [redacted] may visit our website, [redacted] If I can be of further assistance, Ms [redacted] may contact me directly by calling Sprint’s Executive & Regulatory Services Department at ###-###-#### Ext***I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Hakima W Hakima W Executive Service Analyst Tell us why here

August 4, 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 rebuttal to our response to the complaint of Ms [redacted] regarding our prior response dated July 25, We regret the circumstances that led Ms [redacted] to contact your office again In Ms [redacted] follfilling, she expressed her dissatisfaction with the charges assessed to her account, upon the completion of a change of ownership Additionally, Ms [redacted] has stated that she encountered an unfavorable customer service experience while attempting to resolve her account concernsAs a result, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintAs stated in our prior response, we spoke with Ms [redacted] on July 7, 2017, to discuss the details of her complaint At that time, we advised her that we would review her account concerns and follwith her accordingly According to our records, Ms [redacted] established a Sprint account with phone line ending in [redacted] on May 19, During this sales transaction, she activated an iPhone device via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the 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, Ms [redacted] can purchase the devices 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 In addition, Ms [redacted] activated service on phone line ending in [redacted] by purchasing a Samsung Jdevice via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease and Installment Billing Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current plan Sprint has confirmed that on June 10, 2017, Ms [redacted] ’s change of ownership request was successfully completed on her account for phone lines ending in ***, ***, and *** Our records further indicate Ms [redacted] activated phone number ending in ***, [redacted] and [redacted] with her existing Sprint devices Upon further review, on July 10, 2017, Ms [redacted] contacted our Customer Care group to request the cancellation of phone lines ending in ***, [redacted] and *** Therefore, on July 11, 2017, Sprint’s Customer Care group terminated the aforementioned lines per Ms [redacted] ’s requestIn addition, Sprint’s Customer Care group applied a monthly service credit of $per month to offset a portion of the monthly recurring charges until March 22, Since our initial conversation with Ms [redacted] , we attempted to follwith her via phone and e-mail on July 10, 12, and of 2017, to relay the aforementioned information and resolution to her Unfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on July and of 2017, without success We spoke with Ms [redacted] on August 2, 2017, to discuss her concern in detail However, she was unable to discuss her complaint at that time Therefore, Ms [redacted] has agreed to contact the undersigned at her earliest convenience to further discuss and resolve her account concern We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

August 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Sprint Account xxxxx*** 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 that she was offered a free LG device; however, she later noticed she was being assessed a $device charge on her subsequent invoices As a result, Ms [redacted] is requesting that Sprint remove the noted charges per the terms of the promotion that was offered to her We regret the circumstances that led to Ms***’s filing of this complaint Our records reflect that Ms [redacted] spoke with one of our representatives on July 7, 2017, and that her account concerns were fully addressed We confirmed that the disputed charges were credited to her account If we can be of further assistance, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Sunday through Thursday between 8:a.mand 4:p.m., Central TimeSincerely, Leslie [redacted] Executive Services Analyst

March 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided, Ms [redacted] expresses her overall dissatisfaction with Sprint because of various past billing errors she states has occurred on her accountShe further references a plan change she states she requested in January that was not completed causing her to incur higher charges Because Ms [redacted] has experienced multiple billing-related issues on her account, she is requesting that the lease cancellation charges and Early Termination Fee associated with her account’s two lines of service be waived During our discussion with Ms [redacted] on March 21, 2017, she stated that she wished to contact us back at a later time in regard to her concern However, our review of the account records indicates that on March 8, 2017, Ms [redacted] ported out her phone number ending in [redacted] and cancelled her phone number ending in *** Our review also indicates that, in an effort to reach an amicable resolution in this matter, and bring closure, we previously advised Ms [redacted] that with the return of her two account devices in good condition, that we will apply account credit to offset her device-related cancellation charges Our records reflect that Ms [redacted] accepted the noted offer and returned her two devices As a result, in accordance with our offer, we applied a $account credit to offset the Early Termination Fee assessed for the phone number ending in *** We also applied $in account credits to offset the End of Lease and cancellation charge assessed for the phone number ending in *** As a result, Ms [redacted] ’s account is in final status with a zero balance We regret the circumstances that led Ms [redacted] to cancel her Sprint service If she 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

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We regret the circumstances that led Ms [redacted] to contact your office againWe appreciate your assistance in bringing our customers’ concern to our attention According to her follfilling, Ms [redacted] stated that upon activating her Sprint account she initially traded in two phones and then after activation of service she traded in an additional two phonesShe stated that as a result of those traded in devices, she was to receive $in credits to her account, in exchange for her participation in elected Sprint programsMs [redacted] requested that Sprint review these matters Sprint has taken considerable time researching Ms [redacted] ’s complaintOur records reflect that Ms [redacted] established services with Sprint on September 19, 2015, by portiand activating phone numbers ending in [redacted] and ***Additionally our records show that during this transaction, she tradtwo devices and in exchange she received a $credit, which she utilized for accessories and applied towards a bill paymentBased on our review, no further credit is due for her traded in devices Further, our records show that when Ms [redacted] activated service, she elected an iPhone Gold 16GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on September 19, Subsequently, she exchanged the above device within Sprint’s 14-day Satisfaction Guarantee return period and activated an iPhone 6s Rose 16GB device on September 28, 2015, via Sprint’s Leasing programAdditionally, Ms [redacted] activated an iPhone Plus Gray 16GB device associated with phone number ending in [redacted] on September 19, 2015, which was later exchanged for an iPhone 6s Plus Rose 16GB device on October 8, 2015, within Sprint’s 14-day Satisfaction Guarantee return period Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/leaseThe above two devices that Ms [redacted] exchanged within our Returns Policy were credited accordingly on her bill upon their confirmation of receipt in our warehouse When we previously spoke with Ms [redacted] on May 16, 2017, we relayed the aforementioned information to herDuring that conversation, Ms [redacted] indicated that she disagrees with our findingsAlthough, Sprint sustains that the account balance is valid; in order to provide an amicable resolution and closure for this matter, we offered Ms [redacted] the opportunity to return her iPhone 6s Rose 16GB and iPhone 6s Plus Rose 16GB devices associated with phone numbers ending in [redacted] and [redacted] undamaged and in good working condition in exchange for an adjustment of the Lease Device Purchase Amount charges totaling $in accordance with the terms of the respective Lease AgreementsRegrettably, Ms [redacted] did not confirm her acceptance of our proposed offer and declined to further discuss this matter with SprintShould Ms [redacted] reconsider her position and wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response In order to ensure a satisfactory or mutually acceptable resolution, we must speak with Ms [redacted] directlyWe have made multiple attempts to reach Ms [redacted] regarding her concernsWe attempted to contact Ms [redacted] via phone and e-mail on June 16, 19, and 20, 2017, and mailed a letter to the address on file on June 19, 2017, advising her of our receipt of her supplemental filing and our need to speak with her directlyUnfortunately, we have not received a return call from Ms [redacted] While we regret that Ms [redacted] is not satisfied with our response, our position remains unchangedThrough our review we are unable to substantiate Ms [redacted] ’s claims of any credit offered in the amount of $After discussing this matter with the Executive & Regulatory Services team, we are confident that all of her issues have been fully addressed and resolved to the best of our ability We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

August 1, 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 he paid the final balance on his account; thereafter, he requested a receipt reflecting that his account is closed, and that the balance is paid Mr [redacted] indicated that his request has not been met, and he further noted that he has not received any documentation from Sprint reflecting that his account is closed with a zero balance He indicated that his attempts to resolve this matter have resulted in unfavorable customer service experiences As a result, he is requesting assistance with requiring Sprint to provide him with an invoice or documentation reflecting a zero balance We regret any possible misunderstanding that may have occurred Based on a review of our records, we determined that Mr [redacted] remitted a $payment on July 18, 2017, after the June 23, 2017, billing cycle end date We spoke with Mr [redacted] on July 21, 2017, and informed him that the payment he made will reflect on his next invoice dated July 27, Further, the balance on his account was $235.50, and he remitted a payment of $250.35, which resulted in a $overpayment Therefore, we requested that this amount be refunded to Mr [redacted] We also informed Mr [redacted] that his account is closed with a zero balance We regret any inconvenience that he 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

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Mr [redacted] on August 12, 17, and 22, We are confident his account concerns has been addressed and resolved In his inquiry, Mr [redacted] indicated he joined Sprint with four lines of service on a family plan He was not satisfied with coverage and returned the four devices to the point of sale and canceled his service He received a bill reflecting cancellation fees, which he is disputing He has contacted the store and Customer Care and his issues remain unresolved He also indicated he paid restocking fees for each device As a result, he is requesting we review these matters Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day unconditional return policy on all our equipment For a limited time, a new line of service activated after March 25, 2016, has days to try Sprint service without being liable for service and device charges Guarantee covers reimbursement for device purchases, activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees when the device is returned In addition, restocking fees are waived Upon review of Mr [redacted] ’s account, we confirmed that he joined Sprint on July 2, 2016, and leased four devices He canceled his service via porting to a new provider on July 10, We confirmed he returned his four leased devices to the store on July 11, Therefore, he falls under our day satisfaction guarantee As a result, we applied credit to offset his monthly plan cost, activation fees, lease charges and lease cancellation fees Mr [redacted] ’s account reflects a zero balance In addition, we confirmed Mr [redacted] did pay $for restocking fees at the retail location As a result, he was mailed a check for the $for the refund We appreciate Mr [redacted] taking time to provide details of his experience with customer service and 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 his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive 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 problem was I left [redacted] because I figured I would be saving money not spending more with Sprint; a rep told me my bill would be about $a month for lines; the plan was $for the lines (if on auto pay and $without auto pay)I was told the tablet was included in the linesThe bottom line is I wouldn't have never left [redacted] to pay a higher billI can't understand why no one gets that part, it doesn't make sense to leave [redacted] ,because I thought I was paying too much and go to Sprint to pay way moreThe solution is to adjust my bill to the amount I was told I would be paying, not to have me go out of my way and make other decisions on my account to make my bill lower Regards, [redacted]

July 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 complaint of Ms [redacted] D***, submitted on June 28, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms***, she states that she has had an unfavorable customer experience while attempting to address a payment arrangement concernShe states that she recently called in to Sprint to work out an arrangement to maintain service on her account, and was misinformed about set arrangements As a result, she ended up having to pay a total of $to the account to maintain her services, but not without her service interruption in the interimMs [redacted] is requesting an explanation as to why the arrangements set on the account in question were not honoredWe spoke with Ms [redacted] on July 10, 2017, regarding her concernsAfter account review, our office was able to confirm 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, We advised, 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 honored Ms [redacted] understood the information provided.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.We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP.LaToya P.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]While Sprint has agreed to make efforts to resolve the issues revolving my credit report they are making no effort to resolve the issues around the +years of time and effort it took for this matter to be "resolved", with said resolution still pendingDuring the year span that this charge was unrightfully reported to the credit agencies I have incurred untold amounts of damages due to increased interest rates, most recently I have been delayed in my dreams of pursuing an independent business loan due to this reportThese damages are nearing $10,in time and money lost due to Sprints inability to properly track and account for returned items Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The issue is a sprint issue - it deals with their websiteI have been unable to upgrade or order phonesI'm still conned out of 30$ if I order in store which is my only current optionAnd it has been months without any resolution beyond the hassleTo rectify this, since Christmas was ruined, the goal of a new phone for Christmas, I want a iPhone Plus from sprint for the [redacted] line, free of charge, less service charges which i'll pay, and the online account fixed by the time comes again to upgrade in about ten months Regards, Ivan B***

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on 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 June 26, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his equipment concernMr [redacted] expressed his dissatisfaction with the terms and guidelines of Sprint’s Total Equipment Protection (TEP) programMr [redacted] requested that Sprint review this matter and provide him with a new comparable device without further cost Sprint has reviewed Mr***’s complaintOur records reflect that Mr [redacted] purchased an iPhone Gold 64GB device associated with phone number ending in [redacted] at discounted pricing in exchange for a two-year Service Agreement on January 16, For details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about Early Termination Fees Please note all new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Mr [redacted] subscribes to our TEP option on his noted phone number ending in ***If the problem with Mr [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep We spoke with Mr [redacted] on July 6, 2017, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, Mr [redacted] advised that he had contacted a local Sprint Retail Store location as well as Asurion and neither offered him any assistance with regard to an exchange with a loaner device while awaiting a replacementWe advised Mr [redacted] that Sprint’s Terms and Conditions of Service do not require the provision of a temporary replacement device while his primary device is actively engaged under care for service, repairs, maintenance and diagnosis at our Authorized Service and Repair Center location by our Retail Store technician Furthermore, Sprint advised Mr [redacted] that we are unable to substantiate the results of any diagnostic review or ticket created by our local Authorized Service and Repair Center location with respect to his iPhone Gold 64GB device associated with phone number ending in ***We advised Mr [redacted] that in order to provide any resolution we would require him to visit the local Authorized Service and Repair Center location for assistanceHowever, we did advise him that they will not have the inventory to support the provision of a temporary replacement device while his primary device is actively engaged under care for service, repairs, maintenance and diagnosis by our Retail Store technicianMr [redacted] expressed his understanding of the information and advised he would visit the local Authorized Sprint Service and Repair Center locationAdditionally, we urged him to maintain the undersigned’s available hours and contact information, should the Service and Repair Center location need to contact the undersigned with any further questions that may arise while assisting Mr*** We appreciate Mr [redacted] taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersP***se be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] H Executive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced supplemental inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention once more According to the information provided in Ms***’s inquiry, she advises that she upgraded two phones on her account; however, was never advised that the phones were purchased through our Lease Program She is requesting Sprint review this matterDuring our discussion with Ms [redacted] on April 17, 2017, we confirmed that she upgraded the devices for her wireless lines ending [redacted] and [redacted] on her account on October 1, 2016, via Sprint’s Installment Billing Agreements (IBA’s) We also confirmed that she accepted our IBA option on October 1, 2016, and that she confirmed her agreements of the monthly payments by her signature on fileMs [redacted] stated that she understood and that the matter is resolved to her satisfaction We regret any inconvenience that Ms [redacted] experienced in this matter If she needs further assistance, I can be contacted by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 10, To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] submitted on April 18, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our Customer Care group while attempting to resolve her account concernsMs [redacted] stated that the end-user on her account visited a Sprint retail store to upgrade their device; however, the device was activated on the incorrect phone lineMs [redacted] further stated that Total Equipment Protection (TEP) plan was added to her account without her authorizationMs [redacted] further expressed her dissatisfaction with her account being assessed a $Premium Data charge on each phone lineMs [redacted] requested that Sprint review this matter, waive the Activation Fees and remove $Premium Data charges from her account We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review Sprint reviewed Ms***’s complaintAccording to our records, on April 11, 2016, the end-user associated with phone number ending in [redacted] upgraded the device via Sprint Lease programHowever, the device was inadvertently activated on phone number ending in ***Ms [redacted] contacted Sprint to report the issue and on the April 13, 2016, the device was reactivated on phone number ending in *** Further, our records show on April 11, 2016, the Total Equipment Protection (TEP) plan was added to phone number ending in [redacted] and ***On April 14, 2016, Ms [redacted] contacted Sprint and requested to have the Total Equipment Protection (TEP) plan removed on phone numbers ending in [redacted] and ***As such, the above plan was removed We spoke with Ms [redacted] on May 4, 2016, and discussed her account concernsDuring our call, we advised Ms [redacted] that the $Premium Data charge is assessed to all phone lines that are associated with a smartphone device and is standard industry practiceWe also confirmed that she was not assessed any recent Activation FeesTo provide closure for this matter, we agreed to apply one-time service credit for $to her accountMs [redacted] expressed her satisfaction with our resolution If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am accepting it but I am not completely satisfied as the plan amount that it was supposed to drop down to is no longer being offered ($60.00) but this is a matter I will mull over and make a decision once my contract expires with themRegards, [redacted]

January 25, 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 Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to cancel her Sprint account and with the level of customer service provided by our representatives during her attempts to address this issue Ms [redacted] requested that we cancel the remaining tablet and remove any additional billing associated We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and any delay that may incurred related to her cancellation request Our records reflect that Ms [redacted] contacted our Customer Care department on November 5, 2016, and requested to cancel her services; however, only one line was canceled and the tablet associated with (xxx) xxx-***, remained active until December 2, We spoke with Ms [redacted] on January 17, 2017, and explained the information outlined above We confirmed that the account was canceled on December 2, and that we applied credit to the account to offset the balance of $ Thereafter, the canceled account now reflects a zero balance owed We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives Please be assured that this experience is not indicative of the level of service we expect from our employees and that the feedback she provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience these matters may have caused Ms [redacted] and the loss of her business If we can be of further assistance related to these concerns, 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, LaDonna [redacted] Executive Services Analyst

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] disputed an unpaid balance that was referred to a third-party collection agency for payment As a result, she requested to have the unpaid balance removed from her credit report During our conversation with Ms [redacted] on July 26, 2017, we explained that our records reflect that she activated new Sprint service on July 11, Our records further reflect that she accepted new two-year service agreements on phone numbers ending in [redacted] and [redacted] on May 25, In exchange for the service agreements, she received discounted equipment pricing Additionally, our records reflect that her account was cancelled on June 13, 2013, due to non-payment As a result, her account was billed the previous balance owed, plus Early Termination Fees since her services were cancelled prior to the agreement satisfaction date of May 24, Based upon our research, we were unable to determine any billing errors and sustain that the reported balance is valid As per her request, we mailed copies of her June to September invoices for her review to the address on file, and she should receive them within three to five business days We requested that Ms [redacted] contact Enhanced Recovery Corporation, the third-party collections agency at ###-###-#### to discuss payment options We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Boost Mobile Inquiry 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 customer’s concerns to our attention According to the information provided, Mr [redacted] stated that he was enrolled in the Boost Mobile Premier program, which allows customers an additional days to make their monthly payment without interruption of services He explained that he contacted the Boost Mobile Customer Care department to confirm the final day he could make his payment and was advised May 10, 2017; however, his services were suspended on April 27, Mr [redacted] called Boost Mobile Customer Care again and was advised that he was no longer enrolled in the program Mr [redacted] requested a credit for one month of service charges or some type of compensation due to the inconvenience this matter caused him We regret any inconvenience Mr [redacted] may have experienced as a result of his attempts to resolve his Boost Mobile Premier Program concerns During our discussion with Mr [redacted] on May 4, 2017, we advised that as a courtesy, we would credit his Boost Mobile account in the amount of $to offset his monthly service charge for the month of May Mr [redacted] accepted the creditIn addition, our records reflect that Mr [redacted] has been re-enrolled into the Boost Mobile Premier program, which will be effective with his next bill cycle on June 10, On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has questions regarding this matter, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst