Sprint Corporation

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she wanted to terminate her service during the days Satisfaction Guarantee period due to coverage issues She stated that her devices were in roaming anywhere outside her home address As a result, she requested to terminate her service without additional charges Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products You can return your device to the point of sale within that time period for a full refund (day of the days starts the day after activation) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the sameBased on the service address provided; our records show that Ms [redacted] was impacted due to her address being outside of Sprint coverageFurther, due to her identified coverage issue, our records reflect that on May 22, 2017, 2017, Ms***’ she was allowed to terminate her service by following the Terms and Conditions of the Installment Agreement at www.sprint.com/easypayWe spoke to Ms [redacted] on May 31, 2017, and provided her the information above She confirmed that her cancellation request has been honored, and the services were terminated on May 26, 2017, except for phone number ending 0322, on which a port-out was being processed She was informed that her final bill would generate when service termination was completed on all the subscriptions Ms [redacted] confirmed her concerns resolvedWe regret any inconvenience this matter may have caused Ms*** If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension *** I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] D [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] D*** We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s inquiry, she expressed her dissatisfaction with our requiring at least percent of her past-due account balance in order to assist with payment arrangements and avoiding service suspension for non-payment We regret any possible misunderstanding that may have occurred related to our ability to honor Ms***’s requested payment arrangements We realize that situations may arise that prevent customers from remitting payment by the due date, and Sprint can assist with payment arrangements, if available However, not all payment arrangement requests can be honored, and accepted arrangements may not necessarily ensure that services will not be suspended We contacted Ms [redacted] on June 27, 2017, and confirmed that she successfully established a payment arrangement on June 11, 2017, and that her services are active We further explained that, if she is unable to meet the terms of that arrangement or needs to alter it in any way, she should contact our Customer Finance Services team at ###-###-#### That team is available Monday through Friday from a.mto p.m., Saturday a.mto p.m., and Sunday a.mto p.m., Central Time During our conversation with her, Ms [redacted] brought up other account concerns unrelated to this inquiry We are pleased that we were able to fully address those issues with her, as well, and that she indicated her satisfaction with our responses We appreciate Ms***’s taking time to provide details of her experience with our Customer Care and Consumer Finance Services representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We believe that Ms***’s reported concerns have been fully addressed However, if this issue remains unresolved, or if she would like to discuss this matter further, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Wednesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

May 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxx [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 the information provided, Ms [redacted] expressed her dissatisfaction with our not having informed her of the registration requirement to receive reimbursement for device cancellation charges in relation to our Switch to Sprint promotion and with our assessing a $device non-return fee Ms [redacted] requested that we provide payment of her final charges assessed by her previous provider as offered in our promotion and that the equipment fee be removed from her Sprint account We regret any possible misunderstanding that may have occurred related to the described Switch to Sprint promotion Customers who port their number(s) from a qualified competing carrier and activate a new line of Sprint service with a qualified device and rate plan are eligible to receive reimbursement of up to $per line for associated Early Termination Fees or equipment pay-off charges assessed by that competing carrier via a combination of device buyback credits to their Sprint accounts and a prepaid reward card Customers are required to register for the promotion online, to upload proof of charge(s) to be reimbursed, and turn in to Sprint the device(s) associated with the ported line(s) at the time they switch services to Sprint Additional qualifications and terms apply and are available on our website at www.sprint.com/joinsprint We further regret any possible miscommunication that may have occurred related to Ms [redacted] ’s referenced equipment billing We identified that the disputed charge is due to the non-return of equipment involved in a device exchange managed by our Total Equipment Protection (TEP) vendor, Asurion TEP provides Sprint customers with a cost-efficient way to protect their devices against loss, damage, and wear and tear not covered under the provisions of the limited one-year manufacturer’s warranty Our records reflect that Ms [redacted] filed a device replacement claim with Asurion on March 1, 2017, and her device was replaced However, because Asurion has not received the damaged device associated with that claim, the value of her replacement equipment was assessed to her account, pursuant to the terms of her TEP coverage Our records reflect that Ms [redacted] previously escalated these concerns to our department under separate cover and that, on May 18, 2017, we brought her reported issues to resolution At that time, although we were unable to identify a Sprint error in these matters, we assisted with her late registration for the referenced promotion and processed prepaid reward cars totaling $to be sent to her at her address of record In addition, we sent prepaid shipping materials to her to facilitate the return of her damaged device so that the disputed equipment charge could be credited During our May 26, 2017, conversation with Ms [redacted] , we confirmed that her reward cards were received and that her returned device had been processed into our inventory As a result, we applied credits totaling $to her account to offset the equipment non-return fee Ms [redacted] confirmed her satisfaction with our resolution We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these issues, she can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on March 15, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s complaint, she states that she upgraded lines ending in [redacted] and [redacted] in May 2016, with the expectation to receive a $loyalty lease credit off of both of the lines on the accountShe states that she is getting the credit on the [redacted] line, but it has never been credited on the line ending in ***Ms [redacted] is requesting that the credit be applied to the account for $credit per month retroactively or she have the ability to purchase the device outright and fulfill the remainder of her agreement We spoke with Ms [redacted] on March and 28, 2017, regarding her disputeWe confirmed that she qualifies for the $loyalty lease creditAs a means to an amicable resolution and to bring closure to this concern, a lump sum service credit in the amount of $was appliedThe current balance due on the account is $Ms [redacted] expressed satisfaction with the actions taken We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

April 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on March 27, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s complaint, she states she upgraded line ending in [redacted] with a two-year Subscriber AgreementShe is now being billed a $Subsidized Phone Charge (SPC) on the line while on the 20GB Share Pack service plan planAt this time, Ms [redacted] is requesting that the SPC charge be removed from her account and credit be applied for the charges that have already been paid We spoke with Ms [redacted] on April 10, 2017, in regard to her account concernsShe advised that she was not available to discuss her concerns and would contact our office back at her convenience Regrettably, we have not received a call from her since that time Upon our preliminary review, we confirmed that Ms [redacted] is being billed per the terms of her service plan As a result, we were unable to identify a Sprint billing error However, we look forward to hearing back form Ms [redacted] so that we can address any outstanding account concerns If we may be of further assistance regarding this matter, Ms [redacted] can reach us by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Sunday, Monday, Tuesday, and Wednesday between 9:a.mand 10:p.m., Central TimeSincerely, LaToya [redacted] Executive Analyst

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, Wallace [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by MrWallace [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding a Samsung Jdevice purchased and activated on Sprint’s network Mr [redacted] has indicated that he would like the device unlocked or a refund of its purchase priceUnlocking a device 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 the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a 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 unlocking may be found at www.sprint.com/unlockSprint 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 The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’s Samsung Jdevice associated with phone number ending [redacted] is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on September 19, We appreciate Mr [redacted] ’s business and regret any inconvenience this matter may have caused him If he has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

July 12, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed an equipment charge recently assessed to her Sprint account, advising that the retail transaction corresponding with that charge was terminated prior to completion She requested that charge be removed from her account because it is invalid We regret any inconvenience Ms [redacted] may have experienced due to the referenced charge to her account We identified that the referenced $amount was assessed as a result of her existing lease agreement being canceled during the referenced retail transaction on June 13, 2017, when she was attempting to exchange her leased device However, when she elected not to complete that transaction, our representatives were systematically unable to resume her lease, causing the disputed billing Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June and July and 10, 2017, to discuss her reported concerns were unsuccessful We also sent a letter to her at her address on file on July 2017, acknowledging our receipt of her inquiry and inviting her to contact us for assistance To date, we have received no response from her Although we were unable to speak with Ms***, we confirmed that her lease agreement was restored on June 15, 2017, and that the disputed charge was credited from her account accordingly As such, we believe that the matter has been fully addressed We regret any inconvenience this matter may have caused Ms*** We trust that her reported concern has been fully resolved; however, if this issue remains unresolved, or if she would like to discuss the issue in further detail, we invite Ms [redacted] to contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R 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]As of today, the issue has not been fixedMs [redacted] has been p helpful in the situation, but until I have a new phone with the correct billing and pricing, I consider this an open issue Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] M [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] , and we appreciate the opportunity to address her concerns Based on the information provided in the inquiry, Ms [redacted] states that unauthorized phone lines were added to her account, and phones were ordered, which resulted in additional charges being added to her account She advises that she was unable to resolve her concerns after contacting our Customer Service Department, and could not reach our Fraud Department As a result, she is requesting that we cancel these lines, and remove the charges We completed our investigation and confirmed that fraudulent activity occurred on Ms [redacted] ’s account Accordingly, these lines have been canceled, and all necessary adjustments have been applied to negate the charges associated with them We confirmed that Ms [redacted] also updated her account security information We appreciate having had the opportunity to assist in resolving Ms [redacted] ’s account concerns We value her as a customer and look forward to a long and positive business relationship with her We regret any inconvenience Ms [redacted] may have experienced trying to resolve her concernsIf 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, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

February 9, Better Business Bureau Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com Case # [redacted] , *** [redacted] Sprint Account # xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry, submitted by [redacted] submitted on January 31, We appreciate your assistance in bringing our customers' concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the monthly recurring charges reflected on his account According to Mr [redacted] , he was unable to cancel his services prior to his billing cycle end date In addition, Mr [redacted] s’s indicated that he encountered an unfavorable customer service experience while attempting to resolve his account concerns Mr [redacted] s requested Sprint review this matter cancel his account and prorate his monthly recurring charges Sprint has reviewed Mr [redacted] ’s complaintPlease note that Sprint advertises and provides services in monthly increments If services are terminated before the end of the Mr [redacted] ’s billing cycle, we do not prorate monthly recurring charges, nor do we provide refunds or credits for any unused minutes in their service planMr [redacted] contacted our Customer Care group on January 28, 2017, to cancel his services and his account was scheduled to expire on January 31, 2017, prior to the last day of his billing cycle end date of February 8, We regret any miscommunication that may have occurred regarding this matterThis information is provided in our Terms and Conditions of Services located at www.sprint.com Please note that the final monthly recurring charges assessed to Mr [redacted] ’s January invoice is validTherefore, Sprint must respectfully deny Mr [redacted] ‘s request to apply an adjustments applicable to his former Sprint account Mr [redacted] has a balance in the amount of $167.73; therefore, we ask that Mr [redacted] remits a payment in the amount of $ to avoid any further collections activity We spoke to Mr [redacted] on February 7, 2017, to discuss this matter and relayed the aforementioned information to him Please note that Mr [redacted] expressed his satisfaction with the explanation and that this matter was satisfactorily resolved Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that these matters may have caused as we attempted to resolve Mr [redacted] issues We apologize for any inconvenience Mr [redacted] may have experienced while he attempted to resolve this matterIf I may be of further assistance, Mr [redacted] may reach me directly by calling ###-###-####, ext***, Monday through Friday, between 8:a.mand 5:p.m., Eastern Time Sincerely, /s/ Vanessa M Vanessa M Executive Services Analyst

January 17, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint We appreciate you bringing our customers’ concerns to our attention According to the rebuttal received, Mr [redacted] continues to dispute his current balance Mr [redacted] states that he has not been provided adjustments for service due to Hurricane Irma, and continues to seek a promotional gift card he states that he was to receive at the time of activation and return kits to send back his current equipment 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 website 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 Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his account As previously stated, Sprint has no higher priority as our customers However, we cannot be responsible for things beyond our control For example, for example, weather-related phenomena, fire, earthquake, hurricane, etc Our Disaster Recovery Teams worked hard to restore service as quickly as possible in impacted areas Sprint proactively waived call, text and data overage fees through September 8, 2017, for customers that were impacted by Hurricane Harvey According to our records, a review was completed on the tower’s performance closest to Mr [redacted] ’s address on file and determined a proper estimate of service credit Our review of the performance of the tower in his area has improved to expectations As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract Buyout Eligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included Customer is responsible for paying their previous provider As stated in the Switch to Sprint Terms and Conditions, turned in phones cannot be returned Our records indicate Mr [redacted] has not completed his registration submission prior to canceling his Sprint service As a courtesy, we previously agreed to honor Mr [redacted] ’s request and facilitated sending a return kit for the phones to be sent back in good, working condition along with agreeing to review the switching fees incurred from his former carrier’s billing invoice and assessing the amount due in prepaid gift cards We contacted Mr [redacted] on January 9, 11, 14, and 16, 2018, to further address the aforementioned information Due to Mr [redacted] stating he has not received the return kits, we have emailed a postage paid UPS label with tracking number 1ZE38Won January 9, Additionally, we have again requested Mr [redacted] to forward a copy of his final bill with his previous carrier that imposed equipment and/or cancelation fees for porting his numbers to Sprint As a courtesy, we will extend this offer through January 26, We regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

Tell us why here...June 19, Kansas City Revdex.com Ward Pkwy, 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 Mr [redacted] submitted on June 16, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s follfiling expressed his dissatisfaction with the level of Customer Service he received from our Customer Care group while addressing his concern regarding the inability to use his device while traveling internationally in CanadaMr [redacted] stated the settlement does not justify his time or efforts addressing this matter According to our records, on May 26, 2017, Mr [redacted] contacted our Customer Care group regarding international travel to CanadaAt the time, our Customer Care group confirmed international services were added to phone lines ending in [redacted] and [redacted] and provided details regarding international chargesIn addition, our Customer Care group offered to give Mr [redacted] a call back to confirm his devices had access to international services; however, he declined the offerOn May 27, 2017, Mr [redacted] contacted our Customer Care group regarding the inability to use his devices on phone lines ending in [redacted] and [redacted] while traveling internationallyAt that time, our Customer Care group applied a credit of $to his account for the inconvenience and service issues We contacted Mr [redacted] on June 7, 2017, and declined his request to upgrade the devices associated with phone lines ending in [redacted] and [redacted] at no costIn addition, we offered Mr [redacted] a one-time courtesy credit of $Mr [redacted] accepted the offerWe followed up with Mr [redacted] on June 19, 2017, and informed him that our decision remains the same Sprint appreciates Mr***’s business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that a credit or waiver of the service agreement is warranted for this matter We appreciate Mr [redacted] for taking time to provide details of his 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 will utilize this input to improve our training and processes We apologize for any inconvenience this matter may have caused Mr***If Mr [redacted] has any questions concerning the issue discussed herein, he can contact me by calling the Executive & Regulatory Services Department toll-free ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive and Regulatory Analyst

May 2, Revdex.com of Greater Kansas 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she referred a new account to switch to Sprint, and was promised a $American Express reward card for each of themHowever, after multiple requests the reward cards have not been received As a result, she is requesting to receive the $American Express reward cards as promised 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 effort to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers or deviated from the formal and approved published device and/or service pan pricing As stated in the Sprint Referral Reward Program, Sprint encourages our current customer to refer new accounts to Sprint Both the Referrer and the new customer will receive an American Express Reward Card for each new line of service Both Referrer and Referee must register on www.sprint.com/referral within days of the new account activation in order to receive their reward card During our conversation with Ms [redacted] , an authorized user on Mr [redacted] account on May 1, 2017, we explained that upon reviewing Mr [redacted] ’s and her referee’s accounts, our records reflect that the information on the referrer registration did not match the referee’s Therefore, the registration was deniedAdditionally, we advised Ms [redacted] that the referral promotion the subscriptions were eligible for expired on January 15, However, since we value their business and in an effort to bring about an amicable resolution to this matter, we offered and she accepted to apply an account concession credit in the amount of $to both accounts and the credits will reflect on their May invoices We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our retail store representative We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these matters If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R 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:I have indeed tried to return their calls and even spoke to the evening shift because the case worker assigned to this continues to get my name wrong(I have the voicemails) and she is never there and I seem to always get their voicemails I would be glad to forward their voicemails...some are rather incoherent and then of course they address me by the wrong name Regards, Yvette H [redacted]

June 22, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that her device is not functioning properly as she is experiencing issues with the device overheating, freezing, data connectivity issues, and the screen being damaged As a result, she is requesting that Sprint send her another device at no cost Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concerns All new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her noted line of service If the problem with her device 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] 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***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $250, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep During our discussion with Ms [redacted] on June 22, 2017, we outlined the aforementioned device service and repair options Although we were unable to identify a Sprint error regarding this matter, in an effort to reach an amicable resolution, and as a goodwill gesture, we agreed to apply an account credit for one-half of the noted deductible should Ms [redacted] file a claim in the next days Ms [redacted] stated that she understood our offer; however, she stated that she will just continue to use the device in its current condition at this time We appreciate Ms [redacted] for taking time to provide details of her experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, or if Ms [redacted] would like to accept our offer, she can contact us by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

February 28, 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 [redacted] submitted on February 13, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction regarding her outstanding balance of $and the inability to receive a return kit, upon the cancellation of her Sprint accountMs [redacted] stated that she had an unfavorable customer service experience while attempting to resolve this matter Ms [redacted] requested that Sprint review this matter and adjust her account accordingly to reflect a zero balance and issue her a refund for the return of her equipment Sprint has reviewed Ms***’s complaintOur records reflect that on December 30, 2016, Ms [redacted] activated a Sprint account with phone ending in line ending ***At that time, she purchased a device via Sprint’s Leasing programHowever, on January 4, 2017, Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider within our 30-Day Satisfaction Guarantee periodConsequently, Ms***’s account was assessed a Lease Device Purchase Amount charge of $plus applicable taxes as reflected on the February 2, invoice Sprint is committed to providing world-class customer service, effective March 25, 2016, Sprint is offering a 30-day Sprint Satisfaction Guarantee return period Customers have days to utilize Sprint service without being liable for services and device charges.The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase price or down payment, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned to the original point of saleFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailersFor further information please visit www.sprint.com/returns Our records further indicate in February 11, 2017, Ms [redacted] contacted our Customer Care group on multiple occasions to report that the original return kit was sent to the incorrect addressAs a result, our Customer Care group sent additional return kits to the address providedFurthermore, we have confirmed that an adjustment of $plus applicable taxes was applied to her account in February 2017, to offset the disputed charges We spoke with Ms [redacted] on February 15, 2017, to discuss her concerns and relayed the above informationDuring that call, Ms [redacted] advised that she [redacted] return the device to Sprint’s Returns warehouse As such, we advised her upon receipt of the device at our Returns warehouse we would approve and process a refund of $to her financial institution for the payment she remitted at the time of activationMs [redacted] confirmed that her account concerns were resolved to her satisfaction We are continually seeking ways to improve the quality of service provided to our customers Our representatives are required to attend extensive training classes before being released to answer calls from our customers Additionally, calls are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

February 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account [redacted] , [redacted] Sprint Case [redacted] Dear MsRoss: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to dispute the balance due reflected on his Sprint account, citing that we have billed him for services that have not worked properly for three years We regret any possible misunderstanding that may have occurred related to the disputed account balance reflected on Mr***’s Sprint account, as well as any unresolved concerns that may exist related to his Sprint servicesHowever, we have been unable to identify any service or billing anomalies associated with his accountIn addition, our records reflect that Mr [redacted] upgraded the devices associated with his three lines of service in December using our two-year leasing option but that, on September 21, 2015, Mr [redacted] ported his mobile numbers from Sprint to another carrier, thereby canceling his Sprint service and lease agreementsSubsequently, we assessed $1,to his Sprint account for the applicable lease cancellation fees and accelerated lease pay-off balances During our February 10, 2016, discussion with Mr***, we explained the information detailed aboveWe also confirmed that, after speaking with representatives of our Customer Care department on September 27, 2015, Mr [redacted] returned his three devices to a local Sprint store on September 30, 2015, where Buyback credits of $were applied to his account, toward his unpaid past-due balance Based on the information detailed above, we informed Mr [redacted] that we are unable to identify any error on the part of Sprint in this matterHowever, as a demonstration of our commitment to excellence, and because we validated that his leased devices were returned to us, we applied credits totaling $1,for the remaining device charges and balance reflected on his accountAs a result, his account has been finalized with a zero balanceMr [redacted] expressed his satisfaction with this resolution We regret any inconvenience these matters may have causedIf we can be of any further assistance with these concerns, or if Mr [redacted] has any additional concerns, he can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Sean J

June 20, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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 Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed charges assessed to her Sprint account through October 2016, advising that she terminated services with us in May She also disputed our sending information related to those charges reflecting on her credit report due to our not providing a final invoice Ms [redacted] requested that we settle this matter and remove the noted credit reporting We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’ Sprint billing and the status of her account balance We attempted to contact Ms [redacted] by telephone and e-mail on June and 9, 2017, to discuss her reported issues in detail Although she sent an e-mail response to us on June 9, 2017, in which she advised that she would call us on June 12, 2017, we have not had the opportunity to speak with her We then attempted to contact Ms [redacted] again on June 19, 2017, and sent a letter to her at her address of record on June 20, 2017, again inviting her to contact us for assistance Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Based on the information outlined above and the nature of Ms [redacted] ’ inquiry, we must first speak with Ms [redacted] and have her provide us with her account security information before we can discuss the details of her account or assist her with her reported billing dispute We regret any inconvenience these matters may have caused Ms [redacted] We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so If Ms [redacted] ’ issues remain unresolved, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

July 21, 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that last year, she took advantage of a Buy One Get One free promotional offer for an iPhone She stated that after approximately two months, she discovered that she was being charged for two devices She stated that she contacted our Customer Care department and spoke with a supervisor who assured her that the issue would be resolved She stated she received a lump sum credit equal to the cost of one of the phones; however, she is still being billed for two iPhone devices each month As a result, she is requesting that she is only billed for one iPhone 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 Ms [redacted] purchased two iPhone devices on installment billing agreements for the numbers ending in [redacted] and [redacted] on May 21, A lump sum credit in the amount of $was applied to her account on May 18, 2017, to offset the remainder of the cost of one of the iPhone devices The service credit is used towards future monthly service charges and not the equipment charges We spoke to Ms [redacted] on July 11, 2017, and provided her with the above-referenced information She stated that the only resolution she would accept is for one of the installment billing agreements to be cancelled We advised her that we would review her request and contact her back After further review, the decision was made to cancel one of the installment billing agreements as Ms [redacted] requested However, we attempted to contact her back so she can advise us which installment billing agreement she would like for us to cancel, and we have been unsuccessful in reaching her and she has not returned our calls We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms*** If I can be of further assistance with this matter, or to accept our offer within the next days, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free number at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

June 28, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] C [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] C [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that on March 27, 2017, she contacted Sprint and cancelled her four lines of service and remitted a payment totaling $to satisfy her account balanceHowever, Ms [redacted] stated that Sprint only cancelled three lines of service, and cancelled her fourth line of service in April She further stated that due to Sprint’s cancellation error, her account was charged an additional $129.06, which was reflected on her April invoice and was forwarded to an outside collections agencyTherefore, Ms [redacted] has requested for Sprint to apply an adjustment totaling $129.06, to offset the current account balance, cease all collections efforts and respond Sprint has reviewed Ms [redacted] ’s complaint and our records reflect that on February 27, 2017, Sprint received and processed two port-out requests associated with phone numbers ending in [redacted] and ***Then, on March 3, 2017, Ms [redacted] contacted Sprint to cancel phone numbers ending in [redacted] and ***Since phone number ending in [redacted] did not satisfy its two-year Service Agreement, upon her cancellation request, she was automatically billed a prorated $Early Termination Fee(ETF) We spoke with Ms [redacted] on June 23, 2017, and relayed the aforementioned information to herAdditionally, we confirmed with her that after review of her account concerns, Sprint was unable to identify any billing related errorsAlthough we sustain that the ETF is valid, in a final effort to reach an amicable resolution to her account concerns we offered to apply a one-time courtesy adjustment totaling $to her account to offset a portion of her April invoiceMs [redacted] agreedAs a result, her account is closed and reflects a balance due of $ We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst