Sprint Corporation

August 16, 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] has requested clarification regarding Sprint’s unlocking policies regarding the iPhone 6s device purchased and activated on Sprint’s network She stated that after she made her final payment for the device she requested to have it unlocked immediately and was advised that we were experiencing difficulties unlocking the device During our conversation with Ms [redacted] on August 12, 2016, we informed her that unlocking a device is a general term that refers to one or more types of device unlocking Master Subsidy Lock (MSL) unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the Subscriber Identity Module (SIM) slot of your device to allow you to insert another carrier’s SIM card (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 sprint.com/unlock Sprint will unlock a device under the following circumstances: · Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options · The associated account is in good standing · The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlockedWe confirmed that Ms [redacted] ’s iPhone 6s device associated with phone number ending in is eligible for SIM unlocking Ms [redacted] made a payment to satisfy the balance owed on her account on June 3, 2016, and the SIM unlock information was transmitted to the device in question on August 8, We apologize for the delay in unlocking the device and Ms [redacted] can be assured that we will address any customer service opportunitiesWe appreciate Ms [redacted] ’s taking the time to provide us with her feedback regarding our customer service representatives 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 reviewWe regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, you can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tobias T.Executive Services Analyst

Tell us why hereApril 27, Revdex.comWard Parkway, Suite 401Kansas 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences during his attempts to obtain reimbursement for three devices from his previous service provider that he surrendered to us when he activated services with us in January 2017, advising that he terminated his Sprint services within our 30-day satisfaction guarantee period but that we have not yet reimbursed for those devices as promised Mr [redacted] requested that we promptly provide that $reimbursement and additional compensation for the time he has spent We the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred regarding reimbursement for Mr [redacted] ’s surrendered equipmentOur records reflect that he activated his service with us on January 4, 2017, and terminated those services on February 2, Our records further reflect that credits totaling $were applied to his Sprint account on February 3, 2017, for the three devices that he surrendered to us, pursuant to the terms of the promotional offer in place when he initially activated services with us Because Mr [redacted] terminated his Sprint services prior to the satisfaction of the financing agreements associated with his Sprint equipment, we accelerated the pay-off balances for those agreements pending the return of those devices to our possession As a result of those accelerated charges and other account billing, his account reflected a balance due of $2, However, as a result of his taking that action within our satisfaction guarantee timeframe, we applied credits to offset those charges in fullAs outlined in the terms of our referenced promotion, devices from other carriers surrendered to Sprint to qualify for our promotions become the property of Sprint As such, those devices cannot be returned to customers, and any credits applied toward them are non-refundable, as those credits were applied toward Sprint services in good faith of a continued business relationship Therefore, although Mr [redacted] ’s closed Sprint account reflected a credit balance of $700, the termination of his services led to a reversal of that credit balance, leaving his account in closed status with zero balance, and no refund is warranted During our conversation with Mr [redacted] on April 18, 2017, we explained the information detailed above He reiterated his request that we provide the noted refund or return his surrendered devices to him We again advised him that, pursuant to the terms of the promotion and our Terms and Conditions of Services, we are unable to honor his request Based on additional information Mr [redacted] provided, we agreed to further review his request with our executive management team and contact him again with a few days Unfortunately, our attempt to follow up with Mr [redacted] on April 26, 2017, was unsuccessful We are unable to identify any error on the part of Sprint in this matter and we are unable to provide the requested refund However, we can provide replacement devices of a similar model to him as a demonstration of our commitment to excellenceIn order to accept that offer, we invited Mr [redacted] to contact us directly within days from the date of this response We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Mr [redacted] and the loss of his business However, we look forward to speaking with him if he would like to accept our offer noted above within the specified timeframe As such, if he would like to do so, we invite Mr [redacted] to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

February 14, 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: Sprint is in receipt of the above-referenced complaint of Mr [redacted] Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states he contacted us to inquire about his contract end dates for his four lines of service He would like to shop around and add a fifth line to his account He indicates he believes he was offered a device upgrade for free and was transferred several times resulting in five hours spent on the phone between various departments We spoke with Mr [redacted] on February 3, 2017, and discussed his customer service experience He indicated he was offered four free iPhone SE devices with a two-year service agreement He later was advised that due to his plan, he would be assessed a $Phone Subsidy Charge with his current plan We explained the device purchase option via lease or installment billing may be a better option Also, as of January 22, 2017, we no longer offer two-year subsidized device pricing We provided Mr [redacted] with equipment pricing options via lease and installment He can also review our website for current service plans and device pricing that is available We also provided Mr [redacted] with our office contact information should he like to further discuss device and service plan options To date, we have not received a call back We appreciate Mr [redacted] taking time to provide details of his 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 inconvenience Mr [redacted] may have experienced as a result of this matter and value his feedback 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

May 12, 2016To Whom It May Concern:Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Mr [redacted] states that at the time he purchased two devices via Lease Agreements, he was told that he would receive a $per month discount on the monthly lease charge for each device; however he has not received it He also states that he received accessories for these device and was told that they were free; however, he later realized that he was billed monthly installments for the accessories Mr [redacted] asks that we resolve his concerns.We have reviewed Mr***’s account and find that because he is on a legacy service plan, he receives a $per month Loyalty Service Credit on each line of service that is on an active Leasing Agreement This discount will continue through the term of the Leasing Agreements as long as he remains on this plan Should Mr [redacted] change service plan prior to the fulfillment of the Leasing Agreements, the $per month Loyalty Service Credits will be removed.Through our review, we also determined that a valid Retail Installment Agreement for several accessories was processed on May 26, 2015, requiring monthly payments of $ The Retail Installment Agreement is now closed, as the balance has been paid in full Our records do not indicate that there was a discount associated with this agreementWe spoke with Mr [redacted] on May 10, 2016, and explained that he is receiving two $Loyalty Service Credits that are associated with his service plan and Leasing Agreements Mr [redacted] confirmed that he is aware of these discount We further explained that there is no discount associated with the Retail Installment Agreement However, because of any misinformation that may have been provided at the point of sale, and as a gesture of goodwill, we applied adjustments totaling $to Mr***’s account This credit fully reimburses the amount paid towards the Retail Installment Agreement for the accessories Mr [redacted] confirmed that he is satisfied with this resolutionIf Mr [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time.Sincerely, [redacted] *.Executive Services Analyst

July 11, 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: Sprint is in receipt of the above-referenced inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing his concerns to our attention In his complaint, Mr [redacted] states that although he ported his wireless numbers to Sprint in October 2016, and provided the store personnel with a copy of his previous carrier’s final bill, he has yet to receive reimbursement for the cancelation fees assessed by and paid to his previous wireless carrier He requests that the reward card be processed immediately and without any further action on his part, and that his account be credited for the buyback value of a device relinquished at the point of sale Finally, Mr [redacted] states that he is experiencing poor coverage at and around his home calling area We spoke with Mr [redacted] on June 14, 2017, regarding the aforementioned concerns and extended an apology for the length of time it has taken to resolve these matters As we explained to Mr [redacted] , a copy of his previous carrier’s final bill that details the cancelation fee assessed for each line is required in order for us to process the prepaid reward card To that end, we requested that Mr [redacted] mail a copy of his final bill that reflects these specific charges directly to our office; however, to date, we do not show receipt of that information and our subsequent follow up attempts to reach him have been unsuccessful In an attempt to bring about final resolution, we offered to apply an account credit equal to the cancelation fees he was assessed by his prior carrier in the amount of $167, in lieu of the prepaid reward card This offer will be available to Mr [redacted] for the next days (If the offer is accepted and the application of the credit leaves a credit balance, the credit balance is non-refundable and will be applied only towards service charges He would still be required to remit a payment each month towards his equipment Installment Billing Agreement.) If Mr [redacted] would still prefer to receive the prepaid reward card, the final bill documentation from his prior carrier will have to be provided as required under the terms of the Contract Buyout promotional offer To address Mr [redacted] ’s device buyback concern, we applied a credit totaling $ to his account today, which is the buyback value of the device he relinquished to us at the point of sale In addition, a network ticket was opened on June to address Mr [redacted] ’s coverage issues Our network team attempted to reach him via his home telephone number, as requested, on June 15, 16, 22, and 28, 2017, without success We regret that his network experience is falling short of his expectations and want to work with him to ensure that we have addressed all outstanding issues If his coverage issues persist, we request that Mr [redacted] follow up with our office at his earliest convenience We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our retail and Customer Care departments, as we are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced and appreciate his business In the event that additional assistance is needed, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea B Executive Services Analyst

February 19, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention In his follinquiry, Mr [redacted] stated that he does not agree with the equipment charges that were billed on his account Further, he stated that although he tradhis devices to his new carrier he would like for us to cease further collection, credit the balance on his account and remove any negative remarks from his credit report During our previous conversation with Mr [redacted] we advised him that we would be willing to waive the equipment charges if he returned the undamaged devices previously active on his account to SprintMr [redacted] advised us at that time, that the devices were no longer in his possession and we informed him that we must respectfully decline his request to apply a credit on his account as the charges are valid Additionally, we advised Mr [redacted] that he could contact Source Recovery Management the third-party collection agency assigned to his account at [redacted] to negotiate the balance on his account While it is our goal to arrive at an amicable resolution to all of our customer’s concerns, we regret that we have been unable to do so in this case Although we have confirmed that the balance on Mr***’s account is valid, it is apparent that Mr [redacted] considers the resolution to this matter unsatisfactory We regret any inconvenience this matter may have caused Mr*** If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-extension I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

February 9, 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: Sprint is in receipt of the above-referenced inquiry of Ms [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, Ms [redacted] states that her number was ported from Sprint to another mobile carrier without her authorization She further states that she wanted to port her mobile number back to Sprint, but she was denied Lastly, she states that she was offered two free tablets that she does not want and wants to cancel the tablet lines of service without being assessed cancelation charges As a result, Ms [redacted] is requesting assistance with these issues We regret any possible misunderstanding that may have occurred regarding these issuesDuring our discussion with Ms***, she stated that she was at another mobile provider inquiring about their services when her number was ported from Sprint We informed her that we regret that this incident occurred, however that action was not the result of a Sprint error We also informed her that the information she was provided by our Customer Care representatives is correct, which is that the balance on her account must be brought current before she can port back to Sprint Additionally, we informed her that we can send return kits to the confirmed address on file to facilitate the return of the tablets for the lines of service ending in [redacted] and ***, and upon receipt of the equipment in our warehouse in good condition, we will credit the applicable Early Termination Fees All other charges on the account are considered valid, as Ms [redacted] lost a device that has an associated lease charge, and all other lines of service with applicable lease charges are considered validTherefore, should the lines of service cancel due to nonpayment, the cancelation fees are applicable Ms [redacted] understood and stated that her current mobile carrier will pay the cancelation fees We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concerns Should there be any additional questions or concerns with this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

August 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] , Jr Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , Jr We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to cancel his Sprint account He stated that he terminated services and returned his Sprint devices to the point of sale within our 14-day return period and was promised that he would not be responsible for any charges assessed while his account was active Mr [redacted] requested that we remove any improper charges and close his account We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes 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 Customers can return their device(s) to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for device(s) and a $restocking fee for notebook(s), netbook(s) or tablet(s) However, if the device is returned in its original unopened package, no restocking fee is charged If the customer’s 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 Customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on the account through the deactivation date Please also note that premium content charges, overage for minute and data charges, roaming charges, and applicable long distance and/or International charges will be billed on the customer’s final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers Additional information can be viewed on our website at [redacted] Our records reflect that Mr [redacted] established his account with us at one of our retail locations on January 28, 2016, for two lines of service and a tablet Our records reflect that Mr [redacted] agreed to purchase the two lines of service and tablet through 24-month installment agreements In addition, Mr [redacted] purchased accessories through a 12-month installment agreement On February 2, 2016, Mr [redacted] returned equipment for the two lines of service, the tablet and accessories to cancel the installment agreements and his account Regrettably, mobile number xxx-xxx- [redacted] did not cancel correctly and continued to bill monthly charges through February 17, During our discussion with Mr [redacted] on July 27, 2016, the information outlined above was explained to him We advised him as the account was not cancelled within the first days of our Satisfaction Guarantee Policy, the outstanding balance of $reflected Activation Fees and monthly recurring charges through February 17, Mr [redacted] reiterated that when he returned the equipment to the original point of sale, he was advised that he would not be responsible for any charges We advised Mr [redacted] that our review of the account reflected usage of our network for mobile number xxx-xxx- [redacted] between January and February 2, 2016, including total minutes of voice calls, texts, and 1.84GB of data usage In an effort to demonstrate our commitment to excellence, we applied credits totaling $to offset the three Activation Fees that were assessed and monthly recurring charges that billed from February through February 17, We advised Mr [redacted] that a balance of $remained for valid usage and charges between January and February 2, Upon his request we forwarded a copy of the invoice reflecting the usage to Mr [redacted] ’s billing address on July 31, 2016, with a request for payment to be remitted by no later than August 20, We regret any inconvenience this matter may have caused and regret the loss of Mr [redacted] ’s business If we can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] WExecutive 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:SPRINT DELIVERED ME A PHONE THAT DOESNT WORK AGAIN! NOW THEY WONT SEND ME ANOTHER PHONE ! WE SWITCHED THE PHONE TO AT&T! SPRINT SAY'S THEY CHANGED THEIR RULES ON RETURNS AND ITS UP TO ME NOW TO DO ALL THE LEG WORK TO TRY TO GET A PHONE THAT WORKS! I'M SO SORRY I SWITCHED !! Regards, Bill W***

June 2, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she was informed she would be required to return her current device before upgrading to a new device although she has one installment payment remaining She attempted to escalate her concern to no avail She has requested to discuss this matter with someone We appreciate Ms***’s taking the time to provide us with the details of her customer service experience We attempted to contact Ms [redacted] by telephone and e-mail on May and June 1, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful 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 prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account While records reflect that her issue was resolved on May 24, 2017, we invite Ms [redacted] to contact our office if her issue remains unresolved If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

February 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] disputed the balance due reflected on his closed Sprint account He requested that his invoice be reviewed because it is higher than normal We regret any misunderstanding that may have occurred regarding Mr***’ noted concerns Our records reflect that Mr [redacted] selected our Minute & Message Value Plan in November This service plan included voice minutes as well as text messages The plan also billed $per minute for overage Mr***’ billing for service dates December 15, 2016, through January 14, 2017, shows minutes in overage As a result, he was billed accordingly We contacted Mr [redacted] on February 9, and advised that we have reviewed the calls made during his bill cycle and find no anomaly or error in his billing We offered to send Mr [redacted] detailed copies of his billing to his address on file However, he declined our offer and continued to dispute the billing We deem that all charges are valid and as a result, we respectfully decline Mr***’ request to remove any of the overage charges assessed While it is our goal to amicably resolve all matters brought to our attention, we regret that we were unable to do so in this situation However, we believe that we have fully addressed Mr***’ reported concerns We appreciate Mr***’ taking time to provide details of his 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 customer feedback and that his concerns have been forwarded to the appropriate managerial teams for further review On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr*** If we can be of further assistance related to these concerns, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Analyst

May 19, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received while trying to resolve a device issue Mr [redacted] stated he purchased the LG device and the device locks up and reboots on its own He said he found out it is a known manufacturer defect and that Sprint is aware of the issue and still leased him the device Mr [redacted] said Sprint should be the one repairing the device and not him as he did not cause the damage Mr [redacted] is requesting that we replace the device and provide compensation for the inconvenience Our records reflect that on May 6, 2017, Mr [redacted] LG device was replaced with a Samsung SDuring our discussion with Mr [redacted] on May 16, 2017, Mr [redacted] confirmed his issue has been resolved We appreciate Mr [redacted] for taking the time to provide us with his experiences with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Mr [redacted] ’s issueIf we can be of further assistance with this matter, Mr [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst Tell us why here

April 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she was dissatisfied with her billing on her Sprint account and billing for a returned device As a result, she is requesting that Sprint review her account concerns and that her account be adjusted for the disputed amount We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes After completing a review of Ms***’s Sprint account for equipment charges and services utilized, we were unable to identify any billing errors During our conversation with Ms [redacted] on March 29, 2017, we advised her that the additional amount reflected on her account was for the returned lease device, our records further show that a credit was applied to offset those charges Although no credit is due, in an attempt to amicably resolve her concerns we offered Ms [redacted] a onetime $courtesy credit to her accountShe has accepted this offer and verified that it resolves her inquiry We regret any inconvenience that these matters may have caused Ms*** If I can be of further assistance, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

***, We reviewed this one Ms [redacted] advised that she requested that we switch her plan to the $Unlimited Freedom Plan as shown in the LifeMart employee discount program newsletter she forwarded She further stated that she received confirmation that the $Unlimited Freedom Plan will go into effect in 1-billing cycles Therefore, she went ahead to activate a 5th line Upon contacting our customer service department, she was informed that the $Unlimited Freedom Plan had expiredSubsequent attempts were made to review available price plan options and recommend the best plan compatible with the service agreement on her devicesOur analyst [redacted] Rhas not had the opportunity to advise her of the savings on her current 40GB family shared pack compared to Unlimited Freedom Plan as this service plan will charge an additional $subsidized phone charge on three of her lines of service due to those purchasing discounted devices To answer your questions: Ms [redacted] received an e-mail from LifeMart (Employee Discount Program), and not from Sprint directly The advertisement offered our Sprint Unlimited Talk, Text and Data- Get lines for $ The advertisement was not made with the knowledge of her specific account details, and the disclaimers on the e-mail do advise that promotions are subject to change and referring her to the company for offer details/complaintsTherefore, when her account was reviewed, she was advised that she was not qualified due to the Terms & Conditions of the service agreement on her existing devices that will be assessed $subsidized phone chargeIn regards to an e-mail from Sprint, it was an e-mail advising her that she requested a discount (employee discount program), and she had to provide documentation as an employee/student/member of a Sprint affiliated company or organization This was not a guarantee that she qualified for a discount and those are not valid on already discounted plansLet me know if you have additional questions or concerns Maria GOlmosSenior Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In Ms***’s rebuttal, she reiterated her dispute of her outstanding Sprint account balance, advising that information we sent to her was misleading However, as we previously informed Ms***, and as outlined in our June 5, 2017, response to her initial filing related to this matter, we confirmed that the name of charges included in automated notifications sent to Ms [redacted] on March and April 7, 2017, had been inadvertently transposed, reversing her installment balance amounts with the Purchase Price Option amounts We also ensured that a repair was completed to prevent such issues going forward In addition, although the amounts were transposed in the message, they were not transposed on Ms***’s account To be clear, Ms***’s account was only assessed Purchase Price Option amounts of $and $176, respectively, plus tax, and credits for those charges were correctly applied to her account on April 28, Ms***’s invoiced charges are consistent with the lease agreements that she entered, and the current disputed account balance is correct and valid In her initial filing and her rebuttal Ms [redacted] suggested that she would have received a benefit from selling her referenced devices elsewhere instead of returning them to us We again respectfully note that leased devices remain the property of Sprint and that Ms [redacted] had not paid the device balances in an effort to gain ownership As a result, we respectfully declined Ms***’s credit requests We spoke with Ms [redacted] again on June 22, 2017, and reiterated the details outlined above We also assured her once more that the outstanding balance reflected on her account is validHowever, based on additional information she provided, we agreed to review the matter further and to follow up with her within the next few days As a result of our review, and as a demonstration of our commitment to excellence, we applied credits totaling $to Ms***’s Sprint account to offset the disputed equipment charges in full, leaving her account in closed status with a $balance That credit and her adjusted balance should reflect on her next invoiceDuring our follconversation with her on June 26, 2017, we provided the updated information, and she indicated her satisfaction with our resolution We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Wednesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX4197, [redacted] Sprint Account XXXXX5990, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate you once again bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she transferred her lines of service from a personal account to a business account Ms [redacted] stated that she found out that we were unable to transfer the associated leases from the personal to her business account Ms [redacted] stated that she paid the lease cancelation and device purchase charges; however, this caused her to lose the Lease One Get One promotion that she received when she originally obtained her devices During our conversation with Ms***, we confirmed that the lease cancelation and device purchase charges to own the devices that were associated to her personal account have been paid in full and that her personal account is closed with a zero balance Although, no credit is due, we offered to apply a one-time courtesy credit of $to her business account in lieu of the Lease One Get One promotionMs [redacted] accepted our offer Please note that account credits do not apply toward equipment charges Therefore, regardless of the balance, customers are required to pay the equipment lease charges each month We appreciate Ms [redacted] taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If I may be of further assistance with this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala CExecutive Services Analyst

January 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’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from our representatives during her unsuccessful attempts to upgrade her handset She cited that she satisfied her two-year device lease; however, we have declined to upgrade her handset Ms [redacted] requested that we provide a free handset due to our not honoring the terms of her contractual agreement We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s equipment upgrade Our Marketing department works diligently to ensure that our website and marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for customers to upgrade devices On January invoice statements, customers were notified that, effective March 1, 2015, our upgrade policy changed As of that date, customers can purchase discounted devices with an annual term agreement after months since last device purchase, but lease or Easy Pay options may be available sooner Customers’ accounts must be in good standing and without any past-due, unpaid balances in order to upgrade equipment Further information related to our equipment upgrade options are available on our website at www.sprint.com/upgrade During our conversation with Ms [redacted] on January 23, 2017, we reviewed the above information Because we were unable to identify any billing error, we respectfully declined Ms [redacted] ’s free device upgrade request However, we offered one-time service credits totaling $100, to offset a portion of her monthly service charges, as a demonstration of our commitment to excellence and due to any possible misinformation she may have received related to her equipment upgrade options Ms [redacted] accepted our offer, and we applied the credits to her account as agreed Ms [redacted] confirmed that her issues have been addressed to her satisfaction Additionally, our records reflect that Ms [redacted] cancelled her tablet line of service, telephone number ending in ***, on January 25, 2017, and upgraded telephone number ending in [redacted] on January 30, 2017, when she accepted a new lease agreement, [redacted] If we can be of further assistance with these issues, 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, Lori KExecutive Services Analyst

May 12, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our third party authorized dealer representatives while trying to resolve his price plan issue Mr [redacted] stated that he was told by the retail representative on December 24, when he purchased two devices and two hotspot, his monthly bill will be $However, his bill totaled $260.54, and not $he was quotedMr [redacted] is requesting that we honor the $he was quoted retroactively or his service with no cancellation fees Our record reflects that Mr [redacted] ’s plan was changed from Everything Data share 1,minutes to 40GB high speed data share plan for $per month during an upgrade on December 24, Unfortunately, he was put on the wrong plan for $instead of $We were able to change his plan to the 40GB data share plan for $effective May 22, We also applied a $lump-sum credit to offset the $difference in price plan for four monthsDuring our May 12, 2017, conversation with Mr [redacted] , the information was explained to himHe thanked us for our help We appreciate Mr [redacted] for taking time to provide details of his experience with our third party retail care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Mr [redacted] ’s issue is resolvedIf we can be of further assistance with this matter, Mr [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst Tell us why here

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] - [redacted] in response to our June 7, 2017, response to her original inquiry We appreciate your assistance in again bringing our customers’ concern to our attention According to the follow up complaint received, Ms [redacted] - [redacted] stated that she paid $for accessories and $for activation fees at her local third-party retail locationHowever, the response she received indicates that she paid $for the accessories and would not reflect on her Sprint invoice Additionally, she expressed her dissatisfaction with the level of service she received at her local third-party Sprint Retail location and stated that her concerns were not addressed As a result, she is requesting the Sprint review these matters and address her concerns During our conversation with Ms [redacted] - [redacted] on June 5, 2017, we explained that our records reflect that she paid $for accessories at the point of sale and that payment would not reflect on her Sprint account as it was paid to our Third- Party store We regret any miscommunication regarding the amount that she paid for the accessories and activation fees Additionally, we explained that 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 start when the device is activated) 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 Sprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process Our records reflect that Ms [redacted] - [redacted] cancelled the services on all five phone lines on her account on March 11, 2017, within the 14-day Sprint Satisfaction Guarantee period Our records further reflect that she returned two of the devices, and she received credits to remove the cancellation charges associated with those two devices and to remove the monthly service charges on her March and April invoices However, since she did not return the three iPhone devices, her account was assessed the lease cancellation charges associated with those devices as stated in her lease agreement and has be forwarded to a third-party collection agency for payment We sustain that the charges are valid and respectfully decline her request to credit the charges billed In addition, we explained that since she cancelled her account within the 14-day Sprint Satisfaction Guarantee period, the account is not eligible for the Contract Buyout offer, as per the term of the offer and we respectfully decline her request to reimburse her for the $she paid to her previous wireless service provider We attempted to contact Ms [redacted] - [redacted] again on July 3, and 6, 2017, via telephone and email Unfortunately, we have been unable to reach her, and she has not turned our callsWe look forward to speaking with Ms [redacted] - [redacted] and encourage her to contact us regarding any concerns she may continue to have with the account We appreciate Ms [redacted] - [redacted] for taking the time to provide us with her feedback regarding her experience with our third-party retail location 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] - [redacted] may have experienced as a result of these matters If Ms [redacted] - [redacted] has any additional questions, she can contact me by calling this department toll-free at ###-###-#### I am available Monday through Friday between 8:a.mand 4:30p.m., Central Time Sincerely, [redacted] F [redacted] FExecutive Services Analyst

January 12, 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: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information in her inquiry, Ms [redacted] stated that she filed a warranty claim on her LG device with LG in October 2016, and they have not returned her device As a result, she is requesting that we provide her with a replacement device All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Because Ms [redacted] does not subscribe to TEP, since she was experiencing a problem with her device she had the option to visit her local Sprint service and repair center for diagnostic testing At that time, if her device was determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she would have been advised that she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device had expired, or she did not want to send the device to the manufacturer, Ms [redacted] has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $up to $200, depending on the diagnosis If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device During our discussion with Ms [redacted] , we apologized for any inconvenience she may have experienced as a result of this issue At that time, we advised Ms [redacted] that we have contacted LG on her behalf and they have agreed to send her an LG Gdevice We appreciate Ms [redacted] ’s taking the time to provide us with the details of her concerns Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We are continually seeking ways to improve the quality of service provided to our customers If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst