Sprint Corporation

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

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

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

[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: As a "valued" customer with Sprint, I choose not to believe that the company thinks that it is acceptable to not apply all of the credit that is due to my account, solely based on a mistake that the company made in charging me for a device that they had in their possession for over five months It is ridiculous that nothing notified the company that they were improperly charging my account for that long I understand that the device is outside of the Returns Policy, but at this point that is none of my concern because that is not an issue of mine, but rather Sprint's; this is not a courtesy, it is rightfully due The information that was provided to me from [redacted] , is not the information that was provided to me on March 29, I was told that I would be refunded the amount that was wrongfully charged and the credit does not reflect the correct amount This is disheartening to me because my family has been with Sprint for over years, and when I became an adult, I decided to get my own plan with the company, but I totally regret that decision in how I have had to deal with this major inconvenience for over months, and have yet to be credited the right amount that was wrongfully charged Regards, [redacted]

***, 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

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

Executive & Regulatory Services POBox 169014, Irving, TX August 14, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account [redacted] , [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] requested that we unlock his iPhone device Unlocking 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.comSprint 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; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Mr***’s referenced device is eligible for SIM unlocking We spoke with Mr [redacted] on August 11, 2017, and he confirmed that his device was unlocked on July 26, If I can be of further assistance regarding this matter, Mr [redacted] can contact me 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 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

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

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

July 19, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com File# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint for [redacted] This complaint was served to Sprint on July 14, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from our Customer Care group while attempting to address his cancellation concerns Mr [redacted] stated that he attempted to cancel his tablet through Customer Care; however, he has been unsuccessfulTherefore, Mr [redacted] request that Sprint review this matter, and adjust his account accordingly Sprint has reviewed Mr [redacted] ’ complaintAccording to our records, Mr [redacted] activated phone line ending in [redacted] on a Samsung Tablet via our two-year Service Agreement scheduled to expire on May 20, For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditions Accordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms If you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees In addition, Mr [redacted] activated iPad Tablet on phone line [redacted] and an iPad Air [redacted] at full price at the point of saleWe spoke with Mr [redacted] on July 18, 2016, and relayed the aforementioned information to him Furthermore, we informed Mr [redacted] that his request to cancel phone line ***, [redacted] and [redacted] was cancelled effective July 18, Sprint applied a one-time adjustment of $to offset a portion of the monthly recurring charges as reflected on the July invoices Mr [redacted] has expressed his satisfaction with the resolution to his concerns We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] has any further questions or concerns regarding this matter, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Romualdo F Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and IF Sprint upholds their commitment to issue these credits in the future as described then that issue will be resolvedI also wait to see if the $line access fee credit will be applied to my account as indicated We'll see how things go next month.For the time being, I am satisfied with the resolution that has been offered Regards, [redacted] ***

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

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

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 26, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Mr***’s concern According to the information received, Mr [redacted] expressed his dissatisfaction with the outstanding balance reflected on his closed account and, as well as having the outstanding balance forwarded to an outside collections agency Mr [redacted] requested that Sprint review this matter and take the appropriate action Sprint has reviewed Mr***’s complaint Our records indicate that Mr [redacted] activated service on March 11, 2017, with one line of service and purchased a device via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased For additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records further indicate that Mr [redacted] ported-out his phone number ending in [redacted] to another wireless service provider on April 1, As a result, his account was assessed the remaining Installment Billing accelerated cancellation charges of $in accordance to the terms of his respective Installment Billing AgreementAs such, Mr***’s account remained closed with a total balance due of $This balance represent unpaid monthly recurring charges, Installment Billing accelerated cancellation charge, and applicable taxes as reflected on the April billing statement We have confirmed that Mr [redacted] remitted payments totaling $on May and of 2017, leaving his account closed with a zero balance As a result, Mr***’s account was removed from the outside collections agency on May 25, We spoke with Mr [redacted] on June 5, 2017, and relayed the above information to him During our call, Mr [redacted] stated that he was informed that his account would not be forwarded to an outside collections agency for the remaining balance on his account We informed Mr [redacted] that we realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available However, not all payment arrangement requests can be honored Furthermore, we applied an adjustment of $to his account for the time services were not active due to porting-out his phone number to another wireless service provider, prior to the end of his billing cycle, leaving his account closed with a credit balance of $ As a result, we approved and processed a refund for $to his credit on file We ask that Mr [redacted] follwith his financial institution within five business days from date of approvalMr [redacted] expressed his satisfaction with the resolution provided We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, ext., [redacted] Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

[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***

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

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

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 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