Sprint Corporation

Mr [redacted] ’s follfiling expressed his dissatisfaction with the previous response providedMr [redacted] further expressed his dissatisfaction with the lack of coverage he is receiving inside of his homeMr [redacted] stated that he is experiencing dropped calls, no service and unable to receive calls or text messages on phone lines ending in [redacted] and *** Mr [redacted] requested that Sprint review this matter and allow him to cancel the service on the aforementioned phone lines without further cost to him Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, we regret that the service in Mr [redacted] ’s local calling area has fallen short of his expectations We informed Mr [redacted] that we constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff empowered to make changes in this area Our records reflect that Mr [redacted] ’s work location is within Sprint’s “fair” coverage, which generally means that customers may experience coverage gaps in these areas and indoor coverage may be isolated to certain locations in a building We contacted Mr [redacted] on July 21, 2016, discussed his concerns in detail and relayed the aforementioned information to him In an effort to reach a satisfactory and mutually acceptable resolution, we offered to waive the future Lease cancellation charges associated with the existing Lease Agreements on phone lines ending in [redacted] and [redacted] contingent that he returns his undamaged devices to Sprint’s Returns WarehouseMr [redacted] accepted our resolution and confirmed he has no further issuesAs a result, we emailed Mr [redacted] a prepaid return label to the email address on file Please note that this offer is valid for a period of days from the date of this response

Tell us why hereApril 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the length of time taken to provide credit owed to her for equipment that she returned to us after terminating her Sprint services due to unresolved service concerns Ms [redacted] requested that we provide the equipment credit and remove any negative information related to this matter from her credit reporting We regret the circumstances that led to Ms [redacted] ’s decision to terminate her Sprint services, as well as any misunderstanding that may have occurred regarding the return of her referenced deviceUpon review of her account, we were unable to identify any billing error, and we confirmed that the disputed $Device Purchase Option amount was credited to her account when her equipment return was verified on March 12, 2017, leaving her account in closed status with a past-due balance of $ Due to the age of that unpaid debt, her account information was referred to an outside agency for collection on June 15, During our conversation with Ms [redacted] on April 5, 2017, we explained the details outlined aboveWe further advised her that, regrettably, we are unable to remove negative information related to this matter from her credit reporting because the debt is valid At her request, we forwarded copies of her MONTH to MONTH 201X invoices to her for review at no cost to the address on file We regret any inconvenience these issues may have caused Ms [redacted] and the loss of her business If we can be of further assistance with these matters, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Two months ago, Sprint promised me and changed my plan around for the three lines for only $for unlimited everythingThey did not mention there was going to be $surcharges on each lineI contacted Revdex.com and I had someone from the Sprint executive office tell me that they gave me a credit and they couldn't fix my plan back to what I originally had, so we agreed to do $per line on the acct for unlimited everythingWell, I received a bill today for $424.09, they have totally messed up my billing and my planI have no idea what is going on, I want to cancel all my lines and leave sprint without any penaltiesSprint PCS continuously had not been trustworthy and I am fed up with themPlease help get my plan in order or not charge me any fees for switching to another carrierRefund the total monthly bill and fix all my billingAlso, don't want to deal with sprint anymoreI want out of the contract for all three linesI don't want to get charged any early trimination fees either Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While some of the facts are not clearly stated and seem more as my issue rather than some accountability from sprint I'm am ready to close and move forward Regards, [redacted] ***

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 22, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s follfiling expressed his dissatisfaction with the outstanding balance indicated on his May 20, 2017, billing statement upon the cancellation of his servicesMr [redacted] ’s requested that Sprint review this matter and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] ’s complaintUpon activation of service on April 16, 2015, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges, equipment purchase and all other applicable fees and charges Furthermore, we were able to locate signed copies of his electronic service agreement, Installment Billing Agreement and Lease Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her monthly recurring access charges We confirmed on May 2, 2017, that our Customer Care group applied an adjustment of $to Mr***’s account for his connectivity issues and network and billing concerns due to experiencing network related issues in his home service areaSubsequently, Mr [redacted] ported-out phone lines ending in ***, ***, ***, and [redacted] to another wireless service provider on May 5, As a result, his account was assessed Lease/Installment Billing accelerated cancellation charges totaling $2,721.93, as reflected on Mr [redacted] ’s May 20, 2017, billing statementPlease be advised that charges are assessed to his account are valid and no credits are warranted We spoke to Mr [redacted] on May 25, 2017, and reiterated the aforementioned information and resolution to himWe advised Mr [redacted] that on May 16, 2017, we received a payment of $2,to offset the charges reflected on his May 20, invoice, leaving his account closed with a zero balanceAt that time, Mr [redacted] acknowledged the information and resolution provided to him and did not have any further concerns We appreciate Mr [redacted] taking the time to provide us with the details of his experience with Sprint’s Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern TimeSincerely, /s/ Regina SExecutive Services Analyst

June 22, 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 supplemental inquiry submitted by Ms [redacted] We appreciate the opportunity to address her concerns In Ms [redacted] ’ follow up filing, she indicates she is still experiencing device issues As a result, she is requesting assistance with this matter All new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her line of service associated with phone number ending *** If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month periodMs [redacted] can also take her device into an Apple location If the problem with Ms [redacted] device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $250, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep We contacted Ms [redacted] via phone and email on June 19, and 21, 2017; however, we were unable to discuss the issue brought forth in the complaint Please note that we previously discussed her device issue via email At that time, we suggested Ms [redacted] take her device into a Sprint authorized repair location or an Apple Store for device testing A certified technician will diagnose her deviceFrom there, it will be repaired or replaced under the warranty terms We regret any inconvenience that Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, she can contact me toll-free at ###-###-####, ext*** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

October 26, 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 reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that each month there were discrepancies regarding the charges on her account due to incorrect taxes being billed and unexplained charges and creditsAs a result of this issue, she canceled her service by porting to another mobile service provider, and she is requesting that her lease be canceled without cancelation fees, and she is requesting a refund for overage charges We regret any misunderstanding that may have occurred regarding this matterWe communicated with Ms [redacted] on October 21, 2016, regarding this matter and during our discussion, she stated that she was disputing the $balance due on the accountWe explained to her that the October 14, 2016, invoice actually reflects a $credit balance with no balance due Also, Ms***’ indication of taxes being billed incorrectly is the result of an address for one of her phone lines reflecting residence in Maryville, Washington, while the account address reflects residence in Woodstock, ILThe address was changed July 21, 2016, which resolved this matter Upon account review, we were unable to substantiate her claims of specific unexplained charges and credits being assessed in error Since the date of our discussion on October 21, 2016, we confirmed that the $credit balance was refunded to Ms [redacted] on October 24, 2016, resulting in a $pending balance due We further confirmed that Ms [redacted] canceled her service eight days into the new billing cycle and per our process, there is no proration at the time of cancelation However, to bring closure to this matter, we applied credits totaling $to her account, effective today, to negate the balanceThis credit will reflect on her next invoice resulting in a zero balance due and resulting in her account being closed in good standing We regret Ms***’ decision to cancel her service, and we regret any difficulty that she may have experienced while attempting to resolve her billing concernsShould there be any additional concerns regarding this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , Sprint has contacted me and resolved the issue Regards, [redacted] ***

Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to her rebuttal, Ms [redacted] stated that she returned our contact attempts In addition she stated that she was advised she would receive a refund check for the returned devicesHowever, she never received the refund checkMs [redacted] requested that Sprint review these matters and send her refund via priority mail We spoke with Ms [redacted] on August25, 2017, to discuss her concern in detail However, she was unable authenticate the account Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requestedTherefore, we were unable to discuss the details of her account concerns Ms [redacted] will contact us she is able to authenticate the account We look forward to working with Ms [redacted] to address her specific account concerns

February 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above reference inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing his billing concerns to our attention According to the information provided, Mr [redacted] states that when he contacted Sprint customer service department to inquire about cancelling the service on his account, he believed that with the return of his device, he would not be billed any lease cancellation charges He has since received a bill for additional charges As a result, he is requesting that Sprint credit the lease cancellation charges since he returned the device We regret any possible miscommunication Mr [redacted] may have received regarding this matter During our discussion with Mr [redacted] on February 28, 2017, we explained that in our effort to provide clear communication about our features and pricing, Sprint publishes an overview of the programs, and our retail brochures, displays, partner stores, and web site, www.sprint.com, have not deviated from the published information Sprint launched Sprint Leasing, a Lease Agreement, which 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 12, or (Not all devices eligible for or months) monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint leasing and, at the time of purchase, the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/lease We confirmed that Mr [redacted] established service with Sprint for wireless telephone ending [redacted] on September 21, We also confirmed that he accepted our lease option on September 2, 2016, and that he confirmed his agreement of the monthly payments by his signature on file When he ported his number to another service provider on December 6, 2016, he was billed $for the Lease Cancellation Charge These are valid charges and payable to Sprint Although Sprint has been unable to determine an error, in an effort to resolve and bring closure to this matter, we applied a credit for the disputed Lease Cancellation Charges since Mr [redacted] returned his equipmentAs a result, his account has been finalized with a zero balanceMr [redacted] expressed his satisfaction with this resolution If we can be of further assistance regarding this matter, he can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

April 18, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX*** Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Mr [redacted] states we were offering a promotion to waive the activation fee with a new phone purchase; however, he was assessed the fee He also stated we are charging him for an equipment protection plan that he did not request As a result, he is requesting a credit for the activation fee and the equipment protection plan We reviewed Mr [redacted] ’s account and confirmed phone number ending [redacted] purchased a new device on March 6, As reflected on his invoice dated March 30, 2017, the $activation fee was waived as he was eligible for the promotion Mr [redacted] ’s phone number ending was added to his account on February 13, 2016, and Total Equipment Protection (TEP) was added the same day per our account records Mr [redacted] ’s invoices have reflected this charge each month To resolve the matter, we canceled TEP per his request on April 12, As a result, at this time, his three lines of service do not subscribe to TEP.If Ms [redacted] needs further assistance regarding the above issue, I can be reached by calling the 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, Ann H.Executive Services Analyst

September 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Sprint is in receipt of the complaint of Ms [redacted] submitted on August 16, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the difficulties she encountered when she attempted to receive a refund for payments remitted on her account after she cancelled serviceMs [redacted] further expressed her dissatisfaction with not being able to activate a new line of service with the iPhone Buy One Get One Free offerMs [redacted] requested that Sprint review these matters Sprint has reviewed Ms***’s complaintAccording to our records on August 5, 2016, Ms***a activated an iPhone 6s device associated with phone number ending in (enter last 4) via Sprint LeaseEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit [redacted] Our records further indicate the aforementioned phone number was cancelled on August 13, We confirmed that on August and of 2016, she received a total refund of $to the credit card originally utilized for the purchase of her device In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at [redacted] have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We regret any misunderstanding that may have occurred related to the promotion noted in Ms***’s inquiryPlease note the specifics regarding the iPhone 6s BOGO promotional offer, effective May 20, 2016, and for a limited time, customers can upgrade one of their existing lines of service with a higher memory configuration iPhone 6s or iPhone 6s Plus devices (either 64GB or 128GB) and add an additional line of service, with a promotional credit offsetting either the monthly installment billing charge or monthly lease charge of a new iPhone 6s or iPhone 6s Plus with a 16GB memory configuration For new customers, the promotion requires the activation of two lines of service, with either an iPhone 6s or 6s Plus device with a higher memory configuration of either 64GB or 128GB, and the second line activated with a ‘free’ device, either an iPhone 6s or 6s Plus, with a 16GB memory configurationA second line for a mobile broadband device, like the iPad Mini Ms [redacted] mentioned in her filing, is not an eligible purchase for the BOGO promotionSince Ms [redacted] wishes to activate a single line of service, she is regrettably not eligible for the BOGO promotional offer We spoke with Ms [redacted] on August 17, 2016, discussed her concerns in detail and relayed the aforementioned information to herDuring that call, she stated that wish to activate a new iPhone 6s Plus device on a new Sprint account under her name, without the required down paymentWe explained that if a down payment is required at the time of the purchase we would be unable to waive that specific feeHowever, we agreed to apply an adjustment to her account if a down payment is applicableMs [redacted] confirmed her understanding with the information provided to herShould Ms [redacted] require further assistance with this matter, we urge her to account the undersigned directly at the phone number noted belowWe sincerely regret any inconvenience this matter may have caused Ms*** If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention We apologize for any inconvenience this matter may have caused According to Ms [redacted] ’s complaint, her May invoice did not reflect the correct balance She also stated that she was still having issues with two of her phones and requested they be replaced We spoke with Ms [redacted] on May 25, 2017, she stated that her billing issues have been resolved, but the device issues remained All of our devices come with a limited one-year manufacturer’s warranty Because Ms [redacted] does not subscribe to Total Equipment Protection option (TEP), if she is experiencing a problem with her device, she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect and is still within the limited one-year manufacturer warranty period, 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 Sprint does not reimburse the customer for the time that they are without service, nor do we provide loaner devices to customers Because Ms [redacted] does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect and is still within the limited one-year manufacturer warranty period, 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 Because Ms [redacted] does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect and is still within the limited one-year manufacturer warranty period, 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 We regret that Ms [redacted] remains dissatisfied with our position, but after discussing her issues with the Executive & Regulatory Services team, we are confident that her issue has been fully addressed Consequently, all further inquiries regarding this matter will be met with the same response If she has any further questions regarding this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Analyst

April 25, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that her invoice has fluctuated since she activated service in November As a result, she is requesting that we honor the quote she received at the point of sale In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our conversation with Ms [redacted] on April 11, 2017, we apologized for any misinformation she may have received as a result of this issue Further, we advised her that our records reflect that she is receiving two monthly credits of $to offset the cost of her two Samsung Jdevices We informed her what portion of her invoice the credit is reflected and that it applies to her account on the 14th of every month We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

May 18, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] on behalf of [redacted] Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 1, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with a balance of $being transferred to her Sprint account upon portia line of service from [redacted] to Sprint as indicated on the February billing statementAs a result, her services were suspended due to nonpayment of the account balance Furthermore, she stated that she had an unfavorable customer service experience while attempting to resolve this matterMs[redacted] requested that Sprint review this matter and credit her account accordingly Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on May 4, 2017, to further discuss her concerns During that conversation, we advised Ms [redacted] that we would investigate her concerns and follwith her accordingly Our records indicate that on February 8, 2017, Ms [redacted] portphone number ending in [redacted] from [redacted] to Sprint At the time, the referenced phone number ported-in, [redacted] transferred the remaining account balance of $to Ms [redacted] ’s Sprint account as indicated in the February billing statement To further research Ms [redacted] ’s concerns, we engaged the third-party retail store’s management team for further assistance As a result of the investigation, we have confirmed that a member of the third-party retail store’s management team contacted Ms [redacted] to further discuss and resolve her concerns To provide closure for this matter, they agreed to apply a partial credit of $to her account to offset portion of the billing charges in questionThis credit will appear on the May billing statementPlease note that the remaining balance due is valid and no additional credits are due for this matter Further research on the account shows that Ms [redacted] requested a payment arrangement for the account on [redacted] 17, 2017, in the amount of $742.78, which was scheduled for processing on [redacted] 24, However, the payment was not submitted in a timely manner; as a result, her account was suspended on [redacted] 24, Thereafter, the services were restored on [redacted] 27, 201, after receiving the payment of $ Since our initial conversation, we have followwith Ms [redacted] May 16, 2017, to relay the above information and resolution to herMs [redacted] expressed understanding of the resolution provided and advised that she has no further concerns at this time We appreciate Ms [redacted] for taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory 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 find that this resolution is satisfactory to me I'm pleased this issue has been resolved within days of filing my original complaintMy sincere thanks to the hard working individuals at the Revdex.com who had made this possible Best, [redacted]

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] M [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] *** We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, Ms [redacted] states that a retail store representative advised her that she would be eligible to upgrade her phones at any time She also states that a retail store representative advised her that phone leases that were established for two phones could be cancelled at any time without an early cancellation charge She states that a Customer Care representative subsequently advised her that the above-referenced phones were eligible for an upgrade at the time that the associated leases expire And last, she states that a Customer Care representative advised her that an accelerated phone lease cancellation charge would be assessed should she cancel the leases prior to their expiration date As a result, she is requesting that this matter be reviewed During our discussions with Ms***, we confirmed with her that she signed two phone leases at a third party store on December 12, 2015, for two Galaxy Sdevices We also confirmed that the two phone leases reflected an expiration date of December 15, We further confirmed that Ms [redacted] returned the two Galaxy Sdevices to a Sprint corporate retail store on August 23, 2016, and upgraded the two lines of service to other model phones In conjunction with her return of the two Galaxy Sdevices to the corporate retail store and the coinciding cancellation of the associated phone leases, she also remitted the associated accelerated lease cancellation charges at the corporate retail store She then received the early phone upgrade eligibility in order to upgrade her phones Although the assessed lease charges are valid, in view of any possible misunderstanding, we advised her that as a gesture of goodwill, we will refund one-half of the accelerated cancellation charges that she remitted We advised her to allow up to business days for the refunds to be reflected on the applicable credit card accounts She stated that the matter was resolved We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our retail store representative We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback If further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] M [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] *** We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, Ms [redacted] states that a retail store representative advised her that she would be eligible to upgrade her phones at any time She also states that a retail store representative advised her that phone leases that were established for two phones could be cancelled at any time without an early cancellation charge She states that a Customer Care representative subsequently advised her that the above-referenced phones were eligible for an upgrade at the time that the associated leases expire And last, she states that a Customer Care representative advised her that an accelerated phone lease cancellation charge would be assessed should she cancel the leases prior to their expiration date As a result, she is requesting that this matter be reviewed During our discussions with Ms***, we confirmed with her that she signed two phone leases at a third party store on December 12, 2015, for two Galaxy Sdevices We also confirmed that the two phone leases reflected an expiration date of December 15, We further confirmed that Ms [redacted] returned the two Galaxy Sdevices to a Sprint corporate retail store on August 23, 2016, and upgraded the two lines of service to other model phones In conjunction with her return of the two Galaxy Sdevices to the corporate retail store and the coinciding cancellation of the associated phone leases, she also remitted the associated accelerated lease cancellation charges at the corporate retail store She then received the early phone upgrade eligibility in order to upgrade her phones Although the assessed lease charges are valid, in view of any possible misunderstanding, we advised her that as a gesture of goodwill, we will refund one-half of the accelerated cancellation charges that she remitted We advised her to allow up to business days for the refunds to be reflected on the applicable credit card accounts She stated that the matter was resolved We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our retail store representative We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback If further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Patricia SExecutive 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 Sprint, in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

December 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] reports that she turned in a lease device when she upgraded under our iPhone forever programShe was told via Sprint Chat that she would receive a $credit on her accountMs [redacted] states that she was told that she would not have to pay anything else for the current bill because the credit would cover the billShe has checked her bill and does not see the credit appliedAs a result, Ms [redacted] is requesting that the credit be applied to her bill We spoke with Ms [redacted] on December 15, We reviewed her account and the chat transcript that she sent usWe confirmed that the chat representative didn’t fully explain the charges and the credit that would be applied to the account Ms***’ account was charged $for cancellation of the lease for the line ending in *** When the device was received at our warehouse a credit was issued for the $chargeAs a result, no other credits are due to the accountMs [redacted] confirmed that these actions have resolved the concerns outlined in her inquiry We regret any inconvenience that Ms [redacted] may have experienced as a result of this issue If I may be of further assistance, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

May 2, 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 the information provided, Mr [redacted] states that he was offered lines of service for $per month and free devices at one of our Sprint Stores; however, he states he received a bill higher than the quoted amountMr [redacted] also states that per an offer presented at the store, he was also told he would receive a $Visa gift card and an $refund for a device exchange; however, he stated he has not received either As a result, Mr [redacted] is requesting that the outlined offers be honored or he be provided the opportunity to return the devices and be refunded for the upfront payments that were made We regret the circumstances that led to Mr [redacted] ’ filing of this complaint Our records reflect that Mr [redacted] is on our Unlimited Freedom promotional service plan for $for the first line, $for the second line, and lines to free with active enrollment in our AutoPay program, through March 31, The outlined pricing is contingent upon AutoPay enrollment, as it awards a $monthly discount per linePer our records, Mr [redacted] didn’t enroll in AutoPay until April 12, 2017; therefore, the aforementioned discount was not being awarded which resulted in Mr [redacted] ’ March invoice to be higher than what he was originally quotedWe also confirmed that the $refund for the device exchange is pending and is scheduled to be applied to Mr [redacted] ’ account within days And last, we confirmed that the noted $Visa gift card was approved and will also be issued per the terms of our Referral Rewards Program During our discussion with Ms [redacted] , Mr [redacted] ’ wife, on May 1, 2017, we outlined our aforementioned findingsMs [redacted] confirmed that Mr [redacted] ’ account concerns have been addressed and resolved We regret any inconvenience this matter may have caused Mrand Ms [redacted] , and we appreciate their continued business If we can be of further assistance, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst