Sprint Corporation

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with our not honoring the terms of a promotional offer extended to her by our representatives and with the length of time taken for us to correct that matter, advising that her monthly Sprint billing does not reflect what was quoted to her when she accepted the promotionMs [redacted] requested that the two devices be credited in full as promised We regret any possible misunderstanding that may have occurred related to our Ms***’s billing and the promotions offered to herOur records reflect that Ms***’s referenced interactions with our Telesales and order support representatives occurred on February 27, 2017, and that, at that time, we offered our Unlimited Freedom Plan with AutoPay and 24-month installment billing purchase agreements with $per month charges for two Samsung SEdge devicesOur records further reflect that, on that same date, Ms [redacted] inquired about a $10-per-month loyalty credit, advising that it was offered to her by a previous representative Regrettably, we have no record of that loyalty credit offer being extended to Ms***However, we identified that, during the above-noted interaction, our representatives also discussed with Ms [redacted] our $equipment credit promotional offer is available if she added a new line of serviceBecause she opted not to add a new line of service, Ms [redacted] did not qualify for that $equipment credit but that, instead, we extended an offer for a $service credit for two months, which Ms [redacted] accepted We further identified that, although the equipment offer outlined above included her acceptance of two Samsung SEdge devices, she actually chose one of those devices, with her second device being a Samsung Galaxy SBecause she did not meet the terms of the offer, her equipment installment billing charges are $per month through February 7, 2019, when the agreements are scheduled to be satisfied On April 20, 2017, Ms [redacted] contacted our Customer Care department to dispute her billingAt that time, our representatives applied a one-time $service credit to her account to offset an amount equivalent to the total value of one of her two equipment agreementsShe was also informed that the credit would not cancel the installment billing agreement but would apply toward service charges and that her account will continue to reflect charges for both of her equipment installment billing purchase agreements through February 7, During our May 3, 2017, conversation with Ms***, we attempted to explain the information outlined; however, we were unable to do so, as she advised that she was not satisfied with the resolutionBecause Ms [redacted] expressed her dissatisfaction, we forwarded her concerns to our executive management team for further reviewBased on that review, we believe that, while she may not agree with the resolution provided, we have fully addressed her reported concernsAs such, our position remains unchanged We appreciate Ms***’s taking time to provide details of her experience with our Telesales and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her inquiry to improve our sales and customer service training and processes We regret any frustration these matters may have caused Ms***If she has any additional questions regarding the action taken to resolve her concerns, or if she would like to discuss these issues in further detail, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Nicole [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsNicole [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 receive a refund owed to her for services she canceled within our 14-day Satisfaction Guarantee period She requested that we provide her refund We regret the circumstances that led to Ms [redacted] ’s decision to terminate her services with us, as well as any misunderstanding that may have occurred related to her Sprint billing Our records reflect that that Ms [redacted] established her Sprint account on July 8, 2017, but that she returned her referenced device to us and canceled those services on July 24, We also confirmed that credits totaling $were applied to her account on September 15, 2017, to offset incurred charges, leaving her account in closed status with a zero balance We spoke with Ms [redacted] on September 22, 2017, and explained the information outlined aboveMs [redacted] confirmed that she had already received her refund and that her concerns were resolved to her satisfaction We regret any inconvenience this matter may have caused, as well as the loss of Ms [redacted] ’s business If we can be of further assistance with this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

April 2, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXX***, [redacted] Sprint Case [redacted] Dear Ms [redacted] : We appreciate your assistance in bringing our customer’s concern to our attention In Ms [redacted] ’s complaint, she is requesting clarification of our “Cut Your Bill In Half” promotion Below is the information regarding this promotion and all of the requirements must be metThis information can be found at www.sprint.com Here's how it works:Show us your most recent bill Grab your Verizon or AT&T wireless billUpload a copy online and see how much you can save! Select shiny newSprint devices Get the hottest new devices with the iPhone for Life Plan, Sprint Lease or Sprint Easy PaySM Turn in your oldphone(s) Bring your Verizon or AT&T phone(s) to a Sprint storeOrdering online? We'll send a prepaid shipping kit to return [redacted] your phone(s) Bring yournumber(s) You’ll need to port a wireless number to Sprint for each phone you activate Sprint will pay whatever it costs for you to switch We will pay off your contract and whatever you owe on your phoneVia American Express® Reward Card after online registrationAll this, when you switch to Sprint and turn in your current phone Restrictions apply We have attempted to contact Mr [redacted] to discuss this matter in detail; however, we have been unable to speak with her directly If she has further questions or concerns regarding this matter, it will be necessary to speak with her We regret any inconvenience that this matter may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services Department at ###-###-#### or directly at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: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]

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

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] ***

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

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

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

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

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

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

[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] ***

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

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

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

[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]

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

November 16, Revdex.com [redacted] ** [redacted] 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] stated that he received confirmation of a recent phone order via e-mail However, he had not place an order for phones Although he acknowledges that the issue was resolved, he has requested assurance that his account will not incur charges associated with the equipment order, and that his account is secured to accept changes from himself only During our November 15, 2016, conversation with Mr***, we confirmed that the equipment order referenced in the order confirmation e-mail, was confirmed fraudulent by our Fraud Department However, the order was canceled and we have confirmed that there were no adverse affects to Mr***’s Sprint account and he confirmed with our office that there were no adverse affects to his credit card or banking account We appreciate Mr***’s taking the time to provide us with the details of his recent experience 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 Should you have any questions regarding this matter, please contact me 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 MTerrence MExecutive Services Analyst Tell us why here

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , *** [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productIn his complaint, Mr [redacted] indicated that he purchased a new Samsung Galaxy Sand it was broken upon purchaseHe indicated he sent the device to Samsung multiple times for repairs, recently received it back and it is currently not functioning properlyAs such, he requested a new replacement device and a refund for services During our conversation with Mr [redacted] on July 12, 2017, we informed him this complaint relates to the one-year manufacturer’s warranty for his Samsung Galaxy device, which is managed by the manufacturer, as outlined in our Terms and Conditions On behalf of Mr [redacted] , we requested that Samsung provide an update regarding the warranty concern brought forth On July 17, Mr [redacted] confirmed that Samsung offered to issue him a refund for the device As resolution to the complaint brought forth we applied a credit in the amount of $to cover two months service charges Mr [redacted] confirmed this matter has been fully resolved to his satisfaction On behalf of Sprint, I regret any inconvenience Mr [redacted] may have experienced as result of this matter If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time Sincerely, La Taushia LExecutive Services Analyst