Sprint Corporation

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

September 12, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , Cindy *** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of MsCindy *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she recently contacted our Customer Care group to inquire about the balance to terminate her current lease and installment billing agreement She stated that she received multiple quotes As a result, she is requesting that we provide her with the total cost to cancel her current lease and installment agreement so she can switch to a new service provider Effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At 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 device More information regarding the Lease program is available at our website, www.sprint.com/lease During our conversation with Ms***, we provided the aforementioned informationFurther, we advised her that, our records reflect that on February 18, 2016, she accepted a 24-month installment agreement on phone ending [redacted] for a Samsung Galaxy S She currently has payments remaining on the installment agreement and the remaining balance on the device is $ Additionally, on May 12, 2016, she accepted a 24-month lease agreement on phone ending in [redacted] for a Samsung Galaxy Sdevice She currently has lease payment remaining for a total of $plus taxes and surcharges Ms [redacted] has the option to return the undamaged device and only pay the remaining lease payments or keep the device and pay the remaining lease payments and the $End of Lease Purchase Price This information was provided to Ms [redacted] during the purchase processWe appreciate Ms***’ 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 reviewWe regret any inconvenience this matter may have caused If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely Tobias T.Executive Services Analyst

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

February 14, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states he contacted us to inquire about his contract end dates for his four lines of service He would like to shop around and add a fifth line to his account He indicates he believes he was offered a device upgrade for free and was transferred several times resulting in five hours spent on the phone between various departments We spoke with Mr [redacted] on February 3, 2017, and discussed his customer service experience He indicated he was offered four free iPhone SE devices with a two-year service agreement He later was advised that due to his plan, he would be assessed a $Phone Subsidy Charge with his current plan We explained the device purchase option via lease or installment billing may be a better option Also, as of January 22, 2017, we no longer offer two-year subsidized device pricing We provided Mr [redacted] with equipment pricing options via lease and installment He can also review our website for current service plans and device pricing that is available We also provided Mr [redacted] with our office contact information should he like to further discuss device and service plan options To date, we have not received a call back We appreciate Mr [redacted] taking time to provide details of his customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience Mr [redacted] may have experienced as a result of this matter and value his feedback If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] - [redacted] in response to our June 7, 2017, response to her original inquiry We appreciate your assistance in again bringing our customers’ concern to our attention According to the follow up complaint received, Ms [redacted] - [redacted] stated that she paid $for accessories and $for activation fees at her local third-party retail locationHowever, the response she received indicates that she paid $for the accessories and would not reflect on her Sprint invoice Additionally, she expressed her dissatisfaction with the level of service she received at her local third-party Sprint Retail location and stated that her concerns were not addressed As a result, she is requesting the Sprint review these matters and address her concerns During our conversation with Ms [redacted] - [redacted] on June 5, 2017, we explained that our records reflect that she paid $for accessories at the point of sale and that payment would not reflect on her Sprint account as it was paid to our Third- Party store We regret any miscommunication regarding the amount that she paid for the accessories and activation fees Additionally, we explained that Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products You can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its original unopened package, no restocking fee is charged If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Sprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process Our records reflect that Ms [redacted] - [redacted] cancelled the services on all five phone lines on her account on March 11, 2017, within the 14-day Sprint Satisfaction Guarantee period Our records further reflect that she returned two of the devices, and she received credits to remove the cancellation charges associated with those two devices and to remove the monthly service charges on her March and April invoices However, since she did not return the three iPhone devices, her account was assessed the lease cancellation charges associated with those devices as stated in her lease agreement and has be forwarded to a third-party collection agency for payment We sustain that the charges are valid and respectfully decline her request to credit the charges billed In addition, we explained that since she cancelled her account within the 14-day Sprint Satisfaction Guarantee period, the account is not eligible for the Contract Buyout offer, as per the term of the offer and we respectfully decline her request to reimburse her for the $she paid to her previous wireless service provider We attempted to contact Ms [redacted] - [redacted] again on July 3, and 6, 2017, via telephone and email Unfortunately, we have been unable to reach her, and she has not turned our callsWe look forward to speaking with Ms [redacted] - [redacted] and encourage her to contact us regarding any concerns she may continue to have with the account We appreciate Ms [redacted] - [redacted] for taking the time to provide us with her feedback regarding her experience with our third-party retail location representative We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] - [redacted] may have experienced as a result of these matters If Ms [redacted] - [redacted] has any additional questions, she can contact me by calling this department toll-free at ###-###-#### I am available Monday through Friday between 8:a.mand 4:30p.m., Central Time Sincerely, [redacted] F [redacted] FExecutive Services Analyst

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

April 13, 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 According to the information provided, Ms [redacted] expressed her dissatisfaction with the process of having her number [redacted] placed on a seasonal standby plan, only to later discover the line was canceled resulting in her lease being termed and accelerated account charges We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on April 13th, 2017, and apologized for any frustration she experienced due to the billing issues caused During the conversation, we were successful in reactivating her [redacted] number, resuming the termed lease, and adjusting her account for the accelerated charges Ms [redacted] accepted these actions as resolution to her concern On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she experienced a delay in registration of the Switch to Sprint offer because she never received the return kits she was promised to mail the other carrier’s devices back to Sprint Ms [redacted] advised that she finally visited a Sprint store to turn the devices in, but her prepaid reward cards were denied advising she is no longer eligible for the offer As a result, Ms [redacted] is requesting that the prepaid reward cards be honored so that she can pay her former carrier’s cancellation fees We regret any inconvenience this matter may have caused Ms [redacted] We reviewed her account and determined that we have processed the prepaid reward cards based on the extenuating circumstances outlined in her complaint We contacted Ms [redacted] on May 1, 2017, and she confirmed the reward cards were received and the issue is now resolved We appreciate Ms [redacted] for being a valued Sprint customer If she has further questions regarding this issue, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing Ms [redacted] ’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her account being assessed a $Account Spending Limit (ASL) Fee, upon establishing services with Sprint Ms [redacted] further stated that her account was assessed equipment cancellation charges after she returned her device Ms [redacted] requested that Sprint review this matters and apply an adjustment to her account accordingly Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms [redacted] Furthermore, Ms [redacted] ’ account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us Our system will electronically monitor and may interrupt her service when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account Our iPhone Forever program launched on September 25, 2015, and is separate but works in conjunction with our Sprint Lease program Customers who activated an Apple iPhone or 6S device between September 25, 2015, and January 7, 2016, are eligible to upgrade to the next generation iPhone devices at the current market pricing and lease options available at that time and are required to turn in their existing iPhone devices However, customers are not required to upgrade and may choose instead to keep their current devices for the length of their lease Customers who joined our iPhone Forever program on January 8, 2016, or thereafter are eligible for upgrade after consecutive lease payments For additional information regarding our iPhone Forever program please visit our website, www.sprint.com/iphoneforever Our records indicate that when Ms [redacted] upgraded the device associated with phone line ending in [redacted] to an iPhone Plus device via the iPhone Forever program, she returned the iPhone device that was associated with the phone line ending in *** On June 20, 2017, credits totaling $were applied to the account to offset the remaining Lease cancellation charges associated with the return of the noted device Additionally, Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider on July 6, 2017, and the account was billed the remaining Lease cancellation and Lease Device Purchase Amount charges associated with the iPhone Plus device, which are valid We contacted Ms [redacted] on September 26, 2017, regarding her concerns At that time, we cancelled the remaining two lines of service on Ms [redacted] ’ account In addition, we applied credits totaling $to her account to offset the late fees as reflected on her July through September invoices, the monthly recurring charges for phone line ending in [redacted] as indicated on her July invoice, and the monthly lease charges for the returned iPhone device on the March and April invoices As a result of these credits, the cancelled account reflects a balance of $1, This balance reflects the monthly recurring charges for services rendered as reflected on the March through July invoices and the Lease cancellation charges associated with the iPhone Plus deviceMs [redacted] acknowledged the information and resolution that was relayed to her We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

February 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX [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 her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from our representatives during her unsuccessful attempts to address network coverage and device issuesShe requested that we resolve those issues by improving our network service and replacing her device with an improved model We appreciate Ms***’s taking time to provide details of her experience with our Cutomer Care and technical team representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these matters have been forwarded to the appropriate management teams for additional review We regret that our service in Ms***’s area may have fallen short of her wireless communication needs or expectationsWe constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customersWe confirmed that the address of record associated with Ms***’s Sprint account is within our coverage and that she should generally receive signal strength sufficient to make and receive calls outdoorsHowever, signal may be lost in a car and in buildings, and it is important to note that certain areas may have limited or no coverage and that various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area Based on the nature of Ms***’s referenced network performance and text messaging issues, we forwarded her report to an advanced technical team for further review and assistanceOur records reflect that representatives of that team attempted to troubleshoot the text messaging matter with Ms [redacted] on February 10, 2016, but that we were unable to duplicate her reported situation or to identify any possible causeTherefore, our technical representatives recommended that Ms [redacted] take her device to one of our service and repair locations for evaluation and possible replacement We attempted a follcall to Ms [redacted] on February 15, 2016, to discuss our technical support team’s finding; however, we were unable to reach herTherefore, we sent an e-mail to Ms [redacted] briefly outlining that information and offering to send a replacement device to her, at no cost, along with packaging and a prepaid shipping label to facilitate the return of her current device to usWe also offered to apply a $credit to her account to offset a portion of her monthly service charges as a demonstration of our commitment to excellence Although we have not received a response from Ms***, we believe that the replacement of her device should bring her reported concerns to resolutionHowever, if she accepts our offer, we will continue to work with her to ensure her satisfaction We regret any inconvenience these issues may have caused Ms***If we can be of further assistance regarding these matters, or if Ms [redacted] would like to accept our offer within days from the date of this response, we invite her to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] S Executive Services Analyst

December 15, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [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, Mr [redacted] states that the charges reflected on his invoices are inc***ectHe states that he is being billed $extra each month, and he has been unable to resolve his concernsHe states that he has been informed by our retail store representatives that a credit will be applied to his account to resolve his billing concerns, but Mr [redacted] stated that no adjustments have been appliedAnd last, Mr [redacted] indicated that his billing should be no more than $each month; however, his most recent invoice amount was in excess of $ During our discussion with Mr [redacted] on December 10, 2015, he mentioned that he believes he was offered a promotion of $for the lease of one device and the setup of an installment billing option for the second device, which is an iPad; however, Mr [redacted] stated that his billing is not reflecting the $offerA review of our records reflect that the criteria of the offer is to lease both of the devices; therefore, the setup on Mr***’s account of leasing one device and paying via the Easy Pay or installment billing method for the second device disqualifies him for the promotionDue to any misunderstanding that may have occurred regarding this matter, and to resolve this issue fully, we canceled the Easy Pay option (installment billing) for the tablet line of service ending [redacted] effective December 10, This cancelation resulted in the remaining $cost of the tablet to bill immediatelyTherefore, we applied a $credit to Mr***’s account to offset the charge, and we allowed him to retain the tablet free of chargeThis resolution negated the $monthly service charge for the tablet, as well as the $installment billing, and $Advanced Protection charges, reducing his cost by $before taxes, surcharges and feesThere is one phone line [redacted] remaining on the accountMr [redacted] accepted this resolution and he is satisfiedSprint also considers this matter closed We appreciate Mr***’s taking the time to provide us with the details of his experience with our retail store 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 that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his concernsShould there be any additional questions or concerns, you or Mr [redacted] can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Bridgette F Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: I refuse to close this complaint until my credit report has been cleared of this fraud account Once I confirm it has been removed I will then, and only then, be satisfied with closing this complaint Sprint did inform me it could take up to days, I will check every days to confirm when it has been removed from my credit report and at that time I will login and authorize this complaint to be closed Regards, [redacted]

May 3, 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 Ms [redacted] , submitted on April 14, We apologize for any inconvenience that Ms [redacted] experienced as a result of this matter and appreciate your assistance in bringing our customers' concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with a $deposit that she claims was made as part of the agreement she signed for service with SprintMs [redacted] requested that Sprint review this matter and provide a credit for the $that she believes was paid, and was to be returned to her after months of consecutive service Sprint has reviewed Ms [redacted] 's accountAccording to our records, no deposits were made in conjunction with the activation of Ms [redacted] 's account, nor at any time since the activation date of November 2, During our conversation with Ms [redacted] on April 20, 2016, we discussed her concerns and advised that although our records do not reflect a deposit payment, as a gesture of goodwill and to amicably resolve this matter, we applied a one-time credit of $on her accountMs [redacted] was satisfied with our resolution and did not have any further concerns We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value this feedback and will utilize the input to improve our training and processes If we can be of any further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive and Regulatory Service department toll-free at ###-###-####I am available Monday through Friday, between a.mand 2:p.m., Central Time Sincerely, Robert M Robert MExecutive Services Analyst

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she is not satisfied with the cost of her current service plan As a result, she is requesting that we reduce the cost of her monthly service charges 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 Our promotions are posted so that customers are able to make an informed decision on their plan choices With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes According to our records Ms [redacted] initiated two 24-month leases on two Phone devices on March 17, Additionally, based on the equipment promotion she enrolled to she receives a monthly $credit to offset a portion of the monthly lease payments for each iPhone In order to discuss plan options it will be necessary for Ms [redacted] to contact us and authenticate the account We attempted to contact Ms [redacted] at the telephone number provided in her inquiry on June 27, 30, and July 3, 2017, and mailed a letter to the address on file, however; we have not received a response to our contact attemptsWe look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account Ms [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts usWe appreciate Ms***’s taking the time to provide us with the details of her customer service experience 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 Ms***’s concern remains unresolved, we welcome the opportunity to further assist in addressing this matter and ask that she contact us 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

Executive & Regulatory Services P.OBox Irving, TX April 19, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she attempted to return her Samsung device according to our return policy During her store visit, she accepted an offer that would allow her to keep the Samsung device for free, and allow her to purchase two iPhone devices via the Lease One Get One (LOGO) promotional offer Ms [redacted] stated that her subsequent invoices did not reflect the offer she accepted Ms [redacted] has requested we correct her service plan and apply applicable credits We regret any possible misunderstanding that may have occurred regarding this matter We spoke with Ms [redacted] on several occasions in an effort to reach a resolution to her concern We have confirmed that her monthly service plan issue is resolved Her Unlimited Freedom service plan includes $for the first line of service, $for the second line of service, and lines three through five are free of a monthly service charge Because the LOGO free offer was added in addendum to the purchase of Ms [redacted] ’s iPhone devices, the applicable recurring credit will not systematically award to her account Therefore, we applied a one-time $lump sum credit to her account in lieu of the recurring LOGO free credit Furthermore, at Ms [redacted] ’s request, we canceled the Total Equipment Protection options and applied a $credit to her account to offset the associated charges assessed to her account If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve a device billing issue Ms [redacted] stated back in September 2016, she went to one of our retail stores and took advantage of the ongoing Buy One Get One (BOGO) promotionShe purchased a Note and a Samsung SShe had to return the Note due to a manufacturer’s recallMs [redacted] said she then decided to go with a Samsung Sedge and that the retail representative told her, he will check to see if they can still put her on the BOGO promotionMs [redacted] said she was told their store manager approved and the representative could add the promotion She said she was told in December that it may take 1-months to see the credit Ms [redacted] called Customer Care in March 2017, as she had been paying for both phones, and was told a ticket would be created to correct the promotion She says the representative gave her a one-month credit for the device charges Ms [redacted] said she called again in May 2017, and spoke with a supervisor, who informed her the promotion was not valid and that she needed to go back to the storeShe went to the store, and was told she had to contact Customer CareMs [redacted] is requesting that we honor the offer for the device so she won’t have to go back and forth trying to get the issue resolved Our records reflect that on November 29, 2019, the code for the Buy One Get One free (BOGO) was added to line ###-###-####: however, the code was voided as the promotion already expiredOur records further reflect Ms [redacted] was credited for three months out of the 24-month installment agreement During our discussion with Ms [redacted] on May 16, 2017, the information outlined above was explained to herMs [redacted] reiterated her dissatisfaction with her experience To demonstrate our commitment to excellence, we offered to apply a lump-sum credit for the remaining months Accordingly, we applied a $credit to Ms [redacted] account She thanked us for the offer and accepted it We appreciate Ms [redacted] for taking the time to provide us with her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[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 Although I never stated my satisfaction to SprintWe found our service restored and a credit for by checking our accountThey are charging a late fee which is ridiculous since Sprint was the cause of the delayBut we are not going to make a case over dollarsWe will now pay the current bill.Thank you for looking into this issueAppreciate your help Regards, [redacted] ***

June 1, 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 her inquiry, Ms [redacted] disputed the length of time taken to provide account credits owed to her for a Sprint device that she returned to us in March She also described unfavorable customer experiences during her attempts to address that matter She requested that we provide the account credits promptly We regret any delay that may have occurred in processing Ms [redacted] ’s equipment return and account credits Our records reflect that her device was received in our warehouse but that an inadvertent keying error caused her device credit to not apply properly to her Sprint account On May 17, 2017, we applied credits totaling $to her account to offset the disputed equipment charge reflected on her April 6, 2017, invoice During our conversation with Ms [redacted] on May 19, 2017, we provided the information detailed above She acknowledged that action but reiterated her dissatisfaction with the length of time taken to address her reported billing issues To demonstrate our commitment to excellence, we offered Ms [redacted] a one-time credit of $to offset one monthly service charge She accepted our offer, and we credited her account as agreed, leaving her account with a remaining balance due of $ Ms [redacted] was satisfied with our resolution We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these issues may have caused Ms [redacted] If we can be of further assistance with her reported concerns, 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

[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 meSprint made the proper adjustments to my bill last week so this matter can be closed Regards, [redacted]

October 21, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service that he received during his attempts to address his Sprint account concerns, citing that he received a letter from us after he inquired about upgrading the device on his line of service ending in ***He requested that we upgrade the device on that line of service or reimburse him for a portion of his payments so he can seek service with another provider We regret any inconvenience that may have caused Mr [redacted] to contact your agencyDuring our conversations with Mr [redacted] , we fully addressed his reported concerns, including his most-recent upgrade Our records reflect that Mr [redacted] upgraded his device to an iPhone 128GB; however, it is a different color than he requestedAs a result, our executive management team is in the process of replacing his current device with a different colorHis Sprint account will remain in our office until Mr [redacted] receives the replacement iPhone device We regret any inconvenience these concerns may have caused Mr [redacted] If we can be of further assistance regarding these matters during the interim, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Tuesday through Saturday between a.mand p.m., Central Time Sincerely, [redacted] * Executive Services Associate Analyst MC/tgf