Sprint Corporation

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: As a "valued" customer with Sprint, I choose not to believe that the company thinks that it is acceptable to not apply all of the credit that is due to my account, solely based on a mistake that the company made in charging me for a device that they had in their possession for over five months It is ridiculous that nothing notified the company that they were improperly charging my account for that long I understand that the device is outside of the Returns Policy, but at this point that is none of my concern because that is not an issue of mine, but rather Sprint's; this is not a courtesy, it is rightfully due The information that was provided to me from [redacted] , is not the information that was provided to me on March 29, I was told that I would be refunded the amount that was wrongfully charged and the credit does not reflect the correct amount This is disheartening to me because my family has been with Sprint for over years, and when I became an adult, I decided to get my own plan with the company, but I totally regret that decision in how I have had to deal with this major inconvenience for over months, and have yet to be credited the right amount that was wrongfully charged Regards, [redacted]

Executive & Regulatory Services POBox 169014, Irving, TX August 14, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account [redacted] , [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] requested that we unlock his iPhone device Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.comSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Mr***’s referenced device is eligible for SIM unlocking We spoke with Mr [redacted] on August 11, 2017, and he confirmed that his device was unlocked on July 26, If I can be of further assistance regarding this matter, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

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

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

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

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he was offered a tablet free of charge via a promotional incentive However, upon receipt of his May 21, 2017, invoice after accepting the offer, he noticed an installment billing charge for the tablet, an insurance charge, and a monthly service charge for data As a result of these charges, Mr [redacted] is requesting to return the tablet without being billed any cancelation charges, and he is requesting that his account be credited for the disputed charges incurred Additionally, Mr [redacted] wants to ensure that he is paying no more than $for the monthly service charges, and ensure that he is being credited a $per line charge as an incentive for enrolling into our automatic payment program, which is what he stated he was offered at the time of purchase We communicated with Mrand Mrs [redacted] on June 8, 2017, regarding this matter Mrs [redacted] stated that she did speak with one of our Customer Care representatives who reduced the monthly service charge to $for the tablet; however, she was still displeased with the resolution, and this reduction of monthly service charges did not eliminate the installment billing charge for a device that she stated was to be free of charge Therefore, to bring full closure to this matter, and to resolve amicably, we informed Mrs [redacted] that we set the tablet line of service ending in [redacted] to cancel at the end of the billing cycleFurthermore, we mailed a return kit to the confirmed address on file to facilitate the return of the tablet at no additional shipping cost Upon receipt of the tablet in good condition to our warehouse, we will credit the accelerated installment billing charge Also, one of our Customer Care representatives applied a $credit to Mr [redacted] ’s account on May 24, 2017, to offset the disputed charges for the tablet incurred and reflected on the May 21, 2017, invoice Last, we reviewed the monthly service charges for the three remaining lines of service and the monthly service charges are calculated at $before taxes, surcharges and fees, and the $credit per line for automatic payment is reflected on the invoice The [redacted] s are pleased with the resolution We appreciate the [redacted] s taking the time to provide us with the details of their experience with our Telesales representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that the [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Should there be any additional questions or concerns, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

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

[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:i contacted the Sprint executive office and spoke with Mr Sean Jones #who advised that what was previously stated by Mr John C is not true because the phone was purchased from sprint, paid in full, and can not be used with a different carrier because it was locked by sprint and STILL locked by sprint ( confirmed by Apple )and sprint is the only one that can unlock it therefore the phone can’t operate under any other carrier, I was also advised by Mr Sean Jones that sprint is experiencing problems with the unlocking system, and was told that the matter will be solved within hours ( over a week now)It is because of this behavior that I left sprint after years, I held my part of the contract by paying my dues and sprint is holding their part if what Mr John C is true I’d like to get my money back and they can have their phoneAnd I also want sprint to not delete the recorded numerous phone conversations with sprint Regards, [redacted]

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

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

[A default l [redacted] is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] B [redacted] Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

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

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

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 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] ***

Tell us why here10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx*** Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 19, We appreciate your assistance in bringing our customers’ concerns to our attentionMs***’s filing expressed her dissatisfaction with the inability to establish payment arrangements for the outstanding balance reflected on her closed Sprint accountMs [redacted] requested that Sprint review this matter and allow her the ability to establish payment arrangements until she satisfies her outstanding account balance Sprint has reviewed Ms***’s complaint According to our records, Ms [redacted] upgraded the devices associated with phone lines ending in ***, ***, ***, and [redacted] in October and October During those transactions, Ms [redacted] activated devices via Sprint’s Leasing programUpon the completion of the device upgrades, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic 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 plan or other monthly charges on Sprint’s part during the purchase of her devicesUpon further review of our records, we confirmed on September 20, 2016, and October 27, 2016, Ms [redacted] ported-out phone lines ending in [redacted] and [redacted] prior to completing the terms of their respective Lease Agreements and her account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $1,as reflected on the October and November billing statementsLastly, Ms [redacted] ported-out phone lines ending in [redacted] and [redacted] to another wireless service provider on January 29, 2017, and phone line ending in [redacted] was cancelled prior to completing the terms of their respective Lease Agreements and her account was assessed additional Lease cancellation/Lease Device Purchase Amount charges and Early Termination Fee totaling $1,as reflected on the February 22, billing statement, leaving Ms***’s account closed with an outstanding balance due of $2,as reflected on the May 22, billing statement As such, the charges reflected on her account is valid Please be advised as stated in our Terms and Conditions of Services, payments are due upon receipt of the payment due date However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honoredSince Ms***’s account is cancelled we are unable to assist her with establishing payment arrangements as this is offer is available on active Sprint account, if applicableAs such, Sprint respectfully denied Ms***’s payment arrangement requests We spoke with Ms [redacted] on May 9, 2017, and relayed the above information to herAlthough we sustain that the charges are valid, in an effort to ensure a mutual resolution with Ms***, we offered and she accepted a one-time courtesy adjustment of $to offset the Early Termination Fee, partial monthly recurring charges, late fees and taxes as reflected on the December 22, through February 22, billing statementsMs [redacted] expressed her satisfaction with the resolution providedWe regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [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 Time Sincerely, /s/ Regina S.Executive Services Analyst