Sprint Corporation

[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: Due to my own personal credit score and hassle with this company I am refusingAt first I was willing to accept the "credit" but then realized I would still be held accountable for all of their mistakes over the time I had them as a service providerIf they cannot serve me with the correct request as I initially asked for, and paying back the money that they practically stole from me and my family member, there is no further need for "negotiations" Regards, [redacted]

[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:the conversation was not as successful as Sprints submission deemed in overall resolution of this coflictThe associate that I spoke with did not offer to amended the billing and did not offer to work with the collections agency Sprint has sent the bill to and request to have it removed from my credit history which is the most damanging of this entire interaction with Sprint Regards, Crystal G [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am not satisfied, though they seem to not be willing to work with me further I asked to review previous signatures on the years I have done business with them to prove the signature on this contract is not mine They refused to do so I have received the money for the Ipad mini 4, which I did out of principal not due to the money I give up on trying to address the fraud I do feel they are not easy to work with nor are they willing to listen I will no longer ever use Sprint once there contract is complete I am very dissatisfied with the resolution, though now I am done wasting my time on deaf ears Their system is broken & to allow their employees to commit fraud is very unethical Thanks Regards, [redacted] L [redacted]

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

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

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

[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 Sprint responded quickly and exceeded my expectation by removing the charge I am happy with the resultsHowever, had the situation been properly explained to me from the start when I called them more than once....we could have avoided the Revdex.com and all the bad records on my credit report that has cost me increased rates to use my current credit cards and the inability to get any other credit Regards, [redacted]

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 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attentionIn the information provided, Ms [redacted] states that she paid the remainder of her lease and monthly service charges and expected that her device would be unlocked; however, the equipment is still lockedShe further notes that she spent hours on the phone communicating with our representatives and traveled to our retail stores in an attempt to resolve her concerns; however, the issue has not been resolvedAs a result, she is requesting assistance with unlocking her deviceWe regret any inconvenience that this issue may have caused 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.com/unlock.Sprint will unlock a device under the following circumstances:Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days Based on a review of our records, Ms [redacted] ’ line of service was canceled on May 10, 2016, and payment was rendered on May 11, 2016, to pay off the lease charges Accordingly, we confirmed that Ms [redacted] iPhone 6s Plus 16GB device associated with phone number ending is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question and the device is unlocked We spoke with Ms [redacted] today and she confirmed that her device is unlockedWe regret any inconvenience that this matter may have causedShould there be any additional questions or concerns, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, Bridgette F.Executive Services Analyst

I wanted to wait to make sure Sprint contacted my credit companies to clear my reportsI have not received confirmation yet so would like this complaint to remain openWill you please leave this open, as Sprint indicated this could take up to eight weeks to get resolved.Thank you [redacted] ***

December 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal 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 regret the circum***ces that led Ms [redacted] to again contact your agency In her rebuttal, Ms [redacted] advised that her equipment issue remains unresolved, as she still has a malfunctioning device She also expressed her continued dissatisfaction with the level of customer service provided by us during her attempts to address that and other equipment concerns We regret that Ms [redacted] is not pleased with our position related to her previously-reported equipment concerns However, as explained in our November 29, 2016, response to her initial Revdex.com filing, all new Sprint devices come with a one-year manufacturer’s warranty limited to manufacturer’s defect Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device Warranty replacement provides that, upon determination of a manufacturer’s defect, and if the device is still within the limited one-year manufacturer warranty period, our customer can send defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Customers are responsible for shipping costs and may incur additional costs if the manufacturer determines that the device issue is not covered by their warranty Further details regarding the terms of our warranty protocol is available on each respective manufacturers’ websites and in device user guides In addition, we identified that Ms***’ referenced device was purchased from another carrier and was later added then removed from her Sprint account in August During our December 8, 2016, follconversation with Ms***, we again discussed the information noted above and assured her that we are unable to identify any error on the part of Sprint related to her remaining device concern However, as a demonstration of our commitment to excellence, we arranged for a one-time process exception and sent a replacement Apple iPhone 5C device to her That device will be at no charge to her, contingent upon the return of her malfunctioning iPhone 5C device to us using the prepaid shipping label and materials she should receive within the next few business days Ms [redacted] expressed her satisfaction with this resolution We appreciate Ms***’ candid responses regarding the level of customer service we provided during her attempts to address her equipment concerns We value customer feedback and will her that input in our continued drive to improve our training and processes If we can be of further assi***ce with these issues, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, [redacted] SExecutive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] indicates that she established a phone lease on a line of service and that she subsequently swapped the associated phone to another line of service She indicates that our Customer Care representative advised her that the above-referenced phone lease was established on the phone number ending in [redacted] and that the Seasonal Standby plan would remain in effect for this phone number She indicates that the Seasonal Standby plan did not remain in effect for the phone number ending in [redacted] as she anticipated and a standard service plan was provisioned in its place She requests that the Seasonal Standby Plan be provisioned for the phone number ending in *** She also requests an account credit to offset the difference in service charges between the Seasonal Standby Plan and the standard plan provisioned on the above-referenced phone number Based on the information received from Ms***, she also states that she had an unfavorable customer experience while attempting to address her concerns During our discussions with Ms***, we advised her that the Seasonal Standby Plan enables the associated line to have services suspended for up to six months and pay a monthly recurring charge of $per month for the associated phone number, plus taxes, surcharges and fees We advised her that at the time that the phone lease was established on the phone number ending in ***, the Seasonal Standby Plan had been previously provisioned on the line for fifteen monthsWe also advised her that, per the terms of the noted service plan, it was necessary that the phone number ending in [redacted] to be provisioned on a standard plan for three months before being re-provisioned on the Seasonal Standby Plan Although we were unable to identify a Sprint billing error, in view of any possible misunderstanding regarding this matter, we advised Ms [redacted] that we re-provisioned the Seasonal Standby Plan on the phone number ending in [redacted] effective with the next billing cycle Moving forward, Ms [redacted] will be subject to the noted terms of the Seasonal Standby Plan In a further attempt to reach an amicable resolution with Ms***, and as a goodwill gesture, we also advised her that we applied $in account credits to offset the difference in charges assessed for the standard plan provisioned on the phone number ending in [redacted] and the cancelled Seasonal Standby plan We advised her that we also cancelled the Total Equipment Protection (TEP) option provisioned on the phone number ending in [redacted] that she stated she did not request The applied credits included taxes, applicable fees and surcharges Ms [redacted] stated that the matter was resolved We appreciate Ms [redacted] for taking the time to provide us with the details of her 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 Should Ms [redacted] need further assistance in regard to this matter, I can be contacted 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, Patricia SExecutive Services Analyst

May 10, Revdex.com [redacted] Kansas City, MO [redacted] Re: Revdex.com [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 2, We appreciate your assistance in bringing our customers’ concern to our attention In Ms [redacted] ’s filing, she stated that she had unfavorable customer service experiences while attempting to resolve her account concernsSpecifically, stating that she contacted our Customer Care group to remit a payment to pay off her device, without successMs [redacted] requested that Sprint review this matter and allow her the ability to cancel her account without further cost to her Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that Ms [redacted] activated phone number ending in [redacted] on January 25, At that time, Ms [redacted] purchased a device at discounted pricing in exchange for a two-year Subscriber Agreement, which is scheduled to expire on January 24, For details regarding Sprint’s Service Agreement, please visit [redacted] 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 termsIf a customer terminates Sprint service prior to satisfying the two-year Service Agreement, applicable Early Termination Fees will apply; accordingly please visit www.sprint.com/etf for details about Early Termination Fees We regret the customer service experience Ms [redacted] encountered while attempting to address and resolve her account concerns with Sprint’s Customer Care groupTo provide closure for this matter, we amended the Subscriber Agreement on the aforementioned phone line to reflect as satisfiedTherefore, if Ms [redacted] elects to cancel phone line ending in ***, her account would not be assessed an Early Termination Fee We spoke with Ms [redacted] on May 5, 2017, and relayed the aforementioned information and resolution to herMs [redacted] acknowledged her understanding of the information provided and confirmed her issue was resolved We appreciate Ms [redacted] for taking the time to provide us with details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have cause Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima W Hakima W Executive Analyst

September 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , Damien [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrDamien [redacted] We appreciate your assistance in bringing our customer's concerns to our attention Based on the inquiry and our discussion with Mr [redacted] , he stated that he visited a Sprint store to get his phone repaired and was informed by a representative that the store no longer repair phones He stated that the store representative reviewed his account and advised him that he was overpaying and offered a new plan and a new device with an additional line of service Mr [redacted] further stated that he was informed that his rate would be $cheaper and that the fourth line of service would be free However, three months later, he stated he is still paying for the device that was offered at no cost and that the bill is averaging over $ Mr [redacted] also stated he is being billed for service options after he requested that they be removed And last, he stated that his data speed has dropped on all phones when we changed to the new plans as wellAs a result, he requested that he be billed $(including surcharges, taxes and fees) for his four lines of services, the amount he believes he was quoted During our discussion with Mr [redacted] , we advised him that the store he visited is no longer a repair center; however, there are surrounding locations that repair devices We also advised him that his estimated monthly cost is $282, excluding taxes and fees We confirmed that the Family Locator feature was cancelled and that his account was credited $ We offered to investigate his outstanding account billing and data service concerns and follow-up On August and 28, 2017, we confirmed that the area store District Manager contacted Mr [redacted] and offered to apply a lump sum credit of $for the price of one of the devices that was offered as a Buy One Get One (BOGO) We advised him that this credit will applied toward monthly service charges, not the monthly device charges, and that he will continue to bill at the rate of $(excluding taxes) for his lines Mr [redacted] stated that he understood and accepted the offerWe attempted to follwith MrGldwell on August 29, 2017, to address his data speed concerns; however, we were unsuccessful in reaching him We regret any inconvenience this matter may have caused Mr [redacted] If I can be of further assistance regarding his data speed concerns, Mr [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, Alethea BExecutive Services Analyst

May 10, 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 We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that since leaving Sprint in February 2016, she has requested a final invoice on multiple occasions and have been unsuccessful in obtaining one She is requesting to receive a copy of her final Sprint bill We spoke to Ms [redacted] on May 6, We determined that multiple bill reprints were sent to Ms [redacted] ’s address however, her apartment number was not included We added her apartment number to her address and sent the bill reprint that she requestedFurther, as a gesture of goodwill, we waived the $bill reprint fee We regret any inconvenience these matters may have caused If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that a payment in the amount of $was deducted from her account even though a payment in the amount of $had already been processed Ms [redacted] further stated that she has attempted to cancel her services and receive a refund in the amount of $263, but she has not received a response In addition, a third-party store representative informed her that the monies would not be refunded even if she canceled her service Ms [redacted] requested to be contacted by a representative to assist her with her refund request Our records reflect that Ms [redacted] made a payment via the Boost Mobile website in the amount of $on July 19, Our records further reflect that a credit was applied to Ms***’s account in the amount of $for the Bring Your Own Device (BYOD) program We were unable to locate any additional payments deducted from Ms [redacted] ’s account by Boost Mobile after July, 19, In addition, our Boost Mobile Terms and Conditions outlines that all monies paid toward service are non-refundable Therefore, we must respectfully decline Ms [redacted] ’ refund request We regret any misunderstanding that may have occurred regarding Ms***’s refund request We attempted to contact Ms [redacted] at phone number ending with [redacted] to discuss this matter in detail on July 31, August 2, and 4, 2017; however, we were unable to reach her In addition, we also sent Ms [redacted] a letter via the U.SPostal Service on August 7, 2017, asking her to contact us directly We welcome Ms [redacted] to contact us at her earliest opportunity if further assistance is needed We regret any inconvenience this matter may have caused Ms*** If she has questions regarding this issue she may contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra [redacted] Executive Services Analyst

March 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once again In his rebuttal, Mr [redacted] expressed his dissatisfaction with the length of time taken to receive credits owed to him for equipment he returned to us in December during an authorized equipment exchange Mr [redacted] requested that we remove the disputed equipment charge from his account and compensate him for his inconvenience We regret any misunderstanding that may have occurred related to Mr [redacted] ’s Sprint device and billing concernsOur records reflect that Mr [redacted] ’s referenced equipment was returned to us in December but that the corresponding device lease agreement was inadvertently not d at that time, leading to additional equipment billing We spoke with Mr [redacted] on March 24, 2017, and explained the information detailed above We also assured him that the disputed charges totaling $were removed systematically once the lease cancellation status was updated on March 20, However, although we appreciate Mr [redacted] ’s business and regret the delay in addressing his billing dispute, we also informed him that, as outlined in our Terms and Conditions of Service, we do not provide compensation to customers in an effort to resolve concerns that are brought to our attention Therefore, respectfully declined his compensation requestMr [redacted] indicated his understanding of our responseWe regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this concern, he 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, LaDonna JExecutive Services Analyst

October 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , an authorized contact on the Sprint account of Ms [redacted] *** 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 a recent device upgrade on Ms***’s Sprint account, citing that we misinformed them about the terms of our iPhone Forever promotion leading to additional costs assessed to her account Mr [redacted] requested that we honor the offer that was extended at the poisale or provide a refund of their equipment lease payments and that we restore the original contractual agreement associated with her account We appreciate Mr [redacted] ’s taking time to provide details of his and Ms***’s 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 We any misunderstanding that may have occurred related to our referenced equipment promotion Our Marketing department works diligently to ensure that our web site and brochures are accurate and contain details that will allow customers to make informed decisions regarding Sprint products, services, and promotions We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide Our referenced iPhone For Life promotion provided customers the opportunity to pay a $monthly equipment lease charge for the term of iPhone lease agreements At the end of their leases, customers had the option to keep using their devices with the lease rate reverting to the standard $22-per-month Those customers could also purchase their iPhone devices or turn in those devices for the newest iPhone model at the current rate offered at the time they upgraded Our records reflect that Ms [redacted] upgraded the equipment on two of her lines of service to iPhone models with 21-month lease agreements in October Our records further reflect that Mr [redacted] contacted representatives of a specialized escalations department regarding his dispute of this matter on September 29, 2016, and that, at his request, those two lease agreements were cancelled with Mr [redacted] ’s paying the outstanding lease balances and accepting our offer to credit the $equipment purchase option charge for each device At that time, we also updated our records to reflect that the above-referenced mobile numbers are eligible for immediate upgrade to new devicesOur records also reflect that the devices for those two lines of service were upgraded to new iPhone models with 24-month installment billing purchase agreements on September 29, During our October 10, 2016, conversation with Mr [redacted] , we confirmed the information outlined above In a further effort to demonstrate our commitment to excellence, we offered to apply credits totaling $to Ms***’s account to offset the two equipment upgrade fees and a portion of her service charges Mr [redacted] accepted our offer and expressed his satisfaction with our assistance in resolving his dispute We applied the credit as agreed We regret any inconvenience these matters may have caused but are happy that we were able to resolve Ms [redacted] and Mr [redacted] ’s reported concerns If Ms [redacted] or Mr [redacted] has additional questions regarding these matters, they 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 4:p.m., Central Time Sincerely, Linda WExecutive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated she was provided with a $credit to her Boost Mobile account that she is unable to use towards her monthly service charges due to her being enrolled for automatic payments In addition, she explained that she was told by a Boost Mobile Customer Care representative that she would need to make a manual payment in order to use the $credit balance towards her monthly service charges Our records reflect that Ms [redacted] activated services on November 26, 2016, and is currently subscribed to our $Unlimited Talk, Text service plan, which also provides a $credit every month when the account is enrolled for automatic payments Our further records reflect that Ms [redacted] contacted Boost Mobile Customer Care on April 27, 2017, to remove the $Call Watch Blocking Bundle, and was provided with the $credit at that time When a subscriber is enrolled for automatic payments our billing system will deduct the full amount of the monthly service charges if the balance on the account is insufficient at the time to cover the full cost of the charges Therefore, in order to redeem the $credit in question Ms [redacted] would need to make a manual payment less the credit amount During our conversation with Ms [redacted] on June 2, 2017, we attempted to explain the information detailed above Unfortunately, Ms [redacted] declined to discuss this matter at that timeDuring an e-mail communication with Ms [redacted] on June 8, 2017, she requested for our office to no longer contact her regarding this matter We invite Ms [redacted] to contact our office if further assistance is required On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms*** If she has any further concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Veronica [redacted] Executive Services Analyst

May 2, 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 Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that two unauthorized lines of service were added to her account without her authorization She is dissatisfied with the level of customer service she has received regarding this matter, and as a result, she stated that she will sue Sprint for identity fraud We regret any possible misunderstanding that may have occurred regarding this issue We spoke with Ms [redacted] , mother of the account holder, regarding this issue, who is also a subscriber on the account She was able to authenticate the security Personal Identification Number (PIN)/passcode We informed Ms [redacted] that our Fraud department’s investigation confirmed that fraud has been identified on Ms [redacted] ’ account, and as a result, two lines of service ending in [redacted] and [redacted] have been canceled Furthermore, credits to offset the fraudulent charges will be applied to the account within to billing cycles We regret any inconvenience that Ms [redacted] or Ms [redacted] may have experienced while attempting to resolve this matter Should there be any additional questions regarding the adjustments on the account by our fraud representatives, they can contact representatives in our Fraud department by calling toll-free ###-###-#### Representatives are available Monday through Friday from a.mto p.m., Central Time If our office can be of further assistance with this matter, we can be reached by calling the Executive & Regulatory Services department by calling toll-free ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] te FExecutive Services Analyst