Sprint Corporation

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

[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]

[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] ***

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

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

[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]

[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]

[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]

[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]

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

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

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

September 27, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [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] ***, submitted on September 11, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Mr***, he states that he has had an unfavorable experience while addressing a billed equipment chargeHe states that he paid the purchase price for his iPhone 6s totaling $215.69; however, he was charged an additional $for the equipment on the accountAs a result, Mr [redacted] is requesting credit for the billed equipment charge and assurance that his past due balance will not affect his credit ratingWe spoke with Mr [redacted] on September 13, and 19, 2017, regarding his concernsAfter review of the purchase receipt provided to our office by Mr***, we confirmed that the iPhone 6s that was associated with line ending in [redacted] was paid for in fullAs a result, the device purchase cost totaling $was credited back to the accountThe account currently has a credit balance of $Mr [redacted] expressed satisfaction with the actions taken We appreciate Mr [redacted] for taking time to provide details of his 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 processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToyaP.LaToya P.Executive Services Analyst

December 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry filed with your office by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] states that in September he upgraded the device on his wireless line ending [redacted] and returned his old device via the return packing label provided with his new phone back in October As a result, he is disputing the $Equipment Non-Return Fee billed by Sprint We regret any inconvenience that this matter may have caused Mr***Our records reflect that Mr [redacted] contacted our order support team in September to initiate an equipment upgrade for his wireless line ending *** We confirmed that our sales team processed a new order for an iPhone to send Mr [redacted] and materials to assist him with sending his iPhone device back to our warehouse within the required 14-day timeframe During our December 9, 2016, discussion with Mr***, we provided the information outlined above We also informed him that we took actions to expedite his concerns to our dedicated order support team to investigate the return of his Apple iPhone devices to our warehouse Consequently, we have been unable to validate that his device has been returned However, as a one-time concession, we placed the device on our negative file and applied a credit of $to the account on December 9, 2016, to offset the disputed charge incurred Mr [redacted] expressed his satisfaction with this resolution We appreciate Mr [redacted] for taking the time to provide us with the details of his most-recent billing experience Please be assured that we value his feedback, and his concerns have been forwarded to the appropriate managerial staff We regret any inconvenience that this issue may have caused If we can be of further assistance, Mr [redacted] can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean [redacted] Executive 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

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

Please be advised that Sprint took care of the charges referenced in case ID # [redacted] Sprint responded to my complaint in a timely matter and this matter has been resolved to my satisfactionThank you for your support and assistance in getting this resolvedI could not find a way to indicate this on the website so I am confirming via email[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:Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I have been dealing with sprint for months on my billingThey originally messed up my plans about four months agoI had a plan for only $a monthNow my bills are over $a monthI want a lower bill and need credit for all these months that my bills have been overcharged.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want a better plan and the less monthly paymentI have been lied to and Sprint needs to be honest about their plans, they make everything seem so good, but when you get the bill, it is totally differentI need a refund for the months of all these extra charges and lower my bills to the original planOr I want to cancel all my plans and go to another Company Regards, [redacted]

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

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