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:To whom it may concern, I believe that there has been a miscommunication on your endAll of the numbers that I held with Sprint were ported to a different company in January of There was no means for me to utilize your services as the number was with a different providerI was informed repeatedly in January of that the phone lines were closed and that I have received the final billYou may verify this listening to all of my phone conversations with your customer support personalI was not informed of an open line until May of 2017, when I received a bill from a collection agencyI called Sprint and was told that the line was closedI called back a second time and was told that the line was never closedThis back and forth between myself and your customer support agents took place over time in a period of days until I became so frustrated that I filed a report with the Revdex.comYour customer lack of knowledge and complete senseless has lead to the miscommunication on your endAs stated in my previous statement the bill was only paid as it was sent to a collection companyI am not going to ruin my credit while meditating a dispute with your companyIf this matter is not resolved, I will have to contact my attorney to see how can trace the phone records as I was misinformed repeatedly by your customer support and was not properly notified of a pending bill Regards, [redacted]

June 23, Revdex.com Ward Parkway, 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’ inquiry, he disputed charges assessed to his Sprint account since he added a third line of service to his existing rate plan in February 2017, advising that he is not receiving promotional credits promised and that we are billing for equipment that was to be free He requested that we provide a refund of all amounts higher than quoted that he has paid since the upgrade and for all charges assessed for the device he was told would be free He also requested that his monthly bill be around $as he was promised We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’ monthly Sprint service and equipment billing Our records reflect that he added the noted third line of service to his Sprint account on February 11, 2017, with the understanding that he would receive monthly promotional credits toward that line’s charges However, an inadvertent administrative error led to the referenced Buy-One-Get-One (BOGO) promotional coding to be not added to his account As a result, he was not receiving the monthly credit to as expected During our June 22, 2017, conversation with Mr [redacted] , we explained the information outlined above and advised that we are systematically unable to add the referenced promotion to his account at this time However, we offered to apply service credits totaling $to Sprint account as a one-time exception to offset an amount equivalent to the disputed device lease charges for his upgraded iPhone SE device to match the value of the requested promotion Mr [redacted] accepted our offer and is aware that, while the referenced credit will apply toward his service charges, the monthly lease charges for the noted device will continue to reflect on his invoices and must be paid monthly to prevent his account from being reflected as past due We applied the credit as agreed, and Mr [redacted] advised that the matter is resolved to his satisfaction We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

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]

[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] 4, and find that this resolution is satisfactory to me Regards, [redacted]

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: [redacted] Sprint Account: xxxxx Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on April 27, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the terms of her recent device upgradeMs [redacted] stated she was informed that Sprint would extend the 14-day Satisfaction Guarantee period to days; however, was later informed that she was past the initial days, after she attempted to exchange her deviceFurther, Ms [redacted] expressed her dissatisfaction with the inability to receive a credit on her account for the return of her iPhone 5s device, after the completion of her device upgradeMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] complaintSprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products Customers can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is charged If the customer’s service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers According our records, on April 28, 2008, Ms [redacted] established service with Sprint and activated phone line ending in Further, on March 13, 2016, Ms [redacted] purchased a Samsung Galaxy Sdevice via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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 For further information regarding Sprint Leasing please visit www.sprint.com/lease Our records show that Ms [redacted] contacted Sprint on April 4, 2016, and requested to exchange the Samsung Galaxy Sdevice for a new iPhone deviceUnfortunately, Ms [redacted] request was declined due to the expiration of the 14-day Satisfaction Guarantee period We spoke with Ms [redacted] on May 3, 2016, and in an effort to resolve this matter, Sprint confirmed that Ms [redacted] returned her iPhone 5s device; therefore we applied an adjustment of $for the iPhone 5s deviceAdditionally, although account documentation does not substantiate the claim that an extended Satisfaction Guarantee period was offered, Sprint made arrangements to cancel the Lease Agreement associated with Ms [redacted] Samsung Galaxy Sdevice at no cost to her; thereby, she could begin a new Lease Agreement for an iPhone 6s Plus device per Ms [redacted] requestWe confirmed that Ms [redacted] visited a local Sprint retail store on May 5, 2016, where the exchange and new Lease Agreement was completedMs [redacted] confirmed that she was satisfied with this resolution If we can be of further assistance with this matter, Ms [redacted] can contact the Sprint Executive & Regulatory Services Department toll-free at [redacted] I can be reached directly at extension ***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] Executive Services Analyst

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

[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 had explained to Ms [redacted] Ffrom Sprint that I had paid $for accessories and $for activation fee, that is what the conversation I had with Ms [redacted] - Exectutive AnalystNow in your email she is stating that I agreed to the Payment of $is for accessories really and that this money wouldn't show up on the bill, really "The sales representative from that Sprint Store got one thing right that he I was going to pay and there is nothing I can do about itApparently he's right"Worst off, I just received another bill from [redacted] after they were paid in fullI got a bill in the mail for $ but when I went to the store the bill was paid for $And now another bill cameThese phone companies don't care n now as he said "I have to pay".So Basically my concerns were not addressed and she said one thing to me and something else to you allNot a problemThanks for your assistance in the matter.Sent from my iPhone Regards, [redacted] -***

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 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] G [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] G [redacted] , an authorized contact for the Sprint business account of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed the monthly charges assessed to his business account for his tablet lines of service, advising that we are not honoring the price quote presented to him when he activated those devices in October Mr [redacted] acknowledged that he has received partial credits but advised that his account billing remains incorrectHe requested that we update his billing and send an updated invoice We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s billing, as well as any delay in fully addressing that concernDue to the nature of his business account, we forwarded Mr [redacted] ’s concerns to our designated business account escalations group for assistance Our records reflect that representatives of that team contacted Mr [redacted] on May 31, 2017, and confirmed that his price plan had inadvertently been set up incorrectlyWe ensured that his price plan had been corrected and applied credits totaling $1,to his account to offset an amount equivalent to the difference between his billed charges and the amount quoted to him since October 25, 2016, and February 21, for the lines of service associated with tabletsAlthough we were unable to send new invoices with his corrected billing, Mr [redacted] expressed his satisfaction with our resolution We appreciate Mr [redacted] ’s taking time to provide details of his experience with our sales and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize his input to improve our sales training and processes We regret any inconvenience this matter may have caused Mr [redacted] but are pleased that we were able to resolve his billing concerns to his satisfactionIf we can be of further assistance with this issue, we invite Mr [redacted] to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mto p.m., Central Time Sincerely, Linda W Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I AM satisfied with the response that Sprint gave I want Sprint to know that and I want that information to be accurately reflected in the Business Review.Thank you very much, Regards, [redacted] ***

Tell us why here...July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Douglas F [redacted] Sprint Account # [redacted] Sprint Case # To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal response of Douglas F [redacted] , submitted on June 30, The original complaint was served on Sprint on February 19, We regret the circumstances that led MrF [redacted] to contact your office again According to the information provided, MrF [redacted] expressed his dissatisfaction with our prior responses provided and has indicated that his account concerns remains unresolvedAs a result, he has advised us that he will take alternative actions to have his account concerns satisfactorily addressed and resolvedIn MrF [redacted] ’s prior filings, he expressed his dissatisfaction with the inability to take advantage of Sprint’s iPhone promotional offer upon establishing service with SprintMrF [redacted] stated that he was offered a free iPhone device associated with phone line ending in 9234; however, the promotional service credit have not been applied to his accountLastly, MrF [redacted] stated that he had an unfavorable customer service experience while attempting to resolve this matterMrF [redacted] requested that Sprint review this matter and honor the above promotion Sprint has reviewed MrF [redacted] ’s complaintAs stated in our prior responses, our records indicate that MrF [redacted] established services with Sprint on November 20, At that time, he portphone line ending in and activated an iPhone 128GB device via Sprint’s 17-Month Lease programingPlease note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, MrF [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of service, MrF [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copy of his electronic Lease Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his account We regret any miscommunication that MrF [redacted] may have received in reference to Sprint’s promotional offersSpecifically, Sprint’s iPhone 32GB with Eligible TrapromotionPlease note that 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing For a limited time, a promotional offer was available from September 9, 2016, through October 6, 2016, for a $iPhone device with Eligible Trapromotional offerCustomers’ can receive an iPhone 7/Plus device with eligible device trade-in, upon activating or purchasing an iPhone 7/Plus device via Sprint’s 17/Month LeasePlease be advised that all iPhone 7/Plus memory configurations are eligible to receive service credits on leaseCustomers must own their device, cannot be associated with a Lease or open Installment Billing Agreements and traan iPhone or 6s devicesFurthermore, the credit will award on the bill in one to two billing cyclesRegrettably, based on the information outlined above phone line ending in is ineligible to receive this promotion due to MrF [redacted] activating services after the promotional offer expired In an effort to ensure a satisfactory and mutually acceptable resolution with MrF [redacted] , on March 30, 2017, we offered and he accepted a one-time credit of $to offset a portion of the monthly recurring charges as reflected on his accountUpon receipt of MrF [redacted] ’s follfilings, we spoke with him on April 24, and June 23, 2017, and reiterated the aforementioned information and resolution to him Furthermore, we made additional contact attempts to MrF [redacted] on July 3, 6, and of 2017, and mailed a letter to his address on file on July 7, 2017, advising him of our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a response from MrF [redacted] While we regret that MrF [redacted] have reconsidered his position with Sprint, we are confident that his concerns were addressed and resolved to the best of our abilityConsequently, all further inquiries regarding this matter will be met with the same response We appreciate MrF [redacted] taking the time to provide us with the details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value MrF [redacted] ’s feedback and his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that MrF [redacted] may have experienced while attempting to resolve the aforementioned concernsIf we can be of further assistance, MrF [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at [redacted] , ext***I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina S Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her dissatisfaction with her inability to unlock her Sprint-branded device for use on another network We regret any difficulty Ms [redacted] may have experienced while attempting to unlock her noted deviceUnlocking 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 a device to allow the insertion of another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make that device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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 device unlocking is available on our website at www.sprint.com/unlock We unsuccessfully attempted to contact Ms [redacted] via telephone and e-mail on February 3, 9, and 14, 2017, to discuss her referenced concernsWe also sent a letter to her at her mailing address of record on February 15, 2017, acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our reviewUnfortunately, she has not responded We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her reported concernsIn order for us to discuss the details of her account, she must be able to authenticate her account security informationAs a result, Ms [redacted] should have her account PIN and/or the appropriate response to her pre-selected security question available when she contacts us We believe that we can amicably resolve Ms [redacted] ’s reported device concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: To Whom It May Concern,Sprint continues to leave out that their store in Wayne NJ broke my phone screen & will not accept liability for their actionsI turned in the phone with np physical damage whatsoever & the man in the store handed the phone back to me in damaged conditionI became very stressed out in the store & ended up leaving, calling sprint & having to go to another store, their corporate store in Totowa NJI have been treated with complete disrespect in regards to this matter & have no received a full resolution to the problemI feel sprint should be held 100% accountable for their actions.Thank you.-Sandra M J [redacted] Regards, Sandra J [redacted]

October 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Cristina R [redacted] Sprint Account xxxxx0382, Mario R [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, MrsCristina R [redacted] stated that on September 12, 2017, she and MrMario R***, an enduser on the account visited an authorized Sprint Retail location and purchased and activated two lines of serviceShe also stated that at the time of sale, they participated in Sprint’s Unlimited Freedom Promotion Lines for $Plus Line Free, a BOGO iPhone sale and a 50% off Samsung Galaxy Note device promotional offersMrsR [redacted] further stated that the sales representative advised them that the Unlimited Freedom Promotion Lines for $Plus Line Free promotion was available for new customers and offered to cancel MrR***’ existing account and establish a new account under MrsR [redacted] in an effort to participate in the above promotional offerMrsR [redacted] stated that on September 14, 2017, that they returned to the authorized Sprint Retail location to cancel MrR***’ account and establish a new account under her name, however, the transaction was unable to be fully processedAfterwards, MrsR [redacted] stated that she was advised that Sprint was unable to enroll the account in the Unlimited Freedom Promotion Lines for $Plus Line Free promotionTherefore, MrsR [redacted] requests for Sprint to review this matter and enroll the account in the Unlimited Freedom Promotion Lines for $Plus Line Free promotion 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 website at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that on September 12th and 14th of 2017, Mrand MrsR [redacted] visited an authorized Sprint Retail locationOn September 14, 2017, two lines of service were purchased and activated on MrsR***’ existing Sprint account with phone numbers ending in and via Sprint’s Lease programSpecifically, MrR [redacted] purchased a Moto ePlus and iPhone device associated with phone numbers and 1557, respectivelyAs such, the Moto sPlus device receives a monthly discount of $11.67, which is reflected on the September invoice Additionally, Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those optionsFurther with the Sprint Flex Lease program, qualified new and existing customers have the flexibility to lease select devices for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceFurther information regarding Sprint Leasing can be viewed on visit www.sprint.com/leaseMrand MrsR [redacted] also upgraded and purchased a Samsung Galaxy Note and iPhone devices on phone numbers ending in and via Sprint’s Lease programFurther, the iPhone device was enrolled in our BOGO program, which is reflected on the September invoice In addition, the four lines of service were enrolled in the Unlimited Freedom price plan, our customer’s estimated monthly charges are $for the first two lines and lines three through ten are $35, per lineAdditionally, each line of service is eligible for a $per line/month discount with enrollment in our Ebill and Automatic Payment programHowever, customers with a two year Service Agreement, in exchange for discounted pricing will be assessed a $Subsidized Phone charge, per applicable line of service Our records further reflect that our Customer Care management and Sales groups have spoken with Mrand MrsR [redacted] on several occasions in September and October regarding her sales and billing related concernsAs such, she was advised that her account was not eligible to participate in the Sprint’s Unlimited Freedom Promotion Lines for $Plus Line Free promotional offer, which was available to new customersHowever, MrsR***’ account elected to enroll her four lines of service in our value savings Unlimited Freedom price plan for existing account holders We appreciate MrsR [redacted] taking time to provide details of her experience with our Customer Service and Sales groupsWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that MrsR***’ concerns will be forwarded to the appropriate managerial staff for further review We spoke with MrsR [redacted] on October 16th and 17th of and relayed the information to herIn an effort to reach an amicable resolution, we offered MrsR [redacted] an adjustment totaling $towards her account balance, which is valid for daysAdditionally, she is aware that should she opt to cancel her account prior to fulfilling the Lease Agreements, that she may utilize the switching program of the new service providerMrsR [redacted] has expressed her understanding of the information that was relayed to her We regret any inconvenience these matters may have caused MrsR***If we can be of further assistance, MrsR [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somehow satisfactory to me as this is a human error and I hope process can be changed on their end so similar error cannot occur to other customers Regards, [redacted] ***

February 17, Lynn [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided by Ms***, she was advised that she could return the tablet purchased within three days if she did not wish to keep it but when she attempted to return it was informed there would be a $restocking feeAs a result, she is requesting the option to return the tablet with a waiver of the restocking fee Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsYou can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is chargedIf your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationYou are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoiceThis policy may not reflect the additional return policies of our authorized third-party dealers or retailersIn an effort to bring about an amicable resolution we agreed to accept the return of the tablet and waive the restocking feeMs [redacted] was provided a return kit, and has two weeks from the date of this letter to return the device for a waiver of the two-year service agreement We regret any inconvenience that Ms [redacted] may have experienced as a result of this matterIf you have any questions or this matter remains unresolved, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Sunday, Monday, Wednesday and Friday from 8:a.mto 5:p.m., Central Time Sincerely, Amanda Q Executive Services Analyst

March 30, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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 of [redacted] submitted on March 6, We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with receiving inaccurate information regarding a two-year Service AgreementMs [redacted] states that she was quoted a price of $199.99, plus a $mail- in-rebate for a Samsung Galaxy with a two-year Service Agreement In addition, Ms [redacted] states that she ordered an IPhone 6S device for phone line ending in [redacted] and called back on January 23, 2017, to order the Samsung Galaxy device for phone line [redacted] and was then informed to go online to request the device in question with a Two-Year Service Agreement; however, she was unable to order the device online Furthermore, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concerns Therefore, Ms [redacted] requested that Sprint review this matter and adjust his account accordinglyAccording to our records, Ms [redacted] upgraded the device associated with phone line ending in [redacted] on December 24, 2016, via Sprint’s two-year Service Agreement 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 After careful review of Ms [redacted] ’s account, we were unable to substantiate her claims indicated above As a result, no adjustments are due for this matter Please note effective January 22, 2017, the two-year Service Agreement option is longer available through Sprint Customer will have the option to purchase devices via Installment Billing, Lease or pay full retail price We regret any miscommunication Ms [redacted] may have received related to the order above In an effort to ensure a satisfactory and mutually acceptable resolution, we have agreed to apply a partial courtesy credit of $to Ms [redacted] ’s account This credit will offset part of the monthly recurring charges on the March billing statement and will appear on the April billing statement We have followwith Ms [redacted] on March 30, 2017, to relay the aforementioned information to her Ms [redacted] accepted the offer and expressed her dissatisfaction with the response We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter We appreciate Ms [redacted] for taking time to provide details of 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 Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

March 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] E [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] E***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she canceled her services in November due to coverage issues, returned her leased phone to her local Sprint store and that the representative was suppose to send her a return kit for the Airave deviceShe cited that she thought that everything was addressed, but that she received a bill in December fir $1,for Early Termination Fees (ETFs) and that a payment for said amount was drafted from her account without her consentShe is requested that refund the $1,and send her return kits for the other devices We regret any misinformation or misunderstanding that may have occurred, related to Ms***’s cancellation request and subsequent billing and payment issuesOur account records indicate that Ms [redacted] canceled services for her five lines of service by porting to another wireless provider on November 29, Our records further indicate that on December 12, 2015, that we received proof of her address that we verified to be within Sprint coverage; therefore, denying the waiver of the ETFsWe ordered a return kit for the Airave device on December and Ms [redacted] returned the lease device to her local Sprint retailer and received a $recycle credit on December 22, Thereafter, her account reflected a balance for $1,that was auto drafted on December 30, During our February 19, 2016, discussion with Ms [redacted] she confirmed that the $1,was refunded, but that her account still reflected a balance for $1,for the accelerated lease charges totaling $543.68, after the $credit and Early Termination Fees totaling $We confirmed that the LG device and Airave equipment were returned to Sprint and applied credit to offset the $Due to any possible inconvenience, we offered and applied credit to her account to offset the balance for $As a result, her canceled account now reflects a zero balance We regret any inconvenience that this matter may have causedIf we can be of any further assistance related to this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

July 11, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on June 27, We appreciate your assistance in bringing our customer’s concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the inability to receive the Bring Your Own Device (BYOD) with Unlimited Talk/Text/Data for one year promotionMr [redacted] stated he met the terms and condition as listed on the Sprint website; therefore, he ordered his SIM card for his BYOD promotion Upon receipt of the SIM card, Mr [redacted] stated he was informed he is not eligible for the BYOD promotionIn addition, Mr [redacted] advised that his previous Sprint account should have been cancelled over ten years ago when he cancelled services According to our records, on June 6, 2017, Mr [redacted] purchased a SIM card for the BYOD promotion On June 2017, Mr [redacted] completed a change of ownership for account ending in *** On June 25, 2017, Mr [redacted] contacted our Customer Care team regarding the BYOD promotion Please note for a limited time, the promotional offer for Bring your Own Device with Unlimited Talk/Text/Data at no cost for one year is available from June through July 31, 2017, with an eligible device This is a web exclusive offer for new account, porequired on an eligible BYOD phone Customer is required to have a Sprint SIM card associated with BYOD, eBill and Auto Pay In addition, customer can add up to five phone lines and each must be ported-in Based on our account review, we confirmed Mr [redacted] was informed he did not qualify for the BYOD promotion since his account was cancelled less than days ago To resolve this matter, we processed a refund of $to Mr [redacted] ’s credit card on fileWe contacted Mr [redacted] on July 11, 2017, and provided him with our resolution We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matterIf Mr [redacted] has any questions concerning the issues discussed herein, he can contact me by calling the Executive & Regulatory Services department toll-free ###-###-#### I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst