Sprint Corporation

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives during her attempts to address a promotional and billing concern, stating that there is still an outstanding balance reflected on the referenced account although she canceled her lines of service on April 29, 2017, and returned her devices within the 14-day Satisfaction Guarantee return policy timeframeShe requested that we apply credit to her account to offset the outstanding balance We appreciate Ms***’s taking the time to provide us with the details of her experiences with our 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 this input to improve our training and processes We regret any misunderstanding that may have occurred related to Ms***’s Sprint billingAfter reviewing our records, we verified that the devices were returned within the Satisfaction Guarantee return policy timeframe; therefore, we applied credits totaling $to her account to offset the outstanding balanceAs a result, her account is now in canceled status with a zero balance, and no additional payment is due During our September 22, 2017, conversation with Ms***, we provided the referenced informationWe are pleased to inform you that she accepted our response and is satisfied with the actions that were taken on her account If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, he purchased a new device online in November and was offered a $Loyalty credit that has not yet been applied In addition, the new device he purchased has now malfunctioned and he would like a new device sent to him We regret any inconvenience this matter has caused Mr [redacted] We contacted Mr [redacted] and spoke with his wife We explained that she does not subscribe to Total Equipment Protection, therefore, a replacement device facilitated by Sprint will result in a $Service and Repair Fee; otherwise, she has the option to facilitate the repair or replacement directly through the equipment manufacturer Ms [redacted] elected to obtain the replacement through Sprint and as a one-time, goodwill gesture we reduced the $charge to $by applying a $goodwill credit to her accountHer new replacement HTC Bolt should arrive in three to five business days Please note that Ms [redacted] will has days from receipt of her new device to return her defective device to Sprint to avoid a non-return equipment charge We also recommended that going forward, she add TEP to the line so that she will have the benefit of the TEP option on equipment-related matters moving forward Our records indicate that Mr [redacted] ’s service plan is already deeply discounted and the $Loyalty credit offer is not combinable with his current service plan However, because the offer was extended to Mr [redacted] in error on line during the checkout process, we have honored the offer by applying a $lump sum credit to his account ($10Xmonths) Ms [redacted] expressed satisfaction with the actions taken We apologize for any inconvenience this matter may have caused the [redacted] s If they have any further questions, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Sprint account XXXXX*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with billing Ms [redacted] stated that she is being assessed equipment charges for devices she returned to her local sprint store She also noted that she called to inquire about the billing and was never advised that she could forward a copy of the receipt to have the issue reviewed Ms [redacted] requested that the charges be removed and that she be removed from collections, and any negative reporting removed We contacted Ms [redacted] on July 12, 2017, and requested that she forward a copy of the receipt for the returned devices, which she did In an effort to resolve the matter, based on that documentation, we removed all End of Lease equipment charges from Ms***’s Sprint account totaling $ After the removal of the equipment charges, Ms***’s Sprint account was left with a remaining balance of $for services rendered during the bill cycle date March 27, through April 26, Although we deem the charges to be valid, as a courtesy, we applied an additional credit of $to offset those charges As a result of the credits of $applied to Ms***’s Sprint account the account is closed and reflects a zero balanceAll negative reporting will cease within days We appreciate Ms***’s taking the time to provide us with the details of her concerns Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If we may be of further assistance with 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 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

February 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s inquiry, she is experiencing service-related issues inside her home since her account was establishedMs [redacted] indicates that the issues are currently unresolved and she would like to turn in her leased devices and obtain service with a new provider We regret the circumstances that prompted Ms [redacted] ’s complaintWe reviewed the coverage in Ms [redacted] ’s area and note that the closest tower to her residence is roughly miles awayAs a result of the proximity between the tower and her residence, indoor services may be impactedHowever, we note that Ms [redacted] advised us that her husband’s iPhone doesn’t appear to exhibit the data connectivity issues that she experiencedAs a result, we agreed to cancel Ms [redacted] ’s existing lease for her line ending and accept the return of the device so that Ms [redacted] can obtain a new lease for an iPhone deviceMs [redacted] activated a new iPhone on February 19, 2016, and advised that the service issues are now resolved We apologize for any inconvenience Ms [redacted] may have experienced as a result of this matterShould Ms [redacted] have any further questions, she can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time Sincerely, April Jensen 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 not necessarily satisfactory to me I asked for they're unlimited data at the 1/price plan I was offered and was turned downThe only resolution they were willing to offer was the $refund in overage chargesWhat I feel would have been fair would be the 20GB plan with no extra cost to meI was turned down againMy monthly bill is still higher than what was recommended to me from the Sprint salesman and is way more than what I was expecting when I signed onThere are other plans that are far more reasonable than what Sprint has to offerNot a happy customer 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 Regards, [redacted] I appreciate Sprints immediate response to the Revdex.comAfter days of individual attempts by phone/mail/in person and by computer I was unsuccessful on my ownI am satisfied with the resolution and I appreciate the Revdex.com assistance in this matterIt was much neededJust another reminder for SPRINTMy maiden name was ***I was married years ago and my current last name is [redacted] But I will address that with them again at the next billing cycleI appreciate Sprints final response and I very much enjoyed working with Stan and Ron at the very endThey are wonderful representatives of the company and were very sensitive to my needs and my urgency.Thank you Again[redacted] N [redacted]

April 4, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [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 review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that she visited one of our retail stores in December to inquire about changing her service plan to an unlimited plan She states that she was informed by our representative that her plan could be changed to the Everything Data minute plan, and the update would occur within hours Ms [redacted] states that the plan was not changed and she subsequently incurred overage charges She further states that she has attempted to resolve her service plan, billing, and overage concerns, by speaking with our Customer Care representatives, but she notes that the credits she stated she was to receive have not been applied to her account As a result, she is requesting that this matter be reviewedWe appreciate your bringing our customers’ concerns to our attention We received email correspondence from Ms [redacted] stating that the matter is resolved Based on a review of our records we determined that Ms [redacted] was able to speak with one of our Customer Care representatives, and as a result of this conversation, a credit was applied to her account to offset the disputed overage and prorated charges The amount credited is not the total charge incurred of $308.70, as reflected on her February invoice, because the remaining difference is for valid service charges We appreciate Ms***’s taking the time to provide us with the details of her experience with our retail store representatives We are continually striving to improve the quality of service provided to our customer’s Please be assured that we value customer feedback and we will utilize this information in our training and processes We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concerns 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 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:Sprint called me on April due to an error on their endThe agent that was to send the return kits out never didTherefore I was not able to send the phones backI am still not satisfied with paying any lease agreement feesMy years of service doesn't mean anything to this companyI asked for this to be waived and the analyst refused 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 Regards, Kay [redacted]

June 8, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the device sent to her as replacement for her malfunctioning Samsung Galaxy Note gigabyte device, advising that it is of lesser value and has includes less memory capability than her original equipment Because she has been unable to resolve that concern with our representatives, Ms [redacted] requested that we provide a replacement device of the same model and memory capability as her original device, another device model with a more-comparable value and memory capability, or account credit commensurate with the lower cost value of the equipment sent to her We regret any possible misunderstanding that may have occurred regarding the replacement of Ms [redacted] ’s malfunctioning Samsung device, as well as any delay in addressing that concern During our June 8, 2017, conversation with Ms [redacted] , she advised that she returned the replacement Samsung Galaxy SEdge device and elected to file a claim to have her original device replaced by our Total Equipment Protection (TEP) vendor, Asurion, pursuant to the terms of her optional TEP coverage We also confirmed that, prior to our contact, she spoke with a member of our specialized escalation team on May 31, 2017, who, as a courtesy, applied a $credit to her Sprint account to offset a portion of the required $TEP deductible Based on additional information Ms [redacted] provided during our interaction with her, we applied an additional $credit to her account to offset the remaining amount of the deductible Ms [redacted] expressed her satisfaction with our actions and resolution We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our technical 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 that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Twana T Executive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Suzzana [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsSuzzana [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In MsA***’s inquiry, she expressed her dissatisfaction with receiving a billing statement from Sprint reflecting a past-due account balance and with our referring that information to an outside agency for collections, advising that her account balance was paid in full She requested that we remove information related to her Sprint account from collections and from her credit report We regret the circumstances that led to MsA***’s decision to terminate her Sprint services, as well as any misunderstanding that may have occurred related to her account billing Our records reflect that MsA [redacted] remitted a $payment at one of our retail locations on July 8, However, that payment left a remaining balance due of $ Our records further reflect that she requested the cancellation of her services at that time, and that her services were set to cancel at the end of her then-current billing cycle, July 14, Because we did not receive payment for MsA***’s final month’s service charges, we assessed a late payment fee to her account, leading to her disputed balance due of $148.31, as reflected on her September invoice In addition, because that amount remained unpaid, information related to her past-due account balance was forwarded to an outside agency for collection, pursuant to out Terms and Conditions of Service We spoke with MsA [redacted] on September 29, 2017, and explained the information outlined above MsA [redacted] reiterated her dispute of her noted account balance and stated that her device was not functioning for her final month of service We verified that there was no usage of her services for her final month of account activity, and applied credits totaling $to her account to offset past-due balance amount in full, leaving her account in closed status with a zero balanceWe also assured her that no information regarding this matter has been reported to the credit bureaus MsA [redacted] indicated her satisfaction with our response We regret any inconvenience MsA [redacted] may have experienced as a result of this matter, as well as the loss of her business If we can be of further assistance with this concern, MsA [redacted] can contact me directly by calling the Sprint Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] 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:We decide to or I should say Sprint has given me a free month of service and I have agreed to accept that and I am happy with that decision 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]

January 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he returned his leased iPhone via UPS and the device was lost He stated that he was advised that the issue would be investigated and the end of lease purchase option price would be credited back to his account, however, as of today the charge has not been removed He is requesting to have the end of lease purchase option price that was billed to his account for the iPhone he returned removed We contacted Mr [redacted] on January 9, 2017, and he confirmed that he contacted our Customer Care department and a credit was applied to his account on January 8, 2017, and his issue is resolved We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

November 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, Serkan S*** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MrSerkan S*** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to MrS***’s contacting your agency once again In his rebuttal, MrS [redacted] reiterated his dispute of equipment charges assessed to his Sprint account We regret any remaining misunderstanding that exist related to MrS***’s Sprint billing However, as outlined in our October 27, 2017, response to his previous filing, our records reflect that MrS [redacted] established his services with Sprint on April 18, 2017, and that, at that time, he accepted 18-month equipment lease agreements for his four iPhone devices Unfortunately, however, an inadvertent keying error at the point of sale caused the requested monthly device promotion credits of $for three of his lines of service to not process to his account properly Our records further reflect that MrS [redacted] ported his four mobile numbers from Sprint to another carrier on October 9, Because MrS [redacted] took that action prior to the satisfaction of his four accepted equipment lease agreements, we assessed lease cancellation and Device Purchase Option charges totaling $2,to his account, pursuant to the terms of those agreementsWe initially spoke with MrS [redacted] on October 13, 2017, and explained the information outlined above We also informed him that we applied credits totaling $to his closed account to offset an amount equivalent to the missed promotional credits for his three lines for the five months his services were active with us and a $service reconnection fee, leaving an adjusted balance due of $2,for his above-referenced lease cancellation and Device Purchase Option charges, which are unrelated to his dispute Unfortunately, our attempts to follow up with MrS [redacted] via telephone and e-mail on November 2, 6, and 7, 2017, to discuss his remaining equipment billing concerns were unsuccessful We also sent a letter to him at his billing address of record on November 6, 2017, acknowledging our receipt of his rebuttal and inviting him to contact us for further assistance To date, we have not received any response from himWe regret that MrS [redacted] may not agree with our response to his inquiry We believe that we have fully addressed his reported concerns; however, if we can be of further assistance with this matter, or if MrS [redacted] would like to provide additional information for our consideration, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central TimeSincerely, Leland (Bud) J.Executive Services Analyst

September 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Richard [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received in her inquiry, Mr [redacted] states that he is dissatisfied with service levels in his local calling area He is requesting further information regarding coverage levels in the local calling areaAdditionally, he is dissatisfied with his payment arrangement options on his account and billing for services We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers As stated in our Terms and Condition of Service, coverage is not available everywhere and varies Our coverage maps provide high level estimates of our coverage areas when using services outdoors under optimal conditions Coverage and service speeds are not guaranteed Coverage is subject to change without notice Additional information regarding our services and coverage maps may be viewed on our web site at www.sprint.com Our research into this matter determined that our network serving the area near Mr [redacted] ’s complaint address was operating within parameters during the time he stated that he experienced poor serviceHowever, we have marked the location for our network engineers to review for possible future enhancements We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, payment is due as stated on your bill We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements if available However, not all payment arrangement requests can be honored We have reviewed Mr [redacted] ’s account and recent communications to Sprint Our records reflect that we have worked with Mr [redacted] on multiple occasions in an effort to bring his account current and our records reflect we previously notified him that his account balance was past due In addition, we previously explained that we may at any time, based on usage history, withdraw or change services, or place limits or conditions on the use of our services We have attempted to reach Mr [redacted] on September 13, 15, and 18, 2017, and mailed a letter to his address on file requesting that he contact us to discuss his concerns, but have received no response We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account Mr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account As a result, we want to advise Mr [redacted] to have his PIN and security information available when he contacts us We regret any inconvenience that these matters may have caused Mr [redacted] If I can be of further assistance, he can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[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: (1) I have brought my phone to have a Sprint rep take a look at it about different times and each time they told me there were no viruses and is working fineIf that is the case, then the Sprint network is faulty and therefore they should be either willing to pay for current repair on my phone that is not working at this time or replace it(2) My phone was still under warranty when the problems began up until it completely stopped working over a month ago on February 5th so I don't appreciate them claiming that it wasn't under warrantyIt was under warranty because I bought my phone on March 7th, (3) When I went into the Sprint Store to have them take a look and run a diagnostic on my phone, none of their reps told me that it was under warranty and I should send it to SamsungI just learned it when my phone stopped working and I did a google searchHad I known much sooner when I began having problems with it, I would have sent it in immediately and perhaps would have gotten a replacement due to a manufacturing defect or damageBut I didn't know it was under warranty, and therefore didn't do anything about it and tolerated the bad experience I had with the phone until recently when it stopped working on February 5th where it went completely blank and therefore, couldn't access anything (texts, emails, apps, make a call) on my phone anymoreBased on the horrible service I have received from Sprint, I will be switching carriers this week, along with many thousands of people who are switching back to [redacted] (the best service), [redacted] or [redacted] Sprint is absolutely the worst carrier and I haven't yet met a person who likes them Regards, [redacted] ***

October 6, 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 complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’ complaint, she recently received a Samsung Note device as replacement to the Samsung Note Edge she previously purchased Ms [redacted] advised that she believes the Note was a downgrade for her Note Edge and she is seeking a comparable replacementWe regret the circumstances that prompted Ms [redacted] ’ complaint We contacted Ms [redacted] and explained that the Samsung Note is comparable in quality and features to the Samsung Note Edge Nonetheless, because the replacement Samsung Note was not functioning properly, we partnered with the local service and repair center, which provided Ms [redacted] with an iPhone 6s as replacement to the Note at no additional charge Ms [redacted] confirmed satisfaction with the replacement device Accordingly, Sprint considers this matter fully addressed and resolved We appreciate Ms [redacted] for being a loyal Sprint customer If she needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central TimeSincerely, April [redacted] Executive Services Analyst

June 29, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she received a promotional offer to upgrade to a new Samsung SdeviceHowever, when she called in to inquire about the offer, she was advised that the offer had expired Additionally, she expressed her dissatisfaction with the level of service she received from our customer service representatives As a result, she is requesting information on when the promotional offer will be available again to upgrade to the Samsung Sdevice In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In 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 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 options Customers can determine their upgrade status at any time by visiting sprint.com/upgrade During our conversation with Ms [redacted] on June 22, 2017, we explained that our records reflect that the promotional offer she received to get $off a new device is still available We requested that Ms [redacted] visit her local Sprint Retail location to review available upgrade options and devices Ms [redacted] can contact me if she decides to upgrade, and I can apply the $as a bill credit Please note the bill credit may take two to three billing periods to award after the upgrade This offer is valid for a period of days from the date of this response We appreciate Ms [redacted] for taking the time to provide us with her feedback regarding her experience with our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for review We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 8:a.mand 4:p.m., Central TimeSincerely, Jennifer FJennifer F.Executive Services Analyst

May 17, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention Based on the information provided, Ms [redacted] states that when she added wireless phone line (xxx) xxx- [redacted] to her account on April 11, 2016, she believed that her bill would only increase by two dollars; however, her bill has increased over $ As a result, she is requesting that the additional charges be removed, and we credit her account for the disputed charges incurred We apologize for any miscommunication she may have received regarding the lease option and Phone Access Charges billed on the account During our conversation with Ms [redacted] on May 16, 2016, we confirmed that her current service plan bills a $Phone Access Charge per line; therefore, when she added wireless line ending ***, her bill was increased by $ Additionally, she added the Total Equipment Protection (TEP) program to the wireless lines ending [redacted] that bill at $per month She also added two lease agreements which are active on the lines ending [redacted] and [redacted] that bill a total of $monthly We confirmed that the lease agreements associated with wireless lines ending [redacted] and [redacted] qualify for a $buy one get one free promotional credit With the promotional credit, Ms [redacted] will be paying $a month for the lease agreement on the line ending *** The Sprint Buy One Get One promotion credit for wireless line ending [redacted] is offered for months from the date of activation Although, Sprint has been unable to confirm a billing error regarding this matter, as a demonstration of our commitment to excellence, and due to any possible miscommunication that may have occurred related to this matter, we applied credits totaling $to the account on May 16, 2016, to offset the $phone access fee for wireless line ending [redacted] for the term of the month lease agreementMs [redacted] expressed her satisfaction with this resolution Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training processes We regret any inconvenience that this matter may have caused If I can be of further assistance, Ms [redacted] can contact the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central TimeSincerely, [redacted] Executive Services Analyst

January 11, 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: We appreciate your assistance in bringing the concern of Mr [redacted] to our attention We apologize for any inconvenience that he may have experienced in this matter In his inquiry, Mr [redacted] indicates that per our Buyout promotion, he anticipated receiving a reward card to offset his previous carrier’s device cancellation charge when he ported his phone number to Sprint As a result, he is requesting the reward card He expresses his dissatisfaction with the level of customer service he received when he attempted to resolve his concerns We reviewed the account records in regard to the above-referenced concern and confirmed that the Buyout Reward Card has previously been sent to him Mr [redacted] subsequently confirmed with us that he received the Reward Card We appreciate Mr [redacted] for taking the ***e to provide us with the details of his customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If Mr [redacted] needs further assistance with 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 ***e Sincerely, Patricia SExecutive Services Analyst