Sprint Corporation

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

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

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]

[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]

[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]

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

[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] ***

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

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

[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] ***

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

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

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

October 6, Kansas City Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Charisse PW [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsCharisse PW***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, MsW [redacted] advised that she has become aware of a Sprint account activated without her authorization or previous knowledge using her personal informationShe also advised that no one has taken action to remedy that matter for over months and that the account has affected her credit reportingMsW [redacted] requested that the account be closed and that information related to this matter be removed from her credit report We regret any misunderstanding that may have occurred related to the activation of the Sprint account referenced in MsWestin’s inquiryOur records reflect that the account was established using her personal information on August 10, 2016, but that the devices associated with that account were never activatedIn addition, we confirmed that the account was closed on September 5, 2016, due to non-usage, resulting in cancellation charges totaling $1,being assessed to the account and subsequently becoming past due We spoke with MsW [redacted] on September 26, 2017, and explained the information outlined aboveWe also assured her that we received her completed fraud packet on October 5, MsW [redacted] acknowledged that information but advised that she still needs to forward a copy of her police report to usWe invited her to submit that report to us to be forwarded to our fraud department To date, we have not yet received MsW***’s police report, and our attempts to follow up with her via telephone and e-mail on October 6, 2017, was not successfulHowever, we completed our investigation and confirmed that the referenced Sprint account established in MsW***’s name is fraudulentAs such, all necessary adjustments have been applied to negate the balance, and the account is closed We also contacted the outside collections agency and advised them to cease all further collection efforts on the noted accountThey, in turn, will request that the credit bureaus remove any negative reporting regarding this issueWe ask that MsW [redacted] allow up to days for completion of that process We regret any inconvenience this matter may have caused MsW***If we can be of further assistance with this concern, or if she would like to discuss this issue in further detail, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) J Executive Services Analyst

September 27, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** 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 his inquiry, Mr [redacted] stated that he upgraded his devices at Costco and that he advised the representative that he did not want to change his service plan He further stated the Costco representative advised him that no changes would be made to his account, and that only his devices installment billing charges would be added and that his monthly bill would be around $ Moreover, he stated that his next bill was over $and he thought that this was a billing error and that it would be corrected; however, his subsequent bill’s charges were almost $ Further, Mr [redacted] stated that one of our representatives offered him a $credit, but he declined the offer because he wanted his disputed charges credited in full and his service plan corrected He also stated that he contacted our Customer Care department again and was offered a $100, which was equivalent to a $credit per line of service He stated that although he accepted the offer, the credit was not applied to his account And last, Mr [redacted] described an unfavorable customer service experience during his attempts to resolve his billing issue As a result, Mr [redacted] requested a refund for his devices charges and his payments We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s billing Our records reflect that his service plan was changed to our Unlimited Freedom plan on two of lines of service in the middle of his billing cycle, which resulted in proration and some incorrect plan setup charges Our records further reflect his service plan issue was corrected on July 12, In addition, our records reflect that his account was credited $to offset a portion of the prorated charges and this credit is reflected on his June invoice Further, our records reflect that on August 11, 2017, credits totaling $were applied to his account to offset the July incorrect billing charges and this credit is reflected on his September invoiceAnd last, our records reflect that Mr [redacted] did not receive the previously noted $credit because he previously declined the offer During our conversation with Mr [redacted] on September 27, 2017, we provided the information detailed above Mr [redacted] stated that he understood; however, he stated he did not previously decline the $credit offer We advised him that the plan he has is the lowest price unlimited family plan that we haveWe advised him that upon our account review he was not fully credited for the incorrect plan set up As a result, we applied credits totaling $to his account to offset his disputed charges We further advised him if he enrolls his account in our automatic payment program, he will receive a $credit per line of service Moreover, in an effort to reach an amicable resolution, and due to any possible misunderstanding regarding the cost of his monthly service charges, we offered him a one-time account credit of $240, which is equivalent to a $credit per month for monthsHe accepted our offer and stated he was satisfied with our resolutionWe also informed him that despite having a credit balance, he will still need to remit a payment for his device’s installment billing charges As a result of the outlined actions taken, we believe this matter has been fully addressed and resolved We appreciate Mr [redacted] ’s taking time to provide details of his 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 If we can be of further assistance with these concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

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

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

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] on behalf of the account holder, Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] is disputing a call to Germany placed on her phone number ending [redacted] on April 10, She states that she disputed the charges with our customer service representatives and received credit for one-half of the charges, but she is seeking full credit Ms [redacted] stated that she is also requesting an account credit for her time related to this matter We reviewed Mr***’s account and confirmed the call to Germany placed on April 10, 2017, was minutes in length Our fraud team reviewed the account for possible network fraud and determined the call was made using the Sprint network from phone number ending *** There was not a phone number change, device swap, or any other indications of fraud on the account or phone number As a result, we were unable to identify a Sprint error regarding this matter and determined that the disputed charge is valid and payable to Sprint We spoke with Mr [redacted] on May 30, 2017, and outlined our aforementioned findings to him We further confirmed that our customer service representative previously confirmed the validity of the noted call as well; however, as a gesture of goodwill, we issued credit for one-half of the disputed charge on May 11, Although Sprint has determined that the charges for the call in question is valid, in an effort to bring closure to the matter for a long time and valued customer, we issued credit for the remaining balance of the $charge on May 30, As a result, full credit has been applied for the dispute international call While we appreciate Ms***’s bringing this matter to our attention, we respectfully decline her request for additional credit to compensate her for her timeIf Mror Ms [redacted] has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst

September 8, Revdex.comWard Parkway, Suite 401Kansas 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 inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to address a billing dispute, citing that we assessed equipment insurance option charges to his account for a device that was not eligible for that coverage Although he acknowledged that the matter has been rectified, he requested that we credit his account for the cost of that coverage previously assessed to his account We appreciate Mr***’ taking time to provide details of his experience with our retail 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 possible misunderstanding that may have occurred regarding our equipment insurance options for Mr***’ referenced Apple iPhone device Our records reflect that he activated that device in December At that time, customers with iPhone devices were not eligible for our Total Equipment Protection (TEP) device insurance option and were, therefore, invited to subscribe to AppleCare equipment coverage We expanded TEP coverage to include iPhone devices in January 2013; however, customers cannot have both AppleCare and TEP on the same deviceDuring our September 1, 2016, discussion with Mr***, we explained the details outlined above We also confirmed with him that he ended his AppleCare coverage and subscribed to our TEP option for his device effective November 20, 2013, and that we were unable to identify any billing issues with his device coverage options As such, we respectfully declined his credit request Mr [redacted] indicated satisfaction with our review and responseWe appreciate having had the opportunity to address Mr***’ reported concerns If we can be of further assistance with these concerns, he can contact me directly by calling our department toll-free at ###-###-####, ext*** I am available Monday through Wednesday and Friday, between a.mand p.m., Central TimeSincerely, Linda W.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