Sprint Corporation

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

February 17, Revdex.comWard Parkway, Suite 401Kansas 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 complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that she was recently notified of an outstanding debt with Sprint by the outside collection agency, Diversified Consultants Ms [redacted] further stated that the account was not established with her personal identifiers, due to being the end-user on the account and the name on the account was erroneously changed As a result, Ms [redacted] requested that Sprint review this matter, correct the name on the account and remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’ complaintDuring our conversation with Ms [redacted] on February 13, 2017, we apologized for any inconvenience she may have experienced as a result of this issue Further, we advised her that we confirmed the name on the account was inadvertently changed and the account is no longer associated with her nameWe updated the name on the account and Ms [redacted] accepted the resolution Additionally, we have contacted the outside collections agency, Diversified Consultants and requested that further collection efforts against Ms [redacted] be discontinued They will then update the credit bureaus to remove any negative reporting regarding this issue Please allow up to days for completion of this process If I may be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

March 15, 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 1, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to cancel her account as well as receiving monthly billing statementsMs [redacted] further stated that she has attempted to cancel her account since September 2016, upon establishing service with another wireless service provider, without successHowever, Ms [redacted] requested that Sprint review this matter and process a refund to her accordingly Sprint has reviewed Ms [redacted] ’s complaint We attempted to contact the account holder, Ms [redacted] on March 3, 2017; however, we spoke with Mr [redacted] During that call, Mr [redacted] provided the account number for further reviewWe advised Mr [redacted] that we would review the account and follwith him accordinglyFurthermore, we advised Mr [redacted] that he would be required to authenticate the account at that time Please be advised that our records do not indicate that we received a cancellation request from Ms [redacted] in September Upon further review of the account, we confirmed that Mr [redacted] contacted our Customer Care group on February 26, 2017, to request the cancellation of the account on behalf of the account holder, Ms [redacted] since she no longer utilized service with SprintOur records indicate that the account was cancelled on March 1, Presently, the account is closed with a valid outstanding balance, of which Ms [redacted] is responsible for Based on our account review, we must respectfully deny her request to approve and process a refund to her accordingly Since our initial conversation, we followwith Mr [redacted] on March 7, 2017, to further discuss this matter; however, Mr [redacted] was unable to authenticate the accountPlease note that Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist Mr [redacted] with the concerns raised in their complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience 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 Analys

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Martha G [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: We appreciate your assistance in bringing the concern of MsMartha G [redacted] to our attention once more We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, MsG [redacted] indicates that she never set up the Sprint account As a result, she disputes the Sprint account and requests that Sprint provide her a copy of the agreements During our discussion with MsG [redacted] on April 13, 2017, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested However, we were able to confirm MsG [redacted] visited her local Sprint service center, and we were able to confirm fraudulent activity occurred on account ending in We determined that MsG***’s daughter established the lease agreements on her account on July 1, We also confirmed that she accepted our lease option on July 1, 2016, and that she confirmed her agreement of the monthly payments by her signature on fileAlthough her daughter is an authorized user on MsG***’s account, she was not authorized to lease the devices As a result, to address this matter, we have confirmed receipt of MsG***’s Ntelos devices and her Sprint iPhone device for wireless line ending Therefore, in an effort to amicably resolve this matter, we will be cancelling wireless line of service ending We will also be cancelling the lease agreements for wireless lines ending and Credits will be applied to MsG***’s account to negate the fraudulent cancellation and accelerated charges incurred within the next days MsG [redacted] has elected to keep her wireless telephone ending active and expressed her satisfaction with the handling of this matter We appreciate MsG [redacted] taking the time to provide us with the details of her customer service experience 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 If I can be of further assistance with this matter, MsG [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll free at 1-855-848-3280, extension I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive 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

May 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the subsequent rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] advised the Revdex.com that she would contact our office to discuss her reported concerns Effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 device With a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease We regret any misinformation and or misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing However, our records reflect that the disputed charges are the result of her having canceled two of her lines of service on February and February 27, Because Ms [redacted] took those actions prior to the satisfaction of her device lease and installment billing (IB) agreements she accepted for the equipment associated with the lines ending in [redacted] and [redacted] in September and December 2016, we accelerated her lease and IB pay-off balances and assessed those amounts, totaling $to her account, pursuant to the terms of her agreements Those charges include equipment purchase charges of $for the lost/stolen Apple iPhone device, associated with the line ending in [redacted] that was not returned to Sprint and the unpaid lease balance of $plus applicable taxes and surcharges During our discussion with Ms [redacted] on May 2, 2017, we advised her that her account currently reflects a balance of $686.93, after she received two $monthly service credits reflected on the March and April invoices, as previously offered and accepted on February 15, 2017; not including billed late fees Ms [redacted] indicated her understanding of the information provided but continued to dispute the charges, stating that we did not honor her cancellation request for the line ending in [redacted] in the summer of and that when she returned the Apple iPhone device associated with the line ending in ***, she was told that she was done with Sprint Respectfully, we explained that she was done from a service perspective after she canceled, but that she was still financially responsible for the account balance Although we were unable to confirm any billing error related to her account charges, we verified that she returned one of the referenced devices, outside of the Day Return Period, to one of our store locations on February 25, 2017, and received a $buyback credit Further, we confirmed that the store applied credit to the account to offset the $purchase charge assessed for the device reported as lost/stolen, although it is a valid chargeIn an effort to further assist Ms [redacted] with the disputed charges, we offered and applied credits totaling $to the account to offset the pay-off balance for the returned device and the $Reconnection Fee, which she accepted We actually applied credits totaling $to the account, offsetting the full cost of $for the returned device, thus using the buyback credit she received as a payment towards the balance owed As a result, we advised Ms [redacted] that the balance of $is valid, pursuant to the terms outlined in her equipment lease agreements We regret any inconvenience this matter may have caused Ms [redacted] and the loss of her business If we can be of further assistance related to this issue, she 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

[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] ***

August 10, 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-noted inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed the length of time taken for us to honor the terms of a recent promotion, advising that he has not yet received promised promotional gift cards owed to him for equipment from his previous service provider that he surrendered to us when he established Sprint services in January He requested that we provide that promotional reimbursement promptly We regret any misunderstanding that may have occurred related to the terms of our referenced Contract Buy Out and $port in credit promotionOur records reflect that Mr [redacted] established two lines of Sprint services on January 26, 2017, and surrendered to us two devices associated with his previous carrier’s service at that time, as required by the terms of the referenced Contract Buy Out promotionOur records further reflect that he registered for that promotion on our website but that an inadvertent keying error caused his registration to not properly process to his Sprint account We forwarded Mr [redacted] ’s dispute to our promotional fulfillment team and confirmed that, based on additional review, prepaid gift cards totaling $were sent to Mr [redacted] at his address on file on April 10, We further identified that Mr [redacted] terminated his Sprint services by porting his two mobile numbers from our network to another carrier effective May 6, 2017, and that, because he took that action prior to the satisfaction of his two corresponding device lease agreements and did not return his leased equipment to us, his account was closed with a final balance due of $ We spoke with Mr [redacted] on July 11, 2017, and explained the information outlined aboveAlthough we were unable to identify any error on the part of Sprint related to his dispute of those equipment charges, we applied credits totaling $to his account to offset the lease cancellation charges, leaving his account in closed status with a final balance of $Mr [redacted] indicated his satisfaction with our resolution We regret any inconvenience this matter may have caused Mr [redacted] , as well as the loss of his businessIf we can be of further assistance with this concern, Mr [redacted] can contact me by calling our Executive & 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

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] D [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] D [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the performance of his Sprint device and with our declining to replace that equipment without a fee He requested that we replace his device free of charge We regret any difficulty Mr [redacted] may have experienced with the use of his noted deviceAll new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their deivces against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty Unfortunately, our records reflect that Mr [redacted] does not subscribe to TEP However, he is welcome to take his malfunctioning device to one of our service and repair locations, where our technicians can evaluate his equipment and determine if it is eligible for repair or exchange There will be a $fee for each repair, $for cracked screen repair, and up to a $fee for each device exchange Replacement equipment may be remanufactured and of a comparable model with similar features as the original device, and some devices may not be eligible for in-store service If the device is not deemed repairable by the Sprint service and repair center staff, the customer will need to replacement his or her device through some other means We spoke with Mr [redacted] on July 21, 2017, and explained the information outlined aboveMr [redacted] stated his belief that had TEP coverage and stated that was informed by our representatives that we would replace his device for free He also stated that he had already visited a Sprint service and repair center and was informed that his device is defective; however, he declined to take action at that time because of the referenced fee We again confirmed with Mr [redacted] that his line of service was not enrolled in our TEP option and, as a result, the disputed fee is valid However, due to any possible misinformation that may have been provided to him regarding his device replacement options, we offered to replace his iPhone 7S 256GB device free of charge, contingent upon his enrolling in our TEP option Mr [redacted] accepted our offer, and we added the TEP option to his referenced line of service effective August 4, 2017, the start of his next bill cycle We also ordered a new device of the same model he currently has and billed $to his account for that device During our July 25, 2017, follconversation with him, we informed Mr [redacted] that, once we receive his current device back into our possession in the prepaid shipping package being sent to him, we will apply a credit to offset that charge in full Mr [redacted] should receive his new device within three to five business daysMr [redacted] indicated his satisfaction with our resolution to his reported concerns We sent the above-noted prepaid shipping materials to Mr [redacted] to facilitate the return of his current device to us He is aware that we need to receive that equipment at our warehouse within ten days of the activation to provide the promised account credit We regret any inconvenience this issue may have caused Mr [redacted] If we can be of further assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *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 19, 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 Mr [redacted] [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service received from our representatives during attempts to address his rate plan and billing concerns, citing that the charges are higher than he expected and that he was given incorrect information prior to establishing service with us and after contacting our Customer Care departmentHe requested that we provide an explanation of the charges and waive the monthly subsidized charge on future invoices as promised We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our third-party store and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We further regret any misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing and policy concernsDuring our January 18, 2017, conversation with him, we explained that an additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on phone lines with the $Unlimited rate plan; therefore, the charges are validCustomers can find the full details of this plan as well as all of our current plans at www.sprint.com Mr [redacted] indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his current rate plan and two-year Service Agreement at one of our third-party stores and via our Customer Care departmentTherefore, due to any miscommunication that may have occurred, and in an effort to reach an amicable resolution, we offered to apply one-time credits totaling $to Mr [redacted] ’s account regarding this matter, as well as offset the subsidized charges and late fee that are reflected on his December 17, 2016, and January 17, 2017, invoicesThose credits will be reflected on his next invoice We are pleased to inform you that Mr [redacted] accepted our resolution offerIf we can be of further assistance regarding these matters, he 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

Tell us why hereSeptember 25, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her rebuttal, Ms [redacted] expressed her dissatisfaction to our response to her previous filing stating that she declined our $credit offer and she already sent her payment Further, Ms [redacted] stated that crediting her account would not benefit her During our discussion with Ms [redacted] on September 25, 2017, we attempted once again to discuss Ms [redacted] ’s outstanding account concerns At that time, Ms [redacted] stated that she would like to record her call with our office before speaking with us Because we respectfully declined her request to record our call, we will provide our response to her follow up inquiry in writing As we advised in our response to Ms [redacted] ’s initial filing, we confirmed that her unpaid balance is valid and payable to Sprint for services provided Further, we do not have record of receiving her final payment Although we were unable to identity a Sprint billing error, as a final offer to bring closure to this matter, we can apply $account credit, which is one-half of her unpaid balance Our offer is available for days from today’s date and represents our final position If we can be of further assistance with this concern, or if Ms [redacted] would like to accept our offer, she 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, Minnie SExecutive Services Analyst

May 5, 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 rebuttal of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms [redacted] to contact your office once again In the additional information provided, Ms [redacted] stated her issue has not been resolved She further advised that she is still being billed for the monthly installment on the IPhone she sent back We regret any frustration that Ms [redacted] may have experienced regarding her device billing concernsWe attempted to contact Ms [redacted] via the e-mail provided, [redacted] on May 2, 4, and 5, 2017, to discuss her complaint in detail, but we were unable to reach her Our records reflect Ms [redacted] had lease agreement [redacted] for an iPhone 16GB Gold, and lease [redacted] for an iPhone 16GB SilverMs [redacted] upgraded the lease [redacted] to an iPhone 32GB Black on September 28, We sent her the return kit to send back her iPhone 16GB GoldWe received the iPhone 16GB Silver instead of the Gold on October 16, Since the agreement for the gold iPhone was already cancelled when the upgrade was done, it cannot be resumedThe agreement for the iPhone 16GB silver is still active, as the wrong color was returned by Ms***We confirmed Ms [redacted] is only being billed for two devices: an iPhone 16GB, and an iPhone 32GB We regret any frustration this matter may have caused and look forward to hearing back from Ms [redacted] to address and resolve her concerns If Ms [redacted] would like to further discuss these matters, she can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [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 assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with our not honoring the terms of a recent equipment promotion, advising that monthly equipment credits of $are not awarding to her account as offered Ms [redacted] requested that we provide the offered credits for the leased devices or that we allow her to cancel her Sprint services with no termination charges We regret any misunderstanding that may have occurred regarding our referenced device promotion and Ms [redacted] ’s equipment chargesOur records reflect that she upgraded the device for her noted line of service on December 18, 2016, to an iPhone Plus device for which she accepted a 17-month device lease agreement However, her chosen device model was not included in the referenced equipment promotion, leading to the requested monthly credits not awarding to her Sprint account Our records also reflect that Ms [redacted] contacted our Customer Care department on multiple occasions during the past months to inquire about her promotional credit and that our representatives have applied credits to offset each of the missed $since her equipment upgradeHowever, although we regret the delay in fully addressing Ms [redacted] ’s dispute, our records further reflect that representatives of our Customer Care department correctly informed Ms [redacted] on September 12, 2017, that she did not qualify for the promotion and that no further credits for this matter would be awarded We spoke with Ms [redacted] on September 19, 2017, and explained the information outlined above She indicated her understanding of that information but reiterated her dissatisfaction with the length of time taken for us to provide those details to herAs a courtesy, we applied service credits totaling $to her account to offset an amount equivalent to the value of the referenced promotion for the eight months remaining in her equipment leaseWe informed Ms [redacted] that the credits will apply to her service and not to her device leases, which must be paid each month to prevent becoming past-due Ms [redacted] indicated her understanding of that information and her satisfaction with our actions We regret any inconvenience this issue may have caused Ms [redacted] If we can be further assistance with this matter, she can contact me directly by calling our Executive & 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

October 6, Revdex.com Ward [redacted] , 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 of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service that he received while attempting to address his device concerns Therefore, he is requesting an apology from the Sprint employees he dealt with, and to have his device repaired or replaced by Sprint without him having to manually transfer his data to the new device We spoke with Mr [redacted] and addressed his account concerns We explained that all new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line or during open enrollment if the device is in good working condition TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We advised Mr [redacted] that because he does not subscribe to TEP, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may contact the manufacturer to have the device examined for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Customers are responsible for any shipping costs and monthly service charges incurred The customer may also incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with the device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: If the device has an issue that is deemed repairable by the Sprint service and repair center, the customer may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device We apologize for any inconvenience that this matter may have caused and Mr***’s feedback regarding his experience will be used to improve our serviceMr [redacted] confirmed that he visited his local Apple store and his issue was resolved As a one-time good wwill jesture, we applied credits totaling $to his account to offset a portion of his service charges If I may be of further assistance with this matter, I can be reached by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

January 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account [redacted] , ***, Shazon Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] states that he is disputing the charges reflected on his invoiceHe further states that he was informed that adjustments would be made to his account that have not been made, and he was informed that he would receive a callback to discuss his concerns, and he has not received a callConsequently, Mr [redacted] is dissatisfied with the level of customer service he has received, and he is requesting that his billing be corrected We believe that there may be a typographical error in the way the complaint was submitted as the account holder is Mr [redacted] and the subscriber on his account is Ms [redacted] We communicated with Mr [redacted] and Ms [redacted] on January 8, 2016, regarding their billing concernsDuring our detailed conversation, the customers stated that they believe they were offered a $credit to Mr***’s account in September and the credit has not been appliedThey also stated that they accepted the iPhone Forever plan with new iPhone 6s 64GB devices, and were told that their billing would not changeMr [redacted] and Ms [redacted] indicated during our conversation that he did sign an agreement; however, he was not aware that the agreement resulted in a higher lease amount for the equipmentAnd last, they further stated that if the offers were not honored, Mr [redacted] would like to cancel his service We regret any misunderstanding that may have occurredA review of our records determined that the devices on the account are leased at $for each device and the prior devices were leased at $each, a difference of $for each phoneWe called the number ending in 6022, which is the contact number noted in the complaint, and we spoke with Ms [redacted] again todayWe informed her that our account records reflect that from September 16, 2015, to present, a total of $in credits have been applied to Mr***’s account, and we have been unable to confirm that an additional $credit was offeredConsequently, we are unable to apply an additional $credit to his account based on no record of this information being noted in the account from September to presentHowever, in an effort to reach an amicable resolution, we can offer one of the following resolutions in reference to his equipment billing dispute: We can allow Mr [redacted] to return the devices he currently has for devices that are less than the $amount each month, and he can remain on the iPhone Forever planThe devices he has to choose from are the iPhone 5s 16GB, iPhone 16GB, or iPhone 6s 16GB If he still desires to cancel his service, he will need to return both of the iPhone 6s Plus 64GB devices in good condition, and upon cancelation of the account, we will credit the lease cancelation charges for each deviceAll other monthly service charges are considered valid The difference in the total amount of the old equipment versus the new equipment that he is being assessed over months is $Due to Mr [redacted] confirming that he did sign the agreements, we can offer to credit one-half of the total disputed amount with a total $credit to his account to bring full closure to this issue Ms [redacted] stated that she will discuss this matter with Mr [redacted] and they will advise us of their decisionWe informed her of the billing cycle end date of February 27, 2016; therefore, Mr [redacted] will not want to exceed this date should he decide to cancel or port his numbers to another carrier; otherwise, he will enter into a new billing cycle, and the full monthly service charge will be dueThere is no proration should cancelation occur during a billing cycleOur offer is available for the next days We appreciate Mr***’s and Ms [redacted] ’s taking the time to provide us with the details of their experience with our retail store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management staff for review We regret any inconvenience that Mr [redacted] or Ms [redacted] may have experienced while attempting to resolve his account concernsShould there be any additional questions or concerns, we can be reached 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, Bridgette F Executive Services Analyst

August 4, 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 filed by Ms [redacted] filed on behalf of account holder, Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, her mother visited a local Sprint store because she was experiencing problems with her device and in order to update the name on her existing Sprint account Ms [redacted] advised that while at the store, the sales representative offered her four free devices as part of a special promotion Ms [redacted] advised that her mother did not understand that the devices required service and only took them because they were represented as free As a result of the addition of four new lines of service, Ms***’s monthly service charges increased exponentially Ms [redacted] is requesting that the additional lines be canceled and that Ms [redacted] be allowed to return all devices to the original point of purchase We contacted Ms [redacted] and discussed her concerns in detail In an effort to reach an amicable resolution, and due to any possible misunderstanding regarding our promotional offer, we agreed to partner with the original sales location to accept the return of the devices, which occurred on August 2, The four additional lines were immediately canceled and all charges associated with the activation and subsequent cancellation of these lines has been adjusted As a result, Ms***’s account now reflects a credit balance of $and the issue is resolved We appreciate Ms [redacted] for taking time to provide details of her recent sales experience 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 input has been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have Ms [redacted] and Ms [redacted] If they have any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customer’s concerns to our attention In the information provided, Mr [redacted] stated that when he established service with Sprint, he was extended our Buy Your Contract promotional offer to receive American Express rewards cards to offset his early termination and equipment charges with his previous service providerMr [redacted] stated that he provided the requested invoice from his previous service provider as required under the promotional offer, but has been denied on numerous occasionsMr [redacted] requested we honor the promotional offer and forward to his attention the American Express reward cards has promised at the point of sale We regret any misunderstanding that may have occurred concerning our Port In Promotion that offered up to $in American Express Reward Card(s) after trade in value of devices were turned in from the customer’s previous wireless carrierSprint’s Marketing Department works diligently to ensure that the information included on our web site and in our brochures is accurate and contains information that will allow customers to make informed decisions regarding Sprint serviceWe 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 On December 16, 2016, we made an attempt to contact Mr [redacted] at the telephone number and e-mail address provided in his inquiry requesting him to forward copies of the invoices in dispute for us to assist him receiving his American Express reward cardsWe received an e-mail response from Mr [redacted] on December 20, 2016, with copies of the requested documents attached, which we forwarded to our Marketing team on December 21, 2016, for assistance in escalating his reward request We regret any inconvenience these matters may have caused Mr***, but are pleased to be assisting him with his American Express reward cardsIf we can be of further assistance with these issues, Mr [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 6: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 meOnce I return the phones and see my final bill reflecting the credits to offset any charges, I will finalize this case against Sprint 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 did reach out to them, left multiple massages to MrSean, but nobody reach out to call me, they only sent the same email wich shows how luttle the company cares for their costumersI actually got a hold of MrSean Jones today, I believed that he had no interest in finding a solution for me as he was very clueless the whole conversation as he ask me how I was doung because of the hurrican, I replay to him not too good as I lost two family members, he's response was ohh ok good good, as they mention the conversation was recorded, so I hope a higher executive gets to hear it, as I mention nothing was done to help me, did not let me out of the contract, did wanted to upgrade me, just to pay off my phone and buy another one, this company lost my trust, I guess it's alright and ethical for them to take advantage of people with language barriersAs I mention nothing was resolve and unfortunately I am still with this company Regards, Ronald B [redacted]