Sprint Corporation

[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 ***, and find that this resolution is satisfactory to me.
However, they still are blaming me and saying that they told me about that charge or led me to where I could information about this charge. THIS IS NOT THE CASE. I was never told and was assured there were NO hidden charges. I have a transcript of a chat I had with one of their representatives that assured me I would not be charged any additional charge. I do find the resolution satisfactory but I DO NOT agree with their claims, they are still being dishonest
Regards,
*** ***

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr*** states his service was disconnected due to a past due amount of $after recently remitting a prior payment of $120. At this time, he is requesting a payment arrangement to pay the $in days During our conversation with Mr*** on April 27, 2017, we discussed the status of his account and that in order to restore services a payment of $would need to be made. The customer remitted the payment and, although he was dissatisfied with the policy in place, he considered his complaint resolved We realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available. However, not all payment arrangement requests can be honored. If Mr*** would like to make further arrangements on his account, he can contact our Customer Finance Services team at ###-###-####, Monday through Friday a.mto p.m., Saturday a.mto p.mand Sunday a.mto p.m., Central Time. On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, or if Mr*** has supplemental questions or concerns, he can contact me by calling the 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, Linard AExecutive Services Analyst

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** *** Sprint account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** *** ***. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’s inquiry, he advises that he upgraded three phones in May 2017, at Best Buy, and paid Early Accelerated Lease (EAL) Charges for each one. Therefore, he is disputing the EAL charges reflected on the July 8, 2017, invoice Our records reflect that Mr*** paid $for three EAL Charges on May 19, 2017, the date that he upgraded three phones. These charges did not show up for two bill cycles, until the July 8, 2017, invoice. We did not identify any billing errors. However, due to miscommunication regarding these charges, and in an effort to amicably resolve this matter, we applied credits totaling $to his account to offset them. Mr*** advises that he considers this matter closed We regret any inconvenience that this matter may have caused Mr***. If he needs further assistance with this matter, he can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

April 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom
It May Concern: Sprint is in receipt of the above inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she returned two phones and has been awaiting adjustments to her billing for the returned equipment and prorated monthly service charges. Ms*** also advised that she had an unfavorable customer service experience while attempting to resolve these matters We regret any inconvenience this matter may have caused Ms***. We spoke with Ms*** on March 28, 2018, and advised her that all credits have been applied to her account for the returned equipment, activation fees, and prorated monthly service charges in dispute. We also discussed her monthly service charges, equipment, plus the taxes and surcharges for her remaining four lines, which are estimated at $per month with the Auto-Pay discount. Please note that this rate may vary should Ms*** purchase additional products or services. We appreciate Ms*** for taking time to provide details of her experience with our customer service representatives, as 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 her input in our ongoing efforts to improve our training and processes. We thank Ms*** for being a valued Sprint customer. Should she have any further questions regarding these matters, I can be reached by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April J*** Executive Services Analyst

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** 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’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with our not honoring the terms of our recently-offered contract buyout promotion, advising that she surrendered the device associated with her previous carrier’s services as required by the promotion but that we have not provided the offered reimbursementShe requested that Sprint that we provide the promotional reimbursement as offered. We regret any misunderstanding that may have occurred regarding our referenced promotion, which offers qualifying customers who port their mobile numbers to Sprint from specific carriers reimbursement of final service and/or equipment charges of up to $per line via a prepaid reward card, less any device travalue provided at the point of sale, after online registration and new service activation. Customers must complete a buyback or traof their current working equipment from their previous providers, in good condition, provide a copy of their final bill, and register for the promotion on our website. Eligible charges include Early Termination Fees or equipment installment balances; however, taxes, surcharges, service plan charges, usage charges, and late payment fees are not included. Further information related to the promotion is available for review on our website at www.sprint.com/joinsprint We spoke with Ms*** on June 27, 2017, and explained the information outlined above. We also advised that, although her activation of services with us met the promotion guidelines, we have no record of her having provided her required final bill from her previous provided including detailed cancellation chargesIn order to expedite the processing of Ms***’s requested reimbursement, we requested that she forward a copy of her detailed final bill from her previous carrier reflecting any applicable charges for cancellation directly to us so that we can review the matter further Ms*** indicated that she understood the information provided and will retrieve a copy and provide it at her earliest opportunity. She also indicated her satisfaction with our response We regret any inconvenience this matter may have caused. If we can be of further assistance with this concerns, Ms*** can contact me directly 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, John CExecutive Services Analyst

I have returned phone calls from the Sprint employee assigned to this matter, and also sent an e- mail requesting a credit for the months I felt I was over-charged (February - June) I have had no response to thisI don't feel the explanation that my loyalty credit expired resolves my issueI was told my bill would decreaseit increasedFurthermore, if Sprint knew my credit was going to expire they should've offered me another option for my devicewhich I did inquire about during the January phone callI was interested at that time in a Galaxy 7, but was told that would cause an increase in my bill so I declined 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: ***
I am rejecting this response because:
Regards,
*** ***

June 16, Kansas City Revdex.com Ward Parkway Kansas City, MO *** Re: Revdex.com File #***, *** *** Sprint Account: XXXXX***, *** ***
Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** on behalf of *** *** submitted on May 23, 2017. We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Greensboro, NC. As a result, Ms*** requested that Sprint review this matter and allow her to cancel the account without termination fees We contacted Ms*** on May 26, 2017, and discussed her account concerns. During that call, we advised Ms*** that we would further review her concerns and follwith her accordinglyAccording to our records, on July 3, 2017, Mr*** established service with Sprint by activating phone lines ending in *** and ***, and purchased devices via Sprint’s Leasing program. Please note 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 device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/leaseFurther research on the account shows that phone lines ending in *** and *** were activated on July 3, 2016, and Mr*** purchased devices via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We regret that the coverage in Ms***’s home service area of Greensboro, NC is falling short of their expectations. 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. Our research into this matter determined that our network serving the area near Ms***’s billing address is located within Sprint’s “best” coverage area. Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the sameOur records further indicate that the aforementioned phone lines above ported out to another wireless service provider on May & 31, 2017, prior to fulfilling the terms of the respective Lease and Installment Billing Agreements. As a result, the account was assessed the remaining Lease and Installment Billing cancellation and Lease Device Purchase charges. These charges are reflected on the June billing statement. Based upon our review, these charges are valid and no credits are due for this matter Regrettably, we have declined Ms***’s request to allow cancellation of the account without termination feesIn an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Ms*** a partial adjustment of $to their account. We attempted to follwith Ms*** on June 15, 2017, to relay the aforementioned information and our proposed offer to her. Unfortunately, we were unable to reach her directly. Should Ms*** wish to accept our proposed offer, we urge her to contact the undersigned directly at the phone number noted below within (15) days from the date of this response We appreciate Ms*** for taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this may have caused Ms***If we can be of further assistance with this issue, Ms*** 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 *** Catherine *** Executive & Regulatory Services Analyst Tell us why here

---------- Forwarded message ----------From: *** ***Date: Wed, Oct 26, at 8:AMSubject: Complaint ID #***To: ***The issue has been resolvedThanks for your help

[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 ***, and find that this resolution is satisfactory to me
Regards,
***e ***

December 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account xxxxx***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint filed by
Mr*** ***We appreciate your assistance in bringing our customers’ concern to our attentionWe are pleased to inform you that we researched Mr***’s concerns and reached an amicable resolution
In his inquiry, Mr*** advised that, due to inadequate coverage, he would like to cancel his Sprint service and not incur any cancellation chargesWe announced and are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speedsWhile the end result of those upgrades will be a superior product with unparalleled network service, customers may notice occasional and temporary service issues during the transition processOur technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact
Because of Mr***’ ongoing coverage concerns, we agreed to allow him to cancel his account and we will credit the charges associated with his Lease Agreements with the return of his equipment in good conditionTo facilitate the return of his equipment, we sent a return kit to his home addressAfter the equipment is received in our warehouse, we will apply a credit to his account to offset the disputed chargesPlease be aware that the label is time sensitive; therefore, the equipment should be returned within days from the date that the return label is received
The above-referenced account will remain in “escalated status” with our office until December 29, 2015, to allow sufficient time for the equipment to be received in our warehouseAfter December 29, 2015, the account will be released to our Customer Care department for general assistance
We also appreciate Mr*** for taking the time to provide us with the details of his most-recent coverage experiencesPlease be assured that we value his feedback, and his concerns have been forwarded to the appropriate managerial staff
We regret any difficulty that these issues may have causedIf we can be of further assistance regarding these matters, you can contact our Executive & Regulatory Services department toll-free at ###-###-####, entering PIN ***I am available Monday, Tuesday, Thursday, and Friday between a.mand p.m., Central Time
Sincerely,
Sean ***
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 ***, and find that this resolution is satisfactory to me I appreciate the customer service Sprint has provided
Regards,
*** ***

September 28, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with his monthly Sprint charges being higher than quoted to him by one of our representatives. He also described unfavorable customer experiences during his attempts to address that dispute. Mr*** requested that we honor the initially-quoted billing We regret any misunderstanding that may have occurred regarding Mr***’s Sprint charges. However, we have been unable to identify any billing error associated with his Sprint account based on his chosen rate plan, equipment, and other account options During our conversation with Mr*** on September 27, 2017, we explained his account billing to him in detail and advised him that the bill estimate he referenced in his inquiry appears to be based on his monthly service charges without his two device lease agreement charges. We also informed him that, as a result of our review, we sustain that his monthly billing of $before applicable taxes and surcharges is accurate In addition, as a demonstration of our commitment to excellence, we offered to apply a $credit to Mr***’s Sprint account as a one-time courtesy. Regrettably, he declined that offer. If he would like to reconsider and accept that offer, we will keep it available to him for days from the date of this response We appreciate Mr***’s taking time to provide details of his experience with our 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 these concerns will be forwarded to the appropriate managerial staff for further review While it is our goal to amicably resolve all concerns brought to our attention, we regret that we were unable to do so in this situation. We believe that we have fully addressed Mr***’s reported issue; however, if he would like to provide additional information for our consideration, or if Mr*** would like to accept our offer within the noted time frame, he is welcome to contact me directly by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, *** *Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** to our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** indicates that she ported four of the account’s five phone numbers to another carrier on December 6, 2016. She also indicates that she spoke to a Sprint Customer Care representative on December 10, 2016, and requested that the remaining fifth account phone number be cancelled. She indicates that the remaining line of service was not cancelled in accordance with her request. She requests a refund for her payment remittances for subsequent charges assessed to her account for the fifth phone number. Based on the information received from Ms***, she also states that she had an unfavorable customer experience while attempting to address her concerns During our discussion with Ms*** on June 14, 2017, we advised her that according to our review of the account records, we were unable to confirm that she requested the fifth line of service to be cancelled on December 10, 2016. However, in accordance with her request, we cancelled the phone number ending in *** effective June 3, 2017. In view of any possible misunderstanding regarding this matter, we advised Ms*** that we applied $in account credits to offset unused service charges. Her account was also assessed valid lease purchase and cancellation charges for the phone number ending in ***. As a result of the aforementioned account activity, the account is now in final status and reflects a credit balance of $375.54. A refund request has been processed for the credit balance on her account. Please allow up to ten days for processing. Ms*** stated that the matter was resolved We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes Should Ms*** need 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 Time Sincerely, Patricia SExecutive Services Analyst

February 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Rebuttal - *** *** Sprint Account xxxxxx3896, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the aforementioned subsequent complaint filing of Mr*** ***, an authorized end user on the account of Ms*** ***. We appreciate your assistance in once again bringing our customer’s concerns to our attention. In his rebuttal, Mr*** states that while the information regarding eligible devices under Sprint’s Bring Your Own Device (BYOD) offering may be available on Sprint’s website, he was provided with inaccurate information by an actual Sprint representative. He further states that had he been referred to the Sprint website and realized that his devices were ineligible, he would have traded them in at the point of sale and taken advantage of Sprint’s Contract Buy Out offer, which included reimbursement of up to $per line for equipment cancelation fees assessed by his previous carrier when he ported his service to Sprint. Mr*** believes that Sprint should take responsibility for its employee’s actions. As previously explained, Sprint offers BYOD options for its customers; however, our BYOD program is limited to specific, eligible devices at this time. Our eligible device lineup and the details associated with our BYOD program are located online at www.sprint.com/landings/bring-your-own-phone/. Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device. Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint network, systems and software choices to ensure the best possible wireless experience. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published 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 During our previous discussions with Mr***, we confirmed that his previous carrier’s devices are not eligible for our BYOD program and are not supported for activation on Sprint’s network. We regret any possible misunderstanding that may have occurred regarding our BYOD program and in an effort to reach an amicable resolution to this matter, we offered Mr*** the option/ability to take advantage of any of our current device promotions, as well as top dollar for the travalue of his Verizon devices, in addition to waiving his activation and shipping fees, which Mr*** declined. Respectfully, we are unable to grant his request to exchange his Verizon devices for Sprint branded devices; however, should he reconsider, the aforementioned offer is available to him until February 10, 2018. Sprint regrets any inconvenience or frustration this matter may have caused Mr***. If additional assistance is required or he would like to accept the aforementioned offer, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Service Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO
64114 Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, According to the information received, Ms*** stated that her phone was stolen a few years ago and she contacted Sprint multiple times to report it stolen and to cancel her account. She stated that the representatives that she spoke with were unable to assist her. Additionally, she stated that she never received a final bill and no one contacted her until recently when a third-party collection agency contacted her. As a result, she is request have the unpaid balance removed from the third-party collection agency and for her account to be credited After completing a review of Ms***’ Sprint account from May to October 2014, we were unable to determine that she reported her device stolen or that a request for cancellation was received. Additionally, we were unable to identify any billing errors Our records reflect that Ms*** ported-out her telephone number on September 10, 2014. As a result, of the port-out request her account was automatically cancelled. Our records reflect that the balance reflected as owed on her account is $406.99, which includes an Early Termination Fee in the amount of $and unpaid monthly recurring charges and was forwarded to a third-party collections agency for payment We spoke to Ms*** on May 2, 2017, and provided her with the above-referenced information. She requested bill reprints to be sent to her so she can review the account charges. After confirmation of her billing address, bill reprints from May to October 2014, were sent to Ms*** for her to review. If after review of the invoices, Ms*** has any questions she will contact us directly We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

August 29, 2017 Revdex.com Ward Parkway Kansas City, MO 64114 Re: Revdex.com File ***, Sprint
Account # XXXXXX***, *** *** Sprint Case #*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she advised that she contacted our Customer Care group in March 2017, and requested to cancel her account; however, her request was not processed for all of the phone numbers on her account and she was billed additional monthly recurring charges for a tablet. As a result, Ms*** is requesting that we cancel the account and credit any additional charges she may have incurred During our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issue. Further, we advised her that our records show that she ported out four of her subscriptions on March 5, 2017. Further, a tablet with phone ending in *** remained active on her account. Additionally, although we were unable to confirm her request to cancel her tablet in March 2017, in an effort to resolve her concerns and due to no usage since March 2017, we applied credits totaling $to offset the final balance on the account. As a result, the account is closed and reflects a zero balance We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File Sprint Account XXXXX8268, *** *** Sprint Case To Whom
It May Concern: Sprint is in receipt of the above inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, he requested cancellation of his services in December 2016; however, the cancellation wasn’t completed and he continued to be billed. Mr*** maintains that he paid the Early Termination Fee and for services he never received for which he is seeking a refund. He is also requesting confirmation that his account is closed and that no negative reporting was submitted to the credit bureaus We have reviewed Mr***’s dispute and confirmed that his account is currently in final status with a zero balance. In addition, the service charges in dispute were adjusted in full and a refund of $was subsequently processed for the overpayment remitted to Sprint. Mr*** should receive the refund check within the next five to ten business days. We also note that no negative reporting has occurred in this matter We regret any inconvenience this matter may have caused Mr***. If he has any further questions regarding this matter, I can be reached toll-free at 1-855-848-3280, ext2809. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, *** *** Executive Services Analyst

July 26, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to his follcomplaint, Mr*** expressed his dissatisfaction with the monthly cost of his Sprint account. Mr*** states that he was quoted a lesser amount when he upgraded his deviceHe further stated he has been unable to receive a hard copy invoice Please note that in our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. Based on our records, Mr*** is being billed correctly. Our records reflect that on October 31, 2016, Mr*** upgraded to an iPhone device via a month Lease Agreement on phone number ending in *** and was provided with a clear disclosure of his Lease Agreement terms and charges. In addition, Sprint plan rates do not include the cost of taxes, additional fees and/or surcharges or equipment charges. This information is outline in our Terms and Conditions of Service Thereafter, on May 25, 2017, Mr*** contacted Sprint and explained that he was looking to lower the monthly cost of his Sprint account. Accordingly, he updated his plan from the Sprint 6GB Better Choice plan at $45, plus $for Unlimited Talk and Text to a promotional Unlimited Freedom plan at $per month for one line through March 2018, $per month for line two and $per month for lines three through ten. As of April 2018, the plan will be updated to $per month for line one We followwith Mr*** on July 20, 2017. A $reprint fee is assessed to customers’ accounts for reprint of each billing statement requested. However, Mr*** may register his Sprint account via our website at Sprint.com and utilize Sprint’s self-service options to review and print invoice copies for up to the last twelve monthsAt Sprint, we recognize how today’s actions will affect tomorrow’s world. As the industry leader in sustainable business practices, Sprint is forging a greener path for others to follow. We hold ourselves responsible to preserve our resources through smart and sensible usage practicesOne effort is to reduce the amount of paper we use. We are committed to our goal of reducing the overall use of paper by offering customers paperless solutions for managing their accounts. E-bill provides our customers with a no cost, convenient option to access up to eight years of invoices hours a day online at www.sprint.com. Customers can also access a detailed image of their most recent invoice via Sprint Zone from their device, and it is in the same format as the paper invoice that was previously mailed. E-bill customers are also sent an e-mail reminder alerting them when their invoice is ready to view. Customers have the option to select the best method of invoicing for their needs. Customers can opt out of e-bill and receive a paper invoice by updating their billing preferences via www.sprint.comAs such, we have updated Mr***’s invoice to paper invoices While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have previously discussed this matter with Mr***, it is apparent that he will continue to consider the resolution to this matter unsatisfactory. Consequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

March 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of *** ***, which is in response to our February 14, 2018, correspondence. In his supplemental inquiry, Mr*** states that he ported his number on or around December 5, 2017, and that that service was paid. Mr*** believes that Sprint does not send active accounts to collections with any balances over days. He continues the dispute the account balance and believes that Sprint is in violation of Federal and State lawsAs a result, Mr*** requests that his account balance be credited in full In our previous discussion with Mr***, we explained to him that his account has an outstanding, past due balance that includes the service charges assessed on his November and December 2017, and a late fee assessed on his January 2018, billing statements. We further explained that his last payment of $posted to his account on November 20, 2017, and included usage from September through October 16, 2017. Although he utilized Sprint’s service until he ported his number to another wireless provider on December 4, 2017, no payment for his November and December 2017, bills was received. Because his account balance went unpaid for in excess of days, the balance was referred to an outside collection agency on January 22, 2018. No Sprint error was identified, and as such, we respectfully declined his request to credit valid charges assessed for services rendered or recall the account from collections. At Mr***’s request, we notified the collection agency to halt any further collection calls, which can take up to days for completion. It is important to note, however, that halting further collection activity does not negate the balance due. If Mr*** would like to make a payment or establish payment arrangements for the balance due, he can contact Diversified Adjustment Services toll-free at 1-877-573-0771. While we regret that Mr*** is not satisfied with our response, our position remains unchanged. After discussing this matter with the Executive & Regulatory Services team, we are confident that all of Mr*** issues have been fully addressed and believe that the action taken is equitable We appreciate Mr***’s past business with Sprint, and regret any inconvenience this matter may have caused him. If we can be of further assistance with these matters, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea B. Executive Services Analyst

February 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In her rebuttal, Ms*** expressed her dissatisfaction with information included in our February 10, 2017, response to her initial inquiry, advising that we misstated the dates on which kits to facilitate the return of her device were sent to her. Ms*** also noted her frustration with the length of time taken to get a return kit to her and her unfavorable customer experiences while attempting to address, and she advised that her corresponding billing has not yet been corrected We regret any possible misunderstanding or delay that may have occurred in providing Ms***’s referenced device return kit or any account credit due to her. Our records reflect that we processed postage paid kits to be sent to Ms*** on December 9, 2016, and January 7, and 16, 2017, to facilitate the return of her leased device. During the holidays, we received notice of nationwide shipping delays, which would explain why Ms*** may not have received the initially-sent return kits in a timely manner We contacted Ms*** on February 16, 2017, and explained the details noted above. We also confirmed with her that a $credit was applied to her Sprint account on February 13, 2017, to offset the referenced End of Lease equipment charges assessed to her. Ms*** was pleased with our actions and response We regret any inconvenience these matters may have caused. If we can be of further assistance related to these concerns, Ms*** 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 T. Executive Services Analyst