Sprint Corporation

May 3, 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: The above-referenced inquiry filed by Ms [redacted] 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 [redacted] expressed her dissatisfaction our declining to provide promotional reimbursement for one of the three devices from her previous provider that she surrendered to usShe also described unfavorable customer experiences during her attempts to address that matter She requested that we honor the promotion as offered or return the device back to her We regret any misunderstanding that may have occurred regarding our referenced Contract Buyout promotion However, as outlined in the terms of that promotion, which can be reviewed on our website at www.sprint.com/joinsprint, customers participating in that program must qualify by obtaining new Sprint equipment with a Sprint Easy Pay, Sprint Lease, or iPhone for Life agreement or by purchasing Sprint equipment at full retail price, porting a new line of service to Sprint from another carrier, and activating the ported line of service on a qualifying rate plan For qualifying customers, we will provide reimbursement of termination fees or remaining device payoff balances assessed by their previous service providers in the form of prepaid reward cards Eligible lines must be ported from an active wireless line at another carrier and remain active and in good standing on the Sprint network to qualify, and customers must register for the program and submit their final bills from their former carriers reflecting the final balance within days of switching their services to Sprint Qualifying customers are also required to turn in the equipment associated with each line of eligible service from their previous carrier’s account within days of registration to prevent their Sprint account being charged up to the amount of the reward card received During our conversation with Ms [redacted] on April 27, 2017, we explained the details outlined above and confirmed that her referenced Apple iPhone 6S device was ineligible for the promotion because the device was not associated with an eligible line of service prior to being surrendered to us However, due to any possible miscommunication that may have been provided to her related to the terms of the promotion, we offered one-time service credits totaling $to offset an amount equivalent to the declined promotional value Ms [redacted] accepted that offer, and we applied the credits to her account, as should be reflected on her May invoice Ms [redacted] confirmed that her issues have been resolved to her satisfaction We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care and retail representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If Ms [redacted] requires additional assistance with these concerns, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction our assessing a $equipment non-return fee to his account for a damaged device with our not providing a promised waiver of device upgrade fees He requested that we remove those charges from his account balance We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s equipment billingUnfortunately, our attempts to contact him via telephone and e-mail on June 1, 6, and 13, 2017, to discuss his reported concerns in detail were unsuccessful In addition, on June 13, 2017, we sent a letter to him via U.SPostal Service at his address on file, acknowledging our receipt of his inquiry and our need to speak with him directly in order to obtain his account security information and additional details that will aid in our review We received e-mail correspondence from Mr [redacted] , in which he reiterated his requests Although we did not have the opportunity to speak with him directly to validate his account security information, we reviewed his account and our records, and we confirmed details that he provided As a result, we applied credits totaling $to his account to offset the disputed charges in full We appreciate Mr [redacted] ’ taking time to provide details of his experiences with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Sprint continues to get away from its responsibilities.It was reflected in their poor serviceTheir inability to be professional enough in to supply a good knowledgeable service and respect their customers.It can't be that I am talking with an associate who says that they there is no problem and my cellphone will be unlocked and then it goes to another department which Denies the unlockingAnd this was repeated times in a period of a monthEach time the associate that I am talking with do not understand why the unlocking department does not un-lock the phone though all terms for unlocking is met.My interaction now was as poor as it was before.They are not taking responsibilities on their extremely poor and un-professional service!!! I will appreciate trying to solve this issueSPRINT does accept responsibility on any of their wrong doing in their interaction with me regarding this caseSee in the attached file a transcript of chat from 12/24/2017.I copied a section below.Even though it is specifically written that the issue is solved, it took another month of multiple denials till my device was unlocked and I was able to move out of the Sprint network.So again:I reject SPRINT's response totally and most firmly.Shirley K.:I have gotten the lease agreement canceled on your device and you can now unlock the device without any problem.Shirley K.:If they say on the call that the device is not paid off, please give them this ID 733341545893068239Shirley K.:This number is a proof that your lease agreement is canceled and you can unlock the device.You:thank youI hope this is reflected noe onlineThis was the missing part in the puzzlethank you.Shirley K.:You are most welcome :)Shirley K.:I apologize again for the inconvenience caused to you Regards, [redacted]

June 16, 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 complaint of [redacted] submitted on May 30, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] 's filing expressed his dissatisfaction with the inability to add Sprint’s Total Equipment Protection (TEP) plan on his new lines of service and, as well as being unable to cancel the above plan on his original lines of serviceMr [redacted] requested that Sprint review this matter and remove the above-referenced plan and apply an adjustment to his account accordingly Sprint reviewed Mr [redacted] 's complaintAccording to our records, Mr [redacted] activated phone lines ending in [redacted] and [redacted] on January 6, 2017, by purchasing two LG Vdevices via Sprint’s Monthly Installment Billing programHowever, our records reflect that on the same day an equipment swap was performed between phone lines ending in ***, ***, [redacted] and ***As such, Sprint’s Total Equipment Protection (TEP) plan remained active on his original lines of serviceFurthermore, on May 16, 2017, Mr [redacted] visited a local Sprint Retail Store location and requested to have TEP removed on phone lines ending in [redacted] and *** We spoke with Mr [redacted] on June 9, and discussed our findingsDuring on call we confirmed that lines ending ***, ***, 1410, [redacted] and [redacted] in his account do not have TEPAlso, we provided with our website, www.sprint.com should Mr [redacted] encounter any problems logging inMr [redacted] informed us that he is now able to log inFurther we spoke to Mr [redacted] on June 15, 2017, as an effort to resolve this matter, since we value Mr [redacted] as a customer, per our management team we agreed to add the insurance to lines [redacted] and [redacted] as his request In addition, we informed him Mr [redacted] that the monthly charge per line is $per monthMr [redacted] accepted to add the insurance and we informed him that we sent this request to Asurion equipment provider to open the enrollments for the aforementioned linesAccordingly, Mr [redacted] informed us that this matter has been addressed and he expressed his understanding with the information provided to him We appreciate MrWittaker taking the time to provide us with the details of his experience with our retail store and our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] J [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of [redacted] submitted on June 3, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concerns Specifically, stating that he was assessed an Early Termination Fee upon the cancellation of his Sprint account, although he was advised that his account would not be subjected to the aforementioned feeMr [redacted] requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaint According to our records, Mr [redacted] upgraded the device associated with phone line ending in [redacted] on October 26, At that time, he purchased an iPhone device at discounted pricing in exchange for a two-year Service Agreement, which was scheduled to expire on October 25, Please note for details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditions Accordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms If customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about the Early Termination Fee Upon the completion of his device upgrade, Mr [redacted] was provided with a clear disclosure of his equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate a signed copy of his electronic Service Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his equipment purchase on Sprint’s part Our records further indicate on March 25, 2017, Mr [redacted] elected to port-out phone line ending in [redacted] to another wireless service provider effectively cancelling his account Therefore, his account was assessed an Early Termination Fee of $plus applicable taxes as indicated on the April billing statement We spoke with Mr [redacted] on June 28, 2017, and relayed the aforementioned information to him Although the Early Termination Fee is valid, in an effort to satisfactorily resolve Mr [redacted] ’s concern, Sprint has agreed to apply a one-time adjustment of $to offset a portion of the Early Termination Fee upon the return of the iPhone device associated with phone line ending in [redacted] to Sprint’s Returns warehouse undamaged and in good condition Mr [redacted] expressed his understanding with the aforementioned information and will consider our proposed offer Should Mr [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within (14) days from the date of this response We appreciate Mr [redacted] taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] would like to further discuss this matter, he can contact our office toll free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the r Complaint: [redacted] I am rejecting this response because: if they would have sent me the information that I requested in the first place, my credit would NOT have been affected negativelyThe rep even said I had online access and just like the reps before when I logged in but, they have the online statements blockedMy credit needs to be adjustedI've now submitted my statements and [redacted] (the company that I switched to) is now processing the request to pay off my Sprint billThis could have all been avoided if they would have fulfilled my request as I attempted several times starting in DecemberI have correspondence to prove thisI'm letting everyone know about how Sprint treats their loyal customers 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: Please see attachment I emailed [redacted] C with some of my issues and they have not been addressed It is very inconvient to have to go to a Sprint store with issues to my phone and they keep the phone for half a day just to say they dont see a problem, yet I am able to send screenshots of when my phone shuts down and I cant receive a call when it actually rings Regards, [redacted]

July 1, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 22, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the establishment of the above referenced accountMs [redacted] believed that she was establishing a Sprint Prepaid account rather then a Sprint Postpaid accountFurther, Ms [redacted] stated that the account was established with her son’s personal information, who is a minorMs [redacted] requested that Sprint review this matter and allow her to fax over the necessary documents to correct the information reflected on the Sprint account Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on June 23, 2016, and informed her of our receipt of her complaintDuring our conversation, we confirmed that she has contacted our Fraud Management group regarding this matter; however, she stated that she was dissatisfied with the options that was provided to send in the requested documentation In order to provide closure for this matter, we agreed to allow Ms [redacted] to email the birth certificate of Toby [redacted] , which is the name reflected on the SprintUpon the receipt the requested document, we will engage our Fraud Department Management group to further review this matterAs the result of the completed investigation, we confirmed that fraudulent activity occurred on the referenced Sprint account, which was established in name of Toby [redacted] All necessary adjustments have been applied to the account to the account, and the account was cancelled We followwith Ms [redacted] on June 27, 2016, and relayed the aforementioned information to herMs [redacted] confirmed that she is satisfied with the resolution provided and did not have any further concernsWe regret any inconvenience that this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

May 15, Revdex.com of Greater Kansas City 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 We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] stated that since she switched to Sprint she has been overcharged on her bills She stated that due to the recall of her Samsung Galaxy Note she is being charged for the device which should have been free with a Buy One Get One free (BOGO) promotional offerShe stated that she is being billed for Florida and Missouri taxes on her invoice and she lives in MissouriAdditionally, she stated that she was advised her final invoice from her previously wireless service provider would be paid by SprintHowever, she was never advised of the process to register for the contract buy out promotion and she has been billed by her previous wireless service provider for the devices she turned into Sprint As a result, she requested that Sprint honor the free device under the BOGO promotional offer, to have the charges she was billed by her previous wireless service provider paid, her bill corrected and a refund for what she has been overcharged 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 pricingWith 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, would inherently result in invoice balance changesWe spoke with Ms [redacted] on May 2, 2017, and requested time to investigate into her concernsBased upon our review, the account reflects that Ms [redacted] subscribed to the percent off [redacted] Mobile Share Plan with 16GB, including unlimited talk, text, with $per line per month Auto-pay discount, until January 31, Furthermore, we confirmed Ms [redacted] ’ account was originally properly configured for device purchase eligibility for the promotional BOGO offer; however, due to the manufacturer recall and her return of the Samsung Note device, the required code was removed Therefore, to resolve the matter, we can credit the monthly lease charges on previous invoices and apply a onetime lump sum credit for the remaining lease commitment balance In addition, upon account review, there was no contract buyout registration on file, neither do we have detail invoice from her previous provider in order to process the promotional offerWe updated her account information to reflect Missouri taxes and a credit of $will be applied to the account for the tax issueWe made unsuccessful attempts by phone to contact Ms [redacted] on May, 2, 3, and 11, 2017, in order to provide her with our resolutions Unfortunately, we have been unable to reach her and she has not returned our calls However, in order to fully resolve these matters we will need to speak with herMs [redacted] has days from the date on this response to contact us and accept the aforementioned resolutionsWe look forward to speak with her We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] RExecutive 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:I spoke with John and he was not able to do any more than the previous 12+ agents I spoke withDec 11th May have been his first time hearing about the issue, but I suspect Sprint has records of the previous numerous conversationsI have been told that I’m not a customer anymore so it’s not their issue, and they do not take this seriouslyI have also asked for expedited mail for my invoice - that was allegedly sent twice to my address on file but never receivedInstead, John said he would put in another request for the same regular mail service that takes business daysMy invoice was due on Dec 19th I believe it is Sprints responsibility to provide me with a bill in a timely manner, and not expect payment until I have received itThey are broken as a company and their business practices and policies are unethicalThey have threatened me and tried to bully me by telling me I would be sent to collections for a bill I have not received but is somehow overdueThey have made it clear that I am “not a customer any longer” so they do not need to treat me as one (although this billing issue was the reason I left them in the first place)They also told me the effect on my credit score due to their incompetence was “not their problem”I know of numerous other friends and colleagues that have had the same issue with Sprint; according to the contract I signed they are legally obligated to provide a billIf it can be organized, my hope is that they get hit with a class action lawsuitAt this point they have taken so long to provide a bill that Verizon has no obligation to pay the contract termination feeJohn was finally able to get a Sprint store to print the I’ll but not until the day I had informed him my husband and I were leaving the country for our honeymoonExtending the due date for the bill was also not something he was able to doThey cannot email it due to “security issues” but they don’t seem concerned that they have allegedly sent it via regular mail twice and I have not received itWhy not the just pay the $and send it through registered mail - especially is security is actually a concern Regards, [redacted] ***

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he canceled services within the first hours because he decided not to switch carriers Mr [redacted] indicated that he was informed that the account would be immediately closed and all charges adjusted; however, he continues to receive an invoice with a balance due Mr [redacted] is disputing this balance because he never received the devices or used the service We apologize for the circumstances that prompted Mr [redacted] ’s complaint We reviewed his account and note that all equipment and service charges were adjusted with the exception of the activation fees, which were adjusted on May 26, As a result, Mr [redacted] ’s account is now in final status with a zero balance We appreciate Mr [redacted] for taking time to provide 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 Should Mr [redacted] need further assistance, 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] Sprint Executive Analyst

Sprint resolved this issue for me by removing all charges.Complaint ID: [redacted] Mobile #: ###-###-####

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] on behalf of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with the level of service received from our customer service representatives while attempting to resolve a billing issue He is disputing the Early Termination Fee of $plus tax, stating that his phone purchase did not require a two-year service agreement We spoke with Mr [redacted] on May 26, 2017, and apologized for the delay in addressing this matter Our records reflect that Mr [redacted] purchased an iPhone device on September 10, 2016, at a discounted price of $plus taxes, with a two-year subscriber agreement Because he canceled his service prior to satisfying the two-year agreement, he was billed an Early Termination Fee In an effort to resolve this matter and due to any miscommunication that may have occurred, we agreed to waive the Early Termination Fee of $plus tax, leaving the account with a zero balance With this action, Mr [redacted] confirmed his complaint has been fully resolved We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

I have resolved my issues with Sprint regarding the above #Thank you Regards, [redacted]

Sprint – Executive & Regulatory Services PO Box Irving, TX April 18, Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on April 3, We appreciate your assistance in bringing our customers' concerns to our attention In Ms***’s filing, she stated that she had an unfavorable customer service experience while attempting to replace her defective device associated with phone line ending in *** Ms [redacted] further stated that the deductible in association with Sprint’s Total Equipment Protection (TEP) program was not properly disclosed to her upon the enrollment in the referenced program Therefore, Ms [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaintOur records indicate that Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) plan on phone number ending in *** Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep While we regret any miscommunication that Ms [redacted] may have received pertaining to the cost of the nonrefundable deductible assessed by our program administrator, Asurion Please be advised that Asurion provide notifications directly to customers via mail upon updating their terms and conditions services We spoke with Ms [redacted] on April 6, 2017, and discussed the terms and guidelines associated with Sprint’s Total Equipment Protection (TEP) programMs [redacted] stated that she was not informed of the terms and conditions at any timePlease be advised that our program administrator, Asurion sends literature to all Sprint subscribers once they elect coverage for their respective deviceIn addition, Sprint provides it’s subscribers with the aforementioned website to obtain information pertaining to Sprint’s Total Equipment Protection (TEP) program Sprint regrets any unfavorable interactions with that Ms [redacted] may have encountered with our Customer Care groupWe informed Ms [redacted] that Sprint appreciate her taking the time to provide details of her experience with our Customer Care groupWe 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 reviewMs [redacted] confirmed her understanding with the information relayed to herShould Ms [redacted] have any additional question and/or concerns pertaining to the matter discussed herein, we encourage her to contact the undersigned directly at the phone number noted below We regret any inconvenience that Ms [redacted] may have incurred with our customer service representatives If I may be of further assistance, Ms [redacted] may reach me directly by calling ###-###-####, ext***, Monday through Friday, between 8:a.mand 5:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst

April 21, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s inquiry, she advised that she was misquoted regarding the balance on the accountShe stated that after confirming the balance owed with one of our Customer Care representatives she processed a paymentThe following month she was billed for an additional month of serviceTherefore, she is requesting that we honor the balance she was quoted and credit any additional charges During our conversation with Ms [redacted] on April 14, 2016, we apologized for any misunderstanding that may have occurred as a result of this issueFurther, she informed us that her issues have been previously resolvedWe confirmed the balance on the account and she is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representativesWe regret that the level of service she received was not indicative of the world-class service we strive to provideThe feedback she provided has been forwarded to the appropriate management staff for further review If Ms [redacted] needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias T Executive Services Analyst

June 1, 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 complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the previous response provided Ms [redacted] further expressed her dissatisfaction with the charges assessed to her account upon upgrading the devices and participating in Sprint’s iPhone 32GB with Eligible Trapromotional offerMs [redacted] further expressed her dissatisfaction with her initial equipment order being cancelled as well as being informed that her new iPhone devices would be free In addition, she stated that she was required to return the iPhone devices with days from date of purchase to our Returns warehouse Lastly, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concernsMs [redacted] requested that Sprint review these matters and adjust her account accordingly 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 reviewed Ms [redacted] ’s complaintAs stated in our initial response, our records indicate on February 25, 2017, Ms [redacted] placed an equipment order with our Telesales group, which was cancelled due to suspicious activityThereafter, a new equipment order was processed and approved, which was shipped Ms [redacted] ’s billing address on fileBased on our account review, we confirmed that Ms [redacted] received and activated four iPhone devices via Sprint’s 18-Month Leasing program Please note for a limited time, a promotional offer was available from February 17, through March 16, 2017, for a $iPhone 32GB with Eligible Trapromotional offerCustomer’s can receive an iPhone 32GB device with eligible device trade-in, upon activating or purchasing an iPhone 32GB device via Lease or Monthly Installment Billing programsCustomers must own their device, cannot be associated with a Lease or open Installment Billing Agreements and traan iPhone or 6s devicesFurthermore, the credit will award on the bill within one to three billing cycles Furthermore, our records indicate that Ms [redacted] turnfour iPhone devices, which was received at Sprint’s Returns warehouse We confirmed that as of April 7, 2017, the promotional lease credit of $per month was applied to phone lines ending in ***, ***, ***, and ***, which will reflect on the account within one to three billing cyclesLastly, on April 13, 2017, our Customer Care group approved and applied a one-time courtesy adjustment of $1, including taxes to Ms [redacted] ’s accountThe adjustment appeared on Ms [redacted] ’s May 6, billing statement Upon receipt of Ms [redacted] ’s follfiling, we reiterated the aforementioned information to Ms [redacted] Please note that we advised that we confirmed that the $promotional discount was applied on phone lines ending in ***, ***, [redacted] and [redacted] as of April 7, 2017; however, she needs to wait two billing cycles for the promotional lease credits to be applied to her monthly billing statementsTherefore, the promotional lease credits should appear on Ms [redacted] ’s June 6, billing statement Upon receipt of her June 6, billing statement Ms [redacted] can contact the undersigned directly at the phone number noted below We appreciate Ms [redacted] 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 [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concernsIf we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ [redacted] SExecutive 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: It is most unfortunate Sprint feels the need to refuse to accept some responsibility in my dispute In my above response, I provided the case number to the recorded and notated conversation with the Sprint representative who PROMISED I would be able to cancel and the associated fees would be absolutely waved Furthermore, it is even more disappointing that upon activating we were lied to by Rebecca, our sales associate We were never offered to review any terms and conditions, just told how great and awesome Sprint network was That is until it did not actually work, then we were given a "catch all" phrase of legal terms of "how Sprint does not guarantee the network will actually work, and they are not responsible for outages, not responsible for absolutely anything, and how they can change everything without noticeso forth and so on That is their defense in changing their mind regarding our disputeWe made the dispute with the Sprint store in League City Texas, just off of and We explained everything to the manager who even agreed the $should be refunded but he stated the account is closed and could only be authorized by corporate We were told the dispute would take days and to call back days turned into weeks and shortly after the initial days, here came the collection calls The threatening lawsuit and credit marks were made initially just to me and my wife, after explaining we had a dispute going on the calls became more and more frequent and they started calling my minor children We when called the store manager again, checking on the dispute and to explain about the collections, he was upset and advised this was unacceptable and we should not be receiving calls However, the calls did not stop and Sprint advised us the only way to stop receiving the calls was to pay and upon closing the dispute, the amount would be refunded HA, did I get fooled, it was nearly immediately after paying we found out the dispute was closed and no resolution was foundI am extremely disappointed how Sprint treated us, the lies, baited phone calls, and constant avoidance until we payed Then even though so many promises were made to us during this entire process, we were given a "we are not responsible for our product" statement but please pay us anyway or we will lie more and affect your credit Sprint has been a huge let down, and a massive eye opener for how they do business Extremely unfortunate, I will tell everyone I know how dirty they do business Regards, [redacted]

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] described unfavorable customer experiences during her attempts to address ongoing equipment and billing issues, advising that she leased a Sprint device, and was offered credits towards the fair-market-value of leased equipment Additionally, Ms [redacted] stated that she was offered an unlimited price plan; however, since accepted the new plan her monthly invoices are higher than expected Ms [redacted] requested Sprint to investigate We regret any possible misunderstanding that may have occurred related to the terms of Ms [redacted] ’s equipment lease Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphone and Tablet devices for a lower monthly cost versus purchasingLease payments vary by device model, and a down payment may be required and also varies by customer and device model With a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase their leased equipment and own it outright, return the leased equipment to us and terminate the lease agreement, or return the leased equipment to us and upgrade to a newer device modelAdditional information regarding our device leasing guidelines is available on our website at www.sprint.com/lease During our initial call with Ms [redacted] on June 29, 2017, we offered and she accepted the option of canceling her remaining device leases effective June 29, 2017, with the understanding that we would then assess her Sprint account the fair-market-value (FMV) purchase price of her two leased Apple iPhone During our conversation with Ms [redacted] on July 7, 2017, we discussed the details outlined above We also confirmed that Ms [redacted] received that information at the time of her lease execution in the signed lease agreement provided to her and in the equipment payment schedule section of each of her Sprint monthly invoices As a result, we are unable to identify any error on the part of Sprint related to her dispute and respectfully declined Ms [redacted] ’s request for credit to offset a portion of her leased equipment As a gesture of goodwill and in an effort to reach an amicable resolution, due to any possible misinformation she may have received during her attempts to address her equipment billing, we agreed to apply service credits totaling $to her account to offset three monthly service charges Ms [redacted] accepted our offer and is aware that the credits should be reflected on her June, July, and August invoices Ms [redacted] confirmed that her issues have been addressed to her satisfaction We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Mr [redacted] ***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences from our representatives, stating that the charges are higher than what he was quoted prior to establishing service with usHe requested that we provide an explanation of the charges as well as honor the amount that he was quoted We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Mr***’s Sprint billing and lease agreementsSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Sprint Lease Agreements which includes a description of the charges in question During our September 13, 2017, conversation with Mr***, we advised that, as a result of our review, we sustain that the disputed charges are correct and validHe indicated his understanding of our explanation but reiterated that this was not properly explained to him prior to establishing service with usAlthough the charges are valid, as a courtesy and in an effort to reach an amicable resolution, we offered one-time credits totaling $to Mr***’s account, which he acceptedThose credits will be reflected on his next invoice We are pleased that we were able to resolve Mr***’s issues amicablyIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext [redacted] I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst