Sprint Corporation

August 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] Dear Mr [redacted] : Sprint Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her dissatisfaction with Boost Mobile pertaining to being double billed her monthly recurring charge and once reported, her refund request was rejectedAs such, she filed a dispute with her bank, which resulted in her Boost Mobile account to be interruptedShe is requesting for her services to be restored and a credit to offset half of her monthly charges to her account due to her service interruption In our review, we determined that a duplicate $payment was reflected on Ms [redacted] ’s account on May 29, On July 16, 2015, a $chargeback was processed from her financial institution, which resulted in the interruption of her services until the chargeback was resolvedBased on our research, we confirmed that the $chargeback of the duplicate payment was valid as Boost Mobile would have processed a refund due to the overpayment During our conversation with Ms [redacted] on July 23, 2015, we explained the information outlined aboveAs a demonstration of our commitment to excellence and due to any possible misunderstanding that may have occurred regarding her duplicate payment, we re-activated her services and we applied a one-time credit of $to her account to offset one month of serviceMs [redacted] accepted the resolution and required no further action On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experiencedIf you have questions regarding these matters, you or she can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Marco M Executive Services Analyst

Tell us why August 11, Revdex.com Serving Greater Kansas City Ward Parkway 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 complaint of Ms [redacted] submitted on August 2, We appreciate your assistance in bringing our customer’s concern to our attention In Ms [redacted] ’s filing, she stated that she had an unfavorable customer service experience with our Customer Care group while attempting to upgrade her device associated with phone line ending in ***Ms [redacted] requested that Sprint review this matter and respond accordingly We regret the experience Ms [redacted] encountered with our Customer Care group while attempting to upgrade her deviceWe spoke with Ms [redacted] on August 1, 2017, to discuss her concerns in detailWe appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s as a customer and have forwarded her feedback to the appropriate managerial staff for further review If Ms [redacted] would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Cheryl S Executive Services Analyst [redacted] cc: Ms [redacted] here

[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: Regards, I didn't call spirnt to make a payment arrangement all I want is out of my contract with no baggage Leon M [redacted]

May 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [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 In their inquiry, [redacted] ***stated that when they activated service they were advised their monthly service charges would total $336.40, however, recently their billing ***reased They were advised that the promotion they were previously receiving expired at the end of the 18th month of service As a result, they are requesting that we honor the promo through the end of their 24-month service agreement 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 During our conversation with Mr [redacted] , an authorized point of contact on the account, we informed him of the above information Although we sustain that no credit is due, in an effort to resolve his concerns amicably we extended the promotional credits he was previously receiving through the end of his current 24-month service agreementHowever, any future changes to his agreements will supersede this agreement Mr [redacted] accepted our offer and is satisfied with the resolution We regret any ***onvenience this matter may have caused If I may be of further assistance with this matter, please 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 Time S*erely, Tobias TExecutive Services Analyst

February 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service received from our representatives during her attempts to address issues with her leased Sprint device, citing that the device does not charge properly but that she has been unsuccessful in having that matter corrected by either Sprint or the manufacturerBecause she advised that she was provided with conflicting information on how the matter can be resolved, Ms [redacted] requested that we release her from the lease agreement associated with the device and allow her to return it to us We appreciate Ms***’s taking time to provide us with details of her experiences with our retail and Customer Care representatives and supervisory teamsPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any difficulty Ms [redacted] experienced with her malfunctioning device, as well as any possible misunderstanding that may have occurred related to her device repair or replacement optionAll new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their devices that is not covered under the provisions of the limited one-year manufacturer’s warrantyA $to $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP was provided to Ms [redacted] when she added the option to his account and can be found on our website, www.sprint.com/tep During our February 8, 2016, discussion with Ms***, we explained the information outlined above and confirmed that she subscribes to our TEP optionAs such, we invited her to take her device to one of our authorized service and repair locations for evaluation so that our technical representatives can determine the best remedy for her reported device issuesMs [redacted] indicated her understanding of our explanation but reiterated that she has already taken her device to a service and repair location and that the device issue was not correctedShe also advised that her repair or replacement options pursuant to the manufacturer’s warranty or our TEP program were not properly explained to her when she took her device to the location for testing We thanked Ms [redacted] for her candid feedback and, due to any miscommunication that may have occurred related to the options outlined above, we offered as a one-time exception to replace her malfunctioning device with a new one at no additional chargeMs [redacted] declined that offer, citing her frustration with the manner in which we previously addressed this issueTherefore, to demonstrate our commitment to excellence, we agreed to cancel her line of our service and her equipment lease agreement, contingent upon the return of her leased device to our possession within daysTo facilitate the return of her device, we sent a prepaid shipping label to her e-mail addressAfter the device is received in our warehouse, we will apply credits to her account to offset the remaining lease pay-off balance in full We are pleased to inform you that Ms [redacted] indicated her satisfaction with ourIf we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tiffany G 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 meThank you very much for your help in resolving this matter since I had exhausted every other means I had at my disposal and many hours of my time 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: Currently nothing has been concluded there has been no change of any kind to the outcomeNo offer or resolution has been suggestedSprint is only further investigatingAfter years of service with Sprint I left for two reasons we could not provide me adequate service to my devices in their customer service was unable to promptly resolve any issuesi certainly do not feel liable for the $in fees and penaltiesI would like this matter brought to a close swiftly and the negative status removed from my credit report 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:The has been continued miscommunication regarding the return of the leased devicesUntil I receive the return packages for the devices so I can return them, I cannot accept resolution of this issueAs soon as Sprint has the devices in hand, and considers this matter resolved on their end, I would like it to remain open Regards, [redacted]

---------- Forwarded message ----------From: [redacted] .***< [redacted] .***@ [redacted] >Date: Thu, Apr 20, at 3:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >This case was resolved to my satisfaction, please note the file

April 24, 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 inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that when he established the lease agreement for the LG Stylo device on the line ending in ***, he accepted a promotion that offered a $lease credit per month Mr [redacted] states that he is not receiving the monthly credit and has called in several times to resolve the issue and it still has not been resolved Mr [redacted] is requesting the $credit per month for his LG Stylo We spoke with Mr [redacted] on April 21, and reviewed his accountWe confirmed that the promotional service credit of $for the monthly charges for the lease of the LG Stylo on the line ending in [redacted] was added to his account in January For some unknown reason the credit is not awarding to his accountIn order to resolve his account concerns we have credited Mr***’s account in the amount of $for the remaining charges for the lease of the LG Stylo on the line ending in ***Mr [redacted] confirms that these actions have resolved his concerns We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Mr [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

December 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [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] Sprint received this inquiry on November 21, We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] states she switched to Sprint and a few days later, she begin to experience dropped callsBecause she wasn’t sure if she was experiencing coverage issues, she decided to return her three devices and cancel the service on her account Ms [redacted] further states seven months later she received a call from an outside collection agency stating she owes $1,to Sprint for non-returned equipmentShe advised the agent that she returned the devices within the return timeframe and the agent offered to have the account reviewed by Sprint However, several weeks later, she started receiving calls from the collection agency once again She contacted our Customer Care department for assistance but her account billing concerns were not resolved to her satisfaction As a result, Ms [redacted] is requesting that the account be credited for the return of the devices and be removed from collections We spoke with Ms [redacted] on November 28, 2016, regarding her account billing concerns and offered to research this matter and follwith her Ms [redacted] accepted We attempted to follwith Ms [redacted] with our findings on November 30, and December 15, 2016; however, we were unsuccessful in reaching her We researched the information provided by Ms [redacted] , and upon completion of our investigation, we confirmed that she returned her devices within the day return time frame and applied account credits totaling $1,representing the accelerated billing of the equipment, cancellation fees, and her monthly service charge for the February and March billing statements With these credits, the account is now finalized and reflects a zero balance Further, we notified the outside collection agency to cease all collection efforts and to notify the credit bureaus to remove any negative reporting related to this account This process may take up to days for completion We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers and assure her that her feedback will be used to improve training and processes If Ms [redacted] needs further assistance regarding this matter, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the *usiness's response.&n*sp; If you wish, you may update it *efore sending it.] *etter *usiness *ureau: I have reviewed the response made *y the *usiness in reference to complaint ID 11577283, and find that this resolution is satisfactory to me Regards, [redacted]

July 3, 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: 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 her inquiry, Ms [redacted] expressed her dissatisfaction with the length of time taken to unlock equipment previously associated with her Sprint account for use on another network We requested that we unlock the three referenced devices for use with another domestic carrier We regret any possible misunderstanding or delay that may have occurred regarding Ms***’s request “Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow the insertion of another carrier’s SIM card (either domestic or international) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options;The associated account is in good standing;The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; andThe device has been active on the Sprint Network, currently or in the past, for a minimum of daysDuring our June 29, 2017, conversation with Ms***, we confirmed that her LG Gassociated with her closed Sprint account is eligible for MSL unlocking However, the device is not DSU capableWe also confirmed that we provided Ms [redacted] with the MSL associated with that device prior to our receipt of this inquiry but explained that her other two referenced devices are not eligible for DSU unlocking due to device capabilities She indicated her understanding of that information and was satisfied with our responseWe regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this concern, she 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, [redacted] CExecutive Services Analyst

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , submitted on January 10, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he expressed dissatisfaction with the level of customer service that he has received while attempting to obtain a return kit for an iPhone 6s that was not included in the packaging with his new iPhone Plus deviceHe contacted Sprint and a return kit was mailed to himHe states he has since returned the device, but the Lease Cancellation charges and End of Lease equipment cost totaling $are still pending to account XXXXX*** We spoke with Mr [redacted] on January 30, 2017, regarding his dispute He advised that this matter has been resolved We have reviewed the account in question and confirmed that we received the iPhone 6s in our warehouse and Mr [redacted] received account credits totaling $on January 14, As a result of this action, this matter has been fully addressed and resolvedWe appreciate Mr [redacted] for taking the time to provide us with details of his recent 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 processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst Tell us why here

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve a device promotion issue Ms [redacted] stated she upgraded her device after she was offered a promotion for 50% off the device chargesShe said she also chatted with our Customer Care representative and was told everything is okShe also received an email confirmation she said, stating the device she upgraded to along with the monthly payments due to the promotion and that it will go into effect within one to three billing cycles Ms [redacted] said she contacted Customer Care and was told it will apply on her next invoice, and she was given a manual creditShe called again and she was told she does not qualify for the promotion, even though she was sent the offer and received the confirmation email, along with the chat transcript Ms [redacted] is requesting that we honor what she was offered as she is tired of going back and forth between customer service and our retail store representatives Our records reflect that on May 17, 2017, Ms [redacted] ’s account was adjusted $to offset the $monthly credit for the remainder of the lease promotionWe attempted to contact Ms [redacted] , and she sent an email on May 19, 2017, confirming her issue has been resolvedShe thanked us for our help We appreciate Ms [redacted] for taking the time to provide us with her experiences 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 We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Ms [redacted] ’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

December 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ account concerns to our attention In the information provided, Ms [redacted] claimed that when she upgraded to new devices in October 2015, she was not advised that she would be billed an additional $Term Access charge per phone lineShe has requested assistance from your office to have this charge waived Sprint’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 In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that on October 5, 2015, phone numbers xxx-xxx- [redacted] and [redacted] upgraded to new discounted devices with a 24-month service agreementFurther, the account’s rate plan, Family Data Shared for gig-a-bytes, incurs an additional $Term Access charge per phone line for discounted devices We spoke with Ms [redacted] on December 29, 2015, and in an effort to reach an amicable resolution, we extended the $Term Access charge waiver on the aforementioned phone lines for the remaining term of the current service agreementsFurther, we advised her that should she change her current rate plan, the $Term Access charge waiver would discontinue, and we would not be able to reinstate itIn a further effort to resolve this matter, credits totaling $were applied to offset the $Term Access charges that were assessed on the October and November invoicesMs [redacted] expressed her satisfaction with our resolution We regret any inconvenience these matters may have causedIf you have any questions regarding these concerns, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

July 15, To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Sprint Prepaid (SPP) concerns to our attention In his inquiry, Mr [redacted] indicated that after his HTC device became defective it was replaced by Sprint with a Samsung Galaxy Core device He explained that he is now having issues with the replacement device and requested that he be provided with a replacement of his original model HTC device We spoke with Mr [redacted] on June 30, 2016, and explained that his original device is no longer available In an effort to resolve this matter we agreed to provide him with a brand new Samsung Galaxy Sdevice in exchange for his defective device During a folldiscussion with him on July 15, 2016, we verified that the device is active and Mr [redacted] is satisfied with the outcome We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

December 18, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [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, Ms [redacted] states that she believes she was deceived in reference to the billing on her account for the tablet monthly service chargesShe indicates that with the phone and tablet cost, she was informed that her charges would be approximately $each month, but she has been paying in excess of that amount since activationAs a result of this matter, she canceled her phone line of service and she is requesting that the charges on her account be adjusted appropriately We communicated with Ms [redacted] today regarding her billing concernsShe also stated that she was not informed of the $Account Spending Limit charge and she was not informed that she would pay a monthly service charge for data for the tabletWe regret any misunderstanding that may have occurredBased on a review of our records, the line ending in [redacted] was canceled effective November 12, 2015, resulting from the mobile number being ported to another mobile providerNo cancelation charge was assessed for the above-referenced number as Ms [redacted] stated that the device was previously used and given to her by her husbandWe explained to Ms [redacted] that there is a $installment billing charge for the tablet, but there is a corresponding $credit to offset the charge, resulting in a zero charge for the equipmentFurthermore, there is a $monthly service charge for data for the tablet; however, she is currently receiving a percent discount on this cost, resulting in a $charge each monthWe also explained that her account was activated with a $spending limit for each line of service based on the results of the credit evaluation performed when she established service with SprintOur system will electronically monitor and may interrupt her service when the account balance is not paid timely Ms [redacted] agreed to retain the tablet line of service ending in [redacted] and agreed to pay the $monthly service charge plus taxes, surcharges and feesWe explained that the percent discount promotion for her tablet service charge is for six monthsIn an effort to reach an amicable resolution and bring closure to this matter, we applied a total $credit to her account today to offset one-half of the $monthly service charge for the remaining months of the installment billing agreementShould this line of service cancel prior to the fulfillment of the agreement, no refund of the credit will be providedThis resolution resolves her concernsSprint also considers this matter closed We informed Ms [redacted] that if she enrolls in automatic payment and e-Bill simultaneously, the $account spending limit charge will ceaseShe agreed to this optionTherefore, we confirmed that e-Bill is setup on the account and we provided instructions for her to access her account via www.sprint.com and setup automatic payment And last, as a result of the possible misunderstanding regarding her monthly billing at the point of activation, we applied a $credit to her account to offset the remaining portion of the data monthly service charges incurred from July to November and one late fee reflected on the December invoiceAdditionally, Ms [redacted] ’s service was suspended due to her non-payment of the balance as a result of the billing disputeOnce the combined $credit referenced above was applied to her account, the services were restored and a pending $Reconnect Fee was billed and then credited as a result of this matterAny Reconnect Fees billed in the future as a result of the suspension of service are considered validBecause her service was restored from suspension, the next invoice will reflect prorated charges, and one monthly service charge in advance, plus taxes, surcharges and fees billed in advanceThese charges are considered validWe trust that each of Ms [redacted] ’s account concerns have been fully addressed and resolved We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her billing concernsShould there be any additional concerns, you or Ms [redacted] can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Bridgette F Executive Services Analyst

February 3, 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] disputed the Early Termination Fee assessed when she terminated Sprint service on one of her subscriptions, stating that she was required to purchase a new device and became dissatisfied with the new device performance Ms [redacted] requested we refund the $Early Termination Fee assessed when the subscription ported to another carrier on November 27, We regret any possible misunderstanding that may have occurred related to the disputed Early Termination Fee (ETF) Our records reflect that the Ms [redacted] was previously utilizing a WiMAX device In May 22, 2013, Sprint began notifying customers of the WiMAX network decommission Sprint will provide impacted customers reasonable advance notice of the service change Additional review of Ms [redacted] ’s Sprint account indicated that she was notified that her Samsung Conquer 4G WiMAX device would be decommissioned in Upon notification, impacted customers may select one of the following options: (a) Choose to complete the Service Agreement term using your existing device without 4G WiMAX capability for which Voice and 3G data will continue to be functional on their device (b) Elect to complete the Service Agreement term by contacting us after receiving notice from Sprint to transition to the Sprint 4G LTE network with no additional term commitment required (Transition Option) (c) Deactivate Ms [redacted] visited a Sprint Authorized Retail location on November 4, 2015, after authenticating the security information, she elected to purchase and activate a new handset at a subsidized price In exchange for the subsidized price, the authorized end user agreed to renew the two-year service agreement During our conversation with Ms [redacted] on January 19, and 25, 2017, we explained the above-mentioned information Although we were unable to identify a Sprint billing error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we applied offsetting credits totaling $towards the valid Early Termination Fee Ms [redacted] confirmed acceptance of our offer and advised that all of her concerns have been addressed and resolved to her satisfaction We regret the circumstances that led to Ms [redacted] ’s decision to terminate the services for telephone number ending [redacted] with us If we can be of further assistance with this matter, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst MS/lk

[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 has not made any reasonable efforts to speak with me directly concerning my complaint They did, in fact, try to reach me out on some of the dates listed on the letter, in which I was unavailable to answer their call However, I did return their call within a few minutes of missing their call or the very next business day I left messages to LaToya P and also replied to her email directly She did not reply to my email message and she did not return my call The only emails I received from LaToya were automatic messages advising me that LaToya was trying to reach me Further more and after careful review, LaToya would call me within a few minutes prior to the end of her shift According to her original email, she was available Monday, Tuesday, Wednesday and Friday between 8:00am and 5:00pm Central Time LaToya would call me minutes or so prior to the end of her shift By the time I received her message and returned her call, she was gone for the day I have made the decision to move on to another carrier that can better suit my service needs I have cancelled all my lines of service and I will be letting friends and family know of my personal experience I'm more than sure that Sprint will not waive my early termination fees regardless of my negative service experience [redacted] Regards, [redacted]